Business Intelligence
With our powerful iQTech business intelligence (BI) platform, you can collect data from every step of the client journey. Make superior data-driven business decisions that improve operations and delight customers at every touchpoint by generating complete, up-to-date insights. iQTech's BI platform supports third-party connectivity and provides customisable dashboards for an easy-to-access source of meaningful, actionable data on how effectively your operations are performing.
Real-time dashboards
- A 360-degree perspective of your service environment, including the amount of waiting customers and service stations accessible in each branch.
- Waiting customers, real waiting time, and estimated waiting time are all detailed information on the various queues.
- Select a queue to learn more about each customer in line and their service requirements.
- Use indicators for service levels based on your SLA and/or KPIs to evaluate the performance of each service point.
- Change your employees’ priorities remotely to manage their workload.
Reports & Data Analytics
- Sort, filter, aggregate, and organize your customer journey data fields in a simple and effective manner so you can focus on the information that matters most to you.
- Simple, secure web-based mobile business analytics enable users to make data-driven decisions at any time and from any location.
- Identify the most relevant business metrics, trends, and exceptions by visualizing, dissecting, and analyzing your customer journey data.
- Third-party data, such as POS (Point of Sale) data, Customer Counting solutions data, WFM (Workforce Management) solutions data, Web analytics data, and more, can be used to enrich your customer journey data.
What iQTech Business Intelligence can do for you
Performance of the Branch
Compare branches based on a variety of KPIs (Key Performance Indicators), such as the number of no-shows and service level wait time.
Daily patterns
Recognize booking, arrival, and servicing patterns. Find bottlenecks and specify workloads at various times, such as days, weeks, months, and so on.
Benchmark for employees
Compare staff on average transaction time for service and allow the best to learn from the rest for better results.
NPS and customer feedback
Recognize when waiting times have an impact on customer satisfaction (NPS) (Net Promoter Score). To establish your service level waiting time, find the tipping point.
Examining appointments
Learn how many clients showed up for their appointments, how many arrived early or late, and compare the scheduled time to the service time to determine whether the appointment slots are reasonable.
Analyze the distribution of waiting time and transaction time.
Find out what your true waiting and transaction times are by looking at how they are divided in time slots rather than an average.
Trend Analysis by Time and Date
Analyze no-show rates, or pre-booked appointments vs. walk-ins, and compare them to specific times and dates to figure out when you're busiest.
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