Banking

Customer Self Service Platform (CSSP)

Chimera’s CSSP solution enables streamlining the walk in visitors and customer at the branches, providing a systematic and an automatic queuing system. It is built to offer a better customer experience to those walking into the bank while helping the branch prioritize services to its critical customers. The CSSP is a comprehensive web enabled solution that performs even without network availability. It provides real time monitoring of the performance of the branches, customer services and productivity across the organization.

Business Challenge

A crowded bank with long queues at tellers and counters is a familiar sight: when the walk- ins at a bank branch increase during peak hours, it puts a large strain on resources, leading to unhappy customers and a poor overall banking experience. What’s more, there is no way for a branch to be notified when a high-value customer walks in, and therefore no way to prioritize services for this customer. Further, it is difficult to monitor the performance of the branch staff on customer service metrics and poor visibility for the planning department on the actual footfall and service levels at the branches.

Solution Highlights

Chimera provides a complete web enabled Queue Management Solution (QMS) at the braches, where the customers can select their services required and obtain the tokens on queue basis. It is deployed on a touch screen monitor interface with an integrated swipe card reader. Based on the service delivery, the token number and name is displayed on the LCD display unit placed at the bank, and customer proceeds to the respective counters.

The solution is customizable and scalable to allow for additional services to the customer.

  • Centralized system that controls and monitors the entire fleet of Queue Kiosks
  • Online/Offline version: The solution works offline and syncs branch data at regular intervals without data loss
  • Real time across the branch monitoring: Monitor branch kiosks from single location in real time.
  • Feature-rich: Dynamic menu hierarchies, multi lingual support, quick transactions, auto start and stop based on working hours, LDAP integration, digital signage integration with display
Business Benefits
  • Enhances the customer experience service effectiveness, bringing down waiting times, walk-outs, consistency and individualized attention
  • Identify and prioritize the services for HNI Individuals/or privilege banking customers discreetly and effectively such as triggering alert to Branch Manager when privilege customer check-in occurs
  • Enhances employee satisfaction with the systematic approach to customer queuing; in-built tools such as hold, recall and transfer of tokens allows for streamlined customer interactions
  • Extensive analytics to monitor the customer experience and branch performance with reporting tools to identify areas of improvement.
case studies
Enterprise Self Service Platform

Chimera built an easy-to-use dashboard to help teams in a Fortune 50 company across geographies

more
Client Testimonials

The professional relationship with Chimera has been beyond our expectations. I would like to congratulate you on your levels of customer service, as your support team are always quick to respond, and expertise.

Reinaldo. A. carvalho, CTO,

Phoenix Kiosk

Our entire experience with Chimera has been very positive and we are privileged to work with such an outstanding group of professionals

John Toman, Partner,

Acelo Solutions Inc.

We have been engaged with Chimera since 2008 and overall we have had a great customer experience! The support, flexibility and speed of response from team were exceptional.

Joanie Olivier, Executive Partner,

Iconitel Consulting Services Inc.

Their unconventional way of thinking has helped Orange solve several practical issues in the most efficient ways

Tom Clarke, Head of Connectivity Management Solutions,

Orange Business Service