Sparkasse Nürnberg

Less stress, more structure: Sparkasse Nürnberg improves service flow with cleverQ.

Sparkasse Nürnberg is enhancing customer service across 14 locations (and growing) with cleverQ. The digital queuing system, paired with multifunctional kiosks and call displays, streamlines waiting areas, reduces pressure on staff, and makes the customer journey more efficient.

About Sparkasse Nürnberg - facts, figures and data

With total assets of around EUR 12.7 billion in 2023, Sparkasse Nürnberg ranks as the third-largest savings bank in Bavaria. With 91 locations — including 47 advisory centers and 44 self-service branches — it plays a key role in the Nuremberg metropolitan region.

In 2023, Sparkasse Nürnberg served over 407,000 customers, with more than 300,000 current accounts held with private customers, which represents a new record.

With around 1,544 employees (including 91 trainees), it is one of the largest employers in the region.

As the leading credit institution in Franconia, the Sparkasse stands for regionality and financial strength: it lives by the principle “Deposits from the region – loans for the region” and is strongly committed to social areas such as education, sport, culture and the environment.

Website Sparkasse Nuremberg

The challenge

In high-traffic branches, managing customer flow proved equally challenging for both staff and visitors. The waiting areas were often confusing, leading to increased stress for employees and longer wait times for customers. The goal was to improve the overall service experience while creating a more relaxed and structured environment for staff.

The solution

The digital call system from cleverQ is already in use at 14 Sparkasse Nürnberg locations. It is complemented by Samsung kiosk terminals, customized to match Sparkasse’s corporate design, and a multilingual ticket interface tailored to each branch.

Core functions at a glance:

  • Paper ticket issue directly at the terminal
  • Instead of standing in line, customers wait at ease and are called when ready.
  • Employees can decide independently when to call up the next ticket
  • Monitors show all queued tickets and the current call status 
  • Customers with appointments select an “appointment ticket” on site – and can even choose their advisor if needed.
  • Selection of several languages directly at the terminal – adapted to the location
  • Terminal menu structured according to service types (e.g. advice, deposits, account requests)
  • All workstations see all services and support each other flexibly during busy periods

Advantages for customers

  • No jostling or unpleasant waiting
  • Clear orientation through call monitors
  • Option to select a specific request or contact person
  • Multilingual kiosk systems for high accessibility

Advantages for employees

  • Staff call the next customer independently – no fixed timing or pressure
  • Noticeable stress reduction in everyday working life
  • Flexible support between colleagues when workloads are high
  • Better working atmosphere and more focused customer service

USP

Combined use for walk-in and appointment customers

With cleverQ, appointment customers can take a dedicated ticket at the terminal. In some branches, they can even select their advisor directly. The selected staff member then personally picks up their customer from the waiting area – no need for a standard digital call.

Mr. Andreas Rogler

Project manager at Sparkasse Nürnberg

“Our goal was to make everyday operations a bit smoother for both our customers and our staff. Before cleverQ, the waiting area was often hectic and confusing, which added unnecessary stress. Now, the process is much more relaxed. Employees can decide when to call the next person, and customers know exactly what to expect. That brings calm to the environment and improves the entire experience.”

Discover our solutions

Kiosk systems

Professional hardware for queue management. Rely on excellent quality. Optimized for use in waiting areas and service centers.

Digital queuing system

A modern and economical queuing system for managing your queues made in Germany

Online appointment booking system

Provide services quickly and easily online, for round-the-clock booking of your services.

How to contact us

Would you like to know more?

If you have any questions about cleverQ, would like advice or need help implementing a customized queuing system for your company, simply get in touch with us. Our team of specialists from the Sales and Technology departments is always at your disposal.

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