"Better service and shorter waiting times are the key aspects for customer satisfaction in daily business. With custom-tailored customer flow management systems, Kapsch optimizes work processes and supplies precise, relevant information. Customers can use their time effectively while waiting, allowing them to benefit along with the company. An intuitive touch display makes it extremely easy to find relevant information, such as a detailed overview of the shop or the shortest way to one's destination. This leaves employees more time for better consultation and service. This is our idea of modern and efficient interaction with customers", explains Peter Weimar-Grötz, Solution Manager at Kapsch BusinessCom.
Two-fold customer advantages at Vital Apotheke
The customers of Vital Apotheke are already enjoying the new benefits: They can choose whether they require an individual consultation or simply want to quickly pick up their medications. The desired service can be selected on the display, whether it is consultation, prescription or picking up pre-ordered products. In the background, the customer flow software assigns the most appropriate contact person depending on the request - such as a specialist in natural remedies, homeopathy or cosmetics - or the next open position at the counter. The customer receives a ticket with a number, which then lights up at the corresponding counter position. This makes it unnecessary to stand in a line, and the customer is free to move about the shop and make good use of the waiting time. The number reserves the customer's place, preventing another person from cutting ahead in line. Until the number is called, the customer may learn about, test or taste the available products.
In addition, the software also supplies important data for staff and resource management at the pharmacy: what customer volumes arrive at different times, with which needs and how long a consultation lasts. This information helps management continuously improve the service quality.
"After initial skepticism, our customers are very satisfied with this solution and have recognized the added value it offers: no long waits and direct access to the right contact person for their needs. Plus, we can introduce our customers to additional offers, such as cosmetic products. The experts at Kapsch were reliable partners, providing thorough assistance from the planning phase through to the successful implementation", explains Marcel Mathà, store manager of Vital Apotheke.
Full service from a single source
Kapsch BusinessCom is your reliable partner in the implementation of customer flow systems, from the pilot phase to regular operation. Numerous companies, such as Casinos Austria and VitaTV, appreciate Kapsch as a dependable partner and rely on Kapsch's customer flow management systems with great success.
Kapsch BusinessCom AG – a company of the Kapsch Group – is a leading ICT service partner in Austria, Central and Eastern Europe with over 1,200 employees and annual sales exceeding 230 million euros. Embedded in the Kapsch Group, Kapsch BusinessCom is active worldwide with its own offices in Austria and subsidiaries in the Czech Republic, Slovakia, Hungary, Romania and Poland. Kapsch has positioned itself as an ICT service partner offering a complete solution portfolio covering the areas of information technology as well as telecommunications. In addition to system integration and continuous optimization measures, Kapsch BusinessCom is increasingly taking on responsibility for the entire area of operations. Kapsch BusinessCom relies on manufacturer independence and partnerships with globally leading technology providers, such as Aastra, Avaya, Cisco, Google, Hitachi, HP and Microsoft. In concert with these partners Kapsch offers its services as a consultant, system supplier and service provider, but above all as a reliable, dependable, long-term trusted advisor in a rapidly changing technological environment. Kapsch BusinessCom always generates clear added value for its over 17,000 customers.