IDFC Bank has partnered with Backbase, an omnichannel digital banking software company, to implement Backbase’s customer experience and digital banking platforms. With these two separate platforms, IDFC Bank will be able to provide its products and services to customers through multiple channels synchronously, creating a single multimodal touch point.
The Backbase Customer Experience Platform (CXP) 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 omnichannel 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.”
Backbase is intended to offer IDFC Bank’s customers a seamless, simple and personalized experience, while giving the bank a unified view of the customer across multiple channels. The bank’s goal is to quicken response time and improve efficiencies.
The Backbase Digital Banking Platform offers solutions for retail and commercial banking, and wealth management. With digital banking apps (from account opening to transactions, money movement etc), Backbase can be used on top of any core or back-end system to create customer centric digital solutions.
Having started operations on October 1, 2015, IDFC Bank now has around 70 branches across India. The bank is focused on delivering a 24/7 service proposition, that is embedded in technology.