At ML Gomes, employees need to reach different internal departments in their day to day: HR, the ombudsman office, and other support areas. Bringing these services into an organized flow, without lines in the hallways and without doubts about where to go, was the goal of implementing Meu Atendimento Virtual, by Mupi Systems.
The flow is simple: employees select on the totem which department they want to talk to and what kind of question they have, and join that service's queue. The teams in each room call employees at their turn, indicating exactly which room they should go to.
The case shows queue management applied to the internal corporate environment: a single entry point, separate queues per department, and a service that respects the time of people at work.
Project Information
Client:
ML Gomes
Duration:
Ongoing implementation
Category:
Corporate
Solution:
Meu Atendimento Virtual
Organize internal employee services at ML Gomes, with department and question-type selection on the totem, separate queues per area, and calls indicating the service room.
1. Several departments, one entry point
HR, the ombudsman office, and other areas serve employees in parallel. On the totem, the employee selects the desired department and the type of question, and the system routes them to the correct queue, keeping each area with its own service flow.
2. Directions to the right room
In a service with several rooms, employees need to know exactly where to go. When their turn arrives, the call informs the destination room, eliminating back-and-forth and doubts along the way.
3. Organized, transparent waiting
Instead of physical lines at each department's door, employees wait calmly knowing they will be called in the right order. The room teams run the calls through the system, at the pace of each service.
Main Platform
Meu Atendimento Virtual - Queue Management
Features
Self-Service Totem
Queues by Department and Question Type
Calls with Room Directions
ML Gomes' internal services gained an organized corporate flow, from the totem to the service room.
Totem Self-Service
Employees selecting department and question type on their own
Queues per Department
HR, ombudsman, and other areas with separate flows
Clear Directions
Calls indicating the exact room to go to
Ordered Service
Transparent waiting and calls in the right order
Conclusion
The ML Gomes case shows that queue management goes beyond serving external customers: inside the company, it organizes employees' access to support departments, reduces interruptions, and demonstrates ML Gomes' care for its own team's experience.
Main Challenges
Several departments, one entry point
A single totem routing to separate queues per department
Directions to the right room
Calls informing which room to go to
Organized, transparent waiting
No more physical lines at department doors
Organize your company's internal services
Get to know Meu Atendimento Virtual and structure queues per department with a self-service totem.