Trident Technical College (TTC), a prominent hub for tech enthusiasts and professionals, is dedicated to providing top-tier services and support to its students. To address the growing challenges of long wait times and inefficient service management, TTC implemented Wavetec’s Virtual Queue system. This case study explores the features and impact of the Wavetec Virtual Queue system on improving customer experience at TTC.
The Challenge
Prior to implementing the Wavetec Virtual Queue system, TTC encountered several issues:
- Prolonged wait times for students needing technical support and consultation services.
- Ineffective queue management resulting in client frustration and dissatisfaction.
- Absence of real-time data to optimize service operations.
- Difficulty in collecting and leveraging feedback for service enhancement.
Solution
To overcome these challenges, TTC deployed Wavetec’s Virtual Queue system, which provides a comprehensive suite of features to enhance the client experience:
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- Getting in Line:
- Virtual Queue: Students can conveniently join the queue through the TTC website, ensuring easy access to services.
- 2-Way SMS: For added flexibility, students can also join the queue by sending a simple SMS.
- Getting in Line:
- PushBack : Students unable to meet staff upon receiving call notification , can reply back to push themselves down in the queue to gain more time before they are called again by the staff
- Scheduling Appointments:
- Students can schedule appointments for services that typically have longer wait times or higher demand, ensuring timely assistance.
- Real-Time Notifications:
- Students receive real-time updates about their position in the queue via SMS or the web portal, keeping them informed and reducing uncertainty.
- Reminders:
- Automated reminders are sent to students as their turn approaches, minimizing missed appointments and ensuring they are ready for their service.
- Queue Management:
- Cancel Anytime: Students can cancel their queue number at any time by sending an SMS if they no longer need the service.
- Track Position: Students can send an SMS at any time to check their current position in the queue.
- Adjust Position: If running late, students can push themselves down the queue, providing flexibility without losing their place.
- Feedback Collection:
- After their service interaction, students can provide feedback via SMS or the web, allowing TTC to gather valuable insights for continuous improvement.
- Real-Time Monitoring and Reporting:
- Administrators have access to real-time dashboards and comprehensive reports to monitor the complete student journey. This data helps identify bottlenecks and optimize service delivery.
Implementation
The implementation of the Wavetec Virtual Queue system at TTC involved several key steps:
- System Integration: The Wavetec solution was seamlessly integrated with TTC’s existing client management systems and web portal.
- Staff Training: Comprehensive training was provided to staff to ensure they could effectively assist students with the new system.
- Client Awareness: An awareness campaign was launched to inform students about the new system and its benefits.
Results
The implementation of the Wavetec Virtual Queue system has led to significant improvements at TTC:
- Reduced Wait Times: Students experience shorter wait times, resulting in higher satisfaction levels.
- Increased Efficiency: Staff can manage queues more effectively, focusing on delivering quality service.
- Enhanced Flexibility: Students appreciate the ability to manage their queue positions and receive real-time updates.
- Valuable Feedback: The collected feedback has been instrumental in driving service improvements.
- Data-Driven Decisions: Real-time dashboards and reports provide actionable insights, enabling data-driven decisions to further enhance client services.
Conclusion
Trident Technical College’s partnership with Wavetec has revolutionized the way client services are managed. The Virtual Queue system has not only improved the client experience by reducing wait times and increasing service efficiency but also empowered TTC with the tools to continuously optimize its service delivery. By leveraging advanced technology, TTC remains committed to providing exceptional support and services to its students.
