GTB appeals to customers over ‘upgrade challenges’

GT Bank has appealed to its teeming customers in Nigeria, saying it is resolving challenges that emanated from its recent transition to a new core banking system, Finacle Suite of Core Banking Application Systems, which had disrupted services.

GTB in a letter, titled: ‘Thank You,’ sent to its customers, yesterday, acknowledged the inconveniences experienced by customers and expressed gratitude for their patience and continued support during the challenging period.

The bank reaffirmed its commitment to improving the customer experience, stating that the system upgrade was necessary to enhance agility, adaptability and service delivery.

According to the bank, the transition was aimed at achieving a seamless and superior service experience in the long term.
The message reads: “Your trust is the foundation on which we stand, and your patience and support during this recent transition to a new core Banking System, has been nothing short of extraordinary.

“When we began the process of implementing the new Finacle Suite of Core Banking Application Systems, our goals were clear: to remain agile as we grow, adaptable, and most importantly, to improve your service experience. Yet, we must humbly acknowledge the challenges along the way.

“The process, though necessary, brought with it delays in transaction processing and interruptions to what should be seamless service, and we sincerely apologise for this.”

“We recognise how deeply this period of service disruptions affected your personal activities and business operations and we thank you for standing with us through it all, offering grace in times of frustration. Thank you for believing in us and allowing us the privilege of continuing to serve you. We are grateful beyond measure.”

“As we move on to our custom of seamless service experiences, we would like to assure you of our commitment to the goals we set at the start of implementing this change and that every effort we make hereon will be driven by a single purpose, to uphold the highest standards of service experience you expect and ensure that our relationship with you thrives far into the future. ”