Briefing Notes

This Note focuses on the intricacies involved in conducting a process mapping exercise for mobile banking initiatives. It analyses the key steps and activities necessary to prepare for effective process mapping; essentials on which to focus during the process mapping exercise; and the maintenance activities to be expected after initial process mapping has been completed.

Remittance is the most common entry point for mobile money systems as it not only addresses significant pain points for customers but also builds trust in the system. However offering only remittance - the star product - is rarely sufficient. Expanding the product suite to offer other services and products is essential.

This Briefing Note discusses the design and implementation of a Customer and Channel Satisfaction Measurement and Management (CSM) exercise which seeks feedback from m-banking customers on important areas that influence take up and on-going use of services.  These areas should include (but not be limited to) the product, cost/charges, marketing, process and service provided by the agent.

For agents to wholly endorse the e/m-banking proposition, to motivate them to recruit customers, and to maintain float and perform transactions - sufficiently incentivising agents is extremely important. This Note discusses the basics of incentivising e/m-banking agents. It also discusses the different types of incentives and experience across different e/m-banking deployments.