Qmatic has a long history of improving efficiencies in the travel industry by using Customer Flow Management (CFM). Clients such as Eurostar, Virgin Atlantic, British Airways and Transport for London all benefit from more efficient operations and improved customer experiences by using CFM.
Meeting government guidelines
East Coast Lines have implemented a CFM solution in order to meet the government mandated times for issuing tickets in their main travel centres.
The Department of Transport have mandated that a passenger will wait no longer than 3 minutes in off peak and 5 minutes in peak times to purchase their train ticket. These timings are monitored on behalf of the department by Passenger Focus.
Using the Qmatic Footfall solution train operating companies are able to monitor the number of passengers entering their travel centre and measure the waiting times. When waiting times approach the 3 and 5 minute deadline, an alert is issued to the management via both SMS text messaging and email. As a result, the management can open additional cashier positions and serve customers quicker.
Manchester Airport
Manchester Airport Group have installed a CFM solution at immigration in all three terminals at Manchester Airport. The process enables the UK Border Agency immigration officers to process incoming passengers from both EU and Non-EU countries in a faster and more efficient manner. As a result, the passenger flow through immigration is quicker and passenger satisfaction higher.
Eurostar
Qmatic has installed a CFM system in the Eurostar ticket office at St Pancras International train station in central London (pictured above). The management were looking to improve communications with their customers and give them better service. The statistics generated by the system were used to give Eurostar a better view of the customer flow patterns.
If you want to solve your passenger flow issues, talk to us.