Top-5 Global Bank Turns to jrni to Upscale In-Person Experiences and Increase Staff Efficiency
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Customer Profile
The Challenge
As an innovator and an industry leading financial institution that understands the needs and desires of their customers, our client converted over 20 U.S. locations into high net-worth centers with elevated experiences to help drive in-person engagement with their top customers.
The demand within these upgraded locations was significant and often resulted in crowded lobbies and rooms full of waiting customers. To initially support the demand, our customer was forced to manage a queue of customers using manual methods like pen and paper. Although a fine temporary solution to an encouraging challenge, this method was not scalable nor did it fit the elevated experience they were trying to convey in these newly designed locations. Their temporary solution did not allow staff to easy access a list of present customers or prepare for their engagements with the necessary data points.
Our client understood what their target audience wanted and required a more permanent solution that would satisfy their needs, reduce wait times, and give the staff the support they needed to better tend to their in-person customers.
Solution
Due to their high level of in-person demand, our client came to jrni to ask for assistance. They implemented jrni’s Queue Management solution across all of their US centers to help manage in-person traffic.
Not only did the implementation of jrni’s Queue Management solution provide a more professional and permanent solution, but JRNI helped achieve the elevated experience they were striving for by giving their customers a feeling of exclusiveness, inclusiveness and V.I.P. treatment they expect from a leading global institution.
Results
jrni’s Queue Management solution allows customers to check in at the door with a simple QR Code and intuitive queuing journey. Once a check in is completed, staff members are instantly alerted with information on who the customer is, their banking needs, the best staff member to address those needs, and more.
As a result of implementing jrni’s Queue Management solution, our client was able to drastically reduce customer wait times and move through the queue faster, more effectively manage customer needs, and more efficiently allocate staff resources. All of this resulted in a better customer experience that supports their objective of acquiring, retaining and growing their most valued customers.