The solution

By applying Qmatic’s CJM methodology, customers wait in a virtual queue until they are called for the service which enhanced citizen experience and staff efficiency by removing the traditional waiting queues. This enhanced customer satisfaction and “reactivate” customers who would otherwise be on their way out. The system manages where they go and when; eliminating time spent in line or time spent ensure of where to go. With a tightly integrated Business Intelligence module, real time management information and alerts to ensure that customers experience the right level of service. Quality team has a long term vision to enhance customer experience in all regions.

The Results

“The Qmatic Customer Journey Management platform supports relationship building, reliable brand name and improves customer experience in all branches by at least 30% which helped in distributing customer flow and increase number of transactions by 15% which increases the revenues.

THE CHALLENGE
 

Poor opportunities to work proactively to improve citizen service.

Customer experience was time consuming.

Enhance staff efficiency.

Strengthen customer loyalty.

LOOKING FOR

Solution to centrally manage  customer journey in the branches

Application to inform customers with the branch locations and the service delivered in these branches. Also to inform customers about their place in the with no need to stay inside the branch.

Application to distribute foot fall on the branches.

Statistics and real-time alerts for management and staff.