Case Study: LHV Pank cuts wait times by one-third and boosts customer experience with Qminder

LHV Managing 170,000+ Clients With a Digital Queuing System

LHV, Estonia’s largest financial group serving 164,000+ banking clients and 177,000+ pension customers, needed to break the stereotype of long in-branch waits while preserving a high-quality, personalized service experience. To streamline flows and improve speed, appearance and simplicity, LHV adopted Qminder’s digital queue management system in 2015.

Qminder provided a cloud-based queuing solution and 24/7 support that cut wait times by at least one third, enabled personalization (greeting customers by name), and captured performance metrics (wait time and service time) at the line, desk and employee level. Those improvements helped LHV sustain top service scores (94.1% in a national service survey) while reducing staff load, improving throughput, and making it easier to monitor and coach employees—results driven by Qminder’s analytics and operational features.

LHV Pank

Kristel Roostfeldt

Head of Client Services