UK Post Office pilots new customer flow systems

The Post Office is to benefit from valuable management information acquired by piloting new customer flow management (CFM) systems from Qmatic to help improve customer service. The Qmatic systems, including barrier and call forwarding, are to be piloted at selected Crown Post Office branches across the UK. Qmatic has worked with Post Office Ltd for the past 20 years, but in 2011 underwent a new competitive tender. Chris Nicholass MCIPS, Post Office Ltd procurement analyst, said: “The Qmatic team works well with Post Office Ltd helping to initiate innovative, new ideas that help us improve our Post Offices. The team is exceptionally cooperative and easy to work with helping to ensure our customers benefit from reduced waiting times.”

David Anahory, Qmatic UK chief executive, said: “As the first business to harness cashier number three technology and queue ticketing, Post Office Ltd has continuously sought ways to improve the customer’s branch experience through innovation. Using the management information provided by the Qmatic system, Post Office Ltd has the potential to improve the customer experience.”

In line with European Union policies, Post Office Ltd conducted an open tender process, receiving 10 expressions of interest for the PQQ stage, with five vendors going through to the ITT stage. Following a rigorous auction, Qmatic was awarded the three-year contract at the end of last year for barrier and call forward solutions with the option to extend to a further two years.