All case studies
Live · Banking & financial services · national branch network
From paper tokens to a governed, measured branch operation.
A leading private commercial bank in Asia
A leading private commercial bank runs DeepQ in production across its branch network: digital check-in, counter operations, live monitoring, SLA alerting and a daily reporting line into head office, hosted inside the bank's own data centre.
deepq · deployment
Live
Service quality · Operational governance
From paper tokens to a governed, measured branch operation.
A leading private commercial bank in Asia
- Every token is timed from issue to completion, by service, counter and employee, so operations are managed on evidence rather than impression.
- Branch managers acknowledge an SLA breach while the customer is still in the hall.
- Head office reviews the network on a daily report and a scheduled management pack instead of a month-end reconstruction.
Customer name shared on request.
The challenge
- Paper tokens and crowded halls, with no record of how long a customer waited or who served them.
- Head office could see branch performance only through month-end spreadsheets assembled by hand.
- Service failures and low ratings surfaced after the customer had left, so nobody could recover the visit.
- Any new system had to run on the bank's own infrastructure and satisfy its audit, access-control and data-residency requirements.
What DeepQ put in place
- QR, kiosk and walk-in check-in at every branch, with printed tokens for customers who want one and notifications on the bank's own channels.
- Counter operations with auto-assign, hold, resume and transfer, and multi-service journeys for customers who came for more than one thing.
- A live board per branch and a network view for head office; the alert engine routes SLA breaches and low ratings to the manager who can act, once, with a cooldown.
- Role-based access, audit trails and the bank's own report format exported daily, with copilot packs for management reviews.
What changed
- Every token is timed from issue to completion, by service, counter and employee, so operations are managed on evidence rather than impression.
- Branch managers acknowledge an SLA breach while the customer is still in the hall.
- Head office reviews the network on a daily report and a scheduled management pack instead of a month-end reconstruction.
Run the same pilot in your branch.
A pilot branch is typically live within weeks. We agree the measures first, so the result is a number, not an opinion.