DBS/POSB – First bank in Singapore to introduce SMS queue system in all full-service branches

Singapore, 25 Feb 2015 - As part of DBS/POSB’s continuous effort to deliver an enhanced customer banking experience, the bank today announced the official launch of its SMS queue system – also known as the SMS ‘Q’ – across all its branches. The system, which has been piloted in selected branches since July 2014, is the first to be introduced by a bank in Singapore and will be rolled out to all full-service DBS/POSB branches by the end of March 2015. DBS/POSB will also be replacing traditional standing queues with seats so customers may await their turn in comfort.

The SMS ‘Q’ service allows customers to request for a queue number via SMS prior to visiting DBS/POSB branches and receive notifications on the number of customers ahead of them. By not having to wait in line, customers can use the time before their turn as they choose.

Jeremy Soo, Head of Consumer Banking Group (Singapore), DBS Bank said, “As the largest bank in Singapore, our branches are one of the most utilised and we are constantly exploring ways to enhance our customers’ branch banking experience. We also 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.”

To use the SMS ‘Q’ service, customers simply need to text “Q” to the number tagged to the branch they want to visit. The mobile number is available at branches or via DBS/POSB’s mobile banking apps, DBS mBanking or POSB mBanking, under Q-Cam. Customers will subsequently receive an SMS menu where they can select the service they require. Once they have made their selection, they will receive their queue number as well as the number of customers that are 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.

The launch of the service is in line with recent initiatives introduced by DBS/POSB to provide new and innovative ways for customers to access the bank’s services, while enhancing their branch experience. This February, to help meet the higher demand for new notes during the Lunar New Year season, DBS/POSB was the first bank to introduce pop-up ATMs dispensing new notes and also made new notes withdrawal services available to customers at all 58 SingPost branches in Singapore. The project, which saw DBS/POSB placing 29 specially-configured pop-up ATMs to disburse new notes at 10 community clubs islandwide, was an instant hit with customers. From 2 to 21 February 2015, close to 75,000 customers visited the ATMs and SingPost outlets and made more than 180,000 transactions. In addition, with most of the ATMs being available round-the-clock, 80% of pop-up ATM users took the opportunity to withdraw new notes beyond branch opening hours.

Earlier this month, DBS/POSB also announced that its number of mBanking users had crossed the one million mark. The bank has more than 2.2 million iBanking users and sees more than one million transactions being made per day on both its online and mobile platforms.

In October 2014, in a bid to reduce balance enquiries at ATMs and provide mobile banking services to customers who own basic feature (non-smartphone) mobiles, DBS also introduced SMS Banking to its comprehensive suite of mobile banking offerings. The service allows customers to perform simple banking transactions including checking account balances, performing card payments and fund transfers to their own accounts outside of the internet banking environment. Adoption of this service has been on a steady rise, and the bank has received close to 600,000 SMS Banking enquiries since its launch.

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DBS is a leading financial services group in Asia, with over 250 branches across 17 markets. Headquartered and listed in Singapore, DBS has a growing presence in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's capital position, as well as "AA-" and "Aa1" credit ratings, is among the highest in Asia-Pacific. DBS has been recognised for its leadership in the region, having been named “Asia’s Best Bank” by The Banker, a member of the Financial Times group, and “Best Bank in Asia-Pacific” by Global Finance. The bank has also been named “Safest Bank in Asia” by Global Finance for six consecutive years from 2009 to 2014.

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