ESAF Small Finance Bank (ESAF SFB) has chosen SugarCRM as its key technology partner to support its digital transformation under its multi-year StratoNeXt initiative.
The collaboration aims to modernise ESAF Bank’s customer relationship management and deliver a more connected and digitally advanced banking experience for its more than nine million customers across India.
With a network of 787 branches operating across 26 Indian states, ESAF Bank is undertaking a comprehensive modernisation of its core systems.
The initiative seeks to enhance customer service delivery, ensure alignment with evolving regulatory frameworks, and enable a shift toward fully digital, data-driven operations.
As part of this transformation, the SugarCRM platform will serve as the central engine for ESAF Bank’s unified customer experience strategy.
The platform is set to integrate with over 15 existing internal systems, including core banking, loan origination, digital onboarding, contact centre infrastructure, and marketing tools, thereby creating a single source of truth across departments.
This unified approach will enable real-time visibility into customer relationships, allowing the bank to deliver more personalised and consistent services across all engagement channels, including branches, websites, mobile applications, and call centres.
The integration will also facilitate the management of customer queries and sales leads from various touchpoints, resulting in quicker, more coherent responses.
Furthermore, SugarCRM will support the creation and maintenance of Customer Information Files (CIFs), assigning each customer a unique identifier that links all associated accounts, an essential function for maintaining data integrity across the institution.
In keeping with compliance requirements laid out by the Reserve Bank of India (RBI), the SugarCRM platform will be hosted locally at ESAF Bank’s data centres within the country.
This ensures that the deployment adheres to national data protection and security standards.
Commenting on the collaboration, George K. John, Executive Director, ESAF Small Finance Bank, stated, “At ESAF Bank, our mission is to serve customers with care, precision, and speed, particularly in communities where financial access is limited. SugarCRM will provide our teams with a real-time, comprehensive view of every customer and interaction. It represents a vital step in building a digitally connected, customer-centric bank that is scalable, compliant, and future-ready. In addition to enhancing customer satisfaction, this solution will also help us optimise our marketing spend.”
James Frampton, Chief Revenue Officer, SugarCRM, added, “Customer experience is becoming a crucial strategic differentiator for modern banks, ensuring interactions are faster, easier, and more tailored. SugarCRM will enable ESAF Bank to unify data across branches, online banking platforms, mobile applications, and more. This holistic approach will help resolve customer issues swiftly, personalise service delivery, and meet regulatory requirements. We are proud to play a central role in ESAF Bank’s digital journey.”
ESAF Bank and SugarCRM’s implementation marks a major step in driving digital innovation in India’s banking sector, with a strong focus on regulatory compliance and customer-centric growth.
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