Smart CJM Case Study DMV
Enhancing Efficiency and Customer Satisfaction with Smart CJM
Transforming the DMV Experience with Smart CJM
“Smart CJM is the key to transforming the DMV experience. By implementing Smart CJM, DMVs can significantly reduce customer frustration by providing an orderly and efficient way to be served. Traditional methods, like standing in a physical line or using a deli counter ticket system, have proven ineffective. With Smart CJM, customers know exactly where they stand in line and can wait comfortably, whether inside or outside the lobby. This system not only enhances customer satisfaction but also provides valuable real-time data, enabling your business to become more efficient and responsive to daily demands. Choose Smart CJM and create a smoother, more organized experience for everyone.”
Zach ZipaySVP Smart CJM Corporation
Achieving the goal
1. Starting Point
Waiting in a physical line for long periods without knowing the estimated wait time can be highly frustrating. Additionally, the inability to sit down, use the restroom, or relax while waiting for service exacerbates the discomfort for customers. Another significant issue is the lack of statistics on how many people are served during the day, making it difficult to manage and improve service efficiency.
2. Solution
Smart CJM provides a streamlined queueing solution that transforms the customer experience. Upon arrival, customers use a kiosk to choose their service type and are informed of their place in line. This system allows customers to wait in or outside the lobby until they are called to a window. Once a transaction is completed, the system promptly moves on to the next customer, enhancing overall efficiency and reducing wait times.
3. Goals achieved
With the implementation of Smart CJM, the DMV gains valuable insights into the number of people serviced in each queue daily. This data helps the DMV understand peak times and manage workload by balancing the windows throughout the day. Additionally, the robust system allows each window to service different customers at various times, increasing flexibility and efficiency. Ultimately, this results in a significantly happier customer base
All at a glance
Overview of the use of Smart CJM Customer eXperience at North Wilmington License Plate Agency in the USA.
1
Challenge
- Waiting in a physical line for long periods of time with no idea of the waiting duration.
- Inability to sit down, use the restroom, or relax while waiting for service.
- Lack of statistics on how many people were served during the day.
2
Solution
Smart CJM offers a streamlined queueing solution where the customer:
- Uses a kiosk to choose a service type.
Knows their place in line. - Can wait in or outside the lobby until they are called to a window.
- Once completed, the system efficiently moves on to the next customer.
3
Advantages
- The DMV knows how many people are serviced in each queue daily.
- The DMV understands when they are busy and can load balance the windows for specific times during the day.
- A robust system where each window can service different customers at various times during the day.
- Happier customers.