Case Study

mBank Reinvented

mBank's new, ground-up transaction service.

Duration

14 months

Team Size

200 specialists

Channels

4 Digital channels

The Challenge

By 2011 mBank had ~3 million clients, but its transaction service looked dated. A growing tech-savvy population (1M in 2011, forecast 5.5M by 2015) demanded intuitive design, PFM tools, mobile access and social features. To remain competitive while keeping its 'banking for free' promise, mBank decided to replace its platform; the old infrastructure couldn't keep up with the pace of change.

The Solution

mBank built a new platform from the ground up. Over 200 experts worked for 14 months on a modern interface with 200+ innovations like PFM budgeting, smart search, video chat, mDeals discounts and gamification. The system integrates mobile and social channels, enabling transfers via phone or Facebook and real-time CRM. Cross-functional teams used Microsoft (.NET, SQL, Silverlight) to rapidly deliver a secure, scalable system.

Modern Digital Banking Transformation - Online banking, PFM budgeting, social integration, and gamification

Key Results

Launch adoption: ~60k customers registered on day one; ~500k within the first month

Engagement & sales: ~2M daily active users and ≈70% increase in new product applications

User behaviour: >70% of customers with access to both versions chose the new platform; log-ins grew 50% in six months

Satisfaction & recognition: 4.5+ app-store rating; the project won Efma/Accenture awards for 'Digital & Mobile Excellence' and 'Most Disruptive Innovation'

Technologies Used

Real-time CRM engineMeniga PFM engineSmart search engineVideo bankingSocial & mobile integrationMerchant-funded rewardsNative mobile applicationsGamification & UX innovations

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