Case Study: Fidelity Bank Ghana Limited achieves account opening TAT reduction from 4 days to 15 minutes and 70% improved first-time-right processing with Newgen Software

Fidelity Bank Ghana Enhances Customer Experience by Digitizing its Account Opening Process with Newgen

Fidelity Bank Ghana, a leading privately owned Ghanaian bank serving over one million customers across 75 branches and 4,000+ agents, sought to modernize its manual account-opening process that caused long turnaround times, frequent errors, poor tracking, and reputational and compliance risks. The bank was heavily dependent on walk-ins and branch staff, lacked centralized document archival and reporting tools, and needed a more consistent, customer-friendly onboarding experience.

Partnering with Newgen, Fidelity implemented a unified web-based online account opening solution that enabled instant document upload, automated KYC and duplicity checks, case tracking and reporting, alerts, and digital document management. The result was a dramatic reduction in TAT—from an average of four days to 15 minutes—first-time-right processing improved by 70%, customer wait times dropped by 75%, and the bank achieved better compliance, lower operational costs, and improved visibility and control.

Fidelity Bank Ghana Limited