Case study cvm banks stanbic bank ghana 2015june

Case Study Stanbic Bank - Ghana

SEDCO

More organized branches and elevated efficiency with CVM Overview Business Situation

With an increasing number of customers, it becomes very difficult to manage the customers’ visit using a completely manual process that consumes the time and effort of the staff and causes inconvenience to the customers.

Solution

A powerful customer visit management solution that gives Stanbic bank better control over its customers’ visit, and automates the flow of customers inside the branches.

Benefits

Reduces stress and anxiety, reduces wait time, maximizes performance, automates processes, optimized utilization of resources, elevates efficiency, increases sales, boosts customer satisfaction, and optimizes the overall performance of the branches.

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Case Study Stanbic Bank - Ghana

SEDCO

Business Situation Stanbic Bank is a leading and reputable bank in Ghana. The bank is renowned for being customer oriented, business friendly, and socially relevant.

The bank received several awards for its outstanding service quality and performance, such as the awards of Top Performing Business, Best Financial Institution, and Best Bank in Ghana.

As part of its ongoing commitment to excellence, Stanbic Bank is always keen to adopt any new technologies that would help it achieve its optimal goal. Relying solely on the service employees to deliver the services to customers was exhausting and time consuming. Customers had to stand in queues and wait for their turn, which was tiresome and unsatisfactory to customers. This also put a big load on the bank's service employee, as they had to handle all the aspects of the customers' visit by themselves, which also means that the bank's resources were not utilized to the best.

That is why Stanbic bank made the decision to adopt an advanced technology that would transform the branches and create a hassle free workplace with minimal workload on employees, maximum productivity, and satisfied customers.

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Case Study Stanbic Bank - Ghana

SEDCO

The solution Stanbic Bank invested in Customer Visit Management (CVM) solution from SEDCO, the leading provider of specialized IT solutions. CVM solution completely transformed the customer experience.

The system took care of each aspect of the customers' visit. Equipped with advanced ticketing kiosks, the customers can obtain a ticket number in a virtual queue and sit down comfortably and wait for their turn, which created an organized and stress free environment in the branches.

All of the bank's branches are connected to the head office through a central management feature, allowing for remote monitoring and control of the branches. The bank's manager can have a real view of the operations inside each branch, and can take action in case any issue arises in any branch, for example if the service time exceeds a certain pre-defined time. The system provides various monitoring tools, such as maps and reports, offering better performance management of the branches. Real time alerts are sent to the bank's administration by the system whenever a technical issue or a problem arises in any branch, and at any level in the bank's hierarchy.

It is also possible to measure and evaluate the performance of the bank’s employees. The manager views the performance of employees as easy to read graphical charts, allowing him/her to rate the employees and branches based on their performance. The manager can view various types of reports about the performance of the branches and see how close the bank is from achieving its goals, which helps in enhancing strategies and plans.

Stanbic Bank enormously benefited from the advanced digital signage system furnished with CVM solution, which served both as a queue announcement tool, and as a great promotional outlet, through which advertisements about the bank’s products and services were displayed to waiting customers, which kept them busy as they waited for their turn, and informed them about the bank’s offers, leading to more sales and profit.

Benefits CVM solution is a comprehensive system that met all the requirements and needs of Stanbic Bank.

After installing the system, the bank had full control over its processes and branches. The central management feature in the system allowed the bank’s administration to monitor and control the workflow in the branches, which enhanced operational processes, leading to maximized performance.

The system created a neat and organized environment inside the branches. There was less stress and anxiety as customers get a ticket and sit down in a waiting area until they are called forward based on their appointment time, which increased customer satisfaction. The system noticeably saves time, as there is no need for the employees to handle all the phases of the customers’ visit, which elevated the efficiency of the bank’s staff and allowed the management to fully utilize its resources.

The system also decreased the actual and perceived waiting time, by deploying a digital signage system that keeps the customers engaged and entertained until their turn to be served. The digital screens are a great promotional tool that increases the customers’ awareness and interest in the bank’s products and services, leading to more cross selling and revenues.

CVM solution automated all the processes required to handle a customer's visit. The system expedited the service delivery, which boosted the productivity of the branches. And with the system's remarkable flexibility, it can be easily customized to meet any arising needs for the bank in the future.

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Benefits After installing CVM system, Airtel Ghana was immediately able to eradicate the masses of people that formed in its branches. There was less stress and anxiety inside the branches as customers get a ticket and sit down in a comfortable waiting area until they are called forward based on their appointment time. The system keeps the customers' visit more organized and ensures that they comfortably receive the required treatment.

The system also noticeably saves time, as there is no need for the employees to handle all the phases of the customer's visit from its start to its end, which in turn elevates the efficiency of Airtel Ghana’s staff.

Furthermore, Airtel Ghana's administration is able to have a real time view for the operations and to take immediate action if necessary. For example, if the waiting time exceeds a pre-defined time, the manager is notified by the system and can take the necessary action accordingly. Managers can also see reports about the performance of the branches, such as the average waiting time, the average delay times, etc, which allows for better control of the branches.

The system also decreased the actual and perceived wait time, by deploying elegant digital screens that keep the customers engaged and entertained until their turn in the service. The system also allowed Airtel Ghana to give special attention to VIP persons by identifying them through their sectors.

SEDCO

The solution dramatically reduces costs as there is no need to print brochures and other promotional material. Airtel Ghana utilized the digital screens to advertise about its products and services to the waiting customers.

In addition to improving the operational processes, the system enables Airtel Ghana's administration to utilize the gathered data by the system for better resource allocation and planning.

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