Background
Africa’s banking sector, especially that in Morocco, is undergoing a transformation, driven by strong multichannel-sales needs, the digitalization of customer relations, and the agility of ISs.
Challenges
Three major challenges were identified:
- Transforming the bank into a deeply-multichannel, leading-edge player, capable of selling its financial and non-financial products across all channels;
- Enabling personalized customer pricing;
- Modernizing the IS, and modes of operation, by digitalizing processes end-to-end.
Responses and key success factors
Defining business processes to the point of framing an IS roadmap. To do this, Wavestone worked with the bank’s senior management, assembling a team of more than 150 employees from across the business functions to:
- Help the bank’s management adapt to the digital challenges faced by the sector;
- Redesign key sales processes using collective-intelligence workshops;
- Define an IS architecture tailored to multi-channel, data analysis, process digitalization, and flexible pricing;
- Enable the transformation to be implemented rapidly, and at operational level, by the provision of a detailed roadmap.
