Rawbank and RightCom: Reinventing Customer Experience in the Banking Sector in the DRC

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, 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.

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, banks must meet these expectations while navigating technological and structural constraints. Rawbank’s partnership with RightCom directly addresses these challenges, leveraging advanced CX solutions to exceed customer expectations.

The Rawbank–RightCom Partnership: A Strategic Choice

Rawbank’s decision to implement RightCom’s CX solutions reflects its forward-thinking and proactive approach. By adopting the RightCom suite, Rawbank aims to:

Centralize customer interactions
Gain a unified view of all customer engagements across channels.

Automate repetitive processes
Enhance efficiency and reduce response times.

Collect real-time feedback
Enable proactive improvements based on customer insights.

These initiatives are designed to strengthen customer relationships, boost satisfaction, and drive loyalty.

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.

2. Increased Customer Satisfaction
Real-time feedback tools help quickly identify and resolve pain points, improving overall satisfaction and reducing churn.

3. Data-Driven Decision Making
Access to complete, consolidated customer data enables smarter decisions, personalized services, and better anticipation of customer needs.

Aligning with Global CX Trends

The global banking sector is shifting toward customer-centric models. 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.

Rawbank’s partnership with RightCom places it at the forefront of this transformation, ensuring continued competitiveness and responsiveness to evolving customer expectations.

About Rawbank

Founded in 2002, Rawbank is the leading commercial bank in the DRC, serving over 500,000 customers with a network of 100 branches. With a strong commitment to innovation, financial inclusion, and sustainable development, Rawbank plays a vital role in the country’s economic growth.

About RightCom

RightCom is a customer experience management company providing tools that help businesses understand, engage, and retain their customers through automation, feedback analysis, and journey personalization.