Prime Bank improved customer service at Mohakhali branch
As, for last few years, financial sector of Bangladesh has become very competitive; banks have also invested heavily on ICT infrastructure.Â All these initiatives are aimed at improvement in
Â efficient customerÂ services or offering new services. However, banks have not focused on their branch service management. The typical scenario bankâ€™s branch shows the crowded environment with undisciplined queue of customers. Overall experience of most of the customers going in branch is not a pleasant experience.
Prime Bank Limited has done a pilot project of improvement of the queue system in their Mohakhali branch of Dhaka recently. Under this initiative, they have deployed a queue management solution from Business Automation for providing disciplined & guided customer experience. Customers are selecting the services from a touch screen kiosk, taking a token and waiting in a reserved space. The system is announcing the tokens with displaying the counter number. The branch manager can see the statistics on waiting customers from his desk and can re-arrange the counters in line with the traffic of customers. This has taken the customer services to the next level. Â