Case Study: Wells Fargo Bank achieves 95–98% forecast accuracy and optimal branch staffing with Verint Systems' Impact 360

Wells Fargo Bank - Customer Case Study

Wells Fargo, a major U.S. retail bank with over 13 million customers and a decentralized branch model, faced inaccurate forecasts and slow adoption of a company-wide staffing system that left branches understaffed and service inconsistent. With every 1% increase in customer retention worth an estimated $20 million, the bank sought a more accurate, user-friendly forecasting and scheduling solution to improve customer satisfaction and branch productivity.

Wells Fargo ran a forecast accuracy contest and selected Kiran Consulting Group, whose models beat competitors by 30%. Kiran built a staffing system that evolved into Exametric and is now offered as Verint’s Impact 360, deployed across thousands of branches. The solution delivered 95–98% transaction forecast accuracy, roughly 95% branch utilization and broad adoption, enabling optimal staffing, reduced operating costs, and improved customer satisfaction and retention.

Wells Fargo Bank

Bob Chlebowski

Executive Vice President, Distribution Strategies