Keeping the customer at the heart of digital transformation 

BSG assisted a large South African bank to strengthen its digital presence by implementing an integrated back-end solution with advanced analytics to establish an enterprise-wide notification capability, improving the digital customer journey, security and overall customer experience

overview of the clients needs
  • Build an enterprise-wide capability to enable systems to distribute notifications through the bank’s existing digital channels
  • Deliver an improved digital customer experience by offering greater transparency, personalisation and security to customers
  • Drive digital transformation, meeting key strategic objectives and benefits
  • Create a customer-centric solution, using innovative technologies to deliver a better digital offering 
  • Support the bank in formulating a compelling business case to unlock funding and gain approval for the initiative
  • Implement an enterprise-wide notification capability to meet market expectations and strengthen the bank’s digital presence
  • Support analysis and prioritisation of business needs in line with digital strategy, industry standards and customer expectations
  • Develop an integrated back-end system to distribute notifications across channels offered 
  • Implement several major use cases for notifications across digital channels, including campaign offerings and transactional account notifications
  • Develop a reusable and scalable solution for rapid capability extension to disrupt the market and gain a competitive advantage
  • Improved customer experience and digital channel engagement (by a factor of 10) through personalised, relevant and timely information 
  • Increased digital sales through personalised offers, based on customer behaviour and preferences
  • Long-term cost-savings by increasing use of digital channels, reducing branch visits and contact centre engagement 
  • Communications channelled through the notifications’ platform, reducing costs
  • Re-usable and scalable notification capability for use across the bank 
  • Improved security and peace of mind through transparent and timely banking activity information 
  • Increased behaviour- and engagement-reporting and insight-generation capability
  • Improved ranking in digital enablement and innovation indexes

Using cutting-edge technology to enable real-time, in-app and web push notifications with built-in analytics, improving security and customer experience 

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