Motilal Oswal deploys Zoho platform across 10,000 users and 15 business verticals

Motilal Oswal Financial Services (MOFSL) has deployed Zoho's unified enterprise platform across more than 10,000 users and 15 business verticals as the financial services group looks to unify customer data, sales and service operations while meeting regulatory requirements.

The deployment spans business lines including wealth management, mutual funds, portfolio management services, bonds, insurance, fixed deposits, investment advisory and IPOs.

According to Zoho, MOFSL is using its CRM Plus as the foundation for sales, customer engagement and service operations, alongside Zoho DataPrep for customer data transformation, Zoho Desk for customer support, Zoho Cliq for enterprise collaboration and Zoho Directory for identity and access management.


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The company said the deployment is aimed at addressing fragmented customer data across its various businesses and giving relationship managers a unified view of customers.

“Managing data across multiple internal systems, each structured differently and updated on its own schedule, and making it available to our Relationship Managers in a clean, consistent form every day is not a straightforward problem,” said Raghava Shivalingegowda, head of products at Motilal Oswal Financial Services.

“Zoho enabled us to build a reliable data pipeline at scale. Our Relationship Managers now have a daily-refreshed Customer 360 view that improves the quality of conversations they can have and the opportunities they can identify,” he added.

Zoho DataPrep processes more than 10 million customer records daily and approximately 1 billion rows of customer data every month as part of the deployment. The platform consolidates data from disparate enterprise systems and synchronises it across applications to create a unified Customer 360 view.

The deployment also includes Zoho CRM, which allows relationship managers to manage customer relationships and identify cross-sell and upsell opportunities across MOFSL's portfolio of financial products. Integrated mobile capabilities and telephony allow teams to engage with customers while working in the field.

Zoho Desk is being used to centralise customer support through case management and workflow automation, while Zoho Directory manages identity and access across enterprise applications. Zoho Cliq has been deployed as a dedicated collaboration environment for internal communication.

MOFSL said the architecture allows its 15 business verticals to retain their respective regulatory and governance boundaries while operating on a connected platform.

The deployment followed multiple proof-of-concept demonstrations by Zoho's pre-sales team, with MOFSL evaluating the platform's flexibility and mobile capabilities against its legacy systems. Implementation was carried out in phases in partnership with Fristine Infotech.

“As financial services organisations continue to scale, managing operational complexity and fragmented data becomes increasingly challenging,” said Mani Vembu, CEO of Zoho.

The company said the deployment is designed to give MOFSL a single source of truth for customer information while improving operational visibility and governance across its businesses.