Case Study: NCBA Bank cuts issue resolution time by 50% and lowers TCO with OpenText SMAX

Micro Focus SMAX supports process alignment in merger while improving TCO, and reducing issue resolution time by 50%

NCBA Bank Kenya, formed by the merger of NIC and CBA, is the largest retail bank in East Africa with over 35 million customers and a regional presence across several countries. The merger created a complex environment of people, processes and more than 120,000 configuration items, requiring a scalable, low-TCO platform with strong automation and a user-friendly mobile self-service experience to unify IT and business operations and speed customer engagement.

NCBA implemented Micro Focus SMAX with partner Hakken in just six weeks, leveraging out-of-the-box workflows, automated discovery, smart virtual agents and ML-driven ticketing plus a 750-item service catalog and mobile approvals. The deployment halved issue resolution time, reduced ticket volumes, improved customer satisfaction and lowered TCO, while enabling faster self-service, fewer manual tasks for 250 agents and rapid ongoing process improvements.

NCBA Bank

Timothy Mburu

Head of IT Service Management