ICICI Bank 2016 Annual Report Download - page 21

Annual Report 2015-2016 19
Insta Banking
enables customers to pre-
process transactions on
their phone, reducing their
waiting times at branches
20%
of the transactions in
Touch Banking branches
happen on Sundays and
holidays
Touch Banking
110 fully automated branches
across 33 cities offer
complete banking solutions
round the clock
At a time when officers tallying cash on
physical ledgers and long waiting times at
counters defined the banking experience
in India, ICICI Bank revolutionised the
industry with computers at the branches
and ATMs in the neighbourhood. Since
then, our journey in harnessing technology
to deliver a quick and efficient customer
experience at our premises has come a
long way.
This year, we introduced Smart Vault, a fully
automated state-of-the-art locker which is
available 24x7, including weekends. The
Smart Vault uses robotic technology to
access the lockers from a safe vault and
enables customers to conveniently operate
their lockers in the comfort and privacy of
a secure lounge, without any intervention
of the branch staff. The enhanced security
features of Smart Vault include biometric
authentication, a direct call line to a central
security team available round-the-clock,
automatic alarms for sessions beyond
a specified time, armed security, video
patrolling and SMS alerts.
Our network of Touch Banking branches,
India’s first fully automated bank branches
that we introduced a few years ago,
continues to expand. These branches
operate in self-service mode, round-the-
clock, 365 days of the year. At 110 of
these branches across 33 cities in India,
customers can deposit cash or cheques,
print bank statements and do much more.
They can also interact with our Bank staff
through video-conference.
Usage of Touch Banking branches by a
large number of customers encouraged
us to design self-service kiosks. The
Bank has deployed more than 1,800 self-
service kiosks, which include Cash Deposit
machines and Insta Banking kiosks, across
its branches. A first-of-its-kind device in
the country, Insta Banking kiosk enables
customers to access their accounts,
transfer funds, print statements, pay bills
and avail many other banking services.
At bank branches, customers are required
to fill in various forms to submit their
transaction requests like depositing cash
and requesting for a demand draft. Insta
Banking, an innovative feature introduced
in the iMobile app, now allows customers
to fill in the requisite forms on their phones
while on their way to the branch.
Branches, ATMs and kiosks, all physical
touch points of ICICI Bank today employ
cutting-edge technology to deliver
a seamless and convenient banking
experience.