Reporting - The in-depth reporting functionality provides the ability to:
Track all non-teller transactions that take place in the branch.
Provide insight to what products and services are being provided on an hourly basis and at a branch-by-branch level.
Track the total amount of time individual customer service representatives spends in each transaction.
Help analyze and optimize branch staffing levels based on historical transaction trends.
Identify key service gaps at each branch.
Personalized Reports provided to each branch service representative allow them to track their own progress and plan accordingly.
Touch screen Kiosk Interface - Allows customers to sign themselves into the system and choose the services they need from a check list, replacing sign-in sheet, providing branch staff with insight into the transaction prior to meeting with the customer. This facilitates cross selling opportunities, and assures appropriate customer service.
Advanced Alerting and Notifications - Electronic notifications to staff when customers enter the virtual queue, Alerts sent to staff when customers have been waiting for a designated time period, notify supervisors of idle customer service representatives; helps ensure speedy transaction times.
Checklists and Customer Forwarding - Checklists help ensure each transaction is completed accurately and completely by listing each transactional step, Forwarding allows customers to be sent to different representatives based on their specific transactional needs.
As a fringe benefit, the system allows for gathering real time feedback from customers on any surveys presented.
The ability to take a potential bottleneck and create a memorable service experience for your customers is unparallel in the industry.
This island allows module administrators to create or edit new services, and create checklists for policies or procedures associated with this service.
Lobby Reports
The lobby reports island is a multi-faceted tool providing in depth analysis of branch data, advisor data, service data and current status reports. The island comprised of 4 tabs. The branch report tab generates branch specific reports giving information on every visitor and every person served through a specific timeline or specific day. The advisor report tab tracks statistics of all of your front end staff. The service report tab breaks down each visit into service specific information down to the exact amount of time serving members for each service. Finally the advisor status report gives you a minute to minute update of the activity of your front end staff.
My Report
The my report island allows your front line staff to quickly gauge their own performance and statistics on the fly. It provides a quick benchmark for your employees to quickly gauge, and be informed of, their own performance.
Contact Consulting Services »
Passageways Lobby Management is available as a Consulting Services application. Let us provide a quote on your specific needs.
