Archive for customer visit

Albury City Council deploys Q-Flow

By Mike Wheble

Wednesday, November 28th, 2012

Albury City Council has successfully deployed Q-Flow Queue Management software from NEXA.

Albury City Council put customer service at the heart of everything they do.

Having such high values, Albury City Council needed a solution to manage their customers’ visits in order that they had visibility of the customer visit experience. Following a review, a number of meetings and presentations, NEXA was chosen to provide their Q-Flow Queue Management software.

Q-Flow is an advanced Queue Management and Customer Interaction solution that offers a range of benefits to service organisations. Read More→

Categories : NEXA In The News

Tags : customer service experience, customer visit, full customer service, management visibility, quality customer service, queue management systems, staff performance, wait times

Queue Management Case Study – Albury City Council

By nexagroup

Tuesday, November 27th, 2012

Albury City Council has successfully deployed Q-Flow Queue Management software from NEXA.

Albury City Council put customer service at the heart of everything that do. Albury City

Council state “It’s our priority to be progressive, proactive and – most importantly of all – a pleasure to deal with.

Our commitment to the city’s wellbeing extends across a range of areas, including commercial, social, cultural, educational, environmental and residential interests.

Our task is to understand and balance these various interests, while observing our vision to create and maintain: A vibrant, safe and welcoming regional city, drawing inspiration and life from our heritage, strategic location and connection to the majestic River Murray”.

Our core values include:

Working together – through respect, listening, valuing all contributions and celebrating achievement and progress.
Integrity – through trust, honesty, openness and consistency.
Courage and passion – by giving encouragement and confidence to speak up, and leading with visibility and enthusiasm.
New ideas – by valuing knowledge and innovation.
Loyalty – through demonstrated commitment to, and support of, the organisation and the community

NEXA provided the Q-Flow Queue Management solution to the customer service centre in Kiewa Street, Albury.

Q-Flow is an advanced Queue Management and Customer Interaction solution that offers a range of benefits to service organisations.

Utilising the latest web and distributed computing technologies and equipped with easy-to-use administration tools, the result is a product with extreme flexibility and scalability.

Q-Flow consists of software and (optional) hardware elements to provide a total customer queue management system.

Q-Flow offers open web architecture, based on widely used standards, enabling greater flexibility and more intelligent applications than any other QMS. Offering a significant upgrade to standard queue management systems, Q-Flow enables measurement of front and back office work and procedures. It also monitors the full customer service experience, offering Albury City Council management visibility of the customer experience.

Working to extremely tight timescales, NEXA and Albury City Council managed the rollout within four weeks.

Q-Flow is already delivering many benefits for Albury City Council, providing greater visibility into customer wait times and staff performance, and greater transparency of operations and customer service metrics.

Donna Evans of Albury City Council said “Albury City Council undertook a comprehensive review of the queue management market. Having completed our review, we agreed that NEXA and the Q-Flow solution best met our needs of providing quality customer service to our clients and the ability to capture data on our services provided.

Having completed the rollout of Q-Flow, Albury City Council can now track customer flow and identify customer needs, using Q-Flow also allows staff training and rostering to be focused on the services that our customers require.

Mike Wheble, Sales & Marketing Manager at NEXA stated “this is a fantastic project and working with Albury City Council has been an absolute pleasure. Albury City Council is focused on both the customers and staff well-being and as such, implementing Q-Flow has helped interactions within the customer centre.

The project has been delivered on time and within budget, helped by the team at Albury City Council and their commitment to the project.”

More Case Studies

Queue Management Case Study – Albury City Council

Queue Management Case Study – Center for Orthopaedics – Louisiana

Queue Management Case Study – Coffs Harbour City Council

Queue Management Case Study – Holmesglen Institute of TAFE

Queue Management Case Study – Cabrini Health

Queue Management Case Study – University of Wollongong

Queue Management Case Study – Southbank Institute of Technology

Queue Management Case Study – Medicare Australia

Queue Management Case Study – Gosford City Council

Queue Management Case Study – Waverley Council

Patient Management Case Study – The Prince Charles Hospital

Queue Management Case Study – NYC Department of Transport

Why not contact us to discuss your next Queue Management solution and how it can help optimise customer service in your organisation.

Categories :

Tags : administration tools, albury city council, customer interaction, customer service centre, customer visit, extreme flexibility, management software, management solution, NEXA, proactive

Customer management within Telecom Retail

By Webmaster

Friday, January 13th, 2012

Q-Flow: Customer management within Telecom Retail

Customer management with telecom retail sector has always been difficult to manage. Traditional customer management has been based on a first come first served basis however, times have changed. NEXA’s telecom Q-Flow queue flow management system provides the user with the highest level of efficiency and innovation. It delivers the ultimate customer experience in-store.

The entire customer management cycle is optimised by Q-Flow, from the point when the client arrives right through to checkout. This includes service apps such as:

Scheduling of appointments
Check in at arrival
SMS text notification hwen the customer is ready to be served
Total case management
Marketing apps such as in-store promotions and sales advisor tools.

Today’s Telecom Retail stores are turning to appointment management as an efficiency tool to help optimise the customer experience. Using appointment management which can send a SMS text to your customer in advance of their appointment, will provide your Telecomm Retail stores with a distinct advantage over your competitors.

Q-Flow For Retail Telecom – An Internationally Used Queue Management System

The Q-Flow Queue Management Solution from NEXA is used by leaders in the Telecom and Mobile industries across the globe.

There is no need to install any specialised hardware or software – the NEXA app can run on little more than a normal browser – whether it is the on-site displays or the control panel.

The app can allow you to create and maintain your own TV network, including unlimited channels, the streaming of live TV and movies that allow the viewer to interact with them.

By utilising NEXA’s solutions in the day-to-day interaction with your clients, you will ensure that the capabilities of the digital signage are upgraded to include a proper promotion management program to deal with face to face encounters.

The Management of Appointments

The Q-Flow Appointment Management solution for telecom retailers is designed to automate the entire appointment cycle from start to finish across the entire company.

This includes managing the set up of appointments, the recording of case notes; the arrival of the client, etc. The system makes use of an internet-based and call-centre scheduling app that is geared towards finding the best match vacancy as determined by the specific client requirements.

When the client arrives, the system will identify them and direct them to the agent that it has allocated for the appointment. Agents are notified of their client’s arrival and are given advice that relates to the client and their case profile specifically. Agents are able to record details of the interview on-line and thus an updated record of customer transactions is maintained. This assists in future dealings with clients.

Customer Management Within Telecom Retail

NEXA’s Q-Flow software can significantly improve the customer experience in your retail telecom stores and give your business an immediate return on investment. NEXA’s Q-Flow Retail Queue Management software is the most polished queue flow software available on the market offering not only a tailored queue management solution but also digital signage and TV as well as appointment managementfor telecom retailers.For specific information about customer management within Telecom Retail and what Q-Flow can do for your business contact us.

Categories :

Tags : appointment management, call centre scheduling, customer experience, customer interaction, customer visit, digital signage, first come first served basis, flow management, mobile industries, promotion management, queue system, queuing system, retail customer, retail sector, skill based routing, store promotions, telecom companies

Queue Management

By Webmaster

Wednesday, October 19th, 2011

QUEUE MANAGEMENT

No need to just stand in line…

Historical Queue Management systems were all about getting the customer in and out of your business as quick as possible in an orderly fashion. Today, thankfully, Queue Management systems can offer a lot more. Q-Flow can help businesses make informed, timely decisions, improve business process and the overall customer experience.

Q-Flow enables automated management of pre-booked appointments online or via a call centre.

Research has shown that if you know why your customer is coming to see you, you have a greater chance not only to service their enquiry faster (therefore offering a higher standard of customer experience) but more importantly, you have a better chance to upsell. This is especially important for retailers, banks and financial institutions where upselling can create an extra 25 to 30% revenue against pre-booked appointments. Pre-booked appointments also allow you and your business to schedule your staff more efficiently; again, the result is offering an improved customer experience.

With regards to ‘traditional’ walk in-customers, Q-Flow can also improve your current processes. Today, many companies are looking towards technology to solve the problem of queue management. Q-Flow has the ability to deploy Tablet Technology, allowing for ‘concierge’ style operation of ‘meet & greet’. By using a tablet, your staff are no longer filling out reception cards or even worse, scrap pieces of paper! As you’ll be capturing the customers’ details on the tablet, their details will automatically be forwarded to the next available staff member who is best suited to deal with their enquiry. This means that, once again, your customers are processed more efficiently; your staff have a better understanding of the customers’ requirements and therefore more opportunity to upsell.

Q-Flow self-service kiosk allows customers to book themselves into a virtual queue. The kiosk will offer a number of options to which the customer can select the reason they are there. They are then placed automatically into a virtual queue and given directions to the waiting area. Whilst no one likes to feel that they are just wasting time, Q-Flow Digital Signage will keep your customers entertained by playing specific adverts that are relevant to their appointment. Q-Flow Digital Signage will also play local or national news feeds such as Foxtel, ABC etc.

If waiting around isn’t your customer’s thing, then Q-Flow Herald module will notify them by SMS text when they are within ten minutes of being seen.

As regards the management facilities within Q-Flow, reporting is the key. Q-Flow utilises real time data metrics to measure customer wait times, staff service times, staff idle times, key performance indicators and management statistics.

There is no doubt that using a modern queue management system will bring improved efficiencies into your organisation, through better understanding of customer appointments, greater opportunity to upsell, better understanding of staff activity and better visibility of the business.

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.

Cabrini Health

Coffs Harbour City Council

Gosford City Council

Holmesglen TAFE

Medicare Australia

Southbank Institute of Technology

University of Wollongong

Waverley Council

Categories :

Tags : customer interaction, customer visit, digital signage, skill based routing