2. Annual Report
  3. Annual Report 2020-21
  4. Geographic Spread

Geographic Spread

Well-diversified pan-India presence

We have deepened and widened our reach across India with focus on digital means.

Physical presence

Banking outlets

  States within branch network

Branch and ATM network

icon Banking outlets

icon ATMs

FY 2018-19

FY 2019-20

FY 2020-21

mtp

Gross advance

Region-wise
map
North

21.6%

map
South

32.6%

map
East

27.8%

map
West

18.0%

Branch-wise
Rural

6.8%

Semi - Urban

27.7%

Urban

34.0%

Metro

31.5%

Deposits

Region-wise
map
North

35.3%

map
South

27.0%

map
East

15.2%

map
West

22.5%

Branch-wise
Rural

2%

Semi - Urban

17%

Urban

38%

Metro

43%

Digital presence

img PERSONAL AND BUSINESS INTERNET BANKING

  • Web-based platform(s) that can be accessed from any system
  • Offers high-volume bulk upload facility
  • Facilitates customisable client-centric approval matrix

    • 80,028*

    Personal internet banking customers^

    2,108*

    Business internet banking customers^

    img MOBILE BANKING APPLICATION

  • Available on Android and iOS operating systems
  • Available in nine languages – English, Hindi, Kannada, Tamil, Bengali, Marathi, Gujarati, Punjabi and Odia
  • Working on voice- and video-enabled customer interfaces

    • 7.74Lakhs

    Mobile banking application users^

    4.4/5*

    Rating on Google Playstore – Highest among SFBs

    img PHONE BANKING

  • 24x7 assisted banking services to customers
  • Servicing customers in 9 languages in IVR (English, Hindi, Kannada, Tamil, Bengali, Malayalam, Marathi, Gujarati, and Punjabi) and additional 5 Languages through human interaction (Telugu, Odia, Assamese, Nepali, Bhojpuri)
  • Service and Sales Campaign Management for business enhancements
  • Introduction of straight through process
  • Digitisation through IVR self-service option for customers

    • 24X7

    Customer service even during pandemic situation

    10.81Lakhs

    Customer calls answered during FY 2020-21 (13% increase compared to FY 2019-20)

    60%

    Increase in lead generation y-o-y

    img WEB/ TABLET/ DIGITAL CHANNEL BASED ORIGINATION

  • Liability customer acquisition from anywhere using our website
  • Tablet-based customer acquisition for loan products
  • Chatbot Aria to improve user experience
  • Door-step service; faster, easier, better TAT

    • ~63%

    Retail customer liability accounts acquired on tablet and digital workflows in FY 2020-21

    100%

    MicroBanking customers and 17% retail banking customers acquired for loan on tablet and digital workflows in FY 2020-21

    *As of March 31, 2021 | ^ Inception till date