Co-operative Bank has successfully moved 94 per cent of all its customers to the Omni-channel through its digital strategy.
The lender has moved its customers to an expanded 24-hour contact centre, mobile banking, 558 ATMs, internet banking and a countrywide network of Co-op Kwa Jirani agents.
“We have successfully migrated our customers to the Omni-channel, integrating accessibility and user experience,” management said.
Key focus on digital banking, with the all-telco Mco-op Cash Mobile Wallet continuing to play a pivotal role in the growth of non-funded income with five million customers registered. The wallet hosts more than 4.7 million customers.
In 2015, the lender moved 89 per cent of customer transactions away from the over 155 branches to alternative delivery channels such as the 16,000 Co-op Jirani banking agents. This is supported by 586 ATMs and Internet banking.
Co-op Bank began rolling out the in-branch agent scheme in September 2015 under the project dubbed “branch transformation and channels migration”.