Case Study: Habib Bank Limited (HBL) boosts customer experience and cuts wait times with Wavetec Queue Management & Video Wall solutions

HBL optimizes customer experience with Wavetec video walls & Queue Management solutions

Habib Bank Limited (HBL), Pakistan’s first and largest commercial bank with 650+ branches and over 23 million customers, needed to replace an obsolete queue management system and integrate a new solution seamlessly with its core banking platform. In 2019 HBL engaged Wavetec and installed Wavetec’s Queue Management system (including video walls and related customer-facing hardware) in five branches to improve visitor flow and service delivery.

Wavetec deployed a customizable suite—Virtual Queue Management, video walls, digital signage, 10" Opinion Plus feedback units, M-13 interactive kiosks with card reader, and Spectra Reporting and Dashboards—integrated with HBL’s core banking so bank customers receive priority and operations teams can run tailored reports. The Wavetec solution delivered reduced customer wait times, contactless and optimized touchpoints, smoother digital onboarding, improved service quality and higher customer satisfaction, along with lower operational costs and positive customer/business feedback.

Habib Bank Limited