« This solution significantly improves the overall customer experience by saving time and simplifying processes, resulting in a better and faster service. Additionally, it provides us with enhanced data and analytics capabilities, which support operational decision-making and enable continuous improvements in service delivery. »
Context
We have already written about the installation of Service Ontario in Canada: it’s a service offered by the Province of Ontario to the citizen to achieve administrative procedures (renewal of driving license, health card…).
We have currently rolled out 140 sites with the Orion solution to manage the visitor flow and improve the customer experience. You can read more about this installation here >
Testimonial
Discover how Cabiria Bogdan, Senior Business Consultant, from Service Ontario shares her experience with ESII’s solutions and the impact they’ve had on enhancing customer experience and efficiency:
“Before we implemented a queuing solution, we relied on manual check-in processes at reception desks or service counters, which often led to delays and errors in handling customer arrivals. This resulted in extended wait times and contributed to a less-than-ideal customer experience, especially during peak hours or busy periods.
However, with the introduction of a queuing solution, these challenges were addressed. The solution introduced a structured and systematic approach to managing customer arrivals, resulting in shorter wait times, improved customer flow, and increased overall customer satisfaction. Additionally, the queuing solution provided us with better analytics, allowing us to support operational planning and elevate the quality of our services for our customers.
ESII offered us with a comprehensive solution consisting of a new enterprise appointment system, currently operational in 140 locations and continuously being expanded to all our sites, along with a tailored lobby management system designed to meet the specific requirements of each office. This system offers both digital and paper ticket options, as well as an SMS pre-alert feature, enabling customers to choose whether to wait on-site or off-site before their appointment.
The integrated appointment booking and lobby management solution equipped us with the necessary tools to facilitate a seamless and efficient flow of people within our premises, while also ensuring a positive waiting experience for our customers.
ESII’s solution for our organization automated manual routine tasks, allowing staff to focus on delivering excellent customer service rather than managing appointments and spreadsheets manually. Also, it offers real-time data and business intelligence reporting, aiding managers in efficiently managing service centers and maintaining a consistent experience for customers throughout Ontario.
This solution significantly improves the overall customer experience by saving time and simplifying processes, resulting in a better and faster service. Additionally, it provides us with enhanced data and analytics capabilities, which support operational decision-making and enable continuous improvements in service delivery.
Collaborating with ESII is a delightful experience, as they consistently listen to our needs and are willing to implement changes and enhancements based on the feedback we receive from our customers.”
