SAB Advances Branch Operations across Saudi Arabia with SEDCO’s Intelligent Queue Management Platform
Riyadh, Saudi Arabia — August 2026 — Saudi Awwal Bank (SAB), one of the Kingdom’s leading financial institutions, has enhanced the customer experience across its nationwide branch network following the successful deployment of SEDCO’s advanced Queue Management System.
Implemented across 102 branches throughout Saudi Arabia in collaboration with Ebttikar Company, the new system provides SAB with a centralized and data-driven approach to managing customer flow, improving branch operations, and delivering more consistent service experiences. The deployment represents a significant advancement in SAB’s branch transformation strategy. It replaces the bank’s previous queue management environment with a more advanced platform offering stronger reporting capabilities, intelligent customer routing, real-time operational visibility, and deeper insight into branch performance. By connecting digital appointment booking with in-branch arrival, check-in, queue routing, service delivery, and performance reporting, SAB can now manage the customer journey through SEDCO’s Queue Management System, part of its broader Customer Visit Management solution, enables SAB to manage the full customer journey before and during each branch visit.
Customers can book appointments online and complete their arrival through multiple check-in options, including QR codes and printed tickets. SMS notifications provide timely updates, helping customers remain informed throughout their visit and reducing the need to wait continuously within designated queue areas. The system also integrates with card readers to identify customer profiles and apply SAB’s predefined routing rules. This enables the bank to recognize priority and VIP customers and direct them to the appropriate service journey more efficiently. By bringing appointment management, customer identification, ticketing, intelligent routing, and service delivery together, the platform helps create a smoother experience for customers while giving branch teams greater control over daily operations.
“Delivering a consistent, high-quality experience from the moment customers begin their journey—while maintaining centralized control over branch operations and resource utilization—requires clear visibility into how every branch is performing,” said Mr. Abdullah Al-Shaiqi at Saudi Awwal Bank. “This deployment gives us the operational intelligence needed to manage our branch network more effectively, optimize resources, and strengthen performance across locations. By connecting branch activity with real-time reporting and advanced business intelligence, we are building a more agile, data-driven operating model that supports SAB’s broader digital transformation strategy.” A central component of the deployment is SEDCO’s advanced reporting and business intelligence capability, which provides SAB with real-time visibility into customer activity and service performance across its branches.
Branch managers can monitor key performance indicators such as:
- Customer waiting times and service durations
- Customer volumes and peak operating periods
- Counter and staff utilization
- Service demand across different branch locations
- Customer categories and routing patterns
- Overall branch and network performance
“Customer experience cannot be improved through assumptions alone; it must be supported by reliable operational data,” added Al-Shaiqi. “The reporting and analytics capabilities of the new system give our teams a clearer understanding of branch activity, helping us make more informed decisions and maintain consistently high service standards across Saudi Arabia.” The centralized dashboards allow SAB to compare branch results, identify operational trends, and respond more quickly to changes in customer demand. The system also provides the bank with stronger data to support resource planning, service optimization, and performance management.
“The real value of modern queue management goes far beyond issuing tickets and calling customers,” said Mahmoud Hamed, Sales Manager at SEDCO. “It is about understanding each visit, directing customers intelligently, and giving management the information needed to improve service continuously. SAB now has a connected platform that transforms customer flow into measurable operational intelligence.” T
he deployment also includes integration with Appspace, allowing SAB to manage digital signage and media content across its branch screens. Through this integration, SAB can display live queue information, service guidance, customer announcements, promotional campaigns, and other relevant content. Centralized content management also helps the bank maintain clear and consistent communication across its nationwide branch network. The integration creates a more informative waiting experience while connecting branch communications with the wider customer journey.
Through the deployment of SEDCO’s Queue Management System, SAB has established a stronger foundation for connected customer journeys, data-driven branch management, and continuous service improvement across Saudi Arabia.
