Case Study: CRDB Bank Revamps Customer Service Experience with Wavetec

CRDB – A Commercial Bank in Tanzania Revamped its Customer Service Experience with Wavetec’s Support

CRDB Bank, a leading commercial bank in Tanzania and East Africa, needed a more scientific way to manage customer flows, reduce queue confusion during peak hours, and gain visibility into service performance. The bank partnered with Wavetec to address these challenges with a queue management and self-service customer experience solution.

Wavetec deployed standard queue management, digital signage, and customer feedback solutions across CRDB branches, including kiosks, ticket calling, and feedback units. The result was streamlined queues, better guidance for visitors, shorter perceived and actual wait times, fewer walk-aways, improved customer satisfaction, and actionable insights into waiting times and teller performance; CRDB also praised Wavetec for delivering on time and adding Swahili language calling support.

CRDB Bank