Kuala Lumpur, Malaysia – RHB Bank has rolled out a new enterprise customer relationship management (CRM) platform from BUSINESSNEXT, supporting more than 2,800 users across the Malaysian lender’s branches and contact centres, the bank announced on 8 October 2026.
The platform connects with more than 75 integration points across customer channels, including web, mobile banking, internet banking and email, according to RHB.
The bank says the system also covers retail, wealth and SME banking, and describes the deployment as one of its largest customer-focused technology initiatives to date.
RHB says the platform changes how the Group manages customer interactions, service requests and business opportunities. As a result, employees gain a more integrated view of customer engagement activities, the bank added.
Dato’ Mohd Rashid Mohamad, Group Managing Director and Group Chief Executive Officer of RHB Banking Group, tied the rollout to the bank’s customer experience target.
“Banking has always been built on trust. As customer expectations continue to evolve, we must continue evolving the way we serve them. This enables us to spend less time navigating multiple systems and more time focusing on advisory, problem-solving and relationship-building activities. It is an important step in our commitment to delivering service excellence and advancing our goal of becoming the No. 1 bank in customer experience by 2027,”said Mohamad.
Beyond day-to-day service, RHB says the platform helps it identify opportunities earlier, improve service recovery, strengthen relationship management and coordinate engagement across the customer lifecycle.
The rollout also aligns with PROGRESS27, the Group’s corporate strategy, and with its Best in Service objective, according to the bank.
RHB adds that the platform gives it room to scale its use of data, analytics and intelligent automation as it pursues growth it describes as responsible and purposeful.
BUSINESSNEXT, meanwhile, says the deployment lays a foundation for autonomous banking.
“RHB Bank’s move to a unified platform reflects the direction banking is heading — from connected digital experiences towards autonomous operations. By bringing customer data, teams and processes together, BUSINESSNEXT will help RHB unlock more intelligent, contextual and proactive engagement while creating a foundation for the next phase of autonomous banking,” said Nishant Singh, Founder and CEO, BUSINESSNEXT.
