Driving financial inclusion in Africa through a mobile banking solution to give a bank’s customers access to remote banking services

BSG assisted a South African bank to provide their customers in Africa with access to banking services via a mobile app, to give them the freedom to bank without having to travel into a branch.

overview of the clients needs

Drive a digitisation strategy in Africa, to include:

  • A low-cost, easy-to-access mobile channel for specific value-added services and a better customer experience
  • Reduce the customer effort required to use certain banking services
  • Create direct relationships with customers via a mobile platform
  • Reduce the cost associated with servicing customers by reducing the amount of time each customer needs to spend in a branch
  • Develop a low-cost, easily accessible mobile banking system
  • Ensure the new mobile banking solution engenders trust
  • A true view of the customer, by defining personas made up of core emotional drivers and blockers, versus the traditional customer segmentation model based on income and age
  • A realisation of what a true customer-centric culture means
  • An understanding that engaged customers are dependent on engaged employees (virtuous cycle)
  • Enhanced future customer journeys
  • The basis for more engaging communication
  • A roadmap for consistent and excellent cross-channel experiences
  • A framework to ensure every touchpoint can be quantified in real metrics, not just vanity metrics that do not reflect the true customer experience and feeling
  • Matured customer-centric design capability

BSG designed and implemented a standardised mobile banking interface across 10 African countries, enabling easier access to banking.

Do you need a mobile solution to make your brand more accessible to your customers?

Our Business Consultants and Developers have extensive experience in mobile development, UX and UI design. Get in touch to see how we can improve your customers’ perception of your brand by providing your customers greater access to your services.

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