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Driving enterprise transformation at Tamilnad Mercantile Bank with Oracle Fusion Cloud
About
Tamilnad Mercantile Bank Ltd. (TMB) is a private sector bank headquartered in Thoothukudi, Tamil Nadu. Established in 1921, the bank provides a range of banking and financial services to retail, business, agricultural, and institutional customers across India.
TMB operates an extensive network of branches and banking channels and offers products and services across personal banking, business banking, agricultural financing, digital banking, payments, deposits, loans, and investment services.
Over the years, the bank has expanded its presence beyond its home state while continuing to support individuals, businesses, and enterprises through its banking and financial solutions. TMB also provides digital banking capabilities through internet and mobile banking platforms, supporting customer access across multiple channels.
Key Business Priorities
As Tamilnad Mercantile Bank (TMB) continued to expand its branch network and customer reach across India, there was an increasing need to further standardise processes, enhance operational visibility, and support business growth through modern, integrated enterprise platforms. The bank identified opportunities to streamline processes across both Enterprise Resource Planning (ERP) and Customer Experience (CX) functions
Enterprise Resource Planning (ERP)
TMB sought to enhance operational efficiency and governance across procurement, finance, property management, and vendor-related processes through greater standardisation and process integration. Key focus areas included:
- Supporting procurement and finance operations across a geographically distributed branch network.
- Streamlining vendor onboarding and vendor lifecycle management processes.
- Improving the consistency and completeness of vendor master data, including tax-related information such as GST and PAN details.
- Digitising and standardising procurement, sourcing, invoice processing, payment approvals, and related workflow processes.
- Strengthening management and tracking of branch and ATM lease information, along with enterprise-wide fixed asset records.
- Enhancing support for tax-related reconciliation and compliance processes, including GST and TDS reporting requirements.
- Reducing reliance on multiple disconnected systems supporting vendor management, expense management, and banking operations.
Customer Experience (CX)
As customer engagement channels continued to evolve, TMB identified opportunities to strengthen customer relationship management capabilities and improve service consistency across the organisation. Key areas of focus included:
- Providing branch teams with enhanced tools to support customer engagement and relationship management activities.
- Improving user experience and adoption of CRM capabilities across business users.
- Supporting a more consistent customer experience across service and engagement channels.
- Enabling a consolidated view of customer information to support informed customer interactions.
- Establishing an enterprise-wide CRM platform to support customer management processes across business functions.
- Modernising complaint and service request management processes through improved workflow and case management capabilities.
Transformation Objective
To address these priorities, TMB initiated a transformation program aimed at modernising its ERP and CX landscape, with the objective of standardising business processes, improving information visibility, strengthening governance, and providing a scalable foundation to support future operational and customer engagement requirements.
Our solution
To support TMB's business and technology modernisation objectives, Deloitte implemented AI enabled Oracle Fusion Cloud applications across Finance, Procurement, and Customer Experience (CX) functions. The program established integrated processes and a common technology platform across key operational and customer-facing areas.
The program was delivered using Deloitte's implementation approach, combining program governance, business process alignment, solution design, and deployment services across ERP and CX workstreams. Deloitte leveraged its Oracle Fusion implementation experience, delivery accelerators, and program management methodologies, including Enterprise Consciousness™ and PMOne™, to support planning, execution, stakeholder engagement, testing, and deployment activities throughout the program lifecycle.
Business outcomes/Results achieved
The program established an integrated Oracle Fusion ERP and CX platform supporting finance, procurement, supplier management, customer engagement, and related business processes across the organization.
Key capabilities delivered include:
- A centralised repository for vendor and fixed asset information, with support for vendor onboarding processes and validation of key statutory information such as GST and PAN details.
- Standardised finance processes through Oracle Fusion Financials, including integration with core banking systems and support for financial reporting and reconciliation activities.
- Integration between core banking and finance platforms to support the exchange and synchronisation of financial transaction information.
- Digitised Procure-to-Pay processes encompassing requisitions, sourcing, purchase orders, invoice processing, approvals, and payments, with workflow-based routing and tracking.
- Automated invoice capture capabilities leveraging document recognition technologies, supporting invoice processing across branch locations.
- Digital supplier interactions through vendor management and procurement workflows, including electronic notifications and remittance communications.
- Configurable approval workflows and process automation designed to support governance, auditability, and operational consistency across finance and procurement activities.
- Enterprise CRM capabilities supporting customer relationship management, sales, service, marketing, and customer data management on a common platform.
- Improved visibility into business processes through centralized data, workflow monitoring, and reporting capabilities across ERP and CX functions.
- A scalable AI enabled Oracle Fusion Cloud platform that provides a common foundation for supporting TMB's finance, procurement, sales, service, and customer engagement operations while accommodating evolving business requirements.
