Case Study: Arab National Bank (ANB) achieves seamless omnichannel customer engagement and improved operational efficiency with Unifonic

Enhancing operational efficiency and security through SMS

Arab National Bank (ANB) faced the challenge of keeping mobile banking secure, immediate and trusted for customers—especially for OTPs and transaction confirmations—while driving toward a “zero branch visits” strategy. To support its ANB Mobile app and integrate communications into its CRM, the bank selected Unifonic and its omnichannel customer engagement services (SMS, voice and WhatsApp).

Unifonic implemented SMS delivery and a new monitoring dashboard integrated with ANB’s systems, giving the bank visibility into each transaction, delivery delays and customer response frequency. The Unifonic solution enabled ANB to quantify texts per customer, improve operational efficiency and service quality, reduce unnecessary customer calls about transactions, and better support secure, real‑time banking interactions.

Arab National Bank (ANB)

Abdullah Al-Amoudi

Head of Applications Support