A Project Report on

“DIGITAL PENETRATION, MIGRATION, CROSS SELL AND

RE-KYC COMPLIANCE TO BASE CUSTOMERS”

Submitted by

LOKESH LASOD

Guided by

DR. GIRIBALA DEWASTHALE

In partial fulfillment for the award of

Post Graduate Diploma in Management

At

Deccan Education Society’s

Institute of Management Development and Research,

Pune

Year 2017-2018
 ACKNOWLEDGEMENT

The satiation and euphoria that accompany the successful completion of the project would be
incomplete without the mention of the people who made it possible.

I would like to take the opportunity to thank and express my deep sense of gratitude to my
company mentor Mr. Sheilandra Singh and my faculty mentor Dr. Giribala Dewasthale for
guiding me throughout this internship program.

I am greatly indebted to both of them for providing their valuable guidance at all stages of the
study, their advice, constructive suggestions, positive and supportive attitude and continuous
encouragement, without which it would have not been possible to complete the project.

I owe my wholehearted thanks and appreciation to the entire staff of the company for their
cooperation and assistance during the course of this internship program.

I hope that I can build upon the experience and knowledge that I have gained and make a
valuable contribution towards this industry in coming future.

Lokesh Lasod
 EXECUTIVE SUMMARY

This summer internship report enlists all the experiences gained and tasks performed by me in
the month of June and July, 2017 at HDFC Bank, East Street Branch, Camp, Pune.

The main agenda of the summer internship was migration of HDFC customers from offline mode
to online mode/digital platform.

I was allotted the research title from the bank itself in the offer letter which was “Digital
Penetration, Migration, Cross sell and Re-KYC compliance to base customers”. I started
firstly with learning about all the digital products of HDFC Bank like Net banking, HDFC’s
Mobile Banking App, HDFC’s Chillr and HDFC’s PayZapp, how they function and their features
etc. Post which I Stood at Net banking Kiosk in the branch lobby and started giving demos to the
branch customers who come to bank branch for various financial and non financial transactions.
My task was to complete their work for which they came to branch if it is possible through net
banking. Most of the work of branch walk-ins can be done with the help of net banking like
getting bank statement for a particular period, updating Aadhar and contact details, starting or
liquidating a RD or a FD etc so the bank employees can do other important work in the same
time they do this work.

I also did tele-calling to customers who had an offer to avail personal loan instantly through net
banking where they do not need to submit any physical documents to bank, and I generated leads
for personal loans for the bank. My contribution towards organization includes disbursement of
personal loan of Rs. 35 lakhs.

One of the main objectives of working on this project was to know why most of the bank
customers do not use digital products/services of the bank and still prefers to go to bank branch
for any small query. As bank has invested a large amount of money in creating and maintaining
servers for banking transactions, they want most of their customers use digital products and
services so that there is a less need of manpower in an organization.
 TABLE OF CONTENTS

SR NO. CONTENTS PAGE NO.

1 Introduction 1-6

2 Objectives of the Project 7

3 Research Methodology 8

4 Data Collection and Analysis 9-17

5 Observations of Organisational Processes 18-19

6 Learning from Internship and Research Project 20-21

7 Bibliography 22

8 Annexure 23-24