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ASA Pakistan’s core banking evolution

In the evolving landscape of microfinance, digital innovation plays a crucial role in driving progress and expanding access to financial services. For ASA Pakistan, the implementation of a new core banking system marked a significant milestone, strengthening operational efficiency, compliance, and customer service. The transition, however, was a complex and demanding process that required meticulous planning, cross-functional collaboration, and unwavering commitment from colleagues across the organisation.

For Imran Ahmed, Head of Distribution, with 22 years of experience in microfinance, the need for change was clear.

"Prior to this transformation, processes were largely manual-time-consuming, prone to compliance risks, and cumbersome for both employees and customers. With our banking licence in place, adopting a more robust and efficient system became a strategic step towards upholding credibility and optimising service delivery."

Imran Ahamed - Head of Distribution

A collaborative effort in a high-stakes transition

Transitioning to a new Core Banking System was an intricate process involving extensive data migration, system restructuring, and workforce adaptation. With over a billion data points, thorough data validation and cleansing were critical to ensuring a seamless shift.

ASA Pakistan took a structured approach, gradually preparing employees across all levels. A dedicated Group Transformation Team worked closely with local colleagues, guiding them through the process, aligning expectations, and defining clear objectives. “Comprehensive training programmes were conducted, but given accessibility challenges, we had to innovate, using visual materials and theory-based training when live demonstrations were not feasible,” Imran explains.

Despite rigorous preparation, unexpected challenges arose. System accessibility was initially limited, particularly in rural branches, impacting early adoption. “One key lesson we learned was the importance of running both the old and new systems in parallel before full implementation. The absence of an alternative created operational difficulties, which could have been mitigated with a phased transition,” he reflects.

"With our banking licence in place, adopting a more robust and efficient system became a strategic step towards upholding credibility and optimising service delivery."

Enhancing efficiency and customer experience

Today, with the system fully integrated, ASA Pakistan has seen significant operational improvements. Manual processes have been significantly reduced, compliance has strengthened, and internal controls have been enhanced. During the initial phase of the migration, loan officers required over an hour to complete a customer transaction as they adapted to the new system. With experience and system refinements, transactions are now processed in under 30 minutes, improving efficiency beyond previous levels.

This efficiency has translated into a better experience for customers, with reduced waiting times and more streamlined services. “The system’s flexibility allows us to introduce new products and services tailored to customer needs. We are actively developing offerings such as deposit and savings accounts, ensuring that we continue to evolve alongside our clients’ financial requirements,” Imran highlights.

Additionally, the improved system has empowered loan officers to focus on customer engagement rather than administrative tasks. ASA Pakistan maintains one of the lowest Portfolio at Risk (‘PAR’) ratios among microfinance institutions in Pakistan, largely due to its strong client relationships. “With automated processes in place, our teams can dedicate more time to the field, strengthening customer relationships and ensuring financial inclusion reaches those who need it most,” he adds.

A future focused on digital innovation

With a strong digital foundation in place, ASA Pakistan is already looking ahead. The next phase of innovation includes the introduction of debit cards, which will reduce cash-handling risks, enhance transparency, and provide customers with greater financial autonomy.

For Imran, this transformation has been both a professional and personal learning experience. “I have gained a deep understanding of IT systems and the importance of aligning processes with technology. This journey has reinforced the value of teamwork, adaptability, and strategic planning in any major digital transition. This transformation has been fuelled by dedication and collaboration. From Group IT Support and the local business teams to all staff in the field, every contribution mattered. I was inspired daily by the energy and can-do attitude of many.”

ASA Pakistan’s core banking transformation is a testament to the commitment, professionalism, and resilience of its people. By embracing digital innovation, the organisation is not only enhancing operational efficiency but also reinforcing its mission of providing accessible and sustainable financial services to underserved communities.