A leading North American bank and one of the largest retail banks on the continent, operating a large branch network across the United States and Canada and serving millions of customers. Its branch network is central to its brand, competing on the quality and convenience of the in-branch experience as much as on products. Branch service is delivered by tellers and bankers across a footprint spanning two countries and multiple languages.
Banking
A Leading North American Bank Modernizes the Branch Experience, From Pilot to Enterprise Standard
A leading North American bank with a continent-wide branch network chose Frontlion's in-person service platform to replace the branch lobby line with a transparent, multilingual check-in. After proving the model in high-volume branches, the bank moved Frontlion to an enterprise agreement and a North America-wide expansion.
Who They Are
Customer Snapshot
Network
US + Canada
Languages
Multilingual check-in
Relationship
Multi-year enterprise agreement
Rollout Stage
North America-wide expansion underway
The Problem
The Challenge
For a bank that competes on customer experience, the branch lobby line is a liability. High-volume branches saw customers wait without visibility into how long they would stand there or who would help them — and long waits translate directly into customer complaints and lost goodwill. Without data on wait times, service times, and demand patterns, branch and regional leaders could not pinpoint where to improve. The bank also serves customers in more than one language across its North American footprint.
- Customers waited without visibility — no sense of wait time or who would help them
- Long waits translated directly into complaints and lost goodwill
- No data on wait times, service times, or demand by branch — leaders could not pinpoint where to improve
- Multi-language customer base requiring multilingual check-in at point of arrival
The Decision
Why Frontlion?
The bank selected Frontlion to pilot in high-volume branches, with the explicit intent to expand if the model worked. Selection criteria centered on a transparent customer wait experience, measurable improvement in wait and service times, employee productivity gains, multilingual support for a cross-border customer base, and the enterprise reliability to eventually run across thousands of branches.
Wait Transparency
Customers see their place in line and receive progress updates by text — the opaque lobby wait replaced by a transparent, informed experience.
Multilingual Check-In
Check-in offered in multiple languages from the first touch — meeting the bank's cross-border customer base where they are.
Measurable Outcomes
Wait time, service time, and demand data captured branch-by-branch — leaders can see and act on performance across the network.
Enterprise Scale
Enterprise Master Services Agreement and North America-wide rollout — proven in pilot, now becoming the standard.
How It Works
The Solution
Frontlion deployed its in-person service platform in the bank’s branches — replacing the undifferentiated lobby line with a transparent, routed, multilingual check-in — and is expanding into digital appointment booking across the North American network.
Deployment
How the Rollout Worked
1
Branch Pilot
2
High-Volume Branch Expansion
3
Enterprise MSA + North America Rollout
Impact
Results
Customers in deployed branches no longer wait blind — they check in, receive their position and updates by text, and are routed to the right banker in their own language. The most telling result is the trajectory: the bank started with a focused pilot, validated the model, and committed to an enterprise agreement and a North America-wide expansion.
✓
Wait Transparency Delivered
Customers check in, receive their place in line by text, and are routed to the right banker — the opaque lobby wait replaced.
✓
Multilingual at Point of Arrival
Multilingual check-in standard from the first touch — the bank's cross-border customer base served in their own language.
✓
Pilot to Enterprise Standard
A bank of this scale moving from pilot to enterprise standard is itself proof of the model.
✓
North America Expansion Underway
Enterprise MSA in place; North America-wide digital appointment booking expansion underway.