Case Study: a large national retail and commercial bank doubles appointments and reduces walkouts with Verint

a large national retail and commercial bank doubles appointment traffic and cuts no-shows 70% with Verint

A large national retail and commercial bank sought to improve customer experience and drive sales by integrating its branches into an omnichannel strategy. A key challenge was ensuring customers could easily schedule support at their convenience, while also reducing in-branch walkouts caused by wait times. To address this, the bank partnered with Verint.

Verint implemented its Appointment Booking and Queue Management solutions. This provided a seamless digital scheduling experience and managed in-branch wait times with virtual queues and notifications. As a result, the bank doubled its appointment traffic, reduced appointment no-shows by 70%, and cut branch walkouts by 60%. Verint's solutions also improved banker preparedness and provided valuable customer insights.