Executive summary
RIANA Group configured and deployed its Q-SYS customer experience suite at Stima Sacco Society Ltd to streamline in-branch service, reduce perceived wait times, and capture real-time member feedback. The solution combines a data-driven Queue Management System, synchronized lobby/counter displays, and a lightweight feedback portal designed with Kenya’s data-protection requirements in mind.
About Stima Sacco
Stima DT Sacco is one of the leading and largest deposit-taking SACCO in Kenya, serving members nationwide through a multi-branch footprint and digital channels. Its public branch directory reflects wide geographic coverage, underscoring the need for consistent in-branch service experiences.
Challenge
• Peak-time congestion & uneven workloads across busy branches led to queues that were hard to predict and balance.
• Low visibility for members on ticket status and next steps increased anxiety and repeated enquiries to staff.
• Actionable feedback needed to be simple and flow into existing issue-handling paths.
• Data protection: any collection of personal data had to align with Kenya’s Data Protection Act and ODPC guidance.
Objectives
- Shorten and smooth in-branch journeys via smart ticketing and fair routing.
- Increase transparency with real-time lobby/counter displays and clear call-forwarding.
- Capture instant feedback for faster resolution and trend analysis.
- Embed data-protection best practices across the queue and feedback workflows.
The Q-SYS solution
Smart Queue Management: Members receive service-based tickets. Intelligent routing balances counters and supports priority cases. Lobby displays show “Now Serving/Up Next,” reducing uncertainty and perceived wait.
• Instant Feedback Portal: QR codes on tickets, a post-visit link captures structured feedback, while configurable surveys surface actionable insights for branch leads.
• Governance & data protection: Notices and consent flows, data-minimisation and retention controls, and DPIA triggers align to ODPC guidance and the Data Protection Act.
Implementation approach
Q-SYS a four-stage method:
- Discovery & mapping: Observe traffic patterns and map Stima member journeys to queues, services, and display logic.
- Configuration & integrations: Set up services/counters, call flows, dashboards, and feedback schemas; integrate with branch audio where applicable.
- Pilot & training: Run a pilot in a high-traffic branch; train supervisors and tellers; tune routing from live data.
- Go-live & monitoring: Monitor arrivals by hour/day, service-mix, abandonment, and feedback trends; maintain peak-load playbooks.
Early outcomes
• Faster time-to-first-touch as members move from arrival to first service interaction more predictably.
• Lower perceived wait time driven by transparent status boards and consistent call patterns.
• Actionable feedback loops feeding structured, timestamped input to branch leadership for quicker follow-up and trend tracking.
Ready to modernise queueing across your branches? Talk to RIANA Group about deploying Q-SYS via +254 785 925 000 or email us through Email contactus.qsys@riana.co for your Sacco
