SBI ramps up digital push with Yono 2.0 to migrate branch customers

State Bank of India (SBI) Chairman Challa Sreenivasulu Setty, left, with Chief Executive Officer (CEO) and Managing Director (MD) of Tata Consultancy Services (TCS) K. Krithivasan during the launch of ‘YONO 2.0’, a new version of the bank’s app, in Mumbai, Monday, Dec. 15, 2025.
| Photo Credit:
SHASHANK PARADE/PTI

State Bank of India, the nation’s largest lender, has launched a targeted initiative to transition branch-visiting customers toward more economical digital banking solutions, senior executives announced on Monday.

During the unveiling of YONO 2.0, Chairman C S Setty revealed the bank has deployed specialized assistance personnel to guide customers in adopting digital alternatives. “Our on-site digital ambassadors facilitate effortless migration to self-service channels,” Setty explained at the Mumbai launch event.

The banking official confirmed plans to significantly expand this customer support network. “From our current 3,500 branch-based digital consultants, we aim to deploy 10,000 specialists before April 2026,” Setty stated, noting a dedicated subsidiary is managing recruitment for these specialized positions.

Setty positioned the upgraded YONO platform as a competitor to established payment applications. “YONO 2.0 represents our response to dominant digital payment services, now accessible across all devices and available to non-SBI clients too,” the chairman emphasized. The institution seeks to expand its digital user base from the existing 96 million to 200 million customers.

The bank has achieved dramatic cost reductions through platform innovation, with Setty noting: “Digital customer acquisition now costs just 10% compared to physical onboarding.” The new version is projected to handle approximately 63,000 of the 70,000 daily new account openings.

An incremental update strategy will ensure all users transition smoothly to the upgraded application. Regarding revenue potential, Setty clarified: “While enhancing customer experience remains our priority, monetizing the YONO ecosystem isn’t under current consideration.”

Published on December 15, 2025