Contact
Let’s make the problem clearer — and the next step practical.
Tell us what your organisation is trying to improve. Whether the priority is strategy, operations, customer or citizen service, marketing, reporting or digital transformation, we will help you identify a sensible starting point.
Opening an account, blueprinted end to end
The customer experiences four minutes of form-filling. Below the line of visibility sits everything that decides whether they wait four minutes or four days.
Enquire
Arrive at branch
Identity capture
Approval
Card and activation
Physical evidence
EnquireThe website, a messaging reply, a reference number.
Arrive at branchThe branch door, a queue ticket, a seat with a visible wait time.
Identity captureThe camera, the fingerprint reader, a printed acknowledgement.
ApprovalAn SMS the same day, not a promise to call back.
Card and activationThe card, handed over in branch, and a wallet pass on the phone.
Customer actions
EnquireAsks one question: what do I need to bring?
Arrive at branchTakes a ticket and sits down.
Identity capturePresents identification once; photograph and fingerprint captured.
ApprovalWaits — and can see how long the wait should be.
Card and activationActivates the card and makes a first transaction.
Line of interaction — the customer touches the organisation here
Onstage — staff the customer meets
EnquireA contact-centre agent, or an automated reply with a document checklist.
Arrive at branchA floor host who directs, and a screen showing position in the queue.
Identity captureOne account officer, who does the whole capture rather than passing it on.
ApprovalNobody. The customer is not made to sit through the approval.
Card and activationThe teller who hands over the card and watches the first transaction succeed.
Line of visibility — everything below this line is invisible to the customer
Backstage — work they never see
EnquireNothing yet — but the enquiry is logged, so a follow-up is possible.
Arrive at branchTicketing data feeds the branch dashboard in real time.
Identity captureDocuments scanned and validated; the photograph checked against what was captured.
ApprovalCompliance review, with a turnaround target and a named owner.
Card and activationCard printed and encoded, and the asset register updated if hardware moved.
Line of internal interaction — where staff hand work to systems
Support systems
EnquireEnquiry log and contact-centre record
Arrive at branchQueue and branch performance dashboard
Identity capturePhoto validation and fingerprint capture
ApprovalApproval workflow with escalation after 24 hours
Card and activationInline card encoding, wallet passes, asset register
The bank had spent years improving the top three rows. Every real delay lived below the line of visibility — which is exactly why nobody had found it.
Start the conversation
- Office
- 1st Floor, 137/139 Broad Street,
Lagos Island, Lagos, Nigeria - Telephone
- +234 700 CALL BTS
- consulting@bts.com.ng
- Parent company
- www.bts.com.ng
- Office hours
- Monday to Friday, 8:30am – 5:30pm WAT
