Bandhan Bank Partners with Salesforce to Drive AI-Powered Digital Transformation in Lending

Salesforce to help Bandhan Bank in digital transformation

Bandhan Bank has partnered with Salesforce to enhance digital transformation in corporate and home loan segments. Utilising AI, Salesforce's solutions will streamline the loan process, potentially reducing costs and improving efficiency by 20%. With a focus on digital innovation post its core banking transition, this collaboration aims to simplify the entire loan lifecycle. Bandhan Bank has collaborated with Salesforce to drive digital transformation in the areas of corporate lending and home loan verticals. Salesforce uses artificial intelligence to help organisations in their customer relationship management. Bandhan plans to use solutions from Salesforce for improving its loan origination system in the corporate and home loans, which together account for about 47% of its loans assets of Rs 1.32 lakh crore "This will help us reduce cost by 20% and improve efficiency by about 20%," bank executive director Ratan Kumar Kesh told ET. Following its core banking system transition in October 2023, the bank has accelerated its digital transformation journey including product innovation. With Salesforce's solutions being now used for home loans and commercial loans, Bandhan Bank has streamlined the entire loan lifecycle from customer onboarding and credit evaluation to approval, disbursal, and servicing, the bank said. "Let's accept AI in a positive way, instead of resisting it. People need re-skilling to fit themselves in the era of AI," said Arundhati Bhattacharya, president & chief executive officer at Salesforce, South Asia. Salesforce and Bandhan jointly announced their collaboration at an event in New Town, a satellite city of Kolkata.

Bandhan Bank collaborates with Salesforce to improve lending efficiency

Bandhan Bank has partnered with Salesforce to enhance their lending efficiency using an AI-powered digital platform. This collaboration aims to improve customer experience, streamline loan originating systems, and drive digital transformation. Salesforce's advanced cloud-based platform will help Bandhan Bank enhance support, reduce costs, and increase revenue. The partnership aligns with the bank's migration to a new core banking solution. Private lender Bandhan Bank on Thursday announced its collaboration with cloud-based firm Salesforce to improve lending efficiency in housing and commercial advances. Executive Director and Chief Operating Officer of Bandhan Bank Ratan Kumar Kesh said through the partnership with Salesforce, the lender will build a scalable, AI-powered digital platform to improve the loan originating systems (LOS), help in boosting customer experience and drive digital transformation. In 2023, the bank migrated to a new core banking solution (CBS) software, which will need formidable technological capability. "We have tied up with Salesforce to improve customer experience using the power of data," Kesh said. President and CEO of Salesforce (South Asia) Arundhati Bhattacharya said the cloud-based company offers a "future-ready" platform, which will improve customer experience, lower support costs, increase revenue and return on investments. "We are collaborating on digitising Bandhan Bank," she said. Salesforce helps organisations of any size re-imagine their business using AI, Bhattacharya, the former chairperson of SBI, said. Bandhan Bank has 6,300 outlets spread across 35 states and Union territories in the country.

Bandhan Bank Collaborates with Salesforce to Drive Digital Transformation

Salesforce is Revolutionising Lending & Customer Experience with AI-Powered Innovation The Collaboration Streamlines Loan Origination and Accelerates AI-Driven Banking Transformation Salesforce, the #1 AI CRM, today announced its partnership with Bandhan Bank, a pan-India universal bank, to revolutionize its loan origination systems (LOS) and deliver a seamless, digital-first experience for customers. With over 6,300 outlets across 35 states and union territories, Bandhan Bank has been at the forefront of financial inclusion and banking innovation. This strategic collaboration marks a significant milestone in the bank's technology-driven transformation journey, aiming to provide accessible, efficient, and technology-driven financial solutions to customers across India. Bandhan Bank has consolidated multiple loan origination systems (LOS) into best-in-class AI-driven platforms powered by Salesforce, creating an efficient and intelligent lending experience. Following its Core Banking System transition in October 2023, the bank has accelerated its digital transformation journey, enhancing product innovation and operational excellence to deliver faster, more efficient, and customer-centric financial services. With Salesforce's Lightning Platform which is used for Housing Finance LOS and Sales Cloud for commercial loans, Bandhan Bank has streamlined the entire loan lifecycle- from customer onboarding and credit evaluation to approval, disbursal, and servicing. With AI at the core of this transformation, the bank has enhanced loan quality, trade finance, payment processing, fraud detection, and risk management, ensuring greater accuracy and security. By leveraging automation and data-driven decision-making, it is also driving efficiency, agility, and governance excellence, building a more robust and future-ready financial ecosystem. Arundhati Bhattacharya, President & CEO, Salesforce, South Asia, said, "Banking is undergoing a seismic shift -- becoming more intelligent, automated, and deeply customer-centric. Bandhan Bank's technology-driven transformation is a testament to the power of AI-driven technology in redefining speed, agility, and trust in financial services. This collaboration brings together Bandhan Bank's bold vision to create a smarter, more connected, and data-driven lending ecosystem -- one that enhances operational excellence while setting new benchmarks for customer experience in the industry." While commenting further on the rapid technology adoption in the banking sector, Arundhati added, "As AI reshapes the industry, banks must innovate responsibly -- ensuring trust, security, and inclusion remain foundational. With Agentforce, we are entering a new era of digital banking, where AI agents collaborate with humans to drive intelligent automation, optimize decision-making, and deliver hyper-personalized financial experiences at scale. At Salesforce, we are committed to equipping financial institutions with next-generation digital infrastructure that accelerates growth, strengthens resilience, and fosters financial empowerment across India." Ratan Kumar Kesh, Executive Director & Chief Operating Officer, Bandhan Bank, said, "At Bandhan Bank, we are committed to leveraging technology to create a streamlined and efficient banking experience. Through our partnership with Salesforce, we are building a scalable, AI-powered digital platform that enhances speed, agility, and operational excellence. By consolidating multiple LOS into best-in-class systems, we are optimizing decision-making, accelerating loan approvals, and ensuring a seamless experience for our customers and employees." Salesforce Agentforce, a new layer on the Salesforce Platform, enables companies to build and deploy AI agents that can autonomously take action across any business function. As the financial services industry embraces AI-driven transformation, Agentforce represents the next evolution of digital banking -- where AI agents work alongside humans to improve operational resilience, accelerate lending workflows, and deliver hyper-personalized financial experiences. About Salesforce: Salesforce helps organizations of any size reimagine their business with AI. Agentforce -- the first digital labor solution for enterprises -- seamlessly integrates with Customer 360 applications, Data Cloud, and Einstein AI to create a limitless workforce, bringing humans and agents together to deliver customer success on a single, trusted platform. Visit https://www.salesforce.com/in/ for more information. About Bandhan Bank: Started as a universal bank on August 23, 2015, Bandhan Bank is one of India's fastest-growing private sector banks. Bandhan Bank has always been committed to financial inclusion and aims to serve the underserved. Guided by the principle of 'Aapka Bhala, Sabki Bhalai,' the Bank is dedicated not only to serving its customers but also to making a positive difference in people's lives. The Bank actively aims to bridge the gap for those who may not have had easy access to conventional banking services. Its focus is on providing a variety of world-class banking products and a comprehensive 360-degree service proposition, including loans, deposit accounts, internet and mobile banking and a host of products across India, primarily to semi-urban and rural customers.