A leading company in installation of Q-mate management system, Servus Systems Integration regularly analyzes the level of clients satisfaction with the company’s products.
Results of Q-mate management system performance in 2011 that were recently published by MTS Ukraine demonstrated how Q-mate SSI Pro raised overall performance of the telecommunication company serving over 1 million subscribers.
In 2008-2011, SSI installed Q-mate management system in 11 main shops of MTS Ukraine, a leading operator of mobile communications. According to MTS Ukraine, on the average, for the last year, about 300 shops visitors registered in «electronic queue» every day. The longest waiting time of the expert consultation did not exceed 7 minutes at regular periods, and 10 minutes during rush hours. The largest number of visitors was registered between 12:00 and 16:00. Very often visitors decided to visit MTS shops on Monday and Tuesday, –as well as after holidays. Also, the number of visits grew during MTS promotion activities following the announcement of new services/offers.
Elnura Mamedli, General Director with Servus Systems Integration, commented the results of Q-mate management system’s performace in the leading telecommunication company: “For our Q-mate management systems the most fertile stage began when our company won the tender for the software installation in MTS Ukraine. For the last four years the number of systems established in MTS’s shops has considerably grown, and Q-mate’s technical characteristics significantly improved. Today our equipment optimizes MTS subscribers’ waiting time by 25 %. This is officially confirmed by our client. Such an achievement is a result of visitors inquiries intellectual distribution among MTS consultants. Also, thanks to Q-mate, MTS experts receive reports of the visitors’ quantity which allows to analyze and improve quality of client service.
Q-mate management system installed in MTS Ukraine allows visitors to:
- choose an expert for consultation;
- control waiting time by checking the number issued by the terminal;
- register on all lists of services provided in the shop;
- receive service in the most comfortable language (Ukrainian, English, or Russian).
«For a telecommunication company one of the most important feature sensured by Q-mate is collecting statistical data designed to improve customer service», Elnura Mamedli said.