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Project Background
In today’s fast-paced business environment, customer service experience has become a key factor in an enterprise’s competitiveness. China Pacific Insurance Co., Ltd. (hereafter "Pacific Insurance") and Ping An Insurance (Group) Company of China, Ltd. (hereafter "Ping An Insurance") are both leading providers of comprehensive insurance services in China. For years, their business halls have faced challenges due to high customer traffic and large numbers of service personnel. To improve operational efficiency and optimize customer experience, both companies urgently needed a highly efficient and intelligent queue management system.
Against this backdrop, Kioskian, with its strong expertise and technical advantages in the field of intelligent queue systems, fully took on the smart queue management system project for both Pacific Insurance and Ping An Insurance. From design and production to local device adjustments and after-sales support, Kioskian met all client needs and helped both companies usher in a new era of smart service.
Solutions Provided
Key Features of the Queue Management System:
· Exceptional Performance: Kioskian's queue management system utilizes high-performance processors, ensuring quick system response even during peak periods, effectively reducing customer wait times.
· Elegant Design: The sleek and modern design seamlessly integrates into the service environment of both Pacific Insurance and Ping An Insurance business halls, enhancing the overall image. Additionally, the system’s durable and easy-to-clean materials ensure long-term stability and visual appeal.
· Comprehensive Functionality: The system supports multiple ticketing methods (self-service, manual, etc.), provides clear queue status displays, and offers multi-language voice broadcasting to inform customers about their service progress in real-time. Additionally, the system includes data collection and analysis features to support business decision-making.
· Innovative Leadership: The smart queue management system integrates several cutting-edge technologies, such as facial recognition, IC cards, and QR code scanning, further enhancing customer experience and operational efficiency.
Technical Highlights:
· High Stability: The system is built with advanced hardware and software technologies, ensuring stable performance, reducing the failure rate, and lowering maintenance costs.
· Customizable Interface: A tailored interface was designed to meet the specific needs of Pacific Insurance and Ping An Insurance, aligning with their brand image and business processes.
· Smart Dispatching: The system utilizes intelligent algorithms to optimize the order of service, effectively shortening customer wait times and improving service window efficiency.
Outcomes
Scale and Delivery: After meticulous production and local device adjustments, Kioskian successfully delivered thousands of queue management systems for Pacific Insurance and Ping An Insurance, covering all their business halls nationwide.
Actual Impact: Since the implementation of the smart queue management system, the operational efficiency of Pacific Insurance and Ping An Insurance has significantly improved. Customer wait times have been drastically reduced from nearly 30 minutes to under 10 minutes on average. Additionally, the service window efficiency has also been greatly enhanced, leading to higher customer satisfaction.
Market Feedback: Both Pacific Insurance and Ping An Insurance have highly praised the smart queue management system provided by Kioskian. They stated that the new system not only improved operational efficiency but also greatly enhanced the customer experience. Market feedback also indicates that Pacific Insurance and Ping An Insurance's innovative approach to smart services has garnered widespread recognition and acclaim.
Ongoing Collaboration
Following the success of this project, Kioskian has established a strong and trusting partnership with both Pacific Insurance and Ping An Insurance. The two companies look forward to deepening their collaboration and exploring more innovative applications in the smart service field. Moving forward, we will continue to supply high-quality smart queue management systems and services to support Pacific Insurance’s and Ping An Insurance’s digital transformation and high-quality development. We also look forward to partnering with more clients to create a brighter future for smart services.
