Facsa implements an intelligent appointment and queue management system in all its offices

Facsa It takes a new step in the digitalization of the company with the implementation of the queue manager in all its offices, an intelligent system in which priority is given to serving people with appointments with the aim of improving customer service and experience.

To use this service, users can request in-person assistance at any office through the website from the company and upon arrival confirm the appointment with your ID or with the QR code that appears on the receipt received by email.

In this regard, Raquel Ginés, head of the Process Control department at Facsa, emphasizes that “with this system, people can benefit from the service with complete flexibility in scheduling, being able to book their appointment at any time of day, 365 days a year, through various channels. By avoiding waiting and queues in physical service areas, the user saves time and therefore we increase their level of satisfaction.”

Proven technology and coordination with all users for the implementation of the service

For the system to function correctly, elements such as QR code readers, LCD/LED monitors, service stations with web keyboards and configuration and monitoring modules, as well as dispensers designed by the company, were required. These dispensers offer relevant information on their touchscreens, becoming an additional communication channel. Furthermore, the platform uses hardware with flexible and scalable options, allowing for different solutions to be adopted for each office.

As Javier Villanueva, head of the Management and Customer department at Facsa, explains, “it hasn't been a conventional implementation; we've sought a service tailored to the needs of the public who visit our offices.” Furthermore, during the launch of this project, 46 technicians from the company's supply area and 60 customer service representatives from the more than 70 municipalities where Facsa manages customer service across Spain have been trained.

New data for new services

Those responsible for implementing this system at the company have indicated that it is a solution with significant potential and is scalable to any company within the Gimeno Group. The software used includes a reporting and statistics module that allows them to identify services and peak demand times, the number of customer service agents online at any given moment, and the most requested subscriber management administrative tasks by hour, date, and office. As Villanueva explains, “All this data provides a wealth of information that will help us analyze new options. For example, we could explore the possibility of offering a customer service via videoconference.” In this regard, it is worth noting that FACSA has chosen one of the best tools available on the market. In fact, major banking institutions such as Banco Santander, departments overseen by the Ministry of the Interior, and the Health Services of specialist and primary care centers in various Autonomous Communities already rely on this product.

For all types of profiles

It's worth noting that the appointment booking service, which can be selected even for the same day with up to two hours' notice, is a solution for all types of users, including those without a computer, mobile phone, or tablet. Customer service staff can schedule appointments by phone or in person simply by entering the user's name, surname, and ID number. In this regard, Ginés confirms that "the online appointment booking service can be used in addition to traditional phone appointments, as it's a very flexible, multi-channel tool that the company is using to avoid waiting times in all cases."