CASE STUDY
IT HAS BECOME VITAL FOR BANKS
TO HAVE A STRONG TECHNOLOGY
ARCHITECTURE IN PLACE TO PROVIDE
A CUSTOMER EXPERIENCE.
customer base with an increase of
over 28%.
• There was an increase in the number of
new products that were introduced into
the market.
• Faster time to market for new products:
Launching a new product and rolling it to
the market takes just one week whereas
it used to take a month previously. In
addition, social media integration has
contributed to faster roll out of products
with fewer resources employed.
• Increased revenues: UBA has seen
an increase in revenue with the bank
introducing contemporary value adding
products and service offerings.
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• Faster customer service: With the
advantage of a 360-degree view of the
customer, the customer service time has
dropped drastically by 67%.
• Greater operational efficiency:
The bank has witnessed immense
operational benefits due to process
optimisation. For instance, the time to
open a new account has decreased by
over 67%, while the cost of transaction
across channels has reduced by 80%,
post core transformation.
• Greater agility: United Bank for Africa
is now able to launch a new branch in a
single day vis-à-vis four days it used to
take earlier.
• Achieving greater scalability: The
transaction peak load capacity has now
increased by over 25%. The average
number of transactions processed in a
day has also more than doubled since
go live.
• Optimisation of cost across channels:
The unification of various touch points
with a digital engagement platform has
helped UBA better understand customer
behaviour across segments, as well as
their product and channel preferences.
The upgraded Finacle solution helped
them optimise channel usage and
migrate low cost transactions to low
cost channels. n
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