Digital Banking
Getting clients to actually use your portal and MoMo repayments
Self-service only reduces branch queues if customers trust the balance and can pay in two taps. A rollout playbook for MFIs.
Efua Darko, Collections Scientist · 8 December 2025 · 6 min read
A client portal that shows yesterday's spreadsheet will be abandoned in a week. Adoption follows trust: the savings balance, loan due, and HP instalment must match the receipt the collector just issued. Only then does a Paystack or MoMo button feel safe.
Rollout sequence
OrbitMFI's client portal covers savings, loans, hire purchase, and support tickets so customers are not sent to three different apps.
- Reconcile live accounts and freeze duplicate files.
- Issue logins at the next repayment, not by mass SMS.
- Walk the customer through one digital payment in branch.
- Waive a small fee for the first two MoMo repayments.
- Have collectors celebrate digital receipts in the market.
Teach at the till, not by blast SMS
The first digital payment should happen while an officer is watching, on the customer's own phone, against a live balance. Mass passwords sent by SMS are how you train people to ignore you. Issue logins at the next repayment. Waive a small fee for the first two MoMo receipts. Have collectors celebrate the SMS confirmation in the market.
One app for savings, loans, and HP
Customers who must use three portals will use none. OrbitMFI's client portal covers the products they actually hold, plus tickets, so the branch is not the only channel for 'what do I owe?'
