Many branches, many setups
Each service centre configures its queue differently, so customers get a different experience at every branch.
For telcos & utilities
Every service centre, run the same way
Set up one way of queuing, copy it to every branch, and compare waiting time and service time across your whole network from one account.
Typical challenges
What gets in the way today
Payment rush days
Bills payment peaks around due dates and crowds out applications and repair requests.
No network-wide view
Managers cannot compare branches without collecting spreadsheets from each one.
Customers who step out
Customers leave to run errands while they wait and miss their call.
A day in the life
From opening to close
How a typical day runs with HANA QMS. Times are examples.
Every branch, same setup
Each service centre runs the same services and counters, copied from the first branch.
Due-date rush
Bills payment volume spikes; its own queue keeps Applications and Repairs moving.
Customers step out
Customers check their position on their phone; a skipped ticket can be recalled when they return.
Specialist applications
Applications go to staff skilled for them with skill-based routing.
Network view
Head office compares waiting time across branches in a consolidated report.
Plan next week
Queue volume by hour shows when to add staff on the next due date.
How HANA QMS helps
Built for how your front desk works
Every point below is a standard part of the product, configured by your own admins.
Copy a setup between branches
Copy a service and counter set from one branch to another, then adjust it locally.
Separate queues per service
Bills payment, applications and repairs each have their own prefix and queue, so a payment rush never hides a repair ticket.
Reports per branch or consolidated
Run reports for one branch or across all, with queue volume by hour to plan staffing on peak days.
Status from anywhere
Customers check their position on their phone, and skipped tickets stay recallable for a set time.
Branch-scoped staff
Staff are assigned to one or more branches and only see those branches.
Recommended setup
A starting point you can change any time
A suggested first configuration. Your admins adjust services, counters and rules themselves as you learn what works.
- Routing
- Counter-based routing with a dedicated payments counter group, and skill-based routing for applications that need trained staff.
- Priority lanes
- Senior citizen and PWD above Standard, applied the same way in every branch.
- Displays
- One display per service centre; larger branches add a display limited to the payments counters.
Example services
- BBills paymentB001
- AApplicationsA001
- RRepairsR001
- GGeneral inquiryG001
Example counters
- Counter 1–3 · Bills payment
- Counter 4 · Applications
- Counter 5 · Repairs
- Counter 6 · All services
Features that matter most
Where to look first
Common questions
Asked by teams like yours
- Can we set up a new branch quickly?
- Yes. Copy a service and counter set from an existing branch, then adjust it locally.
- Do staff see every branch?
- No. Staff are assigned to one or more branches and only see those branches.
- Can we plan staffing for peak days?
- Yes. Queue volume by hour and busiest hour show when demand peaks, per branch or across all.
Get started
Give every customer a calm wait.
Click through a real HANA QMS workspace as an admin, a branch manager or a staff member, no sign-up needed. Or tell us about your branches and we will set up a walkthrough.