IDBI Bank plans to increase IT expenditure corpus to Rs 45 cr

Mumbai: In an attempt to embark on the IT bandwagon, with new initiatives including a centralised call centre, implementation of customer-relationship management and improving existing ATM networks, IDBI Bank is planning to raise its IT expenditure corpus to Rs 45 crore in the financial year 2003-04.

The bank had an outlay of Rs 25 crore for its IT and related expenses during the previous fiscal, which was utilised for providing value-added services to its customers.

Says IDBI Bank chief technology officer Neeraj Bhai: "The expenditure for IT will be increased as under our plans to set up a centralised call centre, implement CRM solutions and other IT initiatives including providing a 'single sign-up password' to customers."

The bank is planning to set up a larger call centre in Mumbai, which will integrate all its minor call centres, amounting to over 30, in this financial year. IDBI Bank is also planning to set up a smaller call centre in New Delhi to deal with the spillover from Mumbai, says Bhai.

The bank will also employ customer relationship management (CRM) solutions at these centres, which will help in providing value-added services to the company's customers. The bank is in talks with vendors of CRM solutions, he adds.

IDBI Bank will also increase its existing number of ATMs in India. At present the bank has around 250 ATMs, which will be increased depending on the demand, he sums up.