HF Group: Digitizing Banking for Enhanced Customer Experience and Growth
Technology Category
- Platform as a Service (PaaS) - Application Development Platforms
- Robots - Wheeled Robots
Applicable Industries
- Finance & Insurance
- Retail
Applicable Functions
- Procurement
- Sales & Marketing
Use Cases
- Machine to Machine Payments
- Tamper Detection
About The Customer
HF Group is one of Kenya’s foremost full-service banking groups with an offering spanning retail, corporate, insurance banking, and mortgage services. The group has a vision to digitize its services and offer innovative solutions and products to its customers via electronic and mobile channels. In 2017, the bank began to develop a digital platform encompassing all types of banking transactions and also launched HF Whizz, a mobile banking app for customers. The group's goal was to improve the banking experience of its customers, reduce in-branch waiting times, and increase profitability.
The Challenge
HF Group, a leading banking group in Kenya, was faced with the challenge of encouraging its customers to adopt digital and mobile banking channels. The goal was to reduce the workload of branch visits, increase efficiency, and offer innovative solutions and products via electronic and mobile channels. The bank also aimed to improve the banking experience of its customers and reduce in-branch waiting times, thereby improving profitability. However, they were losing some business opportunities as not all customers had access to a smartphone or a sufficient data connection. Additionally, security was a major concern for the group as they wanted to prevent fraud and ensure the safety of their mobile app users.
The Solution
To address these challenges, HF Group implemented Infobip’s turnkey business messaging platform. This solution covered all of HF Group’s messaging needs and offered a highly flexible and secure communications gateway to engage and notify customers. The bank deployed SMS messaging to notify customers about any account activities and transaction alerts, in real-time. Security for customers was increased by introducing One-Time PINs (OTPs). An OTP SMS delivery was integrated to allow new customers to access the app for the first time, adding an additional security layer to the platform. Furthermore, customers were given the ability to apply for loans via easy-to-use USSD codes, even without a smartphone. With complete integration into back-end banking systems, loans could be auto-approved and customers notified.
Operational Impact
Quantitative Benefit
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