Digital signage software provider Scala recently announced that its digital content management software has been installed as part of an electronic queue-management system, with digital signage, throughout 560 Capitec Bank branches across South Africa. System integrator Ethniks worked closely with Capitec Bank to create a system that enables effective communications to customers, improves the in-branch experience, reduces customer wait-times and increases business productivity, according to the announcement.
Ethniks combined the Q Matic queue-management system with Scala’s digital content management platform. The system allocates a number to each visitor upon entry to the branch, calling the numbers in sequence as consultants become free by way of 42-inch and 32-inch screens installed on the walls or ceilings in Capitec branches’ “One to One” and “Deposit & Enquire” areas. Displaying the numbers and queue times on-screen, along with also issuing audible voice prompts, allows customers to visualize their position in the queue and anticipate the time at which they will be served, the company said.
“Customer wait-times and the in-branch experience are very important metrics for retail banks,” said Charl Nel, head of communications for Capitec, in the announcement. “We saw that we could improve performance in both respects by providing real-time information allowing clients to assess their likely wait-time and even decide to return later without losing their place in the queue. In practical terms the content we can display is only limited by the size of the screens. We have found that displaying the last six numbers called helps customers’ awareness of the likely wait-time, as this can vary according to a number of factors such as the time of day.”
Further refinements were made to the system, including the collection of management data such as consultant productivity, which allows the bank to gain an insight into the performance of individual consultants and branches, the company said. The digital signage remit was expanded to present a wider range of content, including notices and special offers when queue status information is not required.