SmartQ

Most of time the customers here get confused as to which counter to approach for their requirement, frustrated by standing in line waiting for their turn and even annoyed by looking at the other queue disappearing faster probably because the next counter staff is more efficient.

On the other hand the some challenges faced by the management and service teams due to large volumes of customers are:

Presentation of services in customer friendly manner
Organizing customers in queues and allocating them across service counters
Insuring transparency in handling customers
Performance assessment of serving officers/agents
Ensure hassle free customer experience

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.

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.

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.

Country:India
telephone:91-120-4726100

SmartQ is a Service Optimization Solution targeted for the service industry for better managing customer queues

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