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Optimizing the operation of bank branches with the ULA system

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Client
Client
A regional bank with an extensive network of branches across Ukraine and major cities, specializing in providing banking services with a strong focus on in-person customer support
Client
Виклики
Key challenges included
Виклики
  • Long customer waiting times.
  • Idle cashiers.
  • Uneven staff workload distribution.
  • Insufficient performance monitoring and management.
Challenge
The bank faced the need to improve customer service quality and optimize branch operations.
Objective
Implement a system to automate the monitoring and management of critical processes, including queue management, cashier workload, and employee performance.
The ULA system was implemented to address the client’s challenges, offering the following functionalities:
  • Video analytics
    to track queues, customer service times, and employee productivity.
  • Employee performance monitoring
    including attendance tracking and adherence to KPIs.
  • Integration with ERP and CRM systems
    to streamline business process management.
  • Real-time dashboards
    displaying key metrics such as cashier workload, service duration, and idle times.
Implementation Stages
  1. Configuring video analytics for real-time data collection.
  2. Integrating the system with the bank’s existing ERP and CRM systems.
  3. Developing personalized dashboards for KPI monitoring.
Результати
Implementation Results
Результати
  • Automated data collection
    on customer service times, cashier workload, and employee productivity reduced customer queue waiting times by 30%, enhancing satisfaction.
  • Resource optimization
    during peak hours improved employee productivity by 25% through enhanced attendance and performance monitoring.
  • Idle times for cashiers
    were minimized thanks to real-time workload analysis.
  • ERP and CRM system integration
    provided unified data access for management, increasing transparency of business processes.
The ULA system has become a vital tool in improving branch efficiency and ensuring business process transparency.
This case demonstrates how AI-driven technologies and video analytics can help banks optimize internal processes, reduce costs, and enhance customer experience.
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