Digital Banking Redefined: How City Bank Used CityTouch to Boost CX & Financial Inclusion
Brain Station 23 helped City Bank launch CityTouch, an award-winning internet banking solution, that helped them onboard close to 500 000 users in 2022.
Plaforms
Web, Mobile, Desktop
Technology Used
iOS, Android, XAML, Java, Objective C, Spring
Industry
Fintech
Tags
Digital Banking, Custom App, CBS Integration
Overview
City Bank, a leading pioneer in Bangladesh’s banking sector, set out to transform its services to meet evolving customer expectations through digital banking transformation. Brain Station 23 partnered with City Bank to develop CityTouch, an innovative internet banking solution and mobile banking app that streamlined operations and supported financial inclusion across key regions in Bangladesh.
Challenges
- City Bank needed to adapt to rapid technological changes in the banking industry through effective digital banking transformation.
- Consumers demanded seamless, secure, and convenient digital banking services with enhanced user experience.
- Traditional banking processes limited customer access in remote areas, challenging financial inclusion goals.
- Integration of biometric authentication in banking apps was essential for improving security and ease of access.
- The bank faced pressure to increase customer engagement while reducing reliance on physical branches through innovative core banking software and mobile banking technology.
Solution
- Brain Station 23 developed CityTouch, an award-winning digital banking platform featuring cross-platform mobile banking apps for Android, iOS, and Windows.
- Implemented MYCA for effective card management within the internet banking solution.
- Integrated biometric authentication banking features to enhance security and user convenience.
- Designed a secure mobile banking application with innovative features such as fund transfer via email, improving the overall digital banking user experience.
- Ensured seamless performance across devices to increase digital banking customer engagement.
Impact
- Achieved over 446,000 CityTouch users by 2022, placing City Bank at the forefront of digital banking in Bangladesh.
- Supported financial inclusion by expanding access to remote regions through mobile banking technology.
- Facilitated transactions exceeding USD 3 billion through the CityTouch platform, generating USD 430,000 in income in 2022.
- Reduced branch visits by over 97% for Employee Banking customers, enhancing operational efficiency with the core banking software.
- Contributed to improved user experience, driving stronger customer engagement and satisfaction.
Financially Inclusive Digital Banking
Modernize your financial services with Brain Station 23’s expert digital banking solutions to reach customers no matter their location.
Contact us today to learn how we can help your institution drive digital banking innovation, expand reach, and deliver secure, scalable solutions that support financial inclusion and superior customer experience.
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