Case Study: Capitec Bank enhances the client experience with Scala digital content management

Capitec Bank Enhances the Client Experience using Scala Digital Content Management

Capitec Bank, a fast-growing South African retail bank with 4.7 million clients, wanted to improve the in-branch experience and reduce the confusion caused by long waits and shifting queues across its 560 branches. Working with Scala and its integration partner Ethniks, Capitec sought a solution combining electronic queue management with digital signage and content management.

Scala helped deliver a system that shows real-time wait information, calls customers through audible prompts, and displays marketing and service content on 42-inch and 32-inch screens across branches. The solution improved customer satisfaction, made queue handling more controlled and fair, and gave Capitec better visibility into consultant and branch performance, while helping reduce wait-times and support more productive visits.

Capitec Bank

Charl Nel

Head of Communications