Page 145 - DCOM208_BANKING_THEORY_AND_PRACTICE

Banking Theory and Practice

Notes Star Accounts for children below the age of 18 years, Student Banking Services for students,
Salary Accounts for salaried employees, Roaming Current Accounts for businessmen,
Private Banking for high net worth individuals and Senior Citizens Accounts for individuals
above the age of 60 years). ICICI Bank has further micro-segmented various categories of
customers in order to offer products catering to specific needs of each customer segment,
like defence banking services for defence personnel. This strategy has contributed
significantly to the rapid growth in the retail liability base.
Credit Cards
ICICI Bank is also the largest incremental issuer of cards (including both debit and credit
cards) in India. At March 31, 2003, ICICI Bank had issued over 3.4 million debit cards and
1.0 million credit cards. Its multi-channel distribution strategy provides its customers
24%7 accesses to banking services. This distribution strategy not only offers enhanced
convenience and mobility to the customer but also supports its customer acquisition and
channel migration efforts.
Electronic Channels
During the year, ICICI has expanded its electronic channels and migrated large volumes
of customer transactions to these channels. Seventy percent of customer induced transactions
take place through electronic channels.
ATMs

During fiscal 2003, the Bank significantly strengthened its ATM network, taking the total
number of ICICI Bank ATMs to 1,675. ICICI Bank has also pioneered the concept of mobile
ATMs to reach out to remote/rural areas. Other facilities offered through multilingual
screen ATMs include bill payments and prepaid mobile card recharge facility. ICICI bank
is also planning to share the network with other key players in financial services market
to give a wider access to its customers.
Internet Banking

ICICI Bank has about 3.4 million customers with Internet banking access, who can undertake
all their banking transactions (other than physical cash transactions) on the Internet. ICICI
Bank’s Internet banking customers can also pay their bills for more than 45 billers and
shop on 85 online shopping portals.
Phone Banking

ICICI Bank considers phone banking to be a key channel of service delivery and cross-sell.
ICICI Bank’s 1,750-seat call centre, the largest domestic call centre in India, can now be
accessed by customers in over 355 cities across the country. The call centre handles more
than 2.5 million customer contacts per month. The call centre services all retail customers
across the ICICI group. The call centre uses state-of-the-art voice-over-Internet-protocol
technology and cutting-edge desktop applications to provide a single view of the customer’s
relationship.
Mobile Banking
ICICI Bank’s mobile banking services provide the latest information on account balances
previous transactions, credit card outstanding and payment status and allow customers to
request a cheque book or account statement. ICICI Bank has now extended its mobile
banking services to all cellular service providers across the country and NRI customers in
the United States, United Kingdom, Middle East and Singapore.

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