sbi INTOUCH – Instant Account Opening and Personalized Debit Card State Bank of India
Instant account opening with personalized debit card in 15 minutes through a self-service kiosk with highly digitized components and processes including automated verifications with National identified and tax databases, paperless processes and biometric based authentications.
Launch date: 2014
Keywords: Branch, Current Account, Operational Excellence/Cost Efficiency
Drawing inspiration from its motto of the “Banker to every Indian”, State Bank of India, the largest Public Sector Bank in India (17,000 branches and ~25 million accounts) began rethinking its future to address key interventions to help sustain its leadership position. One of the imperatives was to grow its customer base in alignment with the major shift in Indian demographic towards the youth. For the country’s hyper-connected, highly informed, value-driven young customers expecting immediate services and real-time responses, queuing at bank branches for teller-controlled transactions seemed archaic. The bank launched an instant account opening process to meet the need for “now” in this target segment.
Today, a customer walking into any of the 7 new technology enabled branches within an outlet can open a new account AND get a personalized Debit Card, all in 15 minutes. This was enabled through a self-service kiosk that integrated with multiple systems within and outside the bank’s technical architecture.
Some differentiated features of this service include:
– Automated identity verifications through integration with National Tax Register databases
– Pre-population of customer details based on details fetched from Universal Identifier System (India’s equivalent of Social Security Number) and information filled in previously by customers on web forms
– Paperless process: Document scanning and customer photo capture and print on the Debit Card
– Biometric based authentication at last leg by Bank Executives integrated with the personnel directory