Business Intelligence

Drive operational excellence and employee productivity with data integration and business analytics. 

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Qmatic Business Intelligence

Gather data from every part of the customer journey with our advanced Qmatic business intelligence (BI) platform. Generate comprehensive, up-to-date insights you need to make better data-driven business decisions that optimize operations and delight customers at every touchpoint. 

Qmatic’s BI platform supports third-party integration and offers customizable dashboards for an accessible source of useful, actionable information about how well your operations are working. 

Connect your customer journey data

Get unrivaled data and insight into each touchpoint in the customer journey, with Qmatic BI. Unify your data and improve operational efficiency by optimizing the customer flow and service levels to delight customers at every step of the journey. 

Empower your organization with better data

Provide the right people with the right data at the right moment. Qmatic BI offers actionable customer journey data with real-time dashboards, reports, and analytics capabilities that enable your workforce the possibility to make data-driven decisions anytime, anywhere.   

Deliver an enhanced employee and customer experience

Understand customer and operational needs by leveraging data collected in the Qmatic BI portal and create a holistic view of your service environment so that you can control the delivery, measure the perception, and put it all together to work toward the most positive impression of your customers, employees, and operations.  

reporting & analytics

Real-time dashboards

Access real time data at-a-glance on a variety of service performance metrics with Operations Panel. With live information of your workflows and current service situation you can identify emerging trends, monitor operational efficiency, and make data-driven decisions to allocate resources more efficiently, manage bottlenecks, and improve operations. 

  • 360 overview of your service environment – the number of waiting customers and available service points in a branch. 
  • Detailed information about the different queues - waiting customers, real waiting time and estimated waiting time. 
  • Select a queue and get in-depth information about every waiting customer and their service needs. 
  • Measure the performance of every service point using indicators for service levels based on your SLA and or KPIs.  
  • Manage your staff’s workload remotely by changing their priorities. 
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Reports & Data Analytics 

Qmatic Insights is an easy-to-use tool that provides insight into your customer journey management system’s statistical information. This gives you the possibility to follow the entire customer journey and find the touch points with the biggest opportunities for improvements.

  • Sort, filter aggregate, and group your customer journey data fields in a simple and effective way and focus on the data that’s most relevant for you. 
  • Simple, secure web-based mobile business analytics give business users the ability to make data-driven decisions anytime, anywhere.
  • Visualize, dissect, and analyze your customer journey data to identify the most important business metrics, trends, and exceptions. 
  • Enrich your customer journey data with third-party data - POS (Point of Sale) data, Customer Counting solutions data, WFM (Work Force Management) solutions, Web analytics data, and more.  

What Qmatic Business Intelligence can do for you

Build customer behavior, interaction, process, and satisfaction analytics through sweeping discovery of every piece of your customer journey. 

  • Branch Performance 
    Compare branches in different KPIs (Key Performance Indicators) such as the number of no-shows and service level waiting time. 
  • Daily patterns 
    Understand booking, arrival and serving trends. Find bottlenecks and define the workload at different times, days, weeks, months, etcetera.  
  • Staff benchmark 
    Compare staff on average transaction time for service and allow staff to learn from the best for increased performance. 
  • Customer feedback and NPS 
    Understand when waiting times influence the customer experience or NPS (Net Promoter Score). Find the tipping point to define your service level waiting time.  
  • Appointment analysis 
    Learn how many of the customers arrived for their appointments, how many arrived early or late, and analyze the booked time versus the service time to see if the appointment slots are realistic. 
  • Waiting time and transaction time distribution analysis 
    Find out what your waiting and transaction times values really are, not by looking at an average but how they are distributed in time slots. 
  • Time/Date Trend Analysis 
    Analyze no-show rates, or pre-booked appointments vs walk-ins and compare it with specific times and dates to learn which your busiest periods are. 
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Integrations 

Qmatic Insights is designed with system integration in mind to let you access your customer journey data from the convenience of your own chosen business intelligence tools. You can easily import data into business intelligence tools such as PowerBI, Tableau, Excel, and directly start making reports or dashboards without having to resort to any data preprocessing or modeling. 

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Talk to a Customer Experience Expert

Contact us for a short online demo with one of our Customer Experience experts.