Update: This is a personal web site and NOT the web site of ICICI Prudential Mutual Fund.
I was pleasantly surprised today with my experience with the ICICI Prudential Mutual Fund web site, the PruTracker. I have multiple portfolios with ICICI as I used different vehicles to purchase their funds over the years. I had lost track of one folio and found it again in a CAMS report. This particular folio was not available in my PruTracker login.
Today I was trying to find the IPIN Form download on the PruTracker web site thinking that I would have to fill it out and visit CAMS again to get an IPIN for the missing folio and that it would take at least a week or so. I was therefore surprised to see a link to “Generate an IPIN Online, Instantly…”. Well, I stared at it for a while and then clicked it. It walked me through a wizard asking for details of the folio, my bank account, PAN etc. All the personal data that is associated with the folio and is unique to me. All the data that is actually needed to uniquely identify me as the owner of the folio. And data that only I should be able to provide.
I haven’t seen this with any other Indian AMC.
So I jumped right in, very excited. I wouldn’t have to wait a week after all! Then of course I hit a snag. The Wizard didn’t work. It kept complaining that I had given it the wrong data. But I hadn’t! It was frustrating and a big let down.
A tried a few combinations since this was an old folio I hadn’t used for a while. But no joy. Then I decided to brave the call center. The girl who answered had me fill in the details again. I repeated each value as I filled in the form and she stopped me when I came to the PAN. They had the wrong PAN! One digit was wrong. A 8 had become a 3. No wonder the thing wouldn’t work! The girl at the call center had me use the wrong PAN and complete the process. And then she registered a service request to correct the PAN.
So I ended up with the folio linked to my PruTracker login in about 20 mins. Not bad. And if there hadn’t been the problem with the PAN it would not have taken me more than a few minutes. Fill out the wizard’s forms, go check your email, click the link they send you and you are done!
No paper work. Simple. Effective. Gets the job done.
Good job ICICI Prudential. You guys have typically been on the forefront of technology usage in the retail financial sector in India and I thank you for it. I hope to see an ever improving user experience from you people.