MOI used a standard queue management system that gradually affected the level of its services. Branch managers had to rely on manual reports to evaluate performance. Those reports only showed historical data about the transactions, without any indication of the quality of service or the performance of employees. The old system also didn't have the necessary tools to analyze data and to make future plans, which led to:
- Unorganized customer flow within branches.
- Lack of control on all branches in real-time.
- No systematic way to measure customer satisfaction.
- The lack of real-time performance monitoring
For all these reasons, MOI came to a conclusion that it needed a more comprehensive solution that would take all of the above challenges into consideration. MOI sought a powerful solution that will help it to monitor its branches and employees while creating a friendly place for its customers and maximizing performance at the same time.