The State Bank of India (SBI) has adopted Customer Experience Excellence Programme (CEEP) to handle heavy rush of customers at its main branch in Srikakulam. Intelligent Queue Management System (IQMS) is part of the programme in which customers are given tokens and the numbers displayed on a screen.
‘Grahak Mitra’ at the reception will issue tokens based on the services required. Grahak Mitra will also ensure quick service to elderly persons, women and VIPs under the ‘Priority Customer’ category.
Additional seats have been arranged at the main branch for customers.
“Employees are being trained in handling the new system. They know the importance of technology and are able to provide services quickly,” SBI Regional Manager D. Raja Rama Mohana Rao said.
He added that additional facilities were being provided at ATM centres, which were being modified as e-Corners. Customers can update pass-books at e-Corners on their own without visiting the branch. Cash deposit machines have also been provided at e-Corners to avoid rush at branches.
SBI officials said the bank would soon install recyclers, which would enable customers to withdraw and deposit cash in a simple manner. “Every facility at the branch will be available at e-Corners in future,” Change Leader Mr. Sanyasi Rao said.
‘Grahak Mitra’ at the reception to issue tokens based on the services required
