Introduction

This plan outlines the communication strategy for the CBS database migration at the Bank of Kigali, scheduled from July 19-22, 2024. The migration aims to enhance security and improve service delivery. This document details the communication channels, target audiences, and content plans to ensure smooth communication with both internal staff and customers.

Objectives

1. Inform internal staff and customers about the upcoming CBS database migration.
2. Ensure customers are aware of the temporary service disruptions and available alternatives.
3. Maintain customer trust and satisfaction during the migration period.
4. Engage internal staff to provide exceptional support to customers.
5. Drive the ongoing "Nanjye ni BK" campaign to attract 1M new customers despite the migration.

Target Audiences

1. Internal Staff: All Bank of Kigali employees, including branches and headquarters.
2. Customers: Retail, SME, and corporate customers.
3. Stakeholders: BNR, local banks, correspondent banks, board members, and partners.

Digital Marketing Channels

1. In-app notifications and push notifications
2. SMS
3. Emails
4. Social media marketing
5. Computer screen savers
6. Branch screens