In October 2023, the BCI installed a queue management terminal at its Victoire branch, with a view to providing its customers and users with an ever-improving experience. This branch, the largest in the BCI network, welcomes around 400 customers every day, and more than 500 at peak times. The BCI wanted to offer a more modern and fluid customer experience, while improving the comfort of its 18 branch staff. The terminal is fully in line with the BCI’s CAP25 strategy, which focuses on two key objectives: “improving processes” and “optimising customer service”.
As soon as they arrive at the branch, customers can go to the terminal and select the service for which they have come: this ensures that they are directed to the right counter or office, without having to remember after whom they arrived. What’s more, the terminal gives BCI staff visibility of upcoming operations and the opportunity to better manage their customer flow.
A satisfaction survey was carried out in December 2023 among customers and employees of the Victoire branch. The survey showed that more than two-thirds of customers felt that they had saved time by using the terminal, and that the experience had been positive and trouble-free. As for BCI sales staff, 100% of respondents said that the terminal made it easier to manage customer requests, and over 70% felt that it had improved customer satisfaction.
Building on the success of this initiative, the BCI plans to extend the scheme to other branches. At the same time, it is continuing to work on various projects, particularly in terms of self-care. These promise innovative solutions while further strengthening the BCI’s commitment to its customers and employees.