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Presentation of services in customer friendly manner
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Organizing customers in queues and allocating them across service counters
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Insuring transparency in handling customers
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Performance assessment of serving officers/agents
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Ensure hassle free customer experience
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SmartQ is a Service Optimization Solution targeted for the service industry for better managing customer queues and tracking workforce productivity. It
addresses the above mentioned concerns of customers and management. It aims to enhance service quality by automating two critical process of services business namely:
1) Customer Flow Management - by automated queue-token management (without making customers stand in a line) and optimizing wait time.
2) Workforce Optimization through workforce and workload management involving productivity tracking, defining service levels, workload
forecasting and planning workforce deployment.
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It can be deployed at any Business-to-Consumer (B2C) or Government-to-Public (G2P) enterprise with multiple branches/service centers to track and manage customer flow at
each counter at various locations through its dynamic dashboard that continuously displays real-time floor status. The supervisor gets the view of total number of customers
registered for services, number of customers already serviced, customers waiting at any given point of time and also turnaround times for each service. This enables prompt
decision making to increase or decrease the total number of service counters to achieve optimum load balancing.
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SmartQ also offers built-in analytical capabilities to create various MIS reports that can be used for measuring workforce productivity, quality of services being
delivered and analyzing service/branch wise customer flow trends.
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