We have found ESII to be a tremendous selection for our Service Centre. The ease of the training required to become a user of the system is very beneficial as the system is designed to be straight forward and very user friendly. The ability of our customers to interact with a kiosk allows them less waiting time and are able to be directed to where they need to go on the onset of their visit.
We were looking at a self-service model and the kiosks offered us that solution. From the kiosks we can provide instant updates with informational messaging as well as links with a QR code for information on our services the customer can explore while they wait.
The ability to add SMS text messaging was also a great benefit. At times we are very busy and close to a mall, our customers do not have to wait at the Service Centre; they can wander and be notified by text message when they are about to be seen.
Brian JENNERICH
Quality analyst
