Scribd
Upload
352 views

Digitalization of HNW Clients: by Ramneet Singh

This document provides an overview of HDFC Bank and its digital banking initiatives for high net worth individuals. It discusses HDFC Bank's history and awards. Data from a survey of 130 customers in Mohali, India is analyzed to understand digital banking usage and preferences. The majority of customers use HDFC Bank's net and mobile banking for convenience and safety. While satisfaction is high, some challenges like limited services and security concerns remain. The document recommends ways to increase customer involvement in digital banking through rewards and simpler services.

Uploaded by

Ramneet Parmar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
352 views

Digitalization of HNW Clients: by Ramneet Singh

This document provides an overview of HDFC Bank and its digital banking initiatives for high net worth individuals. It discusses HDFC Bank's history and awards. Data from a survey of 130 customers in Mohali, India is analyzed to understand digital banking usage and preferences. The majority of customers use HDFC Bank's net and mobile banking for convenience and safety. While satisfaction is high, some challenges like limited services and security concerns remain. The document recommends ways to increase customer involvement in digital banking through rewards and simpler services.

Uploaded by

Ramneet Parmar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
You are on page 1/ 38

Digitalization of

HNW Clients

By Ramneet
Singh

About HDFC Bank


First bank to receive an approval from the Reserve Bank of
India (RBI) to set up a bank in the private sector.
Date of Incorporation: 30th-August 1994
Commencement of Operations: 16th-January 1995
Headquarters : Mumbai, India
Industry : Banking and Financial Services
Five CORE Values of bank: Customer Focus, Product
Leadership, Operational Excellence, People and
Sustainability
Three Verticals: Treasury, Wholesale banking services
and Retail banking services

About HDFC Bank


Total Profit(FY 2015-16) :12296 cr.
Total Deposits (FY 2015-16): 5.46 lacs cr.
Total advances(FY 2015-16): 4.65 lacs cr.
Number of ATMs: 12000
Number of Branches: 4500+
The paid-up share capital of the Bank is Rs
501,29,90,634/- ( 2506495317 equity shares of Rs. 2/each)
Subsidiaries : HDB Financial Services Limited
(HDBFS) and HDFC Securities Limited (HSL

History
Mergers : In February, 2000, Times Bank
Limited merged with HDFC Bank Ltd.
Shareholders of Times Bank received 1 share of
HDFC Bank for every 5.75 shares of Times Bank
Acquisitions: In 2008, Centurion Bank of
Punjab (CBoP) was acquired by HDFC Bank Ltd.
Shareholders of CBoP received 1 share of HDFC
Bank for every 29 shares of CBoP

Awards
AWARDS IN 2016
The Financial Express India's Best Profitability: Rank 1
Banks Awards 2015
Efficiency: Rank 1
Strength & Soundness: Rank 1
Outlook Money Awards 2015

Best Bank of the year : Runner


up
Winner : Institutional Financial
Distributor of the year

Business Today

KPMG India's Best Banks 2015


Awards

Barron's World's Top 30 CEOs

Mr. Aditya Puri in Barron's Top 30


Global CEOs for 2nd year

Business Today

Best Companies to Work for in


India

Business Today - KPMG India's

HDFC Bank wins Bank of the year

Awards
AWARDS IN 2015
National Payments Excellence
Awards 2015

HDFC Bank wins NPCI National


Payments Excellence Awards

IDC Insights Award 2015

Excellence in Customer
Experience

Forbes Asia

Fab 50 Companies List for the 9th


year

AIMA Managing India Awards


2015

Business Leader of the Year Aditya Puri

FinanceAsia Country Awards


2015

Best Asian Bank


Best Domestic Bank - India

J. P Morgan Quality Recognition


Award

Best in class straight Through


Processing Rates

Industry & Growth Perspective


The oldest bank in existence in India is the state bank of
India, which originated from the merger of Bank of
Calcutta, Madras and Bombay in 1921 as imperial bank of
India which later became the State Bank of India in 1955
Banks have shown average growth of 12.9% during FY15
16
Currently in India, there are 26 public sector banks, 20
private sector banks, 43 foreign banks ,61 regional rural
banks (RRBs) along with 1,589 urban cooperative banks
and 93,550 rural cooperative banks

Branch Details
Branch Code

1307

Branch Name

Mohali Ph 7

Cluster

Mohali

Region

North 3

Branch Managers Name

Mr. Harjinder Ghuman

Cluster Head Name

Mr. Dinesh Seth

RBI Classification

Urban

Date of Launch

7th July 1995

CASA Size

172 Cr.

Total Liabilities

298 Cr.

Customer Base

23000 Approx

Average Footfall

250-280 Customers

Profiles in Branch
Profile

Person

Imperia RM

Ankush Taneja

Preferred RM

Vijay Sharma, Rishabh Ahuja, Nikhil Khanna &


Rahul Puri

Personal Banker(Sales)

Sahil Keshab & Gianender Singh

Welcome Desk

Manveer Singh & Praveen Puri

Teller Counter

Kamal Arora(TA), Vandna, Rashmi & Himanshu


Shukla

PBA & BBM

Pankaj Goyal

BSO

Manpreet Kaur, Barinder Singh & Balwant Singh

NRI Account

Ajay Bisht

Loan

Varun Partap Singh(ADM)

Credit Card

Surinder Kaur

Catchment Area
Branch Code

1307

Catchment Area

Phase7, 3B2, Sector 70 and


Phase 2

Commercial Catchment

500 shops/booths

Market Share

90%

Residential Catchment

3117 houses

Population Type

Salaried Class

Number of Residents banking


with HDFC

Approx 2500

Competition Mapping
Name of Vintage(
the Bank In Years)

Total
CASA(cr.
)

Total
Deposits
(cr.)

Custome
r Base

HDFC
Bank

21

172

298

23000

ICICI Bank

18

100

177

15000

Yes Bank

21

34

2500

Axis Bank

17

64

120

NA

PNB

32

91

271

22538

SBI

33

110

275

20000

SBOP

36

95

310

NA

KMB

NA

90

10

10000

RM Profile
Job Description: Acquiring, Enhancing,
Deepening and Retention
Managing high net worth customers(both
preferred and Imperia)
Enhancement of relationship by cross selling
products and services.
Deepening the size of the relationship, Retention
of customers and managing their portfolio.

RM Incentive Slabs
Incentive Type

Percentage

Description
Parameters

Part Alpha

15%

CASA Value Growth

Part A

40%

Income Achievement

Part B

30%

Cross Selling and


Customer Interaction

Part C

15%

Hygiene parameters
and Portfolio Quality

2.5 Lacs/Quarter for Preferred RM


3.75 Lacs/Quarter for Imperia RM

Ways to Bank with HDFC Bank


Net Banking
Mobile Banking
Phone Banking
Banking with your Watch
Enet- Corporate Internet Banking
Banking with your Watch
PayZapp
Chillr

Objectives & Deliverables


1) To understand the concept of Digitalization in banking

2) Incorporating digitalization in customer behaviour


3) Identifying challenges faced and bridging the gap
between customers and digital banking
4) Identifying the possible opportunities in digital
banking which can enhance customer experience.
5) Way forward in HDFC bank for digitalization

Research Methodology
Parameter

Description

Data Source

In House Customers, Walk-ins & Self Observation

Target Population

High Net Worth Individuals engaged in Net Banking

Extent

Phase 7, 3B2, Phase 2 & Sector 70 Mohali

Sampling Unit

Digital Banking Customers

Sampling Technique

Convenient Sampling

Sample Size

130

Data Analysis

Statistical Analysis & SWOT Analysis

Data Collection Tool

Self-Administered questionnaire & Interviews

Research Design

Qualitative Analysis

Data Analysis & Interpretation


Total Customers

122

HDFC Bank
Customers using
Digital Services

101

Customers not using


Digital services of
HDFC Bank

Do you use Net Banking/Mobile Banking of HDFC Bank?

21
YES; 17%
Do you use NetBanking/MobileBanking/PhoneBanking of HDFC Bank?; 83%

Respondents Profile
Occupation of Respondents
Total
Customers

122

Salaried

54

Self-employed

50

Retired

Housewife

Student

Others

6% 2% 1%
7%
44%
41%

Salaried
Self-employed
Retired
Housewife
Student
Others

Respondents Profile
Respondent's Age(Years)
Age Group

No. Of
Respondents

25-30

31-35

51

36-40

21

41-45

46-50

20

50 & Above

19

16%

16%

4%

42%

5%
17%

25-30
31-35
36-40
41-45
46-50
50 & Above

Non Digital Customers


Reasons for not opting to HDFC Digital Services
10
9
8
7
6
5
4
3
2
1
0

Customers Banking Preferences


Name of the Bank

No. of
Respondents

ICICI Bank

Axis Bank

SBI Bank

PNB Bank

HDFC Bank

Others

Respondents Banking Preferences

29%

14%
14%

29%

10%
5%

ICICI Bank
Axis Bank
SBI Bank
PNB Bank
HDFC Bank
Other Banks

Potential Customers
If provide with proper demo about netbanking and other digital apps would you switch your accounts to HDFC NetBanking?

Response

No. of
Respondents

YES

NO

13

NO YES

38%
62%

Data Analysis & Interpretation


Frequency of using Digital Services
50
45
40
35
30
25
20
15
10
5
0

Daily

Weekly

Fortnightly

Monthly

Once in a Month

Data Analysis & Interpretation


Rationale for Selecting Digital Services
Others

33

Easy to Maintain banking Transactions

43

Safe & Secure

85

To save time

93

Convenience (24*7)
0

10

20

30

40

50

60

70

80

90 100

Data Analysis & Interpretation


Rationale for selecting HDFC Bank Digital Services
35
30
25
20
15
10
5
0

Aspects of Digital Banking


Respondents Review of logging speed onto NetBanking
60
50
40
30
20
10
0

Excellent

Very Good

Good

Fair

Poor

Aspects of Digital Banking


Respondents Review of Visual Appearance of NetBanking
60
50
40
30
20
10
0

Excellent

Very Good

Good

Fair

Poor

Aspects of Digital Banking


Respondents Review of Ease of locating information on NetBanking
60
50
40
30
20
10
0

Excellent

Very Good

Good

Fair

Poor

Aspects of Digital Banking


Respondents Review of Ease of locating information on NetBanking
60
50
40
30
20
10
0

Excellent

Very Good

Good

Fair

Poor

Aspects of Digital Banking


Respondents Review About level of Security in NetBanking
60
50
40
30
20
10
0

Excellent

Very Good

Good

Fair

Poor

Aspects of Digital Banking


Respondents Review About Speed of Transacting on NetBanking
60
50
40
30
20
10
0

Excellent

Very Good

Good

Fair

Poor

Future Involvement
Respondents Review of higher Involvement in Netbanking/Mobilebanking
Others
Nothing, I already use NetBanking facility often
Free Transactions
Rewards
Simpler/Clear service
0

10

20

30

40

50

60

70

80

Challenges & Problems


Respondents view of Challenges/Difficulties faced using NetBanking
No Issues
Dependence on Internet Service
Limited Services (Doesn't enable all banking operations)
Security Concerns
Lack of Assistance
Overall difficulty of using NetBanking
0

10

15

20

25

30

35

40

Respondents Awareness
Respondents awareness of Digital Services/Apps offered by HDFC Bank

HDFC Lite Site

Chillr

PayZapp

HDFC MobileBanking
0

10

20

30

40

50

60

70

80

90

100

Mobile Banking
Respondents Usage Behaviour of MobileBanking
80
70
60
50
40
30
20
10
0

Respondents Rating
Respondents view about Overall Experience of HDFC Bank Digital Services
60
50
40
30
20
10
0

Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

Recommendations & Suggestions

You might also like