Challenge
Choice Bank was growing, and so was the volume of customer conversations across calls and digital channels. But managing those conversations across separate systems made it harder to see the full customer journey, follow up consistently and give teams the visibility they needed. The bank needed a communication platform that could bring these interactions together, give agents better context, and help supervisors stay on top of service, without adding unnecessary cost or complexity. That meant finding a solution that was reliable, flexible and built around the way a bank actually works.
Solution
Telvoip gave Choice Bank one connected platform for managing customer communication across voice, WhatsApp and ticketing — and the impact was felt across the customer journey and the bank’s operations. Today, Choice Bank handles 5,000+ calls a month and 200+ WhatsApp messages a day, with customer issues assigned to agents through ticketing so conversations have clear ownership and follow-up. Agents also have more context when they respond. Telvoip’s integration with the bank’s core banking system helps them understand the customer they are dealing with, while call routing, missed-call visibility and live supervisor monitoring help teams respond without losing conversations along the way. Behind the scenes, the platform has also helped Choice Bank work more efficiently, delivering 40% savings on platform costs and 90% savings in airtime and communication usage costs. For Choice Bank, Telvoip became more than a communication system. It became a connected way to manage customer conversations, give teams visibility and keep service moving.
In banking, every customer conversation matters
Choice Bank is a microfinance bank licensed and regulated by the Central Bank of Kenya, serving SMEs and individual customers. Its services include supporting businesses with supplier payments across currencies and through the China corridor.
Customer experience is an important part of how the bank wants to serve and differentiate itself. That commitment was recognised when Choice Bank received recognition from the Kenya Bankers Association for Excellence in Banking Customer Experience.
We spoke to Nadine Elsie Mangala, Executive Assistant to the CEO and Board at Choice Bank, about what that standard looks like in practice, and what it takes to maintain it as the bank grows.
For Nadine, it comes down to something simple:
“Good customer service to us means that clients don't have to chase us down, that they are able to reach us and we are able to respond to their queries in minutes.”
But banking makes that harder than it sounds.
A customer might call, continue the conversation on WhatsApp, require help from another team and then follow up again. Complaints need to be investigated. Managers need visibility. And as volumes grow, the bank needs to understand not just how many conversations it is handling, but what is happening inside them.
In a regulated environment, that visibility matters.
For Choice Bank, the question became:
Can we consistently deliver and manage the customer experience across thousands of conversations and multiple channels?
So Choice Bank turned to Telvoip.
“Connected conversations give our people more time to focus on the customer.”Choice Bank customer experience team
The Challenge: The bank already had systems. The problem was what happened between them.
Choice Bank wasn't starting from scratch. They already had communication systems in place.
But as the bank grew, those systems were no longer solving the problem in the way the bank needed.
“We were looking for a better way of serving our customers at the least cost possible, but we were also looking for a robust system.”
The gaps were practical.
Conversations were fragmented. A customer could call, continue on WhatsApp and then need another team to step in. For the customer, it was one conversation. For the bank, it could look like several.
Three teams needed different things. Customer Service handled enquiries and issues. Telesales engaged customers around products and loans. Collections needed dependable follow-up. All three needed better visibility.
Leadership couldn't see enough. Which calls were answered? Which were missed? What happened during the interaction? Where did customers need to follow up?
Communication spend was difficult to control. Airtime was loaded onto individual employee lines, making usage harder to monitor. At the same time, Choice Bank wanted a more cost-effective platform without compromising reliability.
Complaints needed evidence. If a customer questioned an interaction, the bank needed to know what had actually been said.
Quality checks were manual. Supervisors could review samples, but at thousands of conversations a month, a sample could only tell them so much.
The problem wasn't a lack of communication. It was a lack of connection, visibility and control.
And those were the gaps Choice Bank wanted to close.
Why Telvoip?
For Choice Bank, price mattered. But price alone wasn't enough.
The bank needed a robust platform that could bring its communication environment together, support different teams and adapt to the realities of banking.
"Telvoip offered us all these features at a very affordable cost, and we were able to solve our client needs under one platform."
Nadine Elsie Mangala, Choice Bank
That consolidation was a major part of the decision.
“The fact that Telvoip came in to solve all those needs without us having to have fragmented communication systems really was a plus.”
The bank also needed flexibility.
During the trial, Choice Bank identified requirements specific to how it operates. Telvoip worked with the team to adapt the platform rather than asking the bank to work around the technology.
"We had a few suggestions of other things that could be added, and we really appreciated that Telvoip was willing to customize a few features for us just to suit the needs of the banking industry."
The transition, Nadine says, was seamless.
Today, 13 agents across Customer Service, Telesales and Collections work within the same Telvoip environment.
