ZB adopts integrated financial services model
The ZB Group’s transformation agenda has seen the change from the ZB Financial holdings business model by collapsing silos between business units to create economies of scale and leverage synergies by adopting an integrated financial services model, Zim Morning Post has learnt.
The ongoing digital transformation has also seen 16 branches being transformed to services across the country.
In an interview the Group’s Chief customer experience officer Brilliant Shumba said “The ambitious transformation journey is earmarked for the repurposing of the branches to service centres in a bid to better serve our customers under our mantra, “ONE DIGITAL ZB.” “Significant progress has been made to date in our program and Kadoma is one of the branches that has been fully configured to a service centre. Thus, a couple of days ago we were unveiling to the market our new look service centre and we witnessed its first day of operation whilst listening to our customers as they enjoyed the new services.”
Shumba also said “Our digital transformation, One-Digital ZB, is an innovative, impactful game-changer that puts the customer at the centre.”
“Our virtual platform has made the banking experience a joyful one because our clients technically have a bank in their pocket. One can do everything in the comfort of their homes or offices via the virtual service centre.”
The launching of One-Digital ZB initiative has brought together services such as banking, insurance and investment management under one roof- all this aimed at improving service delivery as well as providing an excellent customer experience.
The unique thing about this is that the customer in the service centre will not be sent from pillar to post for all the business units requirements. But a client will get all the services from just one consultant they meet.
The service centres are customized to suit the market or economic sector they serve in, for instance mining, agriculture and education. In each service centre, there is a specialized section that is manned by experts in the field geared to serve.
In an interview the ZB Group Chief Executive Officer Shepherd Fungura said the recent digital development is poised to transform the financial services in the country.
“This is the first of its kind, not only in Zimbabwe. The digital transformation will disrupt market rules,” he said.
“It is a futuristic market positioning angle that is in line with modern trends the world over. As the world changes, ZB cannot be left behind.”
“This creates sustainable business value when digital technology is eventually added to the front,” he said.
