This archive report was first published on 24 August 2020.
On August 24, 2020, Equity Group took a significant step in its customer service and relationship management by rolling out a universal number for all outbound communication to its customers and external stakeholders. The number, 0763 000 000, will be displayed on customers' phones when the bank calls them, making it easier for them to identify the bank's calls.
This move is part of Equity's recent rebranding as One Equity, a unified brand offering integrated financial services under one roof. The universal number embodies this goal by unifying all outbound communication to customers and external stakeholders.
According to Equity Group Managing Director and CEO Dr. James Mwangi, the measure is aimed at promoting safety measures when communicating to customers. He emphasized that customers will continue to reach the bank through its 24-hour Contact Centre by calling 100 or 0763 063 000.
Dr. Mwangi also highlighted Equity's commitment to customer security, citing the bank's investment in secure platforms and its achievement of the prestigious Payment Card Industry Data Security Standard 3.1 (PCI DSS 3.1) certification. This certification affirms Equity's adherence to international security standards related to the protection of customer information.
Dr. Mwangi advised customers to be cautious of callers asking for confidential customer information, such as passwords or PIN numbers, and to report such incidents to the nearest police station.
Equity continues to make significant strides in its innovation and digitization strategy, with its mobile and internet banking channels processing 83 percent of all transactions, and agents and merchants processing 12 percent of transactions by June 2020. The lender has over 14 million customers across the region, prioritizing digital and convenient transactions in a secure manner.
