BAFINS-CX - Smart Customer Experience & Social Engagement Suite for Financial Institutions
by AlleTechnologies Pvt Ltd
Industry Vertical Solution for Banks, MFIs & Financial Service Institutions
BAFINS-CX is an industry-ready Customer Experience and Social Engagement Suite built on Microsoft Dynamics 365, designed specifically for Banks, Microfinance Institutions (MFIs), and Financial Services organizations. It brings every customer touchpoint into a single, intelligent, secure, and compliant ecosystem.
BAFINS CX unifies interactions across branch banking, contact centers, digital channels, mobile apps, and social platforms, giving institutions a 360° view of every customer relationship. This unified approach ensures that no inquiry, complaint, or opportunity slips through the cracks.
From digital onboarding, KYC/KYB, and loan servicing to service requests, complaint management, collections, and real-time social sentiment monitoring, BAFINS CX empowers financial institutions to deliver experiences that are intelligent, proactive, secure, and compliant.
By bringing together Customer Service, Contact Centers, Sales, and Marketing in a unified AI-first solution, BAFINS-CX enables:
• Up to 40% faster issue resolution
• Up to 30% improvement in customer sentiment
• Up to 35% reduction in manual effort
Social Relay – Integrated Social Engagement for Financial Institutions
Social Relay extends BAFINS-CX by enabling banks and financial institutions to monitor, listen to, and engage with customers across social media channels directly within Microsoft Dynamics 365.
With Social Relay, organizations can:
• Convert social posts, comments, and messages into actionable cases or leads.
• Automate responses and downstream service or sales workflows.
• Enforce maker–checker approvals before any public social engagement.
• Track real-time sentiment to proactively protect brand reputation
Key Capabilities
Banking-Grade Security & Data Governance
Enterprise-level security with encryption, role-based access, audit trails, and data residency controls aligned to banking and central bank requirements.
Enterprise-Grade Governance & Compliance
Built-in maker–checker controls, approval workflows, and compliance auditability ensure adherence to internal policies and regulatory standards.
Core Banking & Ecosystem Integration
Prebuilt integration patterns with core banking systems, payment platforms, loan systems, and third-party services ensure real-time data synchronization and contextual engagement.
Unified Digital & Social Engagement
Manage customer interactions across branches, contact centers, digital channels, mobile apps, and social media from a single Dynamics 365 platform.
Social-to-CRM Conversion
Automatically convert social media conversations into structured CRM records such as cases, leads, or feedback-enriching customer profiles with real-time social context.
360° Customer Visibility
Access a unified view of customer profiles, service history, communications, financial interactions, and social engagement to enable informed and personalized interactions.
AI-Driven Complaint & Case Management
Resolve customer issues faster through SLA-driven routing, intelligent prioritization, and automated escalations.
Banking-Specific SLA, TAT & Escalation Framework
Configurable SLAs and turnaround times aligned to banking processes, including regulatory breach alerts and structured escalation hierarchies.
Real-Time Sentiment & Brand Monitoring
AI-powered sentiment and intent analysis identifies high-risk complaints, urgent service issues, and advocacy signals early enabling proactive action before public escalation.
Operational Efficiency Through Automation
Reduce manual effort and dependency on fragmented systems by automating workflows across service, sales, marketing, and social engagement processes.
Insight-Driven Campaign & Engagement Management
Leverage unified customer insights to design, execute, and optimize targeted campaigns across digital and social channels—driving higher engagement, improved conversions, and measurable ROI.
Modular, Scalable & Phased Adoption
Adopt BAFINS-CX in phases starting with priority modules and expanding over time ensuring faster ROI and minimal business disruption.
