CRMNEX’s new digital CRM solution platform achieves near-zero human intervention

MUMBAI: Commutable cloud CRM solution company, CRMNEX has launched India’s first cloud-based digital CRM platform on the February 2, 2016. The company indicated that the new platform is designed for the digital age following the rule of Zero, i.e. Zero human-touch, Zero waste and Zero rework. The agile and fully customisable solution offers full mobility access to users. It is proved to be beneficial to BFSI organisations, giving them a single view of all customer engagements at the click of a button, says the company. The technology further empowers end-customers to interact with companies with near-zero human intervention.

The Digital CRM platform’s advanced technology enables it to collate and analyze customer insights from traditional, digital and social platforms. By leveraging this feature, banks and financial institutions can now get a holistic view of every customer’s credit history, spending patterns, past engagements and experiences with them. Furthermore, the platform can predict a customer’s future financial requirement and accordingly suggest a product, which is apt cross-sell for that customer.

According to CRMNEX, their new CRM platform will enable BFSI organizations to build a consistent strategy with competitive differentiation, and deepen the relationship with customers through every interaction. It opens the internal processes of financial companies to end-customers, enabling them to fulfil their needs on a digital self-service platform with ready assistance available when needed. This could revolutionize the way customers buy a loan, credit card, insurance policy or open an account. It could also dramatically reduce the transaction cost for financial services companies helping them to improve profitability, scale faster and deliver great customer experiences. Commenting on the launch of the Digital CRM Platform, Nishant Singh, CEO, CRMNEX said: “We believe technology plays a bigger role now than ever in connecting with the customer on a day-to-day basis. We also believe that the digital customer has taken control of the business and hugely influences process innovation, thereby elevating customer relationship management (CRM), especially in the BFSI sector, beyond just call-logging or record-keeping! He expects a seamless transaction anywhere, anytime and anyhow.”

Singh also added, “It is certain that today’s legacy CRMs deployed in many established organizations will make-way for a single platform that is strategy driven, rather than the current roster of departmental solutions.”

The key highlights of CRMNEXT’s new Digital CRM Platform are its Ready-to-deploy Innovations, Change Modelers and Customer Empowerment Tools. What’s even more attractive to customers is the fact that the platform also upgrades automatically, integrates with outside systems automatically and can be owned anyway they want – on cloud (public or private) or on-premise. Apart from being customer friendly, the platform is especially powerful for the sales force, helping them intelligently plan and manage sales targets and life cycle value for their customers.

From managing tasks, appointments as well as their daily schedule via mobile, to managing and closing leads, sales force can now turbo-charge productivity on the go. CRMNEX has been credited with having 3 of the world’s largest 5 CRM installations. Over the past decade, it has been closely working with three of India’s leading private banks – HDFC Bank, Axis Bank, ICICI Bank, top Insurance companies like Max Life Insurance, along with financial institutions like Bajaj Auto Finance, for providing customised solutions. The platform has enabled these organizations to experience seamless sales and service management, Reporting and Analytics, and deep knowledge management.

Results have been quite a testimony to CRMNEX’s depth and ability. Deployed at HDFC Bank for the past 8 years, it has resulted in a 52% increase in the service quality and 200% improvement in the Sales Turn-around Time (TAT). At Bajaj Auto Finance it has implemented a digital loan origination system with automated-underwriting and decision-making available at all dealer locations. This has enabled to complete the loan approval process in less than 3 minutes, delivering faster sales and a hassle free, seamless experience to the customers. CRMNEX believes that similar tools will impact the entire financial business ecosystem by redefining customer interactions while necessitating new innovative internal processes and employee skills to support these interactions.