DBS, POSB introduce SMS queue system

SINGAPORE — People who abhor waiting in line will appreciate DBS’ latest offering of an SMS queue system, which will allow them to request for a queue number before they arrive at DBS and POSB branches and receive notifications on the number of customers ahead of them.

The system, also known as SMS ‘Q’, will be rolled out to all DBS/POSB full-service branches by the end of March, following a pilot programme at selected branches since July last year, DBS said today (Feb 25) at the official launch. It added that it is the first local bank to implement such a system here.

The lender also said it will be replacing traditional standing queues with seats at DBS/POSB branches.

To use the service, customers simply need to text “Q” to the number tagged to the branch they want to visit. The number is available at branches or via DBS/POSB’s mobile banking apps, DBS mBanking or POSB mBanking, under Q-Cam.

They will then receive an SMS menu from which they can select the service they require. Following which, they will receive a queue number as well as the number of customers being served ahead of them.

If there is a longer wait time, customers will also receive a reminder SMS when their turn is nearing. Once their turn is up, customers can proceed directly to their assigned counter. If they miss their turn, they will receive an SMS with the option to rejoin the queue.

“We understand that time is a precious commodity so the crucial part of the SMS ‘Q’ service is that it provides queue information in advance, allowing our customers to decide how best to use their time. By removing standing queues and providing seats for our customers, we also hope to make the branch visit more comfortable for all our customers,” said Mr Jeremy Soo, Head of Consumer Banking Group (Singapore) at DBS Bank.