BancABC Zimbabwe customer is on for a treat in 2020 as the bank recently announced the launch of its digital transformation agenda expected to be rolled out in 2020. Indications show that the pan African banking giant is in the process of aggressive rebranding and repositioning as a premier financial services brand.
Customers are already enjoying the first fruits of the rebranding exercise with ‘Ally’ already rolling. The innovation, which is a first for the bank is already into a live pilot. Ally is BancABC’s customer service chatbot and the first digital member of the #ATeam. The mandate of the innovation is for customer interaction and support. Through this chatbot, general customer queries will be instantly addressed through the use of WhatsApp.
Through this pilot, BancABC customers are guaranteed to carry out basic banking transactions such as Airtime Purchase, Balance Enquiry, Bill Payment and Card Management activities such as blocking a card or changing card pin.
Head of Strategy and Innovation at the bank, Patricia Mugabe revealed that BancABC is on a mission to help Zimbabweans access banking easily. She added that using Whatsapp will be an advantage as Ally can reach and assist customers quickly and more efficiently considering that over 1 million people use it.
Sources close to the ongoing events at BancABC revealed that the appointment of the Managing Director and CEO, Dr Lance Mambondiani was the turning point and expect more exciting products to be introduced. The claims may not be far from true with the former Steward Bank boss credited as the brains behind the overgrowing of Steward Bank during his days there. His leadership qualities are expected to bring a change to the bank.
Commenting on the launch of the Bank’s new Internet Banking platform which will be targeting mainly the retail and customer segments, Dr. Mambondiani said the growing customer base made them think differently about how they can serve customers more efficiently using the channels they are accustomed to and WhatsApp is one such platform.
“Whilst these releases have focused on basic services where our customers have experienced the most friction, to us this is the beginning of an exciting journey in which we expect to transform the business and serve our customers better. In the next few months, we will be coming to the market with exciting products that we are currently working on. l would like to thank our customers for their tolerance and patience during this transformation journey”. Dr. Mambondiani added.
Meanwhile, the new banking platform which has been in pilot for the past 2 months, has received good reviews from some of the Bank’s Retail and SME customers. The service is expected to include functionalities for Corporate customers in the next few weeks.