There is an increasing expectation from customers for better service from their banks. The availability of ATMs for 24 hour banking is also not seen as sufficient. More and more customers look for getting banking transactions done sitting in their homes or offices. This has led to the concept of Doorstep Banking getting more and more volumes.
While, the services to be offered are simple; the timeliness and urgency towards the customer poses a big challenge specifically because the geographical reach are very important.
These services are already being handled well through phone calls and third party service providers. However, to handle higher volumes with reduced errors we have evolved the Doorstep Banking solution.
As also defined in Regulatory guidelines, Banks now offer the following banking services to all of their customers at their doorstep:
- Cash pick up and delivery
- Instruments/Cheque pick up
- Instruments (DD/PO) delivery
In order to manage / track/ evaluate these services centrally, there is need of robust system integrating central unit, hub branches, spoke branches & service provider agency. This system should enable the faster mode of communication between central unit, hub branches, service provider & customer thus reducing the turnaround time so that each customer is serviced effectively.
Doorstep banking software has been built with an objective to provide support to any doorstep services providers. A dynamic structure of each pick-up agencies their reporting branches and each Customer is maintained. Through system generated alerts each CIT is co-ordinated thus reducing manual effort, cost and confusion.
Why Doorstep Banking System
At present the doorstep banking services are provided to the all the customers in decentralized manner which creates difficulty in managing and tracking the services offered to the customer at doorstep. The customer approaches the respective branch through phone and branch arranges the services. Since this is a highly decentralized process, there are very basic systems in place to follow-up and monitor. Hence the process becomes difficult to scale-up and to ensure good quality customer services.