Albury City Council has successfully deployed Q-Flow Queue Management software from NEXA.
Albury City Council put customer service at the heart of everything they do.
Having such high values, Albury City Council needed a solution to manage their customers’ visits in order that they had visibility of the customer visit experience. Following a review, a number of meetings and presentations, NEXA was chosen to provide their Q-Flow Queue Management software.
Q-Flow is an advanced Queue Management and Customer Interaction solution that offers a range of benefits to service organisations.
Utilising the latest web and distributed computing technologies and equipped with easy-to-use administration tools, the result is a product with extreme flexibility and scalability.
Q-Flow offers open web architecture, based on widely used standards, enabling greater flexibility and more intelligent applications than any other QMS. Offering a significant upgrade to standard queue management systems, Q-Flow enables measurement of front and back office work and procedures. It also monitors the full customer service experience, offering Albury City Council management visibility of the customer experience.
Working to extremely tight timescales, NEXA and Albury City Council managed the rollout within four weeks.
Q-Flow is already delivering many benefits for Albury City Council, providing greater visibility into customer wait times and staff performance, and greater transparency of operations and customer service metrics.
Donna Evans of Albury City Council said “Albury City Council undertook a comprehensive review of the queue management market. Having completed our review, we agreed that NEXA and the Q-Flow solution best met our needs of providing quality customer service to our clients and the ability to capture data on our services provided.
Having completed the rollout of Q-Flow, Albury City Council can now track customer flow and identify customer needs, using Q-Flow also allows staff training and rostering to be focused on the services that our customers require.
The project has been delivered on time and within budget, helped by the team at Albury City Council and their commitment to the project.