In order to increase their operational efficiency and improve customer service, Commercialbank in Qatar have invested in CFM from Qmatic. So far ten Retail and three Islamic Banking branches are equipped with CFM, with more Commercialbank (Cb) installations planned for the future

“The branches that are using the statistical reporting system have saved up to five days on reporting per month,” said Samantha Herman, change management officer at Cb.

Other benefits achieved include centralised staff performance reviews, resulting in staff themselves being able to recognise the need for progress and as a result a steady improvement is taking place. Management have also been able to realign resources in accordance with findings through the Qmatic system, such as seeing where the peaks and troughs are in customer volumes.

“We can control our customer traffic efficiently and also track served customers in terms of volumes and transactions,” said Mehtab Hussein, airport branch manager. We can control our customer traffic efficiently and also track served customers in terms of volumes and transactions.”

The customers are segregated as they walk through the doors, and placed in a virtual queue for the relevant service straight away. This enables the right members of staff to deal with the relevant enquiries reducing the risk of customers queuing unnecessarily.

“This has led to a clear confidence boost among our customers, as they can now see where they are in the virtual queue as soon as they enter the branch,” said Mehtab Hussein.

The CFM solution has also increased the up sell and cross sell opportunities at the branches, with LCD screens displaying targeted messages to the customers whilst they are waiting.

“As we are now able to keep our customers informed through the messages on the screens, we can clearly see that their perceived waiting time is drastically reduced,” he said.

The messages on the LCD screens are updated and managed centrally across the network of branches, giving the management complete control over their messaging. The screens are also showing waiting information to customers.