Case Study: Regions Bank achieves 30% annual appointment growth and faster customer service with Engageware

How Regions Bank has set itself apart from its competitors as a customer-focused bank

Regions Bank, a top U.S. regional bank with roughly 1,500 branches and $129 billion in assets, faced rising customer expectations for instant, flexible service and persistent complaints about long in-branch waits. The bank needed an omni‑channel way to connect customers with the right banker at the right time while protecting staff productivity and reducing double‑booking and no‑show downtime.

Regions partnered with Engageware to deploy intelligent online appointment scheduling accessible by phone, web, mobile and QR codes in-branch, enabling customers to pick location, time and service and allowing staff to prepare for each visit. The solution produced strong adoption and customer satisfaction, drove a steady 30% annual increase in booked appointments (up from 25–30K annually), supported a 12‑hour crisis response for hurricane‑impacted branches, and is being expanded to mortgages and in‑branch queue management.

Regions Bank

Eric Dixon

Assistant VP of OmniChannel CRM