Case Study: The First MicroFinanceBank achieves faster digital customer service and 45% higher chat engagement with Genesys PureEngage

The First MicroFinanceBank - Customer Case Study

First MicroFinanceBank Ltd (FMFB‑P) is Pakistan’s leading microfinance and commercial bank in Northern Pakistan, focused on closing social and economic divides by improving access to financial services. Despite strong impact and growth, the bank faced operational friction from siloed systems—making routine tasks like generating PINs and activating cards slow—and missed customer interactions across channels, limiting productivity and its ability to introduce digital services.

FMFB‑P implemented the Genesys PureEngage contact center, deployed by C Square, to give agents a single omnichannel desktop and launch IVR, live chat and social channels—going live in eight weeks. The change sped agent scaling and outbound campaigns and delivered measurable gains: 45% more chat interactions, over 400,000 social likes, roughly 40,000 new cards issued, loan inquiries and card issuance doubling month‑over‑month, a 33% drop in average handle time, sub‑three‑second queues, sub‑one‑minute social responses and an NPS above 90%.

The First MicroFinanceBank

Abdul Mannan

Unit Head of Customer Services