Ujjivan Small Finance Bank (USFB) Limited, one of the top small finance banks catering to the un-served and under-served segments, was named the winner of the ‘Best CRM Implementation’ award. Out of more than 150 proposals, the CRM initiative, developed in partnership with BUSINESSNEXT, a universe of composable enterprise solutions for banks and financial services, was chosen as the winner.
The programme was recognised for its remarkable commercial impact, as it boosted the product per customer ratio, service quality index, and customer happiness by 70 per cent. USB exhibits its commitment to digital inclusion and exceptional customer relationship management by having over 640 branches, contact centres, and digital interfaces.
Abdul Hameed, CIO, USFB Ltd., said, “Ujjivan Small Finance Bank (USFB) Limited is honoured to receive the ‘Best CRM Implementation’ award at the 4th ELETS BFSI Game Changer Summit 2023. Our commitment to bridging the digital divide and promoting financial and digital inclusion is what drives us. This honour reaffirms our commitment to customer-centricity and navigating the ever-changing digital transformation landscape. BUSINESSNEXT is a valued associate who shares our vision of embracing the possibilities of the future. Together, we seek to emancipate the populace and pioneer the development of a more inclusive financial and digital ecosystem.”
Accepting the award on behalf of USFB Ltd. a visibly elated, Nitin Agrawal, Head – CRM, said, “CRMNEXT platform has led our digital transformation journey via its proven implementations, out-of-box functional capabilities, and strong integration capabilities. The deep insights gained by smart analytics and AI-driven operating model have helped us map our customers’ needs and design an effective banking experience. It has been a great run and I look forward to our partnership with BUSINESSNEXT for continuing to script such success stories and tangible business impact for our customers.”
Beaming with pride, Bidhan Choudhary, Co-founder & Director – Key Account Management, BUSINESSNEXT said, “This prestigious award is a testament to the consistent hard work and effort put in by the team. It truly highlights the innovative spirit underlying our vision of Total Customer Experience (CX) and is a major boost to our march in the direction of autonomous banking, the #BFSIGamechanger. Riding high on generative AI, Data Analytics, and ML we are committed to paving the way for a unified, standardised, and personalised customer experience.”
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The award recognises a financial institution’s connection with its strategic IT service provider and rewards the innovations that are revolutionising the BFSI industry. The private 3-day event from June 9th -11th addressed the dual problem of managing the present while planning for future breakthroughs. It was billed as the largest residential event of BFSI leaders.
