Commercial Bank of Ethiopia selected SEDCO self-service and queue management solutions in collaboration with Moti Engineering
Ethiopia — Commercial Bank of Ethiopia (CBE), one of East Africa’s leading financial institutions, has selected SEDCO’s Digital Branch Transformation solutions, including advanced Self-Service Banking and Queue Management, in collaboration with its local partner, Moti Engineering. The deployment is designed to enhance customer experience, streamline branch operations, and support CBE’s ongoing digital transformation strategy.
The initiative introduces a smarter and more efficient branch experience across selected CBE locations. SEDCO’s Customer Visit Management solution combines intelligent queue management with digital signage, customer feedback, and real-time business intelligence, enabling the bank to optimize customer flow, improve service visibility, and enhance operational performance.
A key component of the project is the deployment of advanced self-service banking kiosks across five key CBE branches as part of the first phase. Available 24/7, the kiosks enable customers to independently complete selected routine banking transactions, reducing pressure on teller counters, shortening waiting times, and allowing branch staff to focus on more complex customer needs. Combined with digital communication channels and real-time monitoring, the deployment also helps CBE manage branch traffic, reduce reliance on paper-based processes, and deliver a more seamless, efficient, and convenient banking experience.
The system is fully integrated with CBE's core banking environment, supporting intelligent service routing and greater visibility across the branch journey. Digital signage guides customers throughout their visit, while customer feedback tools provide valuable service insights. In addition, real-time business intelligence dashboards provide branch managers with visibility into key performance indicators across both self-service banking and customer visit management. These include self-service transaction volumes, kiosk utilization, transaction completion rates, service availability, customer traffic, waiting times, service times, and counter performance, enabling data-driven decisions and continuous service improvement.
Key Capabilities of the Digital Branch Transformation Solution
The deployment includes several key capabilities designed to enhance the branch experience:
- Smart Queuing: Digital ticket generation through tablets and mobile channels, reducing the need for printed tickets.
- Customer Notifications: SMS updates to keep customers informed about their queue status.
- Digital Signage: In-branch displays to guide customers and improve communication.
- Customer Feedback: Tools to capture customer satisfaction and service insights.
- Business Intelligence: Real-time dashboards and analytics to monitor branch performance and customer flow.
- Self-Service Kiosks: Automated service points that support selected routine banking services and reduce counter pressure.
Commenting on the project, Imran Sharif, Business Development Manager at SEDCO, said:
"Our collaboration with Commercial Bank of Ethiopia marks an important milestone for digital branch transformation in East Africa. By combining advanced self-service banking with intelligent customer visit management, CBE is delivering a more efficient, convenient, and customer-centric branch experience while setting a new benchmark for banking innovation in Ethiopia."
The project was delivered in collaboration with Moti Engineering, SEDCO's local partner in Ethiopia, combining SEDCO's digital banking technologies with Moti Engineering's local implementation expertise.
About Commercial Bank of Ethiopia
The Commercial Bank of Ethiopia is one of Ethiopia’s leading financial institutions, serving millions of customers through an extensive branch and digital banking network. The bank continues to play a key role in supporting financial access, economic growth, and modern banking development across Ethiopia.
About SEDCO
SEDCO is a global provider of customer experience and digital branch transformation solutions. Headquartered in Dubai, SEDCO delivers queue management, self-service kiosks, digital signage, customer feedback, and business intelligence solutions for banks, healthcare providers, telecom operators, government entities, and other service-driven organizations worldwide.
About Moti Engineering
Moti Engineering is a leading technology solutions provider and systems integrator in East Africa, specializing in banking automation, IT infrastructure, and digital transformation solutions. The company supports financial institutions with technologies designed to improve operational efficiency and expand access to digital services.
