Innovation

Queue Management System

Today, customers are in power and business success is based on how well companies can meet their growing demands and expectations. Customers have many choices and it is critical to make their experiences as simple, consistent, and relevant as possible as they make their journey. Chimera believes that by delivering exceptional customer experiences, companies can acquire new customers, retain existing customers, and improve efficiency. Queue Management Solutions (or KIOSKS, as we call them) are a step in that direction.

What are Queue Management Solutions?

The QMS Kiosk is a self service station that the customer interacts with. An LCD display on it displays the different service classes offered by the customer service. Based on his/her objective of visit, the customer touches the option on the screen. A Queue receipt with the queue number along with date, time and organization details is printed out. The kiosk uses a very fast thermal printer with a guillotine cutter.

The real power of the QMS is its deeply ingrained analytics capabilities. It enables the business to have real-time knowledge of the types of customers walking in, waiting times, time required to deliver the service etc which in turn can help the leadership take better decisions on staffing, process efficiency and workflows. The system is designed to work Offline, though it is a centralized, web enabled solution to help the braches to seamlessly streamline the customer services across different locations.

Business Benefits

Benefits of the QMS can be broken down into benefits for Customers and the Business

Customers

  • Reduced waiting times, clear visibility on duration of waiting times
  • More efficient service standards resulting in higher levels of customer satisfaction
  • Individualized Attention and Customized services for customers
  • More secured way of transactions at the counters

Business

  • Lower levels of stress for staff with more streamlined management of queues
  • Dashboard and analytics enable better visibility of process efficiency
  • Ability to reallocate resources based on real-time data on the day
  • Ability to recognize and extend higher levels of service to more important customers
  • Analytics capabilities help the organization to take decisions on the Capex and Workforce planning
Areas of Application
  • Banks & NBFCs are having the highest footfall across the branches and with multi services offerings, streamlining the Customer Service is the need of the hour
  • Hospitals need robust QMS systems to ensure patients have the least possible inconvenience while waiting for medical attention
  • Service Centers have several customers walking in seeking different kinds of solutions; it is important to identify and allocate the right resources to the right kind of customer
  • Retail Outlets around the world are attempting to differentiate based on customer experience; the QMS can also function as an information kiosk to enhance the overall retail experience
Client Testimonials

Their unconventional way of thinking has helped Orange solve several practical issues in the most efficient ways

Tom Clarke, Head of Connectivity Management Solutions,

Orange Business Service

We have been engaged with Chimera since 2008 and overall we have had a great customer experience! The support, flexibility and speed of response from team were exceptional.

Joanie Olivier, Executive Partner,

Iconitel Consulting Services Inc.

The professional relationship with Chimera has been beyond our expectations. I would like to congratulate you on your levels of customer service, as your support team are always quick to respond, and expertise.

Reinaldo. A. carvalho, CTO,

Phoenix Kiosk

Our entire experience with Chimera has been very positive and we are privileged to work with such an outstanding group of professionals

John Toman, Partner,

Acelo Solutions Inc.