As the role of the branch for banks and credit unions faces a reinvention, forward-thinking enterprises are investing in customer flow management solutions
What is customer flow management?
For generations banks and credit unions have
With the help of advanced technology, banks can now use software which optimizes the flow of customers within the branch. This technology
What technology empowers effective customer flow management?
A key technology to support this initiative is
Let's look at
A customer attending a pre-booked mortgage appointment
This example shows how banks and credit unions are creating experiences that enable a customer to self-serve while
Estimated wait time
Customers want greater visibility into how long they will have to wait in
For example, a customer walks into a branch on their lunch hour to open a savings account.
In branch digital signage can also display the wait times for each queue, and customers’ current positions and average wait times. This keeps the customer updated should they
This example shows how banks and credit unions can
In certain situations, the customer just won’t wait.
Banks and credit unions leverage appointment booking to mitigate this risk. By prompting customers to book an appointment at an available time and date of their choosing, these enterprises are seeing improved abandonment rates and increased engagement with their entire customer base.
The final element is a robust and interactive insights application providing staff with real-time monitoring of the branch performance against operational metrics.
This delivers a host of benefits including better insight into the average handling time per customer, the average wait time per service, the overall branch performance for demand versus availability. The
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