Challenge:
Punjab National Bank (PNB) serves millions of customers across branches offering many services. The bank faced:
- Long queues and overcrowding during peak hours.
- Customers confused about which counters to approach.
- Manual token management causing delays.
- Branch managers lacking real-time visibility into customer flow and productivity.
Solution:
Databyte implemented a Central Queue Management System (CQMS) across branches with:
- Self-Service Token Kiosks & Reception Desks for service-specific tokens.
- Audio-Visual Displays for real-time announcements directing customers.
- Service-Priority Tokens for senior citizens, differently-abled, and priority customers.
- Analytics & Reporting for branch managers to monitor flow and peak hours.
Results:
- Customers: Reduced waiting times and improved banking experience.
- Staff: Streamlined workflows and easier handling of multiple services.
- Management: Real-time visibility and higher customer satisfaction.
Conclusion
By deploying Databyte’s CQMS, PNB transformed branch operations — reducing delays and improving efficiency.
Contact us to learn how Databyte’s QMS can help your organization.