Qmatic partners with National Bank of Abu Dhabi (NBAD) to deliver Customer Flow Management (CFM) solutions based on exceptional integration with the bank's client database.
Qmatic, the world's leading queue management company and the inventor of Customer Flow Management (CFM) has partnered with National Bank of Abu Dhabi (NBAD) in an effort to improve branch efficiencies and provide effective information for better resource planning.
National Bank of Abu Dhabi (NBAD), the Number One Bank in the UAE, has won numerous awards, including the Best Bank in the UAE four times in the last decade and recognised as one of the top 50 Safest Bank in World. NBAD is the first bank in the UAE to publish its annual sustainability report.
Qmatic Middle East has so far installed over 50 CFM systems across NBAD's branches in the UAE.
Traditional queue management systems can help navigate traffic and customer flows within a bank's branch. Qmatic offers a next generation CFM system with its Qmatic Suite and Qmatic Management Portal solution that helps identify a customer by linking to the bank's existing customer database system. This live integration offers the bank a live means of channeling information efficiently between branches and head office. The management tool also sends back vital information via online dashboards enabling managers to take executive decisions as and when situations arise at their various branches.
Innovative Customer Identification
"One of the key challenges in retail banking is the segmentation and consequent treatment of the various customer types. Banks across the globe are in constant pursuit of ways through which to offer customised service levels to their customer segments which range from regular account holders to HNWI" said Abdullah Al Hosani, Head of Branches and Consumer Banking Transformation NBAD.
"Qmatic's innovative customer identification solution turned this challenge into increased customer satisfaction and better sales opportunity for NBAD" stated Abdullah.
NBAD were very specific about its requirements when it came to this aspect of the proposed queue management system.
With Qmatic's unique queuing algorithm , waiting times were prioritised according to the customer's rating through a 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, Central Initiatives NBAD, "Such priority queuing also helps stimulate sales of different services to a select set of customers hence providing the bank with cross sell and up sell opportunities."
Consultancy Service Approach
The project commenced with a pilot study undertaken by Qmatic at one of NBAD's branches. In addition to being one of the Bank's busiest branches (with 500 to 1000 customers per day), this branch had a varied profile of customers ranging from skilled labor to senior management.
Statistics drawn from this branch over the month-long pilot study, through customer experiences and staff interviews, were plugged into an ROI calculation report. This report concluded that the system had a payback of just six months.
"Qmatic was the only vendor who was able to prove an efficiency improvement in the branch" said Manghnani. "Their structured approach and detailed progress reports helped reassure us throughout the pilot study and eventual project delivery. We are truly impressed with their execution and responsiveness".
Centralised Management Information
"The Q-MATIC Management Portal, is a powerful web-based tool that helps management handle, analyse and generate information and statistics in a simplistic yet powerful manner", stated Manghnani.
Through the consolidation of information, from multiple branches, the NBAD management are presented with a unique insight into the resource utilisation enabling them to plan and optimise staffing in all their branches across UAE.
Zero Downtime
"NBAD's strong commitment to providing quality customer service can be seen in their unique IT environment designed to support zero tolerance for lost opportunities from branch networks failing. By integrating the Qmatic system to their existing system, NBAD is 100% protected with this centralised solution. The key benefit of this high availability redundancy server is the zero downtime it offers. Hence all the connected branch networks are up and running even if another bank network fails (such as the core banking)." said Fredrik Johansson, Qmatic Middle East General Manager.
By providing a stable and reliable system with all the above key features, Qmatic was the vendor of choice for the customer flow management solution for NBAD. Other soft benefits like animations to help educate customers on how to operate the self service kiosks paired with aesthetically designed touch screens and green LED displays (to match NBAD's corporate identity) have all contributed to a successful partnership between Qmatic and NBAD.
"We are looking to take our partnership forward by transforming for greater profitability." concluded Johansson.
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About Qmatic
Qmatic is the inventor of Customer Flow Management (CFM) and is also the world's largest queue management company. CFM is a methodology for managing customer flow and experience from initial contact through service delivery. Qmatic operates in 122 countries and has 51,000 installations worldwide in the finance, retail, travel, healthcare and public sectors.
Qmatic's clients include Vodafone, HSBC, Carrefour, Emirates, Quantas, Volvo, British Airways and Orange. Each year a Qmatic system is used 2 billion times somewhere in the world. That's the equivalent of a quarter of the world's population passing through it every year. The CFM methodology helps organisations increase productivity and profitability and improve customer and staff experiences.
About NBADThe National Bank of Abu Dhabi (NBAD), The Number One Bank in UAE, was incorporated in 1968 and is listed on the Abu Dhabi Securities Exchange (ADX), under stock code (NBAD).
Ranked as one of the top 50 safest banks in the world, NBAD currently operates across 13 countries on four continents. NBAD has a network of more than 110 branches and 430 ATMs in the UAE in addition to cash offices that are spread out in remote locations to provide banking services to customers all over the UAE.
Besides brick & mortar branches, NBAD provides 24 hour internet banking access through NbadOnline and NbadDirect, the SMS-based payment service (Arrow) as well as account access and personalised customer support through its 24-hour Call Centre.
NBAD's overseas network stretches from Oman, Kuwait, and Bahrain in the G.C.C.; Egypt, Libya, and Sudan in Africa; UK, France, and Switzerland in Europe; Hong Kong and Jordan in Asia to Washington, D.C. in the U.S.A. Overall, NBAD has nearly 50 branches and 60 ATMs outside the UAE.
NBAD provides its customers with a wide variety of financial services targeting all segments of the consumer and corporate markets. NBAD is rated senior long term/short term A+/A-1 by Standard and Poor's, Aa3/P1 by Moody's and AA-/F1+ by Fitch giving it one of the strongest combined rating of any Middle Eastern financial institution.
Committed to the service of the UAE society, NBAD has a written Corporate Social Responsibility Mission, which forms an important element of the Bank's overall strategy.
For Media Enquiries about Qmatic, please contact:
Christina Thomas
Marketing Communication Executive
Qmatic Middle East
PO Box 262351, Dubai, UAE
Tel: +971 4 8865121
Email: christina.thomas@qmatic.com
Web: www.qmatic.com
For further enquires about NBAD, please contact:
Ehab Khairi
Media & PR Manager
National Bank of Abu Dhabi
Tel: +97126111190 / Mob: + 971508126799
Email: ehab.khairi@nbad.com
Web: www.nbad.com
© Press Release 2011
