Karnataka Bank – Customer Engagement OS for the bank

Building a “Customer Engagement OS” for a Leading Bank

• Client: Karnataka Bank
• Industry: Banking & Finance
• Solution: Lead Management, Service Automation, eTMS, Marketing Automation

Executive Summary

Karnataka Bank partnered with SimpleCRM to replace its legacy engagement platforms and establish a new de facto “Customer Engagement Operating System.” By deploying a comprehensive suite of automation tools, the bank successfully scaled its operations to support 1.3 crore customers and 1.9 crore accounts, while processing massive volumes of leads and support tickets with improved compliance and speed.

The Challenge

Karnataka Bank struggled with manual processes and fragmented systems that hindered their ability to serve customers efficiently. Key challenges included:

• Fragmented Data: Manual handling of data across disconnected systems led to information silos.
• Inefficient Support: Ticket handling was slow, lacking real-time insights and accountability.
• Manual Marketing: Marketing processes were manual, resulting in poor segmentation and limited outreach.
• Onboarding Bottlenecks: Complex and slow onboarding processes for partners and customers.
• Lack of Accountability: Manual processing made it difficult to track performance or assign responsibility.

The SimpleCRM Solution

SimpleCRM implemented a robust suite of modules to create a unified engagement layer for the bank:

• Lead Management System (LMS): To capture, track, and nurture leads efficiently.
• Service Automation System: To streamline customer support workflows.
• Electronic Ticketing Management System (eTMS): For digital tracking and resolution of customer issues.
• Marketing Automation: To enable high-volume, segmented campaigns across email and SMS.
• Channel Partner Onboarding: A streamlined digital process for bringing new partners into the ecosystem.

Transformation Achieved

The deployment delivered massive scale and operational improvements:

• Empowered Sales & Marketing: Successfully managed over 700K leads. Automated campaigns sent over 1.6 crore emails and 3.7 crore SMS, significantly enhancing outreach.
• Scalability & Collaboration: The system now supports 1.3 crore customers and 1.9 crore accounts, fostering better collaboration between sales and service teams.
• Productivity & Compliance: Processing 2 lakh+ tickets per month, streamlining issue resolution while reducing downtime and regulatory risks.
• Data-Driven Decisions: Delivered comprehensive insights, including tracking 1,000 SLA breaches and generating 600 RBI compliance reports.
• Improved Customer Service: Reduced response times and enhanced resolution quality using over 4,000 automated process flows.

Project Highlight: The “Engagement OS”

A New Standard: SimpleCRM effectively replaced the bank’s existing customer engagement platforms to become the de facto Customer Engagement OS for the bank, driving higher customer satisfaction and operational excellence.

Technical Integrations

To ensure the new system communicated flawlessly with the bank’s core infrastructure, SimpleCRM integrated with:

• Finacle Core Banking System
• Genesys CTI (Telephony)
• ATM Switch & LAPS
• HRMS (Human Resource Management System)
• Grievance Portal
• Website Integration
• Channel Partner Onboarding Modules

Noteworthy

Replaced the bank’s existing customer engagement platforms to become the de facto Customer Engagement OS for the bank.