Case Study: HDFC Bank achieves 40% faster ATM transactions and increased cross-sell revenue with ACI Worldwide

HDFC Transforms Customer Experience at the ATM

HDFC Bank, one of India’s largest private banks with nearly 4,400 ATMs, faced long queues and a need to speed up and personalize the ATM experience while creating targeted, non‑intrusive customer communications. To enable this, HDFC’s ATM network was routed through ACI Worldwide’s BASE24 payment switching and routing technology, which had to support new device states and functionality to deliver faster, personalized transactions.

HDFC Bank launched the Customer Power initiative (MyFavorite) using NCR APTRA on ATMs and integrated it with ACI Worldwide’s BASE24 so favorite transactions could be executed without slowing processing. Within six months more than 4.6 million card numbers were registered, transaction times improved by 40% (from eight clicks to three for favorites), over 4 million customers were targeted for cross-sell messaging, and conversions have generated more than US$1.25 million to date (with some campaigns delivering over Rs.50 million), enabled by ACI Worldwide’s BASE24 modifications.

HDFC Bank