Our solutions for Customer Flow Management™, including queue management, help manage the flow of customers from point of entry to completed service in any face to face service environment. The solutions are flexible and vary from basic queuing systems to extensive enterprise solutions covering networks of branches, all seamlessly connected.
Wireless software
The solutions consist of a touch screen-based ticketed queuing system including sophisticated software used to capture statistics at each service point. Wireless floorwalker technology or a self service kiosk is often used to enable customers to take a ticket placing them in a virtual queue.
Broadcast messages
A targeted media distribution option enables users to broadcast any messages they like in order to keep waiting customers entertained and informed. An appointment booking function enables large enterprises, such as government agencies, to book appointments and reserve meeting rooms across their networks of offices without the risk of double booking.
In-process feeling
For the citizens or hospital patients, Q-Matic’s solutions enable them to see their expected waiting times and how they are progressing through the virtual queue at all times, giving them an in-process feeling. Instead of standing in a queue, they are able to sit down comfortably and wait for service. They can also leave the centre, or hospital, and be called by text messaging or pager when it’s time to return to see an advisor.
Management information
Managers can see every aspect of a branch's customer activities and receive quick, user friendly reports on the service levels. They can access the information at branch, regional or individual levels. The system generates reports that show waiting times, transaction times, customer flow patterns and trends for each service category. Decisions concerning staffing and budgeting can be made based on the data.
Consultation services
The solutions are supported by consultation services including strategy planning and layout of a service environment; converging business processes with the new technology; system implementation; training and post review for continuous improvement.
