Increase efficiency and improve customer service with Soteria customer operation analytics. ‘Path Tracking’, ‘People Counting’ and ‘Heat Mapping’ are biometric analytical features easily accessed via the Soteria app that every Bank Manager needs.
Path Tracking
Keeping an eye on customers' paths whilst they are at the bank could be the difference between customers returning or not. ‘Path Tracking’ will give you an insight into the mind of the customer and find out what paths they typically take. Are customers going straight to the bank tellers or wandering around seemingly aimlessly? If its the latter, then maybe the directions towards the tellers aren’t clear enough. You could consider putting up signposts where customers should queue depending on their reason for visiting.
Keeping an eye on customers' paths whilst they are at the bank could be the difference between customers returning or not. ‘Path Tracking’ will give you an insight into the mind of the customer and find out what paths they typically take. Are customers going straight to the bank tellers or wandering around seemingly aimlessly? If its the latter, then maybe the directions towards the tellers aren’t clear enough. You could consider putting up signposts where customers should queue depending on their reason for visiting.
Customer operations analytics can assist you to see if the changes that you made were effective. Identifying popular pathways will give bank managers a better understanding of what could be improved and what has proved to be a success. Paths that customers are avoiding could be better utilized.
People Counting
Soteria provides live customer operations analytics, available from your phone. Another key feature that Soteria offers is ‘People Counting’ which is exactly what it sounds like. Soteria cameras can keep an accurate count of people entering the bank and the data can be displayed per day or even per hour. Being aware of this data means that Banks can compare data of different locations and even consider expanding to other locations. Data can also observe the efficacy of which the bank is operating. Observing how long people are spending at the bank on average, managers can ensure they are operating at optimum efficiency.
If one site is less popular than others, bank managers can consider why and possibly offer staff retraining to ensure that they are offering the best possible service to customers to increase customer numbers. With this data in the palm of your hand, you can see if any changes that have been made were successful or not.
Heat Mapping
Use the ‘Heat Mapping’ feature to see the more popular areas of the bank. ‘Heat Mapping’ data can be easily accessed from the Soteria app that can be downloaded to your phone. ‘Heat Mapping’ works by collecting multiple layers of data and combining the information into a manageable graph. By placing the camera with a broad view of the bank, more data can be collected to identify ‘hot spots’.
'Heat Mapping’ will show ‘hot spots’ in the bank that could indicate areas where people visit most and spend most of their time. High concentration areas will appear red and lower concentration areas will appear blue. Identifying high concentration areas with ‘Heat Mapping’ will help improve the layout of the bank as well as finding the correct number of staff. For example, if the ‘Heat Mapping’ is showing a lot of red areas near ATMs then this indicates that the ATMs are very popular and customers are spending most of their time waiting around to use them and possibly causing congestion. To improve this situation, the bank could add more ATMs or spread them out to areas that had low traffic.
Another example where ‘Heat Mapping’ can enhance customer experience and ensure return customers is if there is a high concentration of people waiting around to see a bank teller, there will be ‘hot spots’ where people are queuing. In this situation, bank managers should consider hiring more tellers during peak times and make certain that the waiting area is accommodating to customers
Customer Operations Analytics
Ensuring customers return means more business for the bank. Utilizing all of the biometric features that Soteria offers will mean optimal customer service and profit. Compare data month to month to see improvements and stay ahead of competitors.
Get the most out of the Soteria app by installing multiple cameras and viewing them all right from the palm of your hands.
Find out more about how Soteria can enhance your business.