Case Study: Capitec Bank achieves faster scheduling and better in-branch customer experience with Verint Systems' Workforce Management

Capitec Bank Transforms In-Branch Customer Experience and Efficiency with Verint

Capitec Bank, South Africa’s largest retail bank with over 11.5 million clients and 840+ branches staffed by more than 11,000 in-branch professionals, faced major forecasting and scheduling challenges. Relying on whiteboards, spreadsheets and regression models based on the previous 90 days, branch staffing was slow, error-prone and inflexible—branch managers spent up to half their day building schedules, and the bank risked both understaffing during peaks and overstaffing during lulls, which hurt customer satisfaction and staff morale.

Capitec deployed Verint Workforce Management to automate forecasting and scheduling, give central and branch-level visibility, and apply customised algorithms for teller and one‑to‑one inquiry demand. The change cut manager scheduling time from roughly five hours a day to about 10 minutes, sped regional reporting from a day to 10 minutes, improved customer satisfaction by automating routine admin, increased staff engagement by matching preferred schedules, and delivered real‑time operational insight across the branch network.

Capitec Bank

Karl Senekal

Forecasting and Scheduling Technology Team Leader