The Hindu : Other States / Union Territories News : SBI initiative for customer satisfaction

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Monday, Sep 13, 2004

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Other States - Union Territories

SBI initiative for customer satisfaction

By Our Special Correspondent

CHANDIGARH, SEPT.12. The Chandigarh Circle of the State Bank of India, has rolled out another initiative under its Business Process Re-Engineering Project (BPR) by launching "Grahak Mitra" to attain higher level of customer satisfaction and "delight.''

Launching the "Grahak Mitra'' at the Bank's Panjab University Branch, A.D.Chaudhuri, Chief General Manager, Chandigarh Circle, disclosed that this step is the second in the series of initiatives undertaken by the SBI, Chandigarh under the BPR Project to project a new image.

He said that the Bank was committed to centralising certain processes for faster turn around time. Grahak Mitra' will help the walk-in customers to get better personal attention and response for their basic enquiries, facilitate their migration to alternate channels of delivery and will lead to increased focus on cross-selling. They will ensure migration of customers to automated/alternate channels like ATM, Cheque drop box, Internet Banking etc. thereby inducing the customers to go hi-tech. Grahak Mitra initiative will subsequently be launched at 8 other major branches of the Bank in Chandigarh before roll out at other major centres in the Circle.

Mr Chaudhuri disclosed that the Business Process Re-Engineering Project has been undertaken by SBI in order to simplify its business processes and to keep it in the forefront of customer-driven, fast changing Banking scenario of the country.

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