Case Study: Capitec Bank speeds up branch service by 54% with Verint Workforce Management

Capitec Bank speeds up branch banking by 54% with Verint

Capitec Bank, South Africa's largest retail bank, faced a challenge with branch service times, where 11% of client visits exceeded their service target. This resulted in approximately 320,000 clients each month waiting longer than expected. To address this, Capitec partnered with vendor Verint Systems to implement Verint Workforce Management for Branches, aiming to improve capacity planning and staff engagement while reducing wait times.

The solution involved using Verint's WFM Branch Forecaster and Scheduler to accurately predict hourly client demand and create optimized staff schedules. As a result, Verint helped Capitec achieve a 54% improvement in time to service, significantly reducing average waiting times. The bank also reached 95% forecast accuracy and improved branch manager engagement by over 25%, demonstrating the powerful impact of the Verint implementation.

Capitec Bank