case study
How Qmatic’s solutions
helped Milton Keynes
Council with customer
journey management
By Peter Lundqvist, Chief Marketing Officer,
Qmatic - www.qmatic.com
Modern customer journey management
is not only a way to create better value
for business in terms of return on
investment and growth. In Milton Keynes
in southern England, it has improved
support for people in economic and
social difficulties, has helped to give
assurance to the most vulnerable
customers and made better use of tax
payers’ money.
A few weeks ago, I met Terry Wright
in Milton Keynes. He works for the
council and the residents he and his
colleagues meet are often people in
need of essential services such as
housing and welfare. Sometimes the
same residents have suffered antisocial
behaviour and hate crime. It’s important
to these victims that their anonymity is
maintained in public. This is challenge in
a public space like a council reception
where customers are routinely asked t o
give detailed personal information about
themselves to reception staff where
other customers might overhear.
That was the case until recently
and before the introduction of modern
solutions for customer journey
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