Orchestra 6: A Leap In Customer Journey Excellence

Orchestra 6: A Leap In Customer Journey Excellence

Sven-Olof Husmark |December 3 2015 7 min

Qmatic’s Orchestra 6 is an enterprise-class software customer journey management platform for organizations with distributed locations, premises and capabilities.

In our connected world, the customer experience is a complex journey across online and onsite touch points. For organizations and their staff, making sure that process is smooth is vital to a pleasant, productive environment, and lasting customer relationships.

Qmatic is actively dedicated to innovating a powerful ecosystem of connected hardware, software, analytics and insights that can equip organizations to accomplish that goal.

Our central solution, Orchestra, is an enterprise-class software customer journey management platform architected for on-premise and cloud deployment. It is the ideal solution for organizations seeking to centralize distributed locations, premises, and capabilities in order to create an ideal customer experience and reach aggressive goals.

Orchestra Case Study: Elkjøp – Meeting a Global Goal

When Elkjøp, part of Dixons Carphone, approached Qmatic with a vision is to become the most customer-centric retail chain in the world, Orchestra enabled them to make sure customers experience the same level and quality of care in all its stores.

Customers were given the option to use mobile virtual queuing to empower their in-store buying process. Once in-store, they connected with the most appropriate expert. That staff was informed about the customer’s needs, keeping them working efficiently. Management engaged real-time analytics to optimize operational efficiencies. With this connected ecosystem, everyone in the customer journey was equipped to complete a customer experience that strengthened the brand. The company met its objectives to increase the number of customer engagements and keep more customers in the store.

Orchestra Case Study: New Mexico Motor Vehicle Division – Making Vital Changes

In the public sector, the New Mexico Motor Vehicle Division (MVD) desperately needed to improve the speed and quality of 2.5 million annual transactions taking place across almost 500 locations.

They engaged Orchestra to give citizens the ability to book appointments online, sign in and indicate needs on touch screens in each facility, and to feed that real-time data to management. Integrating those functions into the Orchestra platform resulted in a 50% reduction in wait times and sweeping improvements in satisfaction levels among staff and customers. Today, the New Mexico MVD is hailed as an example of how to use process efficiencies and a focus on the customer to improve a notoriously challenging experience.

Orchestra Case Study: New Mexico Motor Vehicle Division – Making Vital Changes

Centralized, Distributed, and Integrated: The Power of Orchestra 6

The Orchestra platform has been architected to be modular and scalable, supporting users’ progress with respect to technology applications and organizational demands. This innovative solution includes the hardware, software and analytics solutions to integrate multiple branches no matter how large, distributed, or complex the organization.

With Orchestra 6, current features are strengthened and the solution set is augmented to be even more robust and useful.

Mobile Framework Integrated connectivity applications enable customers and providers to engage across online and onsite channels, clarifying process steps and necessary resources across the customer journey.

Mobile Workforce Application Orchestra comes with a powerful mobile and wearable solution for the connected workforce, empowering employees to deliver the best service. Employees can get alerts, manage queues and services, connect to customers, personalize engagement based on customer profiles, capture service outcomes and measure NPS from a single application.

Appointment Management A tightly integrated web-based calendar and appointment booking system works with queuing and self-service check-in systems, as well as third party online appointment and calendar solutions. Customers can move from appointments to service smoothly, and keeps staff and operational resources sufficient to handle customer flow.

Business Intelligence & Journey Insights Orchestra web-based business intelligence features customizable data capture, comprehensive analysis, and a user-friendly dashboard. These features integrate to simplify the process of answering strategic questions and keeping staff informed.

Digital Signage Orchestra digital signage allows for centralized, targeted context marketing across all digital surfaces in a facility. The right messages can reach the right customers in the right contexts for optimal impact.

Customer Feedback One-touch ‘emoji’ applications allow customers to communicate feedback about their service experience quickly and effortlessly. Management can tap into this real-time continual information flow to staff for the best possible service and implement vital operational efficiencies.

Leading-edge Enterprise IT Standards With the most current and open world-class standards in play, Orchestra is continually designed to meet your needs now and into the future.

Qmatic combines a passion for creating remarkable customer experiences with a constant pursuit of next-level capabilities. Orchestra 6 reflects that dedication in the most powerful customer journey ecosystem available, designed to help you reach the next level of success.

Learn how Orchestra 6 can take your organization to the next level

Sven-Olof Husmark

Sven-Olof Husmark

Vice President & Chief Marketing Officer, 2013-2017.

Stay updated

Stay updated on thoughts, facts, and knowledge!