Queue management is the process of improving customer experience, employee productivity, and service delivery by managing customer wait times. It involves tracking both the actual and perceived wait times. Software tools can help banks implement queue management techniques like issuing tokens, displaying wait times, segmenting queues by service, and preparing staff for upcoming customer needs to streamline customer flow. Major banks in India like SBI, ICICI, and Axis are utilizing technologies like mobile apps, self-service machines, and digital displays to manage queues and provide a better customer experience.

1. QUEUE MANAGEMENT AT BANKS
Submitted to-
Prof. Vikram Kumar
Sharma
Members-
Sarthak Bansal
Shreya Shukla
Shristi Singh
Shashank Kumar Gupta
Shubham Sharma
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2. Queue Management At Banks
Queue management is the process of improving your business by managing customer's waiting
experience, increase employee productivity, streamline the queuing experience, and enhance
service delivery.
How to manage customers' waiting experience, there are two types of waiting time.
•The actual time between the customer first decides to get something until they have it.
•The perceived time between the customer first decides to get something until they have it.
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3. Benefits Of Queue Management
 Improve the Waiting Experience
 Separate Yourself From the Competition
 Create Business Flexibility
 Access Data on the Customer Experience
 Increase Accessibility of Resources
 Reduce Walkaways and Appointment No-Shows
 Better Customer Engagement
 Transparency would bolster the trust in your bank
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4. Some Software For Queue
Management
 Qudini
 Better Branches
 JRNI
 QMATIC
 WAVETEC
 QMINDER
 QLESS
 Skip Lino
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5. Why Are Queues Such An Issue For Retail
Banks?
 Queues can make or break the customer experience.
 Poorly managed queues impact bank staff and managers.
 The following are just a few issues that can negatively impact employees, and
by extension, the bank as a whole:
o Managers have a lack of insight into when peak and lull times are at the
individual branch level, leading to inappropriate levels of staffing.
o Employees cannot prepare for the customers who are coming up in the queue.
o Employees have to not only solve a customer’s problem, but potentially have
to deal with a frustrated person who expects fast service.
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6. Six Queue Management Techniques To Streamline
Customer Flow
 1. Automate and digitalize to enable self-service.
 2. Issue tokens and call customers by token numbers.
 3. Install a display screen that shows token numbers being
called.
 4. Segment queues by service to add counters as needed.
 5. Pooled queues to match follow-up services to available staff.
 6. Be prepared to handle customer needs.
SHASHANK
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7. Queue Management at SBI
 State Bank of India is offering a virtual queue ticket or "e-token" service
 newly-launched app No Queue
 "can book a virtual token...and skip the queue," India's largest bank SBI
said on Twitter
 cheque deposit, cash deposit/withdrawal, demand draft, NEFT/RTGS and
loan account opening/maintenance.
 The app provides "real time status notification of your position in the
queue
 App conveys the estimated waiting time, the number of customers ahead
in the queue and the distance to the branch from the point of booking
 Customers will be updated about their position in the queue through
alerts
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9. Queue Management at ICICI
 ICICI powered ahead with innovations in the mobile banking
space
 The first piece of ICICI's mobile innovation is its app ‘Pocket’
 E-wallet
 Not restricted to the bank's customers
 send or request money from any e-mail id, mobile number and friends on
Facebook, among others.
 The second piece of ICICI's mobile innovation is its app 'iMobile’
 transfer of funds, transfer money,cash withdrawal at any ATM without using a
card
 apply for loans and pay utility bills.
 Integrated with Google - payment due alerts
 ICICI became the first private sector bank in 2013 to introduce 'Branch on
Wheels‘
 banking facilities to unbanked villages
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10. Digital Lobby
Management
 A TV screen displays the queue number
 Increases Branch Productivity
 Take over a transaction if it takes more than two minutes
 Increases Customer Satisfaction
 ensure being served in a timely manner
 Reduce In-Branch Queues
 pre-book transactions, one can go to the branch only
when it’s their turn
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11. Queue Management at AXIS
 Cash Deposit Machine
 Digital Lobby Management
 Self-service terminal and doesn’t require any bank official
 Instant money credit in your bank account
 Save time by avoiding queues and skipping form filling processes
 Receive deposit receipt immediately
 Not necessary to segregate your denominations.
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