The event provided an opportunity to recognise customers and strengthen the relationship between them and COPEDU Plc, under this year’s theme, “The Extra Mile,” which emphasises the importance of going beyond expectations to deliver exceptional customer service.

In her remarks, COPEDU Plc Chief Executive Officer, Mrs Raissa Muyango, thanked customers for their continued confidence in the institution, acknowledging their vital role in its growth and success.

“Without you, we would not be where we are today,” she said.

She reaffirmed COPEDU Plc’s commitment to continuously improving its services, strengthening customer relationships, and going the extra mile to meet customers’ needs through reliable, efficient, and accessible financial solutions.

The dinner also featured an interactive question-and-answer session, providing customers with an opportunity to share their experiences, raise concerns, and make suggestions directly to the institution’s leadership. The discussion reinforced COPEDU Plc’s commitment to listening to its customers and continuously improving its service delivery.

Byukusenge Clémentine, who has been a customer of COPEDU Plc for 23 years, expressed her appreciation for the institution, noting that its recognition of customers was matched by the quality of services she has experienced over the years.

She shared how COPEDU Plc supported the growth of her cattle and meat business, initially providing her with a loan of less than RWF 1 million. Today, her business benefits from financing exceeding RWF 100 million, which she continues to repay successfully.

“COPEDU is the institution that helped me grow my business. I have moved from a small-scale trader to a much higher level. Our relationship has been excellent because the people at COPEDU listen to you and understand what you need. I would encourage anyone to approach them,” she said.

Her experience reflects the role accessible financial services can play in supporting business growth and strengthening customer relationships over time.

The event also provided a platform to raise awareness of e-Kash, COPEDU Plc’s USSD-based service that enables customers to conduct financial transactions using their mobile phones.

As the institution continues to advance its digital banking agenda, the CEO encouraged customers to register for and actively use the service, highlighting its convenience and affordability.

COPEDU Plc’s Head of Business, Financial Products and Innovation, Mrs Louise Kayitesi, explained that the institution had previously allowed customers to transfer up to RWF 2 million per transaction through e-Kash, with a maximum of five transactions per day.

“You can now transfer up to RWF 10 million in a single transaction at a fee of just RWF 20. It is simple, convenient, and fast,” said Louise Kayitesi.

She noted that the transaction limit had now been increased to RWF 10 million per transaction, at a fee of RWF 20, in line with the applicable provisions established by the National Bank of Rwanda.

The enhanced transaction limit is intended to make digital financial services more convenient for customers while supporting the institution’s continued transition towards digital transactions.

During the question-and-answer session, customers raised concerns about the challenges of paying taxes through the Rwanda Revenue Authority (RRA) platform, explaining that they currently have to use accounts held with other banks to complete their tax payments.

In response, Mrs Muyango reassured customers that COPEDU Plc had already entered into a partnership with RRA to address the issue. She indicated that, in the near future, customers would be able to pay their taxes directly from their COPEDU Plc accounts without having to use accounts from other financial institutions.

This anticipated improvement is expected to simplify tax payments, enhance convenience, and expand the range of financial services available to COPEDU Plc customers.

Customers also expressed satisfaction with their relationship with the institution, noting that the financial services it provides meet their needs and have reduced the need to seek similar services from other commercial banks.

In closing, the CEO thanked customers for choosing COPEDU Plc as their financial partner and reaffirmed the institution’s commitment to providing reliable, accessible, and customer-focused financial solutions that support their personal and business development.

Through initiatives such as Customer Service Week and the continued enhancement of its digital services, COPEDU Plc remains committed to strengthening customer relationships and delivering on the promise of “The Extra Mile.”