The Commercial International Bank (CIB) utilizes SEDCO queue management system to streamline the customer journey in more branches
In a step towards optimizing the customer experience, the Commercial International Bank (CIB) – a leading privately owned bank in Egypt, implemented SEDCO’s advanced queue management system in more branches, covering a total of 210 branches across the country.
Through a long-standing partnership with CIB, SEDCO’s queuing system has been helping the bank manage the customer flow more efficiently, by eliminating queues and streamlining the customer journey in CIB branches.
SEDCO’s queuing system, which consists of ticketing kiosks, digital screens, and advanced BI, reduced the customer waiting time, improved the customer service, and empowered CIB management to monitor all branches from the head office.
After issuing a queue ticket from SEDCO kiosk, CIB customers can check their turn status on the digital screens. In addition to the queue info, the smart digital signage system displays targeted ads to increase customer purchase intent. The digital screen system is also integrated with audio announcements to call customers forward to CIB service counters.
Through an easy-to-use employee software, CIB tellers and bankers can easily control queues, view customer info for better cross-selling, and communicate with their managers for immediate support.
The advanced queuing system also allows CIB branch managers to view statistics about queues and waiting customers. For instance, if the waiting time for a certain service is too long and many people are in one line, the branch manager can decide to open another service counter to operate more efficiently.
“We take pride in having a strong partnership with CIB bank, and transforming together the banking customer experience. Our advanced queuing system includes real-time dashboards to better monitor employee/ branch performance, generate reports, and gain deep insights about customer trends in order to increase revenues and meet the bank’s KPIs,” stated Mohammad Adi, Regional Sales Manager at SEDCO.
