Customer Experience Management increases productivity and improves customer and staff experiences.

Pre-Arrival

myfunwait

What We Do

Schedule customers by appointment booking (Remote Check- In ™)
Guiding people by mobile customer visit apps

Value

Reduced waiting time on site
Easier for customers to reach your facility
Controlled/predictable customer flow
Customer traffic is matched with staff skills/availability
Better utilization of resources

Schedule Virtual Meetings Via “TEAMS”

myfunwait
mobile-ticket

Let customers wait anywhere
with Mobile Ticket

Empower end-customers by allowing them to queue virtually using their phone, eliminating the pain of waiting. CXM’s mobile ticket solution enables customers to get in line before arriving at the branch/store. It also allows customer at the location to select a mobile ticket, giving them the flexibility to wait where ever they desire while still being able to monitor their place in line.

Anyone with a smartphone and a web browser can access the mobile ticket – there is no need to download yet another app. If you are looking for a ticketless system this is the ultimate solution!

Have meetings via “Teams” Zoom etc Allow customers to meet remotely with staff”

Arrival

Arrive Virtually when needed

concierge-2017
cxm-solutions3_08

What We Do

Identify customer
Identify customer needs
Guide customer
Announcements- on signage and tickets

Value

Segmentation of customers
Control of customer flow
Positive customer experience
Informed & prepared customer
Reduced waiting time
Guide customers more accurately

concierge-2017
cxm-solutions3_08

Queueing & Waiting

mobile-ticket

What We Do

Guide & direct customer
Match information on signage with customer profile
Alarms on exceeded service levels

Value

Fair and ordered queuing
Reduced actual and perceived waiting time
Lower stress levels for customers and staff
A prepared customers due to information given

Customers at the location can select a mobile ticket, giving them the flexibility to wait where ever they desire while still being able to monitor their place in line.

Anyone with a smartphone and a web browser can access the mobile ticket – there is no need to download yet another app. If you are looking for a ticketless system this is the ultimate solution!

mobile-ticket

Wait anywhere you wish Or arrival Virtually for a Web Meeting

Serving

mobile-connect

What We Do

All necessary information is available at employees’ fingertips
Guide/call customers
Transfer customers
Measure service levels
Alarms and alerts on exceeded service levels

Value

Managed customer flow
Controlled calling sequence
Prepared staff
Increased processing capacity
Provide profile of customers’ service and needs, and plot trends in service requests
Match staff skills and customer needs

Empower your employees with Mobile Connect

Orchestra Connect and Solo Connect are smart business apps that gets employees out from behind a counter and onto the service floor, to attend to customers more directly and relationally. The result is higher customer satisfaction scores, more productivity, and a happier team.
With the single interface, team members can manage walk-ins, maintain awareness of waiting customers, customers currently being served, and upcoming visits. They can also tap into useful business analytics like services delivered and outcomes. Using a smart Bluetooth button, the user can perform a host of tasks (e.g., calling the next customer in the queue or ending a visit) simply by pushing the button without having to take their mobile phone out of their pocket.

Post Serving

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What We Do

Customer survey to obtain qualitative data on customer perception
Store customer information with each visit
Generate statistics

Value

Receive customer feedback
Increased understanding of customers’ perception
Improvement based on feedback

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Managing

skitch

What We Do

Capture data
Create and communicate reports
Generate dashboards
Generate alerts & alarms
Analyze data

Value

Benchmark sites, departments, staff members
Enables immediate action
Multi-site capability
Real time and historical data
Optimized staff utilization

Schedule A Demo & See What
CXM Can Do For You!

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