A1 Telecom improves customer journey by adopting SEDCO Virtual Queuing Solution

As a leading Croatian mobile network operator, A1 Hrvastka Telecom partnered with SEDCO to reduce lines and customer waiting times, by implementing SEDCO virtual queuing system.

The virtual queuing solution allows A1 customers to schedule their visits via an appointment booking app on their smartphones and skip long waiting periods inside the branch. Walk-in customers can also join the virtual queue by printing a ticket from token kiosks inside the branch.

The queue management system streamlines between appointments and walk-ins, ensuring a seamless customer journey, while enabling the company to control branch capacity more efficiently.

As customers wait inside the branch, they can check their turn status and view promotions on the digital screens, enabling the company to cross-sell its products and services to increase sales.

Integrated with BI tool, the advanced queuing system allows A1’s management to centrally monitor and control operations in all branches in real-time through live dashboards, while providing the company with deep insights via reports and statistics in order to maximize efficiency and ensure an exceptional customer experience.  

Sergey Nadtoka, SEDCO’s Business Development Manager at CIS region spoke about this initiative “A1 Telecom is always striving to provide great customer experience and drive operational excellence, by adopting the latest digital transformation technologies. We trust that our virtual queuing solution can efficiently manage customer flow, improve the customer journey, and increase staff productivity.”

In addition to the telecom sector, SEDCO’s virtual queuing solutions are tailored to meet the changing needs of banks, healthcare centers, governmental institutions, utilities, and retail businesses. Contact us to lean more.