SOLUTION OVERVIEW
ADIB BANK INDUSTRY
Retail Banking
REGION Egypt
GEOGRAPHY 70 branches in Egypt
The situation and challenges
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Increase sales and customer awareness.
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Increase revenue.
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Create customer journey business intelligence.
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Improve customer loyalty.
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Unable to segment customers.
The Results
The Qmatic system supports relationship building because branch office staff can now easily interact with waiting customers.
Digital signage and context marketing helped ADIB Bank in offering more services by branch media solutions. ADIB can now present brand information, new services and entertainment while customers are waiting. As well as exposing its Gold customers to different marketing materials to better serve their needs.
The solution
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Customer Journey Management has the means to segment the customers into different queues where appropriate, depending on service needed and customer segment.
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Qmatic Intro 17 with card reader assisted ADIB in differentiating its Gold and smart customers from its regular customers through reading the customers card as soon as they arrive to any branch.
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Fully integrated business intelligence module to monitor and analyze branch and staff performance.
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Enhance gold customer satisfaction through lounges done by card reader to differentiate.
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Increase sales and product awareness through orchestra digital signage and context marketing.
LOOKING FOR
Ways to redesign its customer experience with emphasis on VIP customers.
Ways to monitor and create journey and insight analysis.
Ways to inform customers all over Egypt about the new offers and news about the bank.
A solution that is fully centralized.
THE SOLUTION
Qmatic Orchestra Enterprise platform to manage all 70 branch offices in Egypt from one central location.
Self-service kiosks with card readers for personal identification.
Central digital signage system and voice calling system for customers and staff.
Statistics and reports for management and staff
THE BENEFITS
Improved customer experience.
Reduced waiting time by 28.7%.
Decreased walk away rate.
Improve operational efficiency by 21%.
Benchmarking and long term business improvement based on data.
Gold customers have more benefits.
Optimized staff scheduling.
ADIB Bank excels in customer segmentation
"In alliance with ADIB Bank’s focus on its premium customers, the new solution from Qmatic offers segmentation for all clients through their card,—with capability to minimize waiting times."
