The city of Edmonton has chosen the expertise of our partner ESii for the installation of a new reception management system (queue) for the services offered at the new city Hall.
Each year, 300 agents will host more than 175 000 visitors in their 35 wickets to serve them with a high-end system that meets their needs. The ESirius welcome system will allow the management of more than 100 services, including the citizen card, permits, payment of taxes, registration for recreational activities, and more.
Since its incorporation in March, the IMAJ team has been providing technical support to the city of Edmonton’s technology department for the following activities: Programming/configuration support, technology architecture and development clinics (statistical functions and data).
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We are pleased to announce that our partner in SMS sending solution, Folio Median, is now an official supplier to Desjardins.
Desjardins is evolving and committing to contribute to the economic and social well-being of individuals and communities. Increasingly present on social networks and in the community, Desjardins has chosen the management platform and the expertise of Folio Median in order to optimise their customer service.
This new tool will allow their team to provide personalized support to its members in addition to having access to the confirmation of the appointments by SMS, via the company’s main telephone number.
At IMAJ, we integrate the technology of Folio Median in our products and services Imaj90 (mobile application) and imaj360 (management of the reception). Curious to know more? Text SMSA to 514 990-8738.
Don’t wait any longer … give yourself the tools to improve your customer experience!
We have recently integrated our dynamic display solution at Autodoum, a car maintenance and esthetics centre in Repentigny.
We used the existing screens to diffuse vertical and horizontal content to the key areas of the building. Customers will be able to see the different promotions and services offered.
Digital display is the perfect tool to get a quick and effective message. Car dealerships and contractors in this area have a vested interest in integrating this type of technology into their business.
Thank you for your confidence,
When you are looking for a queue management system, you must inevitably think about the hosting strategy of your customers/visitors!
When a company plans to implement a queue management solution, it generally does not notice the number of visitors to the waiting room or service areas. In fact, this visible part is just one of the many strategic elements of customer service.
By conducting observational clinics and working methods with our clients, we generally find the following:
During the first working clinic to integrate a reception management system, we draw with the managers the visitor routes via observation work on site or by camera.
Here is a concrete case that will make you smile.
Client: Health Sector
Traffic: Over 86 000 visitors per year | Varied clientele
Background: Several waiting rooms, access for visitors via several entrances to the building. Multiple service provision, complex and specialized terminology.
Situation: Implementation of a file management system integrated with the building’s signs. We also need to find improvement solutions to maximize the solution in place. Very modern signage, superb design with a concern for the detail of all the services offered.
History: During the evaluation of the project and the elaboration of the performance estimate, we proposed to the client to put in place a process of observing the methods of work and evaluation of the visitor course. For this step, we are implanting a camera to see and measure the ticket-taking/ticketing steps of the visitors. Then we follow the service process through the history in the system. Generally, it is noted that the process of file management and service (interview with the visitor) is well controlled by the users, because it is part of their administrative process (natural comfort zone of the managers). As a result of compiling the collected information, we draw the observed process by identifying the maximization points, the measurement tools to be integrated into the management dashboard.
If I return to our camera, it has allowed us to see for a day that more than 500 people showed up at the ticket terminal at different key moments of the day. This is the welcome phase, the P1 process of the visitor path in our jargon. Here are the findings (visitors):
We found that the reading time of the information board generated a queue (Indian file) for the taking of banknotes on the queue management system …. In addition, the visitor seemed stressed by the choices offered and the impatience of the waiting visitors. This type of host causes a substep cascade with no added values. (Error, request for information, adding resources, etc.)
With this real case, one can highlight that the management of the reception is a precondition to the management of a queue. Many of our clients discover at our clinics that the hosting process is a strategic part of queuing management. With this process, we illustrate to the managers that we can frame the visitor reception and offer different solutions to improve their experience.
The main scenarios of the hosting process are summarised:
In conclusion, the management of the file starts with the management of the reception, and when someone will approach you and ask you if it is the right ticket … think of us!
Definition: The reception, a strategic element crucial to the business strategy, the welcome vehicle the image and the brand of the entity,
The role of the host can have 3 goals:
The city of Saint-Constant has chosen our expertise for the installation of a new queue management system for the services offered at their city hall.
On-site agents will welcome citizens with a high-end system that meets their needs. The EGestat reception system will allow the management of several services, including the payment of taxes, permits, the citizen card, registration for recreational activities, and more.
We also offer dynamic display, which is integrated into the queue management system. The city’s communications team will have access to our content management platform allowing them to disseminate messages to their citizens: events, briefing notes, important dates and more.
Thank you for your confidence!