SMART Customer Journey Management
Optimize visitor flows

Queue Management

Efficient queue management to optimize customer satisfaction

SMART CJM Queue Management organizes queues based on customer concerns, employee competencies, and resource availability, and adapts to the current needs. The intelligent and easy-to-install solution provides an effective overview of the current queue situation and organizes the service environment. Visitors are assigned to the respective employee with the right competence, waiting numbers are intelligently forwarded or withheld and an overview of the current queue situation facilitates the central handling of the service environment.

Afterwards, consultations can be specified internally and provided with comments via a comment field. The integrated emergency management with emergency call function of the client module increases security throughout the service point. During the waiting period, the customer is entertained by mutli media content displayed by the monitors like texts, pictures, videos and other important information. The result is a significantly improved flow of information, feeling shorter waiting times and happier customers throughout the process.

The advantages at a glance:

  • Configuring call order based on customer concerns, employee competence, and availability of resources
  • Calling the next visitor from their own competence area and overview of the queue situation
  • Forwarding or deferring of waiting numbers and related visitors
  • Subsequent specification of the advice
  • Triggering an emergency call
  • Configurable range of functions


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