Stanbic IBTC Pension has taken a significant leap in enhancing customer experience with the inauguration of its digitally-oriented Experience Centre and the subsequent upgrade of its mobile app tailored specifically for pensioners.
According to the company, this initiative aligns with its commitment to innovation and providing top-notch customer service as the largest Pension Fund Administrator in Nigeria, entrusted with the retirement funds of over 2 million Nigerians.
Speaking at the reopening of the Stanbic IBTC branch in Abuja, Chief executive of Stanbic IBTC Pension Managers, Olumide Oyetan, emphasised the organisation’s dedication to innovation and customer satisfaction. He highlighted the importance of combining digital accessibility with periodic physical interactions to cater to diverse customer needs.
Oyetan unveiled the revamped flagship experience centre, explaining that numerous branches nationwide have undergone transformations into modern, digitally-oriented hubs.
This strategic move aims to create welcoming environments that resonate with customers, ensuring they feel comfortable during in-person interactions.
In addition to physical branches, Stanbic IBTC Pensions has invested substantially in technology and digitalisation to facilitate seamless customer interactions. Oyetan emphasised the efficiency of their mobile app, enabling clients to perform up to 90 per cent of their activities, from accessing statements to processing retirement benefits and updating personal details. This commitment to digital capabilities reflects Stanbic IBTC Pensions’ dedication to meeting clients’ needs in a dynamic and convenient manner.
Oyetan conveyed a broader message of longevity and stability, assuring customers that Stanbic IBTC Pensions is here for the long term. The Experience Centre embodies the organisation’s customer-centric approach, prioritising both clients and employees’ comfort to deliver exemplary service.
Executive director of Operations at Stanbic IBTC Pension Managers, Charles Emelue, echoed the sentiment of exceeding customer expectations. The launch of the Experience Centre underscores the organisation’s pledge to provide a platform for excellent service delivery, positioning Stanbic IBTC Pensions as a benchmark for unparalleled banking services. Emelue emphasised the goal of fostering strong identification with the brand through a commitment to exceptional service standards.
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