Microcred Senegal (MCSN) has embedded client centricity into the core of its business model, developing innovative products and services that better meet the needs of peri-urban and rural clients.
Interested in reaching this largely unbanked population, MCSN partnered with IFC (International Finance Corporation) to conduct research, listening to its potential clients’ views on the real and perceived barriers to banking. Microcred’s Pulse mobile application and Baobab agent network now bring banking services to the client, and new loan and service options better meet their needs.
MCSN understands that client centricity is more than creating a customer service desk or making ambitious statements. It is a transformation of an organization’s business model to provide value at each phase of the client lifecycle.
Their experience shows the importance of investment in people, processes, and technology. Client centricity is a journey that requires leadership commitment, the development of internal capabilities, and support for a long-term and sustained vision.