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Verint® Witness Actionable Solutions™ and American Savings Bank

Verint® Systems

Presented By: Verint® Systems


  • The Problem:

    American Savings Bank is Hawaii ’s third-largest financial institution with $6.7 billion in assets. Serving Hawaii since 1925, it provides a full range of financial products and services, including business banking, consumer deposits and loans. American Savings Bank has the second-largest branch network in the state, with nearly 65 branches and 170 automated teller machines.

    With a reputation for caring, integrity and community involvement, the bank chose the leaf of the kalo plant as its logo to remind employees and customers of its commitment to bringing vitality to Hawaii ’s communities through financial products and services, as well as community involvement. American Savings Bank had a goal to grow the business, increase profitability and improve customer satisfaction. Like many businesses, it also wanted to better manage its labor costs without sacrificing customer service. It knew it needed better insight into matching staffing with customer traffic in order to reduce customer wait time. To achieve this, it wanted to optimize existing staffing resources, while moving to a more part-time labor model.

  • Solution:
    American Savings Bank selected the Impact 360 solution* from Verint® Witness Actionable Solutions™ Enterprise Solutions Group to meet its forecasting and scheduling needs. Before implementing a workforce management solution, its staffing consisted of 290 full-time tellers in 65 branch stores. After a one-day training class facilitated by Verint Witness Actionable Solutions, branch managers walked away with actual schedules that were specific to their locations. Implementation started immediately and was quickly adopted across all branch store locations.

  • Result:

    Reduced operating expenses by more than $1.5 million annually

    • Improved customer feedback scores
    • Decreased customer wait time
    • Increased customer satisfaction

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