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Stories of Award Winning Innovations Table of contents Channel Innovation Category Punjab National Bank Packs a Punch in PNB ONE ......................................................................... 5 Bank Muscat Reimagines Digital Banking for New-Age Customers in Oman ............. 7 Australian Military Bank Opens Accounts in 2 Minutes ............................................................. 9 Bank CTBC Indonesia Rethinks Loan Origination .......................................................................... 11 Ecosystem led Innovation Category UnionBank’s Robust MSME Platform is a First for the Philippines ....................................... 14 Paytm Payments Bank Makes a Valuable Ecosystem Play ........................................................ 16 South Indian Bank Increases Customer Engagement with SIBermart ............................. 18 Corporate Banking Category ICICI Bank Builds Small Business Digital Platform InstaBIZ to Strengthen India’s Economic Backbone ............................................................................................. 21 Santander Rewrites the Rules of Corporate Banking Experience ........................................ 23 Process Innovation Category ICICI Bank Reduces the Pain of Collection with UPI ..................................................................... 26 Kerala Gramin Bank Builds a First of its Kind App for Staff ...................................................... 28 Nations Trust Bank Scores with Robotic Process Automation ............................................... 30 2 | External Document © 2020 EdgeVerve Systems Limited Table of contents Customer Journey Reimagination Bank BRI Attracts Millennials with Ceria .............................................................................................. 33 Digital Quick Loan from Sampath Bank: Disbursing Loans in 5 minutes ....................... 35 Shivalik Bank Extends Loans to the Underserved ......................................................................... 37 Modern Technologies led Innovation Shivalik Bank Stands out Among Co-Operative Banks with Paperless Onboarding 40 Al Ahli Bank of Kuwait Revolutionizes Salary Payment with AssistEdge ......................... 42 IndusInd Bank Pioneers Voice Based Banking in India ............................................................... 44 The Union Bank of the Philippines Leads with APIs ..................................................................... 46 Transformation Excellence Community Bank Makes a Lightning Start with the Fastest Digital Transformation ................................................................................................................... 49 Myawaddy Bank Transforms its Core to Seize New Opportunities .................................... 51 Product Innovation Emirates NBD Liv.s Up to Millennial Expectations ......................................................................... 54 Nequi Helps Customers Survive the Month End with Lifesaver Loan .............................. 56 NCB Offers Jamaica’s Only Pre-Approved Micro Loan ................................................................ 58 Standard Bank Cracks the Unsecured Lending Opportunity Open ................................... 60 Excerpts of Quotes from Winning Banks ...............................................................................................62 3 | External Document © 2020 EdgeVerve Systems Limited Channel Innovation Category Large Bank Winner: Punjab National Bank Runner-up: ICICI Bank Mid-size Bank Winners: Bank Muscat and Al Ahli Bank of Kuwait Runners-up: Andhra Bank and Bank Dhofar Small Bank Winners: Asia Green Development Bank and Australian Military Bank Runner-up: PT. Bank CTBC Indonesia 4 | External Document © 2020 EdgeVerve Systems Limited Punjab National Bank Packs a Punch in PNB ONE Profile to Infosys Finacle for help with deploying the app. Leveraging Finacle Mobile Solution, the Bank unified its disparate, Founded in 1894, Punjab National Bank is the second largest standalone apps into PNB ONE, and enriched it to provide public sector bank in India. It has a network of 7,037 branches, comprehensive banking facilities in one place. as well as a range of digital channels. Today, the bank boasts of a customer base of over 170 million and more than US$ 110 The application architecture was designed for scalability billion in assets. and extensibility, both of which were essential for a bank of this size. A multi-layered approach – instead of a single An app to do it all application layer – was used to distribute request processing to accommodate surges or exponential increase in load with Few years ago, Punjab National Bank found that it was minimal changes. Care was taken to ensure the app provided supporting multiple mobile banking apps, each one dedicated a uniform experience to users of different mobile devices. A to a specific purpose or customer segment, for example, PNB unique feature of PNB ONE was that it was available in several Yuva for youngsters between 14 and 25 years of age; BHIM PNB languages to serve PNB’s diverse, pan-India customer base. for UPI-led transactions; PNB Kitty digital wallet for e-commerce transactions; PNB mPassBook for viewing the account Among the many features of PNB One are - Pay to contact, for statement and transaction history etc. sending money directly to phone contacts who are also PNB Although the Bank had the right intent, customers using more customers; multiple accounts management (savings, deposits, than one app were finding it difficult to keep track of their loan, overdraft, credit card etc.); UPI open-banking transactions; credentials. This prompted PNB to build a unified app that automatic bill payments; and a customer service chatbot would cater to all the banking requirements of its customers. named PIHU. Appropriately, the app was named PNB ONE. ONE app, many capabilities PNB, a long-time user of Finacle solutions, such as Core Banking, and more recently Digital Banking and Mobile Teller, turned 5 | External Document © 2020 EdgeVerve Systems Limited The power of ONE PNB ONE has achieved several milestones since its recent launch. In just few months, it has over 1.3 million customers on Android and about 100K customers on iOS with daily transactions valued at US$ 7.47 million. For customers, PNB ONE offers the convenience of 24x7, anytime, anywhere comprehensive banking. They also enjoy insights-driven personalized banking experiences across channels, applications and devices. Already, a number of PNB customers in different parts of India have the advantage of banking in the local language ; the Bank is testing the app in more regional languages with plans to launch soon. 6 | External Document © 2020 EdgeVerve Systems Limited Bank Muscat Reimagines Digital Banking for New-Age Customers in Oman Profile successfully transformed its channel landscape; the newly implemented Finacle Omnichannel Hub enabled a full-fledged, Bank Muscat is the leading bank in Oman with a dominant consistent and seamless user experience across online and presence in both corporate and personal banking. The Bank mobile banking, both of which got a completely new interface has the largest network of branches and electronic channels in with intuitive navigation. The biometric authentication facility Oman. on mBanking made it more customer-friendly. The need for new-age channels On the corporate side, Bank Muscat has been able to deliver a seamless digital experience to their corporate customers Like their peers around the world, the digital natives of Oman courtesy of the comprehensive, multi-level corporate also had high expectations from their banks. While Bank Muscat functionality afforded by Finacle, which supports self-service was keen to meet their demands, it did not have the necessary for a broad range of products. With flexible bulk transaction unified channel banking landscape. The Bank had to not only processing capabilities, corporate clients can upload files transform its channels, but also ensure that the new landscape and use the feature to process salaries and vendor payments was best-in-class in order to sustain its leadership in the market. without assistance, freeing up valuable time of the Bank’s staff. After a thorough evaluation of several vendors, Bank Muscat chose Infosys Finacle as its transformation partner. On the retail side, the Bank has put special focus on helping individual customers manage their finances efficiently using Twin focus: retail and corporate PFM tools that graphically represent income and expenditure and allow users to compare the same against their set budget. The channel landscape transformation included Retail customer can use the various feature available on implementation of Finacle Omnichannel Hub, and upgrading both channels such as bill payment, top-ups, transfers to the the existing Finacle Online Banking and Mobile Banking bank’s wallet and faster remittances to India, Pakistan, Sri Solution. A major reason why Bank Muscat chose Finacle was Lanka, Philippines and Bangladesh with instant credit to the because it offered an intuitive user interface and unified user beneficiary account. experience. Leveraging the latest version of Finacle, the Bank 7 | External Document © 2020 EdgeVerve Systems Limited Channel surge Bank Muscat’s channel transformation is yielding encouraging results. There has been a marked increase in channel usage among retail as well as corporate customers – for example, within the first three days
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