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Background
Co-op Bank of Kenya aimed to enable self-service PIN management and reduce manual processes, thereby enhancing customer experience
Tasks
- Implement SkyPOS software with pinpads for secure, self-service PIN setting
- Ensure full compliance with security and encryption standards
- Enhance customer experience by reducing manual PIN issuance
- Optimize branch operations for improved efficiency
- Reduce fraud risks through robust PIN management
Business Impact
Streamlined Branch Operations
Achieved a 25% reduction in branch-level operational costs by minimizing manual PIN issuance.
Boosted Self-Service Adoption
Realized a 40% increase in customer self-service PIN activations, significantly reducing wait times at branches.
Enhanced Customer Satisfaction
Improved overall customer satisfaction by 15% due to enhanced convenience in the PIN issuance process.
Strengthened Security Measures
Implemented stronger security measures that significantly reduced fraud risks related to PIN issuance.
Digital Banking Leadership
Strengthened the bank’s position as a leader in customer-centric digital banking solutions.
Elevated Trust and Engagement
Improved trust and confidence among customers through enhanced security, leading to higher engagement and retention with a more seamless banking experience.
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