Promsvyazbank (E-queue system of MAXIM)

Implementation project of management systems for queue in a branch network of Promsvyazbank, more precisely about intermediate project deliverables.

As it often happens, everything began with the tasks defined in requirements of the customer as:

• Receive the centralized online reporting of efficiency of departments of network;
• Increase efficiency of implementation of changes in sales and service;
• Increase quality of client service;
• Increase capacity and performance.

In order that the choice of the supplier was reasonable and right bank the preliminary pilot project of implementation of the Q-matic, DAMASCUS and MAXIM systems was carried out. By results, whom the solution MAXIM was recognized to the most fully meeting requirements of technical specifications.

Pilot software testing of an electronic queue of MAXIM showed all functionality of an electronic queue. And also a set of wishes and additions to original requirements was defined. The got unique practical experience allowed to select and formalize the strategy of implementation of systems in bank departments. A number of functions of the software product was finished in the shortest possible time until the beginning of large-scale replication of licenses within the project.

Reality of results

Implementation of systems began in February, 2012 and in the middle of 2012 the bank carried out analytics of efficiency of implementation of management systems for queue in control departments. Researches were conducted using statistical information which is stored in the central server and is presented in a report type in The Centralized Statistics program.

Based on the carried-out analysis monthly increase in number of clients during the summer period, against the background of decrease in average time of waiting of a call by clients was recognized the main achievement:

Statistics of an electronic queue in bank

• in July reduction for 10%, at increase in number of clients for 44%
• in August reduction for 14%, at increase in number of clients for 37%
• the shtatnayachislennost of points did not increase

In Promsvyazbank 63 systems are implemented already. Process is standardized both from divisions of bank and from services of our company. It allowed to cut by half an implementation time of each system and to accelerate project deadlines.