ENTERPRISE-SCALE SURVEY MANAGEMENT
75 concurrent campaigns handling 1.5 Cr monthly interactions across Email, SMS & WhatsApp.
BANKING CX TECHNOLOGY & IMPLEMENTATION
End-to-End CX Management Platform for a Leading Private Sector Bank
Client details withheld per NDA , Full case available upon request at www.intin.co
Leading private sector bank, Banking & financial services
Financial Services
CXM platform implementation
Platform live, end-to-end delivered
THE SITUATION
A leading private sector bank needed a unified CX management platform to capture, analyse, and
act on customer feedback across all touchpoints. Existing systems were fragmented and lacked
real-time alerting and multi-level visibility. INTIN was brought in as the technology and
implementation partner to deliver the full platform — from survey infrastructure and journey mapping
to AI analytics and CRM integration.
WHAT INTIN DID
1
Platform Setup & Integration
Survey Infrastructure & Data Connectivity
- Deployed 75 survey campaigns across Email, SMS, and WhatsApp channels with full trigger management
- Integrated with the bank's CRM and data systems via API — enabling real-time alert routing and data feedback loops
2
IntelligenceLayer
Dashboards, Alerts & Journey Mapping
- Built multi-level dashboards for senior management, product owners, branch heads, and frontline agents
- Configured customer journey maps per product segment with weights-based NPS scoring across touchpoints
3
Analytics & Activation
Deep Analytics, Text Intelligence & ROI
- Delivered multi-language text analytics with sentiment and topic recognition across all verbatim responses
- Provided quarterly deep-dive analytics — financial impact modelling, prioritisation charts, and CX ROI reporting
CAPABILITIES THIS ENGAGEMENT DEMONSTRATES
MULTI-CHANNEL CRM INTEGRATION
Seamless API connectivity into existing bank systems with real-time two-way data flow.
AI/ML TEXT & SENTIMENT ANALYSIS
Multilingual driver and sentiment recognition across all verbatim customer feedback in real time.
MULTI-LEVEL DASHBOARD ARCHITECTURE
Role-based dashboards from C-suite to branch heads and frontline agents — all from one platform.
CUSTOMER JOURNEY INTELLIGENCE
Product-level journey mapping with weights-based NPS scoring across touchpoints and segments.
REAL-TIME ALERTING & CLOSED-LOOP
Automated negative feedback routing into CRM with ticket closure data fed back into the platform.
INTIN SOLUTIONS APPLIED
Numr - Customer Experience for Growth
Automated NPS, CSAT & CES measurement across 75 survey campaigns — Email, SMS & WhatsApp
AI/ML driver & sentiment analysis with multi-language text recognition on all verbatim feedback
Customer journey mapping per product segment with weights-based scoring at product, branch & bank level
Multi-level real-time dashboards — from C-suite leadership to branch heads and frontline agents
Automated CRM alerts for negative feedback with API integration into existing bank systems
Quarterly deep-dive analytics — financial impact modelling, prioritisation charts, and CX ROI reporting
Want the full case details?
Client identity, platform architecture, survey scope, analytics framework, and implementation details are available to qualified prospects under NDA.
"INTIN delivered a zero-downtime, real-time CX intelligence platform — giving one of India's largest private banks a single view of customer experience across every touchpoint, product, and channel."