Enabling banks to:
Boost company productivity, with a system that saves time for employees needing tech support.
Increase talent retention, by enhancing employee morale and performance.
Reduce business technology costs, by providing insights on IT support needs.
Our client is a British multinational banking and financial services company. It operates a network of more than 1,000 branches across more than 70 countries and employs almost 90,000 people.
Our client offers their banking services across the world, employing almost 90,000 people globally. To ensure their employees are able to work efficiently, strong tech support is needed at every headquarters. As a global business, the bank operates a 24-hour support team with tech bar located at key locations to help solve localised issues during peak periods. The tech bar serves as the centre of all internal operations by helping employees set-up, learn about and repair the technology devices that they use to power the bank’s business.
The tech bar receives high traffic from the bank’s employees that require help with their devices. In order for the bank to work efficiently, it’s essential that these employees can access service and support in a seamless, hassle-free fashion.
To ensure that every employee is seen quickly and without creating dwell time, the tech bar in the bank’s head office now use the Qudini Queue Management system. They selected Qudini as a globally operating company that could seamlessly deploy a flexible and customisable out-of-box solution to their international head office with little implementation cost.
Using the Qudini Queue Management system:
• Employees entering the tech bar for service join a digital queue from a tablet kiosk.
• Once added, the kiosk confirms their queue position and wait time.
• The employee receives a text confirming their queue position with a link to a live countdown for their wait.
• The employee can then use their wait productively inside or outside of the tech bar until the Qudini system sends them a text message when their turn draws near.
• When the employee returns to the tech bar, they are greeted by a staff member who use Qudini on an iPad to monitor and manage the queue.
The head office tech bar can manage the employees seeking service at the same time as servicing other employees needs using Qudini on their desktop devices.
Technology is essential to powering the employees who drive the bank’s business. Qudini ensures that these employees are able to maximise their time at the office by getting the support they need as soon as they need it and enabling them to use any waiting time productively.
The tech bar’s IT support team now have a central hub where employees bring devices for service and repair, so there is no need to waste time moving location. In addition, limited time is spent managing customers wanting service because Qudini automates everything.
Qudini provides the bank with valuable insights on their tech bar operations and uses. This enables them to understand which devices and tools are problematic and how to best deploy their technology budgets to save costs moving forward.
The bank’s employees are happier and more productive. Qudini’s technology enables them to complete their work on time, improving their day-to-day experience and work-life balance, ultimately helping the bank attract and retain top talent.
Learn how Qudini powering the Specsavers store of the future:
“Qudini has enabled us to have a much more pleasant customer experience in the store and we can definitely see that we’ve had a percentage growth in terms of revenue.”
“The footfall analytics and the task management analytics that we get from Qudini has really helped us to understand how the stores are actually planning time and utilizing the people in-store. It also gives us some really clear insights into when customers are coming in and what they want.”
“For us it’s all about retention. And Qudini allows us to give that value add to ensure that we are giving the best possible experience for customers at the start and end of their journey.”
“Without Qudini, I would feel a lot less in control than I do right now. But I know exactly what is going on in my store and it helps me lead my team a lot better and it gives me the time to be able to do that.”
“If Qudini was taken away from the store, I am not exactly sure how we would cope. I wouldn't even want to imagine life without Qudini."
“Learning to use Qudini is really, really simple. The steps are really easy. The user interface is really simple. It took me about half a day to learn how to utilize all the services.”
“If you are looking to improve your customer experience and increase sales then this is the best company to get in touch with. Qudini provides clients with the best possible solutions to uplift their current business set-up to new heights. Highly recommended!”
“We’ve been working with Qudini for a number of years now. We went through a robust selection process looking at the global industry leaders and we found that the flexibility and the speed at which Qudini worked really allowed us to roll forward with what we have now.”
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