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+2547 21 281 720
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Have Any Questions?
+2547 21 281 720
Visit Us Daily
Kahawa Sukari, Nairobi
Our Working Hours
Mon - Sat: 8.00 - 18.00
Home > Portfolio > Business Operations Consultancy
Equity Bank was experiencing a decline in customer engagement, especially in its digital banking segment. Many customers found the bank’s online and mobile banking platforms cumbersome, leading to increased support inquiries and a slowdown in digital transactions. Competitors with more user-friendly digital banking experiences were gaining market share.
Our team performed a digital banking audit to identify pain points in user experience and system performance. We recommended key improvements, including an intuitive mobile app redesign, AI-driven customer support features, and personalized financial advisory tools within the platform. We also facilitated training for bank staff to improve digital customer support.
Within six months of implementation, digital adoption increased by 40%, and customer satisfaction scores improved significantly. The bank also saw a reduction in customer support requests related to digital banking issues, freeing up resources for other service areas. As a result, Equity Bank strengthened its competitive edge in the digital banking sector.
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