BFSI Practice
CRM for banks and financial institutions, done by people who know banking.
Generic CRMs fail in banking. The data model is wrong, the integrations are missing, and the regulatory bar is higher than any consultant deck admits. We’ve spent over a decade building CRM and contact-center stacks specifically for banks across Pakistan and the GCC — and we know what works.
The platforms we deliver
Three serious options. We help you pick.
We don’t lead with a single product. We lead with your fit — then deliver the one that wins.
Recommended for most
Salesforce Financial Services Cloud
Purpose-built data model: Households, Financial Accounts, Goals, Relationships. Strongest ecosystem (nCino for lending, MuleSoft for integration, Marketing Cloud, Einstein AI).
Best fit:Â Retail banks, wealth management, insurance. Cloud-first organizations.
Microsoft-first banks
Microsoft Dynamics 365 + Banking Accelerator
Lower TCO for banks already on Azure / Microsoft 365. Power Platform automation. Copilot integration. Banking Accelerator provides industry data extensions.
Best fit:Â Mid-market banks, organizations standardized on Microsoft stack.
Legacy upgrade
Oracle Siebel / Oracle CX
Many Pakistani tier-1 banks run Siebel Financial Services. Migration to Oracle CX Cloud or modernization in place. Tight fit with Oracle Flexcube.
Best fit:Â Existing Oracle estates, Flexcube core banking.
Adjacent specialists
The specialist tools we plug in alongside
A CRM alone doesn’t run a bank. We integrate the right specialist tools where they win:
- nCino — loan origination, runs on Salesforce, the de-facto standard for commercial lending
- Backbase — engagement banking platform for customer-facing portals and mobile
- Temenos Infinity — digital banking CX, natural fit with Temenos core
- Pega — BPM + case management for KYC workflows, complaint handling, AML investigations
- FinnOne / Newgen — popular in South Asia for loan origination and trade finance
Stack
RFP-ready checklist
What banking CRM actually requires
Use this checklist in your next CRM RFP. If a vendor can’t tick most of these out of the box, they’re not a banking CRM — they’re a generic CRM with banking branding.
Data model
360° customer view
Single profile across CASA, loans, cards, wealth, insurance — at the household level, not just the account level.
Compliance
KYC / AML integration
NADRA Verisys, sanctions screening, PEP lists, ongoing due diligence workflows.
Compliance
SBP regulatory reporting
Hooks for State Bank of Pakistan returns, FBR reporting, branch compliance audits.
Integration
Core banking integration
Real-time data flow with T24, Flexcube, Symbols, BankSmart — at the API or messaging layer.
Integration
Contact center integration
Native Genesys / Asterisk integration: screen pop, click-to-dial, unified interaction history.
Workflows
Branch + RM workflows
Relationship manager pipeline, branch task management, mobile-first for officers in the field.
Workflows
Complaint handling
SLA-driven case management, escalation paths, regulatory complaint tracking, root-cause analytics.
Security
Data residency
On-shore data processing where required. Salesforce Hyperforce options, Azure UAE/KSA, on-prem fallback.
Security
ISO 27001 · SOC 2 · PCI-DSS
Platform-level certifications plus customizations that don’t break compliance posture.
UX
Multilingual
English, Urdu, Arabic interfaces for staff. Customer comms in the language each customer prefers.
AI
Next-best-action AI
Einstein, Copilot or custom models that recommend the right product, the right offer, at the right moment.
Reporting
Executive dashboards
Branch performance, RM productivity, product penetration, complaint trends — to the board pack, automatically.
How we deliver
Banking-grade delivery, not consultancy theatre
Our banking CRM engagements run on a four-phase model tuned for regulated environments — heavier on discovery and security review than a generic enterprise CRM rollout.
- Discover (4–6 weeks) — stakeholder workshops, data audit, integration inventory, regulatory mapping
- Design (4–8 weeks) — target operating model, data architecture, security model, integration patterns, change management plan
- Deliver (3–9 months) — agile waves: branch pilot → division → full estate. Continuous compliance review.
- Optimize (ongoing) — managed services, quarterly business reviews, AI tuning, regulatory updates
Bank
CX
Beyond the CRM
The full banking CX stack we deliver
Banks rarely buy “just a CRM”. They buy a CX transformation. We bundle CRM with the rest of the stack:
- Genesys Cloud CX — omnichannel contact center, IVR, agent desktop
- AI voicebots and copilots — handle Tier-1 banking queries, agent assist
- Asterisk Outbound — collections, telesales, lead activation
- Custom integrations — core banking ↔ CRM ↔ contact center, all bridged
CX
Track record
The numbers that matter to bank CIOs
SBP
Compliance-aware by default
Faqs
Questions bank CIOs ask us
For a single-product line (e.g. retail banking only): 4–6 months from kickoff to pilot branch live. For a full bank rollout across CASA, loans, cards: 9–18 months in agile waves. We pilot first, prove value, then scale — never a big-bang go-live.
Yes. Salesforce Hyperforce offers data residency in select regions. Microsoft Dynamics deploys to Azure UAE / KSA / on-prem stack. Oracle on-prem is also fully supported. We’ve delivered all three patterns for regulated customers.
We have proven patterns for T24, Flexcube, Symbols and BankSmart. Integration is usually event-driven (MQ or Kafka) with REST/SOAP fallbacks. Customer master, account balances, transaction history and product holdings sync in near-real-time.
Yes. We build the reporting extracts as part of every banking engagement. Regulatory returns, AML monitoring, suspicious transaction reporting — all driven from the same data layer, not a parallel system.
That’s our specialty. C Square is Pakistan’s longest-tenured Genesys partner. We pre-build the CTI integration so every inbound call screen-pops the right CRM record, every outbound dial creates the right activity log, and every channel — voice, WhatsApp, chat, email — writes to a unified interaction history.
Book a banking-CRM working session
90 minutes with our BFSI lead. We come prepared with banking-specific demo data and a structured agenda — you leave with a recommendation memo.