OpenSpace from Ergonomic Solutions provides a stable and safe interface for successful roll out of automated queue management and administration system.
With over 450 UK stores, O2 is the commercial brand of Telefónica UK Limited, and is a leading digital communications company with the highest customer satisfaction for any mobile provider according to a recent Ofcom study. With over 23 million customers, O2 runs 2G, 3G and 4G networks across the UK, as well as operating O2 Wifi and owning half of Tesco Mobile.
Selling digital communications is a competitive business to say the least and the fact that O2 is independently listed as having that highest customer satisfaction accolade indicates the value that the organisation places on the unified commerce experience that they offer; both online and in-store.
One particular situation that O2 wanted to address in-store was the issue of waiting times for customers at busy periods such as the usual Saturday morning rush. O2 had had a written system using clipboards to book customers in. This of course was not particularly efficient, subject to the usual hand writing issues and the resulting inability to accurately forecast wait times
With new contracts and accessories providing the core business, losing frustrated queuing customers to the competition was a huge concern. O2, turned to qudini, acknowledged experts in the provision of queue management and administration solutions to provide a tablet based customer facing programme to address this issue and to provide greater information on activity levels and productivity across the store environment.
Integrating technology with an application such that it is both easy for operator to use and customer to interact with is pivotal to its success. And to ensure an efficient tablet deployment, it is also necessary to address a number of critical areas including that of security and protection of the technology – in this case the Samsung Galaxy Tab A.
The solution was enabled by the OpenSpace range of tablet enclosures and accessories from Ergonomic Solutions – long-time provider of technology mounting solutions across the O2 store network. OpenSpace allowed O2 operatives to easily use and stow their tablets as they went about their work through the use of lanyards and pouches whilst also protecting them from the everyday bumps and drops through the SlimCase tablet enclosures specifically designed for the Galaxy Tab A.
The roll out in 2015 saw Ergonomic Solutions provide SlimCase tablet enclosures along with pouches and lanyards as the integration platform on which the tablets would interface with. Once up and running, and by using a combination of historical and real time data, the new system was quickly able to provide accurate wait times and also log the activity and time taken for the transaction. Such was its success, that Qudini believe that their system has reduced customer walkouts by 62%.
Customer loyalty and the ability to improve the customer experience and levels of engagement should be at the heart of all good unified commerce strategies. Having clever applications and technologies is one thing, but having the mechanism to ensure that they deliver, day in day out, is something else altogether. Technology integration solutions such as those offered by Ergonomic Solutions ensure that the investment in and expectations of applications such as that now in operation with O2 are realised.