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Knowledge Exchange Client Journey Mapping as Applied by Sinapi Aba Savings and Loans

Through UNCDF’s MicroLead programme, Opportunity International and Sinapi Aba Savings and Loans tested a dynamic approach to understanding and improving the client experience. With a more detailed understanding of the client experience, Sinapi managers are making immediate changes to improve client service – from enhanced information flow to eliminating fees on SMS transaction confirmation.

 

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