The Challenge
FINCA DRC, a leading microfinance institution in the Democratic Republic of Congo, sought to modernize its operations to better serve clients in remote areas. With over 200,000 active clients, manual management of certain processes was creating delays and inefficiencies that limited access to financial services.
The main challenge was to digitize key processes without losing the human proximity that gives microfinance its strength.
Our Solution
AL & Legacy conducted a comprehensive organizational audit of FINCA DRC, analyzing workflows, credit processes, and friction points in the client experience. Based on this in-depth SWOT audit, a priority solutions matrix was co-built with management teams.
- Client Records Digitization: Deployment of an electronic document management solution across 12 branches.
- Credit Officer Training: A capacity building program on field-adapted digital tools.
- Performance Dashboard: Implementation of real-time credit portfolio tracking indicators.
- Technology Monitoring: Surveillance system for agent and portfolio performance by region.
The Impact
- Reduced Processing Times: Credit application processing dropped from 5 days to 48 hours on average.
- Extended Coverage: 3 new branches opened thanks to operational efficiency gains.
- Client Satisfaction: 34% increase in retention rate measured over 12 months.
- Local Empowerment: 95% of digitized processes are now autonomously managed by FINCA teams.