At present, there is a tendency in the banking sector to update existing solutions for automation of client flows. Banks have been using popular classic electronic queues for a long time, during the operation of which a number of difficulties appear:
- The actual lack of centralization. Initially, system is an offline solution and any attempts to transform it into an online format do not lead to the desired result.
- Too high administration costs, including due to the lack of centralization.
- Outdated software that does not meet modern requirements.
- Lack of effective configuration mechanisms. Many typical tasks are solved using outdated methods, requiring regular participation of administrators in the operation of the system.
Modern electronic queue system should not only effectively solve the above-mentioned difficulties, but also need to be fundamentally suitable for working with large distributed companies and provide support for modifications and development of new functionality if necessary.
Selecting of solution
When choosing an electronic queue system for bank, it is extremely important to consider the following requirements:
- The solution must be added in the register of Russian software of the Ministry of Digital Development, Communications and Mass Media.
- The solution must be the vendor’s own development, without third-party dependencies, restrictions or sanctions risks.
- The solution must be based on modern technologies with support for large, distributed systems.
- The solution must support flexible integration capabilities with the bank’s subsystems.
Smartix electronic queue has the appropriate legal status, there are no dependencies and risks associated with external restrictions. Smartix proprietary complex uses modern technologies and is suitable for large-scale projects. The required integration capabilities are provided.
Implementation
Our system was initially developed for large-scale projects and is perfect for large distributed organizations. One example is the implementation of Smartix electronic queue at Raiffeisen Bank.
Single server
The Smartix electronic queue provided the possibility of centralized management through a single back office, single server that unites the work of all branches, workstations, ticket kiosks and electronic displays. There is a built-in online monitoring and customer service statistics system, customizable reports and centralized update system.
Integration with LDAP
Smartix system has basic support for LDAP integration and during the implementation process, LDAP integration was significantly improved. As a result, system gained the ability to work completely autonomously to create and modify accounts:
- Based on roles in LDAP accounts are created and they are assigned corresponding roles at the e-queue level.
- Possibility of automatic creation of any roles — supervisors, engineers, branch managers.
- Assignment of list of services that manager can serve.
- Updating account data when logging in. If changes occur in LDAP, they automatically affect the e-queue user settings.
- Binding users to a specific branch based on LDAP data or IP address.
- Blocking users when dismissing or suspending an account in LDAP.
As a result, fully automatic user management is ensured, which no longer requires the participation of IT department employees.
Transfer of existing equipment to new software
Our specialists ensured the update of Raiffeisen Bank equipment to the Smartix electronic queue without any hardware replacement. All classic 19-inch and new 32-inch kiosks turned out to be fully compatible with our software for e-queue ticket kiosks. Existing electronic displays are also compatible with our system. As a result, it was possible to avoid equipment upgrade costs.
A number of branches use Android tablets. Our system supports work on Android tablets, the solution is currently in the process of adaptation.
Software branding
According to the provided guidelines, we have branded the interfaces on the e-queue ticket kiosks and electronic displays to strictly match the bank’s style. A complete redesign of the electronic display was carried out in compliance with the requirements of the brand book and corporate style of the bank.
Ticket voiceover service
Initially Smartix system offers voice-over of tickets based on the speech service, which make requests in the external network. We have improved the service and transferred it to use of a database of pre-recorded voice messages to comply with security requirements. This ensures operation in a completely closed circuit.
Background music on the display
Playing of background music, which is played on the display is implemented. Audio files are managed in the back office. Supported settings that are responsible for the volume of background music, as well as for muting music when calls are voiced.
Support for printed forms
Smartix specialists have developed specialized printed forms. Now electronic queue ticket contains logo, additional text and QR code.
In the process of finalizing the solution, functionality of linking individual ticket templates to specific services was implemented. As a result, printed forms with the possibility of flexible adjustment and simple customization became available.
Language support
Language support has been significantly improved. Now the following is supported:
- Full localization of kiosk screen when switching languages, including inscriptions and tips. Any languages are supported.
- Issuing tickets in the language selected in the interface. At the same time, language of the inscriptions and the logo change.
- Sounding the display in the selected language when it is time for a ticket.
- Visual informing the manager about the language in which the ticket was created.
Integration with bank systems
An integration bus with corporate statistics system has been developed. All data uploading to the bank’s analytical system in accordance with requirements.
- Integration with pre-registration system
The bank uses its own system that allows you to register at branches via the website or mobile application. We have made improvements to ensure data export from this system. If necessary, client can confirm his remote registration at the e-queue ticket kiosk and personal manager will immediately approach.
New system deployment capabilities
Previously, the main method of software delivery was to provide assemblies in the form of JAR files. The following improvements were added during the implementation process:
- Launched native Docker Registry repository.
- All build tasks for building Docker images have been improved.
- All necessary Docker Compose files have been prepared.
- Applications have been adapted for use inside containers.
- Improved folder and configuration file structure to simplify their mounting.
Result
Thanks to its basic architecture, our Smartix electronic queue system is ideal for large organizations with large-scale, distributed structure. The extensive functionality together with the flexibility of the system allowed us to implement modifications on demand in a short time and implement product that fully meets the customer’s requirements.
The concept of single server, built-in mechanisms and the absence of the need to deploy local software in each office make it possible to significantly reduce costs of implementation, further development and maintenance of the system.
All requirements from Raiffeisen Bank were implemented by our specialists within 4 months. This case confirms our highest competence and experience in working with large-scale projects and also perfectly demonstrates the distinctive features of the Smartix software product in the market of electronic queue systems for large customers.
