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SUCCESS STORY

State Bank of India Sees Digital Revolution

India’s largest bank leverages digital banking to service millennial customers and vast unbanked masses.

 
Client
State Bank of India (SBI)
Industry
Banking & Financial Services
Services
Banking and Financial Inclusion Services, Government Business

State Bank of India Bank is on a mission to improve the experience of its stakeholders.

State Bank of India (SBI) offers an array of services to its vast clientele across 25,000+ branches and 32 countries. SBI’s branches have traditionally served as the most popular and primary customer service touch-points.

However, SBI wanted to empower its customers to avail services through digital channels—while inside a physical branch or on the move. SBI also wanted to tap the vast unbanked masses of India and drive financial inclusion.

SBI has always had a loyal customer base and high brand recall, but to effectively engage with gen next, they needed a digital transformation.

Picture

TCS conceptualizes and implements transformation program across digital channels.

TCS designed and deployed several transformational programs for the staff and customers of SBI.

For staff,

Our team also spearheaded channel reimagination, business process reengineering, a customer analytics and insights engine, and included several self-service and personalization features to improve productivity and efficiency.

TCS’ robust and scalable platform helped SBI to leap frog the digital journey.

For SBI’s customers, ‘Customer Channel Roopantar’ included several breakthrough initiatives:

  • SBI Digi Vouchera green banking initiative that provides digital alternatives to paper vouchers through a multi-channel solution and as a mobile app.

  • SBI Video Statement: animated and voice-guided customer-level statements, complete with analytics and customers spending patterns.

  • SBI Scribe: a solution that converts non-digital data (handwritten text) into digital data (system readable) to drive high-level efficiencies in account opening and KYC.

  • SBI Minglea solution that provides access to banking operations from social media.

State Bank of India’s digital transformation improves productivity and delights customers.

TCS (a) simplified processes, (b) decongested branches, (c) created customer-centric processes, and (d) enabled efficient staff operations –with a single shot approval process, empowering SBI’s employees to cater to the bank’s digital growth plans.

95MIL

transactions daily

0min

wait to fill vouchers

80%

less data entry to open accounts

10%

less traffic at branches

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