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Business Requirements

Manual Redressal Handling
Lack Of
Digitization
Lack Of
Supervision

What was the Problem?

The client had a business of selling assembled and customized laptops and desktops in Singapore. The client had a busy service station where they experienced long queue and often client faced queue mismanagement issues. Also, it was difficult for the organization to keep accurate data of customers that came in for service and issues. Thus, client required a digital KIOSK that can help them digitise the entire process and help receptionists in better managing the customers.

Digital Data
Entry
Lack Of
Digitization
Call To Action For Receptionists

What was the Need?

With the increasing business and increasing customer footfall, client understood that they have to digitise their customer service process in order to avoid queue mismanagement issues and rising administrative costs. They contacted Zealous and asked us to develop a digital Kiosk system that would integrate end-users, receptionists and supervising administrators. The system would digitise the whole process and would help receptionists in better managing the walk-in customers.

What Zealous Proposed?

Ticked generation system

Ticked generation system

We suggested a kiosk system where customers can enter their information and purpose of visit in the touch screen digital Kiosk and get a ticket with a queue number.

Call to action buttons

Call to action buttons

The receptionists can better manage their customers and establish better communication with them via KIOSK system.

Role assignment

Role assignment

Admin of the system can add and edit information and details about receptionist and can also activate and deactivate receptionists from their portal.

The Journey

A Tough Fight

Bigger problems often have simpler solutions

The biggest challenge for us was the understanding of the business needs. Since the kiosk was customized for the store, our developers had to thoroughly understand the customer needs and many other such aspects of the business to make the system all inclusive.

Our business development executives understood the entire service process cycle, created detailed lists of functions and services provided to the customers and identified additional services that can be integrated into the system and then coordinated with the team of developers to create a seamless and all-inclusive system.

From Flaws to Features

Service Selection

Customer Can Select The Type Of Service That They Wish To Get At The Store When They Visit.

Ticket Issue

Based On The Problems That They Choose, They Are Issued A Ticked For Better Queue Management.

Call To Action Buttons

For Better Queue Management, Receptionists Can Take Required Actions Such As Calling Next Or Specific Customer.

Admin Dashboard

Admin Can Get View And Access The Engaged Receptionists’ Data On Their Screens.

Personal Details Tab

Customers Were Asked To Fill The Essential Personal Details To Help The Receptionists In Better Assistance.

Queue List Access

Receptionists Can Access The Information Of The Registered Customers On Their System.

Service Status

Receptionists Can Also Mark The Customer Request As Complete Or Missed In The System.

Add/Edit Receptionist Data

Admin Can Assign Receptionist Role To Anyone And Add Or Edit Relevant Information About Them In The System.

System Workflow

Technology Stack

  • Laravel
  • My SQL
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