Kotak Mahindra Bank’s bid to integrate email and SMS channels



Kotak Mahindra Bank is the fourth largest Indian private sector bank by market capitalization, headquartered in Mumbai, Maharashtra. Kotak Mahindra Bank decided to implement the IBM Enterprise Marketing Management Suite and integrate email and SMS channels.


Kotak Mahindra Bank utilized SMS as a vital customer outreach channel. They were in the process of adopting the IBM Enterprise Marketing Management Suite for their marketing operations. Kotak wanted to create a closed loop marketing system using the current SMS framework and IBM Campaign tool where outcomes could be captured and fed back into the system as inputs for on-going insights.


Xerago began by identifying the wants of Kotak Mahindra and its existing technology capabilities. Based on its analysis Xerago identified the following gaps.

  • The connectivity between the IBM Campaign and the SMS framework was not natively possible
  • The client was faced with the choice of purchasing/ licensing expensive proprietary middleware to achieve a seamless connectivity
  • There was the risk of disrupting the existing client side infrastructure (i.e. move SMS providers, face increased messaging costs etc.) if the new middleware capabilities were introduced

Hence Xerago concluded that Kotak Mahindra Bank required a solution that could not only bridge the incompatibility between IBM Campaign and the SMS framework but also do so without disturbing the SMS infrastructure that was already in place.

Xerago proposed a custom engineered automated solution that would function as a go between to IBM Campaign and the SMS vendor’s environment. The solution would involve no acquisition of expensive support hardware or software and would not uproot the existing client-side deployment.

While IBM Campaign generated the target list of customers based on the Kotak Mahindra’s campaign requirements, Xerago’s solution involved a shell-based script that pushed the final SMS list in a .CSV file to the vendor’s FTP server. The SMS vendor was then able to process the list, run campaigns and generate campaign response reports. Xerago’s script then fetched back the campaign report and fed the responses back into Campaign thus creating a closed loop marketing process.


This solution is significant in that it reconciled two completely disparate processes and systems into one streamlined solution. Xerago was able to bridge two separate campaign entities i.e. upstream and downstream without any investment into third party software or hardware and with minimal extra cost.

Get in Touch

For queries regarding our Customer Value Maximization platform or our Solutions

* Mandatory

captchaLoading Page - Xerago



Thank You

for reaching out to us. One of our representatives will get in touch with you shortly.

What's your score?

Know what? You are not alone – less than 0.2% of the world’s financial services brands can stake the claim that they can do all this.

See how our Customer Value Maximization Platform can help you maximize value in your engagement with your customers!

Take me to the Platform

What's your score?


Congratulations! You are probably in the top 0.2% of the world’s leading financial services brands.

See how the Customer Value Maximization Platform can simplify your engagement with your customers!

Take me to the Platform

your score?


Score how well you are maximizing customer value

Answer 7 questions to figure out how well you are maximizing customer value.

Do you continuously engage with every customer in your portfolio – even when they don’t visit your branches – not just to wish Happy Birthday or Merry Christmas, but to truly grow value?

Is every non-branch interaction with your customers intelligent enough to consider relationship history, relationship value and customer exhibited behavioral traits and preferences? Every single interaction?

Do you know which customer to include and exclude, when to do so, and with what message, when you want them to buy your products and services? Do you do this without offline / online spamming?

Is there a clearly articulated strategy, understood by everyone? Is it being implemented by all stakeholders cohesively working together, to maximize customer value?

Do you proactively arrest customer value decline, even when customers don’t yell, or send stinkers to support? For example, when card spends decline steeply, do you auto-activate those customers?

Can you do all the above by clicking a few buttons – without investing in an army of IT, Analytics, Marketing and Product Managers?

To sum up, do you continuously grow customer value – measured on both revenue and relationship dimensions – evidenced by portfolio revenue and business value metrics?

To score yourself, you need to take the quiz!

Show Buttons
Score yourself
Hide Buttons