Real Time Appointment Management
Q-Flow’s® Appointment Management module provides an enterprise-wide system for automating the whole appointment cycle from booking, arrival, and case documentation, through to staff training tips and alerts.
The system offers appointment booking through mobile phone, on-line appointment scheduling along with a call-centre focused user interface, enabling customers to locate an appointment that matches their needs to resource availability. With the added benefit of SMS (text) reminders, Q-Flow® Appointment Management managers the whole appointment process.
Once you have selected and arrived for the appointment, Q-Flow® identifies the client and channels them to the right staff member who has been allocated the scheduled visit. Staff are informed of the customer’s arrival and are prepared with information and tips relevant to the customer and their case profile. Staff can record case matters during their appointment, creating an up-to-date file of interaction notes for future meetings.
Appointment Management and Scheduling
Right now, a growing number of companies are providing their clients the option to set up consultations online, via the company website. Online and mobile appointment scheduling is both cost-effective for the business, and very popular amongst customers, who prefer the speed and immediacy of confirmation when making an on-line booking.
Q-Flow® Appointments features a comprehensive on-line appointment scheduling application, and the tools necessary to integrate this with the company website. Q-Flow’s® integrated on-line appointment scheduling enables your clients to browse through the web site as well as book appointments by themselves.
An array of Appointment Management capabilities are incorporated, including fast appointment booking and look up, re-scheduling, follow-up booking, client identification, departmental and even workforce profiles, and much more. Complex appointment scheduling restrictions can be put together with the built-in scripting application.
Case Management
Q-Flow® Customer relationship management from NEXA comes with customer, case and interaction management tools that have been specifically made for organisations concentrating on face-to-face services.
The system allows you to monitor each and every interaction between support services staff and customers, access customer history and share details of cases amongst staff and back-office workers dealing with the request. The in-built reporting function delivers case-analysis data as well as reports.
Q-Flow® case management comes with an advanced workflow solution that creates a real-time link with your back-office procedures. The solution tracks related staff as well as remote office particulars, automatically synchronising cross-department and cross-branch services as required.
The Q-Flow® CRM solution can benefit any business – from those just wanting a simple tool to deal with interactions and requests through to an end to end customer encounter solution that fully manages client, status and transaction history.
Staff Advisories
Q-Flow® provides staff the information they need to perform at their best – before, during, and after the appointment; delivering transaction specific help and advice that allows them to get ready for and respond to a particular customer’s request and case profile. Enable staff members give outstanding service by having all the information they need prior to the consultation.
Q-Flow® keeps staff members up-to-date with important information for the appointment, not just informing staff when customers have arrived and equipping them with information to deliver exceptional service, but also delivering the latest marketing promotion. This information can be customised to the customer’s unique situation based on earlier transaction history as well as previously seen ads, generating an up-to-date script uniquely for the client.
Staff can maintain contact with Q-Flow® through the appointment control unit on via their mobile, online and email. All Q-Flow® Appointment Management information is kept in real time providing staff with the latest information. Management can access the system remotely allowing flexible work practices and accommodating travel schedules of key personnel.
Contact us for more information about Q-Flow’s® Appointment Management module, including case studies.
