Shri M. Nagaraju, I.A.S., Hon’ble Secretary, Department of Financial Services (DFS), Ministry of Finance, Government of India, launched several customer-centric digital initiatives at the Central Office of Indian Overseas Bank (IOB) in Chennai on 11th July 2025.The event was held in the presence of Shri Ajay Kumar Srivastava, Managing Director & CEO of Indian Overseas Bank, along with the Bank’s Executive Directors and other senior officials.
The initiatives introduced underscore the Bank’s commitment to enhancing customer experience, promoting digital engagement, and fostering inclusive banking services across India.
Key initiatives launched include:
QR-based Real-Time Customer Feedback System:
A seamless and accessible platform for customers to instantly share their service experience. Senior officials are alerted in real-time on any adverse feedback to enable swift corrective action. An escalation matrix is in place to address low service ratings by branches or staff. The system is monitored centrally at the Customer Service Department at the Central Office. Positive feedback is also used to recognize and motivate employees who deliver exemplary service.
Re-KYC through Business Correspondents:
To make the Re-KYC process easier and more inclusive, IOB’s Business Correspondents will assist customers at their doorstep using Aadhaar-based biometric authentication. In addition to this, customers can also update their KYC through SMS, email, the bank’s website, and ATMs.
WhatsApp Banking:
A simplified and multilingual banking channel for customers to check balances, obtain mini statements, and locate bank branches through WhatsApp. Services are available in English, Hindi, Tamil, and other regional languages, thus promoting financial inclusion among rural and non-English-speaking populations.
Speaking at the launch, Shri M. Nagaraju, I.A.S., appreciated the introduction of WhatsApp banking, and Re-KYC through BC, noting that these initiatives will enhance customer service and overall performance of Indian Overseas Bank. He emphasised the importance of long-term planning. “The Bank must have a vision for 2047, aligned with India’s growth aspirations, to continue serving the evolving needs of its customers with innovation and integrity
Indian Overseas Bank continues to strengthen its digital footprint with a customer-first approach, contributing actively to the Government of India’s vision of a digitally empowered economy.
