Enterprise Customer 360 platform replacing eleven legacy tools
Consolidated servicing, lending, and relationship management on a single interface.
- Client
- Commercial Private Bank
- Private Sector Bank
- Location
- Mumbai
- Timeline
- 16 weeks to rollout across 120 pilot branches
- Headline result
- 11→1
- Disparate tools consolidated into one platform
Overview
Relationship managers and customer service teams at a private bank had to juggle 11 separate legacy terminals—ranging from core banking screens to credit card portals and grievance systems. Nexasoft engineered a unified Customer 360 workstation, delivering instant context, predictive product suggestions, and one-click servicing across all touchpoints.
The challenge
- Branch relationship managers spent 7+ minutes logging into multiple tools per customer query.
- Fragmented customer view caused missed cross-selling opportunities and frustrated high-net-worth clients.
- Strict data privacy regulations requiring granular field-level masking and auditable access logs.
- Complex integration requirements with 30-year-old mainframe core banking systems.
What we built
- Engineered a high-performance single-screen workspace uniting accounts, loans, credit cards, and service tickets.
- Implemented a secure aggregation middleware caching customer profiles with real-time core system synchronization.
- Built automated next-best-action AI recommendations for branch and RM advisory.
- Implemented role-based field masking protecting sensitive Aadhaar, PAN, and balance data.
Results
- Tools consolidated into one streamlined browser workstation
- 11→1
- Reduction in branch customer servicing and query resolution time
- 65%
- Increase in relationship manager cross-sell conversion
- +31%
- Audit log adherence verified by internal risk and compliance boards
- 100%
Architecture
- React with design system components optimized for high data density.
- Node.js API gateway with Redis cluster caching and circuit breaker resilience.
- Enterprise Service Bus (ESB) connectors to legacy Core Banking (Finacle) and card platforms.
- Bank-grade audit log stream with tamper-proof event hashing.
“Our branch managers love the new Customer 360 interface. Everything they need is on one screen, and our servicing speed has improved dramatically.”
Have a challenge like this?
Tell us about it. We'll reply within one working day and can usually start with a short discovery sprint.