Public | Qmatic Customer Journey

1

Customer Engagement

We connect the online and offline worlds to give an efficient customer experience. This journey begins pre-arrival. Our highly configurable, calendar options including on-line enable appointments to be made through members of staff, Call Centres or even by the citizen via our Mobile App. Citizens can select a service point with the least waiting time and even enter queues before reaching the environment. We can also integrate with third party systems within the service centre aiding the arrival process.

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2

Customer Empowerment

As companies seek radical transformation in their systems of engagement, we can provide real time alerts reminding citizens of their upcoming appointment as well as receive updates as to current waiting times in the department they are visiting, issues and even 'wayfinding'. This empowerment allows citizens, to reschedule or cancel their appointments if required as well as see and locate alternative services in the local area.

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3

Informed Customer

Orchestra allows data to be collected and managemetn to occur across multi location environemnts. In its enterprise form with its various deployment architectures, Orchestra permits different configurations for different store types, whilst its capability to aggregate reporting and benchmarking between locations allows demand to be balanced across the entire estate.

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4

Virtual meets Physical

Reception / Check-In staff can view all upcoming appointments and when they arrive, categorise customers, put them into process and make them welcome. In addition, staff can handle Walk-Ins by placing them in a queue or by making future appointments. The interface allows the capture of notes and recording all footfall. The system ensures service staff know who is waiting for service and to manage demand.

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5

Self Check In

Citizens can check in for pre-arranged appointments or select an on demand service without the need for a receptionist using touch screen devices, cameras and barcode readers. Further information can be passed on or captured.

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6

Face to Face

Staff can provide a personal service by greeting citizens with the appropriate welcome, instruction or further informtion enabling them to transfer them to the next part of their journey without the need for a physical device.

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7

Reduced Perceived Waiting Times

Citizens are kept informed throughout their journey with media and text alerts reducing return visits to reception teams, as well as reducing perceived waiting times and encouraging channel shift via the media solution. These media solutions offer revenue stream opportunities.

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8

Digital Signage

Qmatic's digital signage offering includes Andriod based players for ease of installation and deployment of content. The solutions ensure citizens are clearly directed to service points and that staff do not leave their desk.

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9

Linear

The ability to call forward citizens logically and fairly using clear programmable audio messages and appropriate displays (if required) ensures full DDA compliance whilst ensuring an enhanced customer experience and saving valuable staff resources.

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10

Credible Relevant Information

Our systems ensure staff have just the information they need to deal with citizens service requests, be they pre-booked or walk-ins, and can draw information from CRM records and from information gathered during the current visit. Therefore, eliminating the need for staff to be using multiple record systems to record simple information and allowing them to deal with enquiries quickly and efficiently.

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11

Social Monitoring

Public perception is important for Public serving organisations so feeding social media findings into operational decision making ensures that the virtual and physical workds come together when seeking operational efficiencies.

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12

Analytics

Back Office users can "orchestrate" their teams or individuals based on live and historic information to pinpoint service demands, citizen experience and improve the efficacy of the customer service environment. Using highly configured dashboards, alerts and alarms, area specific information can be generated, distributed and accessed via any device for immediate remedial action, such as diverting resources to ensure maximum efficiency.

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13

A Hosted Environment

Offering various deployment options; 'On Premise', 'Dedicated Cloud' and 'Cloud' means that we are able to cater for clients who no longer wish to host or run local in-house software. These options further mean that there is the capability of offering great experience benefits without large investments in IT Infrastructure, with various commercial options existing including a Software-as-a-Service deployment.

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14

Continual Improvement

When you connect all the steps, all the touch points and all the moments of engagement what you get is powerful information. This enterprise wide insight reported from service levels parameters, consumer activity and social media feedback allows the entire customer journey to be analysed. With points such as post visit data, aggregated reporting or benchmarking of regions, branches, departments or staff all captured, it feeds and drives strategic goals and improvement programs for improved efficiencies.

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15

Powerful Information

We enable citizen experience to be controlled centrally. We understand the journeys required and using Qmatic Score and our other analytics provide the historic information needed to plan service and ensure that every opportunity is being taken to deliver face to face citizen service in an efficient and improving way resulting in greater satisfaction levels.

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16

Advocacy

The mobile - social media world now dictates that news and feelings are transmitted both fast and wide. Qmatic assists in driving customer experience improvements by ensuring citizens feel in-process and are educated and entertained whilst waiting for service. The media offerings encourages channel shift and drives improvements in public perception by keeping citizens informed.

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17

Feedback

It is important to learn when the moment is fresh enabling continual improvement to take place. Through correctly scoped systems of engagement such as mobile technology via SMS or in branch kiosks or even handsets at service desks can all capture the citizens emotions when it is fresh. These can even be escalated in real time.

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