Branch of the Future Qorus-Infosys Finacle Banking Innovation Awards 2024

Axis Bank’s Branch of Future Digiserv application aims to provide its customers with digital fulfilment of their non-financial service requests via Internet and Mobile banking, WhatsApp, in addition to digital self-serve options at branches. This will help free up the branch staff from the customer servicing operations and lend them greater bandwidth for other productive/sales opportunities. Digiserv journeys are also designed to be simple and increase STP rates.

At Axis Bank, one of our core values is Customer Centricity. Taking this forward in our digital space, our Mobile App features & functionalities are designed and developed to offer a seamless, Intuitive and Hyper-personalised experience to our customers providing distinctive customer experience. Mobile banking channel is the most preferred channel amongst today’s digital savvy users. Through mobile banking we seek to add new services to our bank.

Problem Statement: • Seventy percent of branch employees (CSO’s) bandwidth goes into servicing customers and managing branch operations. There are 250 types of service requests which are processed by Axis Bank branches. Out of 250 services being processed by branches, 30-35 services account for almost 90% of the total bandwidth. Objective: • Utilize time saved on building customer relationships and sales impacting top-line. • Save time spent on processing requests to provide instant gratification. • Get service request first time right and improve customer experience. • Migrate Service Requests from branch walk-in customers to digital channels.