The Roads Authority, whose core business is to construct and maintain Namibia’s road sector, plays a pivotal role towards road safety in Namibia. Namibia’s road network has been ranked among the safest, most efficient and sustainable.
The growth of the road infrastructure and the expansion of the road network have contributed immensely to the economic development of Namibia and the SADC sub-region as a whole.
With the increasing demand on the services of the Roads Authority, it became very hard to manage the clients' visit using a completely manual process that consumed the time and effort of its staff and caused inconvenience to the clients.
An advanced customer visit management solution that gives the Roads Authority better control over their clients' visit, and automates the flow of clients inside the authority’s branches, offering them a convenient journey, while increasing the staff efficiency.
- Smooth and seamless customer journey
- Increased staff efficiency and productivity
- Optimized utilization of resources and maximized performance
- Less actual and perceived wait times
Business Situation
The Road Authority strives to deliver outstanding services to the citizens and residents of Namibia. With the increase of service demand, masses of customers inside the authority’s branches, waiting in long queues to get service from the employees. The branches were congested with customers. The customer queues were manually organized by the staff, causing stress and inconvenient journeys.
Solution
The increasing demand on services required an efficient way to facilitate service delivery while increasing customer satisfaction and efficiency. That is why the Roads Authority invested in Customer Experience Management from SEDCO, a leading provider of digital branch transformation solutions.
Customer Experience Management solution offered the customers of the Roads Authority a convenient and seamless journey. Customers use self-service ticketing kiosks to select the desired service and get a ticket from the queue system.
At the same time, the authority controls the performance of its branches and employees through BI live monitoring dashboards and advanced reporting tools, with the ability to generate various reports at all organizational levels.
Customers are notified about the queue info through the system’s digital signage, keeping them informed about the queue status, while engaging them with dynamic content about the various services that the authority offers, reducing their perceived waiting time.
The installed solution helped greatly in optimizing performance while creating a seamless journey for the visitors, with the least possible hassle and wait time.
Benefits
Smooth and seamless customer journey: After installing Customer Experience solution, the Roads Authority immediately eliminated crowding inside its branches. There is less stress, as visitors get a ticket and sit down in the waiting hall instead of standing in queues. The system created organized branches and delivered a great customer experience.
Increased staff efficiency and productivity: Instead of organizing the queue manually, which was a daunting task to the employees especially at peak hours, the queue system automatically calls customers forward to the service counters. Staff can focus on serving customers, elevating their overall efficiency.
Optimized utilization of resources and maximized performance: The management can have a real time view of operations and take immediate actions when necessary. The manager can also see reports about the performance of the employees, allowing for better control of the branches and increased performance.
Less actual and perceived wait times: Keeping the customers engaged with the system’s digital signage reduced their perceived waiting time, while the queuing management system decreased their actual wait time. The digital screens are also a great tool to increase the customers’ awareness and interest in the authority’s services.
Customer experience solution improved the quality of services offered by the Roads Authority while creating a comfortable place where customers feel welcomed. It has empowered the management with all the required tools to monitor, measure, and enhance performance.
Ready to take your customer journey to a new level?
