More and more customers today are turning to their smartphones for banking. None of them wants to be left out in the modern banking experience.   As of 2020, mobile banking was the main channel adopted in Kenya in all age groups. The utilization was higher among younger respondents under…

While account reconciliation errors are rare, they do occur. In 2014, two Kenyan enterprises appeared before a court of law where the accused faced a tax assessment based on an analysis of their bank statements. The investigation revealed errors between reported sales and actual bank credits. This led to tax…

Customers are often attracted to financial institutions that don’t overlook what matters – customer experience. That is especially true when they are seeking loans from your institution. You may lose them faster than you can say ‘sorry’ if your loan approval process takes days or weeks instead of just hours…

Low loan uptake is a pressing issue for most financial institutions. When not many of your customers are taking loans, they are simply saying that you are making it too hard for them to get a loan, you are being too strict about who gets the money, and the process…

Sending demand letters is an effective way of getting borrowers to pay an overdue loan. As a financial institution, even with the best customers who promptly repay their loans, there can be times when they miss payments, default on a loan, violate loan terms, or ignore collection calls.   This…

Over the last several months, it seems risk-based pricing has been a hot topic in the Kenyan banking industry. In January 2024, the Central Bank of Kenya (CBK) announced a new bank lending rate of 15.20%, an increase from 14.63% in December 2023. This change in the lending narrative is…

Have you ever thought of what could make your Sacco operations smoother, quicker, and easier? Running a Sacco without a proper management system is like trying to operate blindly. Sacco staff have to dig through piles of files and spreadsheets to find member information. It’s tiresome, confusing, time-consuming, and error-prone,…

According to Gartner, core banking downtimes cost financial institutions an average of $5,600 per minute.   That means that however much a one-minute service interruption could seem something small to the naked eye, its underlying impact could weigh heavily on your bank’s operations, revenue, customer satisfaction and the institution’s bottom…

In Mid February 2024, customers of a prominent national service provider took their frustrations to Twitter. The main issue? The service provider could not fulfill their promise of 24/7 availability. The services had suddenly gone down for an entire Friday, and customers were left worried when normalcy would be restored.…