Case Study: United Bank Limited achieves reduced wait times and higher customer satisfaction across 291 branches with Wavetec

UBL partners with Wavetec for a Digital Transformation Journey across 291 Branches

United Bank Limited (UBL), one of Pakistan’s largest banks with over 1,385 branches and 4 million customers, faced high footfall, long queues and inconsistent service levels across its branch network. To modernize its in-branch experience and address growing digital expectations, UBL partnered with Wavetec to implement a Branch Transformation Solution centered on a Queue Management System and integrated digital signage.

Wavetec deployed the solution across 291 UBL branches—covering 1,100 counters and handling up to 50,000 tickets daily—with ticket dispensing kiosks, LCD and video-wall displays, customer feedback tablets, and centralized live dashboards and BI. Wavetec’s system enables real-time monitoring of Average Waiting Time, Average Service Time, transaction accuracy and teller punctuality, allowing dynamic counter allocation and performance tracking; the result has been higher customer satisfaction, drastically reduced complaints and increased deposits for UBL.

United Bank Limited