Capitec Bank Transforms
In-Branch Customer Experienceand Efficiency with Verint
OpportunitySolutions

Capitec is the largest retail bank in South Africa, with over 11.5 million clients. The bank’s
portfolio of services includes transactional accounts, savings plans, a credit card, loans andfuneral insurance.

Verint® Workforce
Management™

The bank operates a network of over 840 branches across South Africa, supported by a teamof over 11,000 in-branch professionals. With such a large footprint, accurately forecasting staff
workloads and scheduling the appropriate resources to meet in-branch customer needs is achallenging task.
“We relied on a mixture of whiteboards and spreadsheets to solve forecasting and staffing
problems,” explains Karl Senekal, Forecasting and Scheduling technology team leader atCapitec. “It was like reading yesterday’s weather forecast. Forecasting and scheduling processes
were manual, slow, and labour-intensive.”
Karl and his team used regression models based on the previous 90 days data, calculating futureforecasts and staff needs based on historical volumes. Contributing to the inaccuracy of these
forecasts, there was an ever-present threat that a branch may not be adequately staffed to copewith a sudden spike in customer demand, in turn impacting customer satisfaction. Moreover, too
many resources deployed in the branch during a lull in demand would frustrate staff who mightotherwise have taken time off.
Staff scheduling was also absorbing significant resources. Branch managers devoted half ofeach working day to complete schedules – time that better focused on service quality andcustomer engagement.

Industry
Financial ServicesRegion
South Africa“The whiteboard was a jumble of names, times, and dates,” says Karl. “It was complicatedand could result in error.”

Solution
Capitec Bank deployed Verint® Workforce Management™ to simplify and automate itsscheduling operation and processes. Using the solution, the bank has complete visibility
into and management of work, people, and processes across its over 800 branches,
empowering it to efficiently plan, forecast, and schedule employees. This forwardthinking strategy is helping to transform workloads, empower the over 11,000-strong
branch workforce, and improve the in-branch customer experience.
From a scheduling perspective, Verint Workforce Management enables Capitec
to produce monthly branch schedules, as well as an individual schedule for eachemployee, that optimise the use of resources and workloads. Branch Managers
can create their own branch schedules while providing Capitec’s central
branch operations group with complete visibility into these schedules.

Results• Reduced time branch managers
devote daily to scheduling andforecasting from 5 hours to 10minutes• Increased customer satisfaction byautomating routine administrativetasks• Improved staff engagement byproviding employees with theschedules they prefer• Gained complete insight into allparts of the branch organisation

“ Verint is playing a vital role in helping Capitec alignoperations, meet today’s increasing customer expectations,and deliver consistently exceptional customer service.”– Karl Senekal, Forecasting and Scheduling Technology Team Leader, Capitec Bank

The days of relying on yesterday’s forecast are also over.
Senekal and his team use customised forecasting algorithms
to focus on two key parameters: teller operations and oneto-one customer enquiries. “We examine parameters such as
branch location, the different types of transactions processedin the branch, and the different positions employed in thebranch,” he explains.

• Increased productivity: Reduced the time branch (andassistant) managers devote to workforce forecasting andscheduling from half of each working day to 10 minutes
per day. Managers now devote 80 percent of their day
dealing directly with customers. The bank also reduced
the time regional managers take to prepare for regular
reporting calls from one day to 10 minutes.

Senekal also has high praise for the Verint sales and support
team. “We haven’t had any issues at all with user support.
The Verint team may be based in the UK, but it feels likethey are right next door to us here in Stellenbosch. Theentire team is responsive, professional, and understands
the business goals surrounding our workforce management
implementation.”• Increased operational visibility: Gained complete
insight into all parts of the branch organisation, resulting
in a shared understanding of who’s doing what, when,and for how long.

Benefits• Maximized staff capacity: Enabled the bank to poolbranch resources across teams and align incoming work,
backlog, and activity types with employee skills andschedules.

By introducing an enterprise-wide view into the work,
people, and processes across Capitec’s branch network,
Verint is helping the bank reduce the risk of overstaffing,overtime, and shrinkage. Simultaneously, the Verint softwareis helping the bank automate routine administrative tasks,
identify time-off opportunities, and provide employees withthe schedules they prefer.
Since going live, Capitec has experienced a number ofspecific benefits using Verint Workforce Management:• Increased agility: Scheduling and forecasting data isnow available in real-time, accelerating decision-making,increasing innovation, and enhancing the customer
experience.

“Verint Workforce Management is so flexible and featurerich that we intend to automate every aspect of branch andcall centre reporting,” Karl concludes. “We are already using
the solution to display 50 KPIs – such as branch consultants’productivity reports – and more will follow. Verint is playing
a vital role in helping Capitec align operations, meet today’s
increasing customer expectations, and deliver consistently
exceptional customer service.”

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