Union Bank of India and Zoho have announced that the companies have achieved a significant milestone in Union Bank of India’s digital transformation journey with the successful launch and implementation of CRM Edge – an advanced customer experience platform co-created by both the organisations.
At a recent event in Tenkasi, Tamil Nadu, Union Bank’s MD & CEO, A. Manimekhalai, and Zoho’s Co-founder and CEO, Sridhar Vembu, highlighted the collaborative efforts that led to the development of CRM Edge. The platform has quickly become the Bank’s primary tool for customer engagement, streamlining sales, marketing, and service operations.
Since its implementation in 2023, CRM Edge has improved efficiency, enhanced customer satisfaction, and supported data-driven decision-making. Key features include automated eKYC verification, streamlined customer query processes, and the use of Zoho Survey for customer feedback, said the companies.
The partnership between Union Bank and Zoho began in 2021 following the merger of Andhra Bank and Corporation Bank. Recognizing the need for a modernized customer engagement strategy, the Bank sought a solution that could integrate seamlessly with its complex IT ecosystem. CRM Edge, co-created by both organisations, proved to be the ideal fit.
Regarding this, A. Manimekhalai, Managing Director of Union Bank of India, said:
Zoho’s consultative approach and commitment to our vision have been instrumental in unlocking immense value in our customer experience strategy. This partnership has allowed us to transcend traditional systems and leverage modern technology to better serve our customers. We look forward to exploring new opportunities for collaboration and driving further innovations.
Sridhar Vembu, Co-founder and CEO of Zoho Corporation, said:
We are proud to have partnered with Union Bank of India on this transformative journey. Our platform’s flexibility allowed us to co-create a customised solution that seamlessly integrates with the Bank’s IT infrastructure, empowering Union Bank to drive its digital transformation with full control over it technology stack while reducing reliance on external vendors. Together, we are enhancing customer experiences through technology innovation.