How to Manage High Customer Flow In Your Service Centers And BranchesScimitar Global Services Limited
Have you been to the Banks lately after a public holiday, or even on a Monday to experience the arguments and fights over queues? How about now that we are battling Covid-19 or Coronavirus in Nigeria, where we all have to wait outside, sometimes outside the Sun and in the rain armed with face masks and Sanitizers for protection with almost no sense of social distancing. It is a horrible experience. I have seen this happen in high traffic business locations like computer village, Victoria Island and Marina. On one occasion, as i was mourning an almost 2 hour snail crawl to the Teller counter silently on Mobolaji Bank Anthony, a man just walked into the bank and stood behind me.
I was just about to inform him that someone was behind me, when 8 customers with their own down-lines came to inform him about his real position on the queue.
He lost it! it actually got to ” my daughter you don’t have respect for elders, are you expecting me to go back for you?” While this was going on and the security men and manager was rushing to the scene to quell the brouhaha we didn’t notice the tellers saying “Next customer please!!!!”
Well i caught it somehow and got service and walked away shaking my head.
Have you had an experience like that? Please do share in the comment section.
On the flip side, i have seen recently organizations who have thought ahead to avoid these embarrassing squabbles.
Have you been to DHL visa collection at Isolo, where i got there, took a number, left came back to meet my spo. Also went to MTN Service point at Aromire and even Multi choice DSTV office on Tiamiyu Savage, V/Island. You are issued a ticket on entering the service point and you wait your turn as queue management system is in place to direct you the customer service person that will attend to you. No argument , no fight, no knowing your age limit! If you can’t wait come on Sunday.
Scimitar Global Services Limited (SGSL) in partnership with Q-better, is introducing our robust Queue management solution called ” Bloom”.
An advanced customer flow management system that keeps customers informed about the queue process, assuring that their priority in line is being respected.
In one suite you can have :
- Appointment setting (with Virtual ticket before getting to the office, Branch or shop)
- Queue management
- Digital Signage
This system also allows professionals to collect all the information they need to manage effectively their service and resources. Gathers data to show essential statistics about the service performance. With an extremely intuitive approach, the system and components setup is quick and simple.
It also helps businesses to organize and plan customer-service in advance, improving resources deployment and allows customers to take a ticket before they arrive at the site and it keeps them informed about the queue status.
ADVANTAGES BLOOM OFFERS
- Reduced perceived and actual waiting times
- High-quality customer service
- Increased resources efficiency
- Easy to install and easy-to-use
- Intensified customer loyalty
- Alignment with the customer needs
CUSTOMER QUEUE MANAGEMENT FLOW
While waiting for their turn, customers often get bored and even frustrated. They do not want to waste time in line when they could be doing something else. Using Bloom, the waiting conditions can be improved by placing screens showing dynamic content, and notifying customers when it is their turn. The impact of the waiting time is reduced, since customers can use their time as they wish.
CUSTOMERS CAN EVEN GIVE FEEDBACK!
Lack of awareness of business performance and service quality is a common situation. 80% of companies say they deliver superior service, but only 8% of people think these same companies deliver superior customer service. With Bloom, feedback from customers can be collected through surveys available on-site.
Bloom also supports a concierge service in queue management. A concierge can approach customers and help them enter the queuing process.
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