Case Study: SunTrust Banks achieves 500% ROI and 200%+ increase in sales per FTE with Verint Systems

SunTrust Banks - Customer Case Study

SunTrust Banks, a major regional retail bank with more than 1,600 branches and over $172 billion in assets, sought to create a common branch operating model to boost sales force productivity. After a prior workforce optimization win, SunTrust engaged Verint to define achievable sales goals, test an optimized sales model in live branch pilots, and prepare the network for wide-scale adoption.

Verint applied its workforce optimization methodology—revising the branch sales/service model, refining outbound/inbound protocols, simplifying account processes, and introducing time-management and staffing reports—then phased pilots and rollout. The program produced a greater than 200% increase in sales per FTE per day, an estimated $40M in annual revenue opportunity from full implementation, redeployment of staff to higher-opportunity markets, schedule realignment to focus on sales, and a reported 500% return on investment.

SunTrust Banks

Jane Barringer

Senior Vice President