Our First Touchscreen Queuing System

EDS has launched our first touchscreen sign-in system, the TouchQ, in banking at Family First Federal Credit Union located in Penfield, NY. Built right into an interactive kiosk, the queuing system creates a sign-in procedure and allows for smoother and more manageable internal operations. The TouchQ can be personalized to operate in any facility, large or small, to replace or improve traditional sign-in methods.

How it Works

The queuing aspect of the interactive system at Family First:

  1. Members and guests of Family First sign in (along with email, to build a mailing list) and indicate the reason for their visit using the keyboard and dropdown options
  2. Customer service representatives receive notification that someone new is waiting to be seen on their own internal webpage
  3. Once a customer is called to be helped, CSRs can enter their credentials next to the customer’s name and are redirected to a list of customers currently being assisted. Here they can make any comments about the service call
  4. CSR tracking metrics are archived including data relative to sign-in time, wait time, service call time and comments/notes. This archive includes everyone in the queue.
  5. From the back-end they can view and download the queue into an excel spreadsheet including time stamps of everyone who was helped on any given day for analysis

This smooth and simplified approach to assisting customers provides a consistent and operationally efficient method for analyzing day to day operations and customer satisfaction.

User Interface

The touchscreen system self-service includes buttons to assist customers in finding information on specifics such as home loans, auto loans, mobile banking instructions, and checking/savings accounts, and routes directly to the website for additional information

EZ Updater

Another helpful tool is the implementation of the “EZ Updater,” which allows bank employees and management to revise or add information/marketing materials easily at any given time. It also allows for day-parting and scheduled content, so that information and graphics will appear on certain days and/or at certain times as needed.

Let Us Help You Get Started!

The TouchQ can be completely customized to fit any need. Our recent installation has shown how beneficial a digital queuing system is in a banking environment, but it can be tailored to any business with similar sign-in requirements. Contact us for more information on how an interactive solution such as this can improve communications and operations within your organization!