NCBA Group Chief Executive Admits to Challenges With System Upgrade

NCBA Group Chief Executive Admits to Challenges With System Upgrade

John Gachora, NCBA Group Managing Director.

NCBA Group Plc managing director, John Gachora on Friday assured their customers that they will have offer an efficient customer service once they complete its core banking system upgrade.

He was responding to complaints from customers as a result of the upgrade. 

“I never thought I would say this, but Technology is a bitch! It has dictated our customer service this week. But, the people you have believed in are there and NCBA Bank Kenya will deliver once this technology problem is resolved. Wish I did not have to say that,” he responded to Ms. Wayua Muli, Editor, Saturday Nation.

Ms. Wayua had complained that she has experienced “a lot of terrible customer care and experience in my life”.

Earlier, the bank in a statement had said “The system interaction has led to intermittent service in some of our channels. This has been inconveniencing and in some cases painful to you.”

The system integration is a result of NIC Group PLC and Commercial Bank of Africa Limited (CBA) merging into NCBA Bank Kenya PLC in 2019.

This made them become the second largest bank in Kenya by customer deposits, the third-largest by total assets, and a market leader in Corporate Banking, Asset Finance, and Digital Banking.