FirstBank FY'10 & Q1'11 Investor & Analyst Presentation
Summary &
Strategy &
Transformation
Risk Mgt &
Corporate
Financial
Review
Operating
Environment
Highlights
Outlook
Governance
We have continued to transform our service delivery based on
customer feedback and our competitive environment
FirstBank
Since 1894
Transforming Service Delivery
Centralised Processing
Branch Transformation
Manning/Front-Line
Transformation
Issue Resolution/
Customer Experience
& Branch Process
reengineering
Channel Optimization
& Migration
Continuously identify
and resolve customer
issues; monitor our
customer
experience, and
prioritize improvements
based on customer
feedback
• Centralise transactional
processes and optimise
branch processes, to
drive
standardisation, reduce
transaction processing
times, and decongest
the branches.
.
Improve our branch
ambience, increase
awareness of our
products & services, and
encourage customer
migration to alternative
channels
Optimise our manning
structure, empower
staff, and align our front-
line staff with our service
delivery mandate
Optimise costs and
increase customer
satisfaction by ensuring
alternative channels
work, and migrating
customers to appropriate
channel (based on
segment needs and
requirements)
CUSTOMERS
RST
FirstContact
welcome
to
FirstBank
0700 FIRSTCONTACT
(0700-34778-2668228)
[email protected]
Truly the first
FirstBank FY'10 & Q1'11 Investor & Analyst Presentation - 28/04/2011
M
Firstan
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