Transforming Banking CRM with nexaFIN and Power BI

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Headquarters

  • Oman

Business Size

  • Enterprise

Industry

  • Banking, Financial Services

Technologies

The Client

The bank is a leading financial institution in the Middle East. In need of a unified service CRM to improve customer handling across branches, call centers, and digital channels, the legacy systems offered little visibility and standardization.

Challenges Faced

  • Customer service was not consistent. Teams did not have insight into service histories or escalations. 
  • Records were fragmented across service points. 
  • There was no centralized method for tracking complaints. 
  • SLA monitoring was done manually. 
  • There was a lack of visibility in high-priority escalations. 
  • Service resolution reporting was often delayed. 
  • It was difficult to analyze service load by channel. 
  • The ability to measure team performance was limited. 
  • Tracking of complaint lifecycle stages was poor. 
  • Ticket statuses were updated manually. 
  • Service data was not combined into business reporting. 

Ambit’s Solution

Ambit deployed nexaFIN Service CRM, integrated with Microsoft Power BI, to centralize service operations. 

  • Created a centralized customer service platform across channels. 
  • SLAs were defined, and escalation routing was automated. 
  • Role-based dashboards were created for branches, call centers, and central operations. 
  • Automated email and SMS notifications were set up for escalations. 
  • A 360-degree view of customers was linked to CRM tickets. 
  • Analytics focused on TAT, closure rates, and NPS drivers. 
  • Power BI dashboards provided insights for leadership and compliance. 
  • SLA breach alerts were sent to supervisors in real time. 
  • Workflows were configurable based on complaint types. 
  • Onboarding and training programs were made available for all user roles.

Results Achieved

  • The bank updated its service infrastructure and significantly improved responsiveness. 
  • There was a 30% reduction in the average complaint resolution time. 
  • Real-time SLA tracking helped reduce service escalations. 
  • Customer satisfaction improved due to better communication and visibility. 
  • Service was standardized across branches. 
  • Leadership gained complete oversight through BI dashboards.

Conclusion

With Ambit’s integration of nexaFIN and Power BI, the bank achieved a comprehensive and flexible customer service infrastructure. It is now prepared to meet all and any modern banking needs.