About the Case Study :
India’s largest government-owned public sector bank undertook a transformative digital initiative. This initiative aimed to enhance customer services by introducing language-enabled assistance. The primary goal was to provide account holders with access to services in their preferred languages.
About the Client:
The client represents a leading force in the Indian banking sector, standing as a formidable government-owned public-sector bank with assets exceeding USD 750 billion. Renowned for its extensive network spanning over 20,000 branches across India, this institution holds a prominent position in the country’s financial landscape.
Project details:
IT Landscape: On-premise Windows Server, for Core Banking Solution Localization
Engagement Duration:
Initial Deployment: 8-10 Weeks
Ongoing project for 10+ Years
Challenges:
- Time Constraint: Implementing language-enabled capabilities within a tight six-week window.
- Scalability: Creating a solution adaptable to 13 Indian languages with provisions for future additions.
- Security: Handling sensitive customer data securely within the bank’s infrastructure, behind firewalls.
- Data Complexity: Managing various user-generated reports in PDF, Excel, CSV formats with dynamic data like account statements and transaction details.
- Language Rules: Required to follow language rules and regulations.
Solution:
The bank’s IT framework relied on on-premise Windows Servers for Core Banking Solution (CBS) localization. The solution needed to be implemented without altering the existing Internet banking application or impacting its availability.
The proposed solution encompassed:
- Infrastructure Setup: Securing servers within the bank’s infrastructure, isolated from external internet access behind firewalls.
- Zero Code Alteration: Implementation without modifying the bank’s Internet banking application, ensuring uninterrupted services.
- Dynamic Data Handling: Configuring the solution to accommodate dynamic data within reports, is particularly crucial for account statements.
- Thorough Testing: Conducting extensive User Acceptance Testing (UAT) for primary and disaster recovery sites.
- Ongoing Support: Ensuring continual maintenance and support by the solution provider.
Benefits :
The successful deployment resulted in significant advantages:
- Multilingual Access: The Core Banking Solution now supports 13 Indian languages, offering services tailored to diverse linguistic preferences.
- Enhanced Services: Account holders can conveniently obtain passbooks, statements, and other essential documents in their preferred language at their respective branches, leading to heightened customer satisfaction.
Conclusion :
The strategic implementation of language-enabled assistance reflects the bank’s commitment to elevating customer experiences. Through meticulous planning and execution, the bank successfully addressed the diverse linguistic needs of its customer base, establishing itself as a trailblazer in the Indian banking sector.
