From waiting in line to a guided customer journey.
An ORIGAMI approach for connecting mobile queue entry, service priorities and branch performance.
CASE OVERVIEW
THE CHALLENGE
Branch teams need a consistent way to apply service priorities, prepare for arriving customers and understand queue pressure across counters.
THE SOLUTION
The page describes an approach in which ORIGAMI can connect QR-based queue entry, customer category and service selection, configurable counter priorities and an agent workspace. Customers can submit documents before reaching the counter. Supervisors can review waiting times, service times and workload, with a connection to an existing quality-management system.
CAPABILITIES USED
The connected capabilities in view.
QR-based queue entry
Customer category and service selection
Configurable counter priorities
Agent workspace
Document submission before reaching the counter
Supervisor review of waiting times, service times and workload
Connection to an existing quality-management system