How ICICI Bank Enabled Facebook Banking for Its Customers

The Problem: Modern banks offer an end-to-end interactive experience online, and social networking is a huge part of that. With 1 in every 5 minutes online spent on social networking websites, it has become critical to integrate social networking into the overall customer experience. Since more than 1 billion people use Facebook, it is seen as an ideal platform to build brand awareness through such a platform.

The Solution: "Facebook Banking" application was launched on Facebook in early 2012, and provides several facilities to customers to use ICICI bank features and services through the social network. Using debit card and PIN authentication, the user can check bank account information, view mini statement or get e-mail statements. Customers can personalize the look and feel of the application by switching themes, and updates on the bank's latest offers can be viewed. Customers can request for debit card upgrades, order a cheque book and verify cheque statuses through the app as well.

The Result: The constant engagement over Facebook has made ICICI bank's Facebook Page at number seven among banking/financial fan pages in the world. Approximately 1.8 million followers have been generated to the ICICI bank page. Gartner research has also published that ICICI bank's Facebook banking application is one of the best apps on the network.