Nairobi, Kenya, 1 July 2025 – Kenya’s Business Registration Service (BRS), the government agency responsible for registering new companies, now have its first queue management and customer feedback systems installed at its in-person service point on the 16th floor of 316 Upper Hill Chambers. The Q-SYS team installed the two solutions to streamline customer flow, reduce waiting times and eliminate the issue of non-BRS middlemen at their baking hall. According to BRS, the new system is expected to serve more than 5,000 customers monthly, and service turnaround times are predictable. The project also included staff training and a formal system handover, ensuring that BRS personnel are fully equipped to leverage the new technology.
The Q-SYS Queue Management System is an intelligent token-based system designed to deliver excellent customer experiences by optimally managing queues. It issues digital tickets and directs customers to the next available service counter automatically, thereby eliminating disorganised customer flow and significantly improving service turnaround time. At the end of their journey, customers can now give their feedback through the Q-SYS Customer Experience Portal, which provides a platform to collect and analyse customer feedback. Through this portal, customers also submit satisfaction and loyalty ratings, and BRS managers can track satisfaction levels over time to identify areas for improvement. Together, these tools enable BRS to manage queues digitally and adapt its service processes based on actual customer input.
BRS says the implementation of the new Q-SYS system is part of its broader strategy to enhance all customer touchpoints and transform the overall customer experience. The agency notes that the Q-SYS solutions have benefited both staff and customers by creating a more streamlined service journey. By digitising queues and capturing real-time feedback, BRS gains the data-driven insights needed to systematically improve its customer experience and continually refine its processes. This deployment underscores BRS’s commitment to modernising customer service through technology, and sets the stage for smoother operations and an enhanced experience for people registering businesses in Kenya.
