Kotak Mahindra Bank powers unified, omni-channel customer experiences on Salesforce
Eliminating friction caused by data silos
Converting leads and fulfilling loans faster with automation
Using Salesforce Sales Cloud, Kotak has unified its lead management processes across products and business lines. All leads are consolidated in one place, so that none are overlooked.
For those leads interested in a loan, Kotak has streamlined the entire loan origination cycle. Relationship managers, direct selling agents (DSAs), online partners, and even customers can now track and manage loans from a single platform.
At the backend, Salesforce integrates with multiple systems and databases to verify the customer’s credit worthiness and KYC details. The results flow back into Salesforce where a business rule engine automates credit decisioning and approvals for small loans – or, initiates further processing for large loans.
Delighting customers with DIY loans and credit cards
For customers that prefer unassisted home loan services, Kotak is building DIY options on Salesforce Experience Cloud.
The bank has also created an online partner portal through which DSAs and fintech agents can directly onboard and service customers, raise invoices, and view reports.
These initial implementations were so successful that Kotak expanded its use of Salesforce beyond retail assets into retail liabilities. Customers can now open a Kotak811 digital-first savings account through omni-channel methods (DIY/ assisted/ express), verify their KYC details, and get on-boarded with ease.
Making service seamless with a 360-degree customer view
When customers purchase multiple Kotak products – loans, savings accounts, credit cards – they expect a consistent service experience across these portfolios. Kotak is meeting that need with Salesforce Service Cloud.
“We’ve consolidated 12 systems into one omni-channel customer service and engagement platform across products and verticals,” says Nagnur. “So, customers feel like they’re talking to one organisation, not multiple departments.”
Service requests can be raised through email, phone, live chat, or other channels – all of which are consolidated on the platform to enable smooth, omni-channel experiences.