United Bank Limited (UBL) is one of the leading banks in Pakistan. Having more than 4 million customers with 1,400+ branches, UBL provides banking services in 4 continents. Declared Pakistan’s Best Bank for Corporate Finance & Capital Market Development, UBL aims to improve its level of customer service by making constant innovation and developments in financial technology.
Challenges
Over 1.2 million Pakistanis reside in the United Arab Emirates with most of them employed in different industries. These employees are the second largest contributors to remittance income in Pakistan. With funds transfer of over AED 8.5 Billion ($2.3 Billion) to Pakistan, UBL has been one of the most reliable channels.
The biggest challenge faced by overseas Pakistanis was to transfer the funds directly to their loved ones at home. It was difficult to take out time from a busy schedule during working hours to visit a bank. They had to rely on others to deliver their hard earned money back home. UBL understood the problems faced by their customers and wanted to improve customer experience.
To ease this process, UBL has partnered with Wavetec to introduce a customized solution, The Remittance Kiosk. It allows the customers to easily send funds back home from the nearest location, with 24/7 availability.
Wavetec’s Remittance Kiosk Solution
Wavetec is a global leader in electronic Queue Management Systems and Self-Service Solutions. With installations in over 72 countries, Wavetec has earned the trust of clients all over the world. Wavetec believes in process digitalization and creating exceptional customer experience for the clients.
UBL installed Wavetec’s Remittance Kiosk at 10 locations in UAE. These labor sites have a large population of Pakistanis employed, working on a tight schedule. With the introduction of a Self-Service Remittance Kiosk, UBL and Wavetec have been able to serve these hardworking individuals, helping them send money conveniently home on time.
How it works
Remittance kiosk machines are kept at public spaces accessible to everyone. The machine is in compliance with Emirates Identity Authority and verifies the scanned document along with biometrics against EIDA database in real-time. The user approaches the machine and scans his Emirates ID card on the Card Scanner. The user, then, inserts his card into the kiosk and charges the amount directly on his bank account. Once approved, the user enters the beneficiary details, his account and ID card number. The amount can be sent to the user’s desired mode of transfer – either Bank Account or National ID card. The user enters the amount, confirms and sends. The entire process is very simple and only takes a few minutes.
Benefits
With the installation of Remittance Kiosk, UBL has been able to better serve its customers by:
- Providing services 24/7
- Introducing branchless banking
- Reducing customer waiting time
- Reducing manual work performed by tellers
- Automatically verifying fund transfer
- Reducing operational cost
Conclusion
Using Wavetec’s Remittance Kiosk, UBL has been able to improve operational efficiency and make it easier for their customers to send/receive remittances. With the integration of Middleware, UBL gathers automatic insights into customer usage and take immediate actions. Not only is UBL able to make customer experience smoother, but is also empowering their account holders to avail these services on their own.
