Author: Dzmitry Hinko

Project Goals and Objectives​

In modern banking, service speed and information transparency are key factors affecting customer loyalty and the efficiency of both the head office and branch operations. That is why RRB-Bank set out to modernize its customer service process, minimize waiting time in branches, and improve service quality. In collaboration with Mediastroyimage, the bank developed a concept for the implementation and launch of an electronic queue system — flexible, efficient, scalable, and highly convenient for customers.

Main Project Goals:​

• Customer flow optimization — directing visitors to the appropriate operators without chaos or unnecessary delays.
• Increased service transparency — customers can see the status of their queue in real time.
• Analytics and statistics — access to detailed data on customer activity, popular services, and operator efficiency.
• Flexibility and scalability — easy system adaptation for various branches and operating scenarios.
• Cost minimization — implementation without the need for expensive equipment.

Project Implementation​

The cloud service IT-Screen was chosen as the platform for building the electronic queue system, offering a fully web-based solution that is flexible both in software and hardware.

The minimal system configuration could be deployed on a single device — a smartphone or tablet — which allowed the bank to save on equipment and quickly begin implementation.

Key Solution Components Included:​

• Terminal — the client registration point, created based on IT-Screen karmics. The client selects a service through an intuitive interface and receives a queue number.
• Waiting screen — the main display in the waiting area showing the current queue status.
• Operator’s workplace — a web application for calling clients, managing the queue, and processing requests.
• Content management — the ability to display useful information on the main screen: exchange rates, advertisements, weather forecasts, and more.

IT-Screen Tools Used:​

• Terminal and Screen Widget Builder — for customizing interfaces without developer involvement.
• Flexible karmic and tag management — for easy configuration of service structures and operations.
• Advanced access rights — restricting operator access by service type.
• Device subscription to karmics — for instant interface updates on connected devices.
• Ticket printing integration — using the specialized utility It-Screen_MQTT_Print.

Additional Features of the Project for RRB-Bank​

• Service activity scheduling — certain services operate at specific hours, allowing more precise workload management.
• Operation prioritization — more critical services, such as currency exchange, receive priority in the queue.
• Dashboards for staff — simplified interfaces for operators, especially relevant when working from mobile devices.

Unique Features of the Project​

• Minimal infrastructure — the system can run on a single device, which is especially valuable for small branches.
• Instant setup and scaling — thanks to karmic concepts and cloud architecture, new terminals and screens could be quickly added and configured without complex procedures.
• Queue and multimedia combination — the system simultaneously managed the queue and displayed current information.
• Simple statistics integration — each operator had access to their own data, and management had access to summary reports by branch.
• Customizable interface appearance — the ability to change the theme, logos, and color scheme to match the bank’s corporate style.
• Remote administration — all devices were managed via a web interface without requiring physical presence.

Project Results​

Thanks to the implementation of the IT-Screen-based electronic queue, RRB-Bank significantly reduced the average customer wait time (by more than 25%), increased visitor loyalty, and improved the transparency of branch operations. Real-time exchange rate displays and information on compliance with financial safety measures (cards, deposits, transfers, etc.) strengthened customer trust in the bank as a transparent and tech-savvy institution.

The project is a great example of how modern web technologies and cloud services can deliver powerful solutions without major expenses on hardware and development.

Why Choose Mediastroyimage?​

The successful implementation of the project for RRB-Bank demonstrates our team's expertise in delivering digital solutions for the financial sector. We offer a comprehensive approach — from task analysis to implementation and system support — ensuring that goals are achieved.

If you want to improve the efficiency of your branches, enhance customer service, and adopt modern technologies — contact Mediastroyimage. We are ready to develop a custom solution tailored to your needs using the proven IT-Screen software platform.