Accra, Ghana – January 30, 2024 – Stanbic Bank, a leading financial institution in Africa, has revamped its customer experience across 42 branches in Ghana through the adoption of SEDCO's Customer Experience Management (CEM) solutions. This strategic initiative aims to enhance service operations, minimize wait times, optimize staffing, and boost overall efficiency within Stanbic branches to deliver exceptional customer journey.
The comprehensive CEM solution encompasses various innovative components that revolutionize the traditional banking experience, including mobile booking, queuing system, digital signage, mobile feedback, and business intelligence tools.
Customers can now conveniently schedule appointments via mobile booking before visiting the branch, receiving timely notifications and reminders. Upon arrival, they can swiftly check in using queuing kiosks and wait comfortably while being engaged with targeted content displayed on digital screens, enhancing their banking experience and generating additional revenue through promotional ads.
Moreover, customers are promptly notified when it's their turn to be served through audio announcements, digital screens, or mobile notifications in case they are waiting outside the branch.
The system's customer identification feature enables personalized and efficient services, streamlining various processes and facilitating targeted cross-selling opportunities based on customer profiles.
Upon completion of service, customers can provide feedback through their smartphones, enabling the bank to analyze feedback from various channels and ensure customer satisfaction.
SEDCO's advanced queue management system also includes a central management feature, empowering Stanbic branch managers to remotely monitor and control branches from a single location, with real-time alerts for technical issues or disruptions in business operations.
Commenting on the strategic partnership, Khaled Hayajneh, SEDCO's Business Development Manager, stated, "We are delighted to support Stanbic Bank in its digital transformation journey. The business intelligence integrated into the system enables the bank to closely monitor operations, predict trends through live dashboards and maps, as well as generate insightful reports and statistics. This facilitates Stanbic management in formulating successful strategic plans and making informed decisions at every level."
To learn about what SEDCO Customer Experience Management Solution can do for your business, contact us today!
