IndusInd Bank to deepen customer relationships with IBM solutions

by CXOtoday News Desk    Sep 04, 2013

indusind bank

 IndusInd Bank, a Mumbai-based private bank announced a tieup with IBM to strengthen its customer relationships by delivering personalized, location - based recommendations and offers in real-time. The new solution offers big data insights to connect customers with contextual information on the go and deliver personalized offers.

IBM Research India has developed a new technology that connects people with contextual information. Once a user has opted-in for the service, the tool cross-references the user’s location with the user’s activity to provide useful insights. As users conduct daily transactions, such as buying airline tickets, or shopping at the mall, the system sends relevant promotions by Email, and mobile alerts as per user preferences.

CEOs and C-Suite leaders around the world are reassessing how to serve their customers not as a mass audience, but as individuals with personalized needs. As part of its broader strategy, IndusInd Bank is making a major investment to transform its entire front office – every system, process and person that touches the customer – to better anticipate, respond to and capitalize on future events quickly and ahead of its competition.

 “IBM’s new technology helps us understand customers as individuals and prepares us to respond more pervasively to the growing opportunities within the digital, social and mobile marketplace,” said Sumant Kathpalia, Head – Consumer Banking, IndusInd, Bank. We hope to become the leading digital bank in India by pioneering new ways of customer engagement.”

The new technology is embedded within the bank’s customer channels, such as Net Banking, ATM, SMS Alerts, Phone Banking, Branch Offices, etc. In addition to helping IndusInd Bank to better understand their own customers, the service can also help in reaching non-customers.

 “It has become imperative for banks to move towards needs-based and behavior-based segmentation to reach customers directly while improving their services. IBM helps banks adopt a client-centric approach in order to serve customers as individuals, while also boosting revenue and deepening loyalty,” said Ramesh Gopinath, Director, IBM Research - India.