Contact Center Industry News

TMCNet:  Rawbank Taps IBM Smarter Computing Solution to Drive Business Growth and Expansion

[November 27, 2012]

Rawbank Taps IBM Smarter Computing Solution to Drive Business Growth and Expansion

Nov 27, 2012 (Close-Up Media via COMTEX) -- Rawbank, a private bank in the Democratic Republic of Congo (DRC), has selected IBM to help transform its core banking systems as it seeks to grow its customer base in the largely un-banked Central African country.

According to a release, Rawbank has deployed a mix of IBM software and hardware that enables the bank to extend the range of products and services offered to its clients, significantly enhance client satisfaction, increase its banking application performance and enhance security processes, and cut energy consumption costs by 20 percent. The IBM solution has provided the technology architecture and flexibility that the bank is utilizing to provide a suite of new products including Internet banking, mobile banking, SMS banking and several card-based solutions to service a wider set of customers.

For example, Rawbank clients can now receive a text notification on their mobile phone every time their account is credited or debited. This is a valuable service for citizens in a country where transportation across the vast land mass is difficult, and access to the Internet remains relatively low. Also, the bank has introduced prepaid cards that enable small businesses and individuals without a long credit history to securely pay bills and procure goods without carrying around cash.

The engagement with IBM is part of the bank's strategy to deliver new services that meet the needs of the largely unbanked population in DRC. As of November 20, there are only about 2 million banking customers in the DRC out of an estimated population of 65 million.

"This implementation has allowed us to reach new customers while extending increased security options and improved client satisfaction to our existing customers," said Thierry Taeymans, Rawbank Chief Executive Officer. "In spite of infrastructure challenges in the DRC, this technology allows us to serve our clients faster, with significantly reduced waiting time, and launch a 24 hour customer service hotline." Two months after implementing the IBM solution, Rawbank has been able to serve twice as many customers at its branches, as customer information is more readily available. With a goal of opening 10 new branches by the end of this year, Rawbank is equipped to scale up its operations and offer better services to its customers.

"Core banking systems are at the heart of driving greater levels of customer service, flexibility and efficiency in today's banking industry," said Jean-Christophe Knoertzer, IBM Central East and West Africa General Manager. "By modernizing its core systems, Rawbank is well-positioned to meet the growing market of banking customers in Africa. The IBM solution provides a flexible foundational architecture that can adapt quickly and scale as the bank's business changes in response to new customer requirements." Rawbank joins more than 25 banks across Africa that are working with IBM to drive growth of the financial services sector.

More information: ((Comments on this story may be sent to

[ Back To Cloud Contact Center's Homepage ]


Featured Resources

Featured Report
Millennial Research on Customer Service Expectations

Millennial Research on Customer Service Expectations

The "why" behind this research is simple: our clients recognize that different generations bring different expectations, varied communication preferences and new customer service patterns to the customer experience...
Featured Report
Optimizing the Customer Experience through Cloud Contact Centers

Optimizing the Customer Experience through Cloud Contact Centers

Adoption of cloud contact centers is on the rise. Findings from Aberdeen's January 2014 'Public Cloud vs. On-Premise: How to More Effectively Deploy a Cloud Center' study shows that 31% of contact centers are deployed in the cloud, and our related blog post highlights that companies anticipate their adoption of cloud technology to rise further throughout 2014...
Featured Report
Aberdeen report

Aberdeen Report: Cloud for Mid-Sized Contact Centers – What You Must Know

Cloud Technology is opening new doors for many businesses. However, it does so only when it's combined with the use of best practices and key technology enablers. This document highlights the adoption of cloud technology by mid-size contact centers and illustrates the reasons driving their investments...
Featured Whitepaper
Aberdeen report

Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider

To deliver a world-class customer experience, your contact center must be flexible and reliable, while providing all the tools agents and supervisors need to manage their workflows. Here are seven critical capabilities to look for when deploying a contact center in the cloud...
Featured Webinar

Contact Center Economics and the Cloud

Together, Bob and Drew will help you understand the economic value of upgrading technology, important business and financial considerations, and how to compare total cost of ownership of a premises vs. cloud or hosted solution. Watch the webinar on-demand now...
Featured Datasheet
Zipwire Cloud Contact Center

Zipwire Cloud Contact Center

The appeal of moving services to the cloud is obvious. Cloud services offer reliability and robust feature sets without the need to implement or maintain complex contact center infrastructure. The Zipwire™ cloud-based contact center allows businesses to leverage the flexibility and cost savings of cloud architecture while offering a seamless, first-class customer experience...