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Panasonic India Pvt Ltd
Description
Signage Compatible Queue Management System
About the Customer:
Panasonic is a global leader in consumer electronics, operating in 20 countries and known for its high-quality, innovative products. The company embarked on a digital transformation journey to enhance its customer service experience.
Summary:
Panasonic's Queue Management System represents a significant advancement in the company's digital transformation efforts. By leveraging technology to streamline customer interactions and service delivery, Panasonic not only improved customer satisfaction but also established a new benchmark in digital customer service within the consumer electronics industry.
Challenge
Business Challenge:
- The traditional customer service model was time-consuming and required significant manpower.
- Panasonic needed a streamlined, efficient, and user-friendly system for managing customer queues and service requests.
Solutions
Solution Delivered:
- Developed a comprehensive, user-friendly Queue Management System (QMS) for efficient visitor management.
- Integrated features for online appointment booking, real-time wait time predictions, and digital signage engagement.
- Implemented a robust user management system for handling multiple user roles and a sophisticated token management system for queue handling.
- Enabled real-time data handling and analysis for accurate wait time predictions and comprehensive reporting.
- Provided high levels of customization, including pre-defined templates and composite views for various services.
Impact
Impact Created:
- Enhanced customer satisfaction by reducing wait times and improving the overall queuing experience.
- Streamlined visitor flow, leading to improved process efficiency and operational effectiveness.
- Utilized real-time data for performance insights, enabling informed decision-making and continuous improvement.
- Engaged waiting customers through digital means, including smart notifications and digital signage.
- Offered customization and flexibility to meet diverse customer and branch needs.
Portfolio