Success Story | KCB Bank
JETHRO’s jDelivery promotes business growth and provides consistent branding.
KCB Bank‘s strategy is to provide efficient customer communications. By implementing JETHRO’s jDelivery, electronic statements are now being created with a consistent brand to satisfy different customer needs resulting in a competitive edge.
The Former System
KCB Bank Kenya is a subsidiary of KCB Group, a financial service holding company based in the African Great Lakes region. In 2008, the Bank implemented its core banking system and upgraded it in 2016 to a more recent release.
The core banking system lacked the needed functionalities and KCB had to fall back on manual processes resulting in huge cost. Statement provisioning was usually inaccurate and not readily available due to paper communication. Moreover, delay in communication delivery led to customer dissatisfaction. The possible impact was not only closure of accounts and movement to other banks but also loss in customer base retention and acquisition.
KCB bank needed to enhance its customer communication experience. It received a reference note of JETHRO’s jDelivery from another bank that was it while assessing solutions in the industry. After presentation assessment, KCB chose jDelivery also due to lower cost of implementation compared to other vendors and the functionality of the solution to work independent of the core banking system or third-party applications. It generates many e-statements in minutes, covering all branches. JETHRO team of 3 consultants deployed the solution within a period of four weeks.
KCB customer communication was enhanced to paperless communication and offered as part of customer subscriptions resulting in swift electronic delivery of statements and accounts status on preferred platforms. Additionally, the bank experienced increased in customer satisfaction, delivery control, flexible and consistent branding as well as consistent revenue stream. Moreover, it experienced huge cost savings and money saved was applied as profit directly to the bottom-line.