Bank TanzaniaA phased transformation bringing retail banking customer service, sales and onboarding, marketing and analytics onto one secure Zoho platform.
I&M Bank (T) Limited is part of the I&M Group, a regional banking group operating across East Africa. The bank serves retail, business and corporate customers in Tanzania through its branch network, contact centre and digital channels.
Customer interactions were spread across branches, the contact centre, email and separate departmental tools. Relationship managers, service teams and marketing each held a partial view of the customer, which made it difficult to resolve requests quickly, identify cross-sell opportunities or measure the customer experience consistently.
The programme began with a structured discovery phase and a Business Requirements Document approved by the bank's Retail Banking, ICT, Risk & Compliance and Operations leadership. Delivery is organised in three overlapping phases, each followed by a dedicated hypercare period.
Each phase delivers working capability to users before the next begins, with hypercare to support adoption.
Core customer data model, Zoho Desk service desk, SLAs, complaint management and omnichannel case capture.
Product pipelines for retail banking with structured onboarding and document checklists.
Segmented campaigns, cross-sell journeys and management dashboards.
Three connected Zoho capabilities share the same customer record, so every team sees the full relationship.
Zoho CRM becomes the bank's single view of the retail customer — profile, products held, relationship manager, interactions, service history and campaign responses on one record.
Service requests and complaints from branches, the contact centre and email are logged, routed and resolved in Zoho Desk — linked to the customer record in Zoho CRM.
Segments built from CRM data power targeted campaigns, cross-sell offers and retention journeys, with Zoho Analytics measuring results across products and branches.
Banking data requires strict controls. Security and compliance requirements were mapped to the solution design from day one.
Profiles, roles and sharing rules by branch, team and function, following least-privilege principles.
Field history, approval logs and activity tracking for every customer record and service case.
Sensitive field masking, controlled exports and consent management for marketing communications.
API-based integration patterns agreed with the bank's ICT team for customer and product data.
The programme is designed to give I&M Bank a complete, real-time understanding of each customer and a consistent experience across every channel.
This case study will be updated with measured results as each phase completes.
Closing a deal now calculates commission, sends the agreement for signature and raises the invoice — with no spreadsheet in between.
A loan pipeline with geo-tagged field visits, automatic credit memos and KYC document collection.
A scoring model built on three years of deal history, so the sales team spends its week on the deals most likely to close.
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