MOBILE-ENABLED CUSTOMER ON-BOARDING: ICICI BANK
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.