About Swiss Post
Swiss Post is the national postal service of Switzerland, operating across 800 locations. As a public company owned by the Swiss Confederation, it stands as the country’s second-largest employer with approximately 54,000 employees. Headquartered in Bern, Swiss Post also extends its services to 25 other countries. In 2021, Swiss Post achieved global recognition by being ranked as the world’s best postal service by the Universal Postal Union for the fifth consecutive year.
The Challenge
Swiss Post aimed to enhance its services as they faced certain limitations related to service quality and support. In response to these challenges, they initiated a tender process to find a more suitable customer flow management system.
Ultimately, Swiss Post selected Wavetec as their partner for this transformation project. The key reason for choosing Wavetec was its global reach and extensive experience working with clients worldwide. Swiss Post believed that they could benefit from Wavetec’s insights and expertise gained from similar projects.
The Solution
To achieve this goal, Wavetec engaged in detailed discussions with Swiss Post representatives to identify their specific requirements. Based on these discussions, Wavetec developed a tailored solution for Swiss Post, which included the following components:
- Lobby Leader: Application that is designed to effectively manage customer flow at the branches. It shows a quick summary of the branch including average wait and service times and people per service queue.
- Centralized Engine: A cloud-based system to manage the backend heavy lifting.
- Dashboard Management Portal: A centralized platform to monitor and manage the entire system efficiently. It enabled the management to view reports, track branch performance, and teller KPIs, and even monitor the system’s health.
- Web Ticketing: Standard interface and API integration with Swiss Post’s app, allowing customers to issue tickets online, via the app. This solution ensured lesser paper wastage, making it more sustainable and environmentally friendly.
- QR Scanning: Integration of QR code scanning on kiosks for customer identification. Registered Swiss Post customers are then issued coupons for coffee or a snack.
- WebSDU: A web-based Station Display Unit to enhance the customer experience by displaying the queue status alongside average waiting time and any promotional or entertainment content Swiss Post would like to show its customers.
- API Integration: Integration with Swiss Post’s teller software for seamless ticket calling.
Additionally, Wavetec demonstrated its commitment to inclusivity by incorporating disability support features, making the solution accessible to all customers.
Customer Journey
The implementation of Wavetec’s solutions transformed the customer journey at Swiss Post service centers, offering three distinct paths:
Standard Walk-In Path:
- Enters the Swiss Post branch
- Locate the nearest Kiosk
- Follow the on-screen instructions to generate a ticket
- Ticket is called on digital signage through Wavetec’s ticket calling API, integrated with Swiss Post’s teller software
- Customer is served
Ticket Via Lobby Leader, Walk-In Path:
- Enter the branch
- Approach the teller and they will generate a ticket for you via Lobby Leader
- The ticket is called directly as an NTC (No Ticket Call) ticket as soon as it is generated
- Customer is served
Ticket via Swiss Post App:
- Enter the Swiss Post branch
- The customer issues a ticket via Swiss Post’s app, which is integrated with Wavetec’s ticket-issuing API
- Ticket is called on digital signage through Wavetec’s ticket calling API, integrated with Swiss Post’s teller software
- Customer is served
Outcomes
The implementation of Wavetec’s solutions across 139 Swiss Post branches led to significant improvements in Swiss Post’s service operations:
Summing It Up: The Swiss Post Transformation
In the wake of this transformative collaboration between Swiss Post and Wavetec, it’s evident that a bold vision for the future can revolutionize even the most traditional of services. Through innovative technology and tailored solutions, Swiss Post has embarked on a journey toward exceptional customer service.
The path forward is marked by efficiency, reduced wait times, and unparalleled customer satisfaction – a journey that showcases the power of partnership and innovation. Swiss Post’s commitment to enhancing its customer experience sets a shining example for organizations worldwide, illustrating that with the right vision and the right partners, the sky’s the limit for customer service excellence.
Get in touch with Wavetec to learn more:
Lobby Leader empowers you with unparalleled control over branch operations, elevating customer satisfaction to new heights.
Explore the remarkable features that set Lobby Leader apart:
Real-Time Analytics: Monitor key performance indicators (KPIs) effortlessly with live updates, gaining valuable insights into branch performance and customer flow.
Active Counters at a Glance: Get an instant overview of the status of all counters, allowing you to make informed decisions and optimize resource allocation.
Single Sign-On: Seamlessly switch between roles with a single sign-on, effortlessly transitioning between Reception and Agent modes for enhanced efficiency.
Swift Ticket Activation: Activate tickets and issue numbers swiftly, enabling customers to walk directly to the designated service area without unnecessary delays.
Customer Profile Management: Create and edit customer profiles efficiently, ensuring accurate and up-to-date information to personalize interactions and streamline service delivery.
Queue Navigation: Effortlessly navigate through queues, ensuring smooth customer flow and minimizing wait times.
Waiting List Management: Cherry-pick customers from the waiting list based on priority, allowing you to address urgent needs promptly and ensure optimal service.
Enhanced No-Show Logic: Revolutionize the handling of no-shows, providing a better customer experience by optimizing resources and reducing unnecessary waiting times.
Queue Assignment and Reassignment: Assign or re-assign queues to customers as per their requirements or changing circumstances, ensuring flexible and adaptable service delivery.
Priority Assistance: Identify and prioritize customers who require special assistance, ensuring their needs are promptly addressed and enhancing overall customer satisfaction.
Walk Direct: Prioritize VIP customers and emergencies by allowing them to be directly called to the service counter, bypassing the regular queue.
Post-Processing: Expedite the completion of services by eliminating unnecessary post-processing time, allowing customers to finish up and move on more quickly.
Edit Customer Journey: Modify customers’ journey at any point, allowing the deletion or addition of services based on their preferences or changing needs.
One Ticket, Multiple Services: Streamline the process by using a single ticket to address multiple service requests, reducing the need for customers to acquire multiple tickets.
Add Notes: Enable tellers to add important notes to customers’ tickets, ensuring that crucial information is available to all relevant parties.
Notifications: Offer customers the option to receive updates and notifications at each touchpoint via SMS or email, keeping them informed throughout the service process.
