Case Study: U.S. Bank reduces customer wait times with Verint Queue Management

U.S. Bank reduces customer wait times by 38% with Verint

U.S. Bank was struggling with in-branch customer service due to a manual, paper-based sign-in process. This led to lobby congestion, inconsistent service, privacy concerns, and an inability to track customer needs or wait times effectively. To address these challenges, the bank partnered with Verint to implement Verint Queue Management.

The Verint solution introduced a digital, virtual queue system where customers could check in via tablet, QR code, or kiosk. This provided real-time SMS updates on wait times and customer needs to both patrons and staff. By implementing Verint Queue Management, U.S. Bank achieved a 38% overall reduction in customer wait times, a decrease in walkouts by up to 20% in some branches, and a 10% improvement in operational efficiency through reduced service times.

U.S. Bank