Airtel Ghana is part of Airtel Group, one of the top 5 mobile communications companies worldwide. Airtel Ghana aims to connect communities across Africa by providing affordable, relevant, and innovative mobile solutions to them. Since its establishment, Airtel Ghana committed itself to providing superb service to its customers, aiming to be distinguished regionally and globally.
Relying on a completely manual process was time and effort consuming for Airtel Ghana’s staff and caused inconvenience to the customers.
An advanced customer visit management solution that automates the flow of
Airtel Ghana customers inside the branches, delivering an exceptional customer journey.
More organized branches.
- Smooth customer journey.
- Less perceived waiting time.
- Priority service to VIP customers.
- Reduced advertising costs.
- Live monitoring of operations.
- Improved operational processes.
- Elevated efficiency.
- Better resource allocation and planning
Business Situation
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.
The Solution
In order to deliver an exceptional customer experience, Airtel Ghana implemented Customer Visit Management solution (CVM) from SEDCO, a leading provider of digital branch transformation solutions.
CVM solution gave Airtel Ghana better control over the customers' journey. Empowered with an advanced queue management system which was installed in the branches, customers get tickets from the touchscreen ticketing kiosks to avoid standing in queues. As the customers wait for their turn, they remain engaged by watching promotions about Airtel Ghana and other content on the digital signage system. The screens also serve as a tool to call customers forwards, by displaying queue information on the screens.
In order to have better control over the branches and make more strategic business decisions, Airtel Ghana upgraded the built-in BI tool that comes with SEDCO’s queue system to the more advanced version, enabling Airtel Ghana manager to monitor operations and branches in real-time, analyze performance across regions, cities, branches, services, and employees through advanced reports and statistics, and to predict behaviors such as traffic and purchase trends, in order to put better business plans.
Airtel Ghana benefited from the system's customer feedback facility, which empowered customers to give their feedback about the services and employees through touch feedback panels before leaving the branch, enabling Airtel Ghana to measure customer satisfaction and to evaluate its services and employees. All this feedback provides a better means for Airtel Ghana to plan a customer-focused strategy.
CVM system was integrated with the Airtel Ghana's back-end systems, offering full management of branches.
Benefits
Smooth customer journey utilizing the queue management system
Decreased service time, as there is no need for the employees to handle all the phases of the customer's journey from its star
Less perceived waiting time. The customers remain engaged and entertained until their turn in the service.
Priority service to VIP customers, by identifying them based on their sectors.
Reduced advertising costs. Airtel Ghana utilized the digital screens to promote its products and services to the waiting custo
Live monitoring of operations to take immediate action if necessary
Improved operational processes and elevated efficiency.
Better resource allocation and planning.
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