Digital Outbound Infrastructure Powers Retail Banking Cross Sell: ₹55 Cr+ Monthly Personal Loan Revenue Delivered
Overview: The client is one of India’s prominent private sector banks with a strong national presence. The bank supports a wide range of retail and business banking services including savings accounts, personal loans, credit cards, debit cards, and MSME banking. The client partnered with us to support customer onboarding processes, verification services, and outbound engagement across multiple product lines to ensure smooth customer activation and cross-sell opportunities.
Objective: To improve outbound customer connectivity and operational efficiency while strengthening cross-sell performance across multiple retail banking products.
Business Challenges
Several operational and connectivity challenges affected customer outreach and service processing:
Knowledge Inconsistency: Lack of a standardized knowledge framework led to inconsistent product communication.
Outbound Infrastructure Limitations: Existing telecom infrastructure was insufficient to support high-volume outbound engagement.
Customer Outreach Compliance Risks: High-volume campaigns increased the risk of NDNC complaints and non-compliant customer outreach.
Low Cross-Sell Productivity: Limited productivity across credit cards, personal loans, and savings account sales.
The Solution
We strengthened their outbound engagement infrastructure by procuring 500 SIP lines and 500 GSM SIM cards from telecom providers including the global telecom service providers.This enabled better distribution of calling traffic and reduced the likelihood of numbers being flagged as spam, improving customer connectivity.For system-related issues, we further coordinated closely with IT support teams to resolve technical processing errors and ensure smooth handling of customer requests across multiple banking services.
Value Delivered
Enabled a scalable outbound engagement framework that improved productivity and supported cross-sell performance across multiple retail banking products.
₹55 Cr+
monthly personal loan revenue delivered
90%
card activation rate
3.5K
debit card upgrades processed monthly
3K
savings accounts opened monthly
3K
savings accounts opened monthly
1K
YSL cards processed monthly
250 FD/RD
accounts processed monthly
Zero
proven NDNC complaints