By Standard Reporter
Zain-Kenya will roll out a modern queue management system at her outlets to enhance customer experience and increase operational efficiency.
The company’s Managing Director Rene Meza said the system has been piloted in Nairobi and will be rolled out countrywide from next month.
"By improving queue management, we shall minimise waiting time and ensure customers are routed efficiently," he said.
The system dubbed Opti-Q, is operated centrally, offering a detailed view of the customer experience and can be used to track and measure performance over time.
Meza said the system will enhance service delivery in the outlets countrywide. Queue management systems are increasingly becoming popular in the service industry as a means of providing management real-time access to information like customer waiting time, average service time and employee efficiency.
"Queue management systems provide an invaluable insight in to various aspects of customer relationship management. This will enable us prioritise services and segment customers visiting our centres based on their needs," he said.
