After migrating to the Finacle 10 banking software, employees of Baroda UP Bank are facing significant network challenges, impacting daily operations and customer service. The Baroda Uttar Pradesh Bank Employees Union has addressed these concerns in a letter to the bank’s Chairman, highlighting the need for immediate action to resolve the persistent issues.
Daily Operations Disrupted by Frequent Logouts
One of the major challenges reported by employees is the frequent automatic logouts occurring every 2–5 transactions. Employees say that this “ID error” forces them out of the system repeatedly, slowing down their work. Each time they re-login, it takes an additional 5–10 minutes, contributing to delays in customer service and impacting overall branch productivity.
Errors During Passbook Printing and Menu Navigation
Employees have also reported frequent errors in two critical areas: passbook printing and menu navigation within Finacle. Issues with fonts disrupt the passbook printing process, creating difficulties for tellers when handling customer requests. Additionally, switching between various menus within the software often triggers further errors, resulting in automatic logouts. These frequent interruptions are causing significant delays in completing routine transactions.
CRM Update Challenges for Customer Mobile Numbers
Employees highlighted an issue with updating customer mobile numbers through the bank’s CRM menu, which is reportedly not functioning as intended. The letter requests the activation of an alternative function, “mobupd,” to enable smoother mobile number updates. This function would allow employees to manage customer information more effectively, enhancing the overall customer experience.
Impact on Customer Service and Business Operations
According to the letter, these network issues are taking up to 2–3 hours of each employee’s time daily, which is significantly affecting the quality of customer service. The delays have reportedly led to customer dissatisfaction, with some long-term customers choosing to transfer their accounts to other banks. The union emphasized that these disruptions are hurting the bank’s reputation and impacting employee morale.
Call for Immediate Resolution
The employees’ union has requested immediate action from the bank’s Chairman, urging for a comprehensive resolution of these network-related issues. They stress that resolving these technical problems would not only help employees operate more efficiently but also restore customer trust in the bank’s services.
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