Unity Small Finance Bank Boosts CRM Adoption Across 300+Branches & Onboards Agents 57% Faster with Gyde
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 the most 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.
It offers a comprehensive suite of financial services, including savings and current accounts, fixed and recurring deposits, personal loans, and business banking solutions. The bank is also expanding its digital offerings, such as doorstep banking services, to enhance customer convenience.
With a strong focus on digital-first experiences, the bank implemented Businessnext CRM to help teams manage leads, onboard customers, and handle account services more efficiently. While CRM centralizes and streamlines operations, putting it into action across Unity’s distributed workforce came with challenges:
Training & Onboarding Was Difficult:
Frequent employee churn and limited tech exposure made traditional CRM training ineffective. New hires need quicker, hands-on onboarding to start using the system confidently from Day One.
Language Barriers Affected Learning:
With teams speaking regional languages like Hindi and Marathi, English-only CRM training created confusion and slowed system adoption across branches.
Lack of Standardized Processes Across Branches:
Each branch had its own way of handling tasks, leading to inconsistency in customer service and CRM usage. This made it hard to maintain uniform quality and enforce best practices.
Data Entry Errors Were Common:
Agents often entered incorrect or incomplete information, such as KYC or nominee details. This impacted compliance, slowed down processing, and reduced trust in the CRM data.
Difficulty Keeping Up with CRM Updates:
As new features or updates were rolled out, teams struggled to stay informed and adapt quickly. Without timely guidance, changes led to confusion and slowed productivity.
High Dependency on Support Teams:
Agents frequently reached out to internal support teams for basic CRM queries, increasing the workload for support staff and slowing down customer-facing operations.
To overcome CRM adoption challenges, Unity Small Finance Bank partnered with Gyde, which helped agents learn, perform, and excel, right within Businessnext CRM.
Simple Step-by-Step Help Inside the CRM: Agents got on-screen guidance for every task, which helped them learn while working. This removed the need for classroom sessions or reading lengthy manuals.
Help That Shows Up Only When Needed: Instructions appeared based on what the agent was doing. This way, they didn’t feel overwhelmed and only saw the steps that mattered at that moment.
Important Fields Were Clearly Highlighted: Key fields, such as PAN, Aadhaar, and mobile number, were clearly marked. This made it easy for agents to know what to fill in and avoid missing anything.
Support in Local Languages: The guidance was available in languages like Hindi and Marathi. This helped agents across different regions understand the system better and use it confidently.
Easy-to-Understand Tips for Each Field: Agents could hover or click on any field to see what it meant. This made form-filling simpler and reduced the chances of making mistakes.
Timely Reminders While Working: Gentle reminders popped up to alert agents about important actions, like uploading documents or checking details. This helped them stay on track.
Clear Reports for Managers: Team leaders could track how agents were using the CRM. They could quickly spot who needed extra help and provide the right support on time.
Unity Small Finance Bank saw a significant boost in CRM adoption across its branches. Training and onboarding times were reduced, allowing new agents to become productive more quickly. Data quality improved, with fewer errors and better compliance. Overall, branch operations became smoother and consistent, leading to a strong return on their CRM investment
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