GTA went from outdated sign in processes to streamlined, automated queuing solutions that increased operational efficiency.
GTA is the main telco company in Guam and provides complete communications services for residential and business customers. The company operates a 4G LTE wireless network, high-speed internet, digital television, local and long-distance phone service, and delivers carrier-class data circuits along with operating a cable landing station for the SEA-US cable consortium. Based in Tamuning Guam, GTA is privately owned and locally managed and employs 450 people, and serves around 4000 in-store customers each month.
The power of automation
Prior to acquiring Qmatic’s Customer Journey Management platform Orchestra, GTA was managing customer visits with an antiquated manual sign-in sheet process. This made data mining and analytics extremely challenging, and this also meant that using data to try to improve processes, create efficiencies and manage staff in each store was difficult. This manual process also created a poor customer experience.
“After carefully vetting several queue management systems, we chose Qmatic as the hands-down choice to fulfill our needs. Not only did Qmatic help to rid us of the manual sign-in sheet, but now it allows us to collect customer service data more efficiently, run reports, manage staffing needs, schedule appointments, and collect NPS information. With Qmatic, we have also been able to operate more efficiently by shortening our customer service transaction times. The choice to go with Qmatic has ultimately resulted in better customer experiences overall,” said VP of Customer Experience Sharon Davis.
The deployment of Qmatic has provided GTA with a scalable solution that allows users at its five branches to manage every step of the customer journey by utilizing queue management systems, appointment booking, customer feedback, staff applications, reports, and analytics, all within a single platform.
Accelerating operational efficiency
Leveraging the capabilities of Qmatic, GTA could early identify areas of improvement with an increased ability to operate more efficiently. By shortening its customer service transaction times by up to 15 minutes on average, customers are now assisted more quickly and efficiently. Another key benefit for customers is that they can now choose to schedule in-store appointments online via GTA’s website or in-person, allowing them to shop around the malls while they wait to be served. “The choice to go with Qmatic has ultimately resulted in better customer experiences overall,” said Davis.
In GTA’s efforts to manage staffing needs, the telco company has been able to utilize data from the reports to better understand staffing needs and improve staffing levels and service transaction times. Although GTA just recently started actively using the NPS feature, they have already been able to gather some useful information that has helped our retail management team to improve operations and staff performance.
“We are BIG on bringing data to the Customer Experience conversation and historically we had been measuring most customer visit data manually. This made trying to account for average visits per day and such very difficult,” Davis explained. With the use of Qmatic’s Business Intelligence, GTA is now harnessing the power of data like never before. “Features like the Queue Summary and Visit Overview by Location are incredible, we have completely saved our teams from creating and emailing a manual daily “shout-out” report at the end of each day. We can also see who is using the tool and who isn’t and get folks re-trained. The reports allow us to see how many customers arrived versus how many were served, identify any potential pain points in staffing or service levels, and view average wait and handle times.”
Finding the perfect vendor
Choosing the right vendor is not an easy task and for GTA it was no different. In their endeavor to find a partner that could deliver on what they promise and understand GTA’s business from the get-go and what they were attempting to accomplish was a challenge. “We searched high and low for a partner to help solve our queue management requirements. The vetting process was daunting, finding one vendor that could handle a few pieces and another that could only solve a couple of issues. It was challenging to find a provider that met more than 50% of our needs after many vendor meetings and even then, the solutions wouldn’t work for our business,” Davis stated. After doing some research online, GTA was able to find the right vendor that caters to their particular needs. ”We found Qmatic with an online word search! After reviewing the website and working out the logistics, we were able to review a demo of the product and ultimately acquired the product through Qmatic’s partner VisualCom in New Caledonia. This dream team helped us to make a well-informed decision and we have been reaping the benefits ever since. We appreciate and value our partnership with Qmatic and the level of care provided by VisualCom.”