NCBA Bank gives personalized service using Oracle Cloud

Oracle’s integrated marketing solutions help modernize NCBA’s customer experience to better attract and retain clients while also improving ROI.


Nous voulions interagir avec les clients d'une manière personnalisée qui serait pertinente pour eux, afin qu'ils restent dans notre banque à long terme. Oracle est apparu en tant que leader pour le marketing personnalisé et l'expérience client et nous nous sommes dit qu'il pouvait nous aider à fidéliser nos clients sur le long terme et à obtenir un meilleur retour sur investissement pour notre marketing.

Joseph GithinjiStratégiste de gestion de la valeur client, Consommateur, Entreprises numériques, NCBA Group

Défis des entreprises

East African financial services conglomerate NCBA is committed to serving its 32 million customers with modern digital services. However, the bank’s marketing and CRM processes were fragmented and disconnected, interfering with its ambition to enhance cutting-edge mobile banking technology with personalized customer experiences.

Looking to modernize and harmonize these processes, NCBA needed to blend the best of both worlds to please customers while maximizing NCBA’s return on its marketing investment.

Avoir les analyses à portée de main a tout changé. Chez NCBA, sous pouvons désormais mesurer facilement l'efficacité de nos campagnes marketing, puis les adapter pour être plus réactifs face aux demandes de nos clients. Ces informations, combinées à des parcours client automatisés, stimulent l'engagement et ont également un impact positif et tangible sur le chiffre d'affaires.

Joseph GithinjiStratégiste de gestion de la valeur client, Consommateur, Entreprises numériques, NCBA Group

Why NCBA Bank Chose Oracle

Oracle offered both the technical expertise and the end-to-end support that would support NCBA in delivering personalized customer experiences. Oracle understood the company’s mission and took a hands-on approach to ensuring that NCBA not only applied the right technology to achieve its goals, but also accomplished a smooth implementation that would deliver the long-term benefits the bank was looking for.


As part of its modernization effort, NCBA adopted multiple Oracle customer experience platforms, including Oracle Responsys Campaign Management, Oracle Infinity Behavioral Intelligence, and Oracle Data Management Platform. Combined, these applications are helping the bank use data to track and influence the customer journey and to choose the contact methods and messages that resonate with individual clients. This custom experience allows NCBA to keep customers engaged.

NCBA has experienced a 200% improvement in email open rates based on its ability to better target customer segments through marketing campaigns. Also, automation applied to individual clients triggers actions that provide relevant information to customers, in turn leading to a more meaningful experience. As a result of these targeted efforts, the bank is seeing a 20% decrease in customer churn, while qualified leads have doubled.

In addition, NCBA is getting enthusiastic feedback from clients regarding individualized messaging. Customers also appreciate the ability to track progress in achieving their financial goals—a strong affirmation of the company’s mission to support the region’s economic growth aspirations and improve their customers’ lives.

Publié:12 juillet 2021