Commercial Bank of Africa upgrades banking system to provide real-time customer experience

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Commercial Bank of Africa has transformed its business as part of the bank’s strategy to continually enhance their vision for customer satisfaction with the automation of all banking business processes as just the beginning.

In collaboration with SAP, the bank has automated all manual business processes in a quest to introduce a new level of innovative banking experience for customers with real-time responses to ensure that the bank continues to meet its clients’ ever-growing expectations.

The bank’s strategic decision to automate processes has also put CBA in a position to provide its clients with much better customized, relevant product packages and information. Amongst other things, one of the major drawbacks of a traditional manual banking system is the lack of an audit trail and the related compliance issues which many banking institutions are now facing.

The largest privately owned bank in East Africa chose SAP as the innovation partner because of their extensive global banking experience as well as the core business value they added to the core of CBA.

In a process that commenced its operation in Kenya in late 2014, the bank required a complete business processes transformation which entailed redesigning, restructuring and automating all business processes in order to attain specific business goals.

SAP played the leading role in achieving the required software implementation within a year with the implementation of several products, within budget and within the scope set out by CBA. According to CBA, SAP’s approach was holistic and considered the entire life cycle of each software application from implementation to go-live.

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The bank is currently running on SAP’s several solutions customized for their business environment including SAP® Enterprise Resource Planning with Human Capital Management components; SAP® Business Intelligence, SAP® Data Warehouse and SAP®Business Planning Consolidation.

The second phase of the software roll out took place in March to further enhance the CBA customer experience. The bank has since expanded into Tanzania, Uganda and has plans to extend it business operations into additional African countries.


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