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.
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 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
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.
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