In today’s dynamic business landscape, customer relationship management (CRM) has evolved beyond traditional frameworks to embrace innovative and vertical-specific solutions. Playing a key role in this change, Soumya Chatterjee, Co-Founder and CEO of Easyrewardz, a company advancing the CRM industry with its latest technology and tailored approaches. Easyrewardz’s flagship product, Zence, demonstrates how a modular, plug-and-play CRM stack can unify customer experiences and deliver measurable outcomes across sectors.
In this interview, Soumya Chatterjee shares insights into the challenges faced by Easyrewardz, the innovations that led to the development of Zence, and the strategic focus on vertical SaaS for Retail and BFSI industries. As Easyrewardz continues to develop AI-driven personalization and real-time analytics, Chatterjee’s leadership is influencing emerging practices in the CRM field. Join us as we delve into the journey of Easyrewardz, exploring how it changes customer interactions into valuable opportunities for brands and customers alike.
1. Easyrewardz has been a key player in CRM solutions. What inspired its inception, and how has its vision evolved over the years?
When we started Easyrewardz, our core belief was that loyalty should be more than just points—it should be about relationships. That insight drove our early innovations and continues to shape us today. What began as a platform to manage loyalty has evolved into a comprehensive Customer Lifecycle Management suite that enables businesses to seamlessly acquire, engage, and retain customers. Over the years, our vision shifted from being loyalty-first to CRM-led with a vertical focus, delivering measurable outcomes in Retail and BFSI.
2. Having been in the CRM & Loyalty industry for over a decade, what challenges did Easyrewardz face, and how did they shape the innovation behind Zence?
Over the years, we realized that businesses across sectors were struggling with fragmented systems and siloed customer data. This made it hard to deliver unified and consistent experiences. Zence was born out of this need—to unify customer experience and delivered through a Single View of Customer. The challenge of integrating data across channels, platforms, and systems pushed us to innovate with Zence—our modular, plug-and-play CRM stack designed to be both comprehensive and agile. What shaped Zence wasn’t just the market gap—it was listening to our clients and co-innovating with them to build something flexible, modular, and deeply contextual to their business goals. It’s our response to complexity, distilled into simplicity.
And nowhere is this more evident than in retail, where we saw traditional, one-size-fits-all CRM systems fall short of managing the complex nuances of the industry. Vertical SaaS bridges that gap. Designed to manage the entire customer lifecycle—from acquisition to retention—Zence aligns technology with retail-specific needs like inventory visibility, diverse product catalogs, omnichannel engagement, and customer feedback. That’s how we’ve redefined CRM to work the way retail businesses do—not the other way around.
3. Vertical SaaS is gaining traction globally. How does Easyrewardz leverage this model to create industry-specific solutions for Retail and BFSI?
At Easyrewardz, we’ve taken a conscious call to build for depth with a vertical-first approach. We’ve always believed that CRM should work the way your business does—not the other way around. That’s why Zence, our composable CRM suite, is purpose-built for Retail, while our BFSI platform is uniquely tailored for banks and financial institutions. The needs of each vertical are fundamentally different—Retail demands high-frequency engagement across online and offline channels, while BFSI calls for trust-led, compliance-first journeys like card onboarding, spend-based engagement, or digital servicing. Our platforms are independently designed with vertical-specific modules, journeys, and KPIs. This allows us to deliver measurable outcomes faster—whether it’s repeat footfall in retail or cross-sell & upsell in BFSI.
4. Could you highlight some standout features of your Vertical SaaS offerings and illustrate their impact with examples from the retail fashion or QSR sectors?
So, when we set out to build Zence, our goal was simple: deliver a CRM that feels native to retail, not an afterthought bolted onto a generic platform. By unifying campaigns, loyalty, customer data, feedback, and service into one seamless interface, we eliminated the costly silos that slow brands’ growth. Our AI driven segmentation continually refines target cohorts based on live lifecycle and behavioral signals, so every message—from a birthday offer to a flash sale alert—lands with precision.
In practice, that has translated into a 30% uplift in ROI for a leading footwear brand within six months and a 20% jump in average order value for a 500 outlet QSR chain, thanks to dynamic combo offers and personalized re-engagement nudges. This is vertical SaaS in action: plug and play workflows, drag and drop orchestration across 12+ channels, and a loyalty engine that adapts in real time to customer value.
5. Zence is recognized as a comprehensive CRM solution. How does it redefine customer engagement and create seamless omnichannel experiences?
Zence is built on the principle of customer centricity where engagement is personalized for the customer. It brings together Loyalty, Marketing Automation, Feedback, and Service into one integrated platform. Whether a customer walks into a store, transacts online, chats via WhatsApp, or raises a service request—Zence ensures every touchpoint is stitched together into a cohesive journey. Brands can then trigger personalized actions in real-time, making interactions not only seamless but deeply contextual and relevant.
6. What are some of the latest technological advancements shaping CRM solutions today, and how is Easyrewardz incorporating them into its products?
The next wave of CRM isn’t about collecting data—it’s about acting on it in real time with intelligence. Four key advancements are shaping the industry: AI-driven decisioning, real-time analytics, low-code/no-code journey orchestration, and unified customer data platforms (CDPs). These technologies enable CRM platforms to be proactive, responsive, and scalable—pushing brands toward personalization at scale.
We’ve woven these capabilities into Zence’ DNA. Unlike most platforms that only analyze online data or suggest campaigns without execution capabilities, Zence offers an integrated platform that understands both online and offline behavior, manages detractors through feedback and service journeys, and enables fulfilment end-to-end. Whether it’s triggering a retention journey based on a service ticket or automating engagement post negative feedback, our platform ensures that every signal is turned into meaningful action.
7. Looking ahead, how do you envision the future of Vertical SaaS, and what strategic role does Easyrewardz aim to play in this evolving landscape?
The future of Vertical SaaS lies in contextual intelligence—solutions that deeply understand industry nuances and align with business KPIs. It will increasingly be judged by how quickly it delivers business outcomes—not just features. The future lies in plug-and-play industry stacks that are context-aware, compliance-ready, and ROI-driven. At Easyrewardz, we are focused on building these stacks across Retail and BFSI—pre-configured with industry-specific journeys, performance metrics, and integrations.
In Retail, we see ourselves doubling down on omnichannel journeys and personalized commerce. In BFSI, our platform is evolving to deeply embed into banking journeys—from onboarding to rewards-led engagement. Our strategic role is clear: be the go-to CRM partner for enterprises looking to shift from tools to outcomes.
8. Easyrewardz has consistently focused on innovation. Are there any upcoming product developments or strategic partnerships that customers should look forward to?
Innovation at Easyrewardz is never next quarter – it’s happening now.
In retail, our focus remains on orchestrating unified customer journeys—not just improving parts of the experience, but reimagining it as a whole. With Zence, we’ve moved beyond point solutions. What used to be fragmented—loyalty platforms, feedback tools, ticketing, campaign management, have been unified into one modular, AI-powered ecosystem, replacing a stack of vertical apps with one cohesive CRM suite to solve all problems.
In BFSI, we’re doubling down on Affluent and Travel segments—developing trust-led, rewards-first journeys that are deeply integrated with banking and card lifecycles. These aren’t just feature upgrades—they’re segment-defining features. For SMBs and growth-stage businesses, we’ve launched Popin—our DIY platform that enables brands to set up and run personalized campaigns, rewards, and feedback programs with minimal effort and maximum impact
Looking ahead, our roadmap includes deeper AI capabilities to drive predictive intelligence, automate workflows, and personalize customer interactions at scale. There’s a lot to look forward to—and we’re just getting started.
9. With AI-driven personalization becoming a major trend, how is Easyrewardz integrating artificial intelligence to enhance CRM solutions and customer loyalty strategies?
At Easyrewardz, AI isn’t a feature—it’s the backbone driving personalization across the entire customer lifecycle. Whether it’s Loyalty, Marketing Automation, Feedback, or Service, every module is intelligently connected through our Smart Segments engine, which continuously analyzes transaction data, channel behavior, and feedback to auto-update customer cohorts in real time. Zence then acts on these insights through its Next-Best-Action layer—triggering the most relevant nudge, offer, or engagement based on live customer signals.
Beyond targeting, AI optimizes entire journeys—identifying the best-performing content, channel, and timing to drive meaningful outcomes. Sentiment analysis adds another layer of intelligence, helping brands proactively act on customer feedback, reduce churn, and drive satisfaction. And we’re going further—with Agenting AI now in the works, we're enabling bots that don’t just analyze but act: resolving service tickets, orchestrating fulfilment journeys, and scaling personalized interactions autonomously.
All of this is anchored in our unified Customer Data Platform, ensuring a consistent, real-time view of every customer. It’s not just personalization—it’s predictive, cross-functional engagement built to deliver value across every touchpoint.
10. If you had to summarize Easyrewardz’ journey in one sentence, what would it be?
A journey of turning every customer interaction into an opportunity to create value—for the brand and the customer alike.
