The electronic queue management system for the bank allows to automate the order of receiving services, increases visitor comfort, customer orientation level, and service in the institution.
The QOne electronic queue acts as one of the most technological and advanced customer flow management systems in the Ukrainian and foreign markets. The well-thought-out system was originally developed for banks, CNAPs, government institutions - solves the entire range of tasks for organizations of any level, easily scales, equipped with new modules and functional capabilities.
They choose us
The software and hardware complex combines:
Electronic queue terminals - ticket issuance kiosks with customizable interfaces, identification by phone number, data exchange and verification in external systems to determine priority, attribute composition of requests, and more.
Electronic queue boards - visual information notification of queue order in bank branches, with support for a ticker. Our electronic queue works with modern Smart TV models, as well as TV + computer (Intel NUC) or TV + set-top box Android TV Box/Xiaomi Mi Box/Xiaomi Mi TV Stick. Thus, even outdated equipment in the bank can be easily transferred to new, bright electronic boards.
Workplace manager - customer service point. We have carefully thought out the flexibility of working with bank customers and implemented a "smart" algorithm for distributing applications. Employees can accept, call back, and redirect visitors, see the entire queue online, leave comments on the outcome of service, take a break if all customers are served. Employee performance statistics are already included in the solution and do not require additional payments!
Key advantage: the solution is a web-oriented application, which means it can be opened in a browser on any device (computer, smartphone, tablet). As a result, the employee does not need to be tied to their PC, they can switch between a desktop computer and their own smartphone, work with the queue, and move around the branch, continuing to serve customers.
Service quality assessment - we offer the bank a service quality assessment on Android tablets, which can be easily attached to the employee's workplace by scanning a QR code in the interface. In the process of resolving issues, the bank's client sitting opposite can freely take the tablet and anonymously rate the service or add an extended comment.
Voice call notification - the system supports voice prompts based on Google Speech-to-Text and SpeechKit services. As a result, the cost of generating audio messages is significantly reduced, simple text editing is provided, and the pronunciation closely mimics a live person.
Electronic queue via smartphone - the bank can use clients' smartphones to queue without electronic queue terminals. To do this, it will be necessary to place a QR code in the branch, scanning which, clients will open the web page of the electronic queue. After authorization by phone number, the interface will display the types of queues and the number of people in the queue. When the manager is ready to accept the client, he will receive an SMS. No need to install kiosks for issuing tickets and waiting in the hall, you can leave the bank, track the statuson the smartphone and return after a while directly to receive the service!
Current scenarios of the electronic queue system for banks:
Assigning priority to operations, for example:
- Window 1 - priority is given to receiving utility payments and vouchers for customers with disabilities.
- Window 2 - priority is given to deposit operations and currency exchange operations.
- Window 3 - priority is given to receiving utility payments and deposit operations.
Service routing
Visiting an employee, then a cashier, and returning to the previous or another employee depending on the situation. The system takes into account the time for visiting the cashier's station and employees throughout the customer's route when issuing a queue ticket.
Online service editing
An employee can postpone service, transfer a client to a colleague. A cashier can change the list of operations. The system is very flexible and allows any employees (including senior managers) to change the service process to improve service quality.
Multi-tickets
Selecting multiple services in one ticket (deposit operations + utility payments + credit consultation). Building a customer path at the stage of receiving a ticket through the electronic queue kiosk, forming a single ticket with a basket of services and their sequential visit.
Tracking customer service time
Assessment of the number of issued tickets and restrictions on issuing new tickets considering the remaining time for serving customers. Notification on the electronic queue terminal screen.
System monitoring
Online monitoring of the performance of all devices - ticket dispensing kiosks, displays, operator workstations, voice notification system. The back-office administrator receives data on events, for example, the imminent end of paper for tickets at a certain kiosk and reacts promptly. Notifications are sent to responsible employees. The built-in update system ensures the latest version of software is loaded for kiosks and displays.
Why QOne
We provide the highest level of quality and use the most modern technologies to launch solutions for automating customer flows in the markets of Europe, Ukraine, and Central Asian countries. We start the queue from scratch or transfer the client's existing equipment to the most modern software.
Our largest clients use our electronic queue system to manage 700+ devices - ticket issuance terminals, electronic displays, and operator workstations on 1 unified server for the entire network, in 200 offices, and serve over 130,000 clients per month.
We are ready for large projects for major banks! Contact us and tell us about the required functionality - we will prepare a demonstration or launch a test stand on your equipment.