Duluth, GA (PressExposure) July 25, 2013 -- New Mexico Governor, Susana Martinez, found help facing MVD customer service issues and revolutionizing its field offices statewide by implementing a new Qmatic customer experience solution.
The deal, which overhauls all 33 field offices and 38 municipal offices over two phases, highlights the Governor's goal to implement a highly versatile system integrating technological advances and innovations to improve and streamline customer service.
The Qmatic system is centralized on a single server in Santa Fe eliminating the previous 33 PC's in the field and allowing for the addition of offices to the server without requiring additional PC hardware. Standardization of reporting and measurements provides the corporate office a true view of statewide office productivity and wait times with which they can hold the offices accountable.
New self-serve check-in Qmatic kiosks provide management the means to add "Express" services that direct customers with short service times, such as dropping off a license plate, to an express queue to alleviate bottlenecks. Informational and directional displays keep waiting customers informed of average wait times and provide clear direction of where to go and when.
Once reporting the longest wait times in the state at more than 90 minutes, the Carlsbad field office now reports an average wait time of just four minutes with the Qmatic system.
One-of-a-kind customer feedback units provide real-time customer satisfaction data that allows management to immediately address issues directly with the customer.
The Qmatic customer feedback units provide an outlet for customers to rank the quality of service they just received by selecting one of five buttons listing various levels of satisfaction. This feedback is instantly emailed and texted to management allowing them to address unsatisfactory scores before the customer leaves the premises.
"I am thrilled that this cutting-edge system has been implemented as a model of customer service across all industries," said Governor Martinez. "This will provide immediate feedback from customers, good or bad, and will serve as an important management tool to improve overall customer service and operational efficiencies."
By analyzing this and additional statistical data tracked by the Qmatic system - such as real and estimated wait times, transaction times and workstation performance - the MVD can now base operational improvements on tangible information. They not only know where improvement is needed but also why.
System reporting and analysis can assist them with determining how many service windows should be open at certain times of the day or days of the week. It can also help to determine which staff members may require additional training or are performing exceptionally, and prioritize service delivery based on staff strength and customer need.
"We are proud that New Mexico MVD chose Qmatic as the supplier of this vital system to improve both customer service and branch performance," said Thomas Sareyko, Qmatic CEO. "We would like to extend our appreciation to the entire staff of New Mexico MVD for their support in ensuring the success of this implementation."