Bedfordshire - 17 July 2012 - Shepway District Council in Kent has installed a new customer flow management system from Qmatic in its central Folkestone offices. The review of its existing system was carried out as a result of a more joined-up approach to its council services and to assist in the addition of extra services being offered through the Front Office.
Like many other councils, Shepway District Council has seen the number of services from its central offices grow and along with this, the number of customer advice points has increased. The previous system was struggling to cope with the increased demands being put upon it and was restrictive in terms of management information. This meant that evidencing the effectiveness of customer services and implementing the correct resources was becoming more difficult.
Following a three-way tender process, Qmatic provided Shepway District Council with a full suite of customer flow technology, including a ticket printer, Qmonitor Software for LCD display, voice interface, Qmatic site user software and Qmatic management portal software, which enables reporting and analysis.
One of the key benefits that the system has brought to Shepway is flexibility in terms of messaging via the LCD displays. Information has been displayed to advise customers about peak times and average wait times. Sarah House, Senior Front Office Officer at Shepway District Council comments: "Being able to provide information about our peak times has helped us to spread the workload. Increasingly, people recognise our peak times and as a result, they are timing their visits to alternative times of day, which has helped reduce bottlenecks."
Underpinning the queue management system is Qmatic Management Portal, management information software which provides a range of intelligence to support the planning and resourcing of the customer advisor areas.
David Anahory, CEO of Qmatic comments: "The management portal has enabled Shepway District Council to quantify the volume of people coming through the customer service centre, their average wait times and the number of people currently waiting. This allows the Council to predict peak times and add extra resources during periods of high demand."
Qmatic is the world leader and innovator in customer flow management (CFM) solutions that are designed to increase sales and productivity while reducing costs for organisations in the retail, retail finance, public sector, healthcare and travel sectors. Its software, hardware and consultancy helps organisations such as Barclays, Boots, DVLA, Homebase, HSBC, Marks & Spencer, Post Office and UK Border Agency to value time within the physical customer experience and derive real-time management information (MI) that powers meaningful business decisions.
This management information can drive important considerations such as in-store/branch/location skills routing, store layout and design, employee training and job satisfaction, customer loyalty and retention, brand equity, opportunity sales, real-time feedback and problem resolution as well as efficiency and cost control. Qmatic's products range from barriers, right through virtual and linear queue management hardware to mobile phone applications, kiosks systems and new media.
Headquartered in Sweden, Qmatic operates out of 120 international locations. Its solutions have been successfully deployed in 51,000 sites across 122 countries. It is estimated that more than two billion users; a quarter of the world's population, pass through Qmatic's systems every year. See www.qmaticsolutions.co.uk
Qmatic UK is based at Derwent House, University Way, Cranfield Technology Park, Bedford, MK43 0AZ. Phone: 01234 757 110. Twitter: Qmatic_UK.
Natalie Sutton/Kimberley Gray
+44 (0)1276 679570/07884 405835