MO­BILE-EN­ABLED CUS­TOMER ON-BOARD­ING: ICICI BANK

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InformationWeek - - Cover Story -

Tra­di­tion­ally, at ICICI Bank the doc­u­ment-cen­tric cus­tomer on-board­ing process like ac­count open­ing or avail­ing other ser­vices of­fered by the bank was done on pa­per by the agent. The agent then trans­ferred the doc­u­ment to the back-of­fice from where the ac­tual process of de­liv­er­ing the re­quired ser­vice to the cus­tomer be­gan.

In or­der to bridge the gap be­tween ser­vice de­liv­ery time­lines and cus­tomer ex­pec­ta­tion, ICICI Bank started look­ing at mo­bile tech­nolo­gies. The bank de­cided to arm about 5,000 of its mo­bile equipped on-field staff with ZapIn, a mo­bile cap­ture en­ter­prise app de­vel­oped by New­gen Soft­ware.

This app en­abled the agent on move to feed in all cus­tomer-re­lated in­for­ma­tion — be it filled in app forms or ver­i­fi­ca­tion doc­u­ments — through the app in­stan­ta­neously from the client lo­ca­tion and sub­mit it im­me­di­ately to the back of­fice through the GPRS/3G net­work, thus speed­ing up the en­tire cus­tomer on-board­ing process.

Pramod Ku­mar, Head - Cen­ter of Ex­cel­lence for New Prod­ucts and So­lu­tions, New­gen Soft­ware in­forms us that ICICI Bank was awarded the Asian Lead­er­ship Award 2012 for the ‘Best use of Mo­bile Tech­nol­ogy in Fi­nan­cial Ser­vices’ in the BFSI Award seg­ment.

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