Back in 2006, I wrote a post about KMC chilly wings and customer service at Bank South Pacific, it was essentially to do with a Customer Relations Management (CRM) software that they had installed. My hope at that time was that the K19 million spent on it would translate into improved services.
Now I can’t really say whether the CRM delivered on it’s investment, but what I do know is that such improvements as Visa Debit Cards, Online Banking and the soon to be launched Mobile Banking are all welcome steps in the right direction to allow us the freedom of spending less time in bank lobbies. I’m still to sort out a video camera yet, but once I do that, then I can go through the above services in more detail in addition to illustrating how the mobile banking works.
In the meantime looks like in addition to their attempts to improve customer service, they’ve also gone ahead with attempts to improve their image by coming out with a new logo. As their CEO, Ian Clyne said in a recent news report, “The new BSP brand reflects our desire to be bright, be modern and to be energetic. We want all our customers to get more out of life with BSP bank.” Mr. Clyne added that “This new branding launch is a signal for what I refer to as the new BSP adventure… We want (to) offer (to) all our clients, improved service levels, improved service quality, improved products and improved delivery channels.”
He added that besides the POM branch with it’s fresh coat of paint (see Skerah’s pics here), the other BSP branches in the country would also undergo re-branding over the next 12 to 18 months.
So with BSP’s growth in the South Pacific, should BSP also look at taking the adventure to Asia? Especially now that it has an appetite for expansion? Asian countries have the market size and they have a sizable business community in PNG, so why not? BSP currently has 3,000 corporate clients, what percentage of them are Asian businesses?
Meanwhile on the home front, BSP customers now number at 465,000 with 90% of them with Kundu Cards. Why not make it mandatory for all 90% of them to switch to Visa Debit Cards because you can still use them at ATM’s and EFTPOS machines. What you instantly get is over 300,000 Visa Debit Card holders who would be able to take advantage of services such as EsiShop.com (for mobile phone credits and EasiPay) and any other e-commerce activities. Look at how popular it’s become to buy second hand cars through their Japanese websites. Imagine anyone around PNG being able to buy and sell without being limited by access to information and access to their money.
Now that’s the sort of BSP adventure I’d like to take!