Accelerating Retail and Corporate Sales & Enhancing Customer Experiences with nexaFIN CRM
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Headquarters
- India
Business Size
- Large
Industry
- Banking, Financial Services
Technologies
The Client
The bank, part of a multinational banking corporation, wanted to improve its customer engagement in both retail and corporate areas. Different systems and processes slowed down sales, service speed, and teamwork.
Challenges Faced
- Disconnected systems and a lack of a unified CRM hurt customer experience and operational flexibility.
- There was no single source of truth for customer data.
- The sales pipeline was managed through offline trackers.
- Leads were assigned and followed up manually.
- There was no visibility into conversion rates or how long leads had been aging.
- Service requests were tracked in separate systems.
- There was no connection between complaints and customer profiles.
- Onboarding workflows were inconsistent across business units.
- A complete customer view was missing for relationship managers.
- Branch teams did not have real-time access to status updates.
- Leadership had limited insight into the pipeline and service SLAs.
Ambit’s Solution
Ambit set up nexaFIN CRM to centralize and standardize sales and service operations.
- Retail and corporate lead management included clear assignment rules.
- Dynamic dashboards were created for sales reps and team managers.
- A service ticketing module featured SLA configuration.
- An integrated customer view was established for sales and service.
- Access was configured for branches, contact centers, and digital teams.
- Complaints were automatically assigned based on category and geography.
- Workflows for approvals and escalations were based on roles.
- Branch performance tracking included daily summaries.
- Pipeline tracking used a weighted scoring system.
- Management information and regulatory reports covered service trends.
Results Achieved
- The bank unified its front-office operations and improved sales-service collaboration.
- There was an increase in the lead-to-conversion ratio across segments.
- SLA compliance and customer retention improved.
- Relationship managers had better visibility for cross-selling.
- Onboarding and support turnaround times became faster.
- Decision-making was enhanced with real-time reporting.
Conclusion
nexaFIN provided the bank with a modern CRM that blended the agility of retail banking with strong process governance, leading to scalable customer engagement.