IBM announced today that HDFC Bank Limited, the second largest private bank in India, has selected IBM for an industry-first information management software project designed to help HDFC rapidly enhance customer care and identify new business opportunities.

Using the new software developed by IBM Research Laboratory, India, the bank will be able to make full use of the customer feedback received from emails and phone calls from among its 535 branches in 300 cities. This feedback will be analyzed so business insight can be extracted, enabling the bank to better respond to customer complaints and suggestions spread across the company’s computer systems.

The IBM solution automatically correlates incoming information with existing customer data and other business intelligence sources, and provides insight into changing customer needs and banking trends.  This real-time analysis enables HDFC Bank to quickly respond to emerging customer demands, capitalize on unexpected opportunities, and deliver a higher-level of personalized service.

“Working with IBM has enabled us to unlock useful knowledge and derive tremendous value out of the customer information already being captured across our organization,” said C. N. Ram, head, information technology, HDFC Bank. “The ability to associate this information with emerging customer needs will help our bank deliver superior service to our more than 10 million customers and will be a massive competitive differentiator for us." 

Contd on page 2...