Case Study
Fidelity Bank Ghana Enhances Customer Experience by Digitizing its Account Opening Process with Newgen
Download PDFAbout 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.