ACF helped the council resolve their queuing challenges by combining people, processes, and technology. ACF’s deep understanding of queue management meant they could point the Council towards the right tools to help their teams do the job, install the correct hardware – including kiosks, tickets, and signage – and ensure that all team members could make the best use of this technology to manage queues more efficiently.
We achieved:
Realistic customer expectations are set early on.
Customers can see their waiting time progress, which reduces frustrations.
Average wait time for customers has been reduced.
An increased number of customers are able to be served each day.
Increased overall customer satisfaction.
The management team is able to gain valuable insights using their reporting capabilities.
The unified case management system also allows them to track and route customers easily.
Staff engagement and performance has also increased across the service centre
See an overview as well as individual details about all waiting customers and the services they came in for.
View waiting times for each customer – live!
Know when and if it’s necessary to take action in order to improve the experience, and be able to prioritize action for customers that have been waiting a long time.
Be able to call customers forward with a single click, because the system automatically prioritizes the order of waiting customers.