ENTERPRISE-SCALE SURVEY MANAGEMENT
75 concurrent campaigns handling 1.5 Cr monthly interactions across Email, SMS & WhatsApp.
End-to-End CX Management Platform for a Leading Private Sector Bank
Leading private sector bank, India
CX Technology , Platform Delivery
Leading private sector bank, India
Banking & Financial Services
CXM platform implementation, end-to-end
Platform live, fully 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 — lacking real-time alerting, multi-level visibility, and any coherent view of the customer journey. 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
PHASE 1
Platform Setup & Data Integration
- Deployed 75 survey campaigns across Email, SMS, and WhatsApp with full trigger management
- Integrated with the bank's CRM and data systems via API — enabling real-time alert routing and two-way data feedback loops
2
PHASE 2
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
PHASE 3
Deep Analytics & CX Intelligence
- Delivered multi-language text analytics with AI/ML sentiment and topic recognition across all verbatim responses
- Provided quarterly deep-dive analytics — financial impact modelling, prioritisation charts, and CX ROI reporting
RESULTS DELIVERED
1.5 Cr
Customer interactions captured per month
75
Active survey campaigns across channels
10,000+
Dashboard users across the bank
3
Channel integrations — Email, SMS & WhatsApp
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.
Survey Infrastructure Live
75 concurrent campaigns deployed across Email, SMS, and WhatsApp with automated trigger management
✓ DeliveredCRM & API Integration
Seamless two-way data connectivity into existing bank systems with real-time alert routing
✓ DeliveredMulti-Level Dashboards
Role-based dashboards from C-suite to branch heads and frontline agents — all from one platform
✓ DeliveredAI/ML Analytics Delivered
Multilingual driver and sentiment recognition deployed across all verbatim feedback, with quarterly ROI reporting
✓ Delivered""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.""
CHALLENGES IDENTIFIED
FRAGMENTED SYSTEMS
No unified view of CX across products, branches, and channels — feedback sat in silos with no cross-functional visibility.
NO REAL-TIME ALERTING
Negative feedback surfaced days after the fact, by which point recovery was harder and customer churn had already begun.
SCALE COMPLEXITY
A bank of this size runs thousands of customer interactions daily — any platform needed to work at 1.5 Cr interactions per month without degradation.