Faulu Bank expands its digital offering, agencies for youthful customer base

Faulu Bank has expanded its digital offering following a thorough product rationalization exercise that saw the bank revamp its product offering.

This was a strategic move to boost customer experience, offer convenience and tap into the available youthful customer base.

“The future of Banking is digital. We believe this move will enable more people, especially the younger generation to not only access soft loans easily but also enjoy a seamless and easy service offering,” said Faulu Microfinance Bank Managing Director Apollo Njoroge.

The product rationalization comes at a time when the bank announced a branch consolidation exercise to reduce its physical branches and shift to alternative channels such as agency and digital banking.

Currently, the bank’s alternative channels within its digital offering include DigiCash mobile application that allows its retail and business clientele to access cashless banking from anywhere, anytime.

The paperless Faulu Digital account can be operated from anywhere and at any time via USSD code or the DigiCash App and by the 3D secure Faulu Contactless Visa Card which allows its users to tap and pay on the go.

This offers a fast and convenient way to make transactions as it does away with the hustle of looking for hard cash. The card is hailed for its fraud detection intelligence and acceleration of digital transactions with a fast and secure authentication.

Since its launch, the bank’s digital platforms have cumulatively attracted over 4Million transactions and have over 100,000 customers who have since signed up.

To further ensure improved customer experience, Faulu has invested in document management and loan tracking systems, EDRMs, to ensure the timely delivery of services while updating the customers on the service progress.

“We will also be relying on a customer relationship management tool that will ensure the effective resolution of customer queries. We also want to leverage on DigiCash and our over 500 Agents countrywide as a delivery channel for dispensing our banking solutions,” added Njoroge.

Lawrence Baraza

Lawrence Baraza is a prolific writer with competencies in Digital Media, Print, and Broadcast. Baraza is also a Communication Practitioner currently spearheading Digital content on Metropol TV's Digital Desk.

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