As IT manager, one of my evaluation criteria for the solutions installed is the utilization rate. The different users (supervisor, systems administrator, agent) were trained by ESII and they use the solution permanently. The real time tracking of the queue line, the statistics, the traceability of the users are features that are well appreciated by the agents.

I recommend the queuing management system by ESII for any companies that want to optimize workforce performance and productivity, reduce waiting time and enhance the customer satisfaction.

The ability to add SMS text messaging was also a great benefit. At times we are very busy and close to a mall, our customers do not have to wait at the Service Centre; they can wander and be notified by text message when they are about to be seen.

In Le Havre, we welcome more than 300 000 visitors per year in our 10 agencies. Wirth eSirius, we have selected a scalable queue management solution. Besides the queuing feature, we added the user reception with a ticket dispenser and we also offer an online appointments reservation system. These two tools free up time for our agents who can work on other missions. That allows us to ofer new services to citizens.

The quality of the reception but also the comfort have been improved since the installation of the system, as well as for our customer and for our employees.

From now on,  our customers sit down comfortably in the waiting room, calmly and they respect the running order without conflict.

The solution was expected by our agents and they have accepted and understood the system.

Since the installation, we have noted a gain of time for the process of the requests but also a reduction of the waiting time for our customers.

The BSIC has improved its image with a more professional reception. I recommend the ESII’s QMS.

 A survey conducted in our Villeurbanne Gratte-Ciel office shows that 86% of customers find that the current waiting lines management is better than the former one. We couldn’t go backwards now, and I definitely recommend the system to my co-workers

With three waiting rooms and one reception desk and 300 gynecology and obstetrics consultations per day, we quickly realised that we would need a system to support us.

On arrival at the clinic, the patient checks in at a self-service kiosk. The system knows when and where the patient has an appointment and directs them to the different services they need to attend throughout their visit. This means that staff are immediately informed that their patient has arrived (with or without an appointment) and so do not need to look for them in the waiting area.

We installed eSirius™ 2 years ago now in this agency. We faced no difficulty to install and deploy it. The system is very advanced; we can qualify customers’ visit type and therefore define a more efficient customer flow management strategy. I think that with this solution, we give the same impression of reliability and quality that we want to find on our airline and in every Air France service.

We previously had difficulty accommodating all our members at our Cissin branch, which is actually one of our larger branches. With the easy-to-use eGestat™ solution in place, our reception area is better organized and segmentation of visitors is clearer. The solution has also improved relations with members as well as our overall brand image. With the installation of video displays for customer calls we are able to communicate more information, more effectively with our members. 

The team at ARSI is pragmatic and motivated and provided us with perfect support through this project. They went above and beyond our expectations.

To further improve relations with our customers, our next request would be that vocal announcements could be made in our country’s other languages (a project currently in progress) because not all our members speak French.

Not only have we found the system to be very scalable, but ESII was also able to respond to our requests in a timely manner.

The eGestat interface has been seamlessly integrated into our current IT system, PERIPHAR. We have not encountered any problems with the system in the six months that it has been installed. I have also recommended this product to one of my colleagues who has just finished installing it.

The staff no longer have to intervene in the event of a dispute over a place in the queue as the customer has a ticket, meaning they are free to browse the store without losing their turn.

The first advantage is really waiting lines management and an anxiety free environment for our visitors. We have installed the ESII solution in one of our district city hall and now I can check in real time how many visitors are waiting, what tasks have been performed by staff, what requests have been asked, and I can benchmark those data with the ones we have at the main city hall.

We really focused on the fact that the system was easy to use. Customers are served on a “first come, first served” basis, they have a better visibility regarding available counters, and de facto our customer service is improved. With this solution, our salespersons are also more available to the customers within the first contact, and the system clearly indicates when they are free to serve clients.

To sum up, the system is really easy to use for the salespersons, understandable by the customers, and enables a better reception at the counters.

The introduction of eSirius™ in the Swisscom Shops enabled us to dramatically reduce customers waiting times. Currently our customers don’t wait more than 5 minutes and this result is really beyond our expectations.