Strategic Mandate: Driving Digital Adoption to Reduce OTC Transactions
The Board of a large bank with operations in West and Central Africa made a decision to invest more in digital channels and their management, in a bid to reduce OTC transactions to less than 20% of all transactions. To boost their return on the anticipated investments, Nathan Claire’s performance engineers recommended a scientific approach to the optimization of their workforce of over 2,500 tellers spread across their branch network.
Data-Driven Insights: Instrumenting the Teller Ecosystem
The Nathan Claire team instrumented the bank’s teller application, capturing all teller activity, transaction patterns and seasonality, actual and average transaction turnaround times, process bottlenecks, underperforming tellers or branches, and normal vs. abnormal user behaviour—by individual teller, by branch, by location, and other dimensions.
Predictive Capabilities: Forecasting Workloads and Cash Requirements
The client gained the ability to predict daily or weekly teller cash requirements and other service workloads using historical data, enabling better planning and proactive resource allocation.
Tangible Results: Leaner Operations and Optimized Costs
Immediate and expected results include a 20% reduction in teller headcount, with a 40% reduction target as digital transactions increase. Positive impacts on the bottom line include significant reductions in direct and indirect staff costs, lower idle cash inventories, reduced insurance costs, dynamic teller operations, and better optimization of branch locations.
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