Large National Bank Doubles Appointments and Reduces Walkouts
Automation helps reduce appointment no-shows and branch walkouts while increasing traffic and sales.
Results
- 2X
appointment traffic.
- 70%
reduction in appointment no-shows.
- 60%
reduction in branch walkouts.
About the Large National Bank
A large national retail and commercial bank with over 900 branches serving 14 million personal and commercial customers wanted to improve their customer experience (CX) while driving more traffic and sales across its branch network. The bank undertook a branch transformation initiative to better integrate the branch into its omnichannel strategy and provide a more seamless experience for customers in-branch and online.
Opportunity
The goal of the transformation initiative was to ensure every customer received the support they needed, at a time that best suited them, and that their interaction could easily transition across the bank’s digital and physical channels. Central to this strategy was the implementation of a robust digital appointment booking system that would empower customers to schedule meetings with bankers at their convenience. Enabling online appointment scheduling for either video bankers or in-branch specialists was a key factor in achieving this goal.
Solution
Verint Appointment Booking
The bank partnered with Verint to deploy Verint Appointment Booking and Verint Queue Management software solutions. Digital appointment booking enabled the bank to provide a seamless, omnichannel scheduling experience, allowing customers to book appointments online, via mobile, or in-branch—at a time and place that was most convenient for them.
Accessible on the bank’s website and through their intelligent virtual assistant (IVA), customers can use the intuitive calendar interface to view a banker’s availability in real time and book an in-person appointment in the branch or a virtual appointment with a video banker from the comfort of their homes.
Thanks to the customizable booking interface, the bank can ask questions to better personalize the interaction, allowing both the banker and the customer to be prepared for the meeting. Automated SMS notifications ensure the customer is reminded of the appointment, helping significantly reduce no-shows. Customers now know when they are coming in, where they are going, and the specific topic to be discussed.
Verint Appointment Booking also seamlessly integrates with the bank’s CRM and analytics systems, in addition to a direct integration with Verint Branch Scheduler, which ensures banker availability is always up to date and accurate.
The software is proving particularly helpful in increasing access to the bank’s community bankers, who visit customers at home and within the community. It allows community bankers and branch colleagues to schedule future appointments for preferred dates and locations.
“The Verint Appointment Booking solution definitely drives more bookings for the video banking team. Since we introduced it, we’ve seen twice as many bookings come into our schedules.”
Solution
Verint Queue Management
The bank also realized that in-branch wait times and walkouts were negatively impacting their CX and sales growth goals, so they also implemented Verint Queue Management. This solution enables the bank to manage customers’ wait-time expectations more effectively.
Upon arrival at a branch, the customer is greeted and added to a virtual queue, along with the topic they wish to discuss. The system automatically identifies the best associate to serve the customer and provides the expected wait time until that individual is available. The customer is also given the option to receive text messages with updates and reminders. The customer can decide to stay and wait, or to leave and return if time allows, knowing their place in line is secure.
This digital queuing system helps the bank significantly lower walk-out rates by clearly setting expectations for wait times from the start of the customer journey. It also gives staff insights into visit timing and customer needs, allowing them to match advisors more effectively and deliver a high-quality experience.
Benefits
With Verint Appointment Booking and Verint Queue Management, the bank was able to:
- Double its appointment traffic compared to previous manual, phone-based booking methods
- Reduce no-shows by 70 percent
- Increase new customer acquisition, as 60 percent of the customers who booked an appointment through the solution were new to the bank.
- Reduce walkouts by 60 percent
- Enable bankers to be better prepared for their conversations with customers.
The Verint solutions also heightened the bank’s understanding of what customers are looking for by offering enterprise-grade analytics and insights into the entire customer flow, appointment outcomes, and staff performance.
Overall, Verint Appointment Booking and Verint Queue Management contributed to fewer no shows/walkouts and increased sales.
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