HDFC Bank wins Gartner CRM Excellence Award

MUMBAI, INDIA: HDFC Bank has been recognised as the winner of the ‘Best Sales Effectiveness' award during the tenth Gartner & 1to1 Media CRM Excellence Awards Programme.

HDFC won the award for implementing CRMnext, a leading global CRM (Customer relationship Management) product, which has delivered high impact results boosting its sales and operational efficiency. The awards ceremony was held in conjunction with Gartner Customer 360 Summit in Orlando, one of the year's flagship events where solutions providers across globe meet to craft their customer experience vision and strategy, vet their plan against the best in the business and leverage new channels and technologies to seize growth opportunities.

At HDFC Bank, CRMnext solution was implemented across all channels and devices, including branch, internet and mobile banking, covering more than 40,000 users spanning across its entire 3400+ branch network. It has brought about impressive improvements in cross-selling, lead conversion rate and sales turnaround time, and reduced customer complaints by 30%. It has enabled HDFC Bank to implement a comprehensive CRM project on a single platform to achieve its "One bank" vision.

"We are honored to receive this award. Our vision was to completely transform the customer experience and sales effectiveness by creating a powerful execution platform across the bank. This award further increases our commitment to use technology as a powerful enabler for sustainable growth," said Ratan Kesh, sr. vice president, Premier Banking, HDFC Bank."We along with our partner HDFC Bank are extremely honoured to receive this award. This award marks our prowess in the enterprise CRM space and reiterates our commitment to deliver excellence to our customers as their preferred CRM technology partner." said Sushil Tyagi, Director Global Sales and Marketing, CRMnext, on the side-lines of the award ceremony.

Penny Gillespie, research director of e-commerce at Gartner added: "The 2014 winners all shared the common goal of improving the lives of their customers and recognized the significance of looking at their organizations from their customers' perspective. As these winners demonstrate, nothing great is ever achieved without talking to the customer."