Customer Flow Management for Citizenship Bureau
Citizenship and Migration Bureau of the Police and Border Guard Board
Estonia
The service halls of the Citizenship and Migration Bureau of the Police and Border Guard Board implemented the customer flow management system Q-Matic Orchestra, which is unique in Estonia and enables centrally managing 18 service halls across Estonia.
Because the solution is based on an open platform, it is easier to integrate it into other CRM programs and devices than before. The queuing system can be connected to a web-based booking module that makes applying for and receiving new documents more convenient and quicker, as the client can select the best service time and a convenient customer service bureau.
The primary advantage of the new system is foremost that in addition to central reporting, the system allows centrally configuring devices and users, i.e. all changes are made remotely from one place. Instead of the previous workplace terminal, users can now use a far more versatile tool, which can measure accurate contact durations, monitor the length of the queue and look up the number of customers that have been served. The option to direct customers to a different customer service specialist remains, and new features include adding important notes that the next customer service specialist should be aware of.