🏦 Customer Challenge
A leading Indian bank issued passbooks and account statements for all CASA (Current Account and Savings
Account) and Recurring Deposit (RD) accounts exclusively in English.
However, a significant proportion of customers preferred interacting in regional languages. The absence of
vernacular support made it difficult for many customers to understand account transactions and reduced overall
service satisfaction.
In addition, the bank sought to strengthen financial inclusion initiatives and align with evolving regulatory
expectations around regional language accessibility.
The challenge was compounded by the fact that the existing Core Banking System (CBS) did not natively support
multilingual passbook printing.
📌 Business Requirements
- Enable passbook printing in multiple approved regional languages
- Preserve existing CBS operations and workflows
- Avoid extensive changes to the Core Banking System
- Ensure consistent language selection across future passbook prints
- Minimize operational complexity and risk
- Improve customer understanding and service quality
🏆 Business Outcomes
- Controlled selection of the customer's preferred language during passbook issuance
- Storage of the selected language to ensure consistency across future passbook printing
- Reduced manual translation costs and turnaround time
- Automatic generation of passbook content in approved regional languages
- Prevention of unauthorized or accidental language changes
- Seamless integration with the bank's existing Core Banking environment
📈 Results & Benefits
- Improved Customer Experience
- Customers could access account information in their preferred language, resulting in better understanding
of transactions and enhanced service satisfaction
- Greater Financial Inclusion
- Regional language support improved accessibility for customers who were more comfortable with vernacular
languages
- Minimal Operational Impact
- The bank was able to introduce multilingual capability without major changes to existing systems and
processes
- Reduced Rework and Errors
- Persistent language preferences ensured consistency and minimized operational intervention
- Strengthened Regulatory Readiness
- The initiative helped the bank align with RBI's emphasis on providing customer services and communication
in regional languages
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