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.
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 Voucher: a 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 Mingle: a solution that provides access to banking operations from social media.
What Made it happen
BFSI companies are looking to move from legacy contact centers to a 360-degree digital approach, augmenting voice capabilities through omnichannel and self-service modules. TCS’ solutions help enterprises adopt data-driven and automation-led customer experience management.
Risk and Compliance functions are looking to drive intelligent interventions in information and control assurance as higher probability of risk demands enhanced controls for effective risk and compliance management. The TCS solution caters to the BFSI industry enabling compliance, driving automation and optimization of costs.
The economic uncertainty resulting from the COVID-19 crisis has made it imperative for banks to relook at their counterparty risk management practices. With TCS’ Early Warning Framework, banks can assess the riskiness of counterparties in near real time.
