FINANCE AND BANKING

Bank al Falah Limited is a public listed company on Pakistan Stock Exchange. The bank is owned and operated by the Abu Dhabi group. It is the 5th largest bank in the country with a network of over 600 branches in more than 200 cities. The Bank provides financial solutions to consumers, corporations, institutions and governments through a broad spectrum of products and services, including corporate and investment banking, consumer banking and credit, securities brokerage, commercial, SME, Agri-finance, Islamic and asset financing.

CHALLENGE

Bank Al-Falah was looking for a way to provide a quick and reliable self service channel to their customers to quickly request and receive their account information 24×7 using their mobile phone to improve customer experience and retention.

SOLUTION

Realizing that majority of customers prefer to request and receive their account information via SMS due to its widespread reach, Bank Al Falah decided to implement E Ocean’s SMS APIs into their business system to help it automate the delivery of high volume and traceable time critical notifications for transactions, one-time passwords (OTPs), payment reminders and more. Additionally Bank Al-Falah offered it customers instant text based access to their account balance, transactions, account statement, utility bill payments and more by texting certain keywords to a dedicated short code provided by E Ocean.

RESULT

Opening a new self service channel has been successful for Bank Al-Falah due to the mass adoption by its customers and cooperation and support provided by E Ocean. Following deployment support related costs have decreased substantially and messaging volumes for transactional notifications, verification OTPs and payment reminders have increased manifold. E Ocean’s solution made SMS banking an alternative channel for customers to use quickly and easily on a 24×7 basis to perform banking transactions without visiting the bank.

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