K-Electric, a vertically-integrated power utility, has been supplying Karachi’s electric needs for over a century now. Be it commercial, residential, agricultural or industrial, they have ensured the continued generation, transmission and distribution of electricity to the ‘City of Lights’.

In light of the ongoing pandemic and changes in customer service standards, KE plans to adopt two of Wavetec’s solutions, hoping to cater to both digital and non-digital clientele. The first is an on-premise Enterprise Queue Management Solution, and the second is a Virtual and Cloud-based Queue Management system.

The goal

KE is working towards improving and optimising customer experience. Service priorities have come to include the health and safety of clients and staff, swift and convenient information dissemination, and integrated and holistic service provisions.

Non-Digital Customer
This part of the solution includes the following hardware and software:

• Ticket Dispensing Kiosks with barcode readers
• Calling Display units
• Digital Signage
• Announcement Control system
• Customer Feedback units
• Centralised and customised portal with Spectra Reporting and Dashboards

Customer Journey
The customer arrives at the KE service centre and approaches the kiosk, where they scan their bill barcode and receive a ticket to mark their place in the queue. They then wait in the waiting area, checking digital signage display units which display queue statistics like the current ticket number and estimated wait times. Their turn is called on the announcement system, and displayed on digital signage, and they approach the teller station to be served. Before departing they will be asked to give their feedback on especially designed units.

Integrations The Queueing Management System will be integrated with SAP CRM (for customer details), and Billing application and the external printer. SMS notification scheduling system is another vital integration.

The integration between Wavetec’s solution and KE CRM helps resolve more than 50% of customer’s queries while they are operating the Ticket Dispensing kiosk. This ensures that operators are able to provide more streamlined and improved services.

Digital Customer

• Virtual WhatsApp/Mobile Application Ticketing and Appointment solution
• Calling Display units
• Digital Signage
• Announcement Control system
• Customer Feedback units
• Centralised and customised portal with Spectra Reporting and Dashboards

Customer Journey

The customer signs in, books an appointment, or a place in the queue, using a mobile application, or by scanning a QR code and opening a WhatsApp chat. They begin queueing before they even arrive on the premises. They will receive real-time notifications about their status in the queue and how long remains till their turn. Closer to this time they will arrive, check in using their device and wait until their turn is called or displayed on the digital signage. They approach the teller, are served and asked to give their feedback via WhatsApp.

Integrations The virtual WhatsApp Queueing system is integrated with Wavetec’s Cloud system (inclusive of a cloud controller and lobby leader module), and SAP CRM. SMS notification scheduling system is another vital integration.

The glory of Spectra Enterprise solution

Wavetec’s Spectra Management portal is the central configuration and management tool. It allows customisation to meet your specific needs, configures branches in the portal, defines services offered and KPIs, handles third party integrations, system updates and system performance.

Spectra offerings include but are not limited to:

• Real-time and historical analysis reports
• Priority customer management
• Email and SMS notifications
• Ticket number generation
• Teller backend activity management
• Voice Announcement management
• Encrypting passwords