Portsmouth City Council, on the south coast of the UK, supports its 230,000+ person community with a wide range of public services from its service center.
Q-nomy partner and reseller ACF worked with the Portsmouth City Council service center management team to design and implement an advanced Queue Management solution, using Q-nomy's latest Q-Flow software platform.
The results show a reduction in average wait time for customers, increased overall customer satisfaction, and overall staff engagement and performance increases around the service center – despite now serving an increased number of customers per day.
"The system provides comprehensive reporting abilities to allow us to analyze our performance, identify peak contact times and efficiently plan staff resource to meet both our service commitments and business demands” says Nina Martin, City Helpdesk Manager.
Read the full report here