Post Office Ltd Awards Qmatic with Barrier and Call Forwarding Contract
Bedfordshire – 13 December 2011 – Qmatic’s Customer Flow Management (CFM) solutions, including barrier and call forwarding, is to be piloted at selected Crown Post Office branches across the UK. Post Office Ltd is to benefit from valuable management information acquired through the Qmatic system to help improve customer service.
David Anahory, UK CEO, Qmatic UK said, “As the first business to harness cashier number three technology and queue ticketing, Post Office Ltd has continuously sought ways to improve the customer’s branch experience through innovation. Using the management information provided by the Qmatic system, Post Office Ltd has the potential to improve the customer experience.”
Qmatic has worked with Post Office Ltd for the past 20 years, but in 2011 underwent a new competitive tender. Chris Nicholass MCIPS, Procurement Analyst, Post Office Ltd, said “The Qmatic team works well with Post Office Ltd helping to initiate innovative, new ideas that help us improve our Post Offices. The team is exceptionally cooperative and easy to work with helping to ensure our customers benefit from reduced waiting times.”
In line with EU policies, Post Office Ltd conducted an open tender process, receiving 10 expressions of interest for the PQQ stage with five vendors going through to the ITT stage. Following a rigorous auction, Qmatic was awarded the three year contract for barrier and call forward solutions with the option to extend to a further two years.
Qmatic is the world leader and innovator in Customer Flow Management (CFM) solutions that are designed to increase sales and productivity while reducing costs for organisations in the retail, retail finance, public, healthcare and travel sectors. Its software, hardware and consultancy helps organisations such as, HSBC, Barclays, DVLA, Homebase, Boots, Marks & Spencer, Post Office Ltd and UK Border Authority to value time within the physical customer experience and derive real-time management information (MI) that powers meaningful business decisions. This MI can drive important considerations such as in-store/branch/location skills-routing, store layout and design, employee training and job satisfaction, customer loyalty and retention, brand equity, opportunity sales, real-time feedback and problem resolution as well as efficiency and cost control. Qmatic’s services range from barriers, through to both independent and networked virtual and linear queue management systems, to mobile phone applications, kiosk systems and new media.
Natalie Sutton/Danielle Cook
07768 026197 / 07900 521 525