ICICI Bank Accelerates Corporate Customer Onboarding & Drives Engagement With Whatfix
Indian-based banking enterprise ICICI Bank enables its corporate customers with Whatfix’s interactive, guided onboarding and real-time support, powering its self-service banking model.
BY THE NUMBERS
The Whatfix Difference
+5
point improvement on customer NPS.
50%
reduction in banking portal support questions and tickets.
“Now our new customers are fully engaged – on day one. The Whatfix Platform allows us to save significantly on operations and services. It’s now a cornerstone of our customer acquisition and engagement strategy”
Kalyana Sritharan
Lead of Product Strategy, Digital Business & Customer Experience, CIB, ICICI
The ICICI Bank Story
Empowering Corporate Customers With a Self-Service Banking Platform
ICICI Bank is one of India’s leading private-sector banks and its business reaches across the globe. It offers a diverse portfolio of financial services from banking to insurance, investment banking, venture capital, and wealth management. ICICI Bank reported more than 20B in income and 190B in assets, winning numerous prestigious awards such as the IBA Banking Technology Awards, Infosys Finacle Client Innovation Awards under many categories including “Corporate Banking Digitization”, and ‘Best Bank in Innovation’ at Business Today-Money Today Financial Awards.
In India’s highly competitive finance industry, banks are compelled to differentiate themselves not only by financial products – but by the quality and extent of their services. ICICI has a singular focus on servicing its customers and leveraging the most innovative technology has always been a large part of that strategy.
ICICI Bank’s Corporate Internet Banking (CIB) platform enabled corporate customers with the power to instantly execute critical transactions with a self-service banking portal.
Each day, there are new CIB customers eager to learn how to use their new banking platform. However, these corporate customers aren’t profitable until they reach a certain level of engagement.
Like many banks, an email newsletter was one of the primary methods used to educate new customers on how to use the self-service banking platform. But the newsletter alone wasn’t enough. CIB knew they needed to transition to a more effective self-service banking model, but they weren’t prepared to compromise its commitment to excellence in customer service.
The Challenge
The Need to Accelerate Onboarding & Provide Contextual Support to Its Customers
To grow market share in the highly competitive banking sector, ICICI Bank needed to accelerate customer onboarding and drive a higher level of engagement so new customers could become profitable faster than ever before – all empowered by its CIB platform.
The Solution
Contexual, Guided Onboarding and Real-Time Customer Assistance With Whatfix's DAP
The Whatfix Digital Adoption Platform (DAP) presented a solution to provide contextual help to CIB users across several contextual scenarios.
At the login page, an interactive Flow appeared to guide customers step-by-step across common activities like how to change a password and manage user accounts. Once logged in, the help content was contextualized to the specific type of customer, such as a proprietor, small and medium businesses, a large corporation, or a banking partner.
Self Help, Task List, and Smart Tips are used to present training content in a wide range of formats from videos to text.
This in-app assistance ranged from how to add beneficiaries to making a wide variety of payments. Because security, minimized system latencies, and control were paramount considerations, CIB implemented the Whatfix DAP using an on-premise deployment model.
By deploying the application within its private domain and using its own privately managed facility and hardware, ICICI could design and enforce the security borders to its specifications. This provided them the highest degree of control and flexibility over system uptime and other performance parameters.
ICICI Bank chose Whatfix not only for the platform’s technical features but also because the company took the time to understand both ICICI Bank’s immediate needs and its long-term strategy for creating opportunities for customer engagement.
ICICI Bank’s drove customer and end-user adoption of its self-service banking platform with Whatfix and built a robust infrastructure for continuous improvement, enabling the bank to maintain a relationship with every customer at scale.
As part of its commitment to constant improvement, the enterprise plans to integrate its AI-based virtual financial assistant with Whatfix to deliver in-app walkthroughs as a chatbot response to its users. Other planned improvements include showing upsell and cross-sell offers to customers and end-users based on their activity directly inside its CIB banking portal.
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Customers
52M
Industry
Banking
Use Case
- Customer Onboarding
- Customer Education
- Customer Support
- Customer Engagemnet
Applications
- Custom Banking Platform
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FAQs
FAQs
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A digital adoption platform (DAP) overlays onto other software applications that provide in-app guidance and on-demand support to users. Admins use no-code editors to create, publish, and manage in-app content such as product tours, interactive walkthroughs, smart tips, task lists, and self-help wikis that help assist and guide users through applications in real-time.
Absolutely! You can sign up for a free trial to give Whatfix a test drive here.
Absolutely. Here are a few of our DAP comparison guides:
Whatfix supports both cloud and on-premise implementations.
For our cloud offering, you only need to install our Whatfix Editor extension on Chrome or Firefox and you’re ready to get started. The user experience of our editor is so simple that you can create interactive guides easily, with no technical setup required.
We also offer full support on on-premise setups. Whatfix guides can be exported and deployed on your own web server with our on-premises export version.
Our pricing is entirely based on customer requirements and usage. We have tailor-made pricing models for SMBs and large enterprise companies. For more details on pricing, visit our pricing page or you can contact us at [email protected] or call us at +1-800-459-7098. We would be happy to provide you with a custom quote.
Our customers use Whatfix for a variety of use cases, including:
- Supporting change and digital transformation efforts.
- Contextual employee training, onboarding, and performance support across your entire software applications and digital processes.
- Building UI elements such as product tours and walkthroughs for better user onboarding experiences.
- Creating self-help portals to provide end-users and customers with on-demand guidance and support.
- Building better employee and customer experiences through advanced product analytics and behavioral data.
Our customers range from SMBs, large enterprises, and Fortune 100 companies across verticals, including:
- SaaS companies
- eCommerce marketplaces
- Insurance companies
- Healthcare providers
- Media companies
- Governments
- Universities
…and many more – all solving their digital adoption challenges by empowering their employees, customers, and end-users with Whatfix.
You can read Whatfix reviews on G2, where we have 220+ reviews and have been named a Leader in the DAP category in 8 consecutive reports.
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