IIB Bank is a Sharia-compliant retail-banking network with 20+ branches. The bank engaged Zeour for an end-to-end branch-transformation programme covering customer queueing, in-branch signage, and post-visit customer-feedback collection. The objective: a coherent customer experience across the entire branch estate, with measurable per-branch KPIs feeding into the operations team's monthly reviews. Queue / appointment flows are identical to conventional retail banking; branch-level service-type definitions map cleanly to Islamic-banking product lines (murabaha, mudaraba, ijara) without bespoke engineering.

What we deployed

The Zeour stack at IIB Bank

Three Zeour solutions deployed in concert: GLARUS queue management with service-type definitions and skill-routing per counter (Islamic-banking product lines mapped at the service-type level); GRAVIA digital signage driving the queue boards + in-branch product / promotional displays at every branch; customer feedback system capturing CSAT + NPS per visit reason at exit with sentiment analysis flagging negative experiences for next-business-day follow-up. All three feed into a central operations console for per-branch + per-reason analytics.

How it unfolded

Phased engagement — Discovery → Build → Pilot → Roll-out → Operate

Discovery across the 20+ branch network covered per-branch traffic + per-branch signage requirements + post-visit feedback strategy. The end-to-end branch-transformation programme bundled three Zeour solutions into a single phased rollout: GLARUS queue management first (per-reason segmentation + skill-routing), GRAVIA signage second wave (queue boards + product / promotional displays), customer feedback last (exit-tablet flow + post-visit follow-up). Pilot at the flagship branch validated the three-solution coordination, then per-branch rollout proceeded over weeks. Operate via Care Plan with the bank's IT team shadowing every incident; full handover at 12-month exit window.

What changed

Operational outcomes the deployment enabled

20+ branches now run the end-to-end branch-transformation stack. Per-branch + per-reason CSAT + NPS rolls up to a single operations console for the bank's regional ops team, surfacing per-branch drift in customer experience that was previously invisible. Signage at every branch driven from a central GRAVIA tenancy — promotional pushes propagate same-day across the network rather than per-branch flyer rotation. Negative-experience flagging triggers next-business-day follow-up workflow, closing the feedback loop that was historically open-ended. The three solutions integrate at the operations layer so the bank gets per-visit-reason CSAT tied back to the queue ticket.

3 solutions deployed

Zeour solutions in production at IIB Bank.

Queue Management

Run high-throughput service centers with Zeour GLARUS — an end-to-end Queue Management System (QMS) spanning central configuration (MSA/GLITT), branch operations (EMS), self-service kiosks (CSA), virtual queuing + appointments (MobileWCSA), and synchronized queue boards + announcements (GRAVIA) with Zeour industrial hardware.

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Digital Signage

Zeour GRAVIA — the multi-tenant digital signage CMS that powers thousands of screens for banks, hospitals, retail chains, airports, governments, and corporate campuses. Canvas WYSIWYG layout editor with 15 component types (video, image, text, YouTube, weather, clock, RSS, social, countdown, QR, charts, web view, playlists). Building → Floor → Department → Screen Group hierarchy. Day-of-week + time-window scheduling with priority. Emergency broadcasts to any subset of screens in seconds. Real-time updates, antivirus scanning on every upload, signed media URLs, 2FA, and HealingVideo fallback so screens never go blank. Cloud SaaS or on-premise.

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Customer Feedback

Zeour GLARUS Customer Feedback System — the enterprise voice-of-customer suite deployed in banks, hospitals, government service halls, retail estates, telecom stores, and hospitality venues. It captures feedback where the experience actually happens: MAGNO feedback terminals at counters and exits, tablet feedback kiosks, QR-code surveys, SMS, WhatsApp, and Telegram surveys, in-app feedback, and email and web surveys. Every survey is triggered right after a service event, so the score is tied to the actual transaction — the counter, the service type, the time window, and the staff member who served the customer. CSAT, NPS, and CES roll up per branch, per counter, per agent, and per service; multilingual sentiment analysis turns free-text comments into themes. A low score raises an instant alert, opens a follow-up task for a manager, and tracks the recovery end to end — so feedback is not just measured, it is closed. It is fully integrated with GLARUS Queue Management, so every score is tied to the served ticket — the exact counter, service, and agent who delivered it. Sovereign on-premise deployment keeps every comment inside the operator's perimeter; engineered multilingual with full RTL; Zeour designs and ships the MAGNO terminals as well as the software.

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Named outcomes

What this deployment delivered.

20+

Branches transformed

End-to-end branch transformation across the network.

3 solutions

Queue + signage + feedback

Coordinated rollout in a single programme.

Per-reason CSAT

Operations rollup

Per-branch + per-reason in one console.

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