Active Queue Management
Fastrac provides real time actionable intelligence that can help floor managers alter the flow of customers to a more streamlined mode at its most atomic state on a Realtime basis. With Fastrac Active Journey management philosophy dynamically load balance unusual customer and service spikes by changing the counter, customer priority and service allocation on the fly enhancing productivity, reduces idling times and better capacity utilization within your branches. The Core queuing algorithm supports multiple Queuing scenarios FIFO methods, Variable VIP customer prioritization ,Service Prioritization, Re-direct customers ,Pause and resume features and more.
Customized Workflows
Tailor the Journey to your customer’s profile.
Enterprise Class Security
Single Sign LDAP integration including Microsoft Active Directory.
Extend Functionality
Connect card readers, cameras for facial recognition, Id scanners Customer Feedback Systems.
Multilingual Interfaces
Supports all languages.
Why 
QMS?
Active Queue Management
Alter the course of a transaction in realtime.
- Manage Configuration Centrally
- API Centric Solutions
- Centralizes System Health Monitoring
- Learn on the Job
- Employee Productivity Tracking
Customer Journey Management
No more Queue Management Unified Customer Journey Management
1. Pre Visit
Appointment Booking
Customer can book prior appointments on your website, mobile app or WhatsApp.
Real-Time Ticket
Requests for a ticket in real-time on the mobile app or WhatsApp
Advanced Pre-Staging
Capture necessary details/documents via your app/website that can be made available to the counter staff at them time of service.
2. Within the Branch
Ticket Generation
Customer can generate a ticket while using the multi-lingual touch screen on the kiosk or scan a dynamic QR code to issue a ticket via their own mobile.
Customer Identification
Identify and prioritize your VIP customer by:
- Text Entry - e.g. Mobile No., Account No.
- Card Swipe - Bank Card, Identity Card
- Biometrics - Facial Recognition, Fingerprint or Palm Vein
Floating Counters
Quick service transactions can be migrated to a pool of floating staff who are mobile and equipped with a tablet
3. Post Visit
Capture Feedback
Customer feedback on the customers experience via:
- Tablet at point of service
- On the App
- SMS
Workforce Productivity & Employee
Productivity Tracker
Capture distinct, granular KPIs and behavioral metrics that
- Granular View of Focused, Collaborative & Non-Productive activities.
- Unravel bottle necks in each process to optimize service times and enhance customer experience.
- Block Non-Productive applications
- Eliminate non-productive activities and notify slackers to get back on track
- Simplify process and eliminate duplication of work
Unified Queue Management
Web
- Book Appointments
- Pre-Stage your applications prior to visit.
Mobile
- Issue Real Time Tickets
- Book Appointments
- Pre-Stage your applications prior to visit.
- Real Time Notifications
Kiosk
- Multi-Lingual Ticket Issuance
- Customer Identification& Prioritization
- Touchless Queuing
Smart Watch
- Real time push notifications to staff & Customers alike
Other Touch Points
- Generate Tickets from other touch points like Self –Service Kioks by integrating with the Fastrac API
- Integrate with third Party Signage Solutions to Display Queueing Data
QMS – Features & Benefits
Manage Configurations Centrally
Selectively enable disable services, create service benchmark times, add users and KPI at a granular level on individual machines at a branch level.
Enable remote monitoring of health status of all peripherals.
Floating Counter Staff
Quick service transactions can be migrated to a pool of floating tellers who are mobile and equipped with a tablet .This prevents overcrowding in the main service area.
Floating Counter Staff can interview waiting customers with targeted questionnaire helping them better understand customer needs. This survey can greatly help marketing teams to create customer segment specific products and increasing cross sell opportunities.
Contextual Digital Signage
Dynamically play media based on the profile of the waiting customers create more cross sell opportunities.
Learn on the Job
Fastrac Queuing provides a repository of policies and procedures to be followed for every service category. This feature greatly reduces the learning curve for new recruits who can access multimedia content including training videos, PDF documents and even downloadable forms into help them with a transaction process.
Real-time Reporting
Get Detailed Real time view of how many customers with priority segmentation are waiting at any given instant. Whether the branch is adequately staffed to handle the load and the bottlenecks causing the delays. This can be also linked to existing IP cameras for a live streaming of the branch.
Multi Modal Queuing
Fastrac provides Multimodal Queuing options. Tickets can be generated from the Fastrac APP, WhatsApp, QR code stickers or even using the appointment based web channel.
Segmentation & Prioritization
More Sales per transaction 20% of your customers generate 80% of the business. Integrate Fastrac with any CRM to create a new world of opportunities.
The Customer segmentation and prioritization feature can be used to direct VIP customers to star employees increasing the possibility of more revenue per transaction while enhancing the customer satisfaction index.
Customer Feedback
Get instant and accurate feedback from the customers at the point of transaction or post visit. Tablets on the service representatives’ desk can be used to measure customer satisfaction index and net promoter scores.
Fastrac also provides a post visit survey feature where customers can rate the service experience from their mobile or using WhatsApp.
SMS Integration
Provide Real-time notifications to customers about their turn via SMS/WhatsApp.
Central Reports
Real-time view of all branches 360-degree graphical view on every performance parameter of the branch. Footfall, service time, wait time with trends. Capacity utilization of a branch network.
Priority wise customer segmentation reports. Converged view of Quantitative Queuing data and qualitative Customer Satisfaction score.
Variants
Ultra Lite | Lite | Pro | Enterprise |
|
|---|---|---|---|---|
| Hardwareless Queuing | ||||
| SAS | ||||
| Real-time Reporting | ||||
| Ticket Dispenser | ||||
| Apppointment Booking | ||||
| Mobile App | ||||
| API 3rd Party Integration | ||||
| Management Dashboards | ||||
| Report Builder | ||||
| Productivity Tracking |
18%
Increase in Sales
45%
Reduction in Service
72%
Increase in Productivity
81%
Reduction in Wait times
Increase in Customer Satisfaction