With the demands of client servicing centers increasing, an effective and functional customer management solution is essential. nfinityX Qman provides a solution that not only manages the demand of the service center and its customers,but has the added advantage of allowing companies to target customers with relevant information while in the service center.
Simple and convenient interfaces are utilised allowing customers to interact easily and quickly
The interface allows managers to effortlessly supervise their services centres, allocating resources where and when they are needed.
The clear and concise digital messages coupled with voice notification move your customers seamlessly through the service’s centre.
Queue management reports
Businesses and managers have access to useful reports regarding the performance of consultants and the time to service their customers. Reports provide valuable business intelligence
service & consultant interfaces
Interfaces are available via the consultant terminal or on bespoke touch devices. A service rating module is available to customers once the ticket is close
Digital Poster and Smart content
Coupled with digital signage and information from the Qman solution, it allows signage to target the customers in the service centre.
Customer & Queue Management
Allow your service areas configuration to be flexible, allowing managers to satisfy customer demand or accommodate peak time demands. If you require more consultants in a service area simply digitally re-configure your service area.
The customer is greeted at the entrance by a staff member or consultant who helps them through the simple interactive menu. Information like name, account number and service requirements are captured. The information module is customizable, allowing one to structure the data sets to suit your specific information or data capture requirements.
“Comprehensive logs can be retrieved allowing one to view detailed information on the service centre performance, covering individual and team statistics. This includes customers served, waiting and service times.”
The executive dashboard allows you to identify services, average waiting times, serving times as well as the customers journey times. This data is location-based and allows you to discern your most efficient stores. It allows you to identify where in the serving process consultants are efficient or falling short. This is extremely useful for running a large business network.
The solution is integrated into the consultants workstations through a simple GUI. Consultants are able to view how long clients have been waiting in the queue directly from the interface. Information on the consultation is easily added before the consultant closes the client interview or service call.
“The solution provides useful information to head office, consultant performance and capturing customer information for use in marketing and customer profiling.”
Target your customers with news about new products and entertainment while waiting to be served. Content is controlled and published from head office insuring continuity in communication strategies.
The nfinityX uses “Smart Content” allowing the content to be contextualized for specific geographical and demographic areas. Further integration into Qman allows content to be narrowed further, allowing the company to target the customers in the service area with media and information relevant to their requirements.