Customer service e-platform.
One of the most important goals of Mexico’s General Consulates, and in particular, the one located in Austin, TX, USA, is to provide the most efficient, quick and high quality customer service to all the Mexican nationals who visit the government office. In a daily operation, hundreds of people ask information that range from “how to obtain a valid id card”, “how to renew a passport” to “ what is the way to import a vehicle into Mexico”.
Many of those who arrive to the Consulate, have already requested a special appointment but they need to check-in to obtain a proper place in line.
Another challenge is to create a communication channel with the visitors to identify improvement opportunities for the Consulate and therefore, increase customer satisfaction and at the same time, refine Consulate operations to reduce waiting time and boost efficiency.