Single-Window Service

ICICI

Bank has automated all of its critical business processes such as trade finance

operations, tracking of customer deliverables and security items, loan

application processing, value-added services and transfer of funds across

geographies. The impact has been quite high. The bank now has a centralized

architecture, coupled with the unification of diverse systems to provide a

unified customer experience across branches.

IT has facilitated a one-view of the client's relationship across group

companies. The bank is now able to get queries addressed from a single window of

service. It has facilitated channel migration of customers from high-cost

branches to low-cost online interfaces, bringing down total cost per

transaction. Further, it has enabled complex analysis of the client's

financial and demographic profile, besides product performance, leading to

informed business decision-making. The impact of IT has been such that there is

reuse of existing solutions across product verticals to slash time-to-market for

new products and cut down on costs.

ICICI Bank now has metrics in place to measure the uptime of systems and

system performance, as experienced by users. Another example of how well IT has

been aligned with its business goals and is providing value: lower TAT, leading

to better online remittances from the US and the Middle East. Beneficiaries in

India are credited with remittance money within hours.

The bank has undertaken several projects of excellence, such as

enterprise-wide application integration, application-processing systems for

retail loans group, deal-matching system for corporate clients, online trading

system for financial instruments on open systems, payment gateway, and cQuery-a

customer query system.