Case Study: Oriental Bank achieves over 50% shorter wait times with JRNI

Oriental Bank reduces waiting times by over 50% with JRNI

Oriental Bank, one of Puerto Rico’s largest banks, faced persistent branch frustrations from long, uncertain wait times, manual waiting lists, and poor visibility into customer volume and staffing needs. To address this and to support its continuous-improvement goals, Oriental Bank implemented JRNI’s appointment booking platform and centralized appointment data across channels.

JRNI moved the bank’s entire appointments process onto its booking platform and a centralized dashboard, giving real-time data and cross-channel visibility and enabling staff training and new workflows. As a result, booked customers saw wait times fall by over 50% (around 3 minutes versus 13–14 for walk-ins), the system handled roughly 13,000 bookings per month, and Oriental Bank gained the capacity-planning and continuous-improvement intelligence it needed — all delivered in partnership with JRNI.

Oriental Bank

Jessica Lugo

Vice President Retail Strategy Officer