SUO Damascus in 17 branches of Sberbank

In September-October, 2010 the Damascus company performed delivery of e-queue systems in one of pilot zones of Sberbank - in 17 branches of the Baikal bank. For a set-up time and project implementations specialists Damascus could understand specifics of requirements imposed by banks to the SUO system in details.

In banks queue of dissatisfied visitors consists of two sources: not predicted influx of clients and conscientiousness of work of operators. From the point of view of the management of bank, the automated control system for queue also had to solve two of these problems.

The control of work of operators allowing to monitor service timing was the SUO major function for bank management: how many people were serviced by the employee in a day how many work with one client how many occupied breaks, etc. lasted. All this information provided to the management both in the online mode and in the form of regular reports, completely solved a problem of control of the personnel working in operational halls.

The organization of a possibility of quality evaluation of service by clients was the second most important task. This task faced bank management long ago. Its temporary solution use of cards with smiles was "good" or "bad" which the client left in the operator's "moneybox". But this system for obvious reasons was ineffective. However the electronic queue allowed to automate this process.

The Damascus company suggested Sberbank to equip jobs of operators with automatic panels of quality evaluation from which information comes directly to the centralized statistics module, and operators cannot influence her in any way. These data allowed management of the organization to trace customer satisfaction level practically in real time in tables and diagrams.

But nevertheless significant the problem of not predicted influxes of visitors more relating to credits specialists whom about 4 people at the same time could approach was not critical. In an e-queue system this problem was solved due to function of prerecording to the specialist performed including on the Internet. The link to this function is posted on the website of bank that to many clients and specialists-creditchikam, it considerably facilitates life, excepting situations of simultaneous arrival of clients.

The SUO main function is distribution and regulation of a flow of visitors while receives ambiguous assessment of clients.

By data Damascus (and the company carried out primary measurements of loyalty on places of implementation), assessment of expediency of an innovation changed at clients of Sberbank in direct dependence on number of other visitors who are present at department.

If people was not enough, and in the hall there was a free operator, then need to take the coupon on the panel of registration was perceived by visitors as an excessive obstacle and "mekhanitsizm". However as soon as the number of visitors increased up to 5-7 people, and free operators were not detected - SUO began to be assessed positively and was perceived as the benefit. The same positive assessment was given by the people who in the past had experience of standing in "live" queue even if at the moment queue was not.

All this allows to draw a conclusion that in general implementation of e-queue systems in banks is caused, reasonablly and solves a row enough current problems.

Of course, e-queue systems to speak about full-scale equipment of the largest banking networks so far early, but, considering preliminary estimates of efficiency of use of these systems and activity of banks, it is possible to assume that practice of implementation of SUO in banks will be mass.