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.