ICICI Bank Limited (IBN): Business Model Canvas

In der dynamischen Landschaft des modernen Bankwesens steht die ICICI Bank Limited als Leuchtturm der Innovation und Kundenorientierung und nutzt ein ausgefeiltes Business Model Canvas, das traditionelle Finanzdienstleistungen in ein nahtloses, technologiegesteuertes Erlebnis verwandelt. Durch die strategische Integration digitaler Lösungen, personalisierter Dienstleistungen und eines robusten Multi-Channel-Ansatzes hat sich die ICICI Bank als führendes Finanzinstitut positioniert, das die sich entwickelnden Bedürfnisse verschiedener Kundensegmente in den Bereichen Privatkunden, Unternehmen und internationale Bankgeschäfte nicht nur erfüllt, sondern antizipiert.

ICICI Bank Limited (IBN) – Geschäftsmodell: Wichtige Partnerschaften

Strategische Allianzen mit globalen Technologieunternehmen

Die ICICI Bank hat strategische Technologiepartnerschaften aufgebaut mit:

Technologiepartner	Fokus auf Zusammenarbeit	Jahr eingeleitet
Microsoft	Cloud Computing und KI-Lösungen	2019
IBM	Blockchain und Cybersicherheit	2017
SAP	Banking-Software für Unternehmen	2018

Partnerschaften mit Versicherungs- und Finanzdienstleistern

Die ICICI Bank unterhält strategische Finanzdienstleistungspartnerschaften:

• ICICI Prudential Life Insurance (100 % Cross-Selling-Partnerschaft)
• ICICI Lombard General Insurance (Joint Venture)
• ICICI Securities (Integrierte Finanzdienstleistungsplattform)

Zusammenarbeit mit Fintech-Startups

Fintech-Startup	Art der Zusammenarbeit	Investitionsbetrag
PayTM	Integration digitaler Zahlungen	₹275 crore
Razorpay	Online-Zahlungslösungen	₹100 crore
PolicyBazaar	Versicherungs-Tech-Plattform	₹150 crore

Einzelhandelskettenpartnerschaften für Co-Branding-Kreditkarten

• Amazon India (Co-Branding-Kreditkarte)
• Flipkart (Einheitliche Zahlungsschnittstelle)
• Big Bazaar (Cashback-Programm für den Einzelhandel)

Internationale Banknetzwerkbeziehungen

Internationale Bank	Art der Zusammenarbeit	Gründungsjahr
Standard Chartered Bank	Grenzüberschreitende Zahlungslösungen	2015
Citibank	Globale Transaktionsdienste	2010
HSBC	Handelsfinanzierungspartnerschaften	2017

ICICI Bank Limited (IBN) – Geschäftsmodell: Hauptaktivitäten

Privat- und Firmenkundendienstleistungen

Zu den Privatkundendienstleistungen der ICICI Bank ab 2024 gehören:

Servicekategorie	Gesamtzahl der Kunden	Jährliches Transaktionsvolumen
Privatkundengeschäft	78,4 Millionen	₹12,3 Billionen
Firmenkundengeschäft	65.000 Firmenkunden	₹8,7 Billionen

Entwicklung einer digitalen Banking-Plattform

Digital-Banking-Kennzahlen für die ICICI Bank:

• Mobile-Banking-Nutzer: 12,5 Millionen
• Digitale Transaktionen: 85 % aller Transaktionen
• Online-Banking-Plattformen: iMobile, Internet-Banking

Risikomanagement und Finanzberatung

Risikomanagement-Metrik	Wert
Brutto notleidende Vermögenswerte (NPA)	3.42%
Risikomanagement-Investitionen	₹1.250 crore

Kreditvergabe und Bonitätsprüfung

Aufschlüsselung des Kreditportfolios:

Kreditkategorie	Gesamtkreditbetrag	Marktanteil
Privatkredite	₹2,3 Billionen	18.5%
Unternehmenskredite	₹4,7 Billionen	22.3%

Investment- und Vermögensverwaltungsdienstleistungen

Kennzahlen für Wertpapierdienstleistungen:

• Gesamtes verwaltetes Vermögen (AUM): ₹5,6 Billionen
• Vermögensverwaltungskunden: 250.000
• Anlageproduktkategorien: Investmentfonds, Aktien, Schulden, Hybrid

ICICI Bank Limited (IBN) – Geschäftsmodell: Schlüsselressourcen

Filialnetz

Seit Dezember 2023 betreibt die ICICI Bank:

Zweigtyp	Gesamtzahl
Gesamtzahl der Filialen	6,166
Ländliche Zweige	2,541
Städtische Zweige	3,625

Digitale Banking-Infrastruktur

Zu den digitalen Banking-Funktionen gehören:

• Mobile-Banking-Nutzer: 10,5 Millionen
• Internetbanking-Nutzer: 7,3 Millionen
• Digitales Transaktionsvolumen: 99,4 % der Gesamttransaktionen

Zusammensetzung der Belegschaft

Mitarbeiterkategorie	Nummer
Gesamtzahl der Mitarbeiter	98,287
Mitarbeiter mit höheren Abschlüssen	62.4%
Durchschnittliches Mitarbeiteralter	34,2 Jahre

Finanzielle Ressourcen

Finanzkennzahlen Stand September 2023:

• Gesamtvermögen: 14,54 Billionen ₹
• Nettovermögen: 1,16 Billionen ₹
• Kapitaladäquanzquote: 19,44 %

Technologische Infrastruktur

Technologieinvestitionen:

• Jährliche IT-Ausgaben: ₹3.245 crore
• Investition in Cybersicherheit: ₹412 crore
• KI- und maschinelle Lernprojekte: 37 aktive Initiativen

ICICI Bank Limited (IBN) – Geschäftsmodell: Wertversprechen

Umfassende Finanzlösungen für unterschiedliche Kundensegmente

Die ICICI Bank bietet eine breite Palette von Finanzprodukten für mehrere Kundensegmente an:

Kundensegment	Finanzlösungen	Jährliche Marktdurchdringung
Einzelhandelskunden	Privatkredite, Kreditkarten	23,4 Millionen aktive Nutzer
Kleine Unternehmen	Betriebsmitteldarlehen, KKMU-Kredite	Kreditportfolio in Höhe von 1,42 Billionen ₹
Firmenkunden	Handelsfinanzierung, Cash Management	₹3,86 Billionen Firmenkundenvermögen

Innovative digitale Banking-Erlebnisse

Digitale Banking-Funktionen:

• Mobile-Banking-App mit 10,2 Millionen aktiven Nutzern
• Internet-Banking-Plattform mit 8,7 Millionen Kunden
• Digitales Transaktionsvolumen: 4,56 Billionen ₹ jährlich

Personalisierte Finanzberatungsdienste

Erweiterte Beratungsangebote:

Beratungsdienst	Abdeckung	Jahresumsatz
Vermögensverwaltung	Vermögende Privatpersonen	₹12.500 crore
Anlageberatung	Privat- und Firmenkunden	₹8.700 crore

Wettbewerbsfähige Zinssätze und Finanzprodukte

Wettbewerbsfähigkeit der Zinssätze:

• Wohnungsbaudarlehen: 8,75 % – 9,25 %
• Privatkredit: 10,50 % – 11,75 %
• Festgeld: 6,50 % – 7,25 %

Nahtloses Multi-Channel-Banking-Erlebnis

Bankenkanal	Gesamtzahl der Touchpoints	Jährliche Transaktionen
Physische Zweige	5.288 Filialen	342 Millionen Transaktionen
Geldautomaten	14.216 Geldautomaten	276 Millionen Transaktionen
Digitale Plattformen	Online-/Mobile-Banking	1,2 Milliarden digitale Transaktionen

ICICI Bank Limited (IBN) – Geschäftsmodell: Kundenbeziehungen

Personalisierter Kundensupport über mehrere Kanäle

Die ICICI Bank bietet Kundensupport durch:

• Kundendienst rund um die Uhr: 1860-120-7777
• E-Mail-Supportkanäle
• Social-Media-Kundenserviceplattformen
• Persönliche Assistenz vor Ort

Support-Kanal	Durchschnittliche Reaktionszeit	Kundenzufriedenheitsrate
Telefonsupport	3-5 Minuten	87.5%
E-Mail-Support	24 Stunden	82.3%
Soziale Medien	2-4 Stunden	79.6%

Digitale Self-Service-Plattformen

Zu den digitalen Plattformen gehören:

• iMobile App: 12,5 Millionen aktive Nutzer
• Internet-Banking: 9,3 Millionen registrierte Benutzer
• UPI-Transaktionen: 45,6 Millionen monatliche Transaktionen

Treueprogramme und Belohnungssysteme

Programm	Mitgliedschaft	Jährliche Belohnungen werden verteilt
ICICI-Bankprämien	4,2 Millionen Mitglieder	₹687 crore
Kreditkartenprämien	3,8 Millionen Karteninhaber	₹542 crore

Regelmäßige Kommunikationsplattformen

Zu den Kommunikationsstrategien gehören:

• Monatliche Kontoauszüge
• Vierteljährliche Finanz-Newsletter
• Gezielte SMS- und E-Mail-Kommunikation

Engagierte Beziehungsmanager

Kundenkategorie	Anzahl der dedizierten Manager	Durchschnittliche Portfoliogröße
Firmenkunden	1.245 Manager	₹5.200 crore pro Manager
Vermögende Privatpersonen	890 Manager	₹320 crore pro Manager

ICICI Bank Limited (IBN) – Geschäftsmodell: Kanäle

Mobile-Banking-Anwendung

Die Mobile-Banking-App iMobile der ICICI Bank hat im Jahr 2024 über 10 Millionen aktive Nutzer. Die App unterstützt über 200 Bankdienstleistungen und -transaktionen.

Metriken für mobile Apps	Statistik 2024
Gesamtzahl der App-Downloads	15,3 Millionen
Monatlich aktive Benutzer	10,2 Millionen
Transaktionsvolumen	₹45.600 crore pro Monat

Online-Banking-Website

Die Net-Banking-Plattform der ICICI Bank bedient im Jahr 2024 etwa 8,5 Millionen Online-Kunden.

• Täglich verarbeitete Website-Transaktionen: 2,3 Millionen
• Digitaler Transaktionswert: ₹68.400 Crore monatlich
• Unterstützte Sprachen: Englisch, Hindi

Physisches Filialnetz

Die ICICI Bank unterhält ab 2024 5.720 Filialen in ganz Indien.

Filialverteilung	Anzahl der Filialen
Städtische Zweige	3,940
Ländliche Zweige	1,780
Gesamtzahl der Filialen	5,720

ATM-Infrastruktur

Die ICICI Bank betreibt im Jahr 2024 landesweit 18.500 Geldautomaten.

• Anzahl städtischer Geldautomaten: 14.200
• Anzahl der Geldautomaten auf dem Land: 4.300
• Durchschnittliche monatliche Geldautomatentransaktionen: 42,6 Millionen

Kundendienst-Callcenter

Die ICICI Bank unterhält 12 Kundendienstzentren, in denen monatlich etwa 1,2 Millionen Kundeninteraktionen abgewickelt werden.

Callcenter-Kennzahlen	Daten für 2024
Gesamtzahl der Call Center	12
Monatliche Kundeninteraktionen	1,2 Millionen
Durchschnittliche Reaktionszeit	45 Sekunden

ICICI Bank Limited (IBN) – Geschäftsmodell: Kundensegmente

Privatkunden

Die ICICI Bank betreut 69,4 Millionen Privatkunden (Stand März 2023). Der Privatkundenstamm umfasst:

Kundenkategorie	Anzahl der Kunden
Inhaber von Sparkonten	52,1 Millionen
Kreditkartennutzer	9,2 Millionen
Benutzer des digitalen Bankings	33,6 Millionen

Kleine und mittlere Unternehmen

Die ICICI Bank unterstützt 1,45 Millionen KMU-Kunden mit spezialisierten Banklösungen.

• Gesamtes KMU-Kreditportfolio: ₹204.103 Crore, Stand März 2023
• Durchschnittliche Größe eines KMU-Darlehens: ₹1,4 crore
• Belieferte Branchen: Fertigung, Handel, Dienstleistungen

Große Firmenkunden

Das Segment Firmenkunden umfasst 5.200 große Firmenkunden.

Unternehmenssegment	Gesamtbelichtung
Unternehmenskreditportfolio	₹381.670 crore
Top 100 Firmenkunden	₹249.886 crore

Vermögende Privatpersonen

Die ICICI Bank zielt auf 0,45 Millionen vermögende Kunden ab.

• Durchschnittliches Kundenvermögen: ₹5,2 crore
• Vermögensverwaltungsvermögen: ₹187.500 crore
• Premium-Banking-Kunden: 125.000

Internationale NRI-Banking-Kunden

NRI-Kundenstamm in 50 Ländern.

Region	NRI-Kundenanzahl
Naher Osten	280,000
Nordamerika	210,000
Vereinigtes Königreich	95,000
Andere Regionen	115,000

ICICI Bank Limited (IBN) – Geschäftsmodell: Kostenstruktur

Wartung der Technologieinfrastruktur

Die Kosten für die Wartung der Technologieinfrastruktur der ICICI Bank beliefen sich im Zeitraum 2023–2024 auf ₹1.256 crore. Die Bank investierte ₹487 Crore speziell in die Cybersicherheit und die Modernisierung der digitalen Infrastruktur.

Kategorie „Technologiekosten“.	Jährliche Ausgaben (£ Crore)
Kernbankensysteme	456
Cloud-Infrastruktur	312
Cybersicherheit	487

Gehälter und Schulungen der Mitarbeiter

Die gesamten Mitarbeiterausgaben der ICICI Bank beliefen sich im Jahr 2023 auf 7.842 Crore ₹. Die Zuteilung für Schulung und Entwicklung betrug ₹124 crore.

• Durchschnittliches Mitarbeitergehalt: ₹12,5 Lakh pro Jahr
• Schulungsinvestition pro Mitarbeiter: 58.000 ₹
• Gesamtbelegschaft: 94.216 Mitarbeiter

Betriebskosten des Filialnetzes

Die Betriebskosten des Filialnetzes für den Zeitraum 2023–2024 beliefen sich auf ₹2.345 crore. Die Bank unterhält 5.702 Filialen in ganz Indien.

Filialausgabenkategorie	Jährliche Kosten (£ Crore)
Miete und Wartung	876
Dienstprogramme	412
Ausgaben für Zweigstellenpersonal	1,057

Entwicklung digitaler Plattformen

Die Kosten für die Entwicklung digitaler Plattformen beliefen sich im Zeitraum 2023–2024 auf 687 Crore. Auf die Entwicklung und Wartung von Mobile-Banking-Apps entfielen 214 Millionen ₹.

• Mobile-Banking-Nutzer: 7,2 Millionen
• Internetbanking-Nutzer: 5,6 Millionen
• Digitales Transaktionsvolumen: 68 % der Gesamttransaktionen

Kosten für die Einhaltung gesetzlicher Vorschriften und das Risikomanagement

Die Ausgaben für die Einhaltung gesetzlicher Vorschriften beliefen sich im Zeitraum 2023–2024 auf insgesamt 524 Crore ₹. Die Investitionen in die Risikomanagement-Infrastruktur beliefen sich auf ₹312 crore.

Compliance-Kostenkategorie	Jährliche Ausgaben (£ Crore)
Regulatorische Berichterstattung	187
Einhaltung gesetzlicher Vorschriften	213
Risikomanagementsysteme	312

ICICI Bank Limited (IBN) – Geschäftsmodell: Einnahmequellen

Zinserträge aus Darlehen und Vorschüssen

Für das Geschäftsjahr 2023 meldete die ICICI Bank einen Nettozinsertrag von ₹26.751 crore. Die Nettozinsmarge der Bank belief sich im Jahresverlauf auf 4,26 %. Die gesamten Vorschüsse erreichten ₹8.47.276 crore, wobei Privatkundenkredite 61 % des gesamten Kreditportfolios ausmachten.

Kreditkategorie	Gesamtvorschüsse (£ Crore)	Prozentsatz des Portfolios
Privatkredite	5,17,208	61%
Unternehmenskredite	3,30,068	39%

Kostenpflichtige Finanzdienstleistungen

Die ICICI Bank erzielte im Geschäftsjahr 2023 Gebühreneinnahmen in Höhe von ₹10.756 Crore. Die Aufschlüsselung der Gebühreneinnahmen umfasst:

• Transaktions- und Servicegebühren: ₹4.352 crore
• Kreditkartengebühren: ₹2.187 crore
• Investmentbanking- und Beratungsgebühren: ₹1.543 crore
• Kreditbearbeitungsgebühren: ₹1.876 crore
• Sonstige sonstige Gebühren: ₹798 crore

Erträge aus dem Investmentbanking

Die Erträge aus dem Investmentbanking der ICICI Bank beliefen sich im Geschäftsjahr 2023 auf insgesamt 1.543 Crore ₹. Dazu gehören Beratungsleistungen, Kapitalmarkttransaktionen und Zeichnungsgebühren.

Gebühren für Kreditkartentransaktionen

Die Gebühren für Kreditkartentransaktionen beliefen sich im Geschäftsjahr 2023 auf 2.187 Crore ₹. Die Bank meldete 7,4 Millionen aktive Kreditkarten mit Gesamtausgaben von 1.12.456 Crore ₹ im Laufe des Jahres.

Kreditkartenkennzahlen	Wert
Aktive Kreditkarten	7,4 Millionen
Gesamtausgaben für Kreditkarten	₹1.12.456 crore
Transaktionsgebühren	₹2.187 crore

Versicherungs- und Vermögensverwaltungskommissionen

Die Versicherungs- und Vermögensverwaltungsprovisionen der ICICI Bank erreichten im Geschäftsjahr 2023 1.276 Crore ₹. Das verwaltete Vermögensverwaltungsvermögen (AUM) der Bank belief sich auf 2.45.678 Crore ₹.

• Versicherungsprovision: ₹687 crore
• Vermögensverwaltungsprovision: ₹589 crore
• Gesamt-AUM: ₹2.45.678 crore

ICICI Bank Limited (IBN) - Canvas Business Model: Value Propositions

ICICI Bank Limited offers the entire spectrum of financial services to customer segments covering large and mid-corporates, MSME, agri, and retail businesses. The standalone total assets stood at ₹21,182.40 billion at March 31, 2025, with Loans and Advances at ₹13,417.66 billion.

The value proposition centers on seamless, multi-channel access to a full suite of services.

• Universal banking across retail, corporate, and investment services.
• Strong franchise strength across 6,983 branches at March 31, 2025.
• Granular portfolio mix with 74.8% of corporate loans to entities internally rated A- and above.

Instant, secure digital banking is a core pillar, exemplified by the performance of the mobile application.

iMobile, ICICI Bank Limited's mobile banking app for retail customers, processed 558 million transactions worth ₹11,238 billion in fiscal 2025. The Bank launched 'SmartLock' on iMobile, an industry-first feature allowing customers to instantly lock or unlock internet banking, mobile banking, UPI, and their credit and debit cards with one click.

Tailored solutions for Business Banking show significant expansion, indicating a focus on this segment.

The Business Banking portfolio expanded by 33.7% year-on-year to reach ₹2,633.67 billion at March 31, 2025, contributing 19.6% to the net advances. The value of financial transactions on InstaBIZ, the one-stop app for Business Banking, grew by 37% in fiscal 2025.

Financial stability and trust are underpinned by superior asset quality and strong capital buffers.

Metric	Value (As of March 31, 2025)	Value (As of June 30, 2025)
Gross NPA Ratio	1.67%	1.79%
Net NPA Ratio	0.39%	0.44%
Provision Coverage Ratio (PCR)	76.2%	N/A
Common Equity Tier I (CET I) Ratio	15.94%	16.31%
Contingency Provisions Held	₹131 billion (~1% of total loans)	N/A

The Bank's consolidated Return on Equity for fiscal 2025 was 18.0%. Credit costs were benign, standing at 27 bps annualized in one period, compared to 38 bps quarter-on-quarter.

Rapid onboarding and personalized credit are supported by digital scale and product penetration.

• Close to 18 million active credit cards in force as at March 31, 2025.
• Unsecured exposure (credit cards + personal loans) is well-controlled at 13% of total loans as of Q2FY26.
• Fee income grew 16.0% year-on-year in Q4-2025.

Finance: draft 13-week cash view by Friday.

ICICI Bank Limited (IBN) - Canvas Business Model: Customer Relationships

You're looking at how ICICI Bank Limited structures its interactions with its vast customer base as of late 2025. The approach is clearly a blend of scale automation and high-touch service for premium segments, all underpinned by significant investment in employee capability.

Automated self-service and AI assistance (iPal Voice Banking)

ICICI Bank Limited continues to place the customer at the centre of process reimagination, harnessing new-age technologies to serve customers with simplicity. While specific interaction volumes for the iPal Voice Banking feature aren't public, the focus on digital journeys is evident across the ecosystem.

The bank maintains multiple dedicated support lines, showing segmentation even in voice support:

• Toll-free number for general personal banking issues: 18001080.
• Toll-free number for private banking or wealth management queries: 18001038181.
• Number for business, corporate, and retail institutional banking: 18601206699.

The bank saw a sustained improvement in the Net Promoter Score (NPS) during fiscal 2025, which reflects customer value creation and advocacy driven by these service enhancements.

Dedicated relationship managers for Wealth and Corporate clients

For higher-value segments, ICICI Bank Limited deploys specialized human capital. The bank equips relationship managers across departments with a holistic customer engagement mindset through the mandatory Customer-360° Program in fiscal 2025. This program included advanced modules in trade products, business banking, and asset products to handle complex needs.

The investment in this specialized staff is supported by targeted training; in 2025, around 31,000 employees participated in risk and compliance workshops, ensuring relationship managers operate within defined guardrails.

The structure supports specialized service, as evidenced by the dedicated contact points for these clients, such as the number 18001038181 for wealth management support.

Digital-led customer lifecycle management via iCRM

All customer complaints or service requests are recorded in a Customer Relationship Management (CRM) system and tracked for end-to-end resolution, which is central to the bank's grievance redressal framework. This system allows for a Detailed Root Cause Analysis (RCA) of issues raised in customer feedback.

The bank's commitment to digital skill-building is substantial. In fiscal 2025, ICICI Bank Limited delivered over 10 million learning hours, averaging around 10 learning days per employee, to equip staff with required skillsets, including digital transformation and data science.

The bank also deepened its use of share-linked compensation, allotting these instruments to around 20,769 employees during fiscal 2025, tying a significant portion of the workforce to long-term performance.

Hybrid model combining high-tech digital access with physical branch support

ICICI Bank Limited continues to enhance banking convenience by taking the entire bank to the customer, utilizing both its extensive physical footprint and digital platforms. The physical network remains a key anchor for the micromarket approach.

The bank's physical presence as of September 2025 stood at 7,246 locations across the country. To ensure service quality at this scale, the Business Centre Program trained around 2,500 business centre leaders in 2025, incorporating the Customer-360° mindset.

Here is a snapshot of the scale and investment related to customer engagement and infrastructure as of the latest reporting periods:

Metric Category	Specific Data Point	Value/Amount	Reporting Period/Date
Physical Footprint	Number of Locations	7,246	September 2025
Employee Capability	Total Learning Hours Delivered	Over 10 million hours	Fiscal 2025
Relationship Staff Training	Business Centre Leaders Trained	Around 2,500	2025
Customer Feedback	NPS Trend	Sustained Improvement	Fiscal 2025
Corporate Responsibility	CSR Obligation Fulfilled	₹8.01 billion	Fiscal 2025

The bank's total deposits grew to ₹16,103.5 billion in FY25, up 11.6% from the prior year, indicating a growing base served by this hybrid relationship model.

ICICI Bank Limited (IBN) - Canvas Business Model: Channels

You're looking at how ICICI Bank Limited reaches its customers and delivers value across its entire ecosystem as of late 2025. It's a blend of physical presence and deep digital integration, which is key to their scale.

Mobile Applications (iMobile Pay, InstaBIZ)

The digital front is dominated by the mobile apps. iMobile Pay, the retail banking application, continues to see massive adoption. While the latest user count for late 2025 isn't public, we know that in FY2024, it already had more than 30 million users, with transaction values approaching ₹ 11,000 billion for that fiscal year. The business banking app, InstaBIZ, is also a major channel, showing a 37% year-over-year growth in transactions for FY2025. This platform offers services like Goods and Services Tax (GST) payment and instant overdraft facilities.

• iMobile Pay users: > 30 million (as of FY2024)
• iMobile Pay transaction value: Close to ₹ 11,000 billion (FY2024)
• InstaBIZ transaction growth: 37% YoY (FY2025)

Extensive Network of Physical Branches and ATMs

Despite the digital push, the physical footprint remains substantial for trust and complex transactions. As of March 31, 2025, ICICI Bank Limited reported a network of 6,983 branches and 16,285 ATMs across India. By September 2025, the total number of locations stood at 7,246. This physical network is still vital for deepening customer relationships and advisory services, especially for products like mortgages and business banking.

Channel Component	Count (as of March 31, 2025)	Count (as of September 2025)
Physical Branches	6,983	N/A
ATMs	16,285	N/A
Total Locations	N/A	7,246

Internet Banking and API Integrations (ICICI Stack for startups)

ICICI Bank Limited's open architecture via ICICI Stack is a critical channel for corporate and fintech partners. The 'ICICI STACK for Corporates' offers a comprehensive set of digital banking solutions, including a list of 350 solutions tailored for an entire corporate ecosystem. For startups and developers, the API integration allows for speedy onboarding; for instance, API-based digital account opening is an industry-first feature. In an earlier period, the bank managed over 4,600 APIs processing more than 160 million financial and non-financial transactions daily.

Call Centers and Voice Banking Services

While specific call center volume for late 2025 isn't itemized separately from other digital channels, these services form a necessary layer for complex issue resolution and voice-based banking, supporting the digital self-service channels.

UPI Merchant Acquiring

UPI merchant acquiring is a high-volume channel, though its monetization strategy shifted in mid-2025. For the fiscal year ending March 2025, UPI merchant acquiring grew by 51.6% year-over-year. This channel saw ICICI Bank Limited processing around 1.7 billion UPI transactions in June 2025 alone, positioning it as the 3rd-largest Payee Payment Service Provider (PSP) on the UPI network at that time. Starting August 1, 2025, the bank implemented a fee structure for Payment Aggregators (PAs) processing UPI transactions, charging 2 basis points (capped at ₹6) for those with an escrow account, and 4 basis points (capped at ₹10) for those without. Transactions settled directly into a merchant's ICICI Bank account remain exempt from this PA fee.

ICICI Bank Limited (IBN) - Canvas Business Model: Customer Segments

You're mapping out the core customer base for ICICI Bank Limited, which is quite broad, spanning from individual retail users to massive institutional players. Honestly, the sheer scale of their operations, with Standalone Total Assets at ₹21,182.40 billion and Total Deposits at ₹16,103.48 billion in fiscal 2025, shows they need this diverse segmentation to manage risk and growth effectively.

The bank's strategy clearly leans into granular customer focus, which is smart for a financial powerhouse of this size. Here's a breakdown of the key groups they serve based on recent figures.

Mass Market Retail Customers

This is the engine room for daily transactions and credit penetration. ICICI Bank Limited has definitely pushed hard here, especially on the unsecured credit side. You can see the digital adoption is massive, with their mobile app being a primary touchpoint for this segment.

• The bank held close to 18 million active credit cards in force as at March 31, 2025.
• The retail portfolio was a key driver, accounting for 53% of the total loan portfolio in Q2 FY24-25.
• Retail loans showed a year-on-year growth of 6.9% as of Q1FY26.
• Average savings account deposits grew by 10.2% in fiscal 2025 over the previous fiscal year.
• The Current Account Savings Account (CASA) ratio remained stable around 38.4% in 2025.
• iMobile transactions reached 558 million transactions worth ₹11,238 billion in fiscal 2025.

Small and Medium Enterprises (SMEs) and Business Banking

This segment is showing some of the most aggressive growth, indicating a successful push for formalization and digital services for smaller businesses. The growth rate here is outpacing the overall domestic loan growth, which is a strategic win.

The Business Banking portfolio, which serves businesses with an annual turnover of up to ₹7.50 billion, expanded by 33.7% to ₹2,633.67 billion at March 31, 2025. This segment contributed 19.6% to the net advances.

Metric	Value (as of FY2025/Q1FY26)	Context
Business Banking Portfolio Growth (YoY)	33.7%	As of March 31, 2025
Business Banking Book Growth (YoY/QoQ)	29.7% / 3.7%	As of Q1FY26
InstaBIZ Transaction Growth (Value)	37%	In fiscal 2025
Contribution to Net Advances	19.6%	As of March 31, 2025

Large Corporate and Institutional Clients

For the largest clients, the focus shifts to deep, integrated relationship banking, including trade finance and treasury management. While the domestic corporate loan book saw a year-on-year growth of 7.5%, it actually de-grew by -1.4% quarter-on-quarter in Q1FY26, suggesting a selective approach based on risk-reward. The bank emphasizes cross-selling fee income through specialized digital solutions.

• Domestic Corporate Loan Book Growth (YoY): 7.5%.
• Domestic Corporate Loan Book Growth (QoQ): -1.4%.
• Digital trade transactions were over 70% of all eligible trade transactions processed in fiscal 2024 [cite: 15 (from 2024, showing digital adoption)].

Non-Resident Indians (NRIs) and International Operations

ICICI Bank Limited maintains an international footprint to cater to the global Indian diaspora. The bank has a presence in 11 countries, with specific entities like ICICI Bank UK PLC offering dedicated NRI Services. For NRI deposits, the interest rate environment in 2025 was competitive.

Deposit Type (Less than ₹2 crore)	Highest Interest Rate (p.a.)	Effective Date/Period
NRE FD	7.25%	For tenure between 15 months to 2 years (as of March 28, 2025)
NRO FD	7.10%	Starts from 3.00% p.a. (as of March 28, 2025)

Startups and Innovators (via DPIIT partnership)

This is a newer, strategic segment focus, formalized in late 2025. ICICI Bank Limited signed a Memorandum of Understanding (MoU) with the Department for Promotion of Industry and Internal Trade (DPIIT) on September 4, 2025. The goal is to provide structured support to early- and growth-stage entrepreneurs.

• Partnership formalized on September 4, 2025.
• Selected startups gain access to ICICI Bank's Mumbai-based accelerator facility.
• The program includes structured curriculum and mentorship from industry leaders.

Finance: draft Q3FY26 segment-wise loan book variance analysis by next Tuesday.

ICICI Bank Limited (IBN) - Canvas Business Model: Cost Structure

You're looking at the expense side of ICICI Bank Limited's operations, which is where a bank turns its revenue potential into actual profit. For a massive institution like ICICI Bank Limited, the cost structure is dominated by a few key areas, all of which are under constant scrutiny for efficiency.

The investment in digital capability is a major, non-negotiable cost. You saw the estimated technology and ICT spending was around $1.1 billion in 2024. That trend continued, showing a clear commitment to staying ahead in the digital race. For the full fiscal year 2025, the technology expenses represented about 10.7% of the bank's total operating expenses, which translates to approximately ₹4,533.84 crore for FY-25, based on total operating expenses of ₹42,372.32 crore for that period. This spending covers everything from core system upgrades to cybersecurity defenses, which is critical after recent regulatory focus on IT resilience in the sector.

The next big chunk of costs involves the people and the physical footprint. Employee compensation and branch network maintenance are substantial fixed and semi-fixed costs. In Q2 FY25, for instance, employee costs were reported to have increased by 11% year-on-year. To manage the network, ICICI Bank Limited added 83 branches in Q1FY26 alone, bringing the total network to 7,066 branches. Also, as of fiscal 2025, the bank deepened the number of employees who were allotted share-linked compensation to around 20,769 employees, tying a significant portion of their cost structure to performance and long-term retention.

The cost of funds, which is essentially the interest expense paid on deposits, is the single largest variable cost for any bank. For the full year FY2025, interest expenses saw an increase of 10.8% year-on-year. The cost of deposits settled at 4.4% for FY25, though this nudged slightly to 4.5% in Q1FY26, reflecting the competitive environment for gathering customer liabilities. This is the direct cost of the money ICICI Bank Limited uses to lend out.

Here's a quick look at how the core operating expenses broke down in a recent quarter:

Expense Category	Growth (YoY Q2 FY25)	FY2025 Tech Spend (% of OpEx)
Employee Costs	11% Increase	N/A
Non-Employee Expenses (ex-Tech)	3.8% Growth	N/A
Technology Expenses	N/A	10.7%

Marketing and brand promotion costs are managed to support growth without ballooning the expense base. While specific consolidated figures for the entire ICICI Bank Limited for FY2025 are less granular in public reports, the subsidiary ICICI Bank UK PLC reported total advertising and marketing expenses of USD 52.1 million (or INR 4,449 million) for the year ended March 31, 2025, as they continued selective investments to build brand presence.

The success in managing these costs is reflected in the bank's efficiency metric. Operational efficiency is a key focus, and ICICI Bank Limited achieved a Cost-to-Income Ratio of 38.6% in FY2025, as you noted. This is a strong number, demonstrating disciplined cost control relative to income growth. For the very latest snapshot, the total Cost to Income Ratio improved further to 37.8% in Q1FY26. This efficiency is driven by several factors:

• Focus on digital channels reducing physical transaction costs.
• Disciplined management of non-employee operational expenses.
• Leveraging scale across a growing loan book.
• Employee cost growth managed alongside share-linked compensation.

Finance: draft 13-week cash view by Friday.

ICICI Bank Limited (IBN) - Canvas Business Model: Revenue Streams

The revenue streams for ICICI Bank Limited are fundamentally anchored in its core banking operations, supplemented by non-interest income from its diverse financial services subsidiaries and market activities. You see this split clearly when looking at the full-year 2025 numbers.

Net Interest Income (NII) remains the largest component, derived from the spread between interest earned on loans and advances and interest paid on deposits and borrowings. For the fiscal year 2025, the Net Interest Margin (NIM) stood at 4.32%. The Net Interest Income for FY2025 was reported as Rs 811,644 million.

Fee income is the second major pillar. Total fee income for FY2025 was Rs 239,497 million. Within this, the income generated from retail, rural, and business banking customers is substantial. For instance, in the first quarter of the subsequent fiscal year (Q1FY26), non-corporate fees constituted about 79% of the total fees, indicating the strong reliance on granular customer banking relationships for fee generation.

The bank also captures revenue through its specialized subsidiaries, which include insurance and asset management. While specific cross-selling income is often bundled, the overall Other Income for FY2025 was Rs 285,067 million, a significant year-on-year decline of 62.7% from the previous year's Rs 765,218 million. This 'Other Income' bucket captures the gains from subsidiaries, foreign exchange, and treasury activities.

Treasury income from the investment portfolio and commissions from foreign exchange and trade finance are embedded within the 'Other Income' line item, though specific breakdowns are not always isolated in summary reports. For example, trading profits for FY2025 were reported as a small figure, Rs 90 million, suggesting that the bulk of treasury gains, if any, were realized elsewhere or that the focus was on balance sheet management rather than active trading gains for the full year.

Here's a quick look at the key income components for ICICI Bank Limited for FY2025, based on reported figures:

Revenue Component	FY2025 Amount (INR Million)	Context/Metric
Net Interest Income (NII)	811,644	Core lending profitability
Net Interest Margin (NIM)	4.32%	FY2025 reported NIM
Total Fee Income	239,497	Total non-interest income from services
Other Income (Total Non-Interest Income excluding some trading)	285,067	Includes subsidiary income, forex, and treasury
Fee Income from Retail/Rural/Business Banking	Approx. 79% of Total Fees	Based on Q1FY26 data as a proxy for core fee mix

You can see the direct contribution from core banking versus non-core activities. The bank's revenue generation is heavily weighted towards the interest spread, but the fee income stream, especially from the retail and business segments, provides a crucial, less capital-intensive revenue buffer. The performance of the subsidiaries, reflected in the 'Other Income' line, is clearly a variable factor year-to-year.

The revenue streams can be further broken down by the source of fee generation:

• Income from retail banking services.
• Commissions from rural banking activities.
• Fees derived from business banking platforms.
• Income from insurance underwriting and distribution.
• Management fees from asset management subsidiaries.
• Commissions from foreign exchange transactions.

Finance: draft the Q3FY26 revenue forecast based on Q2FY26 trends by Monday.