February 21, 2013
Stock-on-Tees Borough Council Installs Qmatic Customer Flow Management
By Shankar Pandiath
The Stock-on-Tees Borough Council recently installed advanced Qmatic customer flow management into its system, to help implement an Access to Services strategy, which has already been deployed in three stages across three major regions of the Borough – Bellingham, Stockton and Thornaby.
With Qmatic customer flow management, the Borough reported achieving 93 percent customer satisfaction in light of this new implementation.
A study of different advisory panels within the borough reported 23 distinct customer reception points across the Stock-on-Tee Borough Council. The aim of this analysis was to reduce the total number of customer access points in the council, making it even easier for customers to directly contact the service department they require, without passing through other irrelevant touch points.
According to a survey on customer satisfaction pertaining to the Stockton’s customer flow system, almost 93 percent of the total customers scored a surprising 9/10 or 10/10 rating for customer satisfaction.
Council consolidation services in the Borough started in Thornaby, beginning with a new customer care center that incorporates a cash office and four customer service desks. The customer flow management system from Qmatic, Qmatic Suite, was installed by the council to simplify the transitions between customers entering the service center, to meeting a customer advisor.
Followed by huge success in the first phase, a much larger customer service center was built in Stockton town, which incorporated six different council information services that were earlier situated across other offices within the borough.
The Qmatic customer flow management system offers a wide range of reporting and back-office functions, enabling Stockton-on-Tees Borough Council to efficiently plan and allocate resources. The MIS included in the Qmatic system offers important data, including peak time for visitors, total number of visitors, nature of inquiries, and their average wait time.
This enables the borough to accurately forecast when the back-office resources need to be brought to the front office to efficiently meet growing visitor needs.
Alternately, the council also has multi-skilled its employees to enable them to shift from back office to front office to meet these increasing customer demands.
Other additional services have also been incorporated into customer service centers such as Qmatic system and private housing association, which enables the borough council to add these in a relatively easier manner. The high degree of flexibility enables the council to scale up the core customer services, without having to completely reconfigure the customer flow system.
As stated by David Anthony, chief executive officer for Qmatic UK, Qmatic solutions have successfully worked with different local councils in enabling them to consolidate and enhance customer services. This comes with a benefit to the customers since it offers a one-stop solution for different council services, while guaranteeing economies of scale to the borough.
Edited by Braden Becker