Axis Bank is one of India’s leading private sector banks with a strong presence in retail and corporate banking. To enhance customer experience in its Loan Centers — covering Personal, Home, Vehicle, and Business Loans — Axis Bank partnered with Databyte to deploy a centralized Token Queue Management System (TQMS) across 100 locations.
Challenge:
Each Loan Centre handled multiple services with heavy footfall, leading to long waiting times and customer confusion regarding service desks. Axis Bank required a standardized queue management solution across all centers to ensure a uniform, efficient customer experience. Management also needed central monitoring and detailed reporting to analyze customer flow, peak hours, and staff performance — all within a secure Axis network environment.
Solution:
Databyte implemented a robust Token Queue Management System (TQMS) that controls operations across all 100 Loan Centers, maintaining individual branch branding and loan-specific service categories.
- Master Display Screens: Real-time token display with live Axis Bank promotions and audio announcements.
- Configurable System: Token printing, service categories, counters, and promotional content are fully customizable.
- LAN-Based Connectivity: Secure, branch-level integration within Axis Bank’s internal network.
- Detailed Analytics: Branch-wise and service-wise reports provide insights on wait times, staff performance, and loan demand.
Results:
- Standardized Experience: Unified queue management across 100 centers for consistent service.
- Reduced Waiting Time: Faster service and improved customer satisfaction.
- Balanced Workload: Smart queue allocation optimized staff efficiency.
- Actionable Insights: Real-time monitoring enabled data-driven decision making.
Looking to improve customer experience across your branches? Contact us to explore Databyte’s Queue Management Solutions.