TouchForce proudly announces the launch of its latest initiative, “Bytes Speak Up,” designed to weave an unparalleled gateway to insights in customer experience.
This significant advancement comes on the heels of Access Bank PLC’s successful implementation of a comprehensive observability platform from TouchForce, empowering the bank to enhance customer engagement across its channels for 5 years.
In a dynamic banking landscape, Access Bank Plc. is a full-service commercial Bank spanning three continents, 18 countries and 49+ million customers recognize the imperative need for real-time insights and streamlined customer interactions. The implementation of full stack observability innovative platform marks a pivotal step in addressing evolving customer challenges, positioning the bank at the forefront of the financial services industry.
Emmanuel Morka, CIO Access bank PLC – Ghana under whose guidance the initiative got steam said ” “Bytes Speak Up” bridges the gap by correlating independent signals to deliver meaningful insights, ensuring that teams can take ownership of customer issues with precision and clarity. With the introduction of APM, we are eliminating the painstaking process of the past and paving the way for a culture of accountability and responsiveness. Our teams now have access to real-time data and performance dashboards that empower them to take ownership of their work, foster self-sufficiency and innovation. Teams are now empowered with the ability to build and monitor their own alerts. The autonomy has inspired our team to engage more fully with their projects, driving both personal and professional growth. The impact of the APM is already evident, as the teams understand customer interaction better than ever before enabling us to remain at the forefront of customer satisfaction.”
Speaking with Stephen Adjei, Team Lead, Digital Payment Business at Access Bank PLC, Ghana said, ”We are thrilled with the exceptional service provided by TouchForce and their “Get it Right” approach, which has truly made project agility a reality for us. The Application Monitoring Tool offers a comprehensive 360-degree view of our entire digital application ecosystem, allowing us to proactively address customer pain points before they escalate. Their unwavering support and commitment to resolving issues—never accepting “NO”—have been instrumental in transforming the stability and availability of our digital platforms. Choosing the APM tool suggested by them has been a decision we absolutely do not regret”.
Syed Shahan, Founder of TouchForce said “In a detailed exploration of Access Bank’s ecosystem spanning over 60 hours, we uncovered critical signals that guided the development of a tailored solution, all while integrating seamlessly with the bank’s existing infrastructure. Access Bank’s technology team have mastered the ART of EXECUTION. Their approach to customer delight is ethically aligned, powering progress with purpose.
TouchForce’s commitment to empowering financial institutions underscores its role as a leader in customer experience technology. This launch is not just advancement in software but a call to action for the industry to prioritize customer-centric strategies. As TouchForce continues to innovate, the company remains dedicated to providing impactful solutions that resonate with the needs of today’s consumers including Transaction Monitoring, Anti Money Laundering solutions, Dark Web monitoring and more. Shahan says” The era of continuous brilliance starts from understanding underlying noise and ends at customer impact and we are here to deliver the same”
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