sbi- mr krishna kumar- customer sat vs serv qty
DESCRIPTION
sbi krishnaTRANSCRIPT
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
1/21
StateBankof
India
Customer SatisfactionCustomer Satisfaction
VsVs
Service QualityService Quality
Presentation byPresentation by
A.Krishna KumarA.Krishna KumarDeputy Managing Director (!"Deputy Managing Director (!"
State #an$ of n%iaState #an$ of n%ia
6th Banking Technology 2010 Conference &6th Banking Technology 2010 Conference &
Banking Technology Awards 2009Banking Technology Awards 2009
January 28 2010January 28 2010
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
2/21
StateBankof
India
Contents of PresentationContents of Presentation
Customer Satisfaction
Service Quality
n%ian #an$ing& Challenges
!he S# Story
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
3/21
StateBankof
India
Custormer SatisfactionCustormer Satisfaction
Customer satisfaction is the key to remain in
business
Customer should get what is needed
At the desired time, place and at the right price.
96% dissatisfied customers dont complain- butshare with others.
91% unhappy customers never purchase goods /services again.
82-95% customers can be retained if they get aprompt response.
It costs 5 times to attract a new customer than to
retain an existing customer.
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
4/21
StateBankof
India
Service QualityService Quality
Customer needs go on changing. Expectations continue
to increase. Quality level needs to be improvedaccordingly.
Quality in a product or service is not what the supplierputs in. It is the value the customer perceives.
Quality in customer service requires awareness of needs,problems, fears and aspirations of the customer
It is extremely important to deliver what is promised
Demand generation is always easier than demand fulfillment
Strive to give customers more than what they expect
Dissatisfied Customers like to talk to a real, live,responsive person who will listen and help them getsatisfaction
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
5/21
StateBankof
India
mproving Service Qualitymproving Service Quality
Excellence in Customer Service must be the primary goal of any
organization.Every employee should understand the importance of ServiceQuality and Customer Satisfaction
Communicate with customers not only while transacting but moreimportantly when not transacting
Complaint resolution mechanism should leverage technology andalso have real, live, responsive persons to communicate todissatisfied customerswhenever needed
Customer Feedback
Discover customer dissatisfactionIdentify customer needs
Discover priorities of Quality
Compare performance with the competition
Determine opportunities for improvement
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
6/21
StateBankof
India
mproving Service Qualitymproving Service Quality
Provide consistent Service ExperienceBefore / During / After Sale
Across all Channels and touch points
Keep IT infrastructure scaled up to the expected /real volumes and running 24x7
Leverage existing customer information /behavior for knowing customer needs inadvance
Data Warehouse and Customer RelationshipManagement
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
7/21
StateBankof
India
n%ian #an$ing Challenges& Customer Diversityn%ian #an$ing Challenges& Customer Diversity
India is a country of diversity and also ofdisparities.
A number of Indians appear in ForbesBillionaires list yet India also has the largest
concentration of poor
Luxury cars and bullock carts share thesame roads
Skyscrapers coexist with slums
First challenge is to provide qualityservice to all the customer classes as per
their needs
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
8/21
StateBankof
India
n%ian #an$ing Challenges& 'inancial nclusionn%ian #an$ing Challenges& 'inancial nclusion
On an all India basis 41% of adult populationis unbanked
500 million Mobile users but about half of
them do not have a bank accountOne bank branch caters to 16,000individuals in India, while a similar branch indeveloped countries address the needs of1,500 to 4,500 individuals.
Second challenge is to reach 600,000+villages and provide Financial Inclusion
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
9/21
StateBankof
India
n%ian #an$ing Challenges& Scaling pn%ian #an$ing Challenges& Scaling p
Indias economic growth: Second only toChina
Projected to overtake Germany as the
worlds fifth largest consumer marketIn two decades, Indian middle class (earningbetween $4500 to $22000 per year) will bemore than half a billion strong
Third challenge is to scale up to thegrowing demand for banking services
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
10/21
StateBankof
India
!he S# Story!he S# Story
Meeting the first challengeMeeting the first challenge
!To provide quality service to all the
customer classes as per their needs
S A i
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
11/21
StateBankof
India
S#& ! Architecture&S#& ! Architecture&
)nabling *+,- ! perations)nabling *+,- ! perations
Corporate ffice
Share% operations
centre(s"
A!MCall
Centre
/et0or$ of #ranches
1esource Management
A2M
!reasury
1is$ Management
)3ternal Agents
4roup Companies
Associate #an$s
ther #an$s 5 Alliances
1#
Sta$ehol%ers ProspectsCustomers
Pro%uct Development
P)1A!/4 /!S
nternet #an$ing
6elp
Des$
Mobile
#an$ing
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
12/21
StateBankof
India
7D) A1)A /)!71K/4 A/D C1) #A/K/47D) A1)A /)!71K/4 A/D C1) #A/K/4
All 17000+ branches of SBI Group are on Core
Banking.Enabling Anywhere Anytime banking
One of the largest private worldwide network
Using Leased lines, ISDN, PSTN, MPLS, VSATs
More than 25,000 touch points
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
13/21
StateBankof
India
/umbers /early *89888 A!Ms
2argest #an$ o0ne% net0or$ in the 0orl%
Car% base :: mn.; 2argest car% base in South Asia
Connectivity Part lan% lines an% part through VSA!s
Daily 6it rate
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
14/21
StateBankof
India
nternet #an$ingnternet #an$ing
Retail Services Corporate Services
Customer to Self Customer to Customer Customer to Utility Service rovi!er Customer to "#stitutio#s Customer to e$commerce sites Customer to %over#me#t
&usi#ess to Self &usi#ess to &usi#ess
&usi#ess to 'mployees
&usi#ess to "#stitutio#s
&usi#ess to %over#me#t
No. of Users: 4 million
5 million txns per month
3.5 million Retail
1.5 million CorporateServices:
Funds transfers (includingthrough RTGS & NEFT,Payment of utility bills,Payment of taxes, Booking ofRail/Air tickets
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
15/21
StateBankof
India
Mobile #an$ingMobile #an$ingServicesServices
Funds transfer using NEFT
Enquiry Services (Balance enquiry /Mini statement)
Request Services (Cheque book
request)Bill Payment (Utility bills, CreditCards)
m-Commerce (Mobile top up,
Merchant Payments, SBI LifeInsurance premium)
1.5 lac registered users
10,000 transactions per day
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
16/21
StateBankof
India
!he S# Story!he S# StoryMeeting the secon% challengeMeeting the secon% challenge
!To reach 600,000+ villages and provide Financial Inclusion
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
17/21
StateBanko
f
India
'inancial nclusion& S# nitiative'inancial nclusion& S# nitiative
Enabled through Point of Sale (POS)instrument and Smart Cards
Reaching 100 thousand unbanked villages
Over 1million No Frills Savings accountsopened
Government benefits paid directly to
beneficiary's accountOperated through Business Correspondentmodel
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
18/21
StateBanko
f
India
!he S# Story!he S# StoryMeeting the !hir% challengeMeeting the !hir% challenge
!To scale up to the growing demand for banking services
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
19/21
StateBanko
f
India
Preparing for the futurePreparing for the future
Scaling up technology infrastructureand inducting cutting edge technology
Enterprise Data Warehouse under
implementationRevamping Network
Scaling up ATM installations to 25000
within this year
Opening 1000 branches every year
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
20/21
StateBanko
f
India
S#& #iggest #an$ in the Service of Smallest Customer
More than 2 centuries of Trust
Widest reach with more than17000 branches of the group onCore Banking
Nearly 20000 ATMs of the group
All branches enabled for SecureInternet Banking and MobileBanking
All branches enabled for RTGSand NEFT
State of the art Data Centre andDisaster Recovery Site
Enabled E-Government projects
Technology driven FinancialInclusion
-
5/19/2018 SBI- Mr Krishna Kumar- Customer Sat vs Serv Qty
21/21
StateBanko
f
India
Thank youThank you