Retail | Qmatic Customer Journey

1

Customer Engagement

An efficient customer experience begins pre-arrival. Our highly configurable, calendar options including on-line, enable appointments to be made through members of staff, Call Centres or even by the customer via our Mobile App. Customers can select a location that has the services that meet their needs e.g. Click and Collect, Bra fitting, offer the least waiting time and can even enter queues before reaching the environment. We can also integrate with third party systems aiding the arrival process.

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2

Customer Empowerment

As companies seek radical transformation in their systems of engagement, we can provide real time alerts reminding your customers of their upcoming appointment as well as receive updates as to current waiting times in the department they are visiting, any instructions, adverts or further information and even 'wayfinding'. This empowerment allows customers, to reschedule or cancel their appointments if required as well as see and locate alternative services in the local area.

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3

Informed Customer

The ability to receive real time queue information allows customers to make infomed decisions as to which branch to visit. In its enterprise form with its various deployment architectures, Orchestra permits different configurations for different store types, whilst its capability to aggregate reporting and benchmarking between locations allows demand to be balanced across the entire estate.

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4

Virtual meets Physical

Reception / Check-In staff can view all upcoming appointments and when they arrive, categorise customers, put them into process and make them welcome. In addition, they can handle Walk-Ins by placing them in a queue or by making future appointments. The interface allows the capture of notes and recording of all footfall. Capturing mobile numbers / email addresses gives customers the option to leave the branch empowered with an alert when to return for service avoiding the need for tickets. The system ensures service staff know who is waiting for service and to manage demand.

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5

Self Check In

Customers with pre-booked appointments can self check-in, alternatively walk in customers can place themselves in the appropriate queue for service using touch screen devices and barcode readers. Further marketing information deemed relevant to the service can be passed on or captured whilst Customers feel "acknowledged" and part of a fair process.

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6

Face to Face

Meeter / Greeter staff can mimic the functionality of a reception function but do so using a personal service by greeting customers with the appropriate welcome, instruction or further information. This enables them to identify services being sought, manage the waiting environment and transfer customers to the next part of their journey without the need for a physical device.

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7

Reducing Perceived Waiting Times

The ability to pass waiting information on multiple surfaces - public displays or mobile Apps provides customers with status information of where they are in their journey and reassurance that they are in process. Media and text alerts all reduce perceived waiting times, the need to wait in store, the impact on in branch staff and encourage further revenue to be sought from marketing material whilst increased processing capacity and conversation rates offer excellent ROI.

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8

Digital Signage

Qmatic's digital signage offering includes Andriod based players for ease of installation and deployment of content. With content reinforcing previous in-journey messages, providing clear guidance and even wayfinding information, offering cross and up-sell opportunities with targetted material, the customer flow and overall experience are greatly enhanced.

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9

Linear

Ideal for quick, speedy tranactions at the service desks, customers are called forward logically and fairly. Using clear programmable audio messages and appropriate displays, ensures full DDA compliance whilst ensuring an enhanced customer experience and saving valuable staff resources. Signage displays entertain customers on other products and services which can be matched to particular customer profiles whilst customer feedback opportunites exist at each station.

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10

Credible Relevant Information

Specific services such as Click and Collect or in store offerings require certain information to be presented to the staff member to allow customers to receive the most efficient service. This can be for pre-booked or walk-in situations, and draws information from relevant CRM records and from information gathered earlier during the current visit. This eliminates the need for multiple systems to record simple information and allowing staff to deal with enquiries quickly and efficiently.

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11

Social Monitoring

Today it is as important to monitor the online social streams as it is internal KPI's. A happy customer base is a vocal customer base, so tracking topics of importance for them and taking action is necessary to avoid damaging the brand. Opening extra service desks, diverting to alternative branches are all potential outcomes resulting from engaging with social media and applying it alongside actual physical data. Monitoring helps you provide greater customer service with Orchestra bonding the virtual and physical worlds.

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12

Analytics

The ability to "orchestrate" teams and individuals based on live and historic data to pinpoint areas potentially requiring improvement is paramount for a great customer experience. Using highly configured dashboards, alerts and alarms, area specific information, such as current and expected visit activity, can be generated, distributed and accessed via any device for immediate remedial action such as the efficient redeployment of correctly skilled resource.

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13

A Hosted Environment

Offering various deployment options; 'On Premise', 'Dedicated Cloud' and 'Cloud' means that we are able to cater for clients who no longer wish to host or run local in-house software. These options further mean that there is the capability of offering great experience benefits without large investments in IT Infrastructure, with various commercial options existing including a Software-as-a-Service deployment.

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14

Continual Improvement

When you connect all the steps, all the touch points and all the moments of engagement what you get is powerful information. This enterprise wide insight reported from service levels parameters, consumer activity and social media feedback allows the entire customer journey to be analysed. With points such as post visit data, aggregated reporting or benchmarking of regions, branches, departments or staff all captured, it feeds and drives strategic key business goals and improvement programs for future success.

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15

Powerful Information

We enable customer experience to be controlled centrally. We discover the journeys required with the process and methodology to define solutions and orchestrate the experience. Qmatic Score and our other analytics provide the historic information needed to plan and improve service and ensure that every opportunity is being taken to deliver face to face customer services in an efficient, fair and harmonious way leading to:
• Greater satisfaction (CX) levels
• Less stressed staff
• Increase in revenue and conversion rates
• Retention of brand loyalty

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16

Advocacy

Social media now dictates that news and feelings are transmitted both fast and wide. Qmatic assists in driving CX improvements by ensuring customers feel in-process and are educated and entertained whilst waiting for service. Digital media encourages channel shift, further purchasing and drives improvements in public perception by keeping customers informed. Feedback can be captured with data being stored along with the customer visit. Good feedback allows engagement with customers, encouraging them to point new people in your direction amplifying the reach and spreading the gene-pool ever wider.

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17

Feedback

It is important to learn when the moment is fresh enabling continual improvement to take place. Through correctly scoped systems of engagement such as mobile technology via SMS or in branch kiosks or even handsets at service desks can all capture the customers emotions when it is fresh. These can even be escalated in real time.

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