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 MediaStroyImidzh LLC, the bank developed a concept for the implementation and launch of an electronic queue system — flexible, efficient, scalable, and highly convenient for customers.
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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.
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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.
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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.
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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.
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Why Choose MediaMediaStroyImidzh LLC?
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 MedMediaStroyImidzh LLC. We are ready to develop a custom solution tailored to your needs using the proven IT-Screen software platform.
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