Canara Bank to target select customers, provide personalized services

Canara Bank is planning to launch special service to target its select customers. Bank introduces such service on an experimental basis at its Cantonment Branch in Bangalore two years ago and received good response. Hence bank is planning to launch the service in some of its urban branches across the country.

Bank has a clientele base of over 37.5 million, and proposes to infuse more young profile into its client mix. Bank aims to target select customers with its new ‘smart’ customer relationship management (CRM).

Under this program the ‘select’ customers across segments, according to bank who need special attention such as professionals and youngsters with time constraints will be provided personalized services, the bank staff will personally greet them as they walk into their lobbies.

The sensors fitted in the branches will alert the staff as soon as these customers will walk in with chip -based smart cards provided by the bank.

Mr Jagdish Pai K.L., Executive Director, Canara Bank, told Business Line, “The minute the customer walks in, his/her details with photo will pop up on the screens of at least three staff in the branch. The staff will receive the customer and make him/her feel important and take care of the needs.”

All the branches across India has been brought under CBS (core banking solution), the ‘select’ customer will receive specialized service at any of the select branches. Mr Pai, explaining the timing of the service said, “The challenge for every bank, post-CBS, is to leverage technology.”

The bank will also follow a ‘tierisation' procedure in this chip card is useful. He told, ‘tierisation' is one way of identifying these young customers, whose expectations from a bank include technology-based products and understanding their requirements.

He said, mostly people above 50 years of age visit public sector banks, “attracting young people is one of the action points to leverage technology.”

Mr H.S. Upendra Kamath, Executive Director, Canara Bank informed bank is also developing its medium-term business plan, which includes launching products and services sought by the younger generation.

Under this plan bank will be setting up of gen-next branches, mainly to attract young customers-particularly from the IT profession, garnering payroll accounts, generating fee-generating activities, structuring and launching products and services sought by younger generation customers.