Case Study: ShoreBank achieves improved branch efficiency and increased sales with Verint Systems' Impact 360

ShoreBank - Customer Case Study

ShoreBank, a $2.1 billion community-development bank serving underserved neighborhoods in Chicago, Cleveland, and Detroit, needed to improve branch efficiency after relying on manual processes (spreadsheets) for staffing and scheduling. With more than 50 tellers, branches were often understaffed during peaks and overstaffed during lulls, hurting customer service and sales as the bank prepared to grow its branch network.

ShoreBank implemented Verint Witness Actionable Solutions’ Impact 360 for Retail Financial Services Managed Services, partnering with Verint and Fiserv to gather teller data and enable accurate forecasting and automated scheduling. The result: better staffing alignment, improved loan referrals and mortgage sales, reduced administrative time, roughly half an FTE saved per branch, extended hours without raising headcount, and smoother expansion supported by a floating team.

ShoreBank

Paul Navarrete

Manager Of Customer Experience