1,000 Touch Screen Kiosks. One Month. Built for Nationwide Scale

Project Overview

In banking, customer experience begins long before a customer reaches the service counter. Managing queues efficiently, reducing confusion, and creating an organised branch environment are essential to delivering a smoother service experience.

To support token-based queue management across its branch network, State Bank of India (SBI) required touch screen kiosk solutions that enable customers to obtain tokens and follow a more structured service process.

Firstouch Solutions supported this requirement by producing 1,000 touch screen kiosks in a single month, demonstrating its ability to combine self-service technology with large-scale manufacturing execution.

The Challenge

Bank branches serve customers with diverse banking needs, often requiring multiple service counters and different transaction workflows. Without a structured queue management process, managing customer movement and directing visitors to the appropriate service can become operationally challenging.

The key objectives were to support:

• Organised customer queues: Enable customers to obtain tokens through a self-service interface.
• Improved customer flow: Establish a more structured process for customers waiting to be served.
• Reduced dependence on manual token issuance: Support a self-service approach to token generation.
• Scalable implementation: Meet the kiosk requirements associated with a large, geographically distributed branch network.
• Consistent user experience: Provide a standardised kiosk interface for customer interaction.

The Solution: Touch Screen Token Management Kiosks

Firstouch Solutions manufactured touch screen kiosks designed to support SBI’s token-based queue management requirements.

The kiosks serve as a self-service touchpoint where customers can interact with the token management application to obtain a token before proceeding through the branch service process.

The solution supports a more structured approach to queue management by helping separate token issuance from counter-level service delivery.

Key solution components

Self-Service Token Generation
Customers can use the touch screen interface to obtain a token through the configured application.

Structured Queue Management
Token-based workflows help organise customer servicing according to the bank’s queue management system.

Customer-Facing Digital Interface
An interactive interface provides a dedicated digital touchpoint for customers within the branch.

Scalable Kiosk Manufacturing
Firstouch aligned its manufacturing execution with the project’s high-volume requirements, producing 1,000 kiosks within one month.

The specific token workflow, service selection, calling mechanism, and display integration depend on the bank’s configured queue management software.

The Business Objectives

The project addresses an important operational priority for modern banking: making customer movement more organised while enabling self-service at the branch level.

The intended objectives of token-based touch screen kiosk deployment include:

• Creating a more systematic process for joining service queues.
• Supporting a smoother customer journey from arrival to service.
• Reducing manual intervention in the token issuance process.
• Helping branch staff focus on service delivery rather than routine token distribution.
• Supporting standardised queue management practices across multiple locations.

These objectives represent the intended benefits of the solution; actual improvements in waiting time, staff productivity, and customer satisfaction depend on implementation and operational data.

Project Scale & Manufacturing Achievement

Delivering a solution for a large banking network requires the ability to support both application-led functionality and substantial hardware requirements.

Firstouch Solutions achieved the following manufacturing milestone:

1,000 Touch Screen Kiosks
Produced in a single month.

Pan-India Branch Requirements
Supporting a large-scale banking kiosk program.

Self-Service Technology
Designed to support token-based customer queue management.

This achievement demonstrates Firstouch’s ability to execute high-volume kiosk manufacturing while supporting the technology infrastructure needs of enterprise customers.

The Expected Operational Value

By introducing self-service token kiosks into the branch environment, the solution is intended to contribute to:

A More Organised Customer Journey
Customers can obtain tokens through a defined process before being served.

More Structured Queue Handling
Token-based workflows provide a systematic way to manage service queues.

Greater Self-Service Enablement
Routine token issuance can be handled through a digital interface.

Enterprise-Level Scalability
A repeatable kiosk solution can support the requirements of a distributed branch network.

A Modernised Branch Experience
Interactive kiosks introduce a digital self-service touchpoint into everyday banking operations.

Conclusion

Queue management is more than organising a line of customers. It is about creating a structured service process that supports both customer convenience and branch operations.

By manufacturing 1,000 touch screen kiosks in a single month for SBI’s pan-India branch requirements, Firstouch Solutions demonstrated how self-service hardware and scalable manufacturing can come together to support enterprise-level banking initiatives.

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