In 2018, BRAC Bank decided to offer banking services to the unbanked population and its branch customers in rural and semi-urban areas across Bangladesh. Offering services through agent banking channels was BRAC’s twin-pronged strategy to improve its customer services for SME loan customers. Agent banking allows BRAC Bank to offer customers a convenient alternative for loan disbursement and repayment while reducing dependency on other banks.

This case study charts the agent banking journey of BRAC Bank. It highlights the unique steps in the journey that ultimately helped to ensure channel sustainability. MSC supported BRAC in undertaking the journey under the agent banking project.