IDFC Bank Cooperates with Backbase to Boost Customer Experience and Digital Banking

  • Banking , Infrastructure
  • 22.08.2016 07:45 am

IDFC Bank has partnered with Backbase to implement its omni-channel digital banking platform. With this platform, IDFC Bank will be able to provide its products and services to customers through multiple channels synchronously, creating a single multimodal touch point.

Backbase helps create and manage rich, interactive web portals and mobile applications and can run on any mobile operating system out-of-the-box. It is pre-optimized for omni-channel customer journeys where a transaction begins on one device but ends on another. Typically, a customer may begin researching loan interest rates on their mobile but move on to another device, such as a tablet or PC, to fill in the form. They may also contact the call center for assistance in completing the form, in which case the service representative can look over the customer's shoulder 'virtually speaking', and guide them through the application.

Jouk Pleiter, CEO of Backbase, said, "IDFC Bank is taking full advantage of the potential of online and mobile channels, and working with a bank that shares our vision for digital transformation is incredibly exciting. IDFC Bank offers solutions that meet the increasing demand for customer-centric, omni-channel experiences, and we're delighted that the visionary IDFC Bank team partnered with Backbase to build a solid digital banking platform to win the battle for the millennial market."

Dr. Rajiv Lall, Founder Managing Director & CEO, IDFC Bank, said, "Powering customer experience through technology is the big theme in banking today. Given its focus on technology, IDFC Bank has made efforts to understand the hassles customers face while transacting digitally. Customers not only expect an uninterrupted experience across all devices and channels, but also a better understanding of their needs. The bank's partnership with Backbase is a step towards achieving this."

Related News