The Problem: 

Paper Based Manual Lobby Check-In Process – Greeters manually signed customers in for services using a paper sign in sheet on a clipboard.  Service Representatives spent valuable time manually monitoring the sign-in sheet and managing lobby traffic.

The Solution: 

Developed an Electronic Lobby Management application.  The ELM workflow was built to efficiently manage lobby resources and improve customer service by identifying needs up front then connecting the customer with an appropriately trained staff member in a timely manner. The workflow also improves productivity by providing lobby staff with electronic notifications of customers waiting. This allows them to continue working without interruption until they receive a notification. Since the notification includes time of check-in and details pertaining to the customer’s needs, our staff is able to greet customers on a more personal basis and thus increase trust and customer loyalty.

 pdf_iconElectronic Lobby Manager Presentation

 

ELMO DNAcreator Application:

This application works within the FiServ DNA core environment. Customers are able to select from a list of predefined visit reasons and their times are tracked as they wait for and then are assisted by a representative. This allows lobby resources to be managed efficiently and customer service to be improved by identifying needs up front and then connecting the customer with an appropriately trained staff member in a timely manner.

ELMO – Self Service:

Building on our ELMO DNAcreator application, the Self Service version allows branch visitors to register themselves. Touch screen devices allow the visitor to quickly and easily identify themselves and the reason for their visit. The process completely revamps the front end experience for your branch visitors while maintaining the back end feel of the DNAcreator application.

ELMO – Mobile:

Building on our ELMO Self Service application, the Mobile version allows branch visitors to schedule a visit through a web page link. The link allows a visitor to review available branch locations and the number of other visitors waiting at each location. And like the Self Service application, ELMO Mobile allows a visitor to quickly and easily identify themselves and the reason for their visit after selecting the branch office they would like to visit. After scheduling their visit, a confirmation code is given which the visitor will enter in the lobby through Self Service. This scheduled visit is held in line until the visitor confirms the visit, which signifies to branch representatives that the visitor has arrived and is ready to be assisted.