Description
This is a presentation explaining Customer Acquisition and Retention(CAR) Through Technology for ICICI Bank.It discuss topics like technology,CRM etc at ICICI bank
Hum Hain Na
Success Roadmap
1955 - Industrial Credit and Investment Corporation of India Limited (ICICI) was incorporated at the initiative of the World Bank, the Government of India and representatives of Indian industry 1994 - ICICI Bank was set up 1996 - First Bank in India to launch website 1997 - First Bank in India to launch Internet Banking
1999 - First Bank in India to launch online bill payment 2000 - ICICI Bank became the first commercial bank from India to list its stock on NYSE.
2005 - ICICI Bank and Visa jointly launched mChq – a revolutionary credit card on the mobile phone.
First bank in India with million online customers
Services Offered
Bill Junction Utility bill payments Pay Seal electronic payment system Corporate Infinity online transfer/ settlement system
ICICI Bank Services
ICICI Markets online FX, Debt, SME Portal
ICICI Direct – Online Share Trading and DEMAT services
Business Multiplier web interface
3
Strategy and Values
Promote good and fair banking practices
Increase transparency for better understanding of the services offered Encourage market forces, through competition, to achieve higher operating standards Promote a fair and cordial relationship between you and your bank;
Foster confidence in the banking system.
Consumer’s Perception
ATM Services Cheque Drop Facility Ease of use Availability of Cash Security
Indifferent 22% Dissatisfied 17% Satisfied 61%
Branch Services Accessibility
Speed of Services Employee Behaviour
Service Variety Security Core Banking Services New Schemes
Dissatisfied 18% Indifferent 25% Satisfied 57%
Consumer’s Perception(contd.)
Loan Processing
Documentation Time Turnaround Time Interest Rate
Dissatisfied 32% Satisfied 33%
Indifferent 35%
Other Services
Net Banking Phone Banking Mobile Banking
Dissatisfied 27% Satisfied 47%
Indifferent 26%
Customer Relationship Management (CRM)
Interface between organization and its customers
Software and Programs that support the process
Store data on every aspect of the customer, and the Customer Life Cycle
Customer Relationship Management (CRM)
Customer Life Cycle
Customer Acquisition through Technology
• Newspaper Ads and articles • Information about Credit Cards, Loans and other services • Information through emails • Web based awareness system (http://www.icicibank.com/Pfsuser/gallery /customer.html)
Medium of Awareness
Word of mouth 17% Print media 37% TV Ads 26%
Customer First Series
Banners/h oardings 20%
Customer Acquisition through Technology
Agri - Farmer Service Centres (FSCs)
• FSC provides one stop solution to the farmer • Agri extension support • Inputs and other services • Credit • Market linkage • Rural infrastructure • These FSCs are promoted by Agri Input suppliers , and avoids duplication of efforts by different players
Customer Acquisition through Technology
Input Merchant Store
• Credit • Debit • e-purse
Farmer Service Center
Bank Account/ Credit History
Output Sale
Collect Money
Online update of Bank accounts
Smart Card solution for FSCs
11
Customer Acquisition through Technology
Smart Cards … An alternative
• Difficulty in rural banking • Management of Cash • Cost of idle cash • Cost of cash handling infrastructure • Geographical spreads • Solutions through • Elimination/ reduction of cash handling • Innovation of low cost delivery channels • Smart Card - an ideal vehicle
Customer Retention through Technology
Grid based Debit Card
• Grid present on the reverse of debit card • Every cell in the grid will have alphabets from A to P and numbers printed in them • The transaction will be processed only after customer enters the correct values, as instructed
Customer Retention through Technology
• Designed to protect your password from malicious “Spyware” and “Trojan Programs”. • Use of Virtual keyboard will reduce the risk of password theft.
Virtual Keyboard
Is it secure to transact via net banking?
No, 21 Yes, 33
Customer Retention through Technology
Agitated and Unhappy Customers
Happy Customer
Opti-Q Queue Management Sysyem
Customer Retention through Technology
Opti-Q : Queue Management System
• Complete branch analytics system • Manages customer queues in real time • Performance metrics like Customer Wait Time, Average Service Time and Employee Efficiency improved substantially • Prioritize services for VIP customers • A convenient method to cross sell and upsell their products to waiting customers • Built-in “Raise the Performance Bar” - every time a teller attends to a customer, the current service time is compared with the accepted benchmark
doc_470475880.pptx
This is a presentation explaining Customer Acquisition and Retention(CAR) Through Technology for ICICI Bank.It discuss topics like technology,CRM etc at ICICI bank
Hum Hain Na
Success Roadmap
1955 - Industrial Credit and Investment Corporation of India Limited (ICICI) was incorporated at the initiative of the World Bank, the Government of India and representatives of Indian industry 1994 - ICICI Bank was set up 1996 - First Bank in India to launch website 1997 - First Bank in India to launch Internet Banking
1999 - First Bank in India to launch online bill payment 2000 - ICICI Bank became the first commercial bank from India to list its stock on NYSE.
2005 - ICICI Bank and Visa jointly launched mChq – a revolutionary credit card on the mobile phone.
First bank in India with million online customers
Services Offered
Bill Junction Utility bill payments Pay Seal electronic payment system Corporate Infinity online transfer/ settlement system
ICICI Bank Services
ICICI Markets online FX, Debt, SME Portal
ICICI Direct – Online Share Trading and DEMAT services
Business Multiplier web interface
3
Strategy and Values
Promote good and fair banking practices
Increase transparency for better understanding of the services offered Encourage market forces, through competition, to achieve higher operating standards Promote a fair and cordial relationship between you and your bank;
Foster confidence in the banking system.
Consumer’s Perception
ATM Services Cheque Drop Facility Ease of use Availability of Cash Security
Indifferent 22% Dissatisfied 17% Satisfied 61%
Branch Services Accessibility
Speed of Services Employee Behaviour
Service Variety Security Core Banking Services New Schemes
Dissatisfied 18% Indifferent 25% Satisfied 57%
Consumer’s Perception(contd.)
Loan Processing
Documentation Time Turnaround Time Interest Rate
Dissatisfied 32% Satisfied 33%
Indifferent 35%
Other Services
Net Banking Phone Banking Mobile Banking
Dissatisfied 27% Satisfied 47%
Indifferent 26%
Customer Relationship Management (CRM)
Interface between organization and its customers
Software and Programs that support the process
Store data on every aspect of the customer, and the Customer Life Cycle
Customer Relationship Management (CRM)
Customer Life Cycle
Customer Acquisition through Technology
• Newspaper Ads and articles • Information about Credit Cards, Loans and other services • Information through emails • Web based awareness system (http://www.icicibank.com/Pfsuser/gallery /customer.html)
Medium of Awareness
Word of mouth 17% Print media 37% TV Ads 26%
Customer First Series
Banners/h oardings 20%
Customer Acquisition through Technology
Agri - Farmer Service Centres (FSCs)
• FSC provides one stop solution to the farmer • Agri extension support • Inputs and other services • Credit • Market linkage • Rural infrastructure • These FSCs are promoted by Agri Input suppliers , and avoids duplication of efforts by different players
Customer Acquisition through Technology
Input Merchant Store
• Credit • Debit • e-purse
Farmer Service Center
Bank Account/ Credit History
Output Sale
Collect Money
Online update of Bank accounts
Smart Card solution for FSCs
11
Customer Acquisition through Technology
Smart Cards … An alternative
• Difficulty in rural banking • Management of Cash • Cost of idle cash • Cost of cash handling infrastructure • Geographical spreads • Solutions through • Elimination/ reduction of cash handling • Innovation of low cost delivery channels • Smart Card - an ideal vehicle
Customer Retention through Technology
Grid based Debit Card
• Grid present on the reverse of debit card • Every cell in the grid will have alphabets from A to P and numbers printed in them • The transaction will be processed only after customer enters the correct values, as instructed
Customer Retention through Technology
• Designed to protect your password from malicious “Spyware” and “Trojan Programs”. • Use of Virtual keyboard will reduce the risk of password theft.
Virtual Keyboard
Is it secure to transact via net banking?
No, 21 Yes, 33
Customer Retention through Technology
Agitated and Unhappy Customers
Happy Customer
Opti-Q Queue Management Sysyem
Customer Retention through Technology
Opti-Q : Queue Management System
• Complete branch analytics system • Manages customer queues in real time • Performance metrics like Customer Wait Time, Average Service Time and Employee Efficiency improved substantially • Prioritize services for VIP customers • A convenient method to cross sell and upsell their products to waiting customers • Built-in “Raise the Performance Bar” - every time a teller attends to a customer, the current service time is compared with the accepted benchmark
doc_470475880.pptx