As, for last few years, financial sector of Bangladesh has become very competitive; banks have also invested heavily on ICT infrastructure. All these initiatives are aimed at improvement in
efficient customer services or offering new services. However, banks have not focused on their branch service management. The typical scenario bank’s branch shows the crowded environment with undisciplined queue of customers. Overall experience of most of the customers going in branch is not a pleasant experience.
Prime Bank Limited has done a pilot project of improvement of the queue system in their Mohakhali branch of Dhaka recently. Under this initiative, they have deployed a queue management solution from Business Automation for providing disciplined & guided customer experience. Customers are selecting the services from a touch screen kiosk, taking a token and waiting in a reserved space. The system is announcing the tokens with displaying the counter number. The branch manager can see the statistics on waiting customers from his desk and can re-arrange the counters in line with the traffic of customers. This has taken the customer services to the next level.