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Development of an Online Appointment Scheduling System for Enhanced Branch Operations

e-point.com

Financial services

Banking

Insurance

Operational Challenges in Physical Branches

Long queues at physical branches during the pandemic created health risks and reduced client/employee satisfaction. The bank required a secure, automated appointment system accessible directly via their website to eliminate manual scheduling errors and ensure safety.

About the Client

A Polish universal bank with over 45 years of tradition, focusing on responsible financial solutions and sustainable development initiatives.

Key Project Goals

Streamline branch operations by reducing wait times
Enhance client and employee safety through contactless scheduling
Automate appointment management without internal resource dependency
Support inclusive access with sign language scheduling options

Core System Functionalities

Direct website integration for appointment booking
Real-time availability tracking for all branches
Automated confirmation via SMS/email
Sign language interpreter scheduling option
Adviser time optimization dashboard

Technology Stack

Web-based platform

Cloud infrastructure

API-first architecture

System Integrations

Internal calendar systems
CRM platform
Notification services (SMS/email)

Non-Functional Requirements

High availability (99.9% uptime)
GDPR-compliant data security
Scalable architecture for peak loads
WCAG 2.1 accessibility compliance

Expected Business Impact

Projected 200%+ increase in scheduling process efficiency, doubling client appointment capacity while reducing branch congestion. Adviser productivity gains through optimized time management and automated workflow.