Case Study: United Bank for Africa (UBA) achieves a seamless omnichannel customer experience and 15% faster MTTR with INETCO Insight (INETCO)

How UBA guarantees the delivery of a seamless, omnichannel banking experience

UBA, a Pan‑African bank headquartered in Lagos with operations in 19 countries and more than 8 million customers, processes over 2 million transactions daily across branches, ATMs, POS, online and mobile channels. As UBA expanded its e‑banking services, it faced growing risk of undetected slowdowns and failures across complex, multi‑channel and third‑party systems and needed a way to proactively manage transaction performance and gain end‑to‑end visibility.

UBA deployed INETCO Insight, a passive, network‑based real‑time transaction monitoring platform that provides an aggregate view of every customer transaction across channels, alerts teams to performance issues, and pinpoints the exact failure point without agents or code changes. The solution improved mean‑time‑to‑repair by 15%, reduced ATM maintenance stream costs by 2%, boosted system uptime and first‑call resolution, and enabled proactive, omnichannel customer support and faster root‑cause resolution.

United Bank for Africa

Nosakhare Ehigie

Unit Head, POS Support, UBA