SBI Beyond Banking: Driving Higher Retention with Hotel Bookings

State Bank of India (SBI), one of India’s leading public sector banks, is setting new standards with its innovative banking ecosystem. Its mobile app, BHIM SBI Pay, goes beyond banking by offering a wide range of features such as recharges, bus and flight bookings, and even donations—transforming it into a purpose-driven digital platform.

Recognizing that travel plans often include both flights and hotels, SBI has seamlessly integrated hotel booking services into the BHIM SBI Pay app. This addition enables customers to conveniently plan and manage their entire trip within a single, user-friendly platform.

Let’s explore how SBI’s marketplace with a personalized ecosystem is driving higher customer retention.

Earn and Redeem Cashback

One of the standout features of SBI’s hotel booking service is its Rewards Program.

Earn Points: Customers earn reward points not only on hotel bookings but also on various other app activities such as mobile recharges, bus or flight bookings. For instance, when customers book flights in advance, the reward points they earn act as an added incentive to book hotels through the SBI Pay app instead of switching to other platforms, fostering customer loyalty and retention.

Redeem Points: These reward points can be redeemed for additional discounts on future hotel stays, flight bookings, or other app purchases.

This dual benefit of earning and redeeming points enhances the overall value proposition for customers, enabling them to save more while enjoying a seamless travel experience. At the same time, it strengthens SBI’s position as a robust and personalized marketplace, driving deeper user engagement within its digital ecosystem.

Native Customer Journey

Customers can easily complete the entire hotel booking process within the bank’s app, without any redirection to an external website or the need to switch apps to enter details. This provides a faster and more seamless booking experience, fostering a sense of trust and security as customers feel confident handling transactions within the familiar and trusted SBI beyond banking ecosystem.

Smart Filters

SBI app elevates the hotel booking experience with user-friendly filters like "Show Nearby Hotels," "Find Hotels for Tonight," "Include Breakfast," "Free Wi-Fi," and "Free Cancellation," allowing customers to tailor their bookings to suit their preferences. 

The app also ensures transparency by showcasing essential hotel amenities, such as bar facilities, spa treatments, laundry services, and banquet halls, empowering users to make well-informed decisions for a stay that meets their needs.

These features position the app as a holistic ecosystem-based marketplace, extending its value beyond traditional banking services.

Secure Payments Without OTP  

The payment process is fast and simple:  

• Direct Account Debit: The hotel booking amount is debited directly from the customer’s savings account or preferred payment method, eliminating the need to repeatedly enter payment details
• No OTP or MPIN: Unlike other platforms, the BHIM SBI Pay app eliminates the need for OTPs or MPINs, ensuring a smooth and convenient payment process within the digital ecosystem
• Multiple Payment Options: Customers can choose to pay via any of the options available on the BHIM SBI Pay app, ensuring flexibility and convenience within the banking ecosystem.

Exclusive Discounts‍

SBI brings exclusive travel discounts directly to its customers. These offers are conveniently available within the app, eliminating the need to search for the best deals. Whether you're a BHIM SBI Pay user seeking a luxurious getaway or a budget-friendly stay, SBI guarantees value for money with every booking.

Dedicated Customer Support

SBI’s customer support is a valuable benefit for customers, especially when it comes to managing bookings or resolving issues. With direct access to assistance, customers can quickly address any questions or problems they may have, from booking changes to payment issues. This strengthens the relationship between the user and SBI’s digital ecosystem, fostering greater trust and loyalty.

Summary‍

The BHIM SBI Pay app enhances customer engagement and loyalty by incorporating hotel bookings into its lifestyle platform, alongside services like flight bookings, recharges, and bus bookings. It provides a seamless and rewarding travel experience through features such as reward points for repeat use, personalized filters, and secure payments—all within a single, trusted platform.

From booking flights to planning hotel stays, the app simplifies travel while offering added value to users. SBI continues to innovate in the digital marketplace, building an ecosystem-based approach to enrich its customers’ lives.

About Nuclei

Nuclei specializes in building purpose-driven ecosystems, collaborating with 25+ global banks and telecoms to design tailored solutions. With expertise in creating ecosystem-based marketplaces, Nuclei delivers comprehensive and customized ecosystems for diverse customer segments, including retail, business, corporate, expats, senior citizens, CXOs, and UHNIs, ensuring a seamless and personalized marketplace experience for its partners.

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