ICICI Bank : Self Service Terminals

This project was conceptualized to relieve pressure from branches and ATMs

and to give better banking facilities to customers 24 X 7. As we all know

Internet penetration in India is low, therefore customers prefer to visit bank

branches for most of their banking requirements instead of using Internet

banking facility. This in turn led to increased pressure on bank branches and

staff. To overcome the above issues, 95 Cash Deposit Terminals and 50

Interactive Self-service Kiosks were deployed across India. Cash deposit

terminals enable a customer to deposit cash into an account through a

customer-friendly kiosk. On the other hand, Interactive multi-functional kiosk

is a self-help channel for customers to place service requests. The options

offered include the most frequent customer requests at channels like branch and

phone banking. These kiosks are connected on the ICICI Bank intranet which are

highly secure and have a very high bandwidth encouraging only card based

authentication for the customers. Introduction of this kiosk has aided the bank

in reducing service staff, tackling unattended operations, ensuring on-site and

off-site availability and achieving customer satisfaction by making banking an

enjoyable experience. In fact 60,000 transactions per month were handled by 95

Cash deposit terminals which would save man power worth Rs. 13.6 Crores per

annum while Rs. 1.80 Crores per anum would be saved if 50 Interactive

Self-service Kiosks continue handling on an average 50 financial

transactions,100 leads for loans, credit cards, insurance and investments

products, and 4000 hits for non transactional services per month.