Q-Flow enables you to focus on clients, not technology…….
Q-Flow from NEXA is a customer flow, appointments scheduling and digital media management solution, providing businesses with the features necessary for optimal handling of high-volume customer traffic. It assists in managing customer flow at all stages of the visitor cycle, from entrance to exit, with customer communication optimised at all stages of the service encounter.
With Q-Flow, customers feel informed and empowered, and staff efficiency is improved by matching staff skills and resources to the customer need. Management gain transparency of operations, with total visibility into customer service metrics. Q-Flow uses advanced optimisation and monitoring tools to deliver real time metrics on key issues such as customer numbers, wait times and staff handling times.
The system is flexible and modular, and delivers an immediate return on investment maximising efficiency by matching staff skills to customer inquiry type. Administrators can access information remotely thanks to our central server web technology.
Q-Flow can handle a range of tasks including:-
• Appointment scheduling and web based calendar
• Customer arrival and identification using self-service kiosk
• Customer arrival and identification via a concierge using an iPad or tablet
• Customer routing
• Digital media – In branch personalised digital signage and marketing
• Print on demand
• Staff scheduling
• Service level monitoring and real time reporting of staff activity
Q-Flow offers many tangible benefits to businesses, delivering an immediate return on investment.
Appointment Scheduling: Pre-booked appointments
Q-Flow allows appointment scheduling by staff at a branch or call centre, or self-service via a kiosk or online. Banks, retailers, hospitals, government offices, education facilities and other service organisations globally are focusing on pre-scheduled appointments. Enabling customers to schedule appointments is useful as it increases the customer’s feeling of worth, provides accurate resource demand information for staff scheduling and precise advanced notification of each customer’s requirements.
Customer arrival & identification: Know your customer 
Customers want an efficient mechanism to allow them to check in for a meeting, whether it is a pre-arranged appointment or an ad-hoc visit. Q-Flow’s self-service kiosk allows customers to select the reason for their visit via a pre-defined menu of options. If required, the customer may be prompted to identify themselves through the use of an ID card, barcoded letter, Magnetic Stripe/Smart Card or Bar Code, allowing you to personalise the Service Offering to that individual.
Once the customer has registered, they are provided with a personalised Info-Ticket which contains their queue number and relevant marketing information. At this stage, Q-Flow will automatically route the customer to a waiting area, or if it is a pre-defined appointment, to the awaiting staff member. 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.
Q-Flow Herald allows customers to register their mobile phone number and will automatically text the customer ten minutes before they are due to be seen. This provides a more relaxed environment for waiting customers and staff alike.
Q-Flow CRM includes Customer, Case and Interaction Management tools allowing you to keep track of every staff-customer interaction.
Concierge service: Service is the key to success
New mobile tablet technologies now allow you to combine effective and personal floor management with the strengths of Q-Flow For some time there has been a requirement for technology to compliment traditional ‘fixed’ kiosk terminals, especially at the busier times. The tablet (e.g. iPad or Galaxy) version of Q-Flow has two distinct advantages; firstly it can be used as a management tool to monitor waiting times, management reporting etc. Secondly, at busier times the tablet can be used as a queue buster, allowing staff to pre-register customers within Q-Flow whilst providing the real advantage of being truly mobile.
Customer routing: Helping customers every step of the way
Q-Flow manages the appointment process from initial entry through to the appointment with a qualified member of staff. If required, Q-Flow will direct the customer to a waiting area or staff member by the use of LCD screens and vocal announcements. If required, Q-Flow can ensure a set procedural workflow is adhered to, making sure optimal business efficiencies are followed.
Digital Signage: Personalised marketing
Q-Flow’s digital signage system is capable of delivering full-screen, full-colour content to multiple locations.
One advantage of Dynamic Digital Signage over printed materials
and static signs is the ability to change messages in “real time” and enable just-in-time marketing implementation. Another advantage is the unlimited content that can be posted at every display location, which is particularly valuable when space is at a premium. Display sites can also be networked together so that store managers can select target sites demographically and tailor their messages to that audience. Product and brand promotions can now be done in a more efficient manner and at a much lower cost compared with traditional ways.
Why broadcast general-purpose content when you can target individual customers? By identifying customers on arrival, Q-Flow digital signage lets you manage a complete personalised campaign, delivering audience-focused content and advertising.
Print on Demand: Reduce waste, think green
Print on demand allows customers and staff to self-select information that they are interested in. This information can then be emailed to their email address or printed off locally. Ideal for busy campuses that spend their budgets on printing and storing information
Staff scheduling: Manage staff vs. customers
Q-Flow Planner is a powerful analysis tool for planning, predicting and studying the effects of staffing levels and customer demand upon your customer service centre. The Q-Flow database contains all of the necessary information required to calculate staffing levels, historical records of customer traffic, waiting and service durations, customer abandonment patterns, agent activity and much more. Q-Flow Planner offers a set of data-mining tools that scan this historical data and provide usable information.
Monitoring: Real time management reporting
Q-Flow offers a wide range of monitoring and reporting tools for all levels of management: from a dashboard presenting the most fundamental real-time parameters for Branch Managers and their Team, to comprehensive historical reports used by corporate executives and analysts.
Q-Flow supports all phases of the continuous improvement cycle of service centres: extracting Key Performance Indicators (KPI’s) from branch performance statistics, to help set goals for improvement; analysing historical customer flow and service processes to suggest streamlining options and support resource planning; configuring the system to support the desired workflow; and monitoring customer flow in real-time, using online reports and alerts, to ensure adherence to guidelines and maximise efficiency.
Key Benefits Of Q-Flow
By optimising customer flow and marketing campaigns, and thereby enhancing the customer experience, NEXA’s clients across a range of industries have been able to generate significant long term results including:
• Increased new customers / market share
• Improved loyalty and retention
• Increased sales
• Improved customer advocacy
• Improved employee engagement and reduce staff attrition
• Increased staff productivity and process efficiencies
• Reduced costs
Q-Flow gives your 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.
Queue Management Case Studies
The NEXA Group have installed the Q-Flow solution in many institutions across a broad range of industries such as Healthcare, Education, Local Government and Financial Services. The following case studies highlight the many benefits our customers are realising from our technology.
- Queue Management System Cabrini Health
- Q-Flow Case Study Coffs Harbour City Council
- Take A Ticket Kiosk Gosford City Council
- Queue Flow At Holmesglen TAFE
- Queuing Systems at Medicare Australia
- Queuing Management System University of Wollongong – University of Wollongong
- Ticket Dispenser – Waverley Council
Contact us now to find out how Q-Flow can help your organisation to optimise your customer experience.