How Mobile Workforce Solutions Started a Great Journey

How Mobile Workforce Solutions Started a Great Journey

Sven-Olof Husmark |December 10 2015 5 min

Read this story about how Qmatic Orchestra 6 mobile workforce solutions keep a bank employee and his customer connected, efficient, productive, and delighted.

How Mobile Workforce Solutions Started a Great JourneyOn an average, Saturday not so long ago, Nick and Julia were planning a big trip. On this particular Saturday, the husband and wife were heading out separately to take care of a few last errands before their departure. Their plan was to meet for lunch to discuss what they’d learned. Julia was going to the bank to talk with a specialist about readying their accounts for overseas travel. Nick was headed to the big box electronics store to buy a digital camera.

Julia got to the restaurant as planned, having accomplished her task. Despite a long line in the bank branch, she was able to check in right away and in a relatively short time, had met with an informed financial advisor who had the answers and resources she needed. She even collected some information about international currency conversion while she was waiting her turn.

At noon, Nick was still at the store. After wandering around for a while trying to find the camera department, he found the Customer Service desk. They pointed him in the right direction but couldn’t answer his questions. In the camera department, he finally found someone knowledgeable about cameras, but by then people were snaked through layers of queue lines. Frustrated and unsure how long it would take to check out, he called Julia to postpone their lunch date.

_____

Back at the bank, the financial specialist who met with Julia also saw five other customers during Saturday morning branch hours. Before meeting with them, he was given information about what they needed so he could be prepared to serve their needs. His morning was efficient, pleasant and highly productive.

In the big box store, the camera salesperson spent much of the morning wandering the shop floor, looking for someone who needed help with a camera so she could make her sales quota.

Information creates a positive customer journey and productive employees.

The differences between the bank and the electronics store – productivity, efficiency, a feeling of satisfaction and accomplishment – come down to the quality of information flowing across the operations. In the bank, the staff had the tools to maintain central control of the customer’s experience and a defined process for to handle customers when they visit any one of the branch locations.

Mobile workforce solutions from Qmatic

With user-friendly mobile technology in place, the bank employee was connected in every way possible with customers like Julia. The mobile workforce solution component of Qmatic Orchestra 6 streamlines online and on-site interactions with features including:

  • Alerts and notifications sent directly to mobile devices
  • Full visibility of the service situation (number of people in line, what they need, etc.)
  • The ability for customers to check in via mobile, providing tight control of the queuing situation and pre-matching customers with the appropriate expert on staff
  • Inform staff about the next customer via context marketing messages
  • Post-service, on-site invitation for customers to rate service, producing customer satisfaction and NPS data

With the Qmatic mobile Customer Journey Management solution in place, Julia and her bank advisor were able to share and accomplish a task efficiently. For Julia, it created a delightful experience with the bank, and a chance to make it to a lunch date on time. For the banker, it produced a sense of accomplishment and job satisfaction. And for the bank itself, keeping everyone informed and connected resulted in employee and customer loyalty over the long term.

Equipping your team with workforce mobility tools is like giving them the map and the car. They have everything they need to drive success for the organization and to do it in a way that delights everyone they encounter along the journey.

SIGN UP TO STAY INFORMED

Sven-Olof Husmark

Sven-Olof Husmark

Vice President & Chief Marketing Officer, 2013-2017.

Stay updated

Stay updated on thoughts, facts, and knowledge!

Subscribe