An integrated public customer service centre in Buda with integrated Q-FUSION CFM system
In the summer of 2015, an integrated customer service centre was launched in Buda in Fő street where clients could use the services of various public service providers, e.g., FKF (Metropolitan Public Area Maintenance Plc.), FŐTÁV (District Heating Supplier of Budapest Plc.), FŐVÍZ (Budapest Waterworks), Díjbeszedő (The Billing and Collection company of Budapest utilities), DHK (Debt Collection management Plc.) on the same spot. The concept of an integrated centre exposed an IT challenge to our company, since a solution that has functions of customer queue management (Q-Fusion), customer information provision (Q-MONITOR), as well as enables scheduling appointments was needed, in which the integrated Q-FUSION CFM (Customer Feedback Management) system is remote operated from the service providers' own servers and it uses tailor-made integration solutions. Quite a few months of preparation work preceded the project, and as a result, all the main Budapest service providers' systems were updated to the latest Q-Fusion integrated CFM system (Q-FUSION customer calling, Q-MONITOR DMS, Q-TIMER appointment making modules) to meet the IT requirements of the project.