Managing the Madness: A Sales & Marketing Guide for Surviving a Core Banking Overhaul

Navigating a Smooth Core Banking System Implementation

Upgrading your core banking is a Journey

With Nigeria’s major banks moving to new core banking applications, this transition goes beyond a system update — it’s an opportunity to strengthen customer loyalty, drive brand trust, and show the resilience of bank teams. Recent transitions by banks like Guaranty Trust Bank and Sterling Bank highlighted the challenges that comes with core banking migration: random debits, fluctuating balances, and a wave of customer feedback.

To turn these challenges into opportunities, your team can transform potential friction into moments of building trust. This three-phase strategy covers pre-implementation, implementation, and post-implementation processes — providing you with tips to keep customers informed, supported, and engaged through every stage.

Phase 1: Pre-Implementation of Core Banking System — Setting the Stage

Before the launch of a new core banking system, it’s important to prepare for the madness that is about to start. Focusing on clear, customer-centred communication and collaboration with technical teams, will pave the way for a smoother transition.

1. Collaborate with IT and Operations Early Align with tech and operations to understand the core banking transformation’s impact on customer-facing services. Make a contact list for quick issue escalation and understand the expected downtime or service interruptions.
2. Create a Clear Customer Communication Strategy Plan communication across all channels (emails, SMS, social media) to keep customers informed. A core banking implementation is a big deal — keeping customers in the loop fosters transparency and trust.
3. Tailor Messages for Different Customer Segments Core banking migration affects customer segments differently. High-value or business clients may need more personalized support, while younger customers might appreciate updates emphasizing new digital features.
4. Equip the Sales Team with Key Information Make sure sales reps are well-versed in the transition timeline, likely issues, and talking points. This preparation will help sales and marketing answer questions confidently and reassure customers about the core banking change.
5. Anticipate and Prepare for Concerns Customers have heard of past bank transitions, so anticipate questions. Create a core banking FAQ that covers likely concerns like account balance accuracy and transaction errors. Sharing these on your website, app, and branches ensures consistency across channels.

Phase 2: During Core Banking Implementation — Stay Calm, Stay Connected it’s Showtime

It’s go-time. Now is the moment to maintain real-time customer communication and deliver strong support.

1. Offer Timely, Transparent Updates If an issue arises, let customers know first. Proactively share updates via email, SMS, and social media to keep them informed. This transparency builds trust.
2. Increase Support Resources Customer inquiries can surge during a core banking transition. Collaborate with support to activate extra resources or extended hours. Accessible support ensures a smoother experience.
3. Engage on Social Media with Control and Empathy Social media is where customers often voice concerns first. Get ahead by updating them on improvements, responding quickly to comments, and reassuring customers that issues are being resolved.
4. Enable Branch Staff to Handle In-Person Customer Support Your branch staff are essential in providing face-to-face support. Equip them with easy-to-understand materials and enable them to escalate issues as needed.
5. Offer Patience Incentives Small gestures, like waived fees or loyalty points, can make customers feel appreciated. These goodwill gestures turn potentially negative experiences into positive memories. which ranges from Transfer waivers, cashback on transactions , Gift cards to your high-value customers, Priority support access etc.

Phase 3: Post-Implementation of Core Banking System — Rebuild, Reassure, and Reflect (The Damage Control)

With the new system in place, re-establish customer trust by focusing on core banking system benefits, addressing any remaining issues, and engaging customers in new ways.

1. Follow Up with Key Clients After the upgrade, check in with high-value clients. Personalized follow-up messages show you care about their experience and create positive connections.
2. Showcase New Core Banking System Benefits Now that you’re live, emphasize the new system’s benefits, such as faster processing times and better mobile functionality. Highlighting these features reminds customers of the value of staying with your bank.
3. Address Remaining Issues Transparently If glitches remain, communicate openly about them. Sharing what’s being done to resolve these issues maintains credibility and trust.
4. Gather and Act on Customer Feedback Gather feedback from customer support, social media comments, and surveys to identify any improvement areas and anticipate future issues. Sharing insights across teams helps improve future upgrades.
5. Launch a Customer Retention Campaign Reinforce loyalty by launching a retention campaign with offers like loyalty points or exclusive promotions. Focus on customer appreciation to solidify their relationship with your bank.

Reducing Customer Churn During Core Banking Transition

A significant risk in any core banking transition is customer churn. Here’s how to reduce churn and keep customers feeling valued.

1. Build Strong Customer Relationships All Year Clients who feel appreciated are more likely to stay. Focus on building strong relationships year-round, not just during upgrades.
2. Maintain Consistent Communication Nothing frustrates customers more than inconsistent information. Stick to planned communications and ensure messaging is aligned across all channels.
3. Show Appreciation Heartfelt “thank you” messages or small tokens like waived fees show customers you value their patience.
4. Emphasize the Bank’s Core Strengths While Neobanks offer tech-savvy solutions, emphasize the strengths that set your bank apart: reliability, a deep understanding of customer needs, and access to in-person services. This reminds customers of the unique value your bank offers.

Final Thoughts

A core banking application change can be very challenging, but by prioritizing transparency, preparing your team, and focusing on the customer experience, your bank can make the transition a positive one. By tackling each phase with thoughtfulness and a customer-centred approach, you’ll turn obstacles into opportunities and build stronger customer relationships in the process.

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You can download my free Core banking Implementation Checklist for the Sales/Marketing Team