ICICI Bank 2003 Annual Report Download - page 19

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17
Business Overview
Salary Accounts for salaried employees, Roaming Current Accounts for businessmen, Private
Banking for high networth individuals and Senior Citizens Accounts for individuals above the
age of 60 years). ICICI Bank has further microsegmented various categories of customers in
order to offer products catering to specific needs of each customer segment, like Defence
Banking Services for defence personnel. This strategy has contributed significantly to the
rapid growth in the retail liability base. ICICI Bank is also the largest incremental issuer of
cards (including both debit and credit cards) in India. At March 31, 2003, ICICI Bank had
issued over 3.4 million debit cards and 1.0 million credit cards.
Our multi-channel distribution strategy provides our customers 24x7 access to banking services.
This distribution strategy not only offers enhanced convenience and mobility to the customer
but also supports our customer acquisition and channel migration efforts. During the year,
we have further expanded our electronic channels and migrated large volumes of customer
transactions to these channels. Now, about 70% of customer induced transactions take
place through electronic channels. During fiscal 2003, the Bank significantly strengthened its
ATM network, taking the total number of ICICI Bank ATMs to 1,675. ICICI Bank has also
pioneered the concept of mobile ATMs to reach out to remote/rural areas. Other facilities
offered through our multilingual screen ATMs include bill payments and prepaid mobile card
recharge facility. ICICI Bank has about 3.4 million customers with Internet banking access,
who can undertake all their banking transactions (other than physical cash transactions) on
the Internet). ICICI Bank’s Internet banking customers can also pay their bills for more than
45 billers and shop on 85 online shopping portals. ICICI Bank considers phonebanking to be
a key channel of service delivery and cross-sell. ICICI Bank’s 1,750-seat call centre, the
largest domestic call centre in India, can now be accessed by customers in over 355 cities
across the country. The call centre handles more than 2.5 million customer contacts per
month. The call centre services all retail customers across the ICICI group. The call centre
uses state-of-the-art voice-over-Internet-protocol technology and cutting-edge desktop
applications to provide a single view of the customer’s relationship with us. ICICI Bank’s
mobile banking services provide the latest information on account balances, previous
transactions, credit card outstanding and payment status and allow customers to request a
cheque book or account statement. ICICI Bank has now extended its mobile banking services
to all cellular service providers across the country and NRI customers in the United States,
United Kingdom, Middle-East and Singapore.
With the foundation of a strong multi-channel distribution network, we have successfully
developed a robust model for distribution of third party products like mutual funds,