K-Electric, a vertically-integrated power utility, has been supplying Karachi’s electric needs for over a century now. Be it commercial, residential, agricultural or industrial, they have ensured the continued generation, transmission and distribution of electricity to the ‘City of Lights’.
In light of the ongoing pandemic and changes in customer service standards, KE plans to adopt two of Wavetec’s solutions, hoping to cater to both digital and non-digital clientele. The first is an on-premise Enterprise Queue Management Solution, and the second is a Virtual and Cloud-based Queue Management system.
KE is working towards improving and optimising customer experience. Service priorities have come to include the health and safety of clients and staff, swift and convenient information dissemination, and integrated and holistic service provisions.
This part of the solution includes the following hardware and software:
- Ticket Dispensing Kiosks with barcode readers
- Calling Display units
- Digital Signage
- Announcement Control system
- Customer Feedback units
- Centralised and customised portal with Spectra Reporting and Dashboards
The customer arrives at the KE service centre and approaches the kiosk, where they scan their bill barcode and receive a ticket to mark their place in the queue. They then wait in the waiting area, checking digital signage display units which display queue statistics like the current ticket number and estimated wait times. Their turn is called on the announcement system, and displayed on digital signage, and they approach the teller station to be served. Before departing they will be asked to give their feedback on especially designed units.