New World With No Queues

Nikolay Zenko

Nikolay Zenko

Head of Salesforce Services at Andersen

Aug 18, 2020
9 minutes to read
  1. Case №1: the banking sector
  2. How it used to be
  3. How it should be
  4. The principle of free chairs
  6. Scheduling via shift management
  7. These Salesforce ecosystem tools can be used to implement the strategies:
  8. Case №2: retail
  9. How it used to be
  10. How it should be
  11. Conclusion

2020 will surely go down in history as a year of major changes for the majority of classic business sectors. The pandemic situation and the necessity of social distancing have led to a change in many processes that used to seem unshakable. In this article, we will consider two cases with Salesforce-based solutions for businesses hit by COVID-19. One of the cases is highly relevant for the banking sector, and the other one - for retail.

Case №1: the banking sector

This case refers to the part of the banking sector that provides for a large customer flow and the fastest possible access to the service. First of all, this refers to transactions with an account that require the personal presence of a client. Such operations include check-cashing, fund withdrawals, working with safe-deposit boxes, etc.

How it used to be

Such operations, as a rule, presupposed a live or electronic queue. Let's imagine a bank structure that works with a client via the Salesforce interface. The bank has an electronic queue kiosk that is tightly integrated into Salesforce and operates according to the queue routing principle. The kiosk routes a client to a specific queue in Salesforce depending on the selected service/sub-service. The queue is connected with Omni-Channel functionality. Thus, the first operator in the queue who becomes available automatically receives the next application. alt text In the new reality, this variant of working with an electronic queue is unacceptable, primarily because the system of social distancing forces banking structures to limit the number of people visiting a bank branch at any one time.

How it should be

There are several ways to rebuild a process. We’ll divide them into two for convenience. Both processes are based on the scheduling of free slots but differentiate a little in their approach.

The principle of free chairs

The basis of this principle is the very same queue but with two important additions:

  • It is important to know how many customers can be inside the building at once while keeping a social distance.
  • It is important to know the approximate time interval during which it is possible to serve all the clients inside the building.

The queue should be manageable! As a result, we get two main parameters for calculating the capacity per time unit. Our final objective is to round up the calculations, considering the buffer for capacity and service time, to a simple indicator: