Qmatic and GMT partner to improve customer experience in branch

Qmatic and GMT Corporation have announced a partnership that will provide a holistic view of service delivery and efficiency in face-to-face service environments. This partnership will improve the customer experience in bank branches, hospitals, retail outlets and governmental departments that provide face-to-face service.

No more rear-view-mirror approach

Historically, improving branch service effectiveness was largely a rear-view-mirror exercise, analysing prior events in an attempt to improve future service delivery. Store staffing was an exercise largely based on the number of transactions conducted and not necessarily grounded in the actual number of visitors to a branch. Customers who waited in a queue longer than they desired would sometimes abandon the queue, which meant the total number of visitors to a branch — as opposed to those who remained to conduct a transaction — was not factored into the branch’s capacity model or staffing plan. The result is under-served customers, poor customer service and declining customer satisfaction.

The innovative combination of Qmatic’s Customer Flow Management and GMT’s workforce optimisation solutions will provide organisations with real-time visibility into branch office efficiency, including staffing, queue wait times and branch traffic. This will enable an organisation to make rapid adjustments to ensure its sales and service targets are consistently met. The result is improved branch sales and service performance and superior customer service.

Simon Angove

“The partnership with GMT offers new opportunities as well as better service for our clients and their customers. CFM enables branch managers to meet centrally set targets with regard to waiting times and service times. The joint offering with GMT takes CFM to new levels. It will enable our clients to better optimise and utilise their personnel resources, whilst having a complete and holistic overview of their service situation throughout a whole network of branches simultaneously,” said Michael Hallén, Chief Executive Officer of Qmatic Group.

Direct effect on the bottom line

“The quality and effectiveness of branch service delivery is directly proportional to the number of skilled staff available to meet the expected customer demand in the branch,” explained Simon Angove, Chief Executive Officer of GMT. “GMT’s partnership with Qmatic is a new approach that delivers real-time service intelligence to branch and regional managers to help them provide better service to their customers when it’s needed most. The result is a more effective store operation and more satisfied customers. For example, in today’s intensely competitive banking market, satisfied customers have a direct effect on the bottom line.”

23 Mar 2011 - Filed under Archived Content , GMT