Capitec Speeds Up Branch Banking by 54% Using Verint

Every day, the branch network supports millions of clients, where time to service plays a critical role in the client experience. When clients arrive at a branch, they receive a ticket and wait to be assisted at a service desk. Until recently, around 11% of branch visits took longer than the bank’s service target, according to Piet Potgieter, Delivery Lead at Capitec.

With an average of 3.8 million clients served each month, this meant that around 320,000 people were waiting longer than expected for assistance. “We needed a modern way to plan capacity more accurately, so we could serve clients faster,” says Karl Senekal, Solution Architect at Capitec. “At the same time, we wanted to improve time to service while avoiding overstaffing and unnecessary overtime, supporting lower attrition and stronger employee engagement.”

Timely and accurate branch workforce forecasts, powered by Verint, help the bank make better decisions every day. These insights shape staff planning, support stronger engagement, and enable faster, more consistent service for clients.

As a result, time to service has improved by 54%, reducing average waiting times across 850+ branches. With 95% forecast accuracy, operational teams can plan with confidence and respond more effectively to daily demand.

Capitec delivered meaningful improvements across service, efficiency and staff engagement as part of its time-to-service initiative.

• 54% improvement in time to service
  Average waiting times were significantly reduced across the branch network. Around 320,000 of the 3.8 million monthly branch visits previously exceeded the service target. Today, this has been reduced to 180,000. This means that the number of clients waiting longer than expected has decreased by more than 25%.
• 95% forecast accuracy at hourly level
  High forecasting accuracy has increased confidence in daily operational decisions and strengthened branch-level planning.
• Stronger manager engagement through gamification
  Branch manager engagement increased by more than 25%, encouraging peer learning and collaboration. Underperforming branches were identified and supported, helping reduce time-to-service breaches and embed a service-first culture.
• Clearer link between actions and client experience
  Staff now have better visibility into how daily planning and attendance decisions directly affect client waiting times and service quality.

“Reporting has also improved,” says Potgieter. “Teams can now clearly see time-to-service targets alongside actual performance at branch level, where targets were missed, where own goals occurred, and how many clients were served.”