The Challenge

Manual Lead Handling. Missed Follow-ups. Low Conversion Rates.

The bank relied on disparate systems and manual processes to manage incoming customer leads. Delays in assigning leads, lack of tracking visibility and inconsistent follow-ups were causing missed opportunities and low conversion rates. The absence of a unified system made it difficult to scale or personalize engagement across channels.

The Solution

Lead Management Modernized Through Automation-powered Solution

WNS designed and deployed a centralized lead and opportunity management platform that streamlined lead lifecycle management through:

• Digital lead capture using forms and Application Programming Interface (API)-based integrations using forms and Application Programming Interface (API)-based integrations
• Smart auto-assignment of leads using configurable rules based on geography and product type
• Unified status tracking for end-to-end visibility, from lead intake to conversion
• Dashboards for monitoring lead aging, source effectiveness and agent performance
• Automated reminders and structured workflows to prevent lead stagnation and drop-offs

The Future-ready Shift

With the new platform, the bank moved from a fragmented, manual process to an intelligent lead management system that enables consistent, high-quality engagement. The platform empowers agents with real-time insights and automation, laying the foundation for scalable growth in customer acquisition.