Annual Report Of Phygital Reach - Ujjivan Small Finance Bank

Phygital Reach

Reaching Farther, Serving Better

As one of the largest small finance banks in the country, we strive to offer financial means to remote, untapped potential, and bring unserved and under-served customers within the boundaries of formal banking.

Physical Presence

Expanding our Reach (Nos.)

575

Banking outlets

492

ATMs

Region-wise Gross Advances (%)

Region-wise Deposits (%)

Branch-wise Deposits (%)

Branch-wise Gross Advances (%)

Digital Presence

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

1.1 + LAKH*

Personal internet banking customers^

3,000 +

Business internet banking customers^

Mobile Banking Application

Available in 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 especially targeted to increase digital penetration among semi-literate customers

10.44 LAKHS*

Mobile banking application users^

3.8/5*

Rating on Google Playstore

Phone Banking

24x7 assisted banking services to customers in-house
Servicing customers in 9 languages in IVR (English, Hindi, Kannada, Tamil, Bengali, Malayalam, Marathi, Gujarati, and Punjabi) and additionally, 5 Languages through human interaction (Telugu, Odia, Assamese, Nepali, Bhojpuri)
Facilitates customisable client-centric approval matrix
Enhancements, introduction of straight-through process
Digitisation through IVR self-service option for customers

24X7

customer service even during pandemic situation

9.5 LAKHS

Customer calls answered during FY 2021-22

4 %

Increase in lead
generation y-o-y

*As of March 31, 2022 | ^ Inception till date

Expanding Transaction Touchpoints

ATMs and ACRs

We have significantly increased the number of touchpoints in terms of ATM and ACRs. The Bank currently has 438 ATMs and 54 Auto Cash Recyclers (ACRs) across India. Ujjivan SFB has remained at the top among all peer banks, in terms of volumes of ATM transactions, with a high ATM uptime of ~98%. We also provide multilingual screens, Braille keypads for visually challenged customers and also ramp facilities for the specially-abled people, another first among peer banks. ACRs deployed at the Bank’s branches account for ~40% of the deposit transactions at these branches, and ~80% of our customers use the ATM to withdraw cash.

Money Mitra (partner touch-points for collection)

Our phygital touchpoints like Money Mitra play a very crucial role in building both, trust and ease-of-use for the customers. Face-to-face interactions with these touch points help in brand building, fostering cross-selling and improving transaction efficiency. With over 200 Money Mitras deployed, the Bank is increasing its footprint across various geographies. FY 2021-22 was a pilot run for the Money Mitra functionaries, who demonstrated remarkable spirit and successfully served more than 2 Lakh customers, resulting in loan repayments of about ₹147 Crores.

Debit Card

Ujjivan SFB is the largest Debit Card issuer among its industry peers, with a card base of totalling 7 Million users. In FY 2021-22, debit cards contributed to over 30 Million transactions, which is 24% of the Bank’s total transactions, and the highest volume achieved since inception. This year, we have also made headway towards making our cards eligible for overseas transactions, and moved closer to becoming a Near Field Communication (NFC) Debit Card for contactless POS terminal transactions.