This document discusses digital banking strategies and the transition from traditional to digital banking models. It analyzes the strengths, weaknesses, opportunities, and threats of digital versus branch banking. Survey results show most customers prefer digital banking and mobile apps. The document recommends strategies for ING Vysya Bank to improve its digital offerings, such as developing mobile banking apps, an e-wallet, personal finance tools, and partnerships to drive customer acquisition and retention. Adopting new digital technologies is crucial for the bank to reduce costs and better serve customers into the future.

2. Digital Banking- A Profitable Journey

3. Digital Banking Model

4. Digital Banking Roadmap
Marketing and Sales
Cross Channel collaboration
and Salesforce enablement
Customer Onboarding
and Account Opening
Servicing
Cross Channel customer, 360
degree, lead and insight
capture and delivery
Cross Channel marketing and
sales enablement
Insight- driven origination
Status tracking, reporting and
customer communications
Cross- channel application
management
Personalization and Self-
Service
Customer Experience
Management
Cross Channel service
Management
Cross- Channel Process, Case and Data Management
Multi Mode Channel Listener
Analytics Modelling and
Insight Delivery
Reporting and Dashboarding

5. ING Vysya Bank: Can be a challenge for every Bank
Online and Mobile
Channels
• Mobile app and online account
servicing (NFC technology to
use mobile as payment device)
• No traditional Banking Channels
(such as branches and ATMs)
Virtual Products and
Services
Social Media
• Self-explanatory deposits and
loan products
• Cash Withdrawal and deposits
possible from NFC enabled
retailers
• Sign with Facebook or Twitter
• Consumers’ social behaviour
evaluated to assess pricing and
risk decisions
• Consumer rewarded for
recommending ING Vysya Bank
Customer Experience Customer Insights
• Banking reframed as fun by
leveraging elements of
computer games
• User experience is relevant and
engaging to target digital-savvy
consumers
• Questionnaire for behavioural
profile, dynamically updated
through consumer behaviours
(spending patterns and balances)
• Behavioural profile- consumer to
achieve financial goals (savings)
and price risk for credit products

6. SWOT Analysis of Digital and Branch Banking
Digital Banking Branch Banking
Strengths
• Provide Ease and Convenience to the
youth
• Saves time by avoiding long standing
queues
• Easily accessible across the world
• Mobile apps made life simpler
• Maintain large customers database
• Saves customer’s money
• Saves environment
• Old aged people are emotionally attached
with their area branch
• For certain services, one has to visit branch
• Comparatively high security
• Requires lot of manpower
• Low in cost

7. SWOT Analysis of Digital and Branch Banking
Digital Banking Branch Banking
Weakness
• High infrastructure cost
• Require high trained IT skills in order to
maintain huge databases
• Require internet connectivity to access
• Old aged people are reluctant to use it
• High digital services -> less branch
banking, hence can create joblessness
• Security issues
• Require lot of paper work, hence can be
time consuming process
• Not easily approachable, esp. in metros
• In northern India, very few branches
• Pile of files, paper wastage.
• Require lot of human energy in maintaining
accounts

8. SWOT Analysis of Digital and Branch Banking
Digital Banking Branch Banking
Opportunity
Threats
• Maintaining records of all the banking
transactions
• Reachable to everyone
• Mobile apps: Banking on fingers
• Can introduce new financial instruments
• Threat from increase in Branch and
mobile banking services
• Increase relationship with customers
• Good customer service
• Can increase their customer base with mass
advertisement across the nation
• Threat from increase in Digital Banking
services i.e. Internet and Mobile apps

9. Market Survey: Facts
Some of the facts which were come up with the market survey of 156 people
 Only 2 people out of 39 have bank account with ING Vysya
 People are more willing to open account with SBI, ICICI, AXIS
 ING Vysya Bank is not easily approachable, esp. in northern India
 85% people prefer Digital banking instead of Branch Banking
 People are willing to open account with ING Vysya Bank if they provide lucrative
offers on Debit/Credit Cards
 Lack of advertisement by the Bank

10. ING Vysya: A Ray of new Growth
Some of the Strategies which can help bank in Improving their Business
 Advertisements: Can create awareness about the bank esp. in North India
 Create another Mobile app for Potential Customers, giving chance to access bank’s
services
 Release a new app with Siri- like virtual mobile assistant, allows customer to use
voice commands.
 Come up with Electronic Wallet solution and Personal Finance tool
 PFM will help customer to organize their bills, peer comparisons, automated
product recommendation and predictive capabilities.

11. ING Vysya: A Ray of new Growth
Mobile App Suite
E-wallet
Personal Finance Tool
93%
69%
66%
100%
14%
0%
5%
PFM will help customer to organize their bills, peer comparisons, automated product
recommendation and predictive capabilities.

12. ING Vysya: A Ray of new Growth
 Provide fast customer service, setup call centre or increase size of current one
 Provide free Debit card service for 2 years (other gives only for 1 year)
 Provide free cheque book (restricted to 5 books of 10 leaflets each)
 Zero transaction fees at the time of ticket booking in IRCTC (few banks have)
 Tie-Up with e-commerce websites, give shopping discounts
 Open salary accounts for large organizations like TCS, Infosys

13. Executive Summary
 Consolidated IT systems can help in reducing cost, and cater fast services and processing time
 New technology- savvy companies are flooding the market with innovative offers for financial
services
 With new technology, customers are becoming more confident in using e-commerce
offerings
 Digitization will become more disruptive as value chains break apart, esp. around customer
interaction, product configuration and transaction processing
 Later, it will require flexible processes, new revenue models armed with new products and
services- all in sync with regional environment.

14. Conclusion
 Digital Banking initially will require high cost, but with time will generate more return
on investment
 As 65% of population are below 35 Years of age, hence need more digitalization
 For aged people, with little knowledge of internet will help them in Digital banking
hence no health issues
 If digital banking is not introduced/improved ING Vysya Bank will loose their
customer base and less profits
 In order to be successful across India, they have to open more branches and improve
services for northern India
 This bank has lot of potential to grow as it is one of the oldest banks in India, but lack
of digitalization hinders its growth