FEATURE : OMNI CHANNEL
User experience
First City Monument Bank can offer a wide range of services through its customers ’ preferred messaging apps . Customers can now easily open new accounts , check balances , transfer money , change passwords , and add users through their preferred messaging apps .
First City Monument Bank sends tailored offers directly to customers , enhancing personalisation and engagement . The platform also simplifies the loan application process .
FIRST CITY MONUMENT BANK FACED THE CHALLENGE OF ADAPTING TO THE RAPIDLY EVOLVING DIGITAL LANDSCAPE IN AFRICA .
Efficiency increased as AI-supported chatbots handled frequently asked questions , allowing human agents to focus on more complex enquiries and improving resolution times .
Typically while using and implementing Infobip ’ s solutions , an ROI is calculated through metrics like improved customer satisfaction , operational efficiency , and enhanced customer engagement . Infobip ’ s chatbots handle routine queries , reducing strain on human agents , which in turn lowers operational costs .
Metrics such as decreased response times , increased transaction volumes via digital channels , and higher customer retention rates contribute to clear business value .
Furthermore , the simplification of processes , like account management and loan applications , results in a streamlined customer journey , directly impacting First City Monument Bank ’ s revenue growth by attracting and retaining customers in the competitive digital banking landscape .
Moving forward
For example , applicants can now upload documents online , complete the application quickly , and receive instant feedback on their loan status , making it more straightforward and less stressful . For more complex queries , customers can seamlessly transition to human agents , ensuring continuity and a personalised experience .
To address security and compliance concerns , First City Monument Bank implemented several advanced measures . These include Two-Factor Authentication , which adds an extra layer of security by requiring both an online password and a mobile phone for verification .
They also use SIM Swap Check to ensure that account-related information reaches the intended recipient , reducing fraud risk . Additionally , Silent Mobile Verification provides a seamless onboarding experience by authenticating users within seconds without requiring human input .
Benefits and ROI
By integrating Infobip ’ s conversational platform , First City Monument Bank achieved significant improvements in customer experience and operational efficiency . The Bank was able to provide an enhanced customer experience with seamless , personalised interactions across multiple channels , leading to higher customer satisfaction and loyalty .
“ We are thrilled to see First City Monument Bank leveraging our conversational platform to enhance their customer experience . Our goal is to provide the technology and support that enables innovative banks like First City Monument Bank to offer seamless , personalised banking experiences ,” said Olatayo L-Ajai Regional Manager West Africa at Infobip .
“ Working with Infobip enabled us to shift from fragmented services to superhubs , by integrating platforms and combining banking , insurance , fintech , and innovative services to make every interaction feel personal and valued ,” said Oluwole Coker , Head of Mobile and Internet Banking at First City Monument Bank .
The medium term vision for First City Monument Bank in the area of customer engagement includes :
Personalised banking
This will be achieved through customer segmentation and through data driven insights by using AI and big data to provide services such as product recommendations and personalised offers based on customer behaviour and preferences
Omnichannel experience
The aim is to achieve seamless multichannel interaction including mobile , Internet banking , chatbots while
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