Case Study: Takaful Al Rajhi Group achieves 70% reduction in waiting times and improved customer satisfaction with Wavetec's Atlas customer experience solution

Takaful Al Rajhi Group invests in Wavetec’s solution to optimize and enhance customer journey

Takaful Al Rajhi Group, a leading Shariah-compliant insurer affiliated with one of Saudi Arabia’s largest banking institutions, faced heavy branch traffic (250–300 customers/day), long average waits of 1.5–2 hours, and an outdated, costly queuing system that lacked appointment management and centralized monitoring. Seeking to organize in-branch workflows, inform customers of wait times, and empower management with real-time oversight, the Group selected Wavetec’s Atlas customer experience management solution.

Wavetec deployed Atlas across five major branches, combining intelligent queue management, touchscreen ticketing kiosks, digital counter displays, a custom mobile app and web appointment module, Opinion Plus feedback tablets, Teller Station Units, and Spectra real-time reporting dashboards. The Wavetec solution cut queues and waiting anxiety, delivered a 70% decline in waiting times (reducing average wait to about 30 minutes), improved staff productivity and customer satisfaction, and provided cost-effective, centrally monitored performance data — all rolled out with rapid two-day deployment and strong after-sales support.

Takaful Al Rajhi Group