Revolutionizing Banking: Infosys Finacle Standard Bank Mobile Teller
                     Standard Bank:  
Elevating the Branch Banking 
Experience
STANDARD BANK 
TRANSFORMS THE BRANCH 
BANKING EXPERIENCE
Profile
Established in 1862, Standard Bank is one of the leading banks in Africa today, with 
a market capitalization of US$ 23 billion and assets with US$ 2 trillion in assets.  
The Bank has a presence in 18 countries across Southern Africa. 
Elevating the customer for staff.  The idea was to digitally empower the tellers 
in every branch to make the banking experience quick, 
experience at the branch easy, and contextual for customers. The Bank decided 
In a market that has rapidly changing customer demands, to implement the solution in five countries – Malawi, 
being agile is a top priority for Standard Bank. Since the Zambia, eSwatini, Lesotho and Zimbabwe – that were 
branch network continues to be a competitive advantage already running their entire operations on multi-tenant 
in Africa, the Bank set out to understand what kind of infrastructure for Finacle, with the sensible approach of 
in-branch experiences its customers desired. Expectations unifying and transforming the processes across this region 
included faster turnaround time, single window clearance in one go. The Bank also decided to leverage the Finacle 
for multiple types of transactions, paperless banking, Digital Engagement Hub so it would be able to offer a 
and contextual experiences that were simple for both consistent experience to customers in all five countries and 
customers and the tellers who served them. build a variety of API-led use cases that branch staff could 
utilize to serve customers. 
The Bank realized that it would be able to fulfill these 
expectations only by transforming its branch operations The implementation was the first of its kind in the group 
according to digital principles. It was also clear that and was also among the first to run fully on a modern, 
employee experience had to elevated in order to improve completely open source technology stack built on Jboss, 
customer experience. Linux and next generation infrastructure.
Transforming the branch 
banking experience
After a detailed evaluation, Standard Bank selected Finacle 
Mobile Teller, a web-based branch banking mobile solution 
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Business Benefits
In a matter of 22 weeks, 107 branches were brought on board, at the rate of 1 branch  
per day. The impact was remarkable. 
Transaction turnaround time shortened by 40 percent by making only the required 
screens and process flows available on mobile devices
32 manual branch processes were digitized 
The capacity of existing branch resources increased by 37 percent
Branch operating costs reduced by 14 percent 
Over 90% improvement in process efficiencies across branches 
At the same time, the experience of customers and tellers improved dramatically 
Branch processes became so much simpler that the time needed to train staff came 
down from 1 week to a mere 2 hours
Ensuring world class customer experience is a key priority for Standard Bank and ensuring this at 
non-digital touch points such as branches, was a challenge. The implementation of ‘Moby’, Finacle’s 
Mobile Teller Solution as we call it, has been a significant step in our journey towards customer centric 
digitization and process optimization. ‘Moby’, in combination with our existing Finacle Omnichannel 
Hub has been a game changer in helping us provide the best banking experience in Africa.
Klaas Kruger, Former Chief Information Officer – Africa Regions 
Standard Bank
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About Infosys Finacle
Finacle is the industry-leading digital banking solution suite from EdgeVerve Systems, a wholly owned 
product subsidiary of Infosys. Finacle helps traditional and emerging financial institutions drive truly 
digital transformation to achieve frictionless customer experiences, larger ecosystem play, insights–
driven interactions and ubiquitous automation. Today, banks in over 100 countries rely on Finacle to 
service more than a billion consumers and 1.3 billion accounts.
Finacle solutions address the core banking, omnichannel banking, payments, treasury, origination, 
liquidity management, Islamic banking, wealth management, analytics, artificial intelligence, and 
blockchain requirements of financial institutions to drive business excellence. An assessment of the 
top 1250 banks in the world reveals that institutions powered by the Finacle Core Banking solution, 
on average, enjoy 7.2% points lower costs-to-income ratio than others. 
For more information, contact [email protected] www.finacle.com
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