MCB Bank is one of the oldest and most prominent banks in Pakistan, and also the first one listed on the London Stock Exchange in 2006. Their extensive presence is demonstrated by their operations across 1,400 branches and 1,480 ATMs at the domestic level besides 8 overseas branches in UAE, Bahrain, and Sri Lanka.

Despite their strong history, the client faced issues with managing their legacy digital banking applications. Multiple applications hindered usage while the outdated technologies severely limited functionality. Techlogix helped address these issues by implementing the complete Oracle Banking Digital Experience (OBDX) system, completing the transformation in record time, and ensuring the client’s operational efficiency was maintained.

The Challenge: Limited Functionality and Security Risks

MCB Bank was using legacy systems to support a suboptimal digital banking experience. Users had to navigate several different applications which were neither intuitive nor provided adequate support to carry out basic transactions like billing and bookings. Some of the challenges that their customers faced are outlined:

• Inefficient UI Design: The design was basic, non-intuitive, and didn’t offer much value to the end-user.
• Security Risks: Platform security needed to be strengthened to meet the latest regulatory requirements.
• Missing Key Integrations: The client platform lacked crucial integrations, such as 1BIll and Raast payment gateways as well as key billing and payment options.
• Legacy Apps: The client was using separate legacy apps for iOS, android and web, each with separate releases.

Considering these challenges, the client partnered with Techlogix to improve customer experience.

Solution: End-to-End Digital Banking

With their extensive experience in the digital banking landscape, Techlogix was quick to identify gaps in the client’s offerings. They revamped client applications with improved UI/UX, critical security controls, and multiple integrations to deliver a complete and comprehensive digital banking experience in a single application.

• Unified Digital Experience: The hybrid apps have separate dashboards for mobile and web and consolidate all the new features in a single app.
• Enhanced Security & BMV: Biometric verification (BMV) and Face ID login ensure device binding and eliminate security risks associated with traditional login methods. Moreover, end-users now have alternate authentication options within the mobile app as well as a force update feature to ensure additional security.
• UI/UX Improvements: Techlogix modernized the UI/UX to align with the MCB brand aesthetic. The app also loads faster now and requires fewer steps to execute different tasks and transactions.
• New Features & Capabilities: Features like SMS/email alerts, push notifications, quick balance, loan repayment, and debit and credit card services are now available in the app. Users can also check exchange and interest rates, obtain account maintenance and withholding tax certificates, and manage financial transaction limits.
• Customer Feedback & Queries: The OBDX app for MCB also contains dedicated sections for complaints, feedback, live chat, feature-wise FAQs, and multilingual (Urdu and English) support for customers.
• Faster Payments: 1Bill and Raast payments (no fee transactions) gateways enable real-time payments.
• Roshan Digital Accounts (RDA): Roshan Digital Accounts enable expatriate customers to easily manage remittances and investments.
• Biller Onboarding: Onboarding additional billers has made it possible to make payments to utilities, universities, and various national and international e-commerce merchants.
• Broader Scope of Transactions: Customers can now make donations, e-commerce payments, payments against CNIC through cash and cheque, and even Telco mobile top-ups all within the app.
• Third-Party Integrations: Integrations with Bookme (online ticketing and hotel booking solution), AdamJee Insurance, and Peakaboo (for deals and discounts), further expand usability.

The Technology: Three-Tier OBDX Implementation

Techlogix provided a team of techno-functional consultants with full stack development expertise to realize the web and mobile hybrid applications. They worked alongside technical management and solution architects, following scrum methodology and CI/CD deployment principles to implement the complete OBDX solution over several iterative releases.

The new platform combined Oracle technologies with modern web development frameworks to provide a full-circle digital banking experience across devices. Techlogix implemented OBDX as the core platform integrated with KnockoutJS, Java, and Cordova-based hybrid technology, leveraging REST APIs for secure data exchanges. Besides this, the three-tier architecture consisting of the web, application, and database tier, ensured additional security, scalability, and optimal performance.

Key Benefits

The implementation of OBDX enabled the client to dramatically improve usability and subsequently increase their active customer base. The new platform empowered end-users by allowing them to perform transactions and inquiries autonomously and securely within the app. The major business value provided to the client is discussed below:

• Higher User Engagement: : Improving platform usability and security attracted more users, thereby increasing active users from around 100k to nearly 1.5M.
• Elevated Customer Satisfaction: Faster response times for customer queries and feedback improved overall customer satisfaction.
• Extended Global Reach: The introduction of the RDA provided local payment options to international customers (expats), further solidifying the bank’s global footprint.
• Enhanced Flexibility: Customers had more payment options like donations and e-commerce transactions while third-party integrations also offered more value to customers.

Conclusion

By consolidating multiple legacy apps into a unified and intuitive enterprise platform, Techlogix has expanded the scope of MCB’s digital banking offerings. This has significantly improved customer experience and retention by providing real value aligned with customer needs. Furthermore, deploying advanced features and real-time payment capabilities has reinforced the bank’s leading position in the banking landscape. Techlogix’s commitment to excellence has empowered MCB to offer a more secure, efficient, and user-friendly banking experience for millions of customers.