Growing customer base with a new agent management system

April 26, 2017

Fidelity Bank Ghana Ltd. is partnering with Software Group to replace its existing legacy agent management system with a new cutting edge solution. The new system will benefit the bank significantly and will enable it to grow its client base from the current 1 000 000 to 5 000 000 customers by 2020.

At the end of 2016, Fidelity Bank signed a contract with Software Group to provide a solution that would meet its needs in the domain of agency banking and merchant acquiring. The system provides essential modules that the bank could leverage on and eliminate redundant systems and outdated third-party applications.

The solution will enable customers to get an easy access to agents and be able to transact immediately instead of queuing in bank branches and filling out transaction forms hard copies. It will provide a better experience for both agents and customers by quickly delivering on transactions, compared to transacting from the physical branches. It will also improve branch productivity by reducing front-desk customer operations. The solution will also enable the bank to increase the number of its agents at a fast pace, while offering better and more efficient management to the agent network.

About Fidelity Bank

Fidelity Bank is one of the major banks in Ghana. Gained its universal banking license in 2006, it offers products and services in the areas of personal, commercial and wholesale banking. Fidelity was the first bank to pioneer the agency banking model in Ghana as part of its vision to provide world class banking services to the country’s unbanked population. Today, Fidelity Bank has a network of over 1,000 agents that can offer certain banking services on behalf of the bank.