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.

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