Commercial Bank of Africa Transforms Business Processes to Drive Real-Time Customer Experience with SAP Technology

NAIROBI, Kenya — SAP Africa today announced that the Commercial Bank of Africa Ltd (CBA), the largest privately owned bank in East Africa in operation for over 50 years, 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.

Geoffrey Githinji, CBA Group Chief Operations Officer commented: “The reason we chose SAP as our innovation partner in this technology journey is because of their extensive global banking experience, their constant innovation, as well as the unique business value they added to the core of CBA. SAP has been with us every step of the way and the software implementation has been relatively seamless.”

One of CBA’s major technology requirements was to automise all manual business processes in order to introduce a new level of innovative banking experience for customers with real-time responses to ensure that the bank continues to meets its clients’ ever-growing expectations. The bank’s strategic decision to further automate its operationing processes has also put CBA in a stronger position to provide clients with much better customised, 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. “CBA is an organisation driven by strong ethical behaviour and adding value to our customers in this regard is critical. Our SAP business transformation project is a journey to a greater level of transparency and efficiency about which we coninuously work to uphold.” Githinji added.

In order to get to this point, CBA 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 lifecycle of each software application from implementation to go-live.

CBA went live in with this new system in November 2014 and the bank is currently running SAP on several solutions that are customised 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.

Andrew Waititu, Head of SAP East Africa added: “CBA is playing an important role in changing the banking sector in East Africa. We applaud them for their vision. The move to further automate its business processes will provide their clients with an experience of an ideal banking of the future. The second phase of the software roll out took place in March and we are confident that it will further enhance the CBA customer experience.”

CBA currently operates in Kenya, Tanzania and Uganda and has plans to extend it business operations into additional Eastern African countries.

For more information, visit the SAP Newsroom.

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