SBI Launches Yono 2.0; Plans to Expand Digital Support Staff to 10,000 by March 2026

State Bank of India (SBI), the country’s largest lender, has launched a focused initiative to help customers visiting bank branches migrate to cost-efficient digital banking channels. The move is part of SBI’s broader strategy to improve customer convenience while lowering operational costs through increased digital adoption.

Dedicated Staff to Guide Customers

Speaking at the launch of the upgraded Yono 2.0 app, SBI Chairman C S Setty said the bank has deployed dedicated executives and floor managers at branches to guide customers in shifting to digital platforms. 

Currently, around 3,500 such executives are already assisting customers, and the bank plans to expand this number to 10,000 by March 31, 2026.

Setty said a subsidiary of the bank is managing the project and handling fresh recruitment specifically for this initiative, highlighting SBI’s long-term commitment to digital transformation.

Yono 2.0 to Take on Payment Giants

With the launch of Yono 2.0, SBI is aiming to compete directly with major payment platforms such as Google Pay and PhonePe. The revamped version works seamlessly across mobile phones, tablets, and desktops, and can also be used by customers of other banks, broadening its potential user base.

Setty emphasised that the new version is designed to offer greater convenience and scalability while supporting a wide range of banking and payment services.

Ambitious User and Cost Targets

Currently, about 9.60 crore of SBI’s more than 50 crore customers actively use the Yono platform. The bank has set an ambitious target of onboarding 20 crore users in the coming period. According to Setty, the updated app allows SBI to acquire customers at nearly one-tenth of the cost compared to traditional channels.

The bank also plans to carry out 90% of its ~70,000 daily account openings through Yono, significantly reducing branch dependency.

Seamless Transition for Existing Users

All existing Yono users will be migrated to the new version in a phased and seamless manner. Setty assured that customers will receive updates gradually, ensuring minimal disruption during the transition.

Also Read: SBI Launches YONO 2.0 With Unified Mobile and Internet Banking!

Conclusion

SBI’s renewed push toward digital banking, backed by Yono 2.0 and on-ground support at branches, underscores its intent to scale digital services efficiently. While there are no immediate monetisation plans for Yono, the focus remains on expanding reach, lowering costs, and enhancing customer experience.

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