HDFC’s

Customer
Touchpoints

This Photo by Unknown Author is licensed under CC BY-SA-NC

 • Abdul Khader Ibrahim Shafeeh :
215120002
• Abhishek Raj : 215120004
GROUP – 2 • Abinash Mahapatra : 215120007
• Amey Katpelwar : 215120016
• Arpit Gupta : 215120021
• Samit Das : 215120086
• Shivani Bhardwaj : 215120090
 • HDFC or Housing Development Finance
Corporation Limited, was established in the year
1994, as a part of the liberalization of the Indian
Banking Industry by Reserve Bank of India.
• It was one of the first banks to receive an ‘in
principle’ approval from RBI for setting up a bank
in the private banking sector.
Background • The bank was incorporated with the name, HDFC
Bank Limited, with its registered office in Mumbai.
The following year, it started its operations as
Scheduled Commercial Bank.
• Today, the bank boasts of as many as 1412
branches, and over 3500 ATMs across India.
• In its objective of providing customer satisfaction,
HDFC Bank is committed to provide retail and
corporate to customers across locations. Its
philosophy is based on customer centric, operational
excellence, product leadership, and human values.
 • Personal Banking: Personal depository services of
HDFC Bank comprises of savings accounts, current
accounts, term deposits accounts, and demat
accounts.

Products & • Wholesale Banking: Wholesale banking facilities

offered by HDFC includes bill discounting, letter of
credit, bank guarantees, working capital finance, and
Services of HDFC export credit.

Bank • NRI Banking: Foreign exchange transfers, Non-

Resident Ordinary (NRO) and Non-Resident External
(NRE) fixed deposits, and mutual funds are certain
Non-Resident Indian (NRI) banking services
provided by HDFC Bank.
HDFC’s Customer
Touchpoints
 • As a leader in digital innovation, HDFC Bank is
always adopting unique ways and means to leverage
digital platforms.
• To that end, HDFC Bank - along with its Social Media
Promotional and Digital Creative Agency, Kinnect - executed
Diwali 2019’s most clever campaign yet, a first-of-its-
Campaign and kind in the industry and highly personalised and
contextual to the relevant audience.
Publicity of HDFC • With the ‘Make Every #WishComeTrue with
#HDFCBankFestiveTreats’ campaign, the brand
Bank: capitalized on influencer ads of every other brand out
there. Almost every influencer ad on Instagram stories
was followed with an HDFC Bank story of how to buy
that product with an HDFC Bank offer.
 • HDFC Bank has entered into a strategic partnership with
Adobe in a bid to enhance the digital experience journey
of its customers.
• Powered by Adobe Experience Cloud solutions, this
alliance will help HDFC Bank to deliver personalised
digital experiences at anytime and anywhere to its
existing as well as new customers.
• The association with Adobe comes at a time when
digital has become an all-important bridge between
Channel Partners: customers and businesses.
• The pandemic and lockdown have given further impetus
on their efforts to leverage digital platforms to offer a
personalised experience to their customers.
• This partnership will enable them to add the next level
of personalisation of services and complement their
efforts to create a customer-centric bank backed by
cutting edge technology.
 • HDFC Bank has designed and implemented various
policies viz. Cheque Collection Policy, Customer
Compensation Policy, Comprehensive Deposit
Policy, Grievance Redressal Policy, Policy on
Collection of Dues and Repossession of Security,
Customer Rights Policy, Customer Protection Policy
etc.
HDFC’s • These policies detail the guidelines for dealing with
the customer service requirements under relevant
Employees and situations and towards ensuring fair treatment to
customers in all dealings or interaction with the
Management: Bank.
• The referred policies will be reviewed periodically
and updated. The Bank will ensure that these
policies are further detailed in the form of
operational guidelines or procedures as applicable
and those are widely communicated to all customer
facing and other staff to facilitate superior service to
customers.
 • With an evolution of technologies,
ChatBots are helping transform the
traditional banking experience.
• The numerous ways in which ChatBots are
redefining HDFC banking experience are:
1. Customer queries: with the introduction of
ChatBots, the first thing that the customer sees
Digital is a popup asking the customer what he needs.
By typing in a few words or clicking a few
Interactions options, the customer is navigated to the right
page with the information that he requires.
(ChatBots): 2. Payments: HDFC Bank’s OnChat works on
Facebook Messenger to help with all sorts of
bill payments.
3. Application for selected financial products:
HDFC Bank OnChat allows you to easily
apply for selected loan, insurance and even
Credit Cards, directly from the messenger
platform through simple instructions.
 • Digitization is a strategic focus area for HDFC Bank,
and an important marker of its performance. Since
inception, they have led the digital transformation of the
Indian financial services sector and continue to invest in
Digitization (Web technologies to improve customer experience and
enhance efficiencies. This is changing the paradigm by

and Mobile redefining financial services and designing products

and services by always keeping the customer at the
center.
Application) of • HDFC Bank made a shift from just digitizing products

HDFC: to elevating experience digitally through customer-

centric journeys. They now offer our customers
This Photo by Unknown Author is licensed under CC BY operational bank accounts within minutes, at their
convenience where they can fund them instantly and
start transacting straightaway.
• Their in-house digital studio, a ‘Centre of Excellence’
aims to institutionalise human-centric design thinking
across all their digital initiatives and synchronise their
offerings.
 • The bank has built a reputation for its
sustainable livelihood initiative by introducing
smaller loans via its bank branches.
• Trust is an important key driver of brand value,
with its impact on corporate performance a key
theme was BrandZ ranking. This is exemplified
by HDFC Bank, which continued to build trust
Conclusion by clearly communicating the benefits of its
products to consumers and delivering
differentiated financial services offerings
consistently and repeatedly.
• HDFC Bank reimagining banking with Artificial
Intelligence (AI). Their vision is to make the
bank a digital-first bank where every customer
journey across touchpoints is seamless,
contextual, predictive, and frictionless.