Infobip’s Messaging Enhances Customer Experience for Kenyan Banks & Fintechs

Kristijan Barlek

Nairobi, Kenya- May 14th, 2019

Banks have to meet the customer needs of its competition. Maintaining customers long-term will require impactful engagement through omnichannel communications over the channels they use and prefer. Infobip is a provider that can truly address these pain points, helping banks throughout Africa improve their financial service offerings and ultimately enable every Kenyan with a bank account to be powered by mobile technology.Ali Hussein Kassim, co-founder, and CEO of FinteXX.

It is imperative to listen to your customers and interact with them on digital channels. Our recently launched mobile app, for example, increased our customer base by 150 percent in only seven weeks, but USSD service is still very much in demand in Kenya. With the support of Infobip, we implemented our USSD solution in less than two months, and we can already attest to great results customer-wise.George Njuguna, Chief Information Officer, H.F. Group.

We are constantly trying to find new, innovative ways to optimize our processes and interactions with our customers to increase satisfaction with our bank. CBA is utilizing Infobip’s platform for A2P SMS communication, but our goal is also to expand our cooperation with additional channels such as email, chat apps and push notifications for example.”Dennis Volemi, Head of IT at CBA.

’Infobip is expanding its operations in Africa. It is a region that is changing and improving rapidly when it comes to mobile money and financial services. Kenya, being one of the more progressive and developed nations in Africa, presents great potential and sets an example in truly diminishing the unbanked. With Infobip’s messaging solutions, banks can effectively build customer engagement, trust, and loyalty that is so important in Africa’s evolving banking industry.”Rachel Njiru, Infobip’s MD Kenya & Director OP Africa

About Infobip


May 14th, 2019
2 min read

Kristijan Barlek