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Customer Flow Management
What is the reason for bad customer experience?
Which queue should I stand in? Who is the last in the queue? How long I have to wait? If I do not stand here, will I lose my queue? Why does the customer who came after stands before me? How much time is left? These are the questions that the customer faces in the unorganized physical queue.
The total lack of time in the 21st century deepens this issue further. It is increasingly important for solvent customers to get efficient service in a shorter amount of time.
These are the obstacles that can be easily overcome with our Customer flow management system.
How does QMATIC work?
As soon as the customer enters the service center, he/she receives a queue ticket, after which waits comfortably for an assigned number to be displayed on the information board.
Customers can also book their appointments remotely (via web site, call center, Facebook). Thereafter, upon arrival at the Service Center, he/she will receive the priority ticket and get the service from the first available operator.
QMATIC automatically resolves all the problems occurring during the physical queue so the customer won't have to deal with them.
More than just queue management
QMATIC system automatically collects data such as ticket printing time, ticket call time, service duration, information about specific operator efficiency, etc.
These simple statistics create powerful reports that the service provider did not have up until installing the queue management system.
Data contain the following information:
- Number of users lost due to unorganized queue (ticket printed but customer didn’t show up);
- The number of users in a particular time of day, week or month;
- The number of operators needed to get the optimal waiting time and the right payroll costs;
- Information about specific operators workload;
- Number of operators that need to be assigned to a particular service;
- Information about the necessity of adding an additional service channel;
- Average customer waiting time;
- The average rate of specific service or service life;
- The need to raise qualifications towards a particular employee;
This type of reporting empowers fact-based solutions and improves service quality.
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Qmatic's premium partner in Georgia
NGT Group is the first company to introduce queue management systems in Georgia 13 years ago. Despite the skeptical attitude at the beginning, the queue management system became the standard of modern customer service.
QMATIC has been successfully implemented in: all of the Georgian banks, insurance companies, government organizations, numerous clinics, and hospitals. Every year, QMATIC prints more than 50 million tickets in 650 different service centers across 25 Georgian cities.
NGT Group holds QMATIC’s highest, Premiere Solution Partner status and is in the top 5 among 120 distributors worldwide.
Our success, coupled with a strong manufacturer, is driven by a team of professional technical engineers. They handle more than 7,000 incidents throughout the year, within average 60 minutes per case and operate at all service centers located in Georgia.
The world's best queue management system
QMATIC is a Swedish company that has developed the world’s first queue management system 35 years ago. QMATIC is still number one in this field and is 30 times bigger than its largest competitor. The system has 85,000 service centers across 125 countries, with 2.5 billion system users per year.
Despite the global outsourcing trend in China, QMATIC products are manufactured directly in Sweden, leading to their superior quality, stability, and durability (7-10 years).
QMATIC has very rich and comprehensive software functionality, which has been in development over the past 35 years. There is no business process or operational model that’s not considered in the QMATIC functionality.
Consequently, the company that chooses QMATIC gains experience gathered throughout the years from the very first day of service.