Connecting People to Service

An MSC Company with Innovative Customer Journey Solution, Smart Queue Management, User Friendly Apps, Software and Hardware

Select your Industry

Healthcare

Improve patient care quality and reduce costs

Public

Improve service delivery and create efficiency

Finance

Provide personalised and efficient service

Retail

Boost sales, satisfaction and loyalty

The right Queue Management Solution is part of delighting customers. We offer solutions for any size of organization, covering basic as well as complex integration works.

The right message in the right place improves visitor and staff experience. Our Displays and Digital Signage products make it possible to always offer relevant information to your visitors.

Looking to improve Customer Experience? Let the customer help out.

About Us

Welcome to Maskavia

Maskavia Sdn Bhd and its subsidiary Qmatic (M) Sdn Bhd specializes in Customer Experience Solution. The result is happier customers and staff which benefits the organization through increased Sales and Cost Efficiency. We manage Customer Flows from initial contact to final service delivery. We make Waiting worthwhile. We offer a Platform for information to be disseminated through Multi Media Electronic Devices. We make customers better informed hence, increase customers’ satisfaction levels. The quality of your Customer Journey impacts every part of your business. Qmatic engineers integrated Software, Hardware and Analytics Solutions that create remarkable experiences from the first point of engagement and keep your people in GO!

65K
SYSTEMS

Systems implemented around the world

2B
Customer JOURNEYS

The number of Customer Journey we support every year

36

Years of Experience


And a lot more..

Explore Our Solution

Choose Your Own Customer Journey

Connect every step Online and Onsite to keep your World in GO.

We can help you create The Perfect Customer Journey

Working Process

How does Customer Journey Management work?

Pre-Arrival

CJM can start before the customers physically visit the shop, bank, hospital or service center. By implementing appointment solutions that enables customers to book an appointment before arrival and later use mobile solutions such as Mobile Ticket to queue virtually, you can eliminate the pain of waiting and provide a positive impact on the customer’s service experience.

Arrival

On arrival, customers need to be placed in an appropriate queue. Customer Journey Management stresses the possibility of segmenting the customers in different queues if appropriate, rather than entering all customers in the same queue

Waiting

After arrival and queue entry most customers will endure a period of waiting. A balanced and controlled waiting period is the optimal result for a manager. No one wants to have a completely empty waiting area, as it would most likely mean you are overstaffed. CJM can help managers get the balance just right by improving staff planning and by adding more flexibility to the processes.

Serving

If the service provider chooses to identify the customers as soon as they enter the queue, then the staff calling the customer forward can start preparations before the customer arrives at the service point.

Post-Serving

After a customer has been served, staff closes the transaction and relevant data – like wait-time and transaction time – are recorded. If required, a case handling function can continue to manage the case throughout its lifetime, from the time it is created, signed over to different advisors or different departments and until the case is closed. Each step is documented and processed.

Managing

When data from the journey process is gathered and stored managers can, at any point in time, use that data to evaluate the current processes. Reports can be generated on employee/customer interactions, service times and customer wait times.

Case Studies

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    Contact Info

    Address:

    D6-1-3, Bangunan Perdagangan D6,801, Jalan Sentul Timur, 51000 Kuala Lumpur

    Contact:

    +6 03 2773 4079
    +6 03 2773 4080