Case Study: African Bank simplifies call center verification with Entersekt GSM authentication

African Bank saves 250 consultant hours per month with Entersekt GSM authentication

African Bank, a South African retail bank, faced a challenge with its call center verification process. The existing system was inefficient, as it often defaulted to time-consuming security questions when customers called from landlines or unregistered numbers and did not have their PINs available. This process was adding significant time to each call. The bank partnered with vendor Entersekt to implement its GSM authentication solution to streamline verification.

Entersekt's solution simplified the process by sending a single USSD message to the customer's registered mobile number at the start of a call, requiring no app or additional registration. This secure, accessible method worked even for customers with feature phones. The results were significant; African Bank saved 250 consultant hours per month just five months after implementation, allowing them to reinvest that time into serving customers.

African Bank