Implementing Appointment Scheduling and Virtual Meeting Systems
Soini, Perttu (2021)
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202105148702
https://urn.fi/URN:NBN:fi:amk-202105148702
Tiivistelmä
Appointment scheduling and virtual meeting systems are widely used in the digital communications with the customers in many different business areas. Customers often do not want to go to the bank branch in the middle of the working day but handle banking matters in the evening from their own couch using a laptop and a network connection. The COVID-19 pandemic has further increased the popularity of this remote approach.
The purpose of this study was to implement an appointment scheduling and virtual meeting systems for S-Bank. The study describes the current state of these systems in the case company and clarifies the reasons why the old systems needs to be replaced. The theoretical background elucidates digitalization in banking, the impact of the COVID-19 pandemic on online banking in Finland, MIFID2 legislation and the history behind appointment scheduling and virtual meeting systems. The study also defines the project framework used including different phases, timetable and the non-functional requirements for the new systems.
The study delineates the different steps that are needed to implement new appointment scheduling and virtual meeting systems with agent and customer flows, access and channel roles, user interfaces, core functionalities and architectures. It also covers pilot version deployment to production with deployment plan and usage in production.
As a result of the thesis, working appointment scheduling and virtual meeting systems for the case company were implemented. Both are in production use. Based on the first month of user experience, the systems met the need which motivated their initial implementation. The development of the systems continues, and some subsequent improvements have already been agreed on.
The purpose of this study was to implement an appointment scheduling and virtual meeting systems for S-Bank. The study describes the current state of these systems in the case company and clarifies the reasons why the old systems needs to be replaced. The theoretical background elucidates digitalization in banking, the impact of the COVID-19 pandemic on online banking in Finland, MIFID2 legislation and the history behind appointment scheduling and virtual meeting systems. The study also defines the project framework used including different phases, timetable and the non-functional requirements for the new systems.
The study delineates the different steps that are needed to implement new appointment scheduling and virtual meeting systems with agent and customer flows, access and channel roles, user interfaces, core functionalities and architectures. It also covers pilot version deployment to production with deployment plan and usage in production.
As a result of the thesis, working appointment scheduling and virtual meeting systems for the case company were implemented. Both are in production use. Based on the first month of user experience, the systems met the need which motivated their initial implementation. The development of the systems continues, and some subsequent improvements have already been agreed on.