Customer: Bhutan National Bank Limited, Bhutan
Bhutan National Bank Limited (BNBL) is one of the top banks in Bhutan. It has been a pioneer in introducing new services and operational processes to improve customer satisfaction. In fact, BNBL’s corporate vision is to gain recognition as the number one bank in the region through new and improved services that the bank offers to its customers.
Prior to 2017, BNBL was facing numerous challenges with their EFT Switch. These included
Lack of clarity on the transactions
Daily reports with no time stamp for each transaction
No “live” status update on the uptime of its ATMs
Absence of cash forecasting, leading to issues with cash replenishment
Challenges with transaction reconciliation
The above issues were beginning to have an adverse effect on customer services. This in turn, had a deleterious impact on customer loyalty, leading to an erosion in the Bank’s corporate brand Image.
It was at this stage that BNBL Management mandated its IT team to look for a new EFT Switch which could deliver a much richer customer experience and help revamp the bank’s brand image. This step was also expected to assist the bank achieve its vision to become the number one bank in Bhutan, through superior quality of services delivered to customers.
By 2017, MAXIMUS had already implemented its EFT switch (ASTRA) for another bank in Bhutan. Reputation of ASTRA as a product (feature-abundance and ease of use), as well as MAXIMUS’ service and support (reliability and quality of after-sales service), led BNBL to decide in favour of MAXIMUS. True to its reputation, Team MAXIMUS delivered on the promise. The project went live in 45 days. It included all ATMs and interface to the bank’s core banking application (Oracle FLEXCUBE).
Subsequently, other channels like mobile banking (Android and iOS) were added. Together with the Core EFT Switch (ASTRA), MAXIMUS has supplied to the Bank the following solutions:
Card Management (CARDE)
ATM Monitoring (ATHMA)
Transaction Reconciliation (TRACE)
Mobile Banking (MULTI)
In addition to the products, as part of implementation services, Team MAXIMUS has conducted multiple onsite and remote training programs for the Bank staff. These have enabled them to effectively use the new system and handle customer queries independently and efficiently. On the infrastructure side, MAXIMUS has assisted the Bank for conducting Data Centre Tests (e.g., DC – DR drills), has recommended best practices on security, operations and business continuity. Team MAXIMUS has also enabled the IT department to troubleshoot and effectively respond to User queries post Go-Live.
Today, BNBL staff can handle all its operations effortlessly, right from card issuance and printing to transaction management to transaction reconciliation to issue troubleshooting. BNBL is also able to monitor its ATM network in real-time, thereby improving the overall ATM availability.
In conclusion, the “MAXIMUS Experience” has helped BNBL in enhancing customer loyalty, generating new customers and improving its corporate image. These are directly tied to the Bank’s vision – “To gain regional recognition by being #1 in all our services and work culture”.