COMPARISON: -
METRICES ICICI BANK
Major Usage ICICI Bank, apart from promoting
the coordination of various
business functions, to help and
manage different customer
contact networks such as face-
to-face, ATMs, internet,
telephones, kiosks, call centres,
bank branch and sales
associates, etc.
CRM Next initiative The CRM Next software is
intended to help manage
multiple customer contact
networks such as face-to-face,
call centres, ATMs, internet,
telephones, kiosks, bank branch
and sales associates, etc. to
allow the bank to bring the
cradle to provide more effective
customer service.
Other Softwares being used SEIBEL – For 360-degree
integrated view across all
product lines and channels
Other initiatives Customer application forms,
feedback forms, Centralized
software for data management,
clustering, etc.
HDFC BANK
HDFC uses CRM for
communication purposes – “Call
Centre Automation, Data
Warehousing, Field Service
Automation, Email-
Management, Marketing
Automation, etc. “
CRM Next Solution was
implemented across all channels
and devices, which included
branch, internet and mobile
banking, covering more than
40,000 users spanning across its
entire 3400+ branch network. It
has enabled the Bank to
implement a comprehensive
CRM project on a single platform
to achieve its “One bank” vision.
SAS – 360-degree view across all
channels, Nucleus – Loans,
Mainframe, iFlex, Finware-
operations, Internet banking
software – internet-based
channel
Service quality project, Customer
service committee which
monitors quality of services,
formulates comprehensive
deposit policy, customer
helpdesks, etc.