1. Appointment Management solution in Public

2. In the customer journey, what if you could...?
Balance workload
Minimize queues and on site waiting
Enhance access to service
Match skills with customer expectations
Improve use of the facilities and resources
Improve the customer experience
Improve resources utilization by 25%

3. What is the challenge today?
Unevenly balanced workload – peaks and low traffic
Congestion and frustrated customers
Excess staff and non-optimized resource utilization
Customer Journey far from seamless through channels
Limited access to expert staff

4. Why are these challenges difficult to fix?
Hard to control arrival pattern of customers
Costly to allocate staff based on customer peak traffic
The Customer Journey not defined and managed through all channels
Limited options in matching customer need and staff skills

5. Why are current appointment solutions insufficient?
Appointment seen as an end point – not a starting point of the customer journey
Not integrated with the in-branch's total customer journey
Stand alone solutions, proprietary and confined SW

6. Online Appointment Solutions
Qmatic’s approach:
Online Appointment Solutions
Staff
Orchestra Platform – Online Appointment
Online booking
Web based
Enterprise
Seamless integration to CRM/Calendar
Cloud enabled
Modularised
Intro kiosk - Check in solution
8” to 17” touch modern and robust
Card reader/scanner
Touch or button
Windows/Linux
Self Check-in
CRM

7. Qmatic Online appointment makes a difference
Appointment solution is the starting point
Customers self-administer appointments
Fully upgradeable and expandable; multi-branch, multi-department
Centralized administration management
Integration with CRM system
Positive customer and staff experience

8. Qmatic Online Appointment Management delivers
Eliminates
Delivers
Congestion
Quick & easy access
Peak work load constraints
Optimized resource allocation
High operating cost
Efficiency
Frustrated customers
Improved customer experience

9. Why Qmatic?
We are the world’s largest supplier of Customer Experience Management solutions for the face-to-face meeting
We have global presence, expertise and references
We have been in the Customer Experience business for more than 30 years.
We provide the glue between the online and physical world to allow you to provide seamless and personalized customer journeys.
We provide a full range of products all the way up to large scale enterprise solutions spanning many branches and countries.
Our solutions are on-premise, off-premise, mobile or cloud

10. Client references – a selection
Nottingham City Council, Nottingham, UK
California Department of Motor Vehicle, California, US
Moscow tax Office, Moscow, Russia
Shanghai Labour Bureau Social Security, Shanghai, China
Kuwait University, Kuwait City, Kuwait
SAT – Tax Office – Mexico City, Mexico
Swedish Police Department, Gothenburg, Sweden
British Embassy, Dubai, UAE
Estonian Police and Migration Board, Estonia
Brisbane City Council, Brisbane, Austrialia
Public clients in general

11. Estonian Police and Migration Board
Fully integrated online appointment system and queue management system
Qmatic Orchestra with central management
Scope of installation:12 branches
Key scenario / use case:
On the web: Go to the webpage - Choose service - Choose branch – Choose date - Collecting personal data - Confirm booking/ send out confirmation / confirmation includes 6 digit code or QR code.
In the branch: confirm arrival/ use 6 digit code or scan QR code - Service after calling
Results/values
Booking usage around 95%
35% more served customers
Time saving per customer transaction
Improvement in staff planning/management
Public clients in general

12. What are your current aspirations?
Expand customer reach
Reduce cost of frontline staff
Expand customer reach and create a seamless customer journey to improve customer experience
Create an outstanding customer experience from first touch point, booking appointment online/mobile, through the “onsite” journey across all department and branches.

13. Next steps – getting started
Investigate current situation
Determine aspiration level
Create roadmap to transforming the customer journey
Design optimal process and solution

14. Thank you!