In a nutshell 🥥 Modern queue management systems are transforming how banks and credit unions serve their customers. These tools streamline branch operations, reduce wait times in banks, and enhance both in-person and virtual customer experiences. They offer real-time wait time updates, self-check-in kiosks, and mobile notifications—all while providing managers with valuable data insights. Choosing the right solution means finding one built for financial institutions that integrates seamlessly with other tools, improves staff efficiency, and ensures customers feel seen and supported. With the right implementation, queue management software can boost satisfaction, reduce missed opportunities, and future-proof your institution’s service model.
Queue management software can help you confidently answer key operational questions and significantly improve the performance of your financial institution.
You may be wondering: What exactly is a queue management system? How do these systems function? And most importantly, does your financial institution truly need one?
Modern queue management systems in banking have advanced far beyond the traditional “take-a-number” model. Today’s systems offer integrated self-service capabilities, support both virtual and in-person queues, provide real-time wait time estimates, and deliver valuable analytics—all within a single, centralized platform.
The most effective queue management systems enhance the customer experience, improve operational efficiency, and offer actionable insights for managers and decision-makers.
Let’s answer a few key questions about this revenue-driving technology feature that has served banks and credit unions well in the digital era.
What is a Queue Management System?
A queue management system is a tool designed to help organize and manage customer queues across all of your available channels. At your bank or credit union, this may range from a physical sign-in sheet to a digital check-in kiosk or tablet.
Why Use a Queue Management System?
While banking queue management systems vary in complexity, their fundamental purpose is to ensure that customers feel secure in their place in line, while keeping staff informed and prepared.
Key benefits include:
Reducing In-Branch Confusion
A clear and visible queueing system provides structure, making the experience more predictable for both customers and employees.
Accelerating Service Times
Without a structured queue, clients with simple needs may face unnecessary delays. A queue management system helps triage and prioritize efficiently.
Ensuring No Customer is Overlooked
When a queue is well-managed, all visitors are acknowledged and served, reducing the risk of walk-outs due to confusion or frustration.
Promoting Fairness
A transparent system creates equitable service expectations and helps prevent the dissatisfaction that comes when others are served out of order.
However, not all systems are equally effective. Some struggle with mobile integration, while others may not accommodate virtual users. Staffing limitations or lack of functionality can also hinder performance. Choosing the right system is essential.
How Does a Queue Management System Work?
A basic queue management system involves a customer entering a queue, waiting for a service, and gaining visibility into their spot in line and their wait time.
Today, digital banking queue management systems combine physical and virtual queues to create a better experience for both clients and staff. This means that a customer or member can enter a branch, check in on a tablet or screen in the lobby, and be joining the same queue as another client sitting at home on their smartphone.
Take a look at some other features advanced customer flow management software offers:
Gather Crucial Customer Information — Well in Advance
With advanced systems, clients can input relevant information when they check in. Are they here to see an advisor? Do they have an appointment? What kind of services do they need? Do they have appropriate documentation? By sifting through a couple of details, customers and members will be sorted into the queue appropriately.
See Wait Times
All queue management software should include a real-time display of current wait times. Ideally, the live wait time should be available both in person and online. This way, customers and members can gauge how busy their local branch is before joining the queue. When a client is done waiting in line and their turn is up, staff can update the queue (and wait time) with the touch of a button.
Get Automatic Next-in-Line Notifications
As soon as the queue moves, bank queue management software should automatically send an SMS message or email to the next person on deck. It’s a plus if the tool you use also sends an automatic notification when a client abandons the queue, because 20% of customers end up rebooking when they’re sent missed notifications. (Let’s recover those potential revenue opportunities).
Alert Staff of Customer Arrival
Queue management systems in banking provide helpful notifications to staff, advisors, managers, and operators as well. Alerting employees when someone checks in (whether physically or virtually) is just one of many benefits on the backend.
These are just some of the key features you can expect from customer flow management solutions.
What Are The Types Of Queuing Systems?
There are a few common types of queuing systems that banks and credit unions use today. Let’s break them down into four main categories, and look at the differences between each type of tool.
Simple Sign-In / Check-In
The most basic type of queue management system in banking involves a tool that allows customers and members to either sign in (for a walk-in appointment) or check in (for a previously scheduled appointment). This simple system helps managers keep track of branch traffic, but it doesn’t necessarily add much to the client experience.
Self-Serve in Lobby
A self-service queue management system is located in the lobby of a bank or credit union, and typically displayed on a large touch screen kiosk, or a series of tablets. This type of queue system allows customers and members to join the line, book an appointment for later (if they can’t stick around), see current wait times, and find other helpful information. Self-service kiosks also allow clients to check in, leave the branch to grab a coffee (or a pedicure depending on the wait), and get a text when it’s their turn to come back.
Virtual Queue Management
A virtual queue management system is a tool that allows customers and members to wait their turn from anywhere, and be seen virtually by a staff member or advisor. 50% of customers and members polled said they prefer digital banking via mobile app, so virtual queue management is definitely becoming a popular feature for banks and credit unions today.
Hybrid
Hybrid customer flow management and queuing systems combine virtual queue management with in-person queuing. This is really the best of both worlds—a queuing software that can handle both in-person traffic and virtual ensures no one is left behind, and that the right person is delegated to your client’s needs.
If you’re deciding on which type of queue management system to implement at your financial institution, find one that offers a centralized queue in one streamlined tool that helps clients feel accounted for, and provides insights on the backend.
What Are The Advantages and Disadvantages of Queuing Systems?
Any time you consider implementing a new tool in your institution, it can feel a bit daunting. With a queue management system, there are definitely some pros and cons to consider before diving in head-first.
Pros
First, take a look at the advantages of banking queue management systems. When queuing software is up and running successfully, you’re almost guaranteed to see improvements in customer satisfaction, staff efficiency, and meaningful data analytics.
Better Customer Experience Across the Board
The most obvious advantage of customer flow management software is the way it positively impacts your clients. When a tool is easy to use and available across multiple channels, your customers and members will be more satisfied with their banking experience. In fact, most institutions see an average 21-point increase in NPS scores after implementing queuing software.
Improved Operational Efficiency
Queuing software syncs with your team’s calendars and integrates with your website, mobile app, and lobby self-serve screens—everything is connected to one central view. This allows your employees to see exactly how many people to expect on a given day, what kind of services clients need, and work more efficiently.
Gained Insights
Queue management systems in banking also provide your team with a simple (yet robust) interface on the backend, so you can see what’s happening behind the scenes. Managers will be able to discover key insights like the number of walk-ins per day, cancellations, advisor appointment length, conversion rates, and more, to help them make informed business decisions.
Cons
On the other side of the coin, tackling a brand new software implementation comes with its own set of challenges. Make sure you consider these possibilities when making decisions about investing in the future of your financial institution.
Learning Curve For Some Clients
While a lot of customers and members crave self-serve and virtual options at their financial institutions, some not-so-tech-savvy clients may be hesitant to use new customer flow management solutions. For example, if an older client walks into a branch and is greeted by a large screen rather than a staff member, their gut reaction may be to walk back out.
When you begin using a queue management system, post signage in and around your physical branches with information about the new tools. And always have someone available in person to answer questions.
Adjustment For Staff
As for staff, getting trained on yet another new tool can be overwhelming, especially if your institution is currently using several other management systems. You may hear some grumbling and be met with some pushback at first.
The good news: A comprehensive queuing management system should be able to replace several individual tools at once (like appointment scheduling, video calling, and data analytics), and blend in seamlessly with others.
Security Concerns
If you’ve chosen a tool that doesn’t meet high-security standards for financial institutions, you may be concerned about the security of your information and data. If a leak were to occur, it could mean serious repercussions for your financial institution.
Tip.
Be sure to choose a queue management system that complies with strict security measures, so you can rest easy knowing your client’s information is secure, as well as your team members’.
These are just a few of the advantages and disadvantages that come with adopting a new software solution. For more information on the pros and cons of banking software, take a look at our buying guide.
What Is The Best Queue Management System?
The best queue management system is one that integrates with your financial institution seamlessly, provides analytics, and offers both in-person and virtual capabilities.
Built For Financial Institutions
The first question you should be asking yourself when choosing a new queuing system is: who was this software designed for? If the answer isn’t “banks and credit unions,” you should keep looking. Banking software comes with a unique set of needs like document signing, identity confirmation, co-browsing, and high security. The best tool will be catered specifically to your needs as a financial institution.
Provides Data Insights
Again—analytics are such a key part of any banking software. The best banking queue management systems give your team a holistic view of your branch, and help you make decisions about staffing, marketing, customer support, and more.
Offers In-Person and Virtual Management
The best queue management tool doesn’t stop in the lobby. It encompasses virtual customers and members, and remote employees as well. Find queuing software that allows for self-service kiosk tools, remote sign-in, live wait times, and automatic text notifications.
The best queue management system will also ideally be combined with other tools as well. Today, systems like appointment scheduling and bank video calling are packaged together with queue management, rather than as separate products.
Make a Better Queuing Experience a Priority at Your Financial Institution
These days, if customers or members walk out, they may not come back in. It’s time to meet them where they are with more options, more attention, and the right solutions. If you’re ready to improve your queuing experience, it’s time to invest in customer flow management software.
Customers and members want to feel seen, heard, and accounted for. Improving their queue experience will lead to better satisfaction, loyalty, and word-of-mouth recommendations to friends and family. Choose better service for your customers and members, and better branch and retail efficiency for your team with a queue management system.
Coconut Software has helped over 150 financial institutions implement queue management systems, and we’re eager to do the same for you. Our self-serve, interactive model provides your staff with insight into abandoned queues, more control over their schedules, and the ability to work remotely (when possible). Request a demo today to see how Coconut Software can check the boxes for your financial institution’s queue management.
Frequently Asked Questions
How does queue management software support loan and deposit growth?
Queue management software enhances the client experience by reducing wait times and ensuring that customers are seen in a timely and orderly manner. When paired with intelligent routing and data collection, staff can identify high-value prospects—such as clients interested in loans or new deposit accounts—and connect them with the right specialists. This leads to increased cross-sell opportunities, higher conversion rates, and ultimately, measurable loan and deposit growth.
Can queue management software improve operational efficiency in banking (in-branch and online)?
Yes. Queue management tools streamline client intake, automate next-in-line notifications, and integrate with calendars and CRM systems. This reduces manual effort, prevents service bottlenecks, and allows staff to spend more time engaging with clients rather than managing logistics. It also provides real-time analytics to help optimize staffing and scheduling based on actual branch traffic.
How does queue management software align with AI in banking, and other automation trends?
Modern queue management platforms often integrate with AI-driven tools such as predictive analytics, smart routing, and chatbots. AI can anticipate peak hours, optimize queue structures, and even recommend the best times for customer outreach. These technologies allow financial institutions to deliver faster, more personalized service while lowering operational costs and improving customer satisfaction.
What role does queue management software play in hybrid banking models?
Queue management systems are essential to hybrid banking, where clients engage both digitally and in-person. These platforms unify virtual and physical queues, enabling customers to check in remotely, receive service online, or visit a branch with minimal friction. This consistent experience across channels ensures continuity of service and supports digital transformation strategies.
How can FIs use queue management software to address bank staff shortages?
When faced with limited staff, efficiency becomes critical. Queue management software helps prioritize service requests, reduce idle time, and ensure that each employee is utilized effectively. Features like virtual check-ins, self-service kiosks, and automatic notifications reduce the need for front-desk staffing, while keeping the customer experience intact—even with a leaner team.
Is queue management software compatible with appointment scheduling software?
Yes, and integration is highly recommended. When combined with appointment scheduling software, queue management systems allow clients to book time slots in advance, receive reminders, and check in automatically. Staff can view both scheduled appointments and walk-in traffic in one centralized interface, improving visibility and planning.
What bank performance metrics should banks track using queue management software to support growth?
Banks should monitor metrics such as: Average wait time, Abandonment rate, Walk-in vs. appointment traffic, Conversion rates for services like loans and account openings, Staff utilization and availability, and Customer satisfaction or CSAT (via NPS or surveys)
These insights help leadership identify growth opportunities, optimize resource allocation, and deliver a consistently high standard of service across all branches.
How do you implement a bank queue management solution?
So far, implementing queue management software might sound like some abstract, nebulous idea left up to the technical team at your institution. However, there are some concrete steps to take once you’ve landed on a customer flow management system.
Kickoff With Software Company
After purchasing a queuing system, you’ll have a kickoff meeting to discuss your goals, scope, and what to expect in the next week or so. Your software partner should be knowledgeable in the financial sphere, and able to guide you through implementation confidently.
Design Your Tool
Your queuing software should be a white-label tool that you can customize to fit your branding. Choose logo images to include, as well as color schemes, fonts, and other design elements.
Transfer Data
Once your queuing tool looks like it fits in with your institution, you can transfer all pertinent data like branch locations, employee information, and service categories. After setting up all of your preferences, you’ll be able to test the product in-house.
Train and Practice
Rather than holding one big, long, drawn-out meeting, tailor your training to the different roles in your organization. Give the bulk of the information to administrators, so they can act as owners of the product, then train team leads on what they need to know, and what information to pass down the line to managers, staff, and receptionists.
As long as your efforts are organized, everyone should be up-to-speed in no time. And your software partner will be there every step of the way to answer questions and help with the transition.
Launch Your Queuing System
Once your team feels comfortable using this new tool, you’ll be ready to launch. Depending on what feels right, you may want to stagger this launch to one channel or location at a time, or go all-in at once.
With the launch, be sure to include marketing—both internally and externally. In the first push, provide materials within the institution so that everyone is reminded of their role. In the second push, create physical signage for your windows, lobby, and marquee, and send out digital flyers through your website, mobile app, and client email list.
After a successful launch, the rest of your journey will involve data collection, goal setting, continued coaching, and eventually a business review. We recommend taking a look at your progress after the first 30, 60, and 90 days of implementation.
How can you convince others to buy queue management software in banking?
If you need some help securing buy-in for customer flow management and queuing systems, we’ve got a few tips on building a business case for your institution.
Ask: What is Your Organization Missing?
First, lay it out plainly: what is your bank or credit union lacking when it comes to customer flow management solutions? There is obviously a need for better queue management, or you wouldn’t be researching the best tools out there.
Now is your time to shine and illuminate all of the pain points in your institution’s current system. Here are a few examples of questions to start with:
- Do customers and members often walk out of your branch unattended or frustrated due to long wait times?
- Do you know what your average wait times are?
- Is there a fair system in place to help clients be seen in the order they arrived?
- Do customers and members have the option to join a queue online/remotely?
- Can clients join a queue, leave, and receive a notification when their turn is coming up or do they feel trapped in line?
- How many missed appointments does your branch see on average, and is part of that number due to ineffective queue management?
Then ask: How can your financial institution benefit?
Once you’ve established what’s missing, address how your bank or credit union would benefit from these pain points being resolved. This step is crucial because it can encompass multiple areas of the organization (and multiple stakeholders).
- More customers and members would be able to receive services if they felt confident they would be seen in a fair and timely manner
- With clear data on wait times and the number of people who abandon the queue, you’ll be able to adjust business strategy accordingly.
- A system that makes queuing more equitable will result in more clients seen, and fewer missed revenue opportunities.
- The option to join a virtual queue will open doors to a whole new demographic of customers and members who prefer online banking.
Finally, ask: What kind of software will usher in these changes?
The problem is clear; the benefits are clear—now it’s time to present the solution: a banking queue management system. Present the software you’ve chosen, and play a demo if available. It’s important that you explain how this tool works, but also how it answers the problems and benefits mentioned above.
- Queuing software creates a streamlined environment in-branch and online, allowing customers and members to feel confident about their place in line.
- This technology provides clients with the option to join, leave for a while, then come back when it’s their turn, or book an appointment for later—making people less likely to abandon a queue.
- All-in-one tools (like Coconut Software) not only provide self-serve and virtual queue management, but they also come with other features like appointment scheduling, data analytics, and video conferencing.
- A hybrid customer flow management system combines physical and virtual queues into one central location so more clients can be seen, and advisors can prepare accordingly.
Of course, this is just one plan for securing buy-in. You should customize a presentation to your stakeholders based on your institution’s needs, goals, and unique market position. And be sure to cater to your specific audience . Once you’ve made an irresistible case for a queue management system, it’ll be hard for anyone to say no.
