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 

Do you want to improve your digital customer experience and drive sales at the same time?

Let our expert software developers, technical specialists and solutions architects help you optimise your digital channels. By keeping the customer at the heart digital transformation, we can help you improve your customer experience, drive sales and reduce cost-to-serve by reducing your reliance on expensive call centres.

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