Alinma Bank KSA elevates into a complete digital branch transformation with SEDCO’s solutions
In a strategic move towards delivering an exceptional customer experience across the kingdom, Alinma Bank has upgraded more branches with innovative digital branch transformation solutions from SEDCO. The bank has installed 52 more self-service machines while featuring mobile booking and customer feedback solutions along with a queue management system across more than 200 branches in Saudi Arabia.
Alinma customers can start their journey by mobile. They can book appointments, receive e-tickets, and arrive at the branch at an exact time without the need to wait.
SEDCO system enables smart routing between the video banking machines and queuing system where customers can be guided to the right service channel based on the service type, service time, customers’ demography, and availability of staff or machines.
With a total of 90 video banking machines from SEDCO, Alinma can extend business hours without extending bankers numbers, as customers can reach service agents via video call 24/7, while instantly issuing cheques (in Saudi Riyal), cheque books, and account statements. They can also instantly print cash deposit receipts and verify their signatures.
Moreover, the system offers Alinma customers the chance to share their feedback about the services, bankers, or tellers. All feedback is measured against the company’s KPIs to improve performance and ensure customer satisfaction.
At a managerial level, Alinma Bank is utilizing the system’s central management capabilities to monitor branches, employees, and the overall business performance from the head office. The bank can monitor essential performance metrics using easy-to-read dashboards and take corrective action to ensure continuous improvement.
“The integration of advanced virtual queuing and self-service machines marks another milestone for Alinma and SEDCO, and is an essential move to counter the challenges associated with serving customers while ensuring the best customer experience across all touchpoints,” commented Nidal Abu Markhieh, SEDCO Country Manager in KSA.