When account holders visit your branch lobby, they want a frictionless experience. However, traditional processes often get in the way. Are wait times clearly and accurately being communicated to visitors? Can your staff monitor and respond to customer service levels — in real time? Experience insights you’ve never had before by capturing, measuring, and managing all of your critical branch data.
Financial institutions need to identify, predict, and manage opportunities for cost savings and increased sales — all while improving the quality of their account holder experience. But how can they achieve revenue gains when they lack a reliable way to measure and analyze branch performance? Our web-based dashboards immediately tell you if you’re good to go or approaching trouble in critical areas like customer experience, employee productivity, and operational efficiency.
Improved sign-in and wait time notification won’t be as effective unless management is aware of unusually long queues. With Kronos Customer Connection – Sales & Service Module, lobby staff and branch managers are notified of critical lobby-service thresholds in real time.
With the workflow feature, you can avoid costly missteps that occur when products require different forms and procedures. Employees work from a step-by-step list of the procedures that are associated with each of your financial institution’s products and services. Account holders appreciate the consistent, professional experience they receive every time they visit your branch, and staff members value the stress-free guidance – all while mitigating compliance risk.
Tracking cross-sell metrics allows ﬁnancial institutions to provide targeted, cross-selling coaching to individual employees for better results. Providing employees with better tools to do their jobs results in more engaged employees and a more successful overall account holder experience.
Long wait times and lobby abandons can wreak havoc on the profitability of your branches. Kronos Appointment Concierge helps eliminate these issues by automating the process of scheduling in-branch appointments and sending out reminders to your account holders.
Kronos Customer Connection Solutions — Sales & Service Module gives you the detailed information you need to make the right decisions at the institution, location, and employee levels. With access to key metrics such as the number of products sold, average wait times, and more for real-time analysis, you can optimize locations to best serve account holders.
Accurately measure the lobby experience
Gather insights from over 25 pre-loaded sales and service reports
Set wait-time and session-time threshold standards
Drive the right behaviors with valuable cross-selling data and marketing information