Optimizing Banks’ last-mile delivery channel in India
Oct 7, 2025
1 min
Public and private sector banks are key players in the delivery of digital financial services (DFS) at the last mile in India. However, persistent challenges, such as agent network viability, service quality, liquidity constraints, and limited digital adoption, undermine the effectiveness of these channels. MSC (MicroSave Consulting) collaborated with leading banks, such as the State Bank of India (SBI), the Indian Bank, the Bank of India (BOI), HDFC Bank, and Yes Bank, to diagnose and improve DFS delivery through strategic agent network interventions.
- For SBI, BOI, and Indian Bank, MSC redesigned the agent lifecycle, from onboarding to grievance resolution, which led to stronger service reliability across 120,000+ agents.
- For Yes Bank, MSC scoped digital payment adoption in the dairy value chain in Odisha, which helps farmers transition to cash-lite systems.
- With HDFC Bank, MSC enhanced its rural initiative by refining products for agri and dairy customers and upgrading training and communication for agents.
Collectively, these interventions advanced scalable, inclusive banking across rural India.
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