By now, there is a trend in the banking sector to update existing solutions for automating customer flows. Banks have long been using previously popular classic electronic queues on the market, which have shown a number of difficulties:
- Actual lack of centralization. Initially, the system is presented as an offline solution and any attempts to transform it into an online format do not lead to the desired result.
- Too high administrative costs, including due to the lack of centralization.
- Outdated software that does not meet modern requirements.
- Lack of effective configuration mechanisms. Many typical tasks are solved by outdated methods, requiring regular involvement of administrators in the system's operation.
A modern electronic queue system should not only effectively solve the mentioned difficulties, but also be fundamentally suitable for working with large distributed companies, providing modifications and development of functionality when needed.
Choice of solution
When choosing an electronic queue system for a bank, it is extremely important to consider the following requirements:
- The solution must be included in the register of Ukrainian software of the Ministry of Digital Transformation of Ukraine.
- The solution must be the company-vendor's own development, without third-party dependencies.
- The solution must be based on modern technologies with support for large, distributed systems.
- The solution must support flexible integration capabilities with bank subsystems.
The QOne electronic queue has the appropriate legal status, there are no dependencies and risks associated with external constraints. The QOne company's own development complex uses modern technologies and is suitable for large-scale projects. The required integration capabilities are provided.
Implementation
Our system was originally developed for large-scale projects and is excellent for large distributed organizations. One example is the case of implementing the QOne electronic queue in Raiffeisen Bank.
Single server
The QOne electronic queue provides the ability for centralized management through a single back office, a single server that integrates the work of all branches, workstations, ticket kiosks, and electronic displays. An integrated online monitoring system and customer service statistics, a customizable report builder, and a centralized update system are in place.
Integration with LDAP
The Qone system fundamentally supports integration with LDAP, and the LDAP integration has been significantly enhanced during implementation. As a result, the system has gained the ability to work fully autonomously in creating and modifying user accounts:
- User accounts are created based on roles in LDAP, and corresponding roles are assigned to them at the level of the СУЭО.
- The ability to automatically create any roles - managers, engineers, department managers.
- Assigning a list of services that a manager can serve.
- Updating user account data when logging into the system. If changes occur in LDAP, they automatically affect the settings of СУЭО users.
- Linking users to a specific branch based on LDAP or IP address data.
- Blocking users when they are fired or when their account is suspended in LDAP.
As a result, fully automatic user management has been provided, which no longer requires the involvement of IT department employees.
Transfer of existing equipment to new software
Our specialists ensured the transition of Raiffeisen Bank's equipment to the QOne electronic queue without any hardware replacement. All classic 19-inch and new 32-inch kiosks turned out to be fully compatible with our ticket kiosk software. Also, our system is compatible with existing electronic displays. As a result, we were able to avoid equipment upgrade costs.
Several departments use Android tablets. Our system supports operation on Android tablets, and at the moment, the solution is in the process of adaptation.
Styling of software
According to the provided guideline, we styled the interfaces on ticket kiosks and electronic displays to strictly adhere to the bank's aesthetics. We also redesigned the electronic display completely, following the brand book and corporate style requirements of the bank.
Ticket announcement service
Initially, the QOne system offers ticket announcement based on a speech service that connects to an external network. We modified the service to use a database of pre-recorded voice messages to comply with security requirements. This ensures operation within a fully closed loop.
Background music on displays
Background music playback on displays has been implemented. Audio file management is done in the back office. Settings are supported for controlling the volume of background music and for muting the music during announcement calls. The QOne system offers flexible options for implementing advertising and informational features.
Support for printed forms
QOne specialists have developed specialized printing forms. Now the electronic queue receipt contains a logo, accompanying text and a QR code.
During the refinement of the solution, the functionality of binding individual templates to specific services was implemented. As a result, printable forms with flexible customization options became available.
Language support
Language support has been significantly improved. Now supported:
- Full localization of the kiosk screen when switching languages, including labels and tooltips. All languages are supported.
- Tickets are issued in the language selected in the interface. At the same time, the language of labels and logos changes.
- Announcement of the display in the selected language when the ticket queue is reached.
- Visual notification to the manager about the language in which the ticket was created.
Integration with bank systems
- Statistics system
An integration bus with a corporate statistics system has been developed. All data is exported to the bank's analytical system according to requirements.
- Integration with the pre-booking system
The bank uses its own system that allows customers to book appointments at branches through the website or mobile app. We have made enhancements to export data from this system. If necessary, the customer can confirm their remote booking at the ticket issuance kiosk and a personal manager will be available immediately.
New system deployment capabilities
Previously, the main method of software delivery was providing assemblies in the form of JAR files. The following enhancements were implemented during the implementation process:
- Our own Docker Registry repository has been launched.
- All build tasks for building Docker images have been enhanced.
- All necessary Docker Compose files have been prepared.
- Applications have been adapted for use inside containers.
- The folder structure and configuration files have been improved to simplify their mounting.
Result
Thanks to its basic architecture, our QOne electronic queue system is ideal for large organizations with a scalable, distributed structure. Wide range of features together with system flexibility allowed for quick implementation of enhancements and deployment of a product that fully meets customer requirements.
The concept of a single server, built-in mechanisms, and the absence of the need to deploy local software in every office significantly reduce costs for system implementation, further development, and maintenance.
All requirements from Raiffeisen Bank were implemented by our specialists within a 4-month period.