To improve the customer experience, maib, the largest bank in the Republic of Moldova, has implemented the innovative Earlyone online programming system in its branches. By partnering with DAAC digital, the bank has made it simple and easy for customers to schedule their branch visits at any time and from any location. Earlyone was also chosen out of concern for maib customers’ precious time, with the system helping to reduce waiting times.
In 2021, by the time Earlyone was implemented, the wait time at the counter was 5 minutes and 33 seconds and the service time was 10 minutes and 31 seconds. In addition, 76.7% of customers waited less than 5 minutes, according to the SLA (Service Level Agreement) set by the bank.
Later, after the implementation of Earlyone, the waiting time was reduced to 3 minutes and 24 seconds and the service time was 6 minutes and 30 seconds. Also, under the new SLA, 80.6% of customers waited less than 5 minutes.
Currently, the bank managed to reduce the wait time to 2 minutes 57 seconds and 53 seconds on mobile, and the service time was 7 minutes 13 seconds. In addition, according to the new SLA, 81.8% of customers waited less than 5 minutes.
Maib is the first customer to join the Earlyone platform. The bank has access to real service information, which can be analysed through reports in the system or through Business Intelligence tools.
In conclusion, by digitizing processes and improving the experience offered, Earlyone’s online appointment system becomes indispensable for customer flow management. Through the convenient and modern solution implemented, maib follows its goal to create simple and smart financial solutions, suited to lifestyle, that inspire people to be happier and businesses – more prosperous.