Transforming Customer Service
at I&M Bank
Overview: Streamlined Banking with Wavetec
I&M Bank, a prominent African financial institution, sought to enhance its in-branch customer experience by addressing bottlenecks and improving service efficiency. Partnering with Wavetec, the bank has taken a significant step toward standardizing excellence across its network, ensuring smoother customer journeys and streamlined operations.
The Challenge: Managing Departmental Services Effectively
I&M Bank aimed to refine its in-branch processes to enable efficient department-wise customer flow and improve reporting capabilities. The goal was to ensure that every customer interaction was seamless, well-organized, and backed by actionable insights from branch operations.
The Solution: Customized Technology for Enhanced Service
Wavetec developed a tailored suite of solutions designed to meet I&M Bank’s specific requirements:
- Queue Management System (QMS):
Customers now navigate their journey effortlessly, starting with the Self-Service Kiosk which allows them to select the appropriate department and category. After receiving a ticket, they wait comfortably in a designated area until called, with announcements facilitated through integrated digital signage and sound alerts. - Forex LCD Signage:
Newly installed Forex LCD Signage delivers real-time currency exchange rates, keeping customers informed and enhancing engagement with clear, up-to-date information. - Spectra Reporting Dashboard:
The Spectra dashboard provides I&M Bank with real-time insights into customer traffic, service trends, and branch performance. This data enables the bank to make informed decisions, improve resource allocation, and identify areas for operational enhancement.
Customer Journey
- Check-in at the Kiosk: Customers select their department and category at a self-service kiosk, receiving a ticket with a unique queue number.
- Waiting Area Experience: Customers wait in a designated area with real-time queue updates on digital signage and audio-visual announcements and can view the live forex rates by I&M Bank’s Treasury Department.
- Turn Notification and Counter Assignment: Digital signage alerts customers when it’s their turn, guiding them to the assigned counter for seamless service.
Measurable Results:
The deployment of Wavetec’s solutions has yielded measurable benefits:
Improved customer flow: A structured process minimizes confusion and ensures prompt service.
Enhanced reporting: Insights into departmental performance empower better decision-making.
Engaging in-branch experience: Digital signage and sound alerts reduce perceived wait times while keeping customers informed.
Scalable success: Implementing 12 branches provides a replicable model for the planned expansion to 45 more locations.
The Future: Scaling Success Across the Network
With the initial deployment’s success, I&M Bank is now scaling the solution to an additional 48 branches. This collaboration with Wavetec demonstrates how innovative technology can redefine customer experiences, setting a new benchmark for service excellence in the banking industry.
By adopting scalable and efficient solutions, I&M Bank is not only enhancing in-branch service but also creating a future-ready environment that meets its customers’ evolving expectations.
