Finding their digital offering lacking, a leading South African bank sought to improve its digital ranking by leveraging the power of notifications on digital platforms to change its customers’ banking experience. Without an enterprise-wide notification capability, the bank could not distribute communications across channels, which hindered its digital transformation efforts. 

With a growing customer preference for digital banking and mounting pressure from competitors, the bank’s digital offering needed an overhaul to meet market expectations. Without a comprehensive digital solution, the bank was unable to provide customers with activity notifications, security alerts, or personalised communication and offers. 

The bank sought a trusted partner to deliver the foundational platform and enhancements over subsequent releases. With a proven delivery track record, BSG was chosen to partner with the bank on both the formulation of a business case to unlock funding for the initiative, and the implementation of a bespoke back-end solution to enable the enterprise-wide capability. 

For digital transformation to succeed, collaboration is critical. Working together, with our client and partners, our multi-skilled team supported critical processes from inception to product delivery. The combined team could build digital capabilities to ensure customer retention, improved engagement, reduced costs and improved digital presence. 

The project realised immediate benefits with a substantial increase in digital revenue through personalised notification offers. Digital activation and retention numbers had also seen a steady increase, in line with the bank’s strategic objectives. Using built-in analytics, the bank recorded a 40% improvement in client engagement using notifications, in comparison to traditional channels, such as SMS. The bank has also started to realise long-term cost savings by channelling sales, service and operational communications through the notifications’ platform, moving away from more costly channels, like SMS, MMS and email. 

BSG continues to add value and deliver new world-class features that enable our clients to lead the market and achieve tangible benefits through digital transformation.