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Presentation by
A.Krishna Kumar
Deputy Managing Director (IT) State Bank of India
6th Banking Technology 2010 Conference & Banking Technology Awards 2009
January 28, 2010
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Contents of Presentation
Customer Satisfaction
State Bank of India
Service Quality
Custormer Satisfaction
Customer satisfaction is the key to remain in business
96% dissatisfied customers dont complain- but share with others. 91% unhappy customers never purchase goods / services again.
Service Quality
Customer needs go on changing. Expectations continue to increase. Quality level needs to be improved accordingly.
State Bank of India
Quality in a product or service is not what the supplier puts in. It is the value the customer perceives. Quality in customer service requires awareness of needs, problems, fears and aspirations of the customer It is extremely important to deliver what is promised
Demand generation is always easier than demand fulfillment
Dissatisfied Customers like to talk to a real, live, responsive person who will listen and help them get satisfaction
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Communicate with customers not only while transacting but more importantly when not transacting Complaint resolution mechanism should leverage technology and also have real, live, responsive persons to communicate to dissatisfied customers whenever needed
Customer Feedback
Discover customer dissatisfaction Identify customer needs Discover priorities of Quality Compare performance with the competition Determine opportunities for improvement
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Leverage existing customer information / behavior for knowing customer needs in advance
Data Warehouse and Customer Relationship Management
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A number of Indians appear in Forbes Billionaires list yet India also has the largest concentration of poor Luxury cars and bullock carts share the same roads Skyscrapers coexist with slums First challenge is to provide quality service to all the customer classes as per their needs
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500 million Mobile users but about half of them do not have a bank account
One bank branch caters to 16,000 individuals in India, while a similar branch in developed countries address the needs of 1,500 to 4,500 individuals.
Second challenge is to reach 600,000+ villages and provide Financial Inclusion
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In two decades, Indian middle class (earning between $4500 to $22000 per year) will be more than half a billion strong
Third challenge is to scale up to the growing demand for banking services
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Stakeholders Customers
Prospects
Mobile Banking
Help Desk
Call Centre
OPERATING UNITS
Product Development
Treasury
Risk Management
Corporate Office
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ATM Project
Numbers Nearly 20,000 ATMs Largest Bank owned network in the world
66 mn.- Largest card base in South Asia Part land lines and part through VSATs
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Internet Banking
Retail Services Corporate Services
Customer to Self Customer to Customer Customer to Utility Service Provider Customer to Institutions Customer to e-commerce sites Customer to Government
Business to Self Business to Business Business to Employees Business to Institutions Business to Government
No. of Users:
4 million
Services:
Funds transfers (including through RTGS & NEFT, Payment of utility bills, Payment of taxes, Booking of Rail/Air tickets 13
Mobile Banking
Services
Request Services (Cheque book request) Bill Payment (Utility bills, Credit Cards) m-Commerce (Mobile top up, Merchant Payments, SBI Life Insurance premium)
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Revamping Network Scaling up ATM installations to 25000 within this year Opening 1000 branches every year
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Widest reach with more than 17000 branches of the group on Core Banking
State Bank of India
Nearly 20000 ATMs of the group All branches enabled for Secure Internet Banking and Mobile Banking
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Thank you
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