ZANACO CUSTOMERS TO GAIN FROM REDESIGNED BRANCHES
ZANACO has launched a new branch that marks the bank’s fresh start in the way it will serve its more than one million customers.
The new Waterfalls Branch, located at Waterfalls Shopping Mall in Lusaka, is the first to depict Zanaco’s transformed branch design and articulates the bank’s changing the role of the branch to convey customer experience.
In line with Zanaco’s renewed philosophy, creating positive customer experiences now ranks high on the bank’s agenda, as christened by the Waterfalls Branch, which puts the customer first. The branch was launched by Zanaco Board Chairperson Charity Lumpa and Managing Director Henk Mulder on Thursday evening.
Ms Lumpa said the bank had embarked on a rebrand exercise aimed at making Zanaco the top transactional and digital bank in Zambia by 2020.
“The driving force behind this transformation is of course our customer and our desire to deliver an exceptional customer experience at all bank touch points,” she said.
“We are cognizant of the global shifts in banking, the changing needs of our customers and level of responsibility we carry as Zambia’s largest local bank. We therefore do not take our current position for granted and have committed ourselves to constantly improving ourselves and living up to the brand that customers expect.”
Ms Lumpa said customers were looking for a bank with local understanding and a world class experience, which Zanaco was better placed to deliver.
“We are grateful to our one million customers and the support of other stakeholders for who we are today and at this launch today we are committing to you an improved Zanaco that serves you better and that you can be proud of,” she said.
And Mr Mulder said he was excited that the transformation the bank had embarked on was gaining momentum and was backed by customers.
“Our journey of transformation started in 2017 and has gained momentum. Last year we successfully launched our digital app which has improved how our customers do banking. Now we are improving our branches. We have a new concept of the branch, and the opening of our first digital branch is a clear testimony that we are committed to creating memorable experiences for our customers each time they visit us to conduct their banking and other business,” said Mr Mulder.
The Waterfalls Branch enables customers to perform an increasingly wide range of self-service tasks before they can even be physically attended to by staff.
As customers arrive the branch, their first point of contact is the 24hour self-service area that has an ATM equipped with deposit and withdrawal functionality, allowing the customer to make transactions 24 hours. The self-service area also has workstations for customers to perform self-service electronic transactions and internet banking.
Inside, the branch has Digital Ambassadors to give digital credentials to customers and to give general guidance around the bank’s digital platforms and applications. The branch is also equipped with wifi to give customers access to digital platforms on their mobile devices.
The branch also has a private meeting room from which customers can have private conversations with relationship managers for more personalised assistance. It also has fully-equipped teller desks where customers can also interact face-toface with staff for specific matters that can only be resolved by tellers.
Zanaco has begun rolling out this new branch format in all branches around the country in a phased approach.
In the first phase, the upgrades have been rolled out in six branches namely Manda Hill, Cairo Road Business Centre, Kabwe Business Centre, Ndola Business Centre, Kitwe Business Centre and Choma Branch, whose works will commence of February 12, 2018 and will last eight to 10 weeks.