Customer Success - State Bank of India UK

State Bank of India invests in Pivotal CRM to manage increasing customer communications.

State Bank of India invests in Pivotal CRM to manage increasing customer communications.

State Bank of India (SBI), with a 200 year history, is the largest commercial bank in India in terms of assets, deposits, profits, branches, customers and employees.

State Bank of India UK

Quick Facts

  • The SBI Group, comprising SBI and five associate banks, commands a 22% share of the domestic Indian banking market.
  • The group has 191 offices in 36 countries across the world.

HEADQUARTERS 

London, UK

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CHALLENGE

To keep up with its rising customer base at its ten branches in some of the largest cities in the UK, including London, Birmingham and Manchester, SBI decided to invest in a system to manage their customer communications.

SOLUTION

Aptean’s solution, Pivotal CRM, stood out after State Bank of India UK (SBI UK) received positive feedback about the system from another regional operation of the bank, where Aptean had worked on a CRM project. Pivotal CRM was tailored to fit the demands of SBI UK straight out of the box.

RESULT

With Pivotal CRM, SBI UK has experienced immediate results. A more streamlined system has introduced both past and current customer data to the fingertips of the service providers, allowing for an effective customer and feedback management process. By customising existing out of the box functionality, SBI UK have been provided with a flexible yet tailor made system which perfectly delivers their requirements without the loss of any standard functionality.