I&M Bank redefines banking with seamless digital access
I&M Bank, founded in 1974, is a leading Kenyan commercial bank and a subsidiary of I&M Group Plc. Operating in Kenya, Mauritius, Tanzania, Rwanda, and Uganda, it serves diverse customers. As the first in Kenya to remove fees for transactions between accounts and mobile wallets, it continues innovating with its I&M On The Go (OTG) App.
600,000
In an AI-driven world, legacy systems don’t just slow you down — they shut you out of real growth. To compete, banks need a modular foundation built for speed, intelligence, and scale.
customers
$3 billion
In an AI-driven world, legacy systems don’t just slow you down — they shut you out of real growth. To compete, banks need a modular foundation built for speed, intelligence, and scale.
in total assets
Nairobi, Kenya
In an AI-driven world, legacy systems don’t just slow you down — they shut you out of real growth. To compete, banks need a modular foundation built for speed, intelligence, and scale.
houses the headquarters
Goals & challenges
In 2021, I&M Bank embarked on a transformation journey, partnering with Backbase to enable real-time access to its products and services via mobile and internet banking. The bank sought to enhance its website, app, call center, and branches, while strengthening its Corporate and Institutional banking, expanding its reach, and diversifying revenue through key customer segments.
Solution
The 2021 partnership marked a pivotal shift in I&M Bank’s focus on the retail market, transforming its operating model. By leveraging Backbase’s Onboarding for mobile and web, it became the first in Africa to adopt this technology, achieving impressive growth. Expanding to corporate and SME banking, the unified platform accelerates innovation, streamlines operations, and enhances customer satisfaction.
Results
The enhanced platform has given I&M Bank a competitive edge in the market, as well as enhanced customer satisfaction and loyalty.
44%
reduction in customer acquisition costs on the app
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Streamlined
account opening process for SMEs via the Solo Biz Account
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Launched
digital lending capabilities
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Consolidated
digital infrastructure into a unified platform
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4.2
Apple AppStore rating
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Accelerated
ability to launch new products and features
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The partnership with Backbase has been instrumental to our digital transformation and growth strategy. Backbase has helped us to deliver a seamless and innovative digital banking experience to our customers, while also reducing our operational costs and time-to-market. As we progress in our growth journey, we are excited to continue this collaboration, driving forward digital banking innovation and excellence.
Backbase
Ready to take the next step?
Backbase
Discover how a flexible, customer-first digital strategy can transform your bank.