How to Implement a Queue Management System

Find out how to implement queue management with this BFSI case study.

4 mins read


This is a case study of a VirtuaQ client who has implemented our BFSI queue management system. The client is a global commercial and retail banking institution, with over 4,000 retail branches across 36 countries.

implementing queue management

To better manage their rapid growth in the number of retail customers, the challenge was about how to reduce wait times and improve customer service.

They wanted to know how to implement a queue management system that could provide comprehensive reporting metrics, while also allowing them to scale on an enterprise-wide level after running pilot programs in select branches that covered all their geographies, branch sizes and customer demographics.

Queue management challenges in global banking

Globally standardized branding, operations management, and reporting

Faster service

Smaller queues

Internet & mobile enabled

VIP Handling

Integration with core banking, CRMs, DSP networks and other existing systems

Centralized administration, reporting and dashboards

Not all branches can be connected online

The VirtuaQ Banking Solution

VirtuaQ was deployed in an offline mode for the branches where network connectivity was not possible, and in the data center with virtual containers for the connected branches.

Centralized administration is made possible through the VirtuaQ VLS (virtual landscape server), and with remote branches being connected via network connections when required.

Custom integrations into core banking software, customer relationship management systems, and custom reporting solutions were made possible via VirtuaQ’s comprehensive enterprise webservice API.

VirtuaQ is actively being rolled out across the client’s retail branch network. It is already active today across their network of bank branches in Dubai (UAE), Singapore, Indonesia, Thailand, Panama, and Mexico.

implementing queue management

Salient virtual queue management system and kiosk features:

Paper Ticket

SMS Ticket

Multiple Language Kiosk

Card Swipe Reader

Customized Reports

SLA Monitoring & Alerts

Customer Segmentation

Digital Signage

Personalized Greeting

Training for users


By Neel Padmanabhan

November 22nd, 2017 ·