ICICI Bank 2012 Annual Report Download - page 39

Annual Report 2011-2012 37
and remove problems associated with changing account numbers in various ECS, auto debit and
bill payment instructions.
Our internet banking customers can now avail of unique facilities like end-to-end customer service
through Click2Call with instant call back and online chat. Customers can view all ICICI Group
relationships and manage finances through personal expense management tools like ICICI Bank Money
Manager. We also launched a one-of-its kind “Your Bank Account” application on Facebook. Our mobile
banking service offers a range of banking options including iMobile, SMS banking and IVR payments.
Our ATMs now serve as “Almost a Bank Branch”. During the year, we added a number of features to
our ATMs, such as instant fund transfer, fixed deposits, bill payment, mobile number updation and
insurance premium payments for the convenience of our customers. ICICI Bank was awarded the “NFS
Operational Excellence Award-2011-12” for overall performance of the ATM channel by the National
Payments Corporation of India (NPCI) as the top bank in the private and foreign bank category. During
the year, we also enhanced our capabilities in data warehousing and analytics for timely and accurate
insights on the large customer base. This has helped the Bank make better decisions in the areas of
customer relationship management, cross sell, risk management and fraud prevention.
Through these and other initiatives, we achieved robust growth in our retail business. Our auto and
commercial business loan portfolios grew by 14.4% and 20.0% respectively in fiscal 2012. Mortgage
disbursements (excluding developer financing) grew by 26.8% in fiscal 2012, though this was partly
offset by repayments & prepayments out of the existing portfolio resulting in a portfolio growth of 7.5%.
We also continued to see strong momentum in retail deposit customer acquisition and robust growth
in the retail deposit base across both savings and term deposits. Savings account deposits grew by
13.7% in fiscal 2012.
At ICICI Bank, we believe that retail credit in India has robust long-term growth potential, driven by
sound fundamentals of rising income levels and favourable demographic profile. We will continue to
enhance growth momentum in retail assets while sustaining and accelerating retail deposit mobilisation,
through a focus on customer convenience and service quality.
Small & Medium Enterprises
Small and medium enterprises are the growth drivers of our economy and reflect India’s inherent
entrepreneurial strength. At ICICI Bank, we offer complete banking solutions to SMEs across industry
segments with a suite of products customised to their business needs. We adopt a cluster based
financing approach for small and medium enterprises with a homogeneous profile in industries such as
infrastructure, engineering, information technology, education, life sciences and agri-based industries,
to partner their growth ambitions. We also offer supply chain financing solutions to the channel partners
of large corporates.
Despite the moderation in economic growth in fiscal 2012, some sectors in the SME space continued
to remain on a growth trajectory. We have focused on judicious portfolio growth and deeper customer
penetration. We continued to enhance our delivery capabilities to SME customers through specialised
branches in synergy with the Bank’s Commercial Banking Group. We also introduced technology
solutions like Trade Online to enable seamless service delivery to SME customers.
ICICI Bank sees the SME sector as a vital constituent of the Indian economy and will continue to partner
the Indian SME entrepreneur while building a healthy portfolio.