HDFC Bank and Cisco Jointly Working towards Enhanced Customer Experience
Organisations should have digital objectives as part of their business and not having such objectives don’t make organisations digital and there are many digital objectives for organisations and it can be achieved in multiple ways like create new products or values using digital technologies,” said during his key not address by Munish Mittal, Chief Information Officer & Group Head - Information Technology, HDFC Bank and also well explained on it's collaboration with Cisco to accelerate the bank’s digital transformation strategy and business growth. HDFC Bank’s focus on digitization keeps in mind the need to provide an experience to customers in line with their expectations by leveraging various digital platforms. HDFC Bank has grown its digital transactions from 63% to over 80% in the last three years,with its present strength of 80,000 employees in the organisation, about 3,000 employees are dedicated for developing the IT infrastructure.
With the Digital Transformation and Mobility Banking (DTMB) team at the forefront, HDFC Bank has launched a host of highly successful digital banking products. These include 30-minute paper-less Auto Loans using Biometric technology, 10-second Personal Loan on NetBanking, PayZapp, Chillr, LITE App, Missed Call Recharge, Instant loans at ATM and the recently introduced Robotic Assistant (IRA) at HDFC Bank branches. Munish Mittal further said, with our 3 Data Centers across India which hosts CISCO Routers & Switches etc. Network devices deployed in DC deliver network services to our all Branches and ATMs.
With the proliferation of mobile devices, the digital era and the growth of social technologies, consumer expectations of digital banking have increased manifold with 20 million messages a day and to handle 43 steps of authorisation for getting on transaction to complete in a card,for this customers expect to complete their transactions anytime and anywhere, through different channels. To meet the ever-evolving customer demand, HDFC Bank powered its backend infrastructure with Cisco’s networking solutions. HDFC Bank’s data center built on Cisco Unified Computing Systems (UCS), leverages the performance of the Cisco Nexus® Datacenter switches to reduce cost and complexity through automation, analytics, and energy management. By moving to a virtualized environment, HDFC Bank has significantly improved the speed of application deployments, reduced time for software upgrades as well as lowered its data center footprint. The streamlined and integrated Cisco infrastructure has thus helped enhance efficiency, increase resource availability, security and performance.
With customer-centricity and customer experience being the top priority for HDFC Bank, the bank is looking beyond core banking to delight its customers. HDFC Bank consistently aims to deliver a consistent experience across all their channels. Tele-Sales is one of the important channels that HDFC Bank uses to maximize on the cross-sell and up-sell opportunities that they have in the market. Within the HDFC Bank’s contact center, Cisco Contact Center Solution delivers intelligent routing and call treatment, network-to-desktop computer telephony integration, and omnichannel contact management. Also, with the help of predictive dialing, agents can now make almost 1.5 X more sales calls every month.
Organizations that are seizing the digital opportunity need security everywhere – from the network to the endpoint and from the cloud to every corner of their operations – to limit the risk of sensitive data compromise. HDFC Bank has commenced the implementation of Cisco’s next-generation security solution Cisco Identity Services Engine (ISE) to protect and manage its IT infrastructure and provide endpoint security across with 4,800 branches to serve 43 million customers and 12,000 ATMs across 2,691 Indian towns and cities, HDFC Bank is one of India’s premier banks to make it as the largest deployment in the Asia-Pacific and Japan region (APJ).
Technology transformation in the banking industry is increasingly becoming a competitive edge. The pivotal element of our customer centricity strategy is to deliver a seamless, relevant, secure and enhanced personalized banking experience to our customers. The moment of truth lies in a running service, and we are highly focused to ensure that the digital banking services keep running by deploying many of them in Active-Active Configuration across two physically distinct data centers on the strength of Strong Network Solutions & Intelligent Routing. A robust network is amongst the primary prerequisites of digital banking”,said Munish Mittal.
The retail banking industry today operates in a highly challenging environment. On the one hand, customer satisfaction remains critical while on the other, banks need to optimize operational costs while ensuring security and performance. Cisco Unified Computing System gives HDFC Bank a robust converged platform that delivers increased productivity, scalability and security. Cisco’s Contact Center Solution enables a truly connected experience as well as helps the bank increase its contact center efficiently while delivering a superior customer experience. Our partnership with HDFC Bank is a great example of how technology can help digitally enabled organizations to transform their customer experience and create value. We look forward to building on this partnership and help drive growth and create value for all stakeholders. Sameer Garde, President, Cisco India and SAARC said.