Extreme scale banking platform with Siebel CRM powering the Call Center to handle requests for over 19 million customers in India.

SBI Card was launched in 1998 by the State Bank of India and GE Capital, it is headquartered in Gurgaon, Haryana. SBI Card is the second largest credit card provider in India, with a base of over 19.5 million cards in force, offering a wide range of credit cards catering to diverse customer segments including super premium cards, premium cards, travel and shopping cards, classic cards, exclusive co-branded cards and corporate cards.

Siebel CRM in SBI Card is a mission critical customer servicing application. Accessed by 4500 call center as well as back-office agents for servicing the end customers. It is accessed from multiple SBI Card locations across the country and acts as a backend system where digital traffic converges from all self-service touch points of a customer.

The system is truly extreme scale. Siebel CRM processes data for 19 million customers, nearly half a million customer requests are logged in the CRM application everyday from Helpline as well as Self service touch points. Siebel CRM processes more than 2 million digital transactions per day and consumes ~ 60 million data records daily via batch loads (EIM).

Oracle Intelligent Advisor is heavily integrated into Siebel CRM with almost 1300 business processes. In a recent upgrade from IP2015 to Siebel 23.x, SBI Card deployed Oracle GoldenGate to ensure zero impact to business continuity, with data sync to minimize application downtime during the cutover. GoldenGate also ensured an immediate rollback strategy via the Database to restore points and prevent immediate data loss. There were also 11000+ test cases automated and executed during SIT and UAT to identify and fix any deviant behavior.

• SBI Card are a recognised Solution Innovator, not an Oracle Customer Reference.