SUCCESS STORIES / Digital Customer Experience

Scaling mobile money services in emerging markets

How a world’s leading mobile money service provider brought a paradigm shift in its services and rapidly scaled across the African market

Background

More than a billion people have cell phones in emerging and developing markets, but they lack bank accounts. People in the low-income bracket tend to transfer their money using informal networks, which involve high transactional costs and are theft prone. Mobile money is starting to fill this gap by offering various financial services over mobile phones, from simple transfers between friends and family to more complex banking services.

The global mobile money market size is expected to grow from USD 3.4 billion in 2019 to USD 12.0 billion by 2024 at a CAGR of 28.7%. With the growing number of mobile phones and increasing network coverage in developing countries, service providers have developed innovative mobile money services that bring the world to the customer’s fingertips.

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61%improvement in high-quality releases

70%reduction in the cost of test execution

Client Situation

Our client is Africa’s most successful mobile money service provider and the region’s largest fintech platform. They were facing challenges with scaling their services across the region and catering to a growing customer base.

They wanted to expand to new markets and accelerate introducing new offerings to match the growing market demands and customer expectations. However, their existing mobile money platform was not agile enough, hindering their ability to scale.

How can they move away from a traditional platform and launch products faster, and be the market leader in this scenario?

Prodapt’s unique transformational capabilities enabled the client to reimagine their mobile money service and expand their business across new markets.

Diagnosis

The client had to introduce new products faster and with better quality. They needed migration support to move to a new platform for better scalability.

They were constantly facing challenges in delivering new features and entering new markets due to a huge dependency on manual processes, which led to longer testing cycles, backlogs, and high defect rates. There was also a significant scope of improvement in release quality and customer experience.

Solving It

Prodapt started by understanding the client’s long-term vision and providing end-to-end business transformational solutions to mass-scale their mobile money services.

We helped them migrate from legacy to modern mobile money service platforms. We worked with the client’s business team to strategize and define new product launches in existing and new markets.

As the product owner and business analyst, we defined functional requirements and worked closely with the technology team to develop and implement new products and services. Our agile coaches provided training and introduced best practices to accelerate the delivery of new versions and functionalities.

We overhauled the testing processes and implemented our test automation framework to help them identify defects faster and accelerate test productivity and cycle times.

We also provided technical support for all markets, with continuous performance and customer experience improvement.

The client could get high-quality releases out to the markets by 61% and reduce test cycle time from weeks to less than 2 hours. Their cost of test execution per market went down by 70%.

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