The challenge
The company offered only traditional digital platforms — a web portal and mobile app. Alternative service-delivery channels were rare in the industry due to concerns over data security, implementation effort and cost, which slowed digital adoption and kept operational costs high.
Our approach
- ✓ Analysed digitally-active customers to understand age groups, usage frequency and the most-used services.
- ✓ Shortlisted WhatsApp as an alternative service-delivery channel after assessing platform reach.
- ✓ Evaluated in-house vs cloud deployment and local vs international vendors against the regulatory environment.
- ✓ Selected a cloud-based deployment via APIs, with development handled in-house by the IT and Digital Transformation teams.
- ✓ Built concept papers, prototypes and security processes (OTP authentication, session handling) approved by stakeholders and the regulator before rollout.
The results
- ✓ Offered transactions, balances, statements, tax certificates, fund prices and agent support through WhatsApp in two languages.
- ✓ Established the company as the industry leader for WhatsApp-based transactional services.
- ✓ Digital activations rose ~108% and cost savings increased ~66% within a year.
