Sierra Leone: ECOBANK Launches USSD Channel To Reach More Customers

By Ishmael Sallieu Koroma

One of the leading financial institutions for banking innovations in Africa , ECOBANK SL has on Tuesday 5^th September , 2023 launched its new USSD short code channel  to enable its customers access its services an product on any mobile devices  in the country.

The new short code which is used on Orange Sim Card allows customers to buy airtime, express cash, Ecobank pay bills, do money transfers among others.

Speaking during the launch the Executive Director and Head of Corporate Banking ECOBANK Sierra Leone ,  Winston Williams,  expressed excitement over the launch of the USSD short code  stating that their aim as a bank is to serve every customer in the country as they strive to do well in the country’s financial inclusion rate.

‘’ Every Customer today can dial the bank’s USSD code *977# and do transactions such as transfers, cash withdrawals at our agent locations, make payments, airtime. You can also open an express account and more,’’ he said, adding that with the USSD code a customer doesn’t need an internet service to access their services and products.

He said with the USSD short code customers do not need to worry about data hence the reason they as a bank has taken that worry from their customers as the only thing a customer needed to have is a charged mobile device to use this new code on Orange number.

‘’ I want to welcome you our customers on this new journey we are taking.  I am excited. Today marks another milestone as we bringing in more channels to the customers that is the USSD. The channel that can be able to perform various types of transactions,’’ Mr. Winston Williams added.

On his part , Head, Customer Experience at ECOBANK-SL Augustine Sankoh, said they as a bank have been working on the USSD  channel for some time now , adding that they are committed to advancing their customers experience as they believed their customers is the centre of their business hence the reason they  go the extra mile to meet their expectations.

‘’In today’s fast paced world, were time is of the essence and convenience, we at ECOBANK, see need to adopt and to innovate. This channel was designed with our customers in mind just to make their financial journey simpler, safer and more satisfying. So when you are managing your accounts paying bills or making purchases. This channel is here to empower you on every step on the way,’’ he assured.

He added that they as a bank will continue to listen the feedback of their customers and find solutions to their needs stating that they wanted to make their customers feel valued and to support their banking experience.

‘’ We will continue to strive for excellence and deliver top-notch customer service and innovative solutions for our customers enjoyable,’’ Sankoh added.

Giving an overview on how to use the USSD short code , Sheku Alhassan Kebe said that with the new USSD code , a customer can use the service to buy airtime , open an express account , do transfers , use prepaid cards among others thus adding a customer only needed a charged mobile phone that doesn’t need an internet connectivity.

‘’ So With ECOBANK USSD you can access all these facilities that ECOBANK offers without the use of the internet. And also soon, we will also launch under this service it will allow you to have an express loan on the USSD channel which is also coming up. So by the use of the USSD, you can access to airtime, pay your bills , you can have cash on ATM and express points , you can also transfer from one accounts to another account locally,’’ he explained.

He added that, with the coming of the USSD channel, customers can open express account and do transfers with ease across its 33 countries where the Ecobank is operating.

‘’ Whenever a customer dial the USDD code it comes with two menu options; the first one comes with this, if you already enrol on the mobile app because the mobile app and the USSD is the same application, it is just an interface, it is just a mirror    and you dial the short code, at first it asked you, you may use your mobile app pin and welcomed you. But if you have not enrol on the mobile app, with your   Orange Sim, it allows you to open an express account without an android phone,’’ Kebe added.

Officially launching the short code service, the Managing Director of ECOBANK L. Aina Moore said the launch of the USSD is speaking directly to the needs for their market as a banking institution citing that the success of the mobile money in the country was as result of people using the service without and internet data which she said doesn’t need to be a smart phone.

‘’ Today, we are very, very excited at ECOBANK to launch USSD code within our large spread of products that we have for Sierra Leone.  The introduction of the USSD has been around for a while, but we were careful and want to get it right.  Ours is a difference that actually speaks to what the country and the continent need right now. So the solutions will bring much comfort to our client in terms of how they process transactions in and out of Ecobank,’’ she said.

She added that the beauty of the short code USSD channel, a customer doesn’t need a smart phone stating that a large portion of the country has access to simple phone that the channel can be easily used and access their banking services.

‘’Imagine you have a product that allow you access to the financial services anywhere in the country. I want to remind us that the central bank is their plan that everybody has access to financial services,’’ Madam Aina Moore added.