Case Study: Apple Premium Resellers, January 2012
Overview
Apple Premium Resellers (APRs), in numerous countries around the world, are
operating their stores using the service model preferred by Apple owned stores:
which means, having pre-scheduled appointments as the main option for receiving
service and consulting.
As a result, APR managers seek a complete solution that would handle customer
service starting at appointment scheduling, through reception and waiting, until the
actual interaction.
The Solution
Q-nomy offered a number of APRs a complete solution, based on Q-Flow®, which
met every requirement:

A calendar system to arrange customer arrivals for service and to register for
lectures.

A complete queue management system.

A digital signage system to show advertising and directions for waiting
customers.

Monitoring and control tools.

"Customer Record" management.
In addition, Q-nomy offered APR management extensive consulting, based on
experience in customer service and store management, to ensure the solution is
optimally adjusted to their store attributes.
Most notable are the following elements, which were particularly tailored for the
APR store requirements:
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Case Study: Apple Premium Resellers
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
Online scheduling: Q-nomy created an internet-based appointment scheduling
application for the store, which was then incorporated into the APR website.
The application, which is based on Q-Flow Calendar and Web API, allows
customers to identify, choose a service and schedule an appointment, or register
for a lecture.

iPod/iPad-based reception: Q-nomy adapted the Q-Flow Reception Point
module, usually applied to self-service kiosks, so it could be used on iPod Touch
devices (and later, to iPads) connected to the in-store wireless network.
The customized application allows service representatives, who roam the store,
to identify and register customers, schedule appointments for them, queue up
customers with pre-scheduled appointments and more.

Mac-based digital signage: The Q-Flow Info Page module runs on screens
connected to Mac computers, presenting information on lectures, appointments,
queue progress, products and promotional messages, alongside video
advertising.

Email-based customer record management: APRs requested that customers
main mode of identification would be their Email address, similar to how they
identify on the website.
The Email address is used to login to schedule an appointment online, and enable
the APR to send customers follow-up information following each visit to the
store, such as thank-you messages, feedback surveys and professional updates
related to the topic of the visit.
About Q-nomy
Q-nomy Inc. develops, sells and implements software solutions that help
organizations optimize the customer experience in their branches or stores.
Our flagship product is Q-Flow®, a unique software package integrating customer
flow management and branch campaign management. Q-Flow is being used by
customers around the world, in various industries such as telecom, healthcare,
government, retail, banking and more.
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Case Study: Apple Premium Resellers
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