UBI – CRM Edge Qorus-Infosys Finacle Banking Innovation Awards 2025

The following business requirements prompted our innovation: 1. Non-availability of structured data at centralized location. 2. Providing quality customer service. 3. Correct Reporting based on structured data. 4. Improve our prediction for future sales. 5. Improve communication between our marketing and sales teams. 6. Requirement of module for Lead Management for timely conversion of leads into business. 7. Need to integrate internal systems to provide necessary contextual information to customer facing individuals in a 360-degree view. 8. Requirement to organize the large amount of customer data so that it can be used for cross-selling and up-selling. 9. Advanced Analytics and Intelligence for improving decision making. 10. Requirement of proper mechanism for tracking the performance of Relationship Managers of the bank

The actions taken to address the above-mentioned business problems was the implementation of a CRM solution for our bank. It addressed problems in the following ways: 1. Our entire data is now centralized, which makes it easier to find what we need, when we need it. 2. The CRM provides a Customer Service module with various customer service functionalities like Ticket creation, auto assignment according to area etc. which helps reduce TAT and improves Customer Satisfaction. 3. CRM helps us to create and deliver reports as per requirement of various campaigns, verticals, regions, zones etc. This helps us in getting a better picture of the status of our business. 4. Our CRM helps us to analyze past sales trends and habits and predict future opportunities. It also improves up-selling and cross-selling of products. 5. CRM greatly improves communication between our marketing and sales teams since centralization of data improves accessibility, sharing and communication.