Case Study: Capitec Bank achieves 20–25% efficiency improvement and reduced waiting times with Qmatic

Capitec makes banking easier for customers with qmatic

Capitec Bank, a South African retail bank launched in 2001, faced a need to modernize branch operations, simplify customer journeys and reduce long queues while preserving personal service and accessibility. To address these challenges it partnered with Qmatic, deploying the Qmatic Orchestra Enterprise platform along with Qmatic self-service kiosks, signage and voice-calling systems and centralized reporting to transform how customers are greeted, identified and routed to the right staff.

Qmatic’s solution centralized management of all 860 branches, used card‑reader kiosks to pre‑identify customers and prepare back‑end processing, integrated calling prompts with staff PCs, and delivered live and historical analytics for staffing and service decisions. The Qmatic system improved customer experience, reduced waiting times, optimized staff scheduling and delivered a measurable 20–25% efficiency gain across branches, while providing inclusive audio‑visual calling and actionable service data for Capitec Bank.

Capitec Bank

Carl Fischer

Executive Marketing and Corporate Affairs