interview
Q&A
with Dhananjaya Arvind Tambe, Deputy Managing
Director & Chief Information Officer at
State Bank of India
The DMD & CIO of India’s largest bank discusses the centrality
of analytics in driving customer satisfaction and digital
readiness in India’s fast-growing digital marketplace.
Let’s start by describing the
scale of State Bank of India.
SBI is the largest bank in India, with
approximately 425 million customers,
developed into TCS BaNCS.
Today, we handle on average 250
something based on rates and figures.
If I’m going to pay you 3% rate of
which is more than the population of million transactions per day, and I interest, and another bank is going
North America. We serve every nook can tell you with a fair degree of to pay you 3.25% rate of interest, it’s
and corner of India, from islands in satisfaction that the bank’s decision very easy to discern the difference.
the Bay of Bengal and the Arabian to go for the solution that became Therefore, to add value for your
Sea to villages in the Himalayas. We TCS BaNCS was a good decision. customers, you have to offer them
have a total branch network of about
23,000, a massive network of 58,000
ATMs, and about the same number of
customer service points.
What’s SBI’s history
with TCS BaNCS?
In 2002, the bank decided to
deploy a centralized core banking
solution. One of the guiding factors
relevant products and value-added
Describe your overall
approach to banking.
All your problems in life can be
services.
If you make the right offers, your
customers will feel that the bank
solved if you have only one objective, cares for them. Banking is a trust-
and in banking, that should be based service; and caring about
CUSTOMER SATISFACTION: How do customers has a multiplier effect on
I keep my customers more satisfied loyalty.
today than they were yesterday?
To do this, you have to create value
was that it should be able to scale by making relevant offers. Financial
up to handle our very large customer services are not emotion-based
base and massive scale. We selected services. There is very little scope
technology from a company that later for anyone to appeal to emotions on
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How is it possible for banks
to differentiate themselves
with technology?
Technology has been a great leveler.
Every bank today has core banking