Safer customer journey management

Keeping People Connected to Services

Providing the Best Tools and Solutions for Connecting people to services is at the heart of what we do. Due to the COVID-19 outbreak, we are all facing new situations in our everyday lives. Social Distancing and meticulous hand hygiene have become an important rule to live by. What we do know is that the need for people to get connected to Services remains. People with medical conditions will need regular check-ups. Driver's licenses and official documents still need to be collected in person. Pharmacies need to be visited to purchase medicine, consultation etc.

Be a Part of the Solution

Sooner or later we will all end up in a situation where the only alternative is getting served face to face. Services must always remain available. Visitors and staff should feel as comfortable as possible during the process. These days its harder to achieve compared to a few months ago. The situation cannot be changed but we can assist you to adapt. Below you'll find a few solutions that can make a huge difference for your visitors, staff and your organization. These solution can make a small contribution in solving the current situation we are in. This also will get you prepared for your visitors changing behavior once things goes back to normal.


Start with the Basics
Keep Check-in Kiosks Clean

Clean the screens of your self check-in kiosks frequently. It's a quick and simple action to be taken in order to reduce the risk of the virus spreading.

Read more for instructions on how to clean the screens on our self check-in kiosks.

Read more

Appointments by Booking

Changing to appointment only can significantly reduce and eliminate the crowd in your waiting area. With Qmatic Orchestra Appointment Manager you can establish future and same-day appointments.
Available appointments can be booked easily either by call center staff, face to face onsite, self-service via a mobile-friendly web interface or a combination of the three.


Mobile Ticket

As a Browser-Based Solution, the Mobile Ticket is available for everyone with a smartphone. Taking a mobile ticket is as easy as scanning a QR Code. By pasting the QR Code at the entrance, you make it possible for visitors to take their ticket without even entering your premises. A visitor may then wait in for example his or her car comfortably monitoring queue progress. That way a visitor may wait until just a couple of numbers remain to be served before entering the waiting area.

Calling Visitors using Mobile Devices

Connect Agent is an Orchestra App that turns a smartphone or tablet both into a Counter and a Signage for calling visitors. This functionality make it easy for staff to leave premises to call visitors waiting outside. It also eliminates the need for service by a counter. Your staff can either provide service immediately or guide the visitors to the designated service area.


Staff Assisted Check-in and Appointment Booking

Keep a safe distance and an empty waiting area while greeting and serving visitors. Orchestra’s Concierge Functions runs on a PC or Tablet. This makes it easy to have staff greeting and serving visitors even outside the waiting area. With Concierge, it’s possible to check in visitors, with or without a pre-booked appointment. It is also possible to book appointments, distribute mobile tickets and register phone numbers for messaging purposes.

Stay in Touch using Messaging Services

Some of our applications offer the Text Messaging Functions to visitors. For Appointment Bookings, a reminder will be sent via text messaging for the appointment. When using Mobile Ticket, a message will be sent when the visitor is coming close to be served (i.e. there are only X numbers remaining to be served before it's the visitor's turn). In times of uncertainty and possible discomfort, text messages can also be used to convey information about things such as what will happen during the visit, hygiene routines on premise, when to enter, etc.


Keep Track on Queue Status

By implementing Mobile Ticket, your waiting area will become close to empty. But nevertheless you may have lots of visitors waiting off site. With an Operations Panel enabled, you get Real-Time Status at a glance allowing you to match staffing with number of visitors. You can even set service thresholds for e.g. maximum wait times. Then as a threshold is passed, messaging services can be used to notify staff about the situation.


Stay Safe and Improve - Ask your Visitors

Are the cleanliness and hygiene acceptable during the visit? Did the visitor feel comfortable during service? Was check-in, ticketing, etc. smooth? Answers to these questions can be a great help in improving Customer Experience. We can provide functionality for sending a text message with a link to a customized feedback form. This way visitors can give feedback and evaluate their visit even after leaving your premises.

To learn more about how your Orchestra Solution can be tailored to support Safe Customer Journeys, please contact your Maskavia Representative.