A 100+ Year-Old Public Sector Bank Reinvents Customer Experience, Accessibility, and Agility with a Single Banking Super App

A leading public sector bank, founded in 1906 and headquartered in Bengaluru, operates more than 9,850 branches across India and serves over 110 million customers. With a legacy spanning more than a century, the bank offers a wide range of services—from retail and corporate banking to investment products and government-backed schemes. Despite its expansive reach, the bank recognized the urgent need to evolve digitally to remain competitive in today’s fintech-driven market.

Aa a century-old public sector giant, the bank faced increasing pressure to compete with digital-native fintechs. Younger, mobile-first consumers were gravitating toward agile platforms offering unified lifestyle and financial experiences. To stay relevant in an experience driven customer landscape driven by real-time convenience, the Bank set out a bold ambition: to build a single super app that delivers end to end financial and lifestyle services under a unified experience—and to back it with a future ready digital core.

At the heart of this change is a move to ecosystem-driven banking—shifting from just handling transactions to becoming a platform that connects financial services with everyday needs of consumers in one place.

The transformation was anchored in the following imperatives:

• Transition to Ecosystem-Driven Banking: Position itself as the foundational platform enabling a wide range of services beyond banking—spanning payments, investments, bill payments, ticketing, insurance, and shopping.
• Monetize a Unified Banking + Marketplace Experience: Leverage a marketplace model to unlock new revenue streams and deepen user engagement through cross-selling and value-added services.
• Drive Customer Engagement and Stickiness: Deliver seamless, hyper personalized journeys across banking, bill payments, shopping, and government services.
• Expand Reach and Inclusion: Extend digital services to underserved segments, bridging the urban rural divide through mobile first distribution.
• Achieve Cost Efficiency at Scale: Shift transactions from physical to digital channels, reducing cost to serve and improving resource utilization.
• Accelerate Innovation and Compliance: Build an agile, modular platform that enables rapid feature rollouts, regulatory adaptability, and continuous enhancement.
• Modernize the Digital Core: Move beyond a refreshed front end to architect a scalable, intelligent, and interoperable backend aligned with ecosystem based banking.

To meet Canara Bank’s transformative goals, NPST (Network People Services Technologies Ltd.) delivered a robust, secure, and extensible Super App platform that consolidated multiple service verticals—banking, payments, investments, lifestyle, and government services—into a single mobile application.

Recognizing that a compelling frontend experience must be underpinned by a modern backend, NPST introduced the SCALE framework—designed to empower banks with agility, modularity, and ecosystem readiness.

This backend foundation enables Canara Bank to launch new features swiftly, embrace partnerships, and manage peak loads without compromising on performance or security.

The super app has redefined digital banking for millions of customers and transformed the bank into a public sector leader in digital innovation.

The bank’s partnership with NPST represents a successful digital transformation blueprint for established banks navigating disruption. The Super App, underpinned by the SCALE framework, reflects the convergence of innovation, infrastructure modernization, and customer centric design. As the app continues to evolve, the bank is poised to lead the next chapter of digital banking in India—open, agile, and inclusive.