Enhancing Corporate and Investment Banking Operations

Since 2015, we have collaborated closely with Absa’s Corporate and Investment Banking (CIB) division to enhance their customer service operations. We implemented Salesforce Service Cloud to modernise their call centre operations, introducing email-to-case functionality that significantly reduced the time needed to resolve customer enquiries. This enhancement provided complete transparency by eliminating the reliance on private email communications, thereby improving overall customer satisfaction.

In addition to improving call centre operations, we developed custom Salesforce solutions tailored to Absa's specific needs. These solutions included streamlining client onboarding processes, implementing risk management solutions, and creating transaction management and credit systems. To further support their legal operations, we implemented Advologix, a legal matter management system, which has streamlined case management and improved efficiency across the division. We continue to provide first-line support to ensure ongoing operational efficiency and to help Absa maintain high standards of service.

Innovating Retail and Business Banking

In 2018, our partnership with Absa expanded to the Retail and Business Banking (RBB) division. Here, we also implemented Salesforce Service Cloud to improve their customer service operations. Recognising the need for a comprehensive solution to manage deceased estates, we developed and implemented a system that encompasses all business units, ensuring a seamless and integrated approach across the division.

To further enhance the customer experience, we implemented Salesforce Experience Cloud, providing a platform that allows Absa to deliver a more personalised and engaging digital experience to its customers. Our role in the RBB division extends beyond implementation; we provide ongoing production support and augment their existing team to ensure the solutions continue to meet the evolving needs of the business.

Driving Continuous Improvement

Our collaboration with Absa has been instrumental in transforming their customer service operations and streamlining various processes across their divisions. By leveraging Salesforce's robust capabilities, we have helped Absa improve efficiency, transparency, and customer satisfaction. Our continued support and expertise ensure that Absa remains at the forefront of the banking industry, delivering high-quality services to its customers.

This ongoing partnership underscores the value of tailored solutions and dedicated support in achieving operational excellence and driving business success.

Developing a Scalable Mobile Solution from Scratch

Given the absence of existing infrastructure capable of handling high traffic volumes, we were tasked with building a robust and scalable mobile app from the ground up. The mobile app needed to accommodate a large number of users simultaneously while delivering a seamless and responsive user experience on various devices.

To achieve this, we utilised various Amazon Web Services (AWS) products. AWS Elastic Beanstalk was crucial in deploying an application that could automatically scale to meet the demands of any number of users. This ensured that the ReadytoWork mobile app could handle significant traffic spikes without compromising performance.

Amazon Relational Database Service (RDS) was employed to establish and manage a scalable relational database in the cloud. This provided the necessary infrastructure to support the app’s backend operations, ensuring data integrity and accessibility at all times. For storage, Amazon S3 was used to securely store user data and learning materials, while Amazon Elastic Load Balancer and Amazon CloudFront were leveraged to improve availability, scalability, and secure content delivery with low latency and high transfer speeds.

Empowering the Next Generation with Digital Learning Tools

The ReadytoWork mobile app has been instrumental in Absa’s mission to empower young people with the skills they need to succeed in the workforce or as entrepreneurs. The app delivers comprehensive learning content across various essential areas, enabling users to gain valuable knowledge and skills at their own pace.

Our continued partnership with Absa involves not only maintaining the ReadytoWork mobile app but also enhancing its features to ensure it remains relevant and effective in meeting the needs of its users. The scalability, security, and performance of the app are continuously monitored and optimised to provide a reliable platform for young people to build their future.

This collaboration highlights the power of strategic partnerships in creating impactful digital solutions that drive social and economic development. By leveraging advanced AWS technologies, we have helped Absa create a mobile platform that truly makes a difference in the lives of young people across Africa.