Blog

What is the customer journey?

The customer journey is the path that a customer walks, between the different touchpoints and interactions with an organization. When we talk about the customer journey the central focus is on the customer. Do we know who they are? How they behave? What are their needs or expectations? Which factors make them buy a product? The answers to these questions are fundamental to understand your current and future user/customer.


Source: The Qmatic Blog

Patient journey mapping: What you need to know

Many healthcare providers face the challenge of budget constraints, limited resources, and having a lot of priorities. With this combination of pressures, streamlining workflows and increasing efficiencies, while also enhancing the quality of care become extremely important to maintain positive patient experiences.


Source: The Qmatic Blog

Integrating a patient journey manager with a hospital information system with HL7

Managing patient journeys is the key to an improved patient experience, a better quality of care, and increased efficiency. Many healthcare decision-makers have noted the importance of using a patient journey management system, but face challenges in optimizing and integrating it with their hospital information system (HIS). In this article, we will explain about HL7 middleware, the key to system integration in the healthcare sector.


Source: The Qmatic Blog

The benefits of improving customer experience in your business

With the right design and implementation, an improved user experience can have great impact on your business and organization. But you might ask yourself: Is it worth allocating time and resources to ensuring my customers have a good experience? Or in other words, why should I apply techniques that improve the customer’s experience? What are the advantages?


Source: The Qmatic Blog

How to manage patient flow for seasonal flu vaccinations

This year, vaccinations for the seasonal flu will be different due to the COVID-19 pandemic. Many patients are reluctant to visiting caregivers right now, but those worries should not stop anyone from getting their seasonal flu vaccinations. Fortunately, you as a healthcare provider can make their much-needed visits safe. Here I will explain more about how you can create a safe patient flow for flu vaccinations.


Source: The Qmatic Blog

Customer experience trends in retail banking

I talk to clients in the banking sector on a daily basis, and I am often asked to share observations to trends within customer experience. We operate in 120 countries and things may be different in different parts of the world but many things are the same. Therefore I thought I would share my outlook on trends and drivers in retail banking here as well.


Source: The Qmatic Blog

5 ways government agencies can optimize customer journey management solutions

The Covid-19 pandemic has pushed the need for safer queuing and customer journey, and with that, a move toward virtual customer journey management that allows service providers to adapt swiftly to the fast-changing environments and customer needs. This includes those in the public sector like tax offices, DMV, immigration offices, city halls, and other government agencies.


Source: The Qmatic Blog

Five tips to increase the usage of Mobile Ticket

The need for virtual queuing has been on the rise since the start of the Covid-19 pandemic. However, even aside from the pandemic, virtual queuing seems to be the way forward as it provides flexibility, comfort, and convenience for customers.


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How to reduce wait times in government offices

Most government offices around the world are faced with the twin challenges of strained resources and outdated systems. Combined, these two problems often cause inefficient operation and service delivery, which is reflected in the long wait times that customers have to face when dealing with public agencies.


Source: The Qmatic Blog

How a lobby management system can improve social distancing

Lobby management is the process of managing and optimizing the arrival of visitors or customers in your lobby or waiting area, to improve both the customer experience and staff efficiency. Just like queue management and customer journey management, it aims to streamline and optimize the customer journey and it can be used to improve social distancing.


Source: The Qmatic Blog

Appointment scheduling solution: What, how, and why

As we’re entering a new phase in the COVID-19 pandemic, businesses and service providers are preparing to reopen once restrictions are relaxed. When it’s time to reopen, there’s a good chance that customer footfall will increase, as their demands have been put on hold for some time. Meanwhile, there’s still an urgent need to maintain social distancing and high safety standards as the risk of virus spread remains high. This is a challenge that requires advance planning and big adjustments. How can service providers and businesses adapt to this new normal?


Source: The Qmatic Blog

How to maintain social distancing when reopening government offices

Government offices around the world are opening up again and the demands on their services are bigger than ever. Here I will tell you how government offices, city halls and other public service offices can go about to assure adherence to regulations and restrictions regarding covid-19 pandemic and still start providing services to the society again.


Source: The Qmatic Blog

Appointment scheduling tips to improve customer flow management

In the coming weeks or months, lockdown and restrictions will be eased, and service providers will need to be prepared to accommodate customers in these times. As the COVID-19 risk will still potentially be high and some restrictions will still be in place, they need to remain cautious when reopening their premises and delivering their services.


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Virtual queuing system: What, how, and why

As the situation changes, businesses and organizations need to adapt to the new normal. For service providers who remain open, the need for a safer environment for staff and visitors is becoming more important than ever.


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Virtual queuing tips to aid social distancing for service providers

The current situation regarding COVID-19 has required us all to take precautionary measures and practice social distancing to reduce the risk of infection. For businesses, this poses a few challenges. Some services must remain available to accommodate the needs of customers. At the same time, the highest priority is to protect your customers and staff from the virus spread, whilst also making sure that you can continue to deliver required services with a more dynamic staff availability than usual.


Source: The Qmatic Blog

Minimize clinic waiting times to avoid virus spread

In times of coronavirus breakouts and in the middle of the regular influenza season, there is an ongoing debate on how to avoid spreading of infections. One should point out that people suspected to carry the corona virus are treated with extra care, but it actualizes the never-ending story of the risks of getting infected with air-borne diseases such as viruses when going to a medical clinic.


Source: The Qmatic Blog

Reduce clinic waiting times to avoid virus spread

In times of corona virus breakouts and in the middle of the regular influenza season, there is an ongoing debate on how to avoid spreading of infections. One should point out that people suspected to carry the Covid-19 virus are treated with extra care, but it actualizes the never-ending story of the risks of getting infected with air-borne diseases such as viruses when going to a medical clinic.


Source: The Qmatic Blog

Reduce waiting time

Long waiting times in businesses leads to poor experiences among visitors and an unhealthy work environment. How to reduce the waiting time is an essential question among managers. There are many ways to solve this, and below I have highlighted the importance of streamlining the queue process. At the end of the article, you can download a PowerPoint presentation about queue management systems.


Source: The Qmatic Blog

Queue management systems in hospitals

When visiting healthcare facilities, patients are generally worried, stressed, and sometimes even in pain. Therefore, hospitals need to create a comfortable environment. In this article, I’ve shared my recommendations on what to consider when you want to improve the patient experience.


Source: The Qmatic Blog

Patient appointment systems in hospitals

My experience has shown that hospitals face many challenges that emerge as long waiting times and poor patient experiences. In this article, I’ll clarify why I believe investing in a patient appointment system is beneficial for both patients and staff members.


Source: The Qmatic Blog

Appointment systems in hospitals

My experience has shown that hospitals face many challenges that emerge as long waiting times and poor patient experiences. In this article, I’ll clarify why I believe investing in an appointment system is beneficial for both patients and staff members.


Source: The Qmatic Blog

Appointment scheduling: Beyond booking functionality

Some people refer to appointment scheduling primarily as a booking function. In my opinion, it’s much more than that. To improve the customer experience, you need to deal with confirmations, reminders, cancellations and rescheduling. This takes priority when it comes to time and investments.


Source: The Qmatic Blog

Queue management systems in banks

As people’s expectation continuously increase, banks need to offer a great customer experience, both online and offline. In this article, I’ll explain how you can improve the customer experience by managing your queues.


Source: The Qmatic Blog

A 6-step Guide to Successful Customer Journey Management

In an era where customers expect frictionless service and immediate response at every touchpoint, success is to a large extent based on how well companies can rise to these demands and expectations. That’s why it’s paramount to make the customer experience smooth, consistent and relevant throughout the customer journey.


Source: The Qmatic Blog

How to solve queuing problems

A crucial factor in solving a queuing problem is managing the customer’s perceived service level. In this article, I’ll go through my definition of a queuing problem and how to solve it by improving the customer’s waiting experience. 


Source: The Qmatic Blog

How to Improve Communication along the Patient Journey

The main problem that patient face while waiting is uncertainty. Patients often don’t know is how long the wait will be or what to do. That uncertainty can damage the patient experience. A great patient experience is based on the healthcare providers ability to deliver a clear, fair and obvious process for managing needs, expectations and perceptions. Among hospital leaders, 84% rank patient experience as a top priority and say that communication is important to the experience. Patients agree – 83% say that better communication between patients and caregivers should be a priority.


Source: The Qmatic Blog

What is linear queuing?

In this blog post we’ll discuss the oldest and most common way to manage queues and waiting – Linear Queuing. But what does it exactly stand for, and how does it differentiate compared to other types of queuing principles? Learn all about the important factors when designing a linear queue, the benefits, and when it is the most suitable to use.


Source: The Qmatic Blog

How patient journey data can improve healthcare

Providing an excellent patient experience goes far beyond how well your caregivers treat physical ailments. It engages the entire patient journey – beginning with the information a potential patient finds online before deciding to book an appointment through how successfully the provider prevents a medical relapse, and including every physical, emotional, and environmental detail in between. Understanding the data points that exist at each of these steps is fundamental to the longevity and success of healthcare providers.

Source: The Qmatic Blog

What is Virtual Queuing?

One of the main types of queuing is virtual queuing, but what does it exactly stand for, and how does it differentiate compared to other types of queuing principles? In this blog post you can learn about the important factors when designing a virtual queue, the benefits of virtual queuing, and when it is the most suitable to use.


Source: The Qmatic Blog

How to Reduce Customer Wait Times with Automation

No rule says customer experience (CX) excludes government agencies. However, it’s challenging enough for enterprise business to implement CX strategies, meaning it’s even more so for governments with the uphill battle of limited budgets, staff shortages and hiring freezes.

No matter the business sector, no customer likes to wait. With this post, I want to help you improve customer wait times by enabling your customer journey management system to automate your workflow using sound calling rules. I will point out several configuration areas of interest that will help your organization get the best outcomes for reducing wait-times.


Source: The Qmatic Blog

The Importance of Mobile Patient Concierge Solutions

As a healthcare organization, you’re usually measured on the quality of service you offer to patients and how many patients you are able to successfully support. The overall patient experience is dependent upon both of these elements, with a good experience seeing patients getting to their appointments quickly and easily.


Source: The Qmatic Blog

5 reasons to encourage customer feedback in public services

For public services, customer feedback is often feared as much as it’s appreciated, usually because feedback is only supplied if a visitor has a negative experience, with the vast majority of visitors not bothering to leave feedback at all.

However, customer feedback is not something to be feared, it should be actively encouraged. With a good supply of relevant comments and opinions, both positive and negative, public service institutions can take the steps required to improve their overall citizen experience for the future. Here’s five ways it can help.


Source: The Qmatic Blog

Reasons to drive patient flow with an online appointment system

For healthcare, the more efficient you are, the more patients you can treat and the better your reputation will be. But for too long, the industry has had a poor reputation for patient experience, due to long waiting times and rigid booking structures. In our recent survey of over 600 healthcare and public services decision makers, 80% of healthcare decision makers surveyed wanted to see what was possible if they used patient journey management.


Source: The Qmatic Blog

5 reasons to drive patient flow with an online appointment system

For healthcare, the more efficient you are, the more patients you can treat and the better your reputation will be. But for too long, the industry has had a poor reputation for patient experience, due to long waiting times and rigid booking structures.

In our recent survey of over 600 healthcare and public services decision makers, 80% of healthcare decision makers surveyed wanted to see what was possible if they used patient journey management.


Source: The Qmatic Blog

How to empower front-line staff to deliver a better citizen flow

Let’s face it; for the majority of people, visiting a public service is a chore that has to be done, not an enjoyable task. It doesn’t matter whether it’s a vehicle licensing center, a tax office or anything else, providing service to citizens as quickly as possible is always a major target for public service, so they can go back to getting on with their day. But with these environments often being hectic, and funding being limited, it can be difficult for front-line staff to actively push for even faster service levels, keeping up is tough enough. But that’s not enough when demands are changing all the time.

In our recent survey of over 600 healthcare and public services decision makers across the globe, it was clear to see how big this problem is; 54% of people surveyed believed citizens are complaining more about waiting or queuing than just a year ago, while 50% say they’re struggling to keep up with changing technology.


Source: The Qmatic Blog

The main hurdles to investing in journey management – and the benefits when you overcome them

For healthcare, demands on workers and facilities are often exceptionally high, and patience for delays are often low. To ease the pressure, it’s only right that people have all the tools they can get to help make the experience better for everyone. In our recent survey of over 600 healthcare and public services decision makers across the globe, 61% of people surveyed believed patients are complaining more about waiting or queuing than just a year ago, while 71% believe they are busier than a year ago. It’s no surprise then, that 80% of the people we surveyed would be interested in seeing what’s possible through patient journey management.


Source: The Qmatic Blog

How to Reduce Complaints and Improve Quality of Care

If you work in the healthcare sector, you’ve probably noticed that patient expectations are rising rapidly, right? Patients who are accustomed to gaining instant access to almost anything they want via their smart phone, expect their healthcare environments to offer a similar level of service.


Source: The Qmatic Blog

Meeting Citizens Changing Expectations

We live in a world where you can order a pizza at the touch of a button or book a flight with just a few swipes. So, it’s understandable that citizens have high expectations. If they’re confronted by long queues or a lack of information when they use your services, they’re far more likely to start asking questions, right?


Source: The Qmatic Blog

Simplify processes to transform your waiting room

We recently undertook a global research survey of over 600 decision makers across healthcare and public services – and the results were telling. Almost all (94%) respondents said that it’s important for their organization to ensure a good patient experience, but over half (56%) said they believed patient journey management would be too expensive for them.


Source: The Qmatic Blog

Seven top tips for improving your citizen flow strategy

Public service users’ expectations are rising. We recently undertook a global research survey of over 600 decision makers across healthcare and public services – and 54% said citizens are complaining more about waiting or queuing than they were a year ago.


Source: The Qmatic Blog

Why keeping up with change means going back to basics

Our research shows that keeping information, citizens and patients flowing is critical. You want to be there for them every step of the way, but that’s a real challenge when you’re facing skills shortages, increased efficiency targets, and more demands on your time and budget than ever before.


Source: The Qmatic Blog

Stop Getting in the Way of your Productivity

For government institutions and healthcare facilities of all types, keeping information, citizens and patients flowing is critical. And that means removing the barriers to your own productivity, reducing unnecessary administration, allowing citizens and patients to exercise choice, and focus on the quality of service and care.

Providing the best possible experience for a range of citizens and patients isn’t easy.  And it becomes a real challenge when you’re faced with skills shortages, increased efficiency targets, and more demands on your time and budget than ever before.


Source: The Qmatic Blog

Digital Transformation in Public Services: 10 Best Practices to Simplify Processes

 

We know that you are under pressure to improve efficiency while also innovating with digital technology. This can often lead to conflicting pressures on the time and budget you don’t have.

To help you navigate this challenge, we’ve created 10 best practices you can use to simplify your existing processes. And they’ll improve your customer satisfaction at the same time.


Source: The Qmatic Blog

A word to the wise

Voice-controlled virtual assistants are gaining ground and will soon become integrated into many service situations. Maybe it will become the universal way of getting things done. Maybe not.


Source: The Qmatic Blog

4 questions to Oskar Fajerson, SVP EMEA/APAC

Oskar Fajerson started at Qmatic three months ago taking on the position as SVP EMEA/APAC. With a background at eye tracking technology company Tobii, Oskar is used to working with tech savvy colleagues, and I took the chance to talk to him about his first months at Qmatic has been.


Source: The Qmatic Blog

Is data security keeping you awake at night?

We live in a world of digital transformation and an explosion of information. Organisations in all sectors are challenged to keep data safe. But, keeping data safe is much more than just sending encrypted messages and working with ‘strong passwords’. 


Source: The Qmatic Blog

Exciting results for mobile checkout in UK

 

Many of us believe we have only seen the beginning of how smart phone technology will transform our lives. If in doubt, consider the fact only ten years has passed since the first iPhone was launched, yet today mobile technology has changed all we know about how we access information and services. Along with leading brands such as Sainsbury’s, Qmatic UK has tested an innovative way to use smartphones when shopping for groceries.


Source: The Qmatic Blog

How Qmatic's solutions helped Milton Keynes Council

 

Modern customer journey management is not only a way to create better value for business in terms of return on investment and growth. In Milton Keynes in southern England, it has improved support for people in economic and social difficulties, helped to give assurance to the most vulnerable customers and made better use of tax payers’ money.


Source: The Qmatic Blog

Does EMR give you all you need to know about your patient’s needs?

Electronic Medical Records (EMRs) allow providers to track patient data over time, identify patients who need preventative visits and screenings, and monitor how they measure against health guidelines. In so doing, EMRs can help to improve quality of the medical experience. But EMRs are only one piece of a much bigger and more important effort – true, attentive care for the whole human.


Source: The Qmatic Blog

How Capitec Bank Captured Market Leadership with Customer Service

In the past month, I have joined Qmatic as Chief Marketing Officer. One of the things I have been most thrilled to see are the ways Qmatic solutions contribute to our clients’ efforts to create great business interactions and customer journeys. South African Capitec Bank is one great example. In a competitive global banking industry, they are growing and thriving, thanks to an active commitment to providing personal service and accessibility across every one of their 800-plus branch offices.


Source: The Qmatic Blog

Do You Know the 3 P’s of a Remarkable Customer Journey?

There’s a tenet in customer organizations born from things like the Golden Rule or Dr. Maya Angelou’s often shared confession, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” It’s just as true in customer facing organizations – people don’t buy what you do, they buy how you make them feel and the story you give them to tell.


Source: The Qmatic Blog

Erase Friction in the Customer Journey with Journey Insights and Analytics


 

Creating a consistent customer journey that narrows the gaps between digital and real world environments often means identifying friction points, understanding why they exist and having the resources in place to fix them quickly. From the standpoint of the customer, a smooth omnichannel experience is characterized by four qualities – reliability, relevance, value, and trust. 

These lenses speak to the cohesive brand experience, to the online and real world environments you create, and to the service interactions within each. It’s important to remember that friction – like wait times or even personal interactions between staff and customers – is largely a perceived reality. For example, you may not have any actual technical issues in an e-commerce checkout page, but a confusing set of questions in the payment form could easily be perceived as a hurdle and derail the transaction altogether. Or you may have an excellent clinical reception staff and a robust online scheduling app, but the patient who is unfamiliar with online calendars and walks into your clinic feeling poorly, then is told to wait may perceive a significant amount of interference (and frustration).


Source: The Qmatic Blog

A Better Customer Journey – Qmatic Insights from NRF Big Show

From January 15 through 17, Qmatic joined 35,000 retail professionals for the 106th annual NRF Big Show Convention and Expo.[1]  We had a great time sharing information and learning about advances in retail and customer experience, networking with peers, and more. The event was a powerful opportunity to show the industry how revolutionary a flexible customer journey technology ecosystem and powerful data insights can be for retaining customers and driving sales across every retail channel.


Source: The Qmatic Blog

The One Thing You Can Do To Improve Your Store This Holiday Season

The holidays are an incredibly busy time of year. For many people, it means additional year-end work responsibilities, special events, time with family and friends, and a longer-than-usual shopping list. And most of us don’t have the luxury (or foresight) to schedule a day off to knock out all of our tasks at once during a slower day in the middle of the week.


Source: The Qmatic Blog