Customer Experience Management 2

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

 

Pre-Arrival

 

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

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!

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

Arrival

Queueing & Waiting

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!

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.

Serving

Post Serving

Post Serving

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

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

Managing

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