A REPORT

ON

“DIGITALIZATION AND ACQUISITIONS OF

HDFC BANK”

BY-

SAMBHAVI SINGH

1827653

MBA-I

A REPORT SUBMITTED ON PARTIAL FULFILMENT OF THE

REQUIRMENTS OF MBA PROGRAM OF

CHRIST UNIVERSITY, BANGALORE

 DIGITALIZATION AND ACQUISITION

Under the guidance

Of

Prof. Aniruddha Oak

Mr. Thrishul K – Head (Relationship Banking)

By

Sambhavi Singh

MBA I

1827653

CHRIST INSTITUTE OF MANAGEMENT,

CHRIST (DEEMED TO BE UNIVERSITY), BENGALURU

 AUTHORISATION

I, Ms Sambhavi Singh of MBA Programme Christ University, declare that the project entitled
“DIGITALIZATION AND ACQUISITIONS” conducted at HDFC Bank, Bengaluru is a
record of independent research work carried out by me during the academic year 2019-20
under the true and helpful guidance of my faculty guide Prof. Aniruddha Oak of Christ
University, Bengaluru and my Company guide Mr.Thrishul K, Head Relationship Manager of
HDFC Bank.

The report is submitted in partial fulfilment of the requirement for the MBA program of
Christ University, Bangalore.

This project is the result of my own efforts and has not been plagiarized from any source or
submitted to any other institution for the award of any degree or diploma.
 ACKNOWLEDGEMENT

I would like to thank HDFC Bank for giving me the opportunity to work in their esteemed
organization.

The encouragement and words of insight that I received from Mr. Thrishul K (Head
Relationship Manager, HDFC Bank) gave me direction and encouragement for carrying out
the project and making the report. I am thankful for his sincere support without which my
internship would never have been possible.

I would also like express my gratitude towards Prof. Aniruddha Oak, Faculty Guide Christ
University for providing me guidance and inspiration throughout this project. I am thankful
for his insights and encouragement that prompted me to work harder and have a more
productive SIP.

I am also forever indebted to my Parents and Friends who stood by me, with love and
support. I would take this opportunity to express my gratitude towards all of them who
have contributed directly or indirectly towards this project.
 TABLE OF CONTENTS

DESCRIPTION PAGE NUMBER

Executive Summary
Introduction
Products and Segments
Introduction to Digitalization
Digitalization Products
HDFC- Personal loans &Auto loans
HDFC- Catchment Mining
Acquisitions
Methodology
Limitations
Learnings

EXECUTIVE SUMMARY
The SIP is titled “DIGITALIZATION AND ACQUISITION” aims at understanding
and analysing HDFC’s digital products and also to analyse customers follow up on digital
products.

During the SIP my work has been directed towards –

1. Understanding and analysing the HDFC digital products and competitors digital
products.

2. Analyse the competitors and services provided by competitors in the same sector.

3. Look for capability gaps by understanding the market and service provided by
competitors.

4. Cross Selling of HDFC digital products.

5. Understanding customer digital engagement for HDFC Products

6. How to strengthen customer digital engagement

7. Study the market and collect information such:

 SWOT Analysis
 USP Analysis
 Competitive Analysis
 STP of the Products
 Comparison

INTRODUCTION
Housing Development Finance Corporation (HDFC) was amongst the first to receive an 'in
principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private
sector, as part of RBI's liberalisation of the Indian Banking Industry in 1994. The bank was
incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office
in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in
January 1995.

HDFC single minded focus on product quality and services excellence has helped us garner
the appreciation of both national and international organizations.

HDFC BANK LIMITED

CEO Aditya Puri
Type Private
No. of Employees 95000+
Headquarter Mumbai, Maharashtra, India
Tagline We understand your world
Industry Banking & Financial services

Business Focus:

Mission: To be a "World-class Indian Bank"

Objective/Vision: The objective is to build sound customer franchises across distinct

businesses so as to be the preferred provider of banking services for target retail and
wholesale customer segments, and to achieve healthy growth in profitability, consistent with
the bank's risk appetite. The bank is committed to maintain the highest level of ethical
standards, professional integrity, corporate governance and regulatory compliance.

HDFC Bank’s business philosophy is based on five core values:

 Operational Excellence

 Customer Focus

 Product Leadership

 People and

 Sustainability
 Awards and Achievement – Banking Services (2019)

Forbes' World's Best Banks report No. 1 Bank in India -

HDFC Bank
Euromoney Trade Finance Survey 2019 Best Service (Asian
Banks only) - India
Market Leader (Asian
Banks only) - India
The Financial Express India's Best Banks Awards 2017-18 Best Bank - New
Private Sector
category

FE CFO Awards 2019 Best CFO /

Newsmaker of the Year

Asiamoney Best Bank Awards 2019 Best Digital Bank

(India)

AIMA-JRD Tata Corporate Leadership Award 2018 HDFC Bank MD Mr.

Aditya Puri has been
conferred the AIMA-
JRD Tata Corporate
Leadership Award for
the Year 2018

Outlook Money Awards 2019 Best Private Sector

Bank Award - Gold

IDC Financial Insights Innovation Awards (FIIA) 2019 Asia's Most Secure
Bank

Dun & Bradstreet BFSI Awards 2019 India's Leading Bank -

Private Sector

Euromoney Private Banking and Wealth Management Survey No. 1 in Asset

2019 Management category
Business Today - KPMG India's Best Bank Awards 2019 - Bank of the Year -
HDFC Bank and SBI
Best Large Bank -
HDFC Bank

FE Best Bank Awards Best Bank: New

Private Sector

The Economic Times Corporate Excellence Awards 2018 Company of the Year

PRODUCTS AND CUSTOMER SEGMENTS

It is divided in 3 segments:

1. Retail Banking:

 Auto Loan

 Personal Loans

 Home Loans / Mortgages

 Commercial Vehicles Finance

 Retail Business Banking

 Credit Cards

 Loans against Gold

 2-Wheeler /Consumer Durable Loans

 Construction Equipment Finance

 Loans against Securities

 Agri and Tractor loans

 Education Loans
  Savings account

 Current Accounts

 Fixed / Recurring Deposits

 Corporate Salary Accounts

 Escrow Accounts

 Depository account

 Mutual Fund Sales

 Private Banking Insurance Sales (Life, General)

 Non-resident Indian (NRI) Services

 Bill Payment Services

 Point of Sale (POS) Terminals

 Debit Cards

 Foreign Exchange Services

 Broking (HDFC Securities Ltd)

 Self Help Group Loans

 Joint Liability Group Loans

 Kisan Gold Card

2. Wholesale Banking:

 Working Capital
  Term Loans

 Bill / Invoice discounting

 Forex & Derivatives

 Wholesale Deposits

 Letters of Credit

 Guarantees

 Cash Management

 Custodial Services

 Clearing Bank Services

 Correspondent Banking

 Tax Collections

 Banker to Public Issues

 Debt Capital Markets

 Equity Capital Markets

 Project Finance

 M&A and Advisory

3. Treasury:

 Foreign Exchange

 Debt Securities

 Derivatives
  Equities

 Asset Liability Management

 Statutory Reserve Management

HDFC BANK Subsidiaries:

1. HDFC Securities

2. HDB Financial Services

3. HDFC Standard Life Insurance

4. HDFC Asset Management Company

5. HDFC ERGO General Insurance Company

 6. HDFC Credila Financial Services

DIGITALIZATION

What is Digital Footprint?

A digital footprint is a trail of data you create while using the Internet. It includes
the websites you visit, emails you send, and information you submit to online services.

A "passive digital footprint" is a data trail you unintentionally leave online.

An "active digital footprint" includes data that you intentionally submit online. Sending an
email contributes to your active digital footprint, since you expect the data be seen and/or
saved by another person.

4 Ways for Establishing a Strong Digital Footprint:

1. Email Marketing:
Email marketing is said to be one of the strongest marketing channels where you can market
your products and services with the best chances for making profits and reaching your goals.
Email marketing helps to establish and nurture buyers’ relationships with a strategic leads
scoring system. This is because it takes into consideration that your target customers are, their
preferences, benefits they are looking for, as well as which email marketing messages are
most effective.
 2. Social Media Marketing:

With the social media, you can share information and distribute contents about products and
services. The multiple social media platforms now enable people to amplify who they are and
what they are really into. Utilizing a variety of social media platforms creates new
opportunities to connect and interact with potential clients and customers anywhere in the
world. Thus, the more people you know and the more you are known, the more you sell.

You cannot afford not to have your business in any of the social media platforms. It helps in
engaging your clients, creating impressions, and branding of your products or services.

3. Organic Search Engine:

The first step in getting your website in front of potential clients and customers is to correctly
optimize your website. Organic search delivers the relevant traffic and increases your
potential for a variety of positive opportunities. To increase your website visibility within the
search engines, you need to implement a strong and solid organic engine strategy.

4. Paid Advertising:

Google and Facebook (now also along with LinkedIn and Pinterest) all have paid advertising
options for every business to consider.

It’s the fastest and smartest way to generate leads for your business. The ads show up when
your prospects look for you (or sometimes when they are not looking). You can determine
how much you want to spend. You can test and optimize ads, headlines, landing pages, and
the resulting workflow.

If you do it right and you will have an ocean of leads flooding towards you until you have
another problem to consider: scale and growth to meet demands.

What is Digital Banking?

Digital Banking means availability of all banking activities online. Here, you have the luxury
to freely access and perform all traditional banking activities 24*7 without having to
personally go to a bank branch to get your work done. Some of the major online banking
activities include:
  Money Deposits, Withdrawals, and Transfers
 Checking/Savings Account Management
 Applying for Financial Products
 Loan Management
 Bill Payment
 Account Services

Many banks also offer other integrated services like investing in Mutual Funds and other
investment options online. This makes Digital Banking a widely used concept.

Pros and Cons of Digital Banking:

Pros:

 Higher interest rate offers

 Lower fees

 Cash back and other rewards

 Emphasis on mobile and online banking

 Better online services

Cons:

 No face to face customer services

 No physical locations

 Limited capabilities compared to retail banks

 Difficult to conduct cash transactions

HDFC DIGITAL PLATFORMS:

1. 30 Minutes paperless Auto Loans using biometric technology

2. 10 Sec Personal Loan on Net-Banking

3. Mobile Banking App& LITE version

4. PayZapp

5. Chillr App (UNAVAILABLE)

6. Missed Call Recharge

7. Instant Loans at ATM

8. Interactive Robotic Assistant (IRA)

9. HDFC Bank OnChat

10. Social Sher

11. HDFC Bank EVA Chatbot (Electronic Virtual Assistant)

12. HDFC Bank EasyKeys

13. VahanGyan App

14. SmartBuy – 1 click Shopping

15. SmartHub– DiGiPOS& Mobile

HDFC Digital Application Products:

1. PayZapp:

HDFC Bank Pay Zapp, a complete payment solution, giving you the power to pay in
just One Click. With PayZapp, you can shop on your mobile at partner apps, buy
movie tickets, groceries, compare and book flight tickets and hotels, shop online and
get great discounts at Smart Buy, send money to anyone in your contact list or to your
bank account, pay bills and recharge your mobile, DTH and data card and many more.
2. HDFC Mobile Banking and LITE version:

HDFC Bank Mobile Banking App helps us to check our account balance, transfer
funds, pay our bills and much more. The new App is loaded with great features. It is
the 1st bank to offer the My Menu feature. In which we can customize our Menu with
10 of our favourite transactions with this feature. And it also has a LITE version of its
which doesn’t take much of the memory from our mobile and it is available for both
IOS and Android Phones.

What’s good!

 Unlock safely with your Face ID

 Account updates just like status updates

 Share fund transfer receipts like social media way

 Quick payments
3. VahanGyan App:

Today’s consumers want instant information – and this is undoubtedly the case when
they’re shopping for a new car. With this in mind, HDFC Bank has launched a feature
“Snap & Search” on the Bank’s Vahan Gyan App which enables users to quickly find
out how much a loan would be for a specific make or model and what are the EMI
options available for each variant & model. All the user needs to do is click or upload
a picture of a car of his choice and the app will display information such as car name,
price range, variants, specifications, offers, user reviews and EMI options.
This feature also marks HDFC Bank’s foray is the field of Augmented Reality by
giving the users a digital feel of the physical world. Currently the feature is available
only on the employee app for searches based on live car images or high resolution car
 pictures and will soon be launched for the customers through the bank’s Autopedia
App.

4. HDFC Smart Hub:

SmartHub is a comprehensive and integrated payment solution for merchants to now

collect payments through multiple payment modes. Payment modes include Debit
Cards, Credit Cards, Multiple Bank, Net Banking, IMPS, NEFT, RTGS, Cash,
Cheques and Demand Draft.
 Through the SmartHub platform, merchants can now have a one view of monies
collected through all modes of payment in one view. Comprehensive dashboard gives
the merchant in-depth information on nature of transaction, summaries and
reconciliation. The solution is packed with features such as payment alerts, online
response, splitting of payments to various heads to name a few.
The solution offers various merchants need based customisation. The admin access
can be designed to offer user access management within merchant's organisation

HDFC Online Products:

1. SmartBuy:

SmartBuy is a HDFC bank’s e-commerce initiative to create an exclusive portal that

offers wide range of digital and physical products from travel, entertainment, bill
payments, electronics, fashion, books and much more.

Also, provides the list of merchants where you can avail exclusive offers, discounts
and reward point for purchase through your HDFC Bank - Credit Card, Debit Card,
Internet Banking, Prepaid Card and Payzapp Wallet.

Whether it’s making an instant travel or an entertainment plan or even taking care of
your payments and mobile recharges, or shopping for the finest deals you could do it
all right here on www.offers.smartbuy.hdfcbank.com
2. HDFC NetBanking:

HDFC NetBanking basically has some unique features, it helps customers in Funds
Transfers, bills payments, also helps to personalize the customer ID, Shop Online,
Accounts management (Balance, bank account, Summary) and for Investments too.
Bills payment is quite easy with NetBanking as it follows only 4 easy steps and in that
there will be exciting offers,
3. HDFC Bank EVA:

Voted as India's smartest chatbot, EVA (Electronic Virtual Assistant) is a chat based
solution on the HDFC Bank website (www.hdfcbank.com) that enables the bank to
 solve basic customer queries instantly; thereby eradicating human intervention. EVA
works on Artificial Intelligence technology and has natural language capabilities that
determine the correct taxonomy of the user’s input; pairing this with cognitive
learning capabilities that extract, understand, and act upon user queries.

4. Social Sher for Employees:

Social Sher is an award winning Social Media Brand Ambassador Programme

launched by HDFC Bank for employees to become online brand promoters of HDFC
Bank’s products & services. The objective of the programme is to equip and
encourage employees to share the bank’s promotional content with their social
network. Social Sher platform can link to multiple social media channels and help in
identifying key employee advocates, thereby, creating a culture of passion where
employees spread HDFC Bank’s communication and products with their personal
social networks, in turn helping the brand drive awareness and sales.

5. 10 Sec Personal Loan:

HDFC gives a surprisingly good offer for customers in which they can avail Personal
Loan within 10 Sec which doesn’t require any documentation through the help of Net
banking. It gives HDFC a strong digital foothold and also to maintain good customer
relationship.
6. HDFC Bank Easykeys:

A new and easy way of banking, EasyKeys is a digital offering from HDFC Bank that
lets you do banking transactions using your Android smartphone's keyboard without
the need for switching between Apps. With HDFC Bank EasyKeys, users can check
their account balance, transfer funds, recharge mobile / DTH, pay bills securely
without switching apps while continuing to send emails or chatting across platforms
such as social media Apps, SMS App, Email Apps, etc. It is the first alphanumeric and
transactional keypad being offered by an Indian bank, thereby making it innovative.
Unlike other keypads, it allows users to not only do banking transactions, but also use
it as a by default keypad for typing purpose.
Other HDFC Digital Products:

1. Interactive Robotic Assistant (IRA):

HDFC Bank has recently launched the first "Humanoid" in the domestic banking
space. The human-sized robot IRA will be deployed at a city branch very soon.
The robot will act as an assistant to augment existing services that are being offered in
the branches.

2. Missed call Recharge:

 A first in Industry Innovation by HDFC Bank, Missed Call Recharge allows a
customer to recharge a prepaid mobile phone by simply giving a missed call to a
dedicated number! There’s no need to visit any shop, or download an app – all you
need to do, is save 73 08 08 08 08 on your phone and give a missed call whenever you
want to recharge your phone! The service is available 24x7 and works for a
smartphone as well as a featured phone.

3. HDFC Bank OnChat:

A first of its kind solution provided by any Bank in India, HDFC Bank OnChat lets
you chat on Facebook messenger to avail services like bill payments, travel bookings,
event bookings, etc. You just need to chat with 'HDFC Bank OnChat' to complete any
transaction. It understands the user’s intent in English as well as Hinglish and does
not need specific commands as it is built on an intuitive Natural Language Processing
(NLP) based Artificial Intelligence(AI) platform. It is a one-stop solution for all your
 requirements, so there is no need to download multiple apps for your daily needs.
HDFC Bank OnChat has won recognition from award forums like Asian Banking
Federation, etc

HDFC PERSONAL LOAN:

So my work was to cross sell different HDFC Products especially Personal Loan. It is a type
of unsecured loan and helps you meet your current financial needs. Repayment is usually
through fixed amount instalments over a fixed term. Also called as consumer loan. The
amount is borrowed at a fixed rate and repaid over a fixed amount of time.

HDFC Personal Loan amount starts with Rs. 40,000 to Rs. 5000000 based on the salary the
customer is earning. And about interest rate the minimum is 11.25% and maximum is 16.25
% based on the category of company listed with HDFC Bank. The tenure period is from 12 to
60 months. As for documentation it requires latest salary slip, Last 3 month’s bank statement
photograph and KYC Documents.

The features of HDFC Personal Loan are it has loan for salaried individuals across corporate
and government institutions, no requirement of security and collateral, it has exclusive offer
on personal loan balance transfer from other financiers and loan is offered on the basis of
monthly salary and the present company you are working for.

SWOT ANALYSIS
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So basically HDFC Personal Loan is categorizes under 4 parts:

1. Green Channel:

So, Green Channel is also Personal Loan offer and category in which customer is
accumulated. Green Channel basically doesn’t require any documentation as it will
have its own fixed amount, fixed interest rate and fixed tenure period. Green channel
offer has to go through Digital Application Platform (DAP) process which will be
explained later. And in Green Channel offer the amount will get disbursed within 2 –
3 days of time as it will check customer eligibility through CIBIL Score.

2. Pre-Qualify:

Pre-Qualify is basically a personal loan offer in which there is a requirement of

documentation from customer. The document which is required is latest salary
payslip, KYC documents and PAN Card details or any other documentation (Aadhar
Card or Driving License Copy). And this process is also has to go through Digital
Application Platform. Basically the amount will get disbursed within 3 days. And it
will also check customer eligibility through RIG and CIBIL Score.

3. 10 Sec Personal Loan:

 10 Sec Personal Loan, is basically a new offer given to customer in which the amount
will get disbursed within 10 Secs and which is without any documentation and
customer can avail this offer directly through net banking.

4. Top-Up Offer:

Top up offer is basically when customer has already taken the loan and wants an extra
loan upon that loan. Customer is eligible for top up offer when the loan he took
previously past 3 months of the loan and he has repaid the amount successfully. And
the process is with documentation like latest 3 months’ salary payslip and PAN Card
copy. And the amount is disbursed within 3 days.

Personal Loan Process:

 Digital Application Platform (DAP):

Digital Application Platform (DAP) is application in which customer have to

fill basic details like there residential address, office address and references.
This process is necessary for Green Channel, Pre-qualify and Top up offers.

DAP Process:

1. First of all we have to open this website https://apply.hdfcbank.com/dapweb/personal

2. After opening the website this page will appear in which we have to select any one of
the following:
  Login through Net Banking

 Customer ID and Verification Code

 Mobile Number and Verification Code

3. In the above case we have selected Mobile Number and Verification Code and we have
to apply correct CAPTCHA code and next page will appear.
4. After entering your registered mobile number and CAPTCHA code the next page will
appear in which we have to select skip button then next page will appear.

5. The next page contains Name and Birthdate, Registered Mobile Number, Employment
Details and City & Residence Type in which customer have fill everything required.
This page is basically the first page while applying for personal loan.
6. In this page in employment details we have selected Salaried and Employer Name is
basically the company in which you’re working and it should be listed with HDFC or
else the loan will not get approved for the customer. After selecting the salaried
category, the next segment will be monthly salary and existing EMI plan customer
looking for. And in declaration you have to type CAPTCHA code and agree to terms
and conditions. And select PROCEED then second page will appear.
7. The second page will show customer Monthly EMI, Rate of Interest, Loan Amount,
Processing fees and total Interest which customer opted for. And next customer have to
press apply now and final page will open.
 8. The third page basically ask for Customer’s Residential Address, Landmark,
Registered mobile number, Office address, office mobile number, reference name and
mobile number. And then customer have to select Employment type Salaried or Farmer
and Loan type – Fresh loan or Top-up and then the employee have to apply LSE Code
and PSE Code which is helping the customer and finally type the CAPTCHA Code,
then the finally page will appear in which it shows the application has been submitted.

9. As these DAP Process is for Green Channel, Pre-Qualify and Top-up. In which Green
Channel won’t require any documentation and other two requires it – documentation
like Latest 3 months’ Salary payslip and PAN card copy.

Amount Disbursal Process:

1. After 2 – 3 days of DAP the approval have to be there for amount disbursal.
 2. The process of amount disbursal starts with, customer have to Login to Net
Banking, and Go to Offers option.
3. After clicking on Offers Option, customers have to select Personal Loan Get
Now.
4. After clicking on Personal Loan Get Now, the First Pagewill appear in which
customer have to Check Their Personal Details and Enter Registered Email ID
and at the bottom of the page customer have to select Agree button and next page
will popup.
5. Then the Second Pagewill appear in which it will show Personal Loan Details
like loan amount, interest rate, gap interest, tenure period and processing fees
including GST. In which customer have to check and click on continue and next
page will appear.
6. Third page basically asks about whether customer want to opt for any Insurance
or not there will be option YES or NO and customer have to select it and then
click on continue.
7. Fourth page ask customer five options like Directors relation, promotional call,
tenure & repayment, status update and credit card options. Each of them has
an option of YES or NO, in which customer have to select from them and then
CAPTCHA code will appear and customer have to enter it and click continue.
8. Fifth page ask the customer about terms and condition in which customer have to
select first three option and next click on Proceed OTP and they will get OTP on
their registered mobile number. After entering OTP customer have to click on
Submit and after 2 minutes they will get a message that states their amount has
been disbursed. And amount will be credited on their bank account.

Lead Generation:
Lead generation is basically the application form which was done through Digital Application
Platform. The lead generation will be shown in CRM Next. For further update on Customer
application the concern employee have to check through CRM Next.

Lead Conversion:
Lead Conversion happens after lead generation application got approved and the customer
gets their amount disbursed.
CATCHMENT MINING PROGRAMME (CMP):
It is one of the newest activities which started in HDFC Bank in which employees have to
directly visit to the company or shops and explain about HDFC products. And for shops there
is a new offer called “DukaandarDhamaka” were shop owner can open – Savings Mini
Account, Active Current Account and can apply for Business Loan of about Rs. 5 lakhs.
Catchment Mining is basically Face to Face Selling in which we have to go to customers
directly and tell them about our products.

ACQUISITIONS
Bank in general terminology is referred to as an financial institute or a corporation which is
authorized by the state or central government to deal with money by accepting deposits,
giving out loan and investing in securities. The main roles of Banks are Economics growth,
Expansion of the economy and provide funds for investment. In the resent times banking
sector has been undergoing a lot of changes in terms of regulation and effects of
globalization. These changes have affected this sector both structurally and strategically.

With the changing Environment many different strategies have been adopted by this sector to
remain efficient and to surge ahead in the global arena. One such strategy is through the
process of consolidation of banks emerged as one of the most profitable strategy. There are
several ways to consolidate the banking industry; the most commonly adopted by banks is
merger. Merger of two weaker banks or merger of one health Bank with one weak bank can
be treated as the faster and less costly way to improve profitability then spurring internal
growth. The main motive behind the merger and acquisition in the banking industry is to
achieve economies of scale and scope. Mergers also help in the diversification of the
products, which help to reduce the risk.
HDFC bank was established in the year 1994, with its registered office in Mumbai, India;
commenced operations as a Scheduled Commercial Bank in January 1995. HDFC bank
acquired two major private sector banks viz, Times Bank and Centurion Bank of Punjab to
expand its business and to reap the benefits of merger.

METHODOLOGY

1. Secondary Data:
 Secondary data of the customer is available with the company and provided to us for
further sales process. The data is available for Personal Loan only. The data consists
of Customer ID, Customer Name, Mobile number, Loan Amount and offer followed
by Interest rate and tenure period.

2. Need Oriented Selling:

It is basically selling in which according to the customer needs we will sell them our
products and give them our services.

3. Tele-calling or Tele Marketing:

Tele calling is basically the major work we have to do, in which we have to call
customers and tell them about their offers. And if they are willing to buy it then
relationship manager will assist them and process it further.

4. Questionnaire:

So for our project purpose I have prepared a questionnaire which basically consists of
around 20 questions and the main purpose of the questionnaire is to know whether
customers are using HDFC Digital Services. The questionnaire basically focuses on
all the digital benefits they get from HDFC Bank.

5. Catchment Mining(Face to Face Selling):

Catchment Mining is an activity conducted in HDFC Bank in which employees have

to go to the field and tell about our products to customers directly which is basically
face to face selling. In catchment mining basically we will have to tell customers
about personal loan, business loan and benefits, to open current account and also to
know whether any employees required any saving account from our bank.
Sales Process:

LIMITATION OF THE STUDY:

1. Customer is highly sophisticated and risky to pitch.

2. Difficult to get information on some of the products as they do not share much of
their data on their website.

3. Lack of product understanding and knowledge.

4. Lack of customer digital footprint data availability.

5. In some cases because of some lack of data we have to assume data as per the
market trends so as we can’t get the actual output for research.

LEARNINGS

1. Team Collaboration:

As an intern I was exposed to team culture, it helped me how to be an active

member in the team. I also got exposure of different people. It also helped me to
contribute my best for mutual progress.
2. Corporate Culture:
 In today’s corporate world competition is too high. I was made aware of who
fits the best in to this corporate circle which is a valuable learning.

3. Working Under Pressure:

Product marketed has lot of competition but proper understanding of product

and the customer has made to pass on the product to customer within the specified
time. Subject level understanding of the product made my selling process easy and
flexible.
4. Understanding of Customers perception:

Customers differ from one to other. Proper Understandingi6-6-- and confident

explanation of the product made me to get the perspective of customers.
5. One failure Lead can teach you many Lessons:

This will be the most valuable lesson in my internship with HDFC. One failed
lead taught me a lesson how proactive and immediate a salesperson should be in
converting into sales when a potential lead presents itself.” Patience Marketing is
the key to boost sales in marketing field.”