Case Study: Union Bank of India achieves rapid customer empowerment and seamless digital onboarding with ACI Worldwide’s BASE24

Customer Empowerment Through Banking Innovation

Union Bank of India, the country’s fifth largest public sector bank with more than 3,000 branches and six million cardholders, faced growing customer demand for convenient, secure and fast phone, online and mobile banking but was constrained by paper-based processes and long PIN mailer delays. To modernize onboarding and self‑service, Union Bank of India partnered with ACI Worldwide and deployed ACI’s BASE24 payments platform to validate and process customer applications and enable automated channel access.

Using ACI Worldwide’s BASE24 as the authentication and switching backbone and issuing Ready Kit non‑personalized debit cards, the bank enabled customers to self‑create internet, mobile and phone banking access while enforcing multi‑host validation for security. The rollout eliminated PIN wait times, doubled mobile transactions, saw 150,000 customers sign up for internet banking in 18 months, enabled 100,000+ students to complete ~500,000 tuition payments, and produced a 90% convenience satisfaction score — delivering faster onboarding, higher engagement and lower operational costs with ACI Worldwide.

Union Bank of India

M. V. Nair

Chairman and Managing Director