Case Study: Banorte reduces waiting times and transforms customer service across 800 branches with Wavetec’s Customer Flow Management Solution

Banorte installs Wavetec’s Customer Flow Management Solution at 1000+ retail branches in Mexico

Banorte, one of Mexico’s largest retail banks, faced heavy branch traffic (400–800 customers per day) and set out on a Branch Transformation Project to improve customer experience, cut wait times and optimize staff productivity. To meet these goals it selected Wavetec’s Customer Flow Management Solution — a customizable queue management and self-service technology package tailored to Banorte’s service model.

Wavetec delivered a turnkey queuing system across more than 800 branches, combining card-reading self-service kiosks, Donatello Wavetec Digital Signage LCDs and the Wavetec Live Reporting System with real-time dashboards. The deployment enabled prioritized, fair service, reduced customer waiting and staff idle time, and gave Banorte actionable, real-time and historical KPIs to adjust calling logic and resource allocation across branches.

Banorte