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MCB delivers frictionless banking for every customer

Mauritius Commercial Bank (MCB) is the largest commercial bank in Mauritius with $18 billion in assets. Headquartered in Port Louis, MCB operates across the Indian Ocean Islands territory with an established footprint across Madagascar, Maldives, and Seychelles. With a total customer portfolio of around 1.1 million people, MCB is committed to providing a seamless digital banking experience for its customers. Since 2018, MCB has been dedicated to expanding its capabilities, leveraging the robust engine and platform capabilities offered by Backbase to orchestrate seamless customer journeys across multiple territories.

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  • Bank type
    Commercial bank
  • Journeys
    Daily banking
  • HQ
    Port Louis, Mauritius
  • Size
    $18bn in total assets

Goals & challenges

MCB initiated a digital transformation journey in 2018 with a clear vision: Solidify its market leadership by strengthening customer centricity, enhancing scalability, and promoting agile development. Their legacy systems, although solid, were no longer enough to serve these ambitions, leading to a strategic partnership with Backbase.

Solution

MCB's decision to partner with Backbase was driven by several key factors. Its platform offered ready-made journeys and room for custom ones, providing efficiency and the autonomy for their in-house teams to differentiate with unique features. The open and composable nature of the Backbase platform not only aligned with the bank's in-house development strategy but also ensured seamless integration with their existing technology stack. This move liberated them from vendor constraints, paving the way for fast innovation within the bank.

Results

Since its transformation, MCB has undergone a significant shift in customer engagement, establishing itself as a leader in providing customer-first banking experiences in the Indian Ocean islands.

11 months

to launch of a new mobile app

70%+

customer satisfaction across retail, business, and wealth

51%

YoY increase in retail transactions after launch

2-3 months

to introduce new features on its SME app

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SME banking has traditionally been overlooked, but there is a significant opportunity to change how small businesses do banking by properly addressing their needs. JuicePro, our new app, has listened to the market and taken our SME services mobile to smoothen all journeys. However, this is just the first step to revolutionising our entire offering. We’re very excited about continuing this journey with Backbase, who have managed to take a complex set of business lines and provide a holistic view so we can maintain the very highest quality of user journeys.

Dominic Provençal, Head of MCB Overseas of Mauritius Commercial Bank

[MCB]-[Color]

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