Rawbank, the leading commercial bank in the Democratic Republic of Congo, has partnered with RightCom to reinvent its customer experience.

Centralized interactions, automated processes, data-driven decision-making: a closer look at a partnership positioning Rawbank at the forefront of CX transformation in Central Africa.

In a constantly evolving financial landscape, customer experience (CX) has become a key differentiator. For banks operating in dynamic markets like the Democratic Republic of Congo (DRC), delivering an outstanding customer experience is no longer a competitive edge — it’s a strategic imperative.

Aware of this reality, Rawbank, the leading commercial bank in the DRC and holder of more than 35% market share, has partnered with RightCom to transform its customer engagement strategies. This collaboration aims to streamline operations, personalize interactions, and reinforce Rawbank’s commitment to innovation and excellence — values already embedded in the bank’s internal motto: speed, respect, and rigor.

Rawbank, a Leading Player in the Congolese Banking Landscape

Before examining the contours of this partnership, it’s worth noting Rawbank’s weight within the DRC’s banking ecosystem. Founded in 2002, the bank rose within twelve years to become the country’s leading financial institution, overtaking institutions established a century earlier. Today it serves more than 500,000 customers — individuals, SMEs, and corporates — across a network of more than 100 branches in 19 provinces, complemented by over 270 ATMs and a representative office in Brussels.

This growth is no accident. Rawbank bet early on innovation and digitalization, becoming a pioneer of retail banking in the DRC and one of the first institutions to offer card and internet-based services. Its e-wallet application Illicocash, now the number-one sponsor of Congolese football, illustrates this ability to combine financial inclusion with product innovation. In November 2025, the bank was named “safest bank” in the DRC by Global Finance magazine, confirming the strength of its trajectory.

It is in continuity with this ambition that the partnership with RightCom takes shape: a new step in structuring its customer experience, at a time when rapid digitalization across the Congolese market is redefining user expectations.

Understanding the Modern Banking Customer

Today’s banking customers expect seamless, personalized, and efficient services across all touchpoints. They want their bank to understand their needs, offer quick solutions, and ensure a consistent experience — whether online, via mobile app, or at a physical branch.

In the DRC, where digital adoption is rapidly accelerating — Illicocash alone receives more than 1.5 million visits per month — banks must meet these rising expectations while navigating technological and structural constraints specific to the market: uneven network coverage across provinces, a multiplicity of mobile payment channels (M-Pesa, Orange Money, Airtel Money), and the need to serve a highly diverse customer base, from urban individuals to SMEs in rural areas.

Rawbank’s partnership with RightCom directly addresses these challenges, leveraging advanced CX solutions not merely to meet customer expectations, but to exceed them.

The Rawbank–RightCom Partnership: A Strategic Choice

Rawbank’s decision to implement RightCom’s CX solutions reflects a forward-thinking and proactive approach, fully aligned with its strategy of agility and digital transformation. By adopting the RightCom suite, Rawbank pursues three structuring objectives:

• Centralize customer interactions — gain a unified view of all customer engagements across channels (branch, mobile, online, call center).
• Automate repetitive processes — enhance efficiency and significantly reduce response times to customer requests.
• Collect real-time feedback — enable proactive improvements based on customer insights rather than reactive adjustments.

These initiatives are designed to strengthen customer relationships, boost satisfaction, and drive loyalty — stakes that are all the more critical in a Congolese banking sector undergoing rapid consolidation, where service differentiation is becoming as decisive a growth lever as the product offering itself.

Key Benefits of the Collaboration

1. Enhanced Operational Efficiency

By automating repetitive tasks and centralizing customer data, Rawbank optimizes operations and frees up time for high-value activities. Branch advisors and customer relationship teams can now devote more time to personalized support rather than manual data entry or searching for information scattered across multiple systems.

This operational efficiency translates concretely into shorter processing times for customer requests — whether a complaint, a card application, or an international transfer follow-up — high-volume operations for a bank serving more than 500,000 customers.

2. Increased Customer Satisfaction

Real-time feedback tools help quickly identify and resolve pain points, improving overall satisfaction and reducing churn. Rather than waiting for a quarterly audit or an annual survey to detect a problem, Rawbank can now capture weak signals as soon as they appear — whether a recurring issue on the mobile app or a friction point identified in-branch.

This responsiveness changes the very nature of the customer relationship: it shifts the bank from managing complaints after the fact to continuous improvement, where every piece of feedback becomes an opportunity for adjustment rather than merely a symptom of dissatisfaction.

3. Data-Driven Decision Making

Access to complete, consolidated customer data enables smarter decisions, personalized services, and better anticipation of customer needs. For a bank operating across 19 provinces with highly heterogeneous customer profiles, this ability to leverage unified data — rather than information siloed across branches and digital channels — constitutes a major competitive advantage.

In practice, this means Rawbank can refine its offerings by customer segment (youth, SMEs, high-net-worth clients, diaspora), anticipate financing needs before they are even expressed, and precisely measure the impact of each CX initiative on concrete business metrics.

“Placing the customer at the heart of every decision is the foundation of our strategy.” — Rawbank’s Core Values

Aligning with Global CX Trends

The global banking sector is shifting toward customer-centric models, and the numbers confirm the scale of this transformation. According to a Zendesk study, 73% of customers say CX is a key factor in their purchasing decisions, and 52% would switch brands after just one bad experience.

These trends are not unique to Western markets. They hold just as true across Central Africa, where an increasingly young, connected, and mobile-first customer base applies the same standards of expectation to local banking institutions as it does to international digital platforms. A bank that fails to respond quickly to a request through its mobile app now faces the same dissatisfaction risk as an international fintech falling short on the same front.

Rawbank’s partnership with RightCom places it at the forefront of this transformation, ensuring continued competitiveness and the ability to keep pace with evolving customer expectations — a positioning consistent with the bank’s recent accolades, including the Forbes Best of Africa Innovative Banking Award, recognizing its innovative banking solutions and its commitment to financial inclusion.

What This Partnership Reveals About the Maturity of DRC’s Banking Sector

Beyond the Rawbank case itself, this collaboration illustrates a broader dynamic: the growing CX maturity of the Congolese banking sector. For a long time, differentiation among financial institutions in the DRC was driven primarily by branch network coverage or pricing competitiveness. These factors remain important, but they are no longer sufficient on their own to retain an increasingly demanding and better-informed customer base.

By investing in structured CX infrastructure rather than one-off fixes, Rawbank sends a clear signal to the market: the quality of customer experience is becoming a banking selection criterion in its own right, on par with fund security or institutional financial strength. This strategic evolution could, over time, redefine competitive standards across the entire banking sector in the DRC and Central Africa.

In Closing

The alliance between Rawbank and RightCom illustrates a simple truth: in banking, technology alone is not enough — it is putting technology in service of a coherent, fast, and personalized customer experience that makes the difference. By centralizing interactions, automating operations, and driving decisions with data, Rawbank strengthens its leadership position and establishes itself as a key player in CX transformation across the DRC and, more broadly, Central Africa.

For other financial institutions across the continent watching this transformation unfold, the message is clear: customer experience is no longer an optional differentiator — it is a condition for long-term relevance in an African banking market undergoing rapid digital transformation.

To learn more about RightCom’s CXaaS solutions, explore the Customer Experience page.

About Rawbank

Founded in 2002 by the Rawji family, Rawbank is now the leading commercial bank in the DRC and Central Africa, with more than 500,000 customers, over 100 branches in 19 provinces, and more than 1,900 employees.

A pioneer in Congolese digital banking (SWIFT since 2002, Illicocash, Facturis), it has earned numerous accolades (African Banker Award 2022/2024, Forbes Africa, “safest bank” in the DRC in 2025). Led by Mustafa Rawji (CEO) and chaired by Isabelle Lessedjina, the bank reported net banking income of $514M and net income of $212.7M in 2024, driven in particular by the mining sector.

Its mission is to serve as a catalyst for inclusive growth in the DRC, guided by the “3R” motto—speed, respect, and rigor—with an active commitment to corporate social responsibility (CSR) in the areas of health, education, and access to water and electricity.

About RightCom

Founded in April 2013, RightCom is the leading Customer Experience (CX) management company in Africa. It provides a complete suite of cloud-based solutions to measure, analyze, and enhance customer satisfaction in real time.

RightCom goes beyond software. It also offers strategic consulting and CX-focused services, including:

• Sales as a Service

• Agent Network as a Service

• Customer Care as a Service

With intelligent tools and field-tested expertise, RightCom helps organizations turn every customer interaction into an opportunity for engagement, loyalty, and sustainable growth.

With physical presence in 6 countries and operations in over 30 markets, RightCom serves some of the most demanding industries and has become the go-to customer experience partner across Africa.