About The Bank
One of the major CEE regional banks with 200 branches that needed an efficient and reliable appointment booking and queue management system to improve their customer experience and customer conversion. Previously, they relied on a self-developed appointment system maintained by their website team.
Company size: 4000+
Problem
The previous appointment booking solution for the branches was ineffective in directing customers to the appropriate service channels, had poor customization options, suffered from slow maintenance processes, and frequently experienced technical issues.
Solution: Switching to Linistry
Executive Summary
This case study explores the journey of a client who significantly improved their appointment booking process by using Linistry, a SaaS digital queue management and appointment booking solution. Before Linistry, the client faced several challenges with their own in-house system, which was slow, inflexible, difficult to maintain and did not support the bank’s business objectives. Linistry provided a customizable and reliable solution that increased client appointment bookings from 5% to 30%.
Problems the Bank Faced
The client’s previous system presented several challenges:
- Lack of Business Potential: The system offered limited flexibility and did not allow easy customization to suit business needs. It failed to direct customers to the right service channel, resulting in the loss of significant business opportunities.
- Poor Design for Growing Demand: The original system could not handle the increasing number of appointment bookings.
- Slow Maintenance: The maintenance process was slow, causing delays in fixing issues and implementing changes.
The biggest issue occurred during the Christmas holidays in 2021 when the system experienced a malfunction that lasted until the new year, highlighting the need for a more robust solution.
How Linistry Solved the Bank’s Issues
The client had previously run a pilot test with Linistry in 2020, which showed promising results. When their in-house system failed, they decided to implement Linistry due to its agility and proven effectiveness during the pilot phase. While they explored other options, including an internal development and another booking solution from a third-party vendor, Linistry stood out for its flexibility and fast-paced support. The only challenge in adopting Linistry was the integration with the client’s existing systems and ensuring compliance with information security requirements. However, the Linistry team supported the process, making the transition smooth.
The Bank’s Achievements with Linistry
The switch to Linistry led to several significant improvements:
- Enhanced Appointment Booking: The proportion of clients booking appointments increased significantly, from 5% to 30%, greatly improving operational efficiency
- Possibility to drive out transactional customers from the branches
- Planned Meetings Enable Cross-Selling: More planned appointments allowed for better service and effective cross-selling opportunities.
- Increased Reliability and Customization: Linistry’s system is more dependable and allows for customization, fitting the client’s needs better than the previous solution.