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Customer Service Week: UBA Hinges Customer Satisfaction on Innovation, Optimisation and Upgrading of Banking Platforms

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Pan African financial institution, United Bank for Africa (UBA) Plc, has said that the recently embarked transformation of its processes is to ensure that customers’ expectations are not only met but surpassed while enjoying seamless and world-class banking services. 

 In ensuring this, the bank has embarked on several initiatives that include streamlining and automating its processes, upgrading technology, training, and rewarding staff excellence all towards ensuring that customers enjoy the very best of services.

 UBA’s Head of Operations, Alex Alozie, who explained this during a virtual media parley on Wednesday, October 7, 2020, to mark the 2020 Customer Service Week, said the bank has intensified its focus on putting the customer first whilst still reaffirming its leadership position.

Alozie said that in line with this year’s theme, the ‘Dream Team’, which embodies UBA’s core goals, the bank has recorded considerable milestones in its journey.   

 He said, “In the last one year we have embarked on an intensive drive to transform our services across all service touchpoints including but not limited to banking halls, channels – internet, mobile, USSD, etc in Nigeria, Africa, and territories where we operate. We have ensured that our customers enjoy self-service, where they can carry out their transactions seamlessly on their devices, without visiting the banking hall. This has further boosted customers’ confidence as the services provide ease and convenience, especially during the Covid-19 pandemic. 

 “Honestly,  I will say that the pandemic brought out the best of us. With newly improved products like UBA Connect – where our customers can carry out transactions from anywhere in the world – and our recently improved Mobile App, our uptime has improved significantly, and our branch operations have also recorded considerable improvement. All these are the outcome of the transformation journey which we embarked upon,” Alozie noted.

 He added that there have been cases of failed transactions, and the bank has taken relevant corrective and preventive actions for service improvement. 

 UBA’s Group Head, Marketing and Customer Experience, Michelle Nwoga, pointed out that the bank is focused on being more intentional in the quality of service delivery to customers. She added that strategic initiatives have been implemented to deliver a differentiated experience to customers across all service touchpoints. 

 According to her, UBA is keen on meeting the demands of today’s diversified customer base by focusing on innovation, process re-engineering, experience optimization, and technology upgrade, etc. This is all in our effort to improve our service delivery, improve our customers’ satisfaction, and deepen our market share.  

 “Apart from this, we have also embarked on thoroughly equipping our people to deliver exceptional service, while also leveraging on data for insight to guide business decision making. We are no longer a one-size-fits-all organization, as we now personalize services based on individual specific demands; this is largely because we know that the customer is the only one that matters, and we tailor all our activities in line with their expectations,” Nwoga noted.

The Customer Service Week is celebrated annually all over the world and recognizes the importance of customer service and seeks to show appreciation to the staff who serve and support customers with the highest degree of care and professionalism.

 United Bank for Africa Plc is a leading Pan-African financial institution, offering banking services to more than twenty-one million customers, across over 1,000 business offices and customer touchpoints, in 20 African countries. 

With a presence in the United States of America, the United Kingdom, and France, UBA is connecting people and businesses across Africa through retail; commercial and corporate banking; innovative cross-border payments and remittances; trade finance, and ancillary banking services.

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Banking

Ecobank emerges Agric Lender of the Year 2020 ……..BAFI Awards

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Ecobank Nigeria has emerged the winner of “Agric Lender of the Year” award at the prestigious Business Day’s Bank and other Financial Institutions Awards (BAFI). The bank was winner among other strong contenders to clinch the coveted award over the weekend.  According to Publisher of Business Day Newspapers, organisers of the event, Frank Aigbogun, Ecobank emerged winner from more than six strong nominees that were vetted, from which three were selected for the judges’ final choice. He stated that Business Day analysts spent over four weeks assessing the performance of Ecobank and its peers to arrive at  its decision.  He lauded Ecobank’s support for financing rural farmers for food sufficiency, providing employment, creating awareness to showcase the potentials in the sector and partnering government agencies, local and international development partners to develop the agric sector.

Receiving the award, Segment Head, Public Sector/AgriBusiness, Mojisola Oguntoyinbo said the award was well deserved, stating that Ecobank has been at the forefront of financing the entire value chain of agriculture thereby supporting the emergence of new entrepreneurs in the sector.  According to her, “As a bank, we are glad that our efforts at developing the agriculture sector of our country are being recognised. This is an encouragement that we should step up our support for the national economy.”

According to her, “Earlier in the year, we announced Agriculture Businesses Finance Scheme which will see us commence the disbursement of agriculture loans to practitioners in different value chains in the sector within the next two years. We have Agric Schemes to support over 70,000 farmers with special loans to increase their capacity and yields in support of the CBN 2020 wet season programme with the Maize Growers, Processors and Marketers Association of Nigeria (MAGPAMAN).  We are also in partnership with the Nigeria Incentive-based Risk-Sharing System for Agricultural Lending (NIRSAL), the United States Agency for International Development (USAID), the Development Bank of Nigeria (DBN) and other developmental partners to double the amount of credit provided to the agricultural sector over the next two or three years.”

Ecobank has been actively leveraging entrepreneurship as a strategy to tackle poverty and growing unemployment in Nigeria through the creation of relevant platforms. One of such platforms is the Ecobank Xpress Point, the bank’s Agency Banking proposition which enables Agents carry out financial transactions on behalf of Ecobank and earn commission on transactions processed. Ecobank popularly referred to as the digital bank is also using its various  platforms including PoS, Omnilite, Omni, ATM, Mobile banking, Ecobank Mobile app, EcobankPay and Ecobank Online, among others to facilitate ease of transactions for customers.

The BAFI Awards is adjudged the most rigorous, prestigious and transparent awards programme in the Nigerian financial industry. Since its inception, Business Day has implemented an audit based approach in the evaluation process, meticulously reviewing shortlisted company’s financial reports, commissioned customer perception surveys, and analysts’ opinions to determine winners in the different award categories.

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BUSINESS

Kia Launches First of its Kind Live Stream Showroom in Nigeria to Offer Customers an Innovative Digital Experience

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Kia Motors Nigeria has announced the launch of a highly innovative and first of its kind, ‘Live Stream Showroom,’ a new online platform in Nigeria, that offers customers access to personalized virtual viewings of their best-in-class cars from the showrooms.

The Live Stream Showroom offers a completely digital, online platform that allows anyone or customers using a smartphone to have a live video session with Kia showroom for a digital experience tailored to meet their individual needs. Customers will receive a one-on-one consultation with live responses to questions, and explore the design and features of their chosen model, answer to the customer queries and see demonstrations of new technology and functionality on demand.

The pandemic has been turning daily lives upside down these past few months and the disruption is certainly not over yet. Thus, there’s a need to constantly adapt and find new and creative ways of performing everyday tasks, and inspecting a car is no exception to that. The new Live Stream Showroom platform is introduced in Nigeria as part of the boundless initiative of Kia to improve the showroom experience and bring it close to the people at the comfort of their homes.

The new platform prioritizes customer convenience and ensures a seamless digital experience that is the same as a physical showroom visit. This commitment toward customer value-led innovations come as the company establishes its leadership position globally in the future automotive industry under its Plan S strategy.

“Live Stream Showroom demonstrates our continued commitment to tailoring the car-buying journey and ownership experience to the demands of our customers with virtual viewings,” said Olawale Jimoh, Marketing Manager, Kia Motors Nigeria. “By launching this new platform, we aim to stay ahead of the curve in digital sales and marketing in this time of transition.”

Recent consumer demand shows a strong indication that customers are looking to take more of the car-buying journey online. The recent data collected by Kia globally shows that 83 percent of consumers prefer to carry out product research online before making a purchase, while 47 percent of consumers expressed interest in using online platforms for future purchases.

As a customer-centric leading auto company in Nigeria, Kia has been over the years been at the fore of a more modern and digital customer experience. when other automakers were heavily rooted in the traditional brick and mortar showroom-visit. The launch of their omnichannel customer acquisition through different online platforms; live chats, social media, responsive contact center, automated email marketing had formed the fulcrum of the company’s customer engagement over the years.

It’s no surprise that the newly launched Kia Livestream showroom is best suited at this time that there is even more emphasis on alternative sales channels and people are increasingly conducting their research from the comfort of their homes and even turning to online platform car buying for the safest possible experience. The Kia Live Stream Showroom application can be accessed via the company’s website, www.kiamotorsnigeria.com under the ‘Buying Tools’ navigation menu.

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Banking

COVID-19: FIRSTBANK LAUNCHES NEXT-GENERATION ATM, SPEARHEADS INNOVATION IN ELECTRONIC BANKING IN NIGERIA

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In the light of COVID-19, FirstBank has launched the FastTrack ATM, a Next Generation ATM and first of its kind in Africa, designed to promote financial activities on the ATM devoid of any form of physical interaction with the machine. The introduction of the FastTrack ATM which is done in partnership with Inlaks enables customers carry out cash withdrawals without having to touch the interface of the ATM.

With the FastTrack ATM, widely referred to as Touchless Solution, the customer carries out the transaction by using his or her mobile phone to perform the needed steps designed originally for implementation on the ATM. By using one’s phone, the transaction is carried out – in advance – through the Bank’s USSD or mobile banking option. Upon the schedule, the customer visits the FastTrack ATM to complete the transaction by tapping a contactless Near Field Communication (NFC) card on the ATM to withdraw his or her cash.

FirstBank customers can now leverage the real-time mobile banking capabilities of their cellphone to activate cash withdrawals at the FastTrack ATM. The ATM solution is the Bank’s response to control the spread of COVID-19, whilst promoting the safety of customers that carry out transactions at the ATM.

Speaking on the launch of the FastTrack ATM, Dr. Adesola Adeduntan, CEO, First Bank of Nigeria Limited said ‘at FirstBank, we are driven to provide seamless financial solutions to ensure our customers are able to timely carry out their transactions in safe, secured and efficient ways, thereby putting them ahead in digital banking, not just in Nigeria but Africa. We are delighted to set the pace regarding the use of the Next Generation ATM in Africa which enables customers to use their mobile phones to remotely initiate ATM-based cash withdrawals via our *894# USSD banking or FirstMobile application. At the core of our strategy lies innovation which is critical to adapting to the new normal’.

According to Olufemi Adeoti, Managing Director, Inlaks, “given that consumers are more adaptable to mobile technology Inlaks – the Africa’s leading Information Technology Solutions provider together with Hyosung ATM OEM are partnering with FirstBank to introduce the first fully compliant COVID-19 FinTech ATM. This is in alignment with the ‘new normal’ desired customer experience which includes digitalization and delivering a secure contactless cash access to the bank’s FirstMobile customers for better user experience, simplicity, speed and convenience’’

In recognition of its giant strides at promoting electronic banking in the country, FirstBank’s mobile banking application – FirstMobile –  was recently awarded the Best Mobile Banking App award 2020 in the Global Finance Best Digital Bank Awards 2020 as well as 2019 Best Mobile Banking App by Global Business Outlook.

FirstBank has been at the forefront of promoting electronic banking solution in Nigeria. In 2017, the Bank was recognized as the first financial institution in Nigeria and the West-Africa sub-region to issue 10 million ATM cards to customers across the country. The bank was the second in Africa to achieve the milestone.

These feats are achieved through the trusts in its industry leading innovative banking solutions by over 10 million customers on its USSD *894# banking platform and over 4.1 million customers on its FirstMobile banking application, endearing the Bank to process about 30% of card transactions in the entire banking industry in the country.

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