- Put member satisfaction and employee proficiency first
- Keep track of wait times and service levels in real time
- Monitor employee logins and productivity
- Allocate staff to help members efficiently with invaluable statistics
With a Customer Flow Management (CFM) solution in place, you achieve a greater return from your skills-based routing investment. This is true because you send fewer customers to agents who do not have the skills to handle the transaction or inquiry. Bankers are therefore not wasting time on transactions they cannot properly handle. With a CFM system, you are in essence reserving a specialist for your customer and increasing the likelihood of first contact resolution.
During periods of peak volume in your bank, CFM immediately educates your customers with an electronic wait time. With options for managing the wait time, customers who reserve their place in a queue will not leave out of frustration because they don’t know what to expect in terms of waiting.
By offering customers options, you demonstrate respect for your customers' valuable time and elevate the level of service you offer. In addition, it is truly remarkable how the perception of time changes with CFM.
For every customer that is routed through the CFM, the bank is saving on labor by efficiently matching resources with demand. Statistics and modeling, which is part of the CFM system, can also be utilized to create more efficient schedules, especially with part-time employees.
- Alleviate traffic at your busier offices
- Allow citizens to reserve appointments
- Use real-time analytics to increase staff efficiency
With a Customer Flow Management (CFM) solution in place, you achieve a greater return from your skills-based routing investment. This is true because you send fewer visitors to employees who do not have the skills to handle the transaction or inquiry. Employees are therefore not wasting time on transactions they cannot properly handle. With a CFM system, you are in essence reserving a specialist for your visitors and increasing the likelihood of first contact resolution.
During periods of peak volume in your office, CFM immediately educates your visitors with an electronic wait time. With options for managing the wait time, visitors who reserve their place in a queue will not leave out of frustration because they don’t know what to expect in terms of waiting.
By offering your visitors multiple options to get in the queue, you are demonstrating respect for their valuable time. In addition, you are eliminating employee waste time, while gaining valuable statistical intel to improve efficiency.
Happy visitors mean happy employees. When visitors utilize CFM rather than waiting without a clue as to how long it will be before they will be seen, they are much happier when they meet the employee. This prevents the visitor from being upset because of the unexpected wait, which may now be making them late returning to work or other commitments. Happy visitors equal happy employees.
- Put student satisfaction and employee proficiency first
- Allow students to get in line via mobile, web, or in person
- Students can make same day or future appointments
- Employees can serve students in a role based capacity
With a Student Flow Management (SFM) solution in place, you achieve a greater return from your skills-based routing investment. This is true because you send fewer students to agents who do not have the skills to handle the transaction or inquiry. Employees are therefore not wasting time on transactions they cannot properly handle. With a SFM system, you are in essence reserving a specialist for your student and increasing the likelihood of first contact resolution.
By offering students options, you demonstrate respect for your students' valuable time and elevate the level of service you offer. In addition, it is truly remarkable how the perception of time changes with SFM. To people waiting in your lobby, ten minutes can seem like an eternity. With a SFM solution in conjunction with digital signage or other forms of marketing, such as magazines or even free wi-fi, the perceived wait time is drastically reduced. Students can continue to be productive, engage in a conversation with other students, or get that second cup of coffee - all the while knowing their place in line is secure. Ten minutes is gone before they know it. When called by an employee in the time promised, you create student trust and loyalty.
For every student that is routed through the SFM, the university is saving on labor by efficiently matching resources with demand. Statistics and modeling, which is part of the SFM system, can also be utilized to create more efficient schedules, especially with part-time employees.
During periods of peak volume in your One-Stop Student Services Area, SFM immediately educates your students with the electronic wait time. With options for managing the wait time, students who reserve their place in a queue will not leave out of frustration because they don’t know what to expect in terms of waiting.
- See more patients in a more efficient manner
- Multiple methods of queue entry while protecting privacy
- Produce actionable KPI’s
- Employees can serve patients in a role based capacity
Increase Patient Satisfaction and Service Level by offering patients options. These options demonstrate respect for your patients' valuable time and elevate the level of service you offer. In addition, it is truly remarkable how the perception of time changes with PFM. To people waiting in your lobby, ten minutes can seem like an eternity. With a PFM solution in conjunction with Digital Signage or other forms of marketing, such as magazines or even free wi-fi, the perceived wait time is drastically reduced. Patients can continue to be productive, engage in a conversation with other patients, get that second cup of coffee, or attend to their unruly children they may have brought along -- all the while knowing their place in line is secure. Ten minutes is gone before they know it. When called by an employee in the time promised, you take patient trust and loyalty to an unprecedented level.
During periods of peak volume in your facility, PFM immediately educates your patients with the estimated wait time and with options for managing their wait time, patients who reserve their place in a queue will not leave out of frustration because they don’t know what to expect in terms of waiting.
Increase Employee Efficiency and First Contact Resolution with a PFM solution. With this solution, you will easily achieve a greater return from your skills-based routing investment. This is true because you send fewer patients to employees who do not have the skills to handle the reason for the patient’s visit, therefore, employees are not wasting time on patients they cannot properly handle. With a PFM system, you are in essence reserving a specialist for your patient and increasing the likelihood of first contact resolution.
- Drastically reduce checkout time with SMS notifications and digital signage
- Reduce abandons
- Customized SMS notification of the customers turn
- Allocate staff to help customers efficiently with invaluable statistics
•Can be mounted on a floor stand, desk stand, or mounted to a wall
•Connect to the internet via Wi-Fi or a network cable (recommended)
•Customers select desired service and enter their name
•The system can be set so that the customer can select a specific staff member
•Customers may enter their mobile number
•The Staff Action screen is used by your employees and not seen by customers
•The screen shows who is waiting and for how long
•Select and serve any person in line or press a button to get the "next in line"
•When a staff member logs in, they can automatically become an available option on the customer sign in screen
•The screen shows if the customer has been sent a text message
•The Staff Dashboard allows you to see what staff members are doing
•See if any customers are waiting for them specifically
•Monitor how long a staff member is spending with customers
•Customers easily see where they are in line
•Compatible with most Smart TV's or any TV connected to a browsing device
•When the texting feature is activated, your customers can opt to enter their mobile number and receive a message when it's their turn
•For locations where customers may roam over a larger area, settings make it possible to have the message sent when it is "almost" their turn