Technology helps UCO Bank regain & retain its brand

Saroj Nayak, GM - IT, speaks about the direction and velocity of digital initiatives at the Kolkata headquartered PSU bank:

Mehul Dani: How has the digital strategy of the bank been implemented in the current FY?

Saroj Nayak: During the unprecedented era of the pandemic, which took almost the entire 2020 from us, we have been able to experience the strength of technology. It is established now, undoubtedly, that technology is the tool which can bridge the gap between demand and supply or to say between business and consumer. This is more pertinent in the case of service industry like banks.

We have strengthened our call center so that customers can reach us for any clarification/ enquiry. ‘UCO Sampark’ is the IVR-based phone banking solution which provides automated banking facility to the customers. For walk-in customers, we have introduced lead generation facility through miss call/ SMS / website during pandemic so that customers can submit their requests. Our call center executives in turn contact them and help them in onboarding.

We are proud to anchor the ‘PSB Alliance – Door Step Banking Project’, which was launched by the Finance Minister on 9 September. Through this we are providing array of banking services right at the doorstep of the customers, who can book it using mobile app/ DSB portal or call centre.

How have been usage patterns of apps, mobile & internet banking, digital payments at the bank?