Queue Management
Nexa’s suite of customer flow solutions enable automated management of ‘walk- in’ customers, allowing you to optimise the customer visit from entrance to exit.
Nexa’s Q-flow® manages everything from the visitor entrance – using automated and staff-assisted sign in tools; to the visitor waiting experience – managing staff interactions and customer communication; to visitor service—providing staff with the sales and service tips (guideline language/scripts) necessary for a great customer interaction as well as optimal handling of high-volume customer traffic.
All options can be configured and managed remotely without having to visit your branches – thanks to our central server web technology.
Customer Flow
Q-flow is a highly flexible customer flow management solution. Q-flow can meet a range of strategic business objectives from customer service to customer flow management, all using industry standard hardware.
Q-flow can support any business requirement of customer flow management, including: customer identification, personalised routing, skill-based routing, load balancing and more. Q-flow can efficiently manage services involving transferring of customers between departments, processes involving multiple visits, processes extending into the back office or splitting into parallel sub-processes, and more.
Monitoring
Q-flow offers a wide range of dashboard monitoring and reporting tools for all levels of management, thus enabling your managers to be in complete control of service levels, staff and branch performance. Proprietary Q-flow planning & forecasting tools analyse the data to further optimise and refine the customer flow cycle, staffing levels and service levels.
Workflow
Q-flow’s comprehensive workflow management platform lets businesses manage every possible type of front- or back-office task and track the entire service centre operation.
Digital Signage
The Q-flow® system includes a comprehensive digital signage application, to manage displays deployed in your branches. The digital signage package allows you to control every display’s contents to deliver dynamic messages to your customers.
Personal Campaign
Why broadcast general-purpose content when you can target individual customers? By identifying customers on arrival, Q-flow lets you manage a complete personalised campaign, delivering audience-focused content and advertising. Customer specific sales tips are provided to agents, preparing them to make the most of their interaction with the customer.
Dynamic Content Integration
Q-flow digital signage can be integrated with enterprise information systems to deliver dynamic information and advertising to customers.
Content Scheduling
Q-flow lets you schedule different play-lists to different date ranges and different hours of the day. Use Q-flow play-list scheduling to show the right content at the right time.
Appointment Management
Q-flow® Appointment Management is an enterprise-wide solution for automating the complete appointment cycle from scheduling, arrival, case recording, to sales and service advisories and alerts. The system provides online scheduling and a flexible call-centre / branch staff interface.
Appointment Scheduling
Q-flow allows scheduling by branch staff, call centre, kiosk, or online. Today, more and more businesses are offering their customers an option to schedule appointments online to save customers time and provide more convenience.
Case Management
Q-flow® CRM includes Customer, Case and Interaction Management tools allowing you to keep track of every staff-customer interaction.
Staff / Agent Advisories
Q-flow gives staff the information they need to provide a differentiated customer experience -before, during and after the appointment; delivering transaction specific sales and service tips and notes that allow them to prepare for and react to a customer’s request.
Key Benefits
By optimising customer flow and marketing campaigns and by enhancing the customer experience, Nexa’s clients across a range of industries have been able to generate significant long term results including:
- Enhanced customer experience
- Increased new customers / market share
- Deeper share of wallet
- Improved loyalty and retention
- Improved customer advocacy
- Improved employee engagement and reduce staff attrition
- Increased staff productivity and process efficiencies
- Reduced costs