Getting the real picture of what really happens in multiple service points is critical at the management level. To be able to make quick corrective changes in a specific location, or in all service points is extremely powerful.
How fast the client gets service, the level of it and the time they spend while waiting for the service are critical metrics. Long queues and slow service that lead to the abandonment of the clients are damages that can be prevented with better planning based on real-time analysis and quick alerts.
Measuring the differences between multiple branches leads to standardization. Better staff allocation and improving utilization levels leads to lower operational costs. A better understanding of customer behavior, leads to better customer experience, retention and satisfaction.