Training and onboarding was difficult
Frequent employee churn and limited tech exposure made traditional CRM training ineffective. New hires needed faster, hands-on onboarding to use the system confidently from day one.
Unity Small Finance Bank boosts CRM adoption across 300+ branches and onboards agents 57% faster with Gyde
Faster agent onboarding
New agents became productive faster with contextual guidance inside Businessnext CRM.
Increase in CRM adoption
Branch teams used the CRM more consistently across distributed operations.
Reduction in data errors
Field-level guidance reduced incorrect and incomplete customer information.
About the bank
Unity Small Finance Bank
Unity Small Finance Bank is one of India's newest and fastest-growing small finance institutions, working to bring modern banking services to every corner of the country, including remote and underserved regions. With a robust presence across 20 states, the bank operates approximately 377 branches and offices, serving over 2.3 million customers. Unity offers savings and current accounts, fixed and recurring deposits, personal loans, and business banking solutions. The bank is also expanding digital offerings such as doorstep banking services to improve customer convenience.
The challenge
Employee training and productivity were hard to standardize across branches
Language barriers affected learning
Teams speaking regional languages like Hindi and Marathi struggled with English-only CRM training, slowing adoption across branches.
Processes varied across branches
Branches handled tasks differently, creating inconsistency in customer service and CRM usage. This made best practices harder to enforce.
Data entry errors were common
Agents often entered incorrect or incomplete information such as KYC or nominee details, affecting compliance, processing speed, and CRM data quality.
CRM updates were hard to absorb
As features changed, teams struggled to stay informed and adapt quickly. Without timely guidance, updates created confusion and slowed productivity.
Support dependency stayed high
Agents frequently contacted internal support teams for basic CRM queries, increasing support workload and slowing customer-facing operations.
How Gyde solved it
Contextual, real-time guidance and training inside Businessnext CRM
Simple step-by-step help inside the CRM
Agents received on-screen guidance for every task, reducing dependence on classroom sessions and lengthy manuals.
Help appeared only when it was needed
Instructions appeared based on what the agent was doing, so users saw the steps that mattered without feeling overwhelmed.
Important fields were clearly highlighted
Key fields such as PAN, Aadhaar, and mobile number were marked clearly so agents knew what to fill and could avoid missing information.
Guidance worked in local languages
Hindi and Marathi support helped regional teams understand the system better and use it with confidence.
Managers got clearer adoption reports
Team leaders could track CRM usage, identify who needed help, and provide the right support on time.
The outcome
Unity's branch teams adopted CRM faster, with fewer errors and fewer support queries
New agents depended on traditional CRM training
Agents learned while working in the CRM
57% faster onboarding
CRM usage varied across branches
Guided workflows made usage more consistent
62% increase in CRM adoption
KYC, nominee, and customer fields were prone to mistakes
Field-level guidance improved data quality
68% reduction in data errors
Agents relied on internal teams for basic CRM queries
In-app help answered questions at the point of work
56% reduction in support queries
The pattern behind the result
Why embedded guidance works for distributed banking teams
Learning has to happen in the flow of work
For branch teams, CRM training is most effective when help appears directly inside the task they are completing.
Standard processes need live reinforcement
Gyde helped branches follow the same CRM workflows without relying only on periodic training or manual reminders.
Support load drops when answers are in-app
Contextual help reduced avoidable queries by giving agents answers at the exact point of confusion.
57%
Faster agent onboarding
62%
Increase in CRM adoption
68%
Reduction in data errors
56%
Reduction in support queries
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