Kenya Commercial Bank, one of the oldest and largest Banks in Africa has now partnered with Wavetec to shape its customer journey and experiences at retail banking level. With over 170 branches in Kenya and serving over 2 million customers across the region, it was very integral for KCB to maintain and enhance the value of each customer’s visit.

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, Customer Feedback Units, 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, it made the existing primitive 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, 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, 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.