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Case Study

Fidelity Bank Ghana Enhances Customer Experience by Digitizing its Account Opening Process with Newgen

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Home » Resources » Case Study: Fidelity Bank Ghana Enhances Customer Experience by Digitizing its Account Opening Process

About the Client

Fidelity Bank Ghana Limited, one of the leading banks in Ghana, offers a full range of financial products and services, including checking and savings accounts and debit cards, via various digital banking channels. As the largest privately-owned Ghanaian bank, Fidelity is focused on providing innovative and value-added products and services to its growing customer base.

Challenges Snapshot

  • Inconsistent customer experience
  • Siloed information
  • No reporting and monitoring tools
  • Reputational and legal risks
  • Dependency on branch staff to initiate the process
  • Lack of a centralized document archival system

How Newgen Helped?

Using Newgen’s online account opening software, Fidelity Bank digitized and standardized its account opening process. With our unified, web-based software, the bank has improved its customer experience by enabling anytime-anywhere account opening.

Key highlights of the solution:

  • Instant account creation upon successful document upload and KYC
  • Digital management of customers’ documents
  • Instant document upload
  • Automatic report generation with case tracking
  • Improved service-level agreements and customer service
  • Intuitive and user-friendly interface
  • Duplicity checks on customer information

To learn how the bank reduced turnaround time for account opening from an average of 4 days to 15 mins and improved first-time-right processing by 70%, download the complete case study.

Download PDF

Learn More

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Case Study: Account Opening Process Automation at Wilson Bank & Trust

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Video: Fidelity Bank Ghana Accelerates Digital Initiatives, Improves Productivity with Newgen
Video: Fidelity Bank Ghana Accelerates Digital Initiatives, Improves Productivity with Newgen

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Case Study: Account Opening Process Automation at Bank Dhofar
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Case Study: Account Opening Process Automation for Leading Public Sector Bank
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Newgen

Newgen is the leading provider of a unified digital transformation platform with native process automation, content services, and communication management capabilities. Globally, successful enterprises rely on Newgen’s industry-recognized low code application platform to develop and deploy complex, content-driven, and customer-engaging business applications on the cloud. From onboarding to service requests, lending to underwriting, and for many more use cases across industries. Newgen unlocks simple with speed and agility.

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