Lessons from private

sector

1. Capitec Bank

Context

© Capitec Bank Limited 3

Established in 2001

Over 7.3 Million clients

720 Branches nationwide

Over 11400 employees

Context

© Capitec Bank Limited 4

• unique positioning

• unique product

• unique service experience

2. What innovation means

© Capitec Bank Limited 6

Pioneering

Client –Centricity: Making the life of the user easier – Remove the

clutter

Simplicity – Through use of technology, simplistic model

Cost-Saving- Innovation has to cut cost in production and ultimately

reduce cost for clients doing business with you

Improve efficiencies- Innovation should enable you to measure service

you give to your clients and point out gaps in the service. It should

enable you to look at your service from customer’s point of view

© Capitec Bank Limited 7

3 types of innovations:

• REVOLUTIONAL : Disruptive

• EVOLUTIONAL: improving on current processes and way of doing

business

• SUSTAINING INNOVATION: Improving product offer

3. How innovation has improved

customer satisfaction

© Capitec Bank Limited 9

• Paperless banking

• Use of bio-metric recognition and camera’s to safeguard security and

allow clients freedom to interact with us without having to produce their

ID’s.

• Global-one product, which enable clients easy of use and personalized

to suit clients needs.

• Our unique service experience is made up of the systems and

processes we put in place to support decision-making as delivered by

employees.

4. Collaboration with government

Capitec Foundation

Activities

capitecbank.co.za

A registered credit provider. NCR Reg. No.: NCRCP13 Capitec Bank Limited Reg. No.: 1980/003695/06