CRM Edge, a cutting-edge customer experience platform that was jointly developed by Union Bank of India and Zoho, has successfully launched and been implemented, marking a critical milestone in the bank’s digital transformation path.
Union Bank of India’s MD and CEO, A. Manimekhalai, and Zoho’s co-founder and CEO, Mr. Sridhar Vembu, highlighted the same goal and teamwork that propelled this revolutionary journey at a celebration of the partnership held at Zoho’s rural hub office in Tenkasi, Tamil Nadu.
CRM Edge has quickly emerged as the bank’s main customer engagement tool since its launch in 2023 and is utilized extensively throughout the bank. It has improved cooperation, data-driven decision-making, and process automation by providing the bank’s sales, marketing, and service teams with a single system. In order to ensure safe and effective client verification, it also expedited crucial qualifying checks for eKYC (electronic Know Your Client), such as CIBIL checks and PAN and Aadhaar validation. Additionally, Zoho Survey is used to track and gather customer satisfaction scores, which indicate a noticeable improvement in customer satisfaction.
Following the merger of Andhra Bank and Corporation Bank with Union Bank of India, which greatly increased its activities, the collaboration between Union Bank of India and Zoho started in 2021. As a result of this expansion, the bank modernized its approach to client engagement by standardizing interactions and decreasing dependence on its core banking system for access to customer data. Enhancing cross-selling and upselling opportunities as well as facilitating tailored communication were the goals. In order to meet the demands of Union Bank of India, Zoho co-developed CRM Edge, a scalable and adaptable platform that easily interacts with the bank’s intricate IT ecosystem and changes to meet its changing business goals.
Union Bank of India has shown notable improvements in customer acquisition, retention, and satisfaction since deploying CRM Edge, which is consistent with its long-term growth plan. About 90–95% of the bank’s client inquiry procedures can now be automated. Internal job assignments and follow-ups are streamlined by this automation, guaranteeing that customer inquiries are effectively routed and handled by the bank’s internal staff in order to deliver a satisfactory resolution. Response times and operational efficiency have been greatly improved, and customer satisfaction has increased as a result.
“Zoho’s consultative approach and commitment to our vision have been instrumental in unlocking immense value in our customer experience strategy. This partnership has allowed us to transcend traditional systems and leverage modern technology to better serve our customers,” said Ms. A. Manimekhalai, Managing Director of Union Bank of India. “We look forward to exploring new opportunities for collaboration and driving further innovations,” she further added.
“We are proud to have partnered with Union Bank of India on this transformative journey. Our platform’s flexibility allowed us to co-create a customized solution that seamlessly integrates with the bank’s IT infrastructure, empowering Union Bank to drive its digital transformation with full control over its technology stack while reducing reliance on external vendors. Together, we are enhancing customer experiences through technology innovation,” said Sridhar Vembu, co-founder and CEO of Zoho Corporation.
The Bank supported government high schools in Melur, Sengottai, and SMSS Government Boys Higher Secondary School with their major infrastructure and sustainability projects, like installing solar power units and improving sanitation, as part of its dedication to corporate social responsibility and community development in rural India.
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