All our solutions are based on our methodology CFI (customer flow information), the idea is to increase productivity and profitability, improving customer experience and staff.
CFI generates data and ideas that drive the improvement of the operation. Greeting customers is of course the most important function of CFI
The success of the CFI (customer flow information) in six steps
Step 1-Pre-Arrival / Quote
If can begin to assist custumers before their arrival to the store, bank, hospital or public service. For example: booking an appointment, or to book your place in line by a smartphone application that allows you to know which is the nearest branch and how many people are waiting .This reduces dedicated client waiting time and has a positive impact on customer experience. For the service provider, can be a tool to control and direct the flow of customers during off-peak hours of the time less busy day. It can also be a powerfultool providing data prior to the visit required for the provider service provider to the most appropriate staff and provide better customer service.
Step 2-Check
Upon arrival, it is important to know what services customers require. This is crucial as it lies in the foundation for the entire flow path or travel made by the client. If you know what customers want, you can start planning the service delivery process. Selecting services that allows you to meet and greet , a receptionist or a car service. CFI offers the possibility of segment customers. Customers with more complex service requirements that require a long time can be handled separately. This reduces the risk of “blocking” other clients with a negative impact on their service experience. VIP Customers could, for example, be segmented and placed in the front row. In a world where service providers strive to create greater loyalty among its valued customers, this represents an interesting opportunity. Customer within the institution properly orients and flow control is performed according to the type of customer and need. The objectives obtained are :
• identify the customer, using their cards, account numbers, and / or biometric devices.
• identify their needs and orient
• Communicate to your customers what your institution requires
Step 3-Wait
After arrival, most clients have to wait. This step probably has the greatest risk of a negative impact on the customer service experience. A customer perceived waiting time is usually not satisfied with the service. With CFI the customer has the opportunity to sit, relax and watch entertainment or informational content in waiting , this will make the wait seem shorter than it really is.
The objectives are obtained:
• Quickly we direct your customers to the available position.
• We send advertising or communications tailored to their needs, and informational messages
• We adjust the information in the media with the profile of customers waiting.
•Ease congestion in lines and waiting areas, creating a comfortable environment
Step 4 – Service
Once a correct identification has been performed on arrival, customers will be served with the appropriate staff to serve. Customers receive the best possible support and service provider offering a high quality service in an efficient manner. Also the staff can begin preparations before the customer arrives to the service point. You can retrieve the customer record in your computer screen and view previous visit, what they saw and why, how long their awaiting time , etc,. Alert mechanisms provide administrators the ability to take action if time thresholds are exceeded in service levels provided
The objectives are obtained:
• Customize the customer’s attention
• Greet Customer segmentation, or timeout or any assigned priority.
• Measure service levels.
• Send alarms and alerts in case of exceeding the thresholds established service levels.
• Managing the flow of customers
• Opportunities to improve cross-selling.
• Increased conversion rates of leads
• Provide a profile of the service needs of customers and trends in service requirements.
Optimize the workforce increasing attention span
Step 5 – Review
After a customer has been served, it is relevant to the client to know their level of satisfaction. This can be done after the transaction is closed and will not affect the waiting time for other clients. The information provides the perception of the service that the client just received and highlights areas for improvement. It can also improve the customer service experience if they feel they have the opportunity to be heard.
Step 6 – Administration and Supervision
Managers may, at any time, use data from the CFI process to evaluate their performance and take necessary actions. This is accomplished using the data in real time on a Dashboard, containing topics such as hours of care, waiting times, customer and number of customers waiting
The objectives are obtained:
• Monitor services and behavior in the institution at the local, regional or national level through the Dashboard
• Generate reports for further analysis.
• We provide remote monitoring tools
• Comparisons of branches, regions, and care staff
• Historical and online information.
• Real Information where and when you need it.