NatWest rolls out new virtual queuing system in branches – no more long queues at the bank

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NatWest is rolling out a virtual queuing system in branches across the UK in line with social distancing guidelines. The system is currently being trialled across 178 branches and is set to be introduced wider in 2021.

Through its partnership with software developer, Qudini, customers will no longer have to queue at certain NatWest branches.

Since the start of the pandemic, NatWest has seen an influx in customers using their digital, mobile and online support channels.

With the introduction of the virtual queue, customers who visit a branch can join the queue with the use of their smartphone.

This is done so by scanning a QR code that will be visible in a NatWest branch.

Customers will then be provided with a queue position if required and notified when it is their turn to be seen.

If the branch is particularly busy, NatWest users can leave that particular branch without losing their position in the queue.

This is to help with social distancing guidelines in-store as well as well as help combat queues outside in the cold weather.

Marcelino Castrillo, MD of Customer Engagement and Distribution at NatWest said: “When a customer visits a branch, we want to ensure two things: that they feel safe and we’re providing them with a seamless, helpful service.

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“We have introduced a new virtual queuing system, when it’s required, to provide a more efficient service for our customers.

“This gives the customer flexibility and the ability to manage their time whilst visiting the branch.

“This, along with Banking My Way – which makes it easier for customers to tell us how they would like to be served and if they need some extra assistance – are just some of the ways that we are improving the customer experience.”

The bank also recently launched ‘Banking My Way’ which allows customers to request how they wish to be served.

The service allows NatWest bank users who need additional support to request assistance like quiet space when they visit a branch as well as being spoken to more clearly and slowly.

Customers can even request a translator if required.

NatWest has received over 38,000 registrations since it launched.

With Christmas just around the corner, other shops have also rolled out virtual queuing systems to help combat long queues.

Marks & Spencer has introduced a ‘Book & Shop’ system, allowing customers to pre-book a 30 minute shopping slot.

This enables shoppers to skip the queue and customers can also pay on their smart device.

Sainsbury’s rolled out the digital technology back in July and has now been rolled out to 55 stores across the country.

The supermarket says it could expand the system even further depending on lockdowns and government restrictions.

Asda was the first major grocer to roll out their virtual queueing system back in May, and has now been introduced to 50 stores across the UK.

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