sbi- mr krishna kumar- customer sat vs serv qty (1)

8/3/2019 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty (1)

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StateBankofIndia

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Customer SatisfactionCustomer Satisfaction

VsVs

Service QualityService Quality

Presentation byPresentation by

A.Krishna KumarA.Krishna KumarDeputy Managing Director (IT)Deputy Managing Director (IT)

State Bank of IndiaState Bank of India

6th Banking Technology 2010 Conference &6th Banking Technology 2010 Conference &

Banking Technology Awards 2009Banking Technology Awards 2009

January 28, 2010January 28, 2010


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Contents of PresentationContents of Presentation

Customer Satisfaction

Service Quality

Indian Banking: Challenges

The SBI Story


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Custormer SatisfactionCustormer Satisfaction

Customer satisfaction is the key to remain in

business

Customer should get what is needed

At the desired time, place and at the right price.

96% dissatisfied customers dont complain- butshare with others.

91% unhappy customers never purchase goods /services again.

82-95% customers can be retained if they get aprompt response.

It costs 5 times to attract a new customer than to

retain an existing customer.


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Service QualityService Quality

Customer needs go on changing. Expectations continue

to increase. Quality level needs to be improvedaccordingly.

Quality in a product or service is not what the supplierputs 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

Strive to give customers more than what they expect

Dissatisfied Customers like to talk to a real, live,responsive person who will listen and help them getsatisfaction


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Improving Service QualityImproving Service Quality

Excellence in Customer Service must be the primary goal of

any organization. Every employee should understand the importance of Service

Quality and Customer Satisfaction

Communicate with customers not only while transacting but moreimportantly when not transacting

Complaint resolution mechanism should leverage technology andalso have real, live, responsive persons to communicate todissatisfied 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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Improving Service QualityImproving Service Quality

Provide consistent Service Experience Before / During / After Sale

Across all Channels and touch points

Keep IT infrastructure scaled up to the expected /real volumes and running 24x7

Leverage existing customer information /behavior for knowing customer needs inadvance

Data Warehouse and Customer RelationshipManagement


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Indian Banking Challenges: Customer DiversityIndian Banking Challenges: Customer Diversity

India is a country of diversity and also ofdisparities.

A number of Indians appear in ForbesBillionaires list yet India also has the largest

concentration of poor

Luxury cars and bullock carts share thesame roads

Skyscrapers coexist with slums

First challenge is to provide quality service toall the customer classes as per their needs


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Indian Banking Challenges: Financial InclusionIndian Banking Challenges: Financial Inclusion

On an all India basis 41% of adult populationis unbanked

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 indeveloped countries address the needs of1,500 to 4,500 individuals.

Second challenge is to reach 600,000+villages and provide Financial Inclusion


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Indian Banking Challenges: Scaling UpIndian Banking Challenges: Scaling Up

Indias economic growth: Second only toChina

Projected to overtake Germany as the

worlds fifth largest consumer market In two decades, Indian middle class (earning

between $4500 to $22000 per year) will bemore than half a billion strong

Third challenge is to scale up to the growingdemand for banking services


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The SBI StoryThe SBI Story

Meeting the first challengeMeeting the first challenge

To provide quality service to all the

customer classes as per their needs

SBI IT A hi


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SBI: IT Architecture:SBI: IT Architecture:

Enabling 24*7 IT OperationsEnabling 24*7 IT Operations

Corporate Office

Shared operations centre(s)

ATMCall

Centre

Network of Branches

Resource Management

ALM

Treasury

Risk Management

External Agents

Group Companies

Associate Banks

Other Banks & Alliances

RBI

Stakeholders ProspectsCustomers

Product Development

OPERATING UNITS

Internet Banking

Help

Desk

Mobile

Banking


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WIDE AREA NETWORKING AND CORE BANKINGWIDE AREA NETWORKING AND CORE BANKING

All 17000+ branches of SBI Group are on Core

Banking.Enabling Anywhere Anytime banking

One of the largest private worldwide network

Using Leased lines, ISDN, PSTN, MPLS, VSATs

More than 25,000 touch points


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Numbers Nearly 20,000 ATMs

Largest Bank owned network in the world

Card base 66 mn.- Largest card base in South Asia

Connectivity Part land lines and part through VSATs

Daily Hit rate 300 hits per ATM

Transaction Volume Average : 134 million per month

Cash dispensed Rs. 330 billion per month

ATM ProjectATM Project

Value Added Services

Bill Payments, Payment of College/Hostel Fee

Card to Card transfer of funds

Donation to Temples / Trusts


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Internet BankingInternet 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

5 million txns per month

3.5 million Retail

1.5 million CorporateServices:

Funds transfers (includingthrough RTGS & NEFT,Payment of utility bills,Payment of taxes, Booking ofRail/Air tickets


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Mobile BankingMobile BankingServicesServices

Funds transfer using NEFT

Enquiry Services (Balance enquiry/Mini statement)

Request Services (Cheque book

request)Bill Payment (Utility bills, Credit

Cards)

m-Commerce (Mobile top up,

Merchant Payments, SBI LifeInsurance premium)

1.5 lac registered users

10,000 transactions per day


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The SBI StoryThe SBI StoryMeeting the second challengeMeeting the second challenge

To reach 600,000+ villages and provide Financial Inclusion


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Financial Inclusion: SBI InitiativeFinancial Inclusion: SBI Initiative

Enabled through Point of Sale (POS)instrument and Smart Cards

Reaching 100 thousand unbanked villages

Over 1million No Frills Savings accountsopened

Government benefits paid directly to

beneficiary's accountOperated through Business Correspondent

model


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The SBI StoryThe SBI StoryMeeting the Third challengeMeeting the Third challenge

To scale up to the growing demand for banking services


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Preparing for the futurePreparing for the future

Scaling up technology infrastructureand inducting cutting edge technology

Enterprise Data Warehouse under

implementationRevamping Network

Scaling up ATM installations to 25000

within this year

Opening 1000 branches every year

S i i S i f S C


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SBI: Biggest Bank in the Service of Smallest Customer

More than 2 centuries of Trust

Widest reach with more than17000 branches of the group onCore Banking

Nearly 20000 ATMs of the group

All branches enabled for SecureInternet Banking and MobileBanking

All branches enabled for RTGSand NEFT

State of the art Data Centre andDisaster Recovery Site

Enabled E-Government projects

Technology driven FinancialInclusion


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Thank youThank you

sbi- mr krishna kumar- customer sat vs serv qty (1)

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