Union Bank of India and Zoho Celebrate Digital Transformation Success

Union Bank of India, one of the country’s largest public sector banks, and Zoho, a global technology leader based in Chennai, marked a major achievement in their digital transformation journey. The two organizations have successfully launched and implemented CRM Edge, an advanced customer experience platform co-created through their collaboration.

At a special event held at Zoho’s rural hub office in Tenkasi, Tamil Nadu, Union Bank of India’s Managing Director and CEO, A. Manimekhalai, along with Zoho’s Co-founder and CEO, Sridhar Vembu, highlighted their shared vision and the partnership’s role in transforming customer engagement.

Launched in 2023, CRM Edge has quickly become the bank’s primary tool for customer engagement, serving as a unified platform for its sales, marketing, and service teams. The system enhances collaboration, facilitates data-driven decision-making, and automates key workflows. It also simplifies critical customer verification processes such as eKYC (Know Your Customer) through PAN, Aadhaar validation, and CIBIL checks. Customer feedback is gathered and monitored through Zoho Survey, showing noticeable improvements in customer satisfaction.

The collaboration between Union Bank of India and Zoho dates back to 2021, following the merger of Andhra Bank and Corporation Bank with Union Bank. This expansion led the bank to modernize its customer engagement strategy and move beyond its Core Banking System for accessing customer data. Zoho addressed these needs by co-creating CRM Edge, a scalable, flexible platform that integrates seamlessly into the bank’s complex IT infrastructure and evolves alongside its business objectives.

Since adopting CRM Edge, Union Bank has experienced substantial improvements in customer acquisition, retention, and satisfaction, aligning with its broader growth plans. Automation has streamlined 90-95% of customer query processes, improving internal task management and response times, resulting in greater operational efficiency and higher customer satisfaction.

“Zoho’s consultative approach and commitment to our vision have been instrumental in enhancing our customer experience strategy. This partnership has enabled us to leverage modern technology, moving beyond traditional systems to better serve our customers,” said A. Manimekhalai, Managing Director of Union Bank of India. “We are excited to explore future opportunities for collaboration and innovation,” she added.

“We are honored to have partnered with Union Bank of India on this transformational journey. By co-creating a customized solution that integrates with their IT infrastructure, we have empowered the bank to drive its digital transformation and reduce dependency on external vendors. Together, we are advancing customer experiences through technological innovation,” said Sridhar Vembu, Co-founder and CEO of Zoho Corporation.

In addition to their digital success, Union Bank of India demonstrated its commitment to rural community development through contributions to local schools. The bank supported infrastructure and sustainability projects, such as sanitation improvements and solar power installations, at Government High Schools in Melur and Sengottai, as well as SMSS Government Boys Higher Secondary School.