“The performance — and the volume we’re generating — is very well managed on [Elixir].“
25 million documents
processed on a monthly basis
65–70% savings
by transitioning a print-reliant line of business to digital
More than 9 million customers
following the launch of a new digital banking product
Headquartered in Dubai, Emirates NBD (ENBD) is the Middle East’s digital banking leader. Its guiding vision is to be “globally recognized as the most valued financial services provider based in the Middle East” — and its customer relationships are essential to achieving that goal.
Before engaging with Elixir and TechnoVal, the banking giant was held back by manual processes and outdated tools for managing more than 25 million customer documents every month.
To modernize their customer communications and reach a digital-native audience, ENBD worked with TechnoVal to choose Elixir as the engine for their customer comms. Through the partnership, ENBD was able to meet increasing digital demand and reach a digital-native generation with groundbreaking banking products.
The problem: Manual processes bottleneck growth
With operations spanning multiple continents and a reputation for digital innovation, ENBD recognized the need to transform its customer communications and service delivery to maintain its competitive edge in an increasingly digital banking landscape. The rate of digital transactions among ENBD’s customer base was growing rapidly: 50% of its customers were active digital users, and 90% of all transactions were conducted outside physical branches.
The company also wanted to attract and retain a younger demographic, but lacked the capabilities necessary for digital delivery and mobile banking — critical components for engaging a tech-savvy audience. ENBD's vision was clear, but it required a fundamental shift in its operational infrastructure.
Manual processes created bottlenecks for ENBD, meaning:
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The bank couldn’t launch new products efficiently.
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They were unable to expand globally with speed and precision.
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ENDB couldn’t send rapid, accurate, personalized communications to its customers.
Recognizing the scale of these challenges, ENBD sought a comprehensive solution that could not only address immediate operational bottlenecks but also support future growth ambitions. The partnership with Elixir, supported by TechnoVal, provided the framework for this ambitious transformation.
The solution: A platform for secure, personalized comms at huge scale
To overcome these challenges, the bank prioritized a comprehensive overhaul of its core customer communications management (CCM) platforms and digitization of workflows. The bank partnered with Elixir, supported by TechnoVal, to implement a solution capable of exceeding its core CCM requirements, like:
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Seamless data integration to ensure secure, accurate, and personalized customer communications.
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Elixir's infrastructure allows end-to-end secure data flow, ensuring that relevant, personalized information reaches customers effectively.
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Organization-wide scalability and agility to meet growing demands.
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In 2018, ENBD launched the UAE's first digital bank tailored to millennials, achieving rapid success by acquiring over 10,000 new customers each month and securing a 7% share of the millennial market.
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Enhanced customer experience across multiple touchpoints.
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ENBD leveraged Elixir to enable on-demand, mobile customer communications, improving engagement and accessibility.
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This transformation enabled ENBD to digitize customer communications, drive operational efficiency, and prepare for global expansion. Now, more than 25 million documents flow monthly through Elixir, including loan documents, telegraphic transfers, wealth statements, account statements, credit card statements, consolidated statements, and letters. These communications support six business lines across 197 branches in Dubai (Conventional and Islamic), India, London, Singapore, and Saudi Arabia.
The results: Revenue growth and rapid digital adoption
By implementing Elixir's robust communication infrastructure with TechnoVal's dedicated support, ENBD established a scalable foundation for digital innovation that has delivered measurable results across customer engagement, operational efficiency, and market expansion.
The partnership between Elixir and TechnoVal provided WENBD with unique capabilities that drove its digital transformation:
Built-in scalability for international CCM
The partnership supported ENBD's international expansion, enabling seamless operation across Dubai, India, London, Singapore, and Saudi Arabia — and pushing international revenue to 39% of the company’s total revenue (2022).
A modern, tailored communications platform
Using Elixir solutions implemented by TechnoVal, ENBD successfully launched the UAE's first digital bank for millennials in 2018 — and acquired 10,000 new customers monthly to secure a 7% share of the millennial market.
Robust architecture, efficiently implemented
Elixir's robust architecture enabled ENBD to handle increasing transaction volumes while maintaining performance, processing over 25 million documents monthly across six business lines and 197 branches globally.
Operational efficiency leads to enterprise growth
The integration of Elixir's infrastructure with TechnoVal's support enabled ENBD to achieve:
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- 9 million customers (2023);
- 6.8% year-over-year growth in retail banking and wealth management profit (2016–2023);
- 6% annual increase in loans (2016–2023);
- 84% digital customer activation rate; and
- successful handling of 90% of transactions outside physical branches.
The future: Seamless new product offerings
In the future, the bank plans to expand its use of Elixir to support new communication channels, including WhatsApp, further enhancing its multi-channel customer engagement capabilities.
Elixir’s scalable, flexible architecture, combined with Technoval’s strategic implementation and regional expertise, allowed ENBD to support international growth seamlessly. The platform's ability to handle high communication volumes enabled the bank to roll out new initiatives and projects without performance issues, cementing its position as a leader in digital banking.
Building on their success with Elixir and TechnoVal, ENBD stays ready to navigate the future of banking (in the Middle East and across the globe) while ensuring seamless service delivery and market leadership.
Demo Elixir Cloud to discover the benefits of secure, scalable, modern customer communications with Elixir.
