ICICI Bank's FCRM Lighter Version

The Problem: FCRM being a bandwidth intensive application, its access and availability was a challenge at low bandwidth branches, especially at 1600+ branches on VSAT and with 64 kbps bandwidth. Plus, delays in servicing customer requests (about 6 lakh requests raised by branches every month) resulted in increase in number of complaints and escalations.

The Solution: In order to overcome the bandwidth constraint at branches, FCRM Lighter version was developed in house. It was rolled out across India in November 2012. The rollout plan was covered in 4 phases, with the fourth phase begining in November 2012, wherein the thick client access was completely removed from all the branches.

The Result: Higher availability of the application facilitated improvement in customer service TAT and released bandwidth for branches to do other activities in time. There has also been no compromise in features available in FCRM thick client for branch banking. Plus, there is now a distribution of load - thick client for call centre and ops and thin client for branches. This has helped in performance enhancement.