Case Study: Kenya Commercial Bank (KCB) achieves reduced wait times and improved customer satisfaction with Wavetec

Kenya Commercial Bank (KCB) partners with Wavetec to enhance its Customers Experience

Kenya Commercial Bank (KCB), East Africa’s largest financial services group with 230 branches across six countries, faced overcrowded retail branches, long queues and rising customer dissatisfaction. To address these challenges KCB partnered with Wavetec to deploy Electronic Queue Management Systems (EQMS) and Digital Signage to reorganize customer flow and improve the in-branch experience.

Wavetec implemented EQMS in 26 KCB branches (expanding to 52 by June 2014) using custom 15" touch-screen ticket kiosks with dual printers, counter LED displays and Donatello digital signage, all managed via a centralized web-based application providing real-time and historical reports on waiting/service times, teller performance and customer satisfaction. The Wavetec solution reduced real and perceived waiting times, improved teller efficiency, enabled targeted communications to boost revenue, and is proven at KCB’s largest 34‑counter branch handling over 2,000 customers a day as a model for other banks in Africa.

Kenya Commercial Bank