BRS STREAMLINES IT’S IN-PERSON SERVICE DELIVERY POINTS
By: Otieno Otiego
A few years ago, it was inconceivable that one could walk into the Companies’ Registry at Sheria House and find all customers seated, as they waited for their turn to be served at the counter. More often than not, the Companies’ Registry was packed with customers standing in long queues that snaked through the entry/exit point of the registry.
However, this has changed over the years with the continuous aggressive agenda of digitalization and automation of business processes in the Companies Registry, Insolvency, Collateral registry and Hire Purchase meaning, customers do not need to visit our offices to get our services.
Nevertheless, there are instances that one is required to seek in-person services and to further enhance our customers experience while visiting our offices on the 16th floor at 316 Upper Hill Chambers, the Service recently operationalized a queue management system that will see more than 5,000 customers who seek services at the Business Registration Service monthly, experience enhanced service delivery and satisfaction. The system will help the Service efficiently manage queues, aid in data collection that is well safeguarded and assist in improving service delivery touchpoints.
Customer centricity is our core value, and as a result, BRS aims to offer unparalleled superior services, characterized by high levels of customer satisfaction, in order to improve user experience.
Notably, the implementation of the queue management system is part of the Service strategy to enhance all customer touch-points and assess areas that need improvement in order to transform customers’ experience.
The system has not only improved staff productivity, but also allowed faster customer service turnaround time and eased tracking of all transactions in real time and the turnaround time is predictable for our customers. We are also now able to scale up staff capacity when need arises.
RIANA Group implemented the suite of solutions including the Q-SYS Queue Management System and a dedicated Customer Experience Portal (CX Portal) that has benefited both members of staff and BRS customers, creating a more streamlined experience across their entire journey.
The operationalization of the queue management system marks a significant milestone in being a responsive organization to customers throughout their business life cycle.