Insta Banking Qorus Banking Innovation Awards 2019

ICICI Bank, being at the forefront of leading transformations in the Indian banking industry, has always been quick to adopt emerging technologies. With each launch of such technologically advanced features entailing Digitalisation, the Bank has emerged as a dominant provider of extensive functionality, user experience, coupled with exceptionally strong assisted-service features in digitising the Banking world. In our endeavor to re-evolve the Banking ecology, we carried out an analysis to identify the transactions which compels customer’s branch visits & constitute bulk of the day-to-day transactions; which could otherwise be automated and migrated. The analysis further indicated that a majority of transactions could be directly serviced through a medium of devices and kiosks with minimal human intervention thereby, allowing consumers to initiate the transactions at their convenience. Basis this in-depth analysis of transaction pattern at branches, emerged an opportunity to enhance the customer experience and as well as to migrate high volume routine transactions to self-service channels where customers may initiate a transaction on one channel and complete it on another. Instabanking, our strategic self - servicing channel, has been designed and further revamped to provide a superior banking experience to our customers through kiosks, desktops and mobile to increase employee productivity and enable instant banking. This integral channel of our automation strategy, is built upon the pillars of convenient, safe and easy banking. With the growing focus on digitization and adoption of technology, which is necessary to handle the customer foot fall more efficiently; Insta Banking is being used by customers for pre-staging of transactions as well as complete processings, to help remove the requirement of many interventions.