SIP Final Report HDFC - 17BSP1749 (Ninad Sawant)

AUTHORISATION
I hereby declare that this Project report entitled “Digital

Scoping and Retention for Business Generation”
submitted in the partial fulfilment of the requirements of
PGPM Program of ICFAI Business School, Mumbai is
based on primary and secondary data gathered by me
through books, magazines, websites and conducting
research under the guidance of Mr. Neville Collaco and
Prof. Prakash Pandit
Place: Mumbai Ninad Sawant Date: 21.04.2018

17BSP1749
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HDFC Bank - We Understand Your World
ACKNOWLEDGEMENTS
“Too often we are so preoccupied with the destination, we forget the guiding
light.”
-Anon
I take this opportunity to extend my sincere thanks to HDFC BANK for

offering a unique platform to earn exposure and garner knowledge in the field
of Marketing Management.
I wish to extend my sincere and heartfelt gratitude to my company guide Mr.

Neville Collaco, who guided, supported and encouraged me during the entire
tenure of the project. I am able to say with conviction that I have immensely
benefited from auspicious and prestigious association as a summer intern with
HDFC Bank – Retail Branch Banking. I also thank Prof. Prakash Pandit,
my faculty guide, who inspired me by his discussions and showed me the right
course to pursue.
I also wish to thank all people in the Operation Department, Relationship

Management Department and Welcome Desk Department for their constant
support and help in accomplishing the objectives of the project. There are many
who I may have left out in the acknowledgement, but whose co-operation no
doubt went a long way in the project completion.
Ninad Sawant
17BSP1749
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TABLE OF CONTENTS
S. No. Subject Page No.
I. Authorisation 1
II. Acknowledgement 2
1. Abstract 5
2. Summary 6
3. Introduction 7
4. Types of Accounts 10
4a. Deposits 16
4b. Loans 18
4c. HDFC Cards 21
4d. Demat Services 25
4e. Investment 26
4f. Insurance 27
4g. Forex Services 28
5. Type of Banking offered in HDFC 29
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6. SWOT Analysis 33
7. Major Projects Undertaken 34
8. Learning and Experience 38
9. Conclusion 40
10. Results 41
11. References 42
12. Insights of HDFC Bank 43
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ABSTRACT
To seek an appointment and covert the customers with the help of

geomapping or detailed scoping of particular area near the branch location
which inturn help us to generate business leads and the methodology used
for generation of business leads, following are the methodologies used:
•Mapping the catchment areas both by Online and Offline ways and by
the means of data provided
•Call Conversion by Cold Calling
•Visiting and Scheduling an appointment with RM's or BM
•Market Interaction with the help of Probe42
•Brainstorming
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SUMMARY
Retail Banking is also known as “Customer Banking”, a visible face of

banking to the general public. HDFC Bank is a leading Indian Retail Bank who
serves two types of retail clients:
• Managed Customers
• Newly Retailed Customer (Also, known as Non - Managed Customers) Here,
the objective of the project is Acquisition of New Retail Clients which are
not banking with HDFC Bank. Hence, to fulfil this aspect and to contribute
in the expansion of the business, Catchment Analysis is being done. As we
know, Competition in Retail Banking has been a longstanding concern. Thus,
Catchment Analysis or Scoping of the nearby Branch areas became one of
the important things. So, the area is being marked from where we expect to
gather footfalls and run the business. Most widely used definition of various
catchment is primary, secondary and tertiary that attracts 75%, 20%, and 5%
of the total visitors respectively. We visit for calls to seek an appointment and
fix them for next business prospects. Along with that, we also generate new
leads for banking products
Now, to be more transparent in merchandising a data about any organization
which is being extracted from probe42, we filter out the company’s
confidential details such as compliance checks, Open Charges, Financial data,
Credit Score, Turnover and sum of charges that suffices to initiate the contacts
with clients and schedule meeting for the further business.
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INTRODUCTION
HDFC (Housing Development Financial Corporation) Bank Limited
is an Indian banking and financial services company headquartered in
Mumbai, Maharashtra. The bank was incorporated in August 1994 in the
name of 'HDFC Bank Limited', with its registered office in Mumbai, India.
It has 84,325 employees and has a presence in Bahrain, Hong Kong and
Dubai. HDFC Bank is India’s largest private sector lender by assets and
largest bank in India by market capitalization as of February 2016.The
Housing Development Finance Corporation Limited (HDFC) was
amongst the first to receive an ‘in principle’ approval from the Reserve
Bank of India (RBI) to set up a bank in the private sector.
HDFC Bank as a Promoter:
HDFC is India’s premier housing finance company and enjoys an

impeccable track record in India as well as in international markets. Since
its inception in 1977, the Corporation has maintained a consistent and
healthy growth in its operations to remain the market leader in mortgages.
HDFC has developed significant expertise in retail mortgage loans to
different market segments and has a large corporate client base for its
housing related credit facilities. With its experience in the financial
markets, strong market reputation, large shareholder base and unique
consumer franchise, HDFC was ideally positioned to promote a bank in
the Indian environment.
HDFC Focus - Mission and Vision:
HDFC Bank’s mission is to be a World Class Indian Bank & vision is to

build sound customer franchises across distinct businesses to be the
preferred provider of banking services for target retail and wholesale
customer segments, and to achieve healthy growth in profitability,
consistent with the bank’s risk. To be customer driven best managed
enterprise that enjoys market leadership in providing housing related
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finance. The bank is committed to maintain the highest level of ethical
standards, professional integrity, corporate governance and regulatory
compliance. HDFC Bank’s business philosophy is based on five core
values: Operational Excellence, Customer Focus, Product Leadership,
People and Sustainability.
HDFC Bank – Business Profile:
HDFC Bank caters to a wide range of banking services covering

commercial and investment banking on the wholesale side and
transactional / branch banking on the retail side. The bank has three key
business segments:
Wholesale Banking: The Bank’s target market is primarily large, bluechip

manufacturing companies in the Indian corporate sector and to a lesser
extent, small & mid-sized corporates and agri-based businesses.
Treasury: Within this business, the bank has three main product areas -
Foreign Exchange and Derivatives, Local Currency Money Market &
Debt Securities, and Equities. Also, responsible for managing the returns
and market risk on this investment portfolio.
Retail Banking: To provide its target market customers a full range of

financial products and banking services, giving the customer a one-stop
window for all his/her banking requirements
Innovative products and smart banking solutions make HDFC the banker of choice
for millions of users each day. With a nationwide network of branches, ATMs and
240,000+ merchants accepting HDFC Bank credit and debit cards, HDFC BANK
continue to redefine banking convenience.
Personal banking solutions from HDFC Bank offer smart features and benefits to
ensure that customer makes the most of relationship. HDFC BANK’s retail banking
products and services are designed to meet the end-to-end needs of all types of users.
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From zero balance Savings Accounts to customized salary Accounts, flexible home
and personal loans to 360 NRI Banking services, HDFC Bank is for everybody.
HDFC Bank is preferred because it offers the entire banking experience under one
roof. Amazing offers, customized solutions, minimum paperwork and quick
turnaround times are some of the hallmarks of HDFC Bank that has made it the
banker of choice in India.
The objective of the Retail Bank is to provide its target market customers a full range
of financial products and banking services, giving the customer a one-stop window
for all his/her banking requirements. The products are backed by world-class service
and delivered to customers through the growing branch network, as well as through
alternative delivery channels like ATMs, Phone Banking, Net Banking and Mobile
Banking.
HDFC Bank was the first bank in India to launch an International Debit Card in
association with VISA (VISA Electron) and issues the MasterCard Maestro debit
card as well. The Bank launched its credit card business in late 2001. By March
2015, the bank had a total card base of over 25 million. The Bank is also one of the
leading players in the "merchant acquiring" business with over 235,000 Point-ofsale
(POS) terminals for debit / credit cards acceptance at merchant establishments. The
Bank is well positioned as a leader in various net based B2C opportunities including
a wide range of internet banking services for Fixed Deposits, Loans, Bill Payments,
etc.
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TYPES OF ACCOUNTS
There are different types of Accounts present here in HDFC Bank i.e. Savings
Account, Current Account or any other type of bank Account that allows money to
be deposited and withdrawn by the Account holder. These transactions are recorded
on the bank's books, and the resulting balance is recorded as a liability for the bank
and represents the amount owed by the bank to the customer. The services that
HDFC bank offers under Accounts and deposits are as follows
1. Savings Account:
HDFC Bank has the right Savings Account for everyone! Choose from a wide
array of Savings Accounts to find one that matches your needs
In this facility customer can choose an amount above which all the money will
automatically go into fixed deposits. Customer can break the FD at any point.
In that case its sweep out facility and money will return in Account.
Types of Savings Accounts offered by HDFC are as follows
• Savings max Account
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HDFC Bank - We Understand Your World 0
(Save up to Rs. 6170* when you open a SavingsMax Account with HDFC Bank)
• Regular Saving Account
(Enjoy 24x7 access to your bank with a Regular Savings Account, that is designed
to meet your day to day banking needs)
• Women’s Saving Account
(A comprehensive solution to women’s banking, investment and lifestyle needs)
• Kids Advantage Account
(Save up for your child’s future while teaching them to manage money)
• Senior Citizens Account
(Avail banking, health and insurance benefits designed especially for senior
citizens)
• Family Savings group Account
(A complete banking solution with benefits for the whole family)
• Basic Savings bank deposit Account
(A zero-balance Savings Account to meet all your banking needs)
• Government/institutional Savings Account
(A zero-balance Savings Account for simplified transactions)
• BSBDA small Account
(A zero-balance Savings Account for all your banking needs)
• Government scheme beneficiary Savings Account
(The Government Scheme Beneficiary Savings Account Account offers a
zerobalance Account to beneficiaries of government schemes with facilities like
Rupay Premium debit card, Insurance, Higher Cash transaction limits & access to
our digital platforms)
In above explained Accounts each Account has differences and preferred by

different customers. Such as Savings max needs 25000 monthly average
balances whereas regular Savings Account only asks for 10000 monthly
average balances. But Savings max gives benefits also such as DD charges
are low unto a high DD limit. The kid advantage Account is specially designed
for kids only. As there is debit card for the Account which has lower limit.
Education covers are also available with Account. Women Savings Account
is specially designed for modern day women to help them in their day to day
life. And, there are Accounts for senior citizens Account, family Account.
Each comes with different advantages.
2. Salary Account:
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These Accounts are for corporate employees as well as government
employees which offer them wide range of benefits to enjoy. Salary Accounts
provide many perks to Account holders. These Accounts have different perks
for different salary Accounts. It depends on a person’s salary. With regular
Account one may not be able to get benefits of premium salary Accounts.
These Accounts are 0 balance Accounts. Perks include availing variety of
debit cards. If a customer is traveling foreign many times than the customer
go for suitable Card which will provide benefits such travel points, offers in
purchasing etc. there are different options available. Defense persons can go
for defense salary Account as it is designed for such individuals. Accounts
such as reimbursement Accounts gives options to manage reimbursements
and salary in different Accounts.
• Premium salary Account

(Free Zero Balance Account for family with same benefits)
• Regular salary Account
(Free RuPay Premium Debit Card with domestic shopping limit of ₹ 1.25 lakhs (at
merchant outlet & Online store) and ATM cash withdrawal limit of ₹ 25,000)
• Defense salary Account
(Get free customised defence Times Points Debit card for Officer Rank)
• Classic salary Account

(Free International Rewards Debit Card with domestic shopping limit of ₹ 2.75
lakhs and ATM cash withdrawal limit of ₹ 50,000)
(Free RuPay Debit Card for primary Accountholder, Free chequebook,
Free BillPay facility)
• Salary family Account
(Free Times Points Debit Card with domestic shopping limit of ₹ 2.75 lakhs and
ATM cash withdrawal limit of ₹ 1 lakh)
• Reimbursement Account
(Manage salary and reimbursement income separately, schoose which Account to
withdraw cash from at ATM, Use InstaAlert facility to get free mobile alerts)
3. Current Account:
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Current Accounts are for business and professionals both. These Accounts are
designed to help business in day to day work. A Current Account does not
have any limits on transactions in a day. Another feature is liquid funds, where
Account holder can issue checks against balance and use it when required.
HDFC bank has variety of options offering in Current Accounts. These
Accounts are all designed for individual needs. Each Account has different
eligibility and benefits attached to it such as limits and charges. These
Account options are as follows
• ULTIMA Current Account

(The ideal Current account option for businesses needing features beyond even the most
expansive product Currently being offered)
• Supreme Current Account
(Large traders operating across the country often grapple with high transaction costs.
This Current account can help reduce that, and also offer free access to one of the most
advanced and secure form of Net Banking and Mobile Banking services.)
• Apex Current Account
(Perfectly placed to meet the needs of fast growing, large business, this dynamic
Current account helps derive the most advantage from a number of value-added
features)
• Ezee Current Account
(Transaction costs can be a pressing issue for savvy traders operating across multiple
cities. This Current account option will not only help you reduce the same, but also
provide access to one of the most advanced and secure forms of Net Banking and
Mobile Banking services.)
• Max Current Account

(Large businesses operating across the country often require voluminous funds that are
easily available. This Current account option, addressing that need, offers a high,
dynamic cash deposit limit at any location)
• Agri Current Account
(Understanding the seasonal nature of business of agriculture-related industries, this
Current account offers several features that help ensure maximum returns.)
• Plus Current Account
(For businesses dealing with suppliers and customers from across the country, the cost
of transaction can become high. This Current account option offers higher limits for a
wide range of transactions, resulting in considerable cost Saving.)
• Current Account for hospitals and nursing homes
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(Understanding the requirements of Hospitals and Nursing Homes, this Current
account option offers amenities like higher cash deposit limits)
• Trade Current Account
(Even the shrewdest trader will often grapple with high transaction costs. With our
trade Current account, users will not only enjoy a reduced transaction cost, but also
benefit from one of the most advanced and secure forms of Net Banking and Mobile
Banking services.)
• Current Account for professionals
(Professionals from across industries often need quick access to funds in their line of
work. Offering the maximum value to be found, this Current account is ideally placed
for Doctors, Architects, Chartered Accountants, Cost Accountants and Company
Secretaries, among others.)
• Premium Current Accounts
(As a day-to-day Current account, this financial product offers both cost efficiency as
well as free access to one of the most advanced and secure forms of Net Banking and
Mobile Banking services)
• Merchant advantage plus Current Account
(Beneficial to large retail outlets, this Current account links cash deposit limits to
transaction volumes on card swipe machines, making this Current account
costeffective.)
• Regular Current Account
(Ideal low-cost account for businesses that operate in one city. With free access to one
of the most advanced and secure Net Banking and Mobile Banking services.)
• Merchant advantage Current Account
(Ideal Current account for retail outlets. Cash deposit limits are linked to transaction
volumes on card swipe machines, making this account cost effective.)
• Flexi Current Account
(Ideal for businesses with high seasonal requirement. This Current account offers
dynamic cash deposit limits to match business seasonality thereby reducing cost.)
• Institutional Current Account

(A Current account especially designed for Trusts, Associations, Societies, Clubs,
NonProfit Organizations and Government Departments.)
• Smart up solution for start ups
(A suitable choice of Current Account for your business and transaction needs)
• Ascent Current Account
(Multiplier benefits across all nature of transactions)
• RFC domestic Current Account
(Enjoy preferential conversion rates with the HDFC Bank RFC Domestic Current
Account)
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• Exchange Earners Foreign Currency (EEFC) Account
(Because foreign currency need not be restricted to immigrants only)
• E-comm Current Account
(This Account is specially designed to cater transaction banking needs for the
Customers operating in online market space.)
• Saksham Current Account
(Equipped with seamless transaction banking experience, Saksham Current Account is
designed to meet the business requirements of SME businesses enrolled as "Vendor"
for Government Organizations.)
These Accounts mainly differ on the balance that holder has to manage during
month or quarter, cash limits, checks par leaves. With increase in average
balance, limits and leaves go up. Also, rates will change with same. Big
business prefers to go for ultima as it gives higher limits as up to 200 lakhs
cash deposit is free per month and 1500 leaves check book is issued. These
two services are main reason for ultima. Small business may go for supreme
as it has lower AMB/AQB.
4. Rural Accounts:
These are the Accounts for rural banking to reach out farmers and rural
customers. These two Accounts helps farmers or rural area customers in
banking by keeping average balance required nil. Check books are
personalized and then issued. Credit cards are issued on lesser charges. Other
services such as net banking, phone banking etc. are available.
Following Accounts are available

• Kisan Club Saving Account
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5. Pension Account:
Pension Accounts are especially designed for retired customers. These

Accounts cater all needs of pension eligible clients. It is a zero balance
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Account and this Account can be transferred from one branch to another as
per required. This Account can be opened for individuals and 6 months prior
DEPOSITS
retirement it can be opened. International debit card is issued on thisAccount.
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Deposits are option where customer can deposit money and earn interest on
the amount.
HDFC has many options in deposits with vivid Interest Rates. It can be broken
prematurely but, in that case, interest will be given on the calculation. This is
good tax Saving option for professionals.
• Marginal Cost of Funds based Lending Rates (MCLR)

• Domestic, NRO, NRE and RFC Savings Rate
• Domestic / NRO and NRE Deposit Rates < 5 Cr
• Domestic / NRO and NRE Deposit Rates >=5 Cr
• Domestic Non-withdrawable Deposit rates >=5 Cr
• FCNR and RFC Deposit Rates
Another option available is Recurring deposit. In this deposit customer need

to deposit a fix amount after a fix period repetitively till the RD matures. This
option is better as it gives opportunity to save money every month and get
interest generated on the same.
• Recurring Deposit Rates (Resident and NRE Customers)
In these two options there are modified options available such as dream
deposit, 5-year tax Saving deposit. These options are especially designed for
customers who are looking for long term Savings.
Other Options are as follows
• Dream deposit
• Regular fixed deposit
• Recurring deposit
• 5 years tax Saving fixed deposit
• Overdraft against fixed deposit
• Sweep-in facility
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Safe deposit lockers:
HDFC provides locker facility in its branches in different sizes and

availability. The lockers also have the facility of nominee. If a customer wants
to surrender locker than letter signed by all holders is required. Exceptions are
handled based on each case. Lockers can be hired by individuals, limited
companies, associations and trusts.
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LOANS
Loans are facilities provided to customers for acquiring money from bank that
they may not have at the moment and customers are liable to pay this amount
back to bank with a certain interest associated with it. This money is off bank
which is given to customer. Customer may choose to pay all at once in certain
conditions but in most cases, money needs to be paid in intervals. The interest
associated with it will continue till full amount Accounting interest is paid. If
customer fails to pay this amount, there are charges associated with it and in
some cases, bank keep their property for these moments which can be used.
a. Personal Loan
Personal loans are unsecured ones. In most cases Personal loans are based on
the bank mini-statement of 3 months. When the Account is managed well than
loan amount can be good. This also differs on type of Account. Imperia or
preferred Account holders have more chances of getting higher amount of
loans as balance managed in these Accounts is higher.
b. Credit Card Loan:

Other option available is based on credit cards. In this case there is an amount
already approved by bank based on card management by customer. Which
can be credited to customers Account within 10 seconds and customer can
take this loan on net banking only. No documentation is required for such
loans.
c. Auto Loan:
There are vehicle loans such as car, two-wheeler etc. business loans are taken
by business Account holders. It is a great asset for business as HDFC gives
pre-approved business loans which help in working capital of a business.
Bigger amounts are also approved but require documentation and are affected
by different factors.
d. Home Loan:
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Home loans are subjected to land or house. Customers can go for home loans
if they are planning to buy or build house. These loans are subjected to
documentation, location of house, income state of customer. After all these
requirements are met, loan amount is decided based on all conditions. If
issued, then loan can be disbursed in one time or in intervals as per
requirement.
e. Gold Loan:
In gold loan customer takes loan against gold. The bank approves the loan
with certain interest associated with it. Customer is liable to pay interest
associated with loan. If customer fails than bank has rights to use gold
provided against loan.
f. Education Loan:
Education loans are for students. These are loans are subjected to amount
required and institute. For management student’s amounts are higher same as
students going to foreign countries as institutional fee and living cost is higher
as well as good return is expected from these students. Education loans have
higher rates if the institution is not performing well. It also depends on the
person who is ready to be nominee if loan is not paid. if loan is not paid in
given time than bank may stop student from getting degree or may contact
company directly and have pay cut to pay off loans.
HDFC Credila – Loan Taken for Higher Education especially for abroad
studies
There are more options such as rural loans, loans against assets, government
sponsored programs. Rural loans are for farmers or people living in rural area.
These loans are given on lesser rates and amounts are normally lower than
other loans.
Loan against assets is basically for business or professionals. These kinds of

loans require security. Security can be against assets that accompany or person
has to offer. There are also government sponsored programs for eligible
candidates can apply and avail the loan.
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The different kind of loans offered is as follows
• Personal loan
• Car loan
• Business loan
• Home loan
• Two-wheeler loan
• Loan for professionals
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• Gold loan
• Loan Against Property (LAP)
• Educational loans
• Government sponsored programs
• Rural loans
• Smartdraft – overdraft against salary
• Loans against assets
• Consumer durable loans
• Loan Against Securities (LAS)
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HDFC Cards
HDFC offers variety of cards to help customers in having all the benefits. These
cards include debit card, credit cards and prepaid cards. List of the cards is as
follows
1. Credit cards: -
Credit cards are given to customers based on their Account statement and
salary. These cards have pre-specified limits based on type of the card. This
money is of bank and needed to be returned in given time period or charges
may apply to holder. There is 45-day period given to customer to pay back the
money that was used. If customer fails than there are charges associated with
it. Customer can only apply for card if the salary is above 14500/- or the
customer has bank Account from a long time. Based on how the Account was
managed credit card may be used. After a customer has already got a card and
used it for a longer time, customer can choose to upgrade card. With upgrade
come higher limits. HDFC credit cards are lifetime free if a customer makes
4 transactions in a year without irrespective of amount. Another good feature
of credit card is that HDFC provides 10 second pre-approved loans on credit
cards. Customer can check on net banking if an offer is available and can
apply. This amount will be credited to customer’s Account within 10 seconds.
On the use of credit card, customers earn reward points which can be used by
redeeming the points through net banking.
All cards have different limits and benefits. Each card is unique in a way such
as some cards may be helpful for those who love traveling, other cards may
offer great deals on restaurants or shopping etc. depending on needs and
eligibility, customer can choose a card of his choice. Special cards like
jetprivilege card offer great deals. Jetprivilege card gives rewards and offers
on booking flights from jet. Other cards like infinia are for high spending
customers. These cards have minimum limit of 10lac. These cards are great
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asset while traveling as well as in daily needs but availing this card needs
Account that may have that kind of transactions to fall into eligibility criteria.
These cards are great deal for both customers as well as HDFC. HDFC is
getting a customer base by targeting customers of another company by making
it profitable for both. Customers are getting good deals on these cards so it’s
beneficial for customer as well.
Card option available is as follows: -
• Infinia
• Regalia
• Diners Club Black
• Jet Privilege HDFC Bank Diners Club Credit Card
• Jet Privilege HDFC Bank Signature
• Maruti Suzuki NEXA HDFC bank AllMiles
• Titanium Times Card
• Snapdeal HDFC Card
• Doctors Superia
• Teachers platinum
• Solitaire
• Professional Card
• Regalia first
a. Dinners club premium
b. Dinners club rewards
c. Platinum plus
d. Business money back
e. Business regalia
f. Corporate platinum
g. Corporate card
h. Freedom
i. Bharat
2. Debit cards: -
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Debit card is customer’s money. Debit card is directly connected to
customer’s Account. Whatever amount is in Account is also in debit card and
customer is entitled to use this amount on his choice. HDFC has variety of
debit cards to offer. Each card is unique as every card has different features
and benefits. A free accidental cover is also provided as an additional feature
of this card. Easy shop cards are made especially for those who are regular
shoppers. These cards have limits on daily shopping, but these limits get
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upgraded as customer upgrades card. These cards have good offers on
shopping and extra benefits like accidental covers.
• Times points
• Easyshop platinum
• JetPrivilege HDFC bank signature
• HDFC bank rewards
• Easyshop titanium
• Easyshop
• Easyshop women advantage
• Easyshop NRO
• Easyshop imperia platinum chip debit card
• Easyshop gold
• Rupay premium
• Easyshop rupay NRO
3. Prepaid Cards: -
Prepaid cards need to be loaded with money. These cards don’t have any
money from bank Account or pre-specified amount. To use these cards
customer needs to load money first. The amount of money loaded in the card
will be given as limit to use for customer. Customer can use these cards for
traveling abroad, food, gifts etc. In forex cards money can be loaded in
different currency. This card is good for customers traveling to abroad. This
provides them option to use easily. This money can also be sent back to bank.
Other cards such as food plus, money plus, gift plus, Apolo medical benefit
card are for special use. Food plus card gives option to customers for having
food at selected restaurants with great offers.
• Regalia forex plus card

• Multicurrency platinum forex plus chip card
• ISIC student forex plus card
• Hajj umrah card
• Forex plus card
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• Forex plus chip card
• Forex plus platinum card
• Gift plus card
• Food plus card
• Money plus card
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• Apolo medical benefit card
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DEMAT SERVICES
HDFC provides Demat services through Demat Account. The Demat Account
helps customer in keeping track of investments. HDFC Demat Account is free to
open. And also 1-year waiver is given to customers for AMC. The investments
through this Account can be done in equity, mutual fund, initial public offering
(IPO), exchange traded funds, index and gold, bonds, non-convertible
debentures. With Demat Account HDFC provides other options also such as
Demat and trading Account together so customer can invest in securities.
Customer can also go for 3 in 1, in this customer gets Saving Account plus Demat
Account plus trading Account. All Accounts in one place to make it easier to
manage for customer.
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INVESTMENT
As explained above HDFC provides good opportunities for investment with
assistance. It gives you opportunities to invest in mutual funds, equities, bonds
etc. HDFC assists customers in understanding all these things. Based on
customer’s investment objective customer is given accurate risk profile and
options from which customer can decide to go for any. Customer will have access
to portfolio tracker, investment advisory reports and complementary subscription
to exclusive investment. Real time movement can be tracked by customer. Other
opportunities include investment in bonds, gold and silver etc.
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INSURANCE
Protecting your assets, health and life in today's capricious times is a priority on
everyone's list. HDFC's vision to protect, support and preserve helps creates a
world-class portfolio of insurance policies and services that not only safeguard
customer’s interest, but grant customers complete peace of mind. HDFC has
ranging options in insurances. Life insurance is for a person not for an object or
things. Life insurance includes insurance policies for pensions, term insurance,
endowment, life coverage and accidental deaths. Premiums are affordable.
Customer can choose premium of his choice. Health and accidental insurance
include policies for protection against personal accident, clinical illness and
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hospitalization. Insurance plans are flexible to cover hospital expenses and other
medical expenses. It also covers expenses post hospitalization. Services post
buying are good to support customers. Motor insurance is available for all
commercial and personal vehicles. These insurances provide customers with
opportunity to claim cashless service at 3400+ garages. Coverage available in
motor insurance are personal accident cover for owner and driver, third party
liability, and protection against loss or damage of vehicle due to accident, theft,
terrorism, riots, strikes, malicious acts, etc. HDFC ergo has been recognized as
one of the fastest claim settling insurance company. Other options available are
travel insurance and home insurance. Travel protects traveling. It may be luggage,
health or environmental challenges.
• Life insurance
• Health and Accident insurance
• Motor insurance
• Two-wheeler insurance
• Travel insurance
• Home insurance
FOREX SERVICES
Forex is a service especially designed for customers traveling to abroad. Forex helps
in handling money exchange and remittance. Customers can load Indian rupees in
forex and can convert it to any of 20 currencies available or any other of 20 currencies
available can be converted to Indian rupee. Exchange rate applied will be Current
rate and it will stay with the amount exchanged even if on changing again the rate is
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different. Remittance can be done in 22 currencies. Demand drafts are available in
10 currencies and cheque collection can be done in 22 currencies.
TYPES OF BANKING
PREMIUM BANKING: -
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HDFC provides special options for premium banking. Basically, premium banking
is divided between four parts. These four parts are prime banking, classic banking,
preferred banking and imperia banking. Highest services are in imperia banking after
comes preferred banking. After preferred banking comes classical banking and prime
banking. Every premium banking has eligibility criteria and services different than
each other.
Prime Banking:
Prime membership is the lowest in terms of Account money managed. Every person
who doesn’t fall in any other category falls in prime. Prime customers gets banker
who handles and takes care of their Accounting and helps in managing investments.
Being a prime customer entitles to different benefits that are specified at the time for
prime customers.
Classical Banking:
To be a classical banking customer, one must manage minimum monthly balance of
1 lac or above in Savings Account or minimum monthly balance of 5lac combined
in Savings and fixed deposit. If a customer clears this criterion, customer will be
assigned a personal banker. Personal banker will help customer in managing Account
and finding new investment opportunities. Classical customer also gets other benefits
such as platinum chip debit card, combined monthly smart statement, e newsletter
etc.
Preferred Banking:
To get benefits of preferred banking customer must have a minimum monthly balance
of 2 lac or above in Savings Account or a minimum average quarterly balance of 5
lac or above in Current Account or a minimum monthly average balance of 15 lac
combined in Current Account, Savings Account and fixed deposit. After a customer
clears this criterion, relationship manager will be issued to customer. Relationship
manager will help in managing Account and investment. Overall management will
be done by relationship manager. Customer will also get other benefits such as family
benefits, loans, new services etc.
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Imperia Banking:
To avail benefits of imperia banking customer must have a minimum monthly
balance of 10 lac or above in Savings Account or average quarterly balance of 15
lac in Current Account or a minimum average monthly balance of 30 lac or above in
combined Savings Account and fixed deposit. After customer clears this criterion,
imperia relationship manager will be assigned to client. Imperia relationship
managers are experienced managers in customer relations. Customer also gets other
benefits also such as merchant point of sale, e-net, premium credit cards, trade
services etc.
PRIVATE BANKING:
HDFC bank was awarded number one in private banking services. As explained
above clients get relationship managers to help in managing Account and
investment. Every transaction is being monitored by these professionals and if
anything goes wrong in this case than is reported to customer. Relationship managers
also advice investment and advice is not biased as goal of relationship manager is to
maximize profit for customer. Not only this but in imperia and preferred banking
also customers get personalized plans for investment. HDFC has taken private
banking to success.
ONLINE BANKING
Financial liberalization and technology revolution have allowed the developments

of new and more efficient delivery and processing channels as well as more
innovative products and services in banking industry. Banking institutions are facing
competition not only from each other but also from non-bank financial
intermediaries as well as from alternative sources of financing.
Also, the growing and changing needs and expectations of consumers in tandem with
increased education levels and growing wealth. Consumers are becoming
increasingly discerning and have become more involved in their financial decisions.
For many consumers, electronic banking means 24-hour access to cash through an
automated teller machine (ATM) or Direct Deposit of paychecks into checking or
Savings Accounts. But electronic banking involves many different types of
transactions.
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Importance of Net banking
• Activity Review
• Productivity
• Convenience
• Mobility
• No Fees
• Online Statements
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SWOT ANALYSIS
STRENGTHS WEAKNESS
• 2nd Largest Private Sector bank • Low Presence in Rural Areas as in
Retail Branch Banking compared to most of its top
• Approx. 4500+ Branches and competitors
12000 ATMs across country • Heavy Focus on Mid-Level and
• Stands next to ICICI Bank in High-Level Clients
Aggressive Marketing Strategies • Not all the verticals of the bank
• Employee Friendly organization are performing successfully as
compared to other competitors • Slow Paperwork Process
• Customer Friendly Approach • Low in Lobby Management
• Adoption of Latest Technology for Bank Software’s and Net Banking
Facilities
• Assigning a specific
Relationship Manager for each type
of banking relation
• Mobile Banking, Online
Banking Application like PayZapp,
Chiller have boosted
the operations of Bank
OPPORTUNITIES THREATS
• Scope in Rural Market
• Steady Customer Oriented • Major Competitor threats are
Approach ICICI Bank, Axis Bank, SBI
• Focus on Lobby Management • Increasing NBFCs and New
to handle walk-in’s, hence the age banks
NonManaged Customers • Attractive Interest Rates
• Greater scope for acquisitions provided by PSU Banks in
and strategic alliances due to comparisons to Private
strong financial position • Shifting consumer base from
• Go Digital private players to PSU due to
modernization of PSUs
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INSIGHTS OF WORK ASSIGNED
Product Penetration
We were assigned or allotted in a Retail Branch Banking Group where we have to
first find the customer base and understand it well. After the customer base is
understood well second step is to use this understanding and make segments based
on different criteria to make it easy to find appropriate business. These segments can
be based on different criteria such as retailers, restaurants, small business,
entertainment, food and beverages, supermarkets etc. This data is to be used later for
business so segmentation should be in such a way that it will easy to understand for
other users. Penetration is the activity or fact of increasing the market share of an
existing product, or promoting a new product, through strategies such as bundling,
advertising, lower prices, or volume discounts. After the data was collected,
segmentation was done on the data depending on different factors as explained
above. Second part was to start penetrating existing market through this data. Since
the data included all details such as sum of charges of a company, address, directors
name etc. we were required to target these customers depending on the data that was
segmented. Segmented data was there to help us make different strategies for
different customer bases depending on each segment. Idea was to pitch the products
that may be required by the company or customer falling in particular segment. Such
as for the restaurant segment most important thing was selling point of sale
machines. As restaurants and retail stores have a lot of swiping on usual days getting
best rate was important so going with a good offer in that product would make the
potential customer interested so we have better chances of starting a relationship
with them. If the customer is newly established company than first requirement
would be pitching Account that would best fit their requirement. If we are successful
at getting Account than whole banking of the company can be shifted to our branch
or bank. This is how we were to suppose complete our project using the knowledge
gained by studying in institution.
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Establishing a Strong Digital Footprint
We were supposed to create awareness about going digital. So, it was necessary for
HDFC to go Digital as all other banks were pushing towards digitalization just to
save time of customer, extra hustle for bank, requires less manpower.
Now, If the customer was already using than why not try other digital products as
HDFC provides many options. So, we used to offer customer about the other
products such as PayZapp which a banking application which allows customers to
send money, book tickets and cabs, buy groceries etc.
If the customer is not using the digital platforms, then there is a probability of getting
them converted to Digital. Even there are no charges for using online platforms to
make transfers. This the way how we proceed to aware customer and it helps in
creating curiosity in customer mind. As, if customer starts using net banking for
small works like transfers, statements, new debit card etc. than it will be time Saving
as well as cost Saving for customer. If footfall is lesser than bank can use lesser work
force and may not require physical activities as much which will be good from bank
point of view.
Going Digital will also add a benefit to all bankers to attend the non-managed
customers and also reduces customer grievances as everything was clearly
manageable online.
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OBJECTIVE
To seek an appointment and convert the customers with the help of geo-mapping or
detailed scoping of particular area near the branch location which in turn help us to
generate Business Leads.
METHODOLOGY
For generation of business leads, following are the methodologies used:
•Mapping the catchment areas both by Online and Offline ways and by the means of
data provided
•Call Conversion by Cold Calling
•Visiting and Scheduling an appointment with RM's or BM
•Market Interaction and Market Survey
LIMITATIONS
• Client Hesitance to disclose the complete information,
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• Catchment area has basically more of corporate's. Hence, footfall is
comparatively low,
• Client Confidentiality Information is not provided to people who are external
to bank,
• Client Unavailability (Usually, HNI - High Net worth Individual or HNW -
High Net worth),
• Some information is not updated in the system at branch level, • No technical
access for project related collection of data and
• Data is not precise at client's end.
MAJOR ROLE: MASTER INITIATIVES

Probe42 is a web-based platform contains bank financial based data owned by HDFC
bank at a certain amount. It contains data related to registered firms, Active, strike
off, Dormant, listed, not listed company’s details. These companies are segmented
into various sectors such as Hospital, Clinic, Hotels, Commercial Building, Clubs,
Pubs, Schools, and many more. This web platform data can be collected in more
arranged manner. Here, we have to look up for a particular data required for business
banking. These data collected from Probe42 can be of Sum of charges, Financial
Balance Sheet of the company, Authorized Capital, Paid Up Capital, Credit Rating
and Many More. This platform also serves CIN, PAN numbers of Company as well
as Directors Details including PAN data and all the other companies they are relate
too. Each business requires different products and pitching the right product with
right offer is important. Yes, this is called Calling and Cold calling is done at very
first door step.
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(PROBE42) (GEO-MAPPING)
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LEARNING
As they say, “Learning is Important”. These 3 months or rather 12-14 weeks was a
great experience to me. Learning was beyond my theoretical knowledge. Actual field
and the market position got to know. Following sectors or department people in my
branch – Express Tower, Nariman Point always enlighten me in below mentioned
areas:
Operations
Bank operation is the largest and vital part of the bank. Internal operations are how
carefully operated by Branch Operation Managers (Sunil Coutinho – in my Express
Tower Branch). It is important to understand the operations to avoid getting confused
in paper work or at least one should know whom to approach. This way resolving all
the queries become easy as one only needs to redirect customer to concerned person
related to query. But sometimes we have to face difficult issues as well where it is
hard to deal with customers and make them understand.
Incidence: A customer walks in into our branch and wasn’t happy with our services.
So, he was very furious about our working process and started asking me questions
related to some forex services which I wasn’t aware, so here I understood the basic
title of the issue and handed him to the respective forex concern person to get his
issue resolve.
Customer Relationship Management (CRM)

Managing successful relations with customers is main part of being a relationship
manager. Customer Relationship Management is an approach to manage a
company’s interaction with current and potential customers. It all about the
customers’ history with a company to improve business relationships with
customers, specifically focusing on customer retention and ultimately driving sales
growth. Making good relations with work employees is also important as banking
work requires one to get help from many other employees.
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Incidence: Here is a screenshot of a client who was facing an issue regarding change
of address in demat account. Got resolved by me and he invites me for lunch with
him shows customer satisfaction.
On-Field Experience
As being a fresher in banking sector, it wasn’t so easy to visit clients directly as I

was not giving any Id of HDFC nor any idea about all products of HDFC. But after
one or two visits with Relationship Managers had enabled a great learning. Learning
came in terms of how to interact with customers, how to manage yourself, how to
pitch about product, how to identify right customer etc. all this knowledge will be
useful as I was able to put my knowledge gained through college into action.
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CONCLUSION
The responsiveness, assurance and reliability are the critical dimensions
of service quality of HDFC Bank and they are directly related to overall
service quality. The factors that may delight customers tend to be
concerned more with the intangible nature of the service, commitment,
attentiveness, friendliness, care and courtesy. Thus, HDFC Bank being a
Banking organization in nature had been a fruitful experience for me
which in turn will lead for professionalism in the organization.
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RESULTS
RESULTS GENERATED IN SUMMER INTERNSHIP PROGRAM
Master Initiatives Data Data Collected

Probe42 293
Non-Probe42 49
Total 342
Number of Companies Visited In Numbers
Probe42 107
Geo Mapping 16
Lead Generated In Numbers
LAP 4
FD 1
CA 2
SA 0
PL 1
Credit Card 2
Re-KYC 2
Salary Account (As a Whole corporate) 1
Mutual Funds 1
NetBanking 3
Home Loan 1
Auto Loan 1
Documents Collected In Numbers
LAP 2
FD 1
CA 2
PL 1
Lead Conversion In Numbers
CA 1
Credit Card 1
NetBanking 3
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Customer Services Managed
Customer Grievences 2- Resolved
Customer Delightment 2- Satisfied & Happy
REFERENCES
Following are the References which help me in completion of the report:

• https://www.hdfcbank.com/
• https://en.wikipedia.org/wiki/HDFC_Bank
• https://www.facebook.com/HDFC.bank/
• https://play.google.com/store/apps/details?id=com.snapwork.hdfc&hl=
en
Other Websites:
• https://probe42.in/#/login
• https://economictimes.indiatimes.com
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INSIGHTS OF HDFC BANK: Express Tower, Nariman Point
Left: Operation Dept.

Centre: Teller/Cash Counter
Right: Branch and Relationship Manager
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(Express Tower, Nariman Point)
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SIP Final Report HDFC - 17BSP1749 (Ninad Sawant)

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SIP Final Report HDFC - 17BSP1749 (Ninad Sawant)

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AUTHORISATION

I hereby declare that this Project report entitled “Digital

Place: Mumbai Ninad Sawant Date: 21.04.2018

I take this opportunity to extend my sincere thanks to HDFC BANK for

I wish to extend my sincere and heartfelt gratitude to my company guide Mr.

I also wish to thank all people in the Operation Department, Relationship

S. No. Subject Page No.

4c. HDFC Cards 21

4d. Demat Services 25

4g. Forex Services 28

5. Type of Banking offered in HDFC 29

7. Major Projects Undertaken 34

8. Learning and Experience 38

12. Insights of HDFC Bank 43

To seek an appointment and covert the customers with the help of

Retail Banking is also known as “Customer Banking”, a visible face of

HDFC Bank as a Promoter:

HDFC is India’s premier housing finance company and enjoys an

HDFC Focus - Mission and Vision:

HDFC Bank’s mission is to be a World Class Indian Bank & vision is to

HDFC Bank – Business Profile:

HDFC Bank caters to a wide range of banking services covering

Wholesale Banking: The Bank’s target market is primarily large, bluechip

Retail Banking: To provide its target market customers a full range of

Types of Savings Accounts offered by HDFC are as follows

• Savings max Account

In above explained Accounts each Account has differences and preferred by

• Premium salary Account

• Classic salary Account

• ULTIMA Current Account

• Max Current Account

• Institutional Current Account

• Basic Savings bank deposit Account

Pension Accounts are especially designed for retired customers. These

• Marginal Cost of Funds based Lending Rates (MCLR)

Another option available is Recurring deposit. In this deposit customer need

• Recurring Deposit Rates (Resident and NRE Customers)

Other Options are as follows

HDFC provides locker facility in its branches in different sizes and

b. Credit Card Loan:

Loan against assets is basically for business or professionals. These kinds of

Card option available is as follows: -

• Regalia forex plus card

Financial liberalization and technology revolution have allowed the developments

MAJOR ROLE: MASTER INITIATIVES

Customer Relationship Management (CRM)

As being a fresher in banking sector, it wasn’t so easy to visit clients directly as I

Master Initiatives Data Data Collected

Following are the References which help me in completion of the report:

Left: Operation Dept.

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