Business Intelligence: A Bedrock of Successful Digitization in Microfinance

This research has set to demonstrate how business intelligence can be improved through interventions requiring minimum or no investment in technology through a set of pilots. This Technical Note presents an overview of the approach and initial observations on what it reveals for MFIs implementing new digital products and channels. It explains the importance of business intelligence focused on customer behavior, which customer behavior is relevant to measure, and how to build a business intelligence practice that supports this competency.

To facilitate replication of this approach, CGAP offers the customer dashboard library with detailed instructions for data teams and a tutorial video.