Digital Banking Operations

About the Customer
Customer is one of Africa’s largest diversified financial services groups with a presence in over 12 countries across the continent and around 42 000 employees. They went into merger and de-merger during 2007 - 2018

Customer Challenges:
Customer post their de-merger was looking for an implementation partner for their new systems implementations which will help them in their digital journey. They wanted to implement:

  • CRM across their applications.
  • Other Banking Products Implementation.

Customer had a CRM system in place which had certain drawbacks, which lead to major productivity issues.

Based on their business challenges our team suggested the customer to implement Salesforce CRM. The customer procured the Sales and Service Cloud Module of Salesforce. Before implementing Salesforce, the customer had over 40 applications for their functions which used different screens to be accessed by the banking professionals. The Banking functions included.

  • Client Onboarding
  • Main Frame
  • Account Management
  • Lead Onboarding
  • Client Servicing
  • Conversion etc.

Our Solution:
Our CRM experts did some preliminary knowledge sharing exercise with the customer to identify their business challenges and based on the findings our team suggested the customer to change their CRM application to Salesforce.

mPHATEK team helped the customer consider 2 modules (Sales and Service Cloud) within Salesforce CRM which has more than 18 products for various functions in a customer lifecycle.

Modules within Salesforce used by Customer:

Benefits to the customer:
3X Productivity
Single view(360-degree)
of more than 30 applications.
Reduction in
Systems by over 50%
Improvement of
turnaround times.
The continued drive from within the client team to leverage the full capabilities of Salesforce improved the capability of the complaint-resolution process.