Video Branch is an innovative concept: EVP IndusInd Bank
04 Nov 2014

IndusInd Bank recently rolled out its Video Branch in an attempt to take customer experience further. The bank is heavily putting its money on digital services and revamping its infrastructure. This is the reason that the bank has strategy for this year around the theme “Responsive Innovation”. The bank is also known for a bunch of tech-enabled unique offerings such as Cash on Mobile, Choice Money ATMs, Direct Connect, Quick Redeem Service, and the latest being My Account, My Number service propositions.

To know more about the Video Branch, we interacted with Mridual Sharma, EVP – Head Solution Delivery, IndusInd Bank. Excerpts:

What are the new technologies IndusInd Bank trying to experiment with?
IndusInd Bank is at the forefront of making use of innovative technologies and give customer more benefits on-the-move. We are the first bank to make use of video. The bank has launched a new customer-centric service titled Video Branch. This innovative offering enables the customers to do a video conference with the bank staff. They can schedule a Video call with the Branch Managers/Relationship Mangers or connect to the central Video Branch instantly.

What do you think that the concept of video branch would work and help the bank gain on competition?
This is first-of- its- kind initiative in the banking industry and something that was desperately required. Especially customers who are living outside the country for work but have to deal with banking related issues in India will benefit from this most. The video branch facilitates customers to interact with the Video Branch at their own convenience either from his desktop/laptop computers or Apple and Android smart phones. This facility will be available to all existing and new customers of IndusInd Bank.

Will IndusInd continue to invest in digital solutions?
Digitization of business is the key focus area of the Bank in this financial year and this initiative is a step forward to the on-going Responsive Innovation theme. The idea is to leverage the new technoogy to serve customers better. Digitization will bring more efficiency into our business and ease of use for customers who deal with us on day-to-day basis. The investment is about redifining the banking experience.

How can customers benefit from the video branch facility?
The Video Branch allows customers to interact with their branches through a Video Branch app from Google Play Store and Apple App Store on their smart phones or avail this facility on the desktops through Bank site The app contains a number of features including the direct link with the bank executives. This service enables customers to benefit the present Contact Centre services and four financial transactions – FD booking, RTGS, NEFT & funds transfer through a video chat with the Contact Centre executive instantly or arrange a video call with the branch manager/relationship manager.

Do you think that video really makes a difference if we take a look at your competition?
Nobody has used video as of now. Since users have a bad time over the phone banking and they want to interact live with executives, this service is unique. In a move to digitise the banking experience for all customers, IndusInd Bank Video Branch is a 24x7 unique innovative service allowing customers to interact Face-to-Face with their bank branch using their desktop, tablet or smart phone. IndusInd Bank customers can now do all the transactions they do at a bank branch without going to it, right from the comfort of their office or home using the Video Branch App.IndusInd Bank Video Branch is yet another new service under the Bank’s theme of Responsive Innovation to offer innovative and unique banking experience to all customers, while keeping their convenience in mind. Digitisation is the future of banking and we are hopeful that the new service will be immensely useful to all our customers.


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