INM / Case Studies / Banco BAI
CASE · ANGOLA · BANCO BAI
Banco BAI - one of Angola's most established universal banks, and INM's Mobile Banking partner since 2010 - asked INM to lead a board-sponsored, 3-year programme to modernise its Internet, Mobile and branch channels end to end.
CHALLENGE
In 2016, Banco BAI set out to restructure its Internet, Mobile and branch channels - reduce dependency on the counter, improve the experience for customers, and position itself as Angola's most innovative digital bank. The Administration and CEO sponsored the programme directly, with periodic follow-up throughout its three-year run.
APPROACH
Match the existing functional scope on the new channels first, so day-to-day banking kept working without disruption for customers already using them.
Layer in innovative functionality designed specifically for customers and for the bank's competitive position.
Cover the full stack - integration with the core banking system, a multichannel middleware and its business logic, up to the user interface.
RESULTS
Non-branch channel usage grew significantly as customers moved from the counter to Internet, Mobile and self-service.
Banco BAI's electronic channels won multiple awards, reinforcing its position as a digital leader in the Angolan market.
A new self-service model, with kiosks that accept cash automatically, running on hardware designed and built by INM.
TECHNOLOGY
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