Social CRM makes the bank smarter
Banking Frontiers|September 2020
Social CRM makes the bank smarter
Kalyan Janata Sahakari Bank also leverages social media to reach potential customers and retain them:

Atul Khirwadkar believes that taking precautions against poor customer experience could be more impactful in the long-term

During covid period, Kalyan Janata Sahakari Bank has given advertisements about its digital platforms on social media frequently. It found that these advertisements as also the need for social distancing, have compelled most of its customers to adopt digital platforms for their transactions. Specifically, businessmen who are the bank’s customers as also regular customers have been increasingly taking advantage of this Bunch Note Accepting (BNA) machine. “As regards availability of digital platforms and usage during January-July are concerned, 14,819 transactions of retail and corporate banking have been done through internet banking,” says Atul Khirwadkar, CEO & GM of the bank. “Transactions through IMPS (17,7181), UPI (168,3799) and POS /NFS (518,517) have also been recorded,” says he.

During this period, the bank also recorded 290.000 transactions on ATM/ BNA. It had installed BNA machines in 2019-2020 for cash deposits.


Network Techlab is the main technology vendor for the bank. The firm provides network support and technology equipment support for OEMs. The bank has its own data center at Kalyan and disaster recovery site near Pune, both of which are managed by its internal team. Khirwadkar says the bank has a 3-tier network architecture, based on the latest technology. There are 22 staff members in the IT team of the bank.


The bank has started social media marketing sometime in 2014-15 using platforms like Facebook and Twitter. Khirwadkar explains that pushing services and products to prospective customers with the help of social media always gives a quick and direct response, which helps the bank to grow in the long run. “As we have been active on these platforms since the last 6 years, it has surely helped us to reach the potential customers and retain them and they can choose our wide range of products and services as per their needs,” he adds.

Since the last 2 years, the bank has been aggressive on these platforms in sharing information related to its products and service and unlike initial 3-4 years, it has reached out to people and positively impacted their thinking. “To be more specific, the number of people, who visited our web pages were more than 100,000 as of last financial year, for which we had budgeted up to ₹500,000. For the current financial year, we have enhanced this budget substantially,” says Khirwadkar.


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September 2020