SmartQMAN Advance

KEY STRENGTHS:

The premium features in the Advance package bring many benefits to a customer's branch network:

• Queue tickets can be booked through the website or by SMS,
• Customer recognition: priority tickets can be issued using a magnetic card, fingerprint, barcode or QR code.
• Service quality rating: staff KPIs and customer service quality.
• Wireless devices with a high standard of industrial design.
• Media playback driven by scheduled scripts: effective communication.
• Multi-dimensional transaction reports: effective management.
• Information kiosk: customers can interact and look up information themselves.

SUITABLE FOR:

➩ Organisations with a network of stores (or branches, or customer service centres) spread across many districts, many provinces or many countries.

SYSTEM SCALE:

➩ Can be deployed with cross-border connectivity

MAIN FEATURES:

The Advance package is a premium queue management system, with the best equipment models and the most complete feature set. It meets the most specific needs of the organisation using it.

Infrared touch technology:

Infrared touch technology works by arranging an infrared grid around the edge of the screen rather than sensing directly on the surface as other technologies do (capacitive or resistive touch).

The touch surface can therefore be made of tempered glass, which brings several advantages:

• High mechanical durability, suitable for public installations
• Customers can use it wearing gloves, and it is unaffected by weather
• Sensitivity and interaction resolution well matched to real-world use

Wireless connectivity:

All other system devices use models that operate over wireless links:

• Wireless counter display: SDM1632W
• Wireless counter call keypad: qDroid, SCU-2W
• SmartScreen central display with a Wi-Fi Network Media Player

Multimedia playback:

Counter displays and central displays built on LCD panels show queue information and can also play media on a preset schedule (scheduled scripts), which allows you to:

• Run effective communication campaigns
• Show varied content: text, media, websites,
• Display announcements and welcome messages

Multiple languages:

At international branches the multilingual capability stands out:

• The language is chosen at the moment the ticket is taken
• The printed ticket, the on-screen information and the spoken call all follow the chosen language
• One system can be configured as bilingual, for example Vietnamese–English, Vietnamese–Chinese or French–English
• Languages available now: Vietnamese, Chinese, English, French, Italian;
• Other languages can be added on request.

Zoning by reception area:

In large systems where the reception process spreads over a wide area, zoning by physical location matters a great deal: it keeps information accurate and to the point.

• Audio calls per zone: customers do not have to listen to calls for another area;
• Screen calls per zone: customers do not have to read calls for another area;
• The display can be split for more effective presentation;

Customer recognition and priority tickets:

• The system can recognise special and priority (VIP) customers through a priority card (magnetic card or RFID card).
• Priority service can also be triggered by other devices such as barcode, fingerprint or QR code readers.
• For a priority customer the system issues a priority ticket, and priority transactions are served ahead of ordinary ones.

Booking a ticket by SMS or through the website:

Tickets and appointments can be booked through the website or through an SMS gateway

• Customers do not have to wait on site
• Customers can make better use of their waiting time
• The waiting area is used more efficiently

Service quality assessment:

Customers can rate the service a staff member gave them on a touch voting keypad (vDroid).

• Ratings are tied precisely to a single transaction: the date and time, the branch or store, and the teller who handled it;
• For low scores the interface can open a detailed form asking exactly what went wrong;
• Ratings are collected centrally, so managers can act promptly and correctly to improve service quality;

Statistics, reporting and data backup:

• Statistical reports support better management: assessment of staff at each counter or desk; waiting time and service time per transaction; accurate KPI scoring for tellers.
• The statistics make teller KPI scoring more accurate.
• Reports can be presented as text or as charts.
• Report data can be exported over the LAN or the internet, so reports are easy to read remotely.
• Automatic periodic backup: data can be retained up to the capacity of the hard disk without affecting the system's real-time speed.

INTEGRATION WITH OTHER SYSTEMS:

We have been developing SmartQMAN since 2005, continuously adding new features and new models and folding new technology into the product.

Because we own the source code and the underlying technology, we are able to integrate this solution with a customer's other information systems, creating combined systems of greater value.