Top 5 U.S. Bank Dramatically Reduces Customer Wait Time with Verint Queue Management
A large retail bank enhances customer experience with digital queue management.


Results
- 51%
reduction in customer wait time in select branches, and 38% overall reduction.
- Up to 20%
decrease in customer walkouts in high volume branches.
- 10%
reduction in average customer service times, increasing operational efficiency.
About the Top 5 U.S. Bank

Opportunity

Solution: Verint Queue Management

Benefits
Enhanced efficiency and empowered bankers
By implementing Verint Queue Management, the bank was able to automate its customer check-ins and eliminate the need for paper logs, improving efficiency and helping to ensure the confidentiality of customer information. The new digital queuing system provides real-time alerts to employees when a customer joins the queue for service. Branch employees no longer need to manually track who comes next for which service type. Instead, bankers are empowered with insights into their upcoming customer interactions, which enables them to exceed customer expectations.
Reduced wait times
Since Verint Queue Management was put in place, the bank has reduced customer wait times by 38 percent overall, with some branches seeing a more than 50 percent reduction. The bank also saw up to a 20 percent decrease in customer walkouts in select branches. By improving the wait time experience, the bank increased CX and significantly improved customer net promoter scores (NPS).
Improved performance tracking
The insights gained from Verint Queue Management also enabled the bank to better track performance across different branches. By reducing the average customer service times by 10 percent, the bank increased operational efficiency. Branches with longer service times could easily be identified, which allowed for process and sales improvement opportunities. Subsequently, the bank is now exploring integration options to eliminate duplicative efforts for bankers, with a goal of automatically syncing data between Verint Queue Management and the bank’s CRM system.
With Verint Queue Management, the bank has been able to proactively manage and improve the customer wait time experience, reduce walkouts, enhance customer engagement, increase NPS, and improve employee satisfaction.