Reinventing the Bank Visit: How BoA is Reengineering Customer Experience

When you step into Bank of Abyssinia’s Ras Branch near Legehar, the first thing you notice is what is not there. The usual bank chaos, snaking queues and overworked tellers, along with the tapping impatience of customers, have already vanished. Instead, visitors encounter an expansive, well-lit space where efficiency reigns supreme. 

A modest team of dedicated staff supports a sophisticated array of self-service technologies, including three deposit machines, four tablet-based kiosks, and more than a dozen ATMs capable of handling virtually every routine transaction. This flagship branch, serving approximately 200 customers each day, exemplifies Bank of Abyssinia's strategic shift towards paperless operations, a model replicated across its network of 927 branches nationwide.

For newcomers navigating this modern environment, assistance is readily available. Selam Kifle, a branch specialist, exemplifies the personalized touch that complements the technology. Equipped with a custom 12-inch tablet, she guides clients through the initial authentication process with professionalism and clarity. 

Clients provide a fingerprint scan, a photograph of their national ID, a registered phone number and a digital signature. Within moments, an SMS comes with a unique voucher code, granting immediate access to the full suite of services. 

From cash deposits to check processing, all functions are executed via intuitive self-service stations. Post-authentication, clients retain control over their personal details, such as phone numbers, allowing easy updates through the secure interface.

The branch's kiosks extend far beyond basic transactions, offering robust tools for everyday needs. Clients can request replacement of debit cards or report losses instantly, while interactive teller machines are available for more complex inquiries. 

Integration with BoA's Apollo digital platform unlocks advanced features such as instant loans disbursed directly to accounts, QR code-enabled payments for swift peer-to-peer transfers, and on-demand virtual Visa cards. These capabilities ensure that banking aligns with the pace of modern life, minimizing disruptions and maximizing convenience.

Recognizing Ethiopia's diverse financial landscape, three of the deposit machines are designed to comply with Sharia principles, delivering interest-free services for inter-bank and intra-bank transfers. These machines incorporate advanced sorting technology, categorizing deposits from 10 Birr to 200 Birr notes with precision and security. 

Beyond deposits, they facilitate wallet transfers, new account openings, and a comprehensive array of services, all executed with the utmost reliability. This commitment to inclusivity extends to account creation, with BoA opening around 1,000 new digital accounts daily, many through self-service channels, driving broader financial access.

Accessibility is at the core of this transformation. The user interfaces, from kiosks to digital receipts, support seven key languages: Amharic, Afan Oromo, Somali, Tigrigna, Afar, Sidama and English. This multilingual approach ensures that clients from varied backgrounds can engage confidently, reducing barriers and enhancing user satisfaction. 

Selam Kifle notes a marked improvement in operational flow: "Waiting times have decreased substantially, yet our customer volume continues to grow. Clients appreciate the empowerment and efficiency."

This paperless initiative is part of a broader wave of modernization sweeping BoA's branches in the capital and beyond. Renovations emphasize a digital-first ethos, creating welcoming spaces that prioritize technology without sacrificing human elements. 

The Ras Branch's official opening last July 2025 was graced by the then-National Bank of Ethiopia Governor Mamo Mihretu, who praised the endeavor as a pivotal step in streamlining financial services. "This aligns seamlessly with Ethiopia's national digitization efforts," he stated, highlighting its role in fostering a more agile economy.

The momentum is evident in the sector's growth: Ethiopia recorded over 3 billion digital transactions last year, totaling more than 12 trillion Birr, a threefold surge over the past three years. For Bank of Abyssinia, this evolution was deliberate and methodical. 

Over the preceding three years, the institution invested in digitizing internal processes, transitioning back-office functions and inter-departmental workflows to secure digital platforms. The adoption of the Temenos Infinity system unified mobile banking, internet services, and core operations into a single, resilient ecosystem, laying the groundwork for scalable innovation.

At the inauguration, Bank of Abyssinia CEO Bekalu Zeleke underscored the bank's forward-looking strategy: "We are committed to adapting to evolving customer needs and regulatory frameworks, ensuring our services remain relevant in Ethiopia's dynamic financial sector." 

This vision is reflected in BoA's infrastructure leadership, with over 3,200 point-of-sale (PoS) terminals deployed nationwide and 49 virtual banking stations introduced in recent years. These enhancements bridge gaps between urban centers and underserved areas, promoting equitable access.

Financially, the results speak volumes. In the fiscal year 2024/25, Bank of Abyssinia's gross profits rose to 92% year-over-year to 10 billion Birr, supported by a customer base approaching 12 million. This growth underscores the tangible benefits of digital integration: reduced operational costs, heightened customer loyalty, and expanded reach. By eliminating paper-based inefficiencies, BoA not only streamlines processes but also contributes to environmental sustainability, aligning with global best practices in responsible banking.

Bank of Abyssinia's paperless model represents more than technological advancement; it embodies a strategic imperative for financial institutions in emerging markets. In Ethiopia, where rapid urbanization and mobile penetration are reshaping commerce, such innovations empower entrepreneurs, small businesses, and everyday citizens to thrive. 

Staff like Selam are trained not merely as operators but also as enablers, fostering trust and adoption. As the National Bank of Ethiopia advances its regulatory sandbox and encourages fintech collaborations, BoA positions itself as a leader, ready to scale these solutions nationwide.

The future of Ethiopian banking is digital, efficient, and customer-empowered. And at Bank of Abyssinia, that future is already open for business.