Objectives

Bank Alfalah, one of the largest private banks in Pakistan, with a network of over 700 branches, recognised the growing demand for more efficient and user-friendly banking services. To meet this demand, Azimut partnered with Bank Alfalah to implement self-service solutions powered by Azimut's software, aimed at improving operational efficiency, reducing cash handling, and enhancing customer satisfaction.

With over 200 successful deployments nationwide, this initiative has empowered Bank Alfalah to cater to its customers' needs more effectively.

Challenges

Bank Alfalah needed to improve its banking operations to better meet customer demands for faster and more convenient services.

The key challenges included:

• Managing large volumes of cash slowed down teller transactions and increased operational costs.
• The bank couldn’t serve customers beyond traditional banking hours.
• Some customers were slow to adopt new technology, requiring a solution that was easy to use.

Solution

Azimut’s self-service solutions, powered by its advanced software, including the CQuick Cash Deposit Machines and Reverse ATMs, were designed to address these challenges effectively. The machines provided customers with the ability to perform bulk cash deposits, process transactions, and access various services such as utility bill payments, interbank transfers, and more—all with minimal staff intervention.

Key features of the solution:

• Bulk Deposits: The Cash Deposit Kiosks efficiently handle up to 500 notes at once, reducing the time spent in queues and improving the overall service experience.
• Multimodal Biometric Verification: Advanced biometrics, including facial and fingerprint recognition, ensure secure transactions, enhance customer trust and minimise fraud risks.
• Cardless Transactions: Integration with mobile wallets and banking systems enabled customers to complete transactions without physical cards.

Results

Since the deployment of Azimut’s software-powered solutions, Bank Alfalah has experienced significant improvements across several key metrics:

• Increased Efficiency: The number of transactions handled via self-service kiosks has risen substantially, allowing for quicker, more efficient operations across branches.
• Extended Service Hours: The self-service kiosks operate 24/7, enabling Bank Alfalah to cater to customers beyond traditional banking hours, including after-hours and weekends.
• Reduced Operational Costs: The automation of cash handling and self-service options has led to a notable reduction in manual processing costs, enhancing profitability.
• Customer Satisfaction: The self-service kiosks have contributed to an improved customer experience, offering speed, convenience, and security—factors that have resonated well with Bank Alfalah's customer base.
• Gender Inclusion: A 25% increase in women using the self-service kiosks highlights the accessibility and user-friendly nature of the solution.

Conclusion

Azimut’s software enabled Bank Alfalah to streamline operations with self-service kiosks, enhancing customer experience while reducing costs.