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    Posted May 6, 2014 by
    Nairobi, Kenya
    This iReport is part of an assignment:
    The Africa we don't see

    KCB Introduces EQMS to Beat Queues

    KENYA Commercial Bank has announced a partnership with Wavetec in a bid to enhance customer experience, eliminate bank queues through installation of various technologies in their banking halls.

    Wavetec installed its queue management solutions in 26 KCB branches where this number will grow to 52 by end of June, 2014. Wavetec holds extensive experience in providing companies with completely customized queuing solutions and specialize in understanding customer touch points and ways to improve customer experiences. To maximize this customer journey experience solutions such as Dual Printer Kiosks, Central Reporting Software and Donatello’s (Digital Signage Solution) were installed at all branches.
    Prior to the adoption of queue management system, KCB faced several customer flow issues such as crowded waiting areas and long disorganized queues at all retail branches. Moreover with the increasing number of customers at branches, made the manual system incapable of responding to the customer flow. Thus resulting in high customer dissatisfaction and high number of complaints. The EQMS Solution provided by Wavetec to KCB integrates advanced set of features that delivers the true value of technology for the success of creating customer experience.
    KCB now uses a completely customized end to end solution which allows them to manage long queues and able to monitor key performance indicators such as service time, wait time, and employee efficiency. The biggest branch of KCB is currently operating with 60 counters and is now considered as working model for other banks in Africa.
    Mr. Samuel Makome, Chief Business Officer and Managing Director at KCB explain:
    “We are able to manage the queue and the customer is able to get the ticket from the kiosk and is directed to the service. The waiting time is properly managed and the customer is able to wait for his/her turn. This is part of our overall focus on customer leadership and giving good customer service. As a bank we are fully committed in giving good customer service. The queue management system that has been installed is part of ensuring that our customers get the wow experience.”
    Wavetec being a global player in the sphere of Queue Management Solutions holds an extensive experience. With successful queue management systems installed in over 40 leading banks namely, Lloyds, Standard Chartered, Citibank, Stanbic, Interbank and Barclays; Wavetec now stands at the forefront of QMS and integration services. Moreover Wavetec’s solutions have gained recognition and visibility in the African market due to the installations done at Equity Bank, KCB, Emirates Airline office, NOKIA Care outlets, Kenya Power Customer service Centre, therefore strengthened the belief in Wavetec’s solutions in the African market.
    Through the implementation of Wavetec's technological innovation and infrastructure development solutions, KCB will now be able to monitor real-time performance of any branch and employees both on local and regional levels thus empowering them to enhance their customer experience and their focus on putting their valuable customer first.
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