We reinvents the Wireless staff call button

There are many solutions on the market for calling personnel in various fields of activity. Most of them are based on pagers — when pressed the personnel receives notification and arrives at the client location.

The key problem when using such devices is their offline format — there is no possibility to track the actions of personnel, efficiency of service, flexible configuration of features is not supported.

Smartix company presents modern wireless button for calling personnel based on Android tablets with call button for visitors and employee smartphones to respond calls and serve customers.

How does the Smartix call button work

The solution is based on Android tablet that contains staff call button. The tablet is placed in the required location or section of the sales area. In idle mode, the tablet screen displays advertising content or attracts attention with banners that offer to call a consultant through the device.

To receive a call, employees use their smartphones with installed Android application. When pressing a button on the tablet, all available employees receive a notification with sound or vibration. Employees have access to information about which specific tablet and in which location was used. Depending on their competencies in a given location or workload, the employee confirms the request and goes to the tablet, where the visitor is waiting.

Solution advantages

The wireless staff call button on the tablet in conjunction with Android smartphones is the most modern and functional system on the market with the ability to quickly launch and easily scale. The online solution supports tracking of customer calls, as well as employee performance and provides full monitoring of the complex.

Examples of tracking metrics:

• Frequency of manager’s approach to the client
• Number of processed requests
• Points or sections (with tablets) where work was carried out
• Average time of customer service
• Average time the client waits for an employee
• Whether the client was redirected to the sales department
• Service refusals and their causes

As a result, the system is used not only to work with requests within the electronic queue, but also contains a powerful tool for obtaining analytical data in the interests of the retailer, which allows:

• Determine key performance indicators of personnel
• Perform comparative analysis, view data history
• Collect feedback from customer service employees
• Identify dishonest and ineffective employees
• Track shortages or surpluses of employees

The store gains access to important metrics that are not visible to the ordinary eye, and often impossible to obtain in any other way than by tracking the process of managers working with clients. The Smartix system successfully solves this task, which allows it to be classified as a completely different class of solutions compared to classic buttons and pagers.

Constantly received online analytics and previously accumulated data allow retailer to improve the level of service and the efficiency of the sales areas in a broad sense, and in a narrower sense — better optimize the staff, evaluate the productivity level of each of them and the entire department, evaluate the motivation system, better understand the needs of customers and optimize the sales funnel.

Result

At present, the system is successfully used in large retail with large areas and a large number of consultants. In addition to retail, the complex is suitable for any tasks involving calling personnel, where a visitor needs an employee to resolve issues or provide consultation on site.

At the customer’s request, the system can be further developed – the capabilities of the back office are expanded, the logic of the Android application is changed, and client tablets are equipped with any additional functionality.