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!
Systems implemented around the world
The number of Customer Journey we support every year
Years of Experience
And a lot more..
Convenient staff apps helps you to provide a more personalized service, instant data share with your staffs, increase employee mobility and optimize your resources.
Integrated software, self-service kiosks and signage to reduce customer wait times, improve efficiency and increase revenues.
Appointment booking solution scheduling software ensures the appointment is an overall positive experience. E.g. Matching each visitors with the most relevant member of staffs
Enable you to put the collected data for good use. You can streamline your processes and refine the Customer Journey by using the simplified advanced analytics and business intelligence.
Design Customer Journeys in our Cloud Solution. Bridge the gap between the online and physical world and deliver personal and seamless experiences.
Allow your customers to wait anywhere and provide real-time updates about the status of their wait. Reduce their perceived wait time and increase your productivity.
Combine content and context to engage your customers. Communicate messages on the most relevant surface.
Align real-time feedback with actual, measurable operations data that drives operational improvements in your organization.
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.
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
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.
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.
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.
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.