ICICI Bank 2005 Annual Report Download - page 36

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34
During fiscal 2005, we expanded our branch network. At March 31, 2005, we had 562 branches and
extension counters compared to 469 branches and extension counters at March 31, 2004. We continued to
expand our electronic channels, namely internet banking, mobile banking, call centres and ATMs, and
migrate customer transaction volumes to these channels. During fiscal 2005, over 70% of customer
induced transactions took place through these electronic channels. We increased our ATM network to
1,910 ATMs. Our call centres have a total seating capacity of about 3,000 including 1,954 inbound sales and
service workstations across two locations. Transaction volumes on internet and mobile banking have
increased significantly. We continue to leverage our multi-channel network for distribution of third party
products like mutual funds, Government of India relief bonds and insurance products as well as initial
public offerings of equity. www.ICICIdirect.com (ICICIdirect) is a leading online share trading platform, and
also enables investments in other forms such as mutual funds and government savings instruments.
Customer service is a key focus area for the executive management under the supervision of the Board.
We have adopted a multi-pronged strategy for continuously enhancing customer service levels. These
include constitution of a Customer Service Council, creation of a dedicated customer service group,
implementation of a structured customer feedback process and quality initiatives, training of employees
and incorporation of customer service metrics in performance evaluation. The Customer Service Council
focuses on building and strengthening customer service orientation in the Bank, simplifying processes
and initiating measures for improvement in customer service levels. A dedicated Customer Service
Quality Group at the Corporate Office is responsible for tracking resolution and turnaround times for
service requests, identifying root causes to be addressed through process improvements and
institutionalising learnings from customer feedback. The Board of Directors periodically reviews the
initiatives taken by the Bank in this area.
Small and medium enterprises
We have significantly enhanced our franchise in the small enterprises segment. Our strategy has focused
on customer convenience in transaction banking services, as well as working capital loans to suppliers or
dealers of large corporations, and clusters of small enterprises that have a homogeneous profile. During
fiscal 2005, we expanded our reach to over 100 locations from where we service small and medium
enterprises, increased the number of products offered and clusters covered and achieved robust growth
in business volumes. We partnered with media organisations and a rating agency to organise the
“Emerging India” awards to recognise the achievements of small and medium enterprises.
Corporate Banking
Our corporate banking strategy is based on providing comprehensive and customised financial solutions
to our corporate customers. We offer a complete range of corporate banking products, including rupee
and foreign currency debt, working capital credit, structured financing, syndication and transaction
banking products and services.
In fiscal 2005, we continued to strengthen our corporate relationships, gaining entry into a number of
target clients in both the public and private sector. We currently have relationships with a substantial
number of the top 200 companies in India. Fiscal 2005 saw a revival in demand for credit from the
corporate sector, with a renewal of the industrial investment cycle. We focused on capitalising on credit
and fee income opportunities arising out of this emerging trend. We have successfully used technology,
both as an enabler and a differentiator, to achieve high penetration levels in the transaction banking
business, contributing to our fee income streams. Our corporate banking operations hub is ISO 9001
certified. We offer online delivery capability for over 70% of the core finance functions of corporate clients.
We have implemented quality processes across our corporate banking operations and reduced
Business Overview
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