…As Customers Applaud Service Improvement Initiatives Across network
Nigeria’s leading Electricity Distribution Compays, Ikeja Electric Plc, has introduced the Queue Management System Technology to her bouquet of experiential innovations designed to enrich overall customer experience at her business offices.
The Queue Management System, or QMS, is set up to manage the influx of traffic to the upgraded customer service points. Hitherto, managing customers at these centers was an arduous task which often ended with customers often leaving in displeasure. The QMS which issues unique ticket ID’s to walk in customer, schedules them in a ranking schedule based on a “first come first served” bases, thereby creating a serene and stress-free waiting experience.
Speaking on the advantages of QMS, Head Customer Service, Adebola Ajibade said, “The QMS was installed with the customer in mind. We piloted it at our Oshodi model Business Unit and almost immediately we saw the impressive improvement in our crowd management processes. We immediately deployed the tool at our Corporate Head office where we can remotely oversee the daily operations and efficacy of all other branch locations. We are working assiduously to deploy it across all our business locations. By the end of July Akowonjo and Ikeja would be up and running and then over the next few months other locations under Shomolu business unit will be activated.”
Speaking further, Adebola noted that the QMS was also a data mining tool, as it provided crucial information with regard to complaint classification, footfall measurement, fault categorization, pinpoint areas with most complaints and faults, customer classification data among others. The tool also provides information on Turn-Around Time of Customer Care representatives and provides back end overview of nature of complaints before the customer gets to the Care Representative. Quality Assurance teams also connected to the network can monitor real-time, activities in the service center to ensure customers are better managed. Most importantly, prolonged customer wait time in any of our locations can be detected remotely from the Corporate Head office for a better customer experience management.
A customer, Mrs Orimade Ishola, who visited Corporate Headquarters of Ikeja Electric, was visibly excited at the experience of the newly installed QMS, giving the company high ratings. “As you can see I came very early because I was expecting a crowded place like I experienced several months ago. But see how quiet it is. Everything is so orderly and well arranged. I am pleasantly surprised”.
Ikeja Electric in recent times has made significant financial investments to expand service delivery and strengthen its network with improvements in technical infrastructure and asset acquisition. Recently the company acquired Automatic Circuit Recloser Mechanisms to reduce network downtime. The technology is currently piloting in the Akute axis of Lagos.