The challenge
After revamping its digital platforms, the company had no regular monitoring of its digital footprint — leaving stakeholders unable to make informed decisions, measure marketing effectiveness or understand customer behaviour.
Our approach
- ✓ Consolidated data from multiple systems into a data warehouse for big-data analysis.
- ✓ Built a recurring reporting suite covering account-opening applications, transactions and value-added services.
- ✓ Tracked basic and regular account applications end-to-end, with funding and verification status.
The results
- ✓ ~41% of digital account applications converted into funded accounts; key rejection reasons identified and addressed.
- ✓ Digital channels carried 60% of transactions, driving ~34% cost savings year on year.
- ✓ WhatsApp and mobile emerged as preferred channels, informing a revised digital strategy.
