DSTV Queue Management & CRM System

A unified queue and customer management platform with real-time analytics, multilingual USSD self-service, and embedded CRM—enhancing service flow across DSTV branches in Ethiopia.

Client

Summary

Project Overview

360Ground (Eldix IT Technology PLC) partnered with DSTV Ethiopia to design, develop, and implement a comprehensive Queue Management System (QMS) across its service centers. The goal was to streamline customer flow, improve service delivery, and empower management with real-time analytics. The system also integrates Customer Relationship Management (CRM) features, multilingual USSD self-service capabilities, and remote monitoring.

Technologies

Services Provided

The WHY

Project Challenge & Vision

DSTV needed a reliable digital solution to manage high volumes of customers visiting its branches for payments, inquiries, and service upgrades. Manual processes and legacy systems caused long wait times and service inconsistencies. The vision was to implement a unified and scalable queueing ecosystem that enhances customer satisfaction, monitors branch and staff performance, and provides real-time feedback and actionable analytics.

The solution

360Ground’s Solution

360Ground delivered a secure and modular Queue Management System that operates on a lightweight Linux OS, supporting encrypted communication for sensitive customer data. The system is highly customizable, integrates CRM capabilities, and supports multilingual USSD self-service for customers to manage their queue interactions via mobile phones.

Queue Management System (QMS)
Manages customer flows with token issuance, branch-level dashboard monitoring, and real-time queue updates.
Web-Based Monitoring & Reporting
Remote access to system status, queue performance, and customizable analytics via browser.
CRM Integration
Full sales funnel management, opportunity tracking, and customer engagement tools built into the service workflow.
USSD Gateway & Mobile Support
Self-service features accessible via mobile phones with support for multiple languages and intuitive navigation.

Customer Feedback Interface
Touchscreen-based feedback terminals that collect satisfaction ratings in real time for analysis.
Advanced Reporting Tools
Includes a dynamic report designer for customized insights beyond the standard KPI dashboards.
Training & Handover
On-site staff training, documentation handover, and post-launch support were part of the delivery scope.

Whats delivered

Product Features

Embedded Queue Processor

Multilingual USSD Self-Service

Web-Based Admin Portal

Real-Time Customer Feedback System

CRM Module for Service Centers

Mobile QMS App

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