Table of Contents

Introduction ..................................................................................................................................... 4

About Eastern Bank Limited .......................................................................................................... 6

Business Functions of EBL............................................................................................................. 8

EBL SkyBanking: A fully automated Banking Channel ................................................................ 9

How does SkyBanking work?....................................................................................................... 11

Database of EBL SkyBanking ...................................................................................................... 13

Is EBL using ERP, SCM and CRM software? ............................................................................. 16

Telecommunication and Networking Technologies used by Eastern Bank Limited .................... 17

Tools & Technologies to safeguard Information Resources ......................................................... 18

About EXIM Bank ........................................................................................................................ 20

Business Functions of EXIM Bank .............................................................................................. 21

Alternate Payment Systems: Which we are going to automate .................................................... 24

Requirement Analysis, As-Is-To-Be ............................................................................................. 26

ER Diagram, Relational Database & Interface Design for EXIM Bank Limited ......................... 27

Suggesting CRM, ERP and SCM for EXIM Bank ....................................................................... 29

Websites and E-Commerce ........................................................................................................... 30

Social Media and Digital Marketing ............................................................................................. 31

Comments ..................................................................................................................................... 32
Introduction
The work is on the use of automation in the banking industry of Bangladesh. We go through a
wider range of research on the system different banks use to operate their business. Finally, we
found two of the prominent and prestigious banks in our country to work on.

We have chosen Eastern Bank Limited and EXIM Bank Limited for writing this paper. For on
field knowledge and understanding, we visited one branches of each bank and several ATM booths
in the Dhaka City. We also collected our data from website, mobile apps, customer feedback in
social media and the physical branch of the bank as well.

We visited the Dhanmondi branch of EBL and Faridpur branch of EXIM Bank to collect our data
and we discovered that EBL is was more user friendly and automated then EXIM Bank Limited.

Being one of the leading commercial banks of Bangladesh which follows Islamic Banking laws,
EXIM Bank have almost around 800 thousand customers and operating their business through 132
branches and 208 ATM booths all across the country.

But despite of having a large number of customer base, the bank is still lagging behind in
digitalization. We have given a comparative discussion about their running system and suggest a
system which is fully automated.

On the other hand, we find EBL’s Skybanking mobile app as a perfect example of banking system
through one mobile application, and important step towards digitalization of banking process,
which EXIM Bank is in dire need of.
About Eastern Bank Limited
Eastern Bank Limited is a Bangladeshi private commercial bank formed in 1992 and has
quickly become one of the most valuable financial brands in the country with numerous
awards and recognitions. The bank operates as a Public Limited company with 59.06%
shares held by the public and is enlisted in both Dhaka and Chittagong Stock Exchange.
The bank is considered as a pioneer and industry leader in Internet Banking and Alternative
Payments & Service Channels as they became the first bank in Bangladesh to introduce
online branches, real-time banking, online banking, Dropbox and Recycler ATMs as well
as several tiers of international credit card lines.

The bank is mostly focused on Corporate Banking and Digital Services based Retail
Banking, and continuously innovates to cater to the growing need of the tech savvy
customer base. Some of their Digital Banking Services include:

i. EBL SkyBanking App:

Mobile application to manage all EBL accounts and cards, pay bills, make
touchless payments, transfer money, manage balances and view statements,
open accounts, loan application and many more. The application is one of the
highest downloaded Bangladeshi financial applications on both Google Play
Store and Apple App Store.
ii. EBL Dropbox, RCDMs and RATMs
To facilitate Cash Deposit by customers 24/7, EBL first introduced Dropbox,
where a customer can deposit money at EBL ATMs at any time of the day, and
the money will be processed by the next working day. Later, EBL introduced
Real-time Cash Deposit Machines (RCDM) that can automatically deposit
money 24/7. In 2020, EBL introduced Recycler ATMs (RATMs) where
customers can deposit and withdraw money from the same ATM machine at
any time or day, and the balance would be updated in real time.
iii. EBL IB
EBL’s proprietary Internet Banking service that is accessible through
computers with similar functions of EBL SkyBanking, but with extra features
for Corporate and Premium accounts.
 iv. EBL Dia
EBL Dia is a message-based bot deployed in Facebook Messenger, WhatsApp,
and Viber to automate customer handling process and provide basic banking
services like Balance Statement, Conversion, Card Activities, Pay Bills etc.
v. EBL InstaAccount
An online based account opening system integrated with National NID
Database which enables customers to open savings account at the comfort of
their home at any day or time. The system was one of the first e-KYC program
in the country for a bank account.

All these online services help the bank to make the complex banking process seem easier
to the public and in the process, initiate efficient workflow in the company. The company
wants to become the most valuable brand in the financial services in Bangladesh creating
long-lasting value for the stakeholders and above all for the community they operate in by
transforming the way they do business and by delivering sustainable growth.

At present, Eastern Bank Limited has over 80 branches & 200 ATMs all around the country
serving nearly 500 thousand customers. Although most of the services of EBL are centered
near urban areas, most services of EBL have been made available in sub-urban and rural
areas of the country through Agent Banking, SME Banking and Sub-Branches. Another
important aspect of EBL’s banking function is their Credit, Debit and Prepaid cards along
with their Digital Payment System, using which, a customer can access their accounts from
anywhere in the world using MasterCard, Visa, UnionPay or Diners Club gateway. All
these services combined with their automated Customer Care System, App based Accounts
Services and Alternate Payment Channels make them a truly digitalized bank in the
country.
Business Functions of EBL
EBL has three primary areas of business which are namely Retail Banking, Corporate
Banking and Treasury Division. Day-to-day banking activities including Loans, Savings,
Cards, Deposits etc. are managed under the Retail Banking function. Corporate Banking
Division mostly handles large corporate clients with Supply Chain Financing, Bonds, Cash
Management, Investment Management, Foreign Transactions etc. through dedicated
officers and branches in Dhaka and Chittagong. Treasury Division of EBL handles mostly
complicated finances and government transactions, especially in the Money Market. Under
this division, EBL participates in Treasury Challan, Repo, Bills and Overnight Bills
transactions of Bangladesh Bank, performs Market Research, handles foreign currencies
and local exchanges, manages risks and liabilities, invests in government bonds etc.

Aside from these Core Services, EBL also have Administrative, Security, Human
Resource, IT and Marketing Departments under the Head Office. Their IT Department is
responsible for developing, deploying, and maintaining local servers, intranet, core
banking software, ATMs, backend servers, international gateways, blockchain system,
mobile apps and websites, communication, and security system etc. EBL’s dedicated
Security Team provides round the clock surveillance and assessment service for branches,
ATMs, lockers, servers, and IT infrastructures in cooperation with security service
companies like G4S, Elite Security, Sentry Guards, and local law enforcement agencies.
EBL’s Marketing Team can be found particularly active in B2B and Social Media
marketing sectors maintaining its core brand values and reflecting EBL’s trademarked
design approach in each and every communication.
EBL SkyBanking: A fully automated Banking Channel
Under EBL’s Retail Banking Division, EBL has introduced EBL SkyBanking - a fully
automated cloud-based Alternate Banking Channel that eliminates customer’s need for
visiting an EBL branch.

EBL SkyBanking is a network of services under the same system which can provide the
following services to the customers:

i. EBL SkyPay
Payment Gateway for any Visa or MasterCard that supports both local and
foreign transactions between a merchant and customer.
ii. EBL SkyBanking App
Mobile app-based banking channel available in iOS and Android along with
websites as a replacement for Internet Banking service
iii. EBL SkyBanking Center
Offsite banking locations with 24/7 ATMs, Cash Deposit Machines,
Recyclers and dedicated officer for Accounts Services, Card Issue or
Endorsements.
iv. EBL Dia
A message bot that replaces most of Customer Care Agents that is available
24/7 on Messenger, WhatsApp and Viber.

In order to use such services, a customer needs to have a Card/Account/Loan with Eastern
Bank Limited. Upon opening any account with EBL, a customer is assigned a unique User
ID against his/her Mobile Number and is connected with all the accounts under that mobile
number. This unique User ID is then mailed to the customer with a One Time Password.
Upon successfully registering on the app or website of EBL SkyBanking, a customer will
be able to transfer funds, pay bills, view statements, apply for quick loan, open a DPS, pay
using BanglaQR, manage cards and loans etc. right from the app. Every function of the
EBL SkyBanking system is automated with restricted access to third parties like card issuer
network (Visa/MasterCard/UnionPay), local payment processors (Bangladesh Bank,
SSLCommerz), Merchants and related vendors. Using EBL’s in-house technology, the
personal information of the customer is masked through several layers of security, and the
related parties only get to see the few digits of the card/account number and the EBL
assigned User ID. The system is also highly secured because it requires the customer to
provide OTPs for each transaction and payment details are sent to the customer using Text
Messages, Email and App notifications.

In the backend, EBL also maintains a dedicated core banking software based off of Oracle
Flexcube with over 1600 integrated APIs and SWIFT Global Payment adaptability. EBL
also maintains a separate ATM maintenance software with GRGBanking which is
responsible for Cash Dispense and Recycling. This banking system is shared with Elite
Force, a Bangladeshi security service company which provides the Cash-In-Transit and
ATM Maintenance for EBL. EBL also runs a variety of backend software including
Porichoy by ICT Division, NPSB Transfer Portal & Bangladesh EFT Network Portal by
Bangladesh Bank, Credit Report Bureau Portal, SWIFT, Western Union, Visa,
MasterCard, UnionPay, TransferWise, RIA etc. to facilitate local and international
transactions. EBL successfully integrates all these software and APIs into their system to
offer simplified and automated service to their customers through the EBL SkyBanking
portal, making their services more accessible and desirable for the customers.
How does SkyBanking work?
As a cloud based Alternate Banking Channel, the whole functionality of the bank is
dependent on internet and interconnectivity. The workflow of the overall system is
discussed below:

i. Customer gives a request to generate User ID and One Time Password

ii. EBL’s system checks customer phone number to match against accounts
and/or cards, and upon verification, creates a User ID and OTP, then mails
it to the customer.
iii. Customer logs in to SkyBanking App or SkyBanking website using the
generated credentials and changes the password with a biometric
verification.
iv. The customer manually adds Account Numbers, Loan Accounts, Cards etc.
in the system, and the system collects the following information:
1. Customer Name(s)
2. Account Number
3. Card Number
4. Customer NID and Passport Number
5. Mobile Number
6. Full Present Address
7. Account Opening Date
8. Interest Rate
9. Account type
10. Account/Card Balance
11. Account/Card History and Transaction Profile
12. Account/Card Due Dates
13. Tax rates and Schedule of Charges
v. With this information in the system, the system simplifies the results and
presents them in a User-Friendly way to the customer.
vi. Upon any service requests, the software cross checks the data available with
the Core Banking Software
vii. Upon automated verification with Core Banking, the system generates an
OTP and sends it via Email and SMS to the customer for verification. The
customer also needs to input biometric verification or password for
completing the service request.
Database of EBL SkyBanking
For storage of this huge amount of Data generated via SkyBanking system, EBL maintains
a set of local servers in order to serve the customers fast and securely. The server processes
the data with external sources and multiple verification layers and makes the data available
and presentable.

As external hardware, EBL uses custom built Dell PowerEdge MX3000 Servers and
deploys Oracle FlexCube banking software to base the whole operation on.

Oracle FlexCube is based off of Oracle 11G client and can support SQL Table creation
and content search. But for the ease of access for all employees of the company, EBL and
Oracle partnered up to remove the need of knowing SQL language to add, delete, modify,
or search data on this database, rather introduced points option to select the function.

DROP function in Oracle FlexCube Server

Oracle Flexcube is a useful platform for migrating from outdated systems. It meets all
current regulatory requirements, as well as user wants and expectations. The system
provides customer-centric core banking features, as well as a comprehensive view of all
customers and improved communication between bank workers and customers. A detailed
workflow of the database can be found below:

Upon contacting Eastern Bank Limited for in-depth workflow and Alternate Banking
Channels, they declined to share any more information regarding their system and its
workflow citing security concerns.
Relational Database in Automated Banking System
Is EBL using ERP, SCM and CRM software?
From the very beginning of EBL, they have been providing unparalleled customer service
through multiple channels and made most of the services regarding any account available
at all of their branches.

According to the Sustainability Report of Eastern bank Limited, published on 2018, they
ae currently using custom built Enterprise Resource Planning (ERP) Software made by
BrainStation23, a local technology company. The system is based on Python language and
data can be stored, modified, deleted, or found using PostgreSQL language.

Most of the EBL’s Supply Chain workflow is delivery of documents and transportation of
financial instruments. For delivery of documents, including cards, cheques and internal
documents, EBL maintains a fleet of secured vehicles and in-house transport department
to facilitate quick movement. These are mostly managed with the ERP Software and
sometimes done manually. For delivery to the customer end, EBL uses several local
delivery service companies as well, and utilizes the tracing and ordering software of the
respective delivery services. For transportation of money and other financial instruments,
EBL relies on third-party companies including G4S and Elite Force Bangladesh. EBL
utilizes the tracking, disbursement, inflow, and transit system of those security companies
to track the movement of financial instruments and maintains close liaison with those
companies to ensure 24/7 monitoring and efficiency.

In order to manage the customers, EBL has deployed several channels for resolving
customer issues. Some of the channels are:

i. Dedicated 24/7 Call Center on IP Telephone and Landline

ii. In-app Chat Service
iii. EBL Dia AI Chatbot
iv. Customer Relationship Email
v. Dedicated CRM Manager at every branch
vi. Central Grievance Resolve Center

EBL also periodically calls their customers to do 1-minute surveys about their satisfactions
and complaints regarding EBL services alongside their in-branch and in-app surveys.
Telecommunication and Networking Technologies used by Eastern
Bank Limited
Eastern Bank Limited maintains a dedicated Internet Connectivity and IP Telephony line
among all its Branches, Subbranches and Outposts (ATMs, CRMs, Dropbox, SkyBanking
Centers) to ensure a clear and interference free communication in real time.

EBL also holds regular security consulting activities with their Security Partners like G4S,
Elite Force and Sentry Security Services. These activities include Bank Security Overview,
Vault and Locker Safety, Branches Perimeter Safety, Surveillance and Monitoring System,
ATM network Safety etc.

Apart from physical safety measure, EBL also conducts cyber security activities by
thorough monitoring of Database and User Interaction. They work closely with IT
Equipment suppliers and vendors including Oracle, Amazon, Visa, MasterCard etc. to
formulate, implement and run the IT services smoothly.

The Security Cell of the EBL works 24 hours a day to maintain and control the EBL
properties and services like ATM Booths, Dropbox, Cash Vehicles, Vaults and Lockers
etc. They also respond immediately for Card & ATM related disputes and issues during
office hours in coordination with the Customer Service Department.
Tools & Technologies to safeguard Information Resources
Since EBL has to handle a bulk of sensitive and private Financial and Transactional data
of almost a million customers in the world, they have to follow a strict set of guidelines
and rules to protect the customer data as well as sensitive data of the company. EBL also
needs to safeguard Card and Transaction Information for a large group of people who are
using Visa, MasterCard, Diners Club, Union Pay and Discover cards for both local and
international transaction all over the internet, which can be a heaven for criminals.

Some of the steps taken by EBL in this regard are:

i. Conduct all internal communication using intranet, IP telephone and

internal webmail
ii. Use end-to-end encryption for inter-branch, inter-bank and international
transactions
iii. Use Two-Factor Authentication for any sort of app-based payment or
transaction order
iv. Automatically cancel customer’s SkyBanking password every 3 months,
and ask the customer to create a new password
v. Centrally monitored Cheque Clearance and Vault Access management
vi. Create a dedicated Cyber Security Department under IT Department to
safeguard the network infrastructure and Data Centers of EBL
About EXIM Bank
Export Import Bank of Bangladesh Limited (EXIM Bank) is one of the leading private
commercial banks in Bangladesh. The Bank started operation as a commercial bank on August
3, 1999, in accordance with rules and regulations of Bangladesh Bank. From its biggening the
bank was known as BEXIM Bank Limited. Later The bank was renamed EXIM Bank, which
stood for Export Import Bank of Bangladesh Limited, due to legal restrictions.

The bank now has 132 branches along with 208 ATM booths across the country (till October
2021. By July 2004, the bank had completely converted its traditional banking operations to
Shariah based Islamic banking.

EXIM Bank, being a full-fledged Islamic bank in Bangladesh, offers a comprehensive range
of savings and investment products, as well as foreign exchange and auxiliary services with
the support of sophisticated technology and professional management. The bank's investment
portfolio covers a broad range of business and industry sectors. The sectors include ready-
made garments, textiles, chemicals, edible oil, cement, real estate, steel, telecommunication,
and other service industry including general trade finance etc.

EXIM Bank Limited's foreign exchange section is quite important. It deals with export, import,
and foreign remittances. This department is playing a crucial role in increasing export earnings,
which promotes economic growth and, as a result, economic development. On the other hand,
it aids in the provision of commodities and services that are in high demand and inadequate
supply in the country.

In recent years, the bank has aided the education of both impoverished and deserving students.
Around 80 students from various institutions (DU, BUET, DMC, VNCS, and NDC) received
scholarships in 2007. The bank supported the Dhaka City Corporation's "Beautification
Project" for the Dhaka megacity.

Exim bank also giving their impact on Country’s health and educational sector by their Exim
Bank Agricultural University Bangladesh and EXIM Bank Hospital. Exim Bank Agricultural
University Bangladesh is a private agricultural University situated in Chapainawabganj,
Rajshahi. EXIM bank Hospital has a 5-storied building having 10,000 square feet of floor
space at Kazipara, Dhaka.
Business Functions of EXIM Bank
As a leading commercial bank in its third generation operating under Islamic Shariah,
EXIM Bank offers a variety of banking services, including a wide range of financial
products such as deposit and investment products, remittance, foreign exchange, and other
auxiliary services with the assistance of modern IT support and expert management.

There are five core functions of EXIM bank Bangladesh limited. Such as

• Retail Banking
• Corporate Banking
• SME Banking
• Agri Banking
• Remittance

Retail Banking: EXIM Bank’s retail banking has different sections such as deposits,
investments, cards, internet Banking, SMS banking and locker services.

• Deposits: In deposit section, the bank has Al-Wadiah current accounts,

Mudaraba saving accounts and other deposit services. Al-Wadiah Current
Account follows the Principle of Islami Shariah wherein the bank is considered
as a keeper and trustee of funds as Deposit. (Al-Amana). Mudaraba savings
account is opened under the Mudaraba principal of Islami Shariah. According
to above principal the clients are the Shaheb-Al Mal and the Bank is Mudarib.
Mudaraba Savings accounts are designed for non-trading customers who want
to save money but only do a few transactions a year. A Mudaraba savings
account can be opened and operated by more than one person.
• Investment: The investment portfolio of the bank comprises of diversified
areas with all nationally identified thirst sectors/areas of business and industry.
The bank has given utmost importance/efforts to park and maintain quality
assets and is committed to retain good customers through congenial customer
relationship management and financial counseling considering the customers as
a real business partner.
The main investment businesses are focused on the sectors/areas such as Ready-made
garments, hospital & clinic, IT related business, Agriculture and agriculture development
items, fishing and fishing business promotion, Telecommunication, Transportation and
Communication, Foresty and furniture, Construction and Housing Building, Leather and
leather goods etc.
• Cards: Exim Bank has launched commercial operations of a completely
Shariah-compliant Islamic Investment Card (Local, International, and Dual
Currency) based on the Bai-Murabaha principle. This is the first Islamic
electronic product offered by every Bangladeshi Islamic bank.
The card's most important features are:
✓ First Shariah Based Islamic Investment Card by any Islami Bank in Bangladesh
✓ Profit Rate in Simple Term
✓ There are no hidden fees.
✓ In one card, you can use dual currencies.
✓ Supplementary Card for Free
✓ E-Statement Service
✓ Customer service available 24/7
✓ Payment through Automatic Debit
✓ Acceptance Around the World
✓ Instant card message service in mobile

• SMS Banking: EXIM Bank now offers SMS Banking, which allows you to get
fast access to your account information at any time.
• Corporate Banking: In corporate Banking, there are investments, foreign
exchange & trade, import finance and export finance.
• SME Banking: There are two programs in SME Banking. EXIM Uddyog and
EXIM Abalamban.
• EXIM Uddyog: is a project that facilitates investment in small and medium-
sized businesses by providing fixed and operating capital through our branches
and CMSME Service Centers throughout Bangladesh.
• EXIM Abalamban: is an investment plan facilitating initiative aiming at
providing fixed and working capital in the sector of small and medium-sized
general businesses, workshops, and light engineering, among other things,
through our branches and CMSME Service Centers throughout Bangladesh.
• Agri Banking: On October 31, 2009, EXIM Bank released "EXIM KISHAN,"
a new Agricultural & Rural investment product that allows clients/farmers to
invest from Tk.10,000 to Tk.20,00,000. "EXIM KISHAN" is primarily
intended for short-term agricultural and rural investment under the Agricultural
and Rural Investment Program, through which farmers, particularly
sharecroppers and marginal farmers, can obtain agricultural investment without
the need for collateral.
• Remittance: Remittance Service is provided by Export Import Bank of
Bangladesh Limited to remitters and beneficiaries in order to ensure their
contribution to Bangladesh's national economy. In this regard, the bank has
created two (two) Exchange Houses, both of which are wholly owned
subsidiaries of EXIM Bank, in the United Kingdom and Canada. Aside from
that, the bank has drawing/agency agreements with a number of different
Exchange Houses and Money Transfer firms all over the world.
Alternate Payment Systems: Which we are going to automate
EXIM Bank don’t have any specific alternative banking channel like EBL. Though they
also operate their banking system online, but this alternative online banking system of
EXIM Bank is not well developed yet.

Let’s have a look on their alternative banking system and the lacking.

• ATM Service: EXIM bank has 208 ATM Booths across the country. Most of their
booths are with their branches. The lacking the have in this segment of services are:
i. The booths don’t have any money receiving system such as drop box of
EBL. So, customers have to deposit their money manually through their
branch.
ii. The cash withdrawal machine is not updated yet. They don’t have NFC
on their machine. NPSB supported but still customers have to face some
issues while withdrawing money via cars from other bank.
iii. There are no such security agencies engaging with reloading money on
their booths. Bank officers are assigned for this job.
• Website: Exim has an informative website, but the online system is not integrated
with it. Their online banking system is operated with different website and mobile
apps.
• Online Banking System: the name of the online banking system of Exim Bank is
AISER. The services AISER provides are:
i. Fund Transfer: Customers can easily transfer their funds through intra-
bank fund transfer system. AISER also supports NPSB, BEFTN, RTGS.
But In NPSB, EXIM bank fails a lot to transfer fund through AISER.
BEFTN is available but little bit slower than other banks.
ii. Balance Info: you can check your balance through AISER. You also will
be provided with a statement in pdf view.
iii. Mobile Recharge: the user can recharge balance to any operator. The daily
limit for a single day is 10,000 BDT. Customers can recharge 50 to 200
BDT in single time.
 iv. Utility Bills: AISER user an pay some utility bills through it. But the
options are so limited.
v. Add cards: user can add their debit or credit card with AISER.
vi. Security: AISER has a good security system. They provide unique
username and password to their customers. But this system often gets slow
for security purpose.

• Mobile Apps: AISER has a full-fledged mobile app. But the app is only available at
google play store. So, the customers who use iOS can’t get the access of their mobile
app service.
• SMS Banking: Exim has a SMS banking system which gives their customers updates
about their account banking. but sometimes they take too much time to provide
information through SMS.
Requirement Analysis, As-Is-To-Be
By analyzing the alternative payment methods of Exim Bank, we easily found out some
improvements which are required to automate the system. These requirements and suggestion are:

i. Exim can introduce new technology in their ATM booths for depositing/receiving money
from the customers. As a suggestion we can consider Drop box of EBL.
ii. ATM booths should be more updated. Such as they can add NFC technology to their ATM
system.
iii. Website can be more user friendly and informative. For this they hire website developer or
consult with renowned IT firms and agencies.
iv. Online banking of Exim Bank, especially AISER should be more dynamic. Though they
had a great security, but the fund transfer system should get more priorities along with
other services.
v. Exim Bank don’t have a single mobile app for everyone except android users. They should
at least introduce an iOS app for their customers.
vi. SMS banking is little bit slower. But that shouldn’t be. So, they should focus on their SMS
banking.
ER Diagram, Relational Database & Interface Design for EXIM
Bank Limited
Relational Database for EXIM Bank to initiate Automated Banking System
Suggesting CRM, ERP and SCM for EXIM Bank
Enterprise Resource Planning (ERP), Supply Chain Management (SCM), and Customer
Relationship Management (CRM) are three of the most prominent tools used by firms to
automate their activities. As like other organization Exim bank has a ERP system to control
the overall activities of the bank.

According to Exim Bank’s Financial Statement of 2019, Bank has implemented world
renowned Temenos T24 as its Core Banking Software as ERP. For Infrastructure Security
Management, EXIM Bank has implemented security solutions at the data, application,
database, operating systems and network layers to adequately address the threats by
installing next generation state-of-threat firewall along with the Intrusion Detection System
(IDS) and Intrusion Prevention System (lPS) on their ERP.

Most of the Exim Bank’s Supply Chain workflow is delivery of documents and
transportation of financial instruments. For delivery of documents, including cards,
cheques and internal documents, Exim Bank maintains a fleet of secured vehicles and in-
house transport department to facilitate quick movement. These are mostly managed with
the ERP Software and sometimes done manually. For delivery to the customer end, Exim
uses several local delivery service companies as well, and utilizes the tracing and ordering
software of the respective delivery services. For transportation of money and other
financial instruments, Exim Bank relies on their own employees and in-house
transportation.

In terms of Exim Bank’s CRM activities, they have a lot of options to maintain their
customers. Some of their options are:

i. Dedicated Call Center on IP Telephone and Landline

ii. 24 hours hotline (Dial 16246)
iii. Interactive Website. Customers can contact through website.
iv. CRM manager in every branch
v. Customer relationship Email.
vi. Communication through AISER.
Websites and E-Commerce
As EBL and Exim both are banks, they don’t have any E-commerce website. But they have
websites.

For EBL the website is dynamic and well developed and user friendly. Customers will get
all the information about their services through their website.

For Exim Bank, the website is semi-developed. Customers will get proper information
about the bank, but there is a gap in terms of services they provide. So, Exim bank can
improve their customer services on their website.
Social Media and Digital Marketing
EBL and Exim both banks have social media presence. EBL is highly active on social
media and digital platform and communicating with their customers through it. Whereas
Exim is slightly less active than EBL.

For example, the last post EBL made on their Facebook page was only 6 hours ago where
the last post of Exim was on 6th December 2017.
Comments
With EXIM Bank’s nationwide branch network and broad set of customers, they can easily
make a revolution with game-changing initiative of launching a digital-first banking system
with Shariah-supported activities and features.

Although EBL is significantly smaller in terms of the branches and customers of EXIM
Bank, they are more well known and well received the metropolitan regions, as most of the
digitally active and tech-savvy customer base are dwelling in those areas. Besides the
availability of EBL’s alternate banking channels clearly makes an impact on the digital-
first generation.

Thus, in order to keep up with the existing competition and futurization of the banking
industry, EXIM Bank Limited must be open towards massive digitalization and system
upgradation. Such future-proof decision will surely be beneficial for the bank as it prepares
the bank for the changing scenario of both technology and banking industry.