In a post digital world, banks are looking to offer services beyond traditional core banking services. The future of consumer engagement lies in integrating products and services that simplify daily life—accessible through a unified app.

Recognizing this trend, NPST’s customer, India’s largest public sector bank, has embraced a proactive, needs-driven approach to customer engagement. Moving beyond the traditional ‘product-push’ mentality, the bank has established an expansive ecosystem of partners to seamlessly integrate disparate aspects of a customer’s financial life, bringing together convenience, functionality, and value into their financial journeys. Through its Super App, powered by NPST’s Digital Engagement Platform, the bank offers over 400 services to meet the evolving needs of 21 million active users, setting new benchmarks for customer engagement in the digital age.

Travel is increasingly central to consumers’ lives, and India’s expanding travel ecosystem, fuelled by digital adoption, offers a prime opportunity to banks to deepen consumer relationships. For example, Indian millennials (aged 28-43) spend an average of ₹5.04 lakh annually on travel, making them a prime audience for travel-centric banking services. According to Collinson International’s 2024 Travel Benefits and Customer Engagement Report, this generation leads travel spending compared to other age groups. Additionally, with over 6.7 billion passenger journeys made on Indian Railways in FY24, and 80% of bookings conducted online, the intersection of travel and technology is reshaping consumer behaviour.

NPST, has integrated IRCTC services with the bank’s SuperApp, providing a seamless experience for customers. Customers can now book train tickets seamlessly within the banking app, saving time and eliminating the hassle of switching between platforms. Customers can personalize their travel by selecting locations, preferred berths, meal options, and travel insurance, while the app retains preferences and payment details for faster, hassle-free bookings. In addition to train bookings, the app offers hotel and cab reservations, creating a one-stop solution for all travel needs. Refunds are processed directly into bank accounts, ensuring a smooth and stress-free experience.

NPST has seamlessly integrated IRCTC services into the bank’s SuperApp, allowing customers to book train tickets, reserve hotels, and manage their travel directly from the app. This was achieved in just 12 weeks through its low-code platform, ensuring a quick and efficient rollout.

The NPST SuperApp, powered by its Digital Engagement platform, integrates effortlessly with the Indian Railway Catering and Tourism Corporation (IRCTC) platform through the API-Gateway.

The integration of IRCTC services within the Banking SuperApp has helped the bank boost customer engagement, drive app usage, and open the door to new revenue opportunities—while aligning with the needs of its digital-first consumer base.

Given the significant consumer spending on travel, integrating IRCTC services within its SuperApp helps the bank to align with the preferences of Millennials and Gen Z, who prioritize convenience and digital-first solutions. This forward-thinking strategy leverages the rapidly expanding travel ecosystem—an essential component of modern consumer spending—while strengthening the bank’s role as a lifestyle partner for tech-savvy users and advancing its digital transformation goals.

India’s leading public sector bank is leveraging the booming travel sector as part of its digital transformation strategy. By integrating travel services into its Super App, powered by NPST’s Digital Engagement Platform, the bank aims to build deeper, more personalized customer relationships.