Bank of Kigali PLC concluded Customer Service Week on October 11 with a visit to customers in Ngoma and Kirehe districts. The initiative, carried out under the theme “Above and Beyond”, was part of the bank’s continuous effort to connect with customers across the country. This outreach was also tied to the “Nanjye ni BK” campaign which aims to reshape BK’s customer service strategy with innovative approaches to improve service delivery. ALSO READ: Can we talk about customer care? Or Is it ‘Iby'Abanyarwanda’? BK understands that exceptional customer service and experience are considered key differentiators between brands and are crucial for building customer trust. Throughout the week, the bank organised activities while engaging various stakeholders, including potential customers in urban and rural areas, focusing on expanding accessibility to financial products and services. One of the key highlights of the closing event was BK’s commitment to supporting women entrepreneurs and farmers through its new initiative, “Women Financing”. Other initiatives include school fees and loans to assist parents who often struggle financially during the back-to-school period. The Women Financing initiative aims to uplift women entrepreneurs across multiple sectors by offering affordable loans and simplified application procedures. It provides up to Rwf15 million in loans without collateral with a two-year repayment period. Eligible businesses must be women-led, registered with the Rwanda Development Board (RDB), or businesses with a TIN and free from other loan obligations. Dr. Diane Karusisi, the CEO of Bank of Kigali, said: This program reflects our ambition to promote quality services. We've had meaningful conversations, with our colleagues visiting different parts of the country. Moving forward, we will consolidate the feedback received to improve our services and design products that better meet our clients' needs. Generally, we received good feedback because we visited projects that have made progress which indicates that things are improving. For instance, in Ngoma and Kirehe districts, the primary focus is agri-business. We've had several people request better agricultural products. This is something we will discuss further and find ways to design the right products in partnership with other stakeholders. Additionally, Dr. Karusisi emphasised the importance of collaborative efforts for mutual benefit. We are encouraging businesspeople to unite, as we have great examples of large projects in other parts of the country where people joined forces to build impactful and profitable ventures. These projects not only benefit the individuals involved but also positively impact the communities they serve, she said. We are in discussions with many of them about their ongoing projects, and we look forward to seeing these initiatives maturing in the coming months or years. We hope to be present at the launch of these major projects that will greatly benefit our communities as well. Annemarie Igiraneza, the Relationship Officer in the Small and Medium Enterprises (SMEs) Department, noted that the Women Financing program, which has been running for a year and a half, has registered impactful results. Initially designed for cooperatives, the program has expanded to include individual access, marking an important step forward. Notably, the loans under this initiative do not require collateral. Initially, individuals could only afford up to Rwf3 million, but the amount has now increased to Rwf 15 million, showing the program's growth and improvement, she said. We are also discussing the possibility of reducing the interest rate, which currently stands at 18 per cent annually, to make the loans more accessible. Additionally, more products are in the pipeline to help participants generate greater profits, she added. Igiraneza also noted that BK is considering creating a dedicated department for SMEs, particularly focused on women. The goal is to establish a one-stop centre where women can collaborate, address challenges, and access services more efficiently. Listening to customer feedback for future improvements Silus Niyitegeka, a member of COOPRIKI CYUNUZI, a rice farmers' cooperative in Ngoma District, expressed appreciation for BK's support over the past five years. However, he requested a further reduction in interest rates for farmers. He noted: We initially assessed loans through other banks, which took longer to process. Now, BK provides loans in less than two weeks, a sign of their quality service. For example, we took out a loan of Rwf200 million, which we expect to repay by the end of the agricultural season, and we are confident we will meet that deadline.”
