Federal Bank lifts campaign engagement by 50% with Oracle CX applications
By connecting sales and marketing activities, the bank improves conversations with customers and boosts email open rates by 40%.
India | Financial Services
“With Oracle Sales and Oracle Marketing, we’ve become far more efficient with a leaner team, saved millions of rupees through AI-driven automation, and dramatically improved the customer experience across every touchpoint.”
To meet the demands of steady growth and rising customer expectations, Federal Bank—a prominent private sector bank in India with more than 1,500 branches and a strong focus on inbound remittances—needed a better way to engage with its millions of customers. With slow, manual, batch-based processes; fragmented customer views; and inconsistent cross-selling and customer onboarding experiences, the bank risked delivering a subpar, impersonal journey to a market of increasingly tech-savvy consumers. Impressed by Oracle’s track record in India’s banking sector, Federal Bank chose Oracle Sales and Oracle Marketing—part of the Oracle Customer Experience suite of cloud applications—to establish a connected view across sales, service, and marketing interactions. With more timely, relevant, and personalized campaigns, the bank achieved 50% higher engagement rates, a 40% improvement in email open rates, and significant cost savings through AI-driven automation.