An outstanding customer journey, from the first to the last touch point
Customer Flow Management (CFM) a methodology invented by Qmatic that allows an organization to systematically manage the customer journey from the very first to the last customer touch point. The methodology connects the virtual and real world to create outstanding and consistent customer journeys through all channels.
Customer Flow Management links the service points together, helping managers understand the dynamics of the customer’s visit and ultimately his experience. It stresses the importance of planning and monitoring the customer’s entire visit, also capturing data and information at each point of contact with a member of staff or self-service point to manage operation and drive efficiency.
We have used all our knowledge and experience to create our six-step methodology. The six steps of CFM cover the entire customer journey and every step is the key to ensuring a faster and better service process and business benefits for all kinds of organizations.
The Customer Flow Management methodology is central when developing a customer service process. With this approach, it is possible to design solutions that maximize the benefits for the service provider with great results. Whether you have a small location or a wide network of branches, Customer Flow Management will deliver great benefits. There are benefits to be gained in customer experience, productivity, staff efficiency and increasing sales.
Why Qmatic?
Proven business results. In the short-term Customer Flow Management can increase sales and productivity by up to 30% and decrease costs by up to 30%, all with an with an enhanced customer experience in focus.
Global experience and presence.
Hospitals, banks, retailers and government organizations apply our methodology every day across the globe.
When a customer comes to visit a store, a branch or a hospital they go through a journey. The journey comprises a set of experiences. Those experiences shape how the customer will react as you deliver your messages and offer them different products and services. That journey is crucial to maximising the value of your customer’s visit.