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Leading in the era of digital banking

State Bank of India serves over 44 crore customers with customised products and services, including a diverse loan portfolio.

Published: Tue 26 Jan 2021, 11:13 AM

With presence in 32 coun­tries with 233 foreign offices, country's largest bank, State Bank of India (SBI) has embarked on a journey of digital transformation with the support of its millions of valued customers and employees.

SBI is maintaining its digital leadership across channels and in sync with the govern­ment's vision to create a digitally empow­ered society along with a cashless and a knowledge-driven economy. Ninety-three per cent of the bank's total transactions are taking place through alternate channels. SBI has aligned its business performance with the national priority of building a robust digital ecosystem and accelerating financial inclusion at all levels.

SBI, with the largest network of more than 22,000 branches and more than 58,000 ATMs, serves more than 44 crore customers with customised products and services that include its diverse loan portfolio. SBI's de­posit base, worth more than Rs35 lakh crores, is a testament of customers' trust and confidence in the bank. It has more than 36-lakh strong NRI customer base, who are being catered by more than 80 exclusive NRI branches and 283 NRI intensive branches across India.

To ensure that all its NRI customers can avail services at just one-stop, SBI has set up a centralised back-office, the Global NRI Centre (GNC), for handling the entire gam­ut of non-financial services to ensure time­ly onboarding of customers, lead and query management under one roof. SBI Intelligent Assistant (SIA), also known as Smart Chat Assistant, evolved from cutting-edge tech­nology, efficiently answers queries, and is also available to its NRI customers across the globe through its website, bank.sbi.

In the UAE, SBI has two representative offices - in Dubai and in Abu Dhabi - for servicing NRI clients exclusively. In the rest of the GCC, it enjoys a presence in Bahrain, Oman, and also manages the Mustafa Sul­tan Exchange Company and Global Money Exchange Company in Muscat (Oman), and City Exchange Co. in Dubai.

To channelise NRI remittances to India, SBI has tied-up with 45 exchange compa­nies and five banks located in the UAE, Oman, Kuwait, Bahrain, Qatar and Saudi Arabia. To track remittances SBI offers a web-based transaction tracker tool to NRIs/ Exchange companies/banks through its rupee remittance products viz. SBI Rupee Express, SBI Rupee Instant, and SBI Rupee Flash.

On the social media spectrum, SBI con­tinues to bag the top spot in the list of its followers on Facebook and YouTube among all the banks in the world.

The bank had last year launched the YONO Global app in the UK and Mauritius. Recently SBI also launched the Yono Glob­al app for its NRI Customers in Maldives and Canada. The app allows NRI custom­ers with accounts in respective countries and in India to access both accounts through one app, thereby improving cus­tomer experience and ease of use. The app would also allow them to change their ad­dress, e-mail, mobile numbers online. It also comes with a strong cordon of device binding to protect the security of custom­er funds.


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