IndusInd Bank ties up with IBM for improved customer engagement services

MUMBAI: Private sector lender IndusInd Bank has tied up with IBM to use its Cloud commerce solutions to transform customer engagements and enhance its cross-sell platforms.
As a part of a three year strategic agreement, IBM will provide a cloud and predictive analytics based multi-channel campaign management solution that enables IndusInd Bank to strengthen its online banking presence while improving the product holding per customer.

In the highly competitive Indian retail banking space, businesses need digital marketing solutions capable of sifting through large amounts of transactional and interaction data from various touch points as well as strong analytical capabilities.

Using customer behavior analysis and real-time contextual marketing, banks can ensure that customers connecting with the bank on any channel will receive relevant and timely communications and offers that address their unique needs.

IBM will be combining its Digital Marketing and Analytics consulting, hardware, software, cloud, and business process services offerings to provide digital marketing as a service which helps centralise and standardise activities.

"Our objective is to build a cognitive framework powered by an automated marketing platform in conjunction with advanced analytical models which enables us to engage with our clients in a relevant and timely manner. This unique managed marketing partnership with IBM helps us leverage their market leading UNICA platform as well as their proven expertise in technology delivery. It allows us to focus on our client and business delivery without having to worry about technology components, capital costs, operations management and talent management. The solution will also enable us to engage across whichever channels the client may prefer from the contact centre to their relationship manager in real time where relevant," said Sameer Gupta, head personal banking and decision sciences, IndusInd Bank.