News

Abu Dhabi bank uses self-service solutions to better serve customers

March 1, 2011

Qmatic, a queue management company and the inventor of customer flow management (CFM), has partnered with the National Bank of Abu Dhabi (NBAD) to improve branch efficiencies and provide effective information for better resource planning.

Qmatic Middle East has so far installed more than 50 CFM systems across NBAD's branches in the United Arab Emirates, according to Ameinfo.

The CFM system helps identify a customer by linking to the bank's existing customer database system. The live integration offers the bank a live means of channeling information between branches and head the office. The management tool also sends back vital information via online dashboards enabling managers to make executive decisions when situations arise at their various branches.

With Qmatic's unique queuing algorithm, waiting times were prioritized according to the customer's rating through live integration with the bank's customer database.

"The customers are segregated as they swipe their debit card on the self-service kiosk, and placed in a virtual queue for the relevant service straight away. This enables priority customers to get serviced earlier," said Girish Manghnani, manager of Central Initiatives NBAD. "Such priority queuing also helps stimulate sales of different services to a select set of customers, providing the bank with cross-sell and up-sell opportunities."