RBL Bank in collaboration with BUSINESSNEXT wins the IBSi Global FinTech Innovation Award
Awarded for most impactful project and best CRM system implementation
DELHI and MUMBAI, Indiaand BENGALURU, India, 20 December 2022 /PRNewswire/ — RBL Bank, one of the India’s leading banks in the private sector won the IBSi Global FinTech Innovation Awards 2022 in the categories Best CRM System Implementation and Most Impactful Project together 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 KarachiwalaExecutive Vice President, IT, RBL Bank so, “We wanted a digital platform with a single overview of our processes and to standardize this across all customer contact 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 effective result achieved:
- 100% automatic lead assignments across products
- 100% automatic assignments of service requests based on multiple criteria
- 90% reduction in average processing time
- 60% increase in first touch resolution rates
- 30% of service request types are enabled for STPs
- 23% reduction on average. call handling time
Expressing joy on the occasion, Bidhan Chaudharyco-founder and director BUSINESSNEXT, so, “We congratulate RBL Bank and its inspiring leadership for a highly 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 the RBL Bank and 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, managing 1 billion end customers worldwide.
BUSINESSNEXT has its USA headquarters in Raleigh, North Carolina and its international headquarters in Noida, India. It has a footprint on 5 continents and direct offices in 14 countries across the country USAMEA and APAC.
For more information, visit
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