Stanbic Bank Botswana committed to transforming customer service

Mrs Lerato Chana Sekgororoane, Stanbic Bank Head of Customer Channels,

Mrs Lerato Chana Sekgororoane, Stanbic Bank Head of Customer Channels

Stanbic Bank Botswana has launched an effort to further transform customer service through technological innovation.

The Bank has armed sales consultants in Executive Banking, Workplace Banking and Private Banking with tablets and a new, fully enhanced “app” to sign up new customers in less than 25 minutes. Tablet technology has been designed to determine the needs of customers, and match appropriate products accordingly.

Said Stanbic Bank Botswana Head of Customer Channels, Mrs. Lerato Chana Sekgororoane, “Both the tablet and the app allow for the completion of all required documentation and capturing of customer details – including electronic signatures – in one meeting. This ensures the customer only has to sign once, as opposed to signing multiple times in a paper-based environment.”

Once captured, application forms are then automatically compressed into PDF format and emailed for processing. Copies are also emailed to the client for record-keeping. The app-based sales tool further boasts a predictive ability of the software, which uses variables such as a customer’s monthly salary, profession and net worth to immediately prescribe a set of products suitable for their financial needs.

Stanbic Bank Botswana parent, Standard Bank Group, has piloted the sales app and tablet technology in Ghana, Tanzania and Angola in August 2013, with key learnings having been taken into account before debuting the service in Botswana. An updated version has since been released and is now fully operational in Zambia, Kenya, Tanzania, Botswana and Lesotho, with the design and capabilities of the app having been customised to local regulatory requirements.

“The most significant advantage of using this app on tablets is mobility, as we are able to deploy sales consultants outside of traditional branch environments. We are better equipped to go to our customers and ensure greater convenience, interacting with and advising customers at their work site rather than at the branch. The app serves as a tool towards the Bank becoming as close to paperless as possible,” concluded Mrs. Sekgororoane.

The app is currently only available through the iOS software platform due to its enhanced IT security features and its capability of capturing the electronic signatures of prospective customers accurately.

The new service offering comes as yet another effort to continue moving customers forward.

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