Expanding ‘phygitally’

Focusing on omnichannel
delivery model

Keeping in mind the diversity in our customer base across super metros, urban, semi-urban and rural locations with respect to demographics, economic profile, lifestyle, banking habits and tech savviness, we offer our products and services through physical touchpoints as well as digital access and assisted tools. This allows us to serve our customers seamlessly and holistically, enhancing customer satisfaction and delight.

PHYSICAL REACH

We have established a well-entrenched contiguous distribution franchise with 61% of our branches in rural and semi-urban areas (Tier 2 to Tier 6). With deep penetration in our core states, we are continuously expanding our footprint in new states to establish a pan- India presence.

During FY 2019-20, we opened 33 new bank branches and 36 banking outlets across Delhi, Haryana, Punjab, Maharashtra, Madhya Pradesh and Rajasthan.


Branch distribution mix (%)

15%

Metropolitan

33%

Rural

24%

Urban

28%

Semi-Urban

Physical touchpoints

647#

Touchpoints

356*

Rural

# Including 88 Business Correspondents and 31 Asset Centers

* Including 42 ATMs under joint venture with TATA Indicash

DIGITAL REACH

Technology is playing a pivotal role in driving economic formalisation and financial inclusion, enabling us to deliver an increasingly wider array of banking and financial services to customers in the remotest corners. We have invested in the best available technologies to bridge any physical gap with our customers, without compromising on the ease of delivery, convenience and quality.


Internet Banking

We offer best-in-class retail and corporate internet banking services. Moreover, our mobile banking application provides safe and secure banking experience.

2,00,000+

Internet and mobile banking users

167% Y-o-Y

Growth in mobile and internet banking transactions

6,292

Average volume of mobile & internet banking transactions per day

Smart Banking - AU Abhi

We offer new-age instant Savings Bank Account. The AU Abhi Savings Account can be opened by just downloading the app and registering with Aadhaar number, PAN and other details. Once the account is opened, the customer can register for our mobile and internet banking facility.

6,524

Customers onboarded through AU Abhi in
FY 2019-20

Tablet Banking

We have witnessed strong growth in adoption of TAB-based account opening.

3,35,204

Savings Account opened through tab

Growing rollout of Point Of Sale (POS) machines
During FY 2019-20, we installed 4,589 POS machines, taking our total LIVE POS to 6,976.