sbi- mr krishna kumar- customer sat vs serv qty

5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty

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StateBankof

India

Customer SatisfactionCustomer Satisfaction

VsVs

Service QualityService Quality

Presentation byPresentation by

A.Krishna KumarA.Krishna KumarDeputy Managing Director (!"Deputy Managing Director (!"

State #an$ of n%iaState #an$ of n%ia

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

n%ian #an$ing& Challenges

!he S# 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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mproving Service Qualitymproving Service Quality

Excellence in Customer Service must be the primary goal of any

organization.Every employee should understand the importance of ServiceQuality 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 customerswhenever needed

Customer Feedback

Discover customer dissatisfactionIdentify customer needs

Discover priorities of Quality

Compare performance with the competition

Determine opportunities for improvement


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mproving Service Qualitymproving Service Quality

Provide consistent Service ExperienceBefore / 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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n%ian #an$ing Challenges& Customer Diversityn%ian #an$ing 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 qualityservice to all the customer classes as per

their needs


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n%ian #an$ing Challenges& 'inancial nclusionn%ian #an$ing Challenges& 'inancial nclusion

On an all India basis 41% of adult populationis unbanked

500 million Mobile users but about half of

them do not have a bank accountOne bank branch caters to 16,000individuals 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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n%ian #an$ing Challenges& Scaling pn%ian #an$ing Challenges& Scaling p

Indias economic growth: Second only toChina

Projected to overtake Germany as the

worlds fifth largest consumer marketIn two decades, Indian middle class (earningbetween $4500 to $22000 per year) will bemore than half a billion strong

Third challenge is to scale up to thegrowing demand for banking services


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!he S# Story!he S# Story

Meeting the first challengeMeeting the first challenge

!To provide quality service to all the

customer classes as per their needs

S A i


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S#& ! Architecture&S#& ! Architecture&

)nabling *+,- ! perations)nabling *+,- ! perations

Corporate ffice

Share% operations

centre(s"

A!MCall

Centre

/et0or$ of #ranches

1esource Management

A2M

!reasury

1is$ Management

)3ternal Agents

4roup Companies

Associate #an$s

ther #an$s 5 Alliances

1#

Sta$ehol%ers ProspectsCustomers

Pro%uct Development

P)1A!/4 /!S

nternet #an$ing

6elp

Des$

Mobile

#an$ing


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7D) A1)A /)!71K/4 A/D C1) #A/K/47D) A1)A /)!71K/4 A/D C1) #A/K/4

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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/umbers /early *89888 A!Ms

2argest #an$ o0ne% net0or$ in the 0orl%

Car% base :: mn.; 2argest car% base in South Asia

Connectivity Part lan% lines an% part through VSA!s

Daily 6it rate


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nternet #an$ingnternet #an$ing

Retail Services Corporate Services

Customer to Self Customer to Customer Customer to Utility Service rovi!er Customer to "#stitutio#s Customer to e$commerce sites Customer to %over#me#t

&usi#ess to Self &usi#ess to &usi#ess

&usi#ess to 'mployees

&usi#ess to "#stitutio#s

&usi#ess to %over#me#t

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 #an$ingMobile #an$ingServicesServices

Funds transfer using NEFT

Enquiry Services (Balance enquiry /Mini statement)

Request Services (Cheque book

request)Bill Payment (Utility bills, CreditCards)

m-Commerce (Mobile top up,

Merchant Payments, SBI LifeInsurance premium)

1.5 lac registered users

10,000 transactions per day


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!he S# Story!he S# StoryMeeting the secon% challengeMeeting the secon% challenge

!To reach 600,000+ villages and provide Financial Inclusion


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'inancial nclusion& S# nitiative'inancial nclusion& S# nitiative

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 Correspondentmodel


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!he S# Story!he S# StoryMeeting the !hir% challengeMeeting the !hir% 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


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S#& #iggest #an$ 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

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