Surge in use of digital banking

11 February 2019 | Bankwese
FNB Namibia says customers are increasingly embracing digital banking channels in order to bank in a convenient and affordable manner.

The highest number of customers migrated to the FNB banking app, online banking and cellphone banking over the past year, the bank said in a statement.

Use of the app increased by 43%, while online banking grew by 32% and cellphone banking by 7%. FNB Namibia has seen an increase of 5% in transactions at ATMs and its automatic deposit-taking machines, a 15% increase in swipes and a 10% increase in eWallet transactions.

"The major driver has been our effort to show customers how easy, affordable and safe it is to use digital platforms, including self-service channels such as automated deposit tellers (ADTs) that are available across most FNB branches. This digital journey is enabled through sustained investment in digital infrastructure which continues to be intensified through self-service innovation," says FNB Namibia’s manager of digital channels, Desery van Wyk.

“Today banking is remarkedly different compared to a few years ago and the evolution continues to yield meaningful benefits for customers,” she says.

Financial inclusion

"Currently our customers spend less time queuing at our branches and many prefer using self-service channels to make deposits or to purchase prepaid products. We have also seen an important shift in the way our branch personnel interacts with customers, which includes helping individual and business customers adapt to using the digital channels, thus creating more time to help customers with more complex transactions," Van Wyk adds.

In a society where, financial inclusion remains a major challenge, it's very important to enable digital adoption through channels that are affordable and accessible to all people, whether the customer is new to bank or they have been banking for a long time. Digital remains a remarkably convenient platform, according to her.

"The migration of customers to digital platforms is not only about cost effectiveness, it's also about convenience for our customers and giving them options to bank in a way that is most cost effective. To enhance the customer experience even more, FNB provides customers with free wi-fi in various branches so that the app could be downloaded at no data charge," Van Wyk says.

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