KCB introduces system to beat queues
01 May 2014, 08:43
Nairobi - Kenya Commercial Bank has announced a partnership with Wavetec in a bid to enhance customer experience, eliminate bank queues through installation of various technologies in their banking halls.
With over 170 branches in Kenya and serving over 2 million customers across the region, KCB said it was integral for it to maintain and enhance the value of each customer’s visit.
According to a statement by KCB, Wavetec installed its queue management solutions in 26 KCB branches where this number will grow to 52 by end of June.
“Wavetec holds extensive experience in providing companies with completely customized queuing solutions and specialize in understanding customer touch points and ways to improve customer experiences,” said the statement.
Among the solutions installed in order to maximize this customer journey experience are Dual Printer Kiosks, Central Reporting Software and Donatello’s Digital Signage Solution, which were installed at all branches.
Samuel Makome, Chief Business Officer and Managing Director at KCB explained, “We are able to manage the queue and the customer is able to get the ticket from the kiosk and is directed to the service. The waiting time is properly managed and the customer is able to wait for his/her turn. This is part of our overall focus on customer leadership and giving good customer service. The queue management system that has been installed is part of ensuring that our customers get the wow experience.”
Prior to the adoption of queue management system, KCB faced several customer flow issues such as crowded waiting areas and long disorganized queues at all retail branches. KCB says that the increasing number of customers at branches, made the manual system incapable of responding to the customer flow thus resulting in high customer dissatisfaction and high number of complaints.
The biggest branch of KCB is currently operating with 34 counters and is now considered as working model for other banks in Africa with over 2 000 customers visiting every day.
- CAJ News
For the latest on national news, politics, sport, entertainment and more follow us on Twitter and like our Facebook page!.