The partnership comes in the wake of RBI’s recent focus on improving customer service standards, strengthening complaint handling mechanisms and ensuring mandatory multilingual accessibility | Photo credit: jadampprostore
The platform will help KGB ensure timely and accurate delivery of customer messages at scale and manage all communications with better visibility, control and compliance. It will enable the bank to centrally manage and update communication templates and implement changes consistently across the network.
The partnership comes in the wake of RBI’s recent focus on improving customer service standards, strengthening grievance and redressal mechanisms and ensuring mandatory multilingual accessibility. These guidelines have increased the operational burden on banks, especially for regional banks serving customers who rely heavily on timely SMS alerts, branch-level settlement and communications in local languages.
With Fyno’s BFSI-focused capabilities, Kerala Grameena Bank can now connect or exclude communications providers based on performance, achieve direct telecom integration within 24 hours and maintain reliable message delivery, while meeting regulatory requirements.
communications management
Fyno has already processed more than 165 million messages from KGB’s 92 lakh customers in the past two months. The platform has strengthened the bank’s communications management and customer service, including a 9 percent improvement in text message deliverability, a 14 percent decrease in communication costs and a 46 percent reduction in customer complaints. Fyno wants to process 1.65 billion messages for the bank in the next twelve months.
Aniketh Jain, Co-Founder and CEO, Fyno said, “Kerala Grameena Bank’s adoption of Fyno’s intelligent communications hub reflects how banks across the country are upgrading their technology infrastructure to meet the needs of today’s Bharat consumers. As financial inclusion deepens and digital adoption increases across India, banks are investing in platforms like Fyno that can support large-scale, multilingual and compliance-driven communications for diverse customer bases.”
Published on December 15, 2025
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