Change the way your business operates at the sharp end – where the customers are.  puts you in central control of your customer’s experience. Allows you to define the way your team will handle customers when they visit your branch – any of your branches. It allows your whole organization to work in harmony – no matter how large or complex it is.

Key features

Business Intelligent
Score is a fully web-based business intelligence (BI) option. It is very easy to use being, for example, fully drag and drop based. Score is ready to integrate with third party data to create even clearer pictures of your business. Its powerful graphical approach means it’s easy to get right to the heart of the important questions and answer them, just when you need to. You can even see your vital business intelligence on smart devices in the hands of your staff.

Qurami
Queuing is a fact of life. When it is managed, it’s a business opportunity. Qurami is our mobile app that allows your customers to connect with your service in the multi-channel world. Your customers will be happier with a serving process that is fair and clear — and that even offers directions. You will be happier because your process will be more cost effective and you will soon find that you can serve more people with fewer resources.

Digital Journey
When we set about designing the Digital Signage solution, we knew that the value of communication is in the messages and that creating content is a challenge. So the last thing you need is another challenge just getting the messages onto your screens. Our solution had to be as simple to use as possible. GALA´s digital signage solution is unique in that it gives you control of all the surfaces in the branch and not just the big screens on the wall. This allows you to build up your message in stages for greater impact. What is more, messages can be tailored to customers based on their service selection, ensuring the right messages are targeted at the right customers.

Enterprise standards
Uses leading-edge enterprise IT standards. For example: it conforms to the Java Enterprise Edition Six (JEE6) standard for communication with the Application Server layer, meaning that any compatible Application server can be used. Another example is that GALA uses SQL standard to communicate with the database. This use of the latest and most open standards guarantees the future-proof capability of the system. GALA works on the most common, up-to-date and open, world-class standards. That means that it’s designed to work for you.

Functional and Business Characteristics  

Multiple Attention Paradigms: GALA supports multiple attention paradigms allowing each organization to provide a personalized service, identifying and serving the customers according with the service they require, the type of customers they are or any combination of both.

GALA manages multiple priority methods for each queue, according to the service, customer’s segment or staff profiles.

GALA attention rules are customized for each organization, supporting priority definitions based on multiple criteria, such as FIFO, Service Level, Alternated or Combined.

GALA basic attention rules are very easy to implement and very powerful at the same time, supporting almost any organizational need without programming:

  • Attention by levels: Queues are split by levels and between the levels customer are served according the arrival time
  • Alternated attention: Queues are served alternatively based on proportions set on the configuration (i.e. 3 customers from queue A for each customer of queue B).
  • Attention by Service Levels: Maximum waiting times or service levels are defined for each queue and the system calls the customers according their priority or level within the specified service levels.

Reports

GALA provides a comprehensive set of Management Reports integrated to the system, without extra licensing costs and available for all processing architectures.

GALA’s reporting system allows to collect historical statistical information for any given period with the level of data aggregation required for each case, based on powerful filters by date, regions, offices, type of customers, services, etc. either consolidated or disaggregated and allowing to export the info to Excel or PDF and to establish a predefined frequency to automatically generate the report.

Online Dashboard

GALA has an online Dashboard that shows the status of the whole attention network at once, showing waiting times, customers waiting and attention times according to predefined SLAs for each service. The Dashboard shows interactive graphics for the whole organization, by region or by branch for each queue, service and type of customer with detailed information of current alarms and real time key performance indicators.