London Mutual Credit Union deploys Qmatic queue-management tech

The financial co-operative has six branches across Southwark, Lambeth and Westminster but recently moved its head office building to larger premises in Peckham in order to better manage the physical reception of its 150 daily visitors.

The Duet Virtua software and hardware system replaces barrier-based queue management, and features a kiosk-style greeting system with ticketing for six customer service points.

Lakshman Chandrasekera, CEO at London Mutual Credit Union explains, "In the move to Peckham, we wanted to make our members' physical journey much more efficient, and Qmatic has certainly done that for us. The customer experience is much better; rather than standing around for service they can sit down in comfort and know that their query will be dealt with quickly and fairly."

Steve Williams, UK CEO at Qmatic adds, "It's a smooth process. On arrival, visitors can used the screens to decide which services they need. They are then issued a relevant ticket and called forward to the right counter to serve them. This is an important way to ensure that people are served in a fair and stress-free way."

London Mutual Credit Union selected Qmatic for its credentials in queue management, having worked with organisations such as Barclays, HSBC and the Post Office.

"It was a very straight forward implementation by a very professional company," concludes Chandrasekera.

Duet Virtua features include the facility to promote messages to a waiting audience via slide shows or video. Its high capacity angled touch screen makes it visible in a wide range of environments. Built-in intelligence means that no PC is required to run it. Location services and settings are very easy to reset, so should you ever need to replace a device, your settings can be quickly retrieved. Finally, it delivers valuable customer data and insight such as knowing how many people asked for service, what kind of service they asked for and how long they had to wait.