Guaranty Trust Bank (GTBank), recently awarded the title of “Best Bank in Corporate Social Responsibility in Nigeria” at the 2024 Euromoney Awards, is earning praise for its transparent approach to a current service enhancement.
The primary subsidiary of Guaranty Trust Holding Company Plc (GTCO) has proactively informed customers about the planned system upgrades and has provided ongoing updates throughout the process.
This dedication to transparency has been positively received by customers. Facebook user Chinedu Dike commented on October 15, 2024, “At least GTB has been keeping their customers informed and offering regular updates. That’s commendable.” Dike’s remark followed an announcement from GTBank, part of the GTCO group led by Chief Executive Officer Segun Agbaje, which reported a record profit before tax of N1.004 trillion in the first half of 2024.
The bank’s proactive engagement has resonated with other customers as well. Social media user Hon. Kemdiri Precious thanked the bank, stating, “Thank you so much for your updates and innovations.” These comments illustrate the positive feedback regarding the bank’s efforts to reduce the inevitable disruptions associated with enhancing its information technology infrastructure, aimed at providing improved services in the future.
To mitigate customer inconvenience, the bank extended its branch operating hours until 6 p.m. on Monday, October 14, 2024, and by the next day, announced the resumption of services on its digital banking platforms. “We are pleased to inform you that services on our Digital Banking Channels are online, and all our branches nationwide are open to serve you… We are diligently fine-tuning…” the update stated, highlighting the institution’s commitment to customer satisfaction.
Customer feedback indicates that these measures are effective. Account holder Halima H. Mohammed shared, “My mobile app is functioning perfectly; I just made a transfer to my Opay,” confirming the restoration of the bank’s services.
In a similar vein, Abari David noted that “USSD is now operational, but I am unable to retrieve account details,” while Ehimen Barbara reported, “The app is working well now; I just made several transfers, but I can’t see my past history, and the new receipts lack transaction detail information.”
These responses illustrate that while services have mostly been restored, the bank is still fine-tuning and enhancing its systems.
GTBank’s IT upgrade focuses on implementing a more advanced version of the Finacle Core Banking Application System.
This cutting-edge platform aims to manage higher transaction volumes, boost operational efficiency, and enhance customer security, sources indicate.
“The bank’s objective is to deliver a smoother and more secure digital banking experience that aligns with the changing needs of its customer base,” insiders have reported.
Although the transition caused some temporary interruptions, GTBank’s ongoing communication and rapid restoration efforts have reassured customers, as confirmed by various checks.
Recently recognized as Nigeria’s Strongest Brand and Best Banking Brand by Brand Finance and Global Brands Magazine, GTBank’s commitment to customer satisfaction remains steadfast, as indicated by sources.
As the bank continues to work diligently to complete the upgrade, it expressed appreciation to its customers, stating, “We thank you for your patience during this transition; your ongoing trust is invaluable to us.”
With the successful upgrade to a more advanced Finacle system, GTBank not only reinforces its technological infrastructure but also bolsters the trust and loyalty of its customers.
“The bank’s commitment to innovation, transparency, and customer service ensures that it will maintain its leadership in Nigeria’s competitive banking sector,” experts say.
