RBL Bank in collaboration with BUSINESSNEXT wins the IBSi Global FinTech Innovation Award

RBL Bank, one of India’s leading private sector banks won the IBSi Global FinTech Innovation Awards 2022 in the Best CRM System Implementation and Most Impactful Project categories along with BUSINESSNEXT. BUSINESSNEXT is a complex series of deep technology platforms – CRMNEXT, CUSTOMERNEXT & DATANEXT and pre-assembled products for the BFSI industry. RBL bank implemented the platform across retail banking and risk control units, deploying 140+ two-way integration touch points covering 3000+ users, 400+ branches and 10 million+ customers.

Aliasgar Karachiwala, Executive Vice President, IT, RBL Bank said: ”We wanted a digital platform with a single view of our processes and standardize this across all customer touch points. CRMNEXT enabled us to create a robust customer 360 view, a centralized Lead Management system, a mobile application for our RMs to deliver faster service, and multiple processes to meet any regulatory changes that needed to be delivered with a shorter live time than 3-4 weeks. The platform can be easily integrated with several systems and is super flexible to maintain. This transformation would not have been possible without the expertise and support of BUSINESSNEXT.”The high-impact result achieved: • 100% automatic assignments of leads across products • 100% automatic assignments of service requests based on multiple criteria • 90% reduction in average service turnaround time • 60% increase in first-touch resolution rates • 30% of service request types enabled for STPs • 23% reduction in avg. call processing time. Expressing happiness on the occasion, Bidhan Chaudhary, Co-Founder and Director BUSINESSNEXT said: ”We congratulate RBL Bank and its inspiring management for a very ambitious customer-centric vision. The bank has implemented modern digital processes, intelligent automation and straight through processing to ensure an excellent experience for customers. This award reinforces the commitment of both RBL Bank and the BUSINESSNEXT teams to continuous improvement in driving modern customer experience and delivering effective business performance.” About BUSINESSNEXT BUSINESSNEXT today powers 1 million+ users across 65,000 branches and call centers and manages 1 billion end customers worldwide.

BUSINESSNEXT has its US headquarters in Raleigh, North Carolina and its international headquarters in Noida, India. It has a footprint across 5 continents and direct offices in 14 countries across the US, MEA and APAC.

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