Insta-Banking ICICI Bank

InstaBanking is a mobile app designed to provide customers a seamless banking experience by integrating the branch and smartphone channels. Customers can initiate transactions on the go at their convenience and complete them while visiting a branch.

Country: India
Launch date: 2014
Keywords: Branch, Customer Service

Presentation

Insta-Banking is a mobile app launched in September 2014 and is a key enabler in the bank’s omnichannel strategy which is based on the pillars of convenience, easy and safe banking. It is the first of its kind app launched by any bank in India.

This app has been designed for use by all customers who visit ICICI Bank branches to initiate banking transactions at their convenience on the move. The app is integrated with the bank’s Core Banking & Customer Relationship Management system, thereby eliminating the requirement of physical form filling and waiting in queues. Through InstaBanking, customers are able to process both financial and non-financial requests which account for over 70% of services undertaken at branches and can save a minimum 50% of time/ transaction at a branch. Apart from ensuring faster transaction processing, the app optimizes staff productivity as details are already been entered in the bank’s systems thereby eliminating the need to enter them afresh.

Services available on Insta-Banking:

Financial Transactions
• Cash deposit
• Cash withdrawal
• Fund Transfer
• Demand Draft/ Pay Order

Non-Financial transactions:
• Update communication address
• Update Permanent Account Number
• Update E-mail ID
• Register for E-statements

The customer is simply required to quote his account number at the ‘May I Help You’ desk to complete the transaction.

Since launch, over 270,000 transactions have been completed through InstaBanking which has been downloaded by over 150,000 customers.

InstaBanking was earlier a standalone app which has now been integrated with I-Mobile, ICICI Bank’s flagship mobile banking app.

The reason behind

Uniqueness

Implementation

Project organization

Results

Investments

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Key contact
avatar
Sandeep Sethi
General Manager and Head of Service Improvement & Innovation Group
ICICI Bank
India
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