Airtel Ghana originally relied on a completely manual process to handle the flow of its customers. This presented many challenges:
- The customer flow inside the branches was unorganized. Masses of customers would stand in long queues to get the service. This process is exhausting and time-consuming.
- Lack of an efficient way to monitor the workflow in the branches. Each branch had to be monitored and supervised separately using a totally manual method. Airltel Ghana also did not have any sufficient tools to notify the branch managers about any problems arising in the branch in real-time.
- No means to monitor the measure of the employees. The company did not possess any reporting tools to assess the quality of delivered services and evaluate its employees and processes.
Airtel Ghana looked for a solution that would create a hassle-free workplace to ensure a smooth customer journey and delivery of services in minimal time while eliminating the workload on its staff and maximizing the overall efficiency of the branches.