Banque Saudi Fransi Deploys Wavetec’s Queue Management System Across 79 Branches

Wavetec Joins Hands with Banque Saudi Fransi

Banque Saudi Fransi (BSF) selected Wavetec to enhance customer experience and reduce bank queues through the deployment of customer flow management technology across its banking halls.

Company Background

Banque Saudi Fransi is a full-service commercial bank providing financial services and products in the Kingdom of Saudi Arabia and other markets.

The Challenge

BSF was in the midst of a multi-year branch transformation program, aiming to modernize service delivery across its network. The bank needed a reliable way to organize customer flow, improve service consistency, and give management real-time visibility into branch performance.

What BSF Needed to Solve

• Consistent, high-quality service across every branch
• Real-time visibility into customer volumes, wait times, and service times
• A scalable platform to support the bank’s broader branch transformation program
• Stronger, longer-term customer relationships through better service delivery

Implementing Wavetec’s Queue Management Solution

Wavetec proposed a turnkey queue management system for BSF, deployed across 79 branches in Saudi Arabia.

The solution centers on virtual queue management, Donatello digital signage, and Opinion Plus customer feedback, connected through a centralized reporting system that gives BSF real-time business intelligence across every branch.

Self Service Ticketing Kiosk

Customers check themselves in on self-service kiosks upon arrival. Kiosks are integrated with the bank’s systems so customers can be identified by card reader and prioritized according to their account type.

Key features include dual-printer ticket issuance, reducing how often staff need to change paper rolls during busy periods, and multilingual support so customers can interact with the kiosk in their preferred language.

Optional security locks with a centralized alarm system and motorized card reader integration allow BSF to personalize the branch journey, for example by printing targeted messages on tickets. A central configuration feature lets BSF measure branch service levels from any location.

Donatello Digital Signage

While customers wait, LCDs installed throughout the branch show live ticket and counter information through Donatello, Wavetec’s digital signage platform.

Content can be scheduled by hour, day, or month, with targeted or customized content displayed in specific branches. Screen and report generation are handled centrally, giving BSF proper documentation and efficient resource use across its network.

Web Teller Station Unit (TSU)

Staff use Wavetec’s Web TSU to call customers to service counters based on pre-defined priority, with real-time visibility into customer numbers, wait times, and service types required.

Installation and upgrades are managed centrally rather than counter by counter. Web TSU also displays queue status and customer information, generates idle alert notifications, and logs detailed transaction records for each interaction.

One of Web TSU’s features lets tellers surface sales opportunities based on a customer’s profile, in two ways: showing a next-best-offer while the customer is being served, or logging a service or product the customer showed interest in.

LCD CDU

When a customer’s ticket number appears on the LCD, they proceed to the service counter to be served. The Customer Display Unit’s Power over Ethernet (PoE) feature means it runs on a single LAN cable, without needing separate power cabling.

Opinion Plus – Customer Feedback

Customer feedback units have been deployed across BSF branches, capturing feedback on the spot through Opinion Plus, monitored centrally by BSF’s Service & Quality department.

Feedback can be broken down by counter and by branch, giving BSF visibility into where service is and isn’t meeting expectations. Customizable surveys let BSF build its own templates based on customer behavior, and performance can be compared across employees, services, and branches using NPS and other satisfaction indicators.

Live Dashboards and Reports

Wavetec’s turnkey queuing system includes advanced manager dashboards and live reports through a centralized reporting system, giving BSF insight into customer flows, staff performance, service area efficiency, and customer journey mapping.

All branches are monitored in real time, tracking average waiting time, average service time, transaction accuracy, and teller punctuality. Management uses this data to understand daily footfall and forecast future traffic, and if a branch is short-staffed during a busy period, more tellers or counters can be assigned in real time.

Results

BSF’s branches running Wavetec’s queue management solution have experienced more organized customer flow, more transparent service processes, and a decline in customer complaints, contributing to stronger customer loyalty across the network. Real-time visibility into branch performance has given BSF’s management the ability to identify and respond to demand spikes as they happen, rather than after the fact.

Security and Architecture

The deployment runs on Wavetec’s enterprise architecture, supported by the company’s broader security posture, including SOC 2 Type II, ISO 27001, and GDPR-aligned data protection practices.

Where AI Fits

Wavetec’s broader queue management platform includes AI-driven capabilities such as Nexia-Q, an AI digital human used elsewhere in Wavetec’s deployments to guide customers by voice, and AI-powered routing that assigns customers to counters automatically based on service type and counter load. These capabilities sit outside the scope of BSF’s current deployment, which centers on the turnkey queue management, signage, feedback, and reporting solution described above.

FAQs

How many BSF branches run Wavetec’s queue management system?

79 branches across Saudi Arabia.

What does the solution include?

Self-service check-in kiosks, Donatello digital signage, Web TSU calling terminals, Opinion Plus customer feedback, and centralized live dashboards and reporting.

Does the queue management solution support multiple languages?

Yes. The self-service kiosks support multilingual interfaces so customers can interact in their preferred language.

How does BSF measure service performance?

Through centralized reporting that tracks average waiting time, average service time, and teller punctuality across every branch in real time.

Also see: Middle East Investment Bank, Iraq, another Wavetec queue management deployment in the region.