Scala today 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 customers’ wait-times and increases business productivity.
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 using 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, and also issuing audible voice prompts, allows customers to visualise their position in the queue and anticipate the time at which they will be served.
“Customer wait-times and the in-branch experience are very important metrics for retail banks,” explains Charl Nel, Head of Communications for Capitec. “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 digital signage remit was expanded to present a wider range of content, including notices and special offers when queue status information is not required.
“We are proud to have been involved in this project, providing a flexible solution across a vast number of locations,” said Damon Crowhurst, Sales Director, EMEA, Scala. “Evolving and improving the customer experience and service, and increasing business productivity are vital in today’s retail banking environment, and Capitec Bank has taken advantage of the latest technologies available to achieve this.
The Scala software was chosen for its benchmark content management features and flexibility, and its suitability for a seamless and cost effective integration with Q Matic. In particular, Scala provides powerful controls for organising, distributing and updating content, and is able to support smooth transitions between modes displaying wait-time information and marketing presentations.
“Successfully integrating queue management with the Scala software has enabled us to create a solution meeting all of Capitec’s goals in relation to client satisfaction, marketing communications and business improvement,” says Petrus Venter, CEO at Ethniks.
Capitec (capitecbank.co.za) is a South African retail bank focused on providing easy and affordable banking services to its clients via the use of innovative technology. Fingerprint Biometrics and photo identification is used to streamline the paperless branches’ processes and make branch transacting easier. The bank bases everything it does on simplicity, affordability, accessibility and personal service.
Ethniks (ethniks.com) is Full Service Company, Southern African agent for Scala. Ethniks was founded in 1987, the company has over 20 years’ experience in technology implementation, integration and support services. We have 100+ Employees plus Support Infrastructure countrywide. Benefits are delivered through appropriate best of breed technologies. Whether it is being seen in the boardroom, reception, a shopping mall, hotel room, restaurant, airport, on a production line, in an office or an interactive kiosk, Ethniks will help you communicate your message to staff, sales people and customers in a way never before possible!
Driving more than 500,000 screens worldwide, Scala (scala.com) is the world leader in location-based media designed to influence human behavior actively and intelligently. We love creating intelligent digital signage solutions that move products, consumers, and sales metrics. Scala solutions increase sales, improve brand loyalty, optimize customer experience, and reinforce business objectives. Scala is headquartered near Philadelphia, Pa. and has subsidiaries in The Netherlands, France, Norway, Germany, Japan, and India, as well as more than 500 partners in more than 90 countries.