Transparency is increasingly becoming a Defining Expectation in Digital Finance

When you look at the Mauritian market, what are the biggest shifts in customer behaviour that are reshaping demand for digital financial products?

The Mauritian market is undergoing a structural shift towards immediacy, autonomy and digital confidence. Customers increasingly expect financial services to be accessible in real time, through intuitive, mobile-first platforms, without the need for physical interaction. This reflects a broader evolution towards self-directed financial management, where individuals expect to control payments, credit and accounts on their own terms.

At the same time, there is a growing demand for visibility and clarity. Customers want to understand their financial position in real time, from outstanding balances to instalments and due dates. This need is particularly pronounced among younger users, who are more at ease with fully digital journeys, including onboarding, QR payments, app-based financing and electronic signatures.

However, what remains fundamental in Mauritius is the importance of trust. Financial institutions must remain principled and trustworthy, as confidence is the foundation of the entire system. Digital transformation is therefore not only about speed or convenience, but about reinforcing integrity, transparency and responsible lending practices. The institutions that succeed will be those that combine innovation with discipline, ensuring that technology enhances trust rather than compromises it.

MoFinans has evolved into a channel for account access, payments and financing. What role do you want the app to play in the wider Cim Finance ecosystem over the next few years?

MoFinans began as a simple digital access point, but it is now evolving into the central hub of the customer relationship. Today, it enables customers to manage their agreements, make instant repayments through national payment infrastructure, access QR-based transactions, manage cards, and apply for financing solutions such as loans and instalment products.

Our ambition is to create a seamless environment where financing, payments and merchant services interact within a single platform, reflecting how customers live and transact daily. This requires forward-looking thinking, anticipating behavioural shifts and designing solutions that remain relevant as expectations evolve.

At the same time, digitalisation must remain grounded in purpose. Financial services are ultimately about people, and preserving access to human support remains essential in building confidence and reassurance.

The objective is therefore not simply to digitise, but to create an ecosystem that is inclusive, intuitive and responsibly structured, aligned with both customer needs and broader economic realities.

MoPay has been presented as a fully digital and more flexible financing solution. What problem was Cim Finance trying to solve with this product, and what gap did you feel still existed in the market?

MoPay was developed to address a clear gap between customer expectations and traditional financing models. Customers were looking for simplicity, immediacy and transparency, without the complexity often associated with credit.

By enabling instant instalment financing through a fully digital journey, MoPay removes friction across the entire lifecycle, from application to repayment. It responds to a context where customers are increasingly focused on managing budgets carefully, preserving purchasing power and avoiding long-term financial strain.

At the same time, the solution remains anchored in responsible access to finance. Flexibility must be balanced with discipline, ensuring that convenience does not lead to overextension.

For merchants, MoPay also acts as a growth enabler, supporting higher conversion and stronger engagement. Ultimately, it reflects a broader ambition to integrate financing into everyday transactions in a way that is transparent, controlled and aligned with real economic needs.

One of the key promises in digital finance is speed without friction. How do you balance a seamless onboarding journey with the need for proper credit assessment, verification and risk controls?

Speed is an important expectation in digital finance, but it cannot come at the expense of discipline. At Cim Finance, the focus is on using technology to enhance both efficiency and precision, rather than replacing fundamental credit principles.

Our approach is to use technology to enhance precision. Through advanced digital tools, we are able to conduct identity verification, affordability assessments and risk analysis more efficiently, while maintaining rigorous standards.

Each offer is tailored to the individual customer, based on their repayment capacity and financial profile. The objective is not to approve quickly at any cost, but to approve responsibly, ensuring that each decision is sustainable over the long term.

The objective is not to approve faster, but to approve better. Responsible decisions protect not only the customer, but also the integrity of the financial system as a whole.

In digital lending, approval speed can be attractive, but it also raises questions about responsible borrowing. How does Cim Finance make sure convenience does not come at the expense of financial discipline?

Responsible lending is not simply a regulatory requirement; it is the foundation of long-term trust. Every application undergoes thorough solvency checks, affordability analysis and internal risk evaluation, ensuring that credit is aligned with the customer’s financial capacity.

In addition, we implement a range of safeguards designed to support customers throughout their journey. These include payment reminders, temporary account controls where necessary, and restructuring options in cases of financial difficulty.

This reflects a broader responsibility. Financial institutions do not simply provide capital; they safeguard confidence. Ensuring that customers can access financing responsibly is essential to maintaining both individual well-being and systemic stability.

MoPay is integrated into MoFinans and positioned around budgeting visibility and payment transparency. Do you see transparency becoming the real competitive differentiator in digital credit products?

Transparency is increasingly becoming a defining expectation in digital finance. Customers want clarity at every stage: how much they owe, when payments are due, how much credit remains available, and what commitments they are entering into.

Through platforms such as MoFinans and solutions like MoPay, customers have real-time access to their financial information, including instalments, due dates, limits, payment history and key documents. This level of visibility removes uncertainty and enables better financial decision-making.

More importantly, transparency builds trust. In a digital environment where interactions are less physical, clarity and openness become essential in strengthening the relationship between the institution and the customer.

Cim Finance has spoken about helping small merchants through digital solutions. From your perspective, what are the biggest pain points small merchants in Mauritius still face when it comes to digital payments and embedded finance?

One of the most persistent challenges for small merchants remains cash-flow management. Payment delays within the business ecosystem can create significant liquidity pressure, limiting their ability to operate and grow.

At the same time, many merchants are seeking simple, reliable payment solutions, whether through POS terminals, QR payments or e-commerce platforms, alongside easier access to financing. What they value most are solutions that are straightforward to implement, without heavy administrative requirements.

The growing adoption of solutions such as MoPay, with over 140 merchants onboarded, reflects a strong appetite for integrated models that combine payments and financing. Addressing these needs requires a holistic approach, where different financial services are brought together within a single, accessible ecosystem.

For merchants, what matters most today: lower friction at checkout, faster settlement, access to financing, better data, or customer acquisition? Which of these is currently most underestimated?

Several factors contribute to merchant success, yet one of the most underestimated remains access to financing that is directly linked to payment activity.

When payments and financing are integrated, merchants gain greater control over their operations. They are better equipped to manage cash flow, invest in their business and scale with confidence. Improvements in checkout experience and settlement speed undoubtedly enhance customer journeys, but access to financing often has a more profound and lasting impact on long-term growth.

This is where embedded finance is set to play an increasingly important role, bridging the gap between transactional activity and the financial support businesses need to expand.

Cim Finance already has capabilities in cards, POS terminals and e-commerce gateways. How do you see the relationship between traditional acquiring and newer embedded or app-based payment solutions?

Traditional acquiring remains a cornerstone of the payment ecosystem. Cards, POS terminals and online gateways continue to support a significant share of transactions and provide a reliable infrastructure for both merchants and customers.

At the same time, newer models such as QR payments, app-based transactions and embedded finance are introducing additional layers of flexibility and convenience. Rather than replacing traditional systems, these solutions are increasingly complementary.

Today’s expectation is fluidity. Customers want to pay anywhere, using the method that suits them, without friction. The role of institutions like Cim Finance is to ensure that these different channels are seamlessly integrated, allowing users to move effortlessly between them.

Security is central to digital finance. As more customers migrate to app-based payments and financing, what are the fraud or cyber-risk trends that concern you most?

As digital adoption accelerates, fraud is becoming more sophisticated, particularly through social engineering and phishing techniques that target customer behaviour rather than systems alone.

Our approach is based on layered security, combining technologies such as OTP authentication and biometrics with continuous monitoring systems and proactive customer awareness initiatives.

Ultimately, digital growth must be accompanied by equally strong investment in security. Trust remains the foundation of financial services, and safeguarding it requires constant vigilance and adaptation.

Data is becoming as important as distribution. How is Cim Finance using customer transaction data, behaviour and product usage patterns to improve digital product design without crossing trust boundaries?

Data plays a critical role in enhancing digital financial services, but it must always be handled within a framework of trust, governance and regulatory compliance.

We use data primarily to better understand customer behaviour and improve the relevance of our services, whether through more accurate credit decisions, enhanced user experiences or refined product design. However, this is always done under strict internal controls, with strong safeguards around privacy and security.

The objective is not to be intrusive, but to be useful. Customers should feel that their data is being used to support them in making better financial decisions. In this context, trust is not only a prerequisite, but ultimately more valuable than the data itself.

What metrics do you watch most closely when judging whether a digital product is succeeding: downloads, active usage, repayment behaviour, merchant adoption, cost-to-serve, or something else?

Success in digital products cannot be measured by downloads alone. What matters is the quality and consistency of usage.

We focus on indicators such as active engagement, frequency of use, repayment behaviour, credit performance, merchant adoption and customer retention. These metrics provide a more meaningful view of whether a product is delivering real value.

Ultimately, a successful product is one that customers use regularly, responsibly and in a way that supports both their financial well-being and the sustainability of the business.

Looking ahead, where do you see the next frontier for Cim Finance in digital channels and products: deeper merchant integration, more instant-credit capabilities, broader ecosystem partnerships, or a stronger role in everyday payments?

The next frontier for Cim Finance is the development of a fully connected financial ecosystem. This involves deeper integration between merchants, payments and financing, creating a more cohesive experience for both customers and businesses.

We also see strong momentum in instant and fully digital credit, alongside an expanded role in everyday payments. Solutions such as MoFinans, national instant payment infrastructure, acquiring services and MoPay are gradually embedding Cim Finance into daily financial interactions, beyond traditional credit moments.

The overarching objective is to develop a model that is digital, transparent, responsible and inclusive, aligned with the evolving realities of the Mauritian market.

 

Article published in the 35th edition of Investor's Mag