A Complete Guide to a Multi-Branch Queue Management System

Customer facing environments are most sensitive part of a business’s operations. It is extremely important for a business to maximize the operational productivity to ensure the customers are having a satisfactory experience. For large businesses with multiple branches the management is even more challenging. Usually the senior management is sitting in the head office, it is a time taking process to get the updates and information related to any branch. Most of the time the head office will have to approach the branch manager to provide them the required information. The queuing and customer flow management is always difficult. Therefore businesses need a digital queue management system which can help them streamline their customer flow and improve their operational capabilities. The digital queue management system provides live queuing coverage, instant updates, alerts/notifications, business intelligence data and useful features for service agent, branch managers, head office and senior management. The queue management system is an intelligent software solution with hardware components to offer a full control and monitoring over the customer journey which helps improving customer experience. In this guide we will discuss how business can implement and leverage a multi-branch queue management system to drive growth.

What is a Multi-Branch Queue Management System?

A multi-branch queue management system is a centralized queue management system which enables businesses to manage and monitor customer queues and customer flow in real-time across all connected branches. The multi-branch queue management system runs on a centralized software which is hosted on an in-premises server, online or in cloud. The server is connected to all branches. A basic queue management system have multiple devices integrated in a synchronized framework. For example, there is an interactive self-service ticket dispensing kiosk which not only dispense tokens but also take basic information of the customer and in some cases it has ability to ID the customer as well. There is a digital signage screen which displays the live queuing information along with some multimedia content. The modern queue management systems also have integrated counter name plates which display counter number and the token number which is being served at the moment. Furthermore there is an audio announcement system which is used for customer calling. All these devices form one branch’s setup, and if there are more than one branch, in case of a multi-branch queue management system all these devices in all branches are connected to a centralized queue management software which monitor and control all these components of the system.

How does a Multi-Branch Queue Management System Works?

The multi-branch queuing also works on the concept of queue management system and crowd control, but it provides additional management features which greatly improve the efficiency of the queuing process. In a multi-branch queue management system setup all branches are connected via network to the main server software. The server application communicates with all branches in real-time. Whenever any action is taken in any branch the information is sent to the server and then the response is sent to the branch instantly. Think of a website, the website is hosted on a cloud which might be located in another continent, however, when you click on a link or a file, it immediately opens it. Same technical process works here too. When a user/customer in any branch choose a service to generate a token number, the information is sent to the queue management system software which is hosted on a server, and then in return it issues a token number which is being printed out instantly from where the user/customer made the request. All branches are connected to the head-office in a similar fashion via a public or private network. The smart algorithms and source code is executed at the server, and all the data is also stored in the server. The service agents, branch managers, and the senior management or head office staff gets their dedicated administrative dashboards and the access to data and functionality is managed by an in-built administration and authentication module. That is how a multi-branch queue management system works.

What are the Benefits of using a Multi-Branch Queue Management System?

The biggest advantage of a multi-branch queue management system is that it offers a centralized management framework where all the information are stored in a central location, which makes management and monitoring much easier comparing to standalone queue management system. If each branch have a standalone queue management system then the information will be stored in silos, which poses monitoring and management challenges. Furthermore the senior management or head office doesn’t require any intermediate database/integration to consolidate all the information flowing from and towards all branches. Here are the key benefits of a multi-branch queue management system:

Easy Monitoring and Administration from a centralized location
All the data and updates are available in a centralized location which enables real-time monitoring and control over all connected branches
Since there is only one main queue management system software, therefore the implementation, operational and maintenance cost is low
All the dashboards are updated in real-time, the content/configurations can be pushed in real-time to all connected branches
Handling large footfall, congestion, and several other problems is easy with real-time monitoring and it enables the management to take quick and informed decisions
Enables real-time monitoring of customer flow, customer wait time, employee performance and other queuing metrics and system stats
Senior managers, branch managers, supervisors and stakeholders have up-to-date information and data all the time, there is no lag or latency
Easy integration with third-party software tools, customer databases, and central information center help driving efficiency and productivity

A multi-branch queue management system is essential for businesses who are managing multiple branches in remote locations, it help them minimize the administrative efforts while maximizing the operational productivity.

What are the Benefits of using a Multi-Branch Queue Management System?

What are the Best Practices for Implementing a Multi-Branch Queue Management System?

Implementing a multi-branch queue management system is a crucial task. The businesses should be very careful in choosing the right vendor, technology, queuing system type and several other factors. Here are some key points that a business should consider while implementing a multi-branch queue management system:

Identify your requirements and make a plan of what features you want to include
Find and shortlist multiple queue management system vendors
Scrutinize all vendors, evaluate proposals and finalize the best vendor
Choose the right platform and queuing type for your business
Always start with a pilot project, implement the system at one or maximum two branches
Train your employees, provide them with the manuals and required technical support, etc.
Now closely observe the performance of the branch and try to find what can be improved
Take feedback from customers, employees, managers and relevant stakeholders
Discuss and share your observations and finding with the vendor and make improvements
Monitor the system and evaluate the changes you made, and repeat until your customers are satisfied
Now go for full-fledge implementation or start implementing in remaining branches one-by-one

If you will consider the above suggestions you can save a lot of time and efforts.

What are the Best Practices for Implementing a Multi-Branch Queue Management System?

What are the Challenges of Implementing a Multi-Branch Queue Management System?

Implementing a multi-branch queue management system is not an easy task, there are several challenges that a business could face while implementing a multi-channel queue management system, such as:

Initial Cost: One of the biggest challenge is the initial cost, if you are planning to implement a multi-branch queue management system across all branches at once, the cost could be very high. That is why the best practice is to start with pilot project, and implement the queue management system to all branches in small chunks, such as one-by-one, or 2 or 3 branches at a time, etc.
System Integration: When you are implementing a multi-branch queue management system or any other system, the biggest technical challenge is the integration with other tools, and data synchronization. A modern queue management system with customer-friendly features would require many different types of integration. If your existing IT infrastructure and other systems are not compatible then you might have to develop intermediate tools to streamline the data flow.
Employee Training: Whenever a business implements a new solution they require training for the employees, same is the case with the multi-branch queue management system. You must have to train your employees in order to enable them to leverage the full potential of the queue management system. User manuals, guides, and training videos can be created to make your employees well versed with your new multi-branch queue management system.

It might sound difficult and a bit challenging though but implementing a multi-branch queue management system is not as that challenging. Businesses will have to face all these challenges whenever they implement a new system. However, a queue management system is relatively easier to work with, furthermore the business can use customized UIs and branding tactics to reduce the training needs.

What are the Challenges of Implementing a Multi-Branch Queue Management System?

Conclusion

The customer satisfaction is essential for growth and stability. Businesses are always eager to implement solutions and offer services to raise the customer satisfaction. Businesses managing multiple branches always face administrative issues, the visibility and data flow is one of the most challenging task in any multi-branch setup. That is why when it comes to queue management system, most of the businesses in Dubai, Sharjah, Abu Dhabi and other emirates of UAE prefer to implement standalone systems. However, that is not ideal, in order to leverage the full potential of a modern queue management system businesses need a comprehensive multi-branch queuing solution. A multi-branch queue management system is a very effective tool, it help businesses dealing with technical challenges, and it offer real-time monitoring and control over all branches. That is what makes it most effective. In this guide we have discussed multi-branch queue management system in brief details and tried to answer most of the questions a business could have while planning to implement a multi-branch queue management system. If you want to learn more about the subject or if you want our help to implement a customized and very cost-efficiency multi-branch queue management system for your business, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

July 24, 2023

Redefining Queue Management: How to Enhance the Customer Experience

For any business the customer satisfaction is the prime goal, it assures long term success, stability and growth. Businesses operating in service sector understand the importance of customer flow optimization and customer journey management. Especially in Dubai and anywhere in UAE the markets are very competitive, the customers have too many options available and people usually tend to switch after getting even only a single bad experience. That is why queue management is crucial for a business’s success. Long queues, poorly managed waiting lines and crowded lobbies are a great dissatisfaction for the customers, which not only raise customer churn but also harm business’s brand image and reputation. There are several challenges that customer facing environment have, one of the biggest is delay in service and long waiting time, furthermore the management of customer service center is also complicated and collectively everything impacts the customer experience. A queue management system not only reduce wait time it also streamline customer flow, provide real-time monitoring and it is very helpful for the management and staff which results in higher efficiency and raise customer satisfaction.

What is a Modern Queue Management System?

A modern queue management system is a digital solution which includes both software and hardware components. The software is designed with AI based smart technologies which enables it to collect data in real-time, take decisions at its own to improve customer flow and it improves management. A queue management system allow to monitor, track and improve customer movement within the premises and help improving customer waiting experience and customer journey. It automates several queuing processes and capture business intelligence data from each and every customer touch point. This ability allows it to take decisions at its own to ensure a smoother customer flow. Queue management system helps both service agents and the management to effectively improve the queuing process. It not only eliminates the inefficient and manual queuing practices but it also collects valuable business intelligence data insights which can be integrated in decision making and strategy building processes to further improve the customer flow management policy and practices. In this blog we will discuss how a modern queue management system can greatly enhance customer experience to achieve higher satisfaction.

Customer Experience: Long Wait Time

Long wait time has the most impact on the customer experience than anything else. No matter how good your office or facility is, how well your staff is trained, if your customers will have to face long wait time they will eventually end up unhappy. According to several studies on an average a customer could tolerate around 9 minutes of wait time, and any minute adding to that will have toll on customer experience, so much so that a time will come when your customers will become annoyed enough that they will decide to leave without even getting the service. This is called customer churn and keeping it at the lowest possible value is crucial for your business’s success. Longer wait time doesn’t only bother your customers but there is a phenomenon known as perceived wait time, which even worsen the conditions for both businesses and customers. The perceived wait time is the wait time our brain perceived instead of tracking the real-time. The perceived time is always higher than the actual time, for example, your customers have waited for let say 20 minutes however their mind perceive it longer than that maybe 30 or even 40 minutes.

Longer wait time means even longer perceived wait time which results in bad customer experience and cause frustration. That is why it is important to control, reduce and efficiently manage both wait times. A modern queue management system not only help minimizing the wait time but it also offer features which help reducing the perceived wait time’s impact by increasing customer engagements. There is another psychological phenomenon into play which is the fear of unknown, if the customers have no clue of how long they will have to wait this will add to their fear and they think they might have to wait for long period of time. However, a queue management systems comes with a powerful software tools which is built on smart AI and advanced data processing algorithms. These features enable queue management system to monitor the live queuing situation, consider the historical data and measure the ongoing performance on the service counters and estimate the remaining time to service. Hence when the customers are given their token they are also provided with estimated time to their turn.

When the customer know how long they will have to wait, they tend to remain calm. Furthermore there are several other features which help improving customers’ waiting experience. A modern queue management system comes with a smart customer calling module. The modern queue management systems are integrated with digital signage displays and a multi-lingual audio calling system. The digital signage keep displaying the current token number at service counters, upcoming tokens and few more details which keep customers distracted from the waiting and minimize the impact of waiting. Furthermore the queue management system can automatically make audio announcement where it calls token number and the service counter allotted to that token number, usually the customer call is made in two or three languages followed by a short music tone. The digital signage screens are also not only used to display queuing information, but a modern queue management system comes with in-built digital signage management module as well. Which allow businesses to run marketing or promotional videos or any other entertaining content on the large displays along with the queuing information. The digital signage and speakers are installed at strategic locations with aim of ensuring every customer at any place in the waiting area can view the signage or listen to the audio announcement. All these features help greatly reduce the waiting stress and improve customers’ waiting experience.

Customer Experience: Quick Service Delivery

Let us just admit whenever we have to face a situation where we have to wait for some time in a queue or in waiting area, in such situation when we reach to the service counter we want to get the service as quickly as possible and leave. For any customer facing environment it is crucial to offer a quality service and in a timely manner. When the customers already waited for some time, they are in hurry and want to leave as quickly as possible. A modern queue management system help businesses minimize the service delivery time by offering specialized features to automatically manage the customer journey and to help the service staff in their tasks. A modern queue management system offers a dedicated dashboard for the service agents, it can integrate with central information center and other third-party tools to enable quick availability of the data and information for the service agents, and it monitors employee KPIs. All these features help reducing the service delivery time and ensure a smooth customer flow. A queue management system automates several customer journey steps, and internal processes which means the staff doesn’t have to worry about any such thing, in fact they can easily focus on their primary tasks which results in quicker service delivery as well as improved service quality.

For any customer facing environment it is crucial to offer a quality service and in a timely manner

Furthermore the queue management system also allow customers to sign-in using self-service ticket dispensing kiosk. Usually the ticket dispensing kiosk as the customers about what service they need this help the queue management system to route the customer to the right service counter and put them in the right queue. Most of the time customers end-up in the wrong queue which could cause a lot of problems and result in delays in service delivery. On top of that each business have its own queuing policies. Businesses always offer multiple services and apart form that there are different customer groups which are prioritized differently, for example, the VIP customers, people with special needs, elderly people, etc. All these customers are expecting a different treatment from the business, which is defined in the queuing policy. A modern queue management system help businesses effectively implement their queuing policies and provide better monitoring and control over customer flow. Some businesses also offer stepped services which means a customer is required to visit multiple or more than one service counter in order to get a complete service. All these variables can make queuing very complex for both businesses and customers and cause unnecessary delays in service delivery.

A queue management system automates several customer journey steps, and internal processes

Customer Experience: Better Service Quality

The service quality or the quality of the interaction a customer have with the service agent can greatly influence their opinion about your business. It is essential to ensure a customer have a happy and satisfactory experience with your service staff. A queue management system help reducing the workload of the service staff. With manual queuing the staff regularly have to engage in queue management tasks, which distract them from their primary tasks and result in poor quality service and more customer complaints. With the queue management system the entire queuing process is autonomous which means the service staff have more time to focus on their primary tasks, this increase their performance which improve service quality. Furthermore the queue management system also help service agents with their several other tasks which also result in quicker and better service delivery. The modern queue management system comes with advance employee performance monitoring tools which also help management track and monitor employee performance and collect valuable data which support HR decisions and help improving the workforce. All these features collectively help management improve the service quality and consequently the customer experience.

It is essential to ensure a customer have a happy and satisfactory experience with your service staff

Customer Experience: Business Intelligence Data

Data plays a crucial role in the success of any modern business, majorly due to the digital advancements, rise of online channels and customer preferences, the businesses are compelled to adopt to modern IT infrastructure in order to stay relevant and competitive. A modern queue management system can produce a wealth of highly accurate and valuable business intelligence data which can help businesses refine the customer experience by acquiring insight to customer behavior, detecting pain points and highlighting the areas of improvements. The business intelligence data covers a wide spectrum insight and information such as queue management system usage stats, customer preferences, customer footfall analytical data, employee performance data, and even the customer feedback data. The business intelligence data is collected autonomously and available in form of interactive reports. The management can customize these reports to align them with their goals and strategies. The business intelligence data can also be synchronized with central information center or any other third-party system via easy integration. When management have accurate data and insight they can make informed decisions. It also help evaluating business strategies, processes and practices and help businesses to make improvements which results in better operational performance and higher customer satisfaction.

Business Intelligence Data plays a crucial role in the success of any modern business

Conclusion

Queue management system offer a variety of features and tools which help management improve the customer experience, optimize the operational cost, improve employee performance and achieve higher profitability. A good customer experience is crucial for a business to build a good brand image. The competition is tough in Dubai and other parts of UAE, businesses proactively improve their offerings to delight their customers. The customers are also very demanding and the market trends are subjected to subtle and monumental changes. It could be very difficult for a business to keep up with these changes without having right tools in their arsenal. A queue management system is the perfect companion for any customer facing environment. It help reducing the wait time, have positive impact on employee performance, and it significantly improves the customer experience. A queue management system offers a centralized management mechanisms which enables businesses to monitor all connected branches in real-time and make sure right actions are taken and in timely manners to avoid any disruption or unwanted delay in customer flow. In this blog we have discussed how a modern queue management system can help businesses enhance the customer experience and leverage the technology to achieve their long term goals and success. If you want to learn more about the subject or if you want us to help you implementing a tailor-made queue management system solution for your business, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

July 12, 2023July 12, 2023

Best Features of a Digital Queue Management System for Banks

Banks offer crucial financial services for individuals and businesses which are essential for our modern societies. If you are living in Dubai, Sharjah, Abu Dhabi or anywhere else in UAE, you must have visited a bank either for account opening or for business purposes. If you recall your last interaction with a bank, how was your experience at the branch? I am sure it was not as pleasing as it should be. The biggest problems at banks is the large customer influx, a customer might have to wait for 30 to 45 minutes for a service which can be delivered in 5 minutes. Obviously your appointment at bank is not something which you should expect to be enjoyable or entertaining but at least it should be comfortable, convenient and friction-less. This means that there are still some flaws and problems with the banking sector which are impacting customer experience. The average wait time for a typical bank service is around 20 minutes or in some cases even more than that, which cause stress and frustration. A digital queue management system solve all those problems and it also helps improving customer experience.

What is a Digital Queue Management System?

A queue management system is a combination of tools and strategy to improve customer flow and maximize the performance of the customer service centers. The early form of queue management systems was first-come-first-serve based waiting line. Then businesses started sorting them in multiple waiting lines. Later on technology is introduced to the queuing systems. The digital queue management system is the latest form of customer flow management systems. A digital queue management system also consists of some digital tools (software and hardware) and a queuing strategy which help banks to significantly improve the customer experience, maximize their branch productivity and profitability and it also help improving staff performance. A digital queue management system also help businesses meet the ever-increasing customer expectations and it also collects valuable business intelligence data which is very helpful for businesses.

Here are the key features of a digital queue management system for a bank:

Digital Queue Management System: Reduction in Customer Wait Time

Customer wait time is one of the major cause of customer dissatisfaction. A digital queue management system is a very capable tool which can greatly reduce customer wait time and it also help improving customers’ waiting experience. Customers can sign-in using multiple methods which makes it very easy and convenience. Once customers are singed-in they are issued a ticket number which is their position in the queue. The customers are allowed to wait freely either in the waiting areas or even outside of the bank premises. The queue management system can also communicate with customers using SMS or WhatsApp or any other channel. It sends them live queuing information, alerts and notifications which prevent customers from missing out their turn in the queue. Furthermore the digital queue management system also have a digital signage screen, usually more than one screens are placed on strategic locations to ensure every customers can easily view information on these screens. Along with queuing information, multimedia content can also be played which help diverting customer’s focus form waiting time. The frequent audio announcements also keep customer engaged and reduce the stress of waiting.

Digital Queue Management System: Customer Journey Transformation

A digital queue management system has an AI (artificial intelligence) based very powerful software engine which make it more effective and efficient. A digital queue management system is a customer journey transformation tool. It can enhance customer’s entire visit even from pre-arrival to post-service activities, a digital queue management system effectively improves the entire customer journey. Furthermore a digital queue management system is capable of collecting customer behavioral, statistical and performance data which enables it to take instant decisions on the bases of real-time queuing situation. A typical bank have multiple services which they are offering at their branches, some service counters are exclusive for certain services some are for general services and furthermore there are also customer classifications and priority levels that the bank has to accommodate. It means that the bank has a very complex queuing strategy. A digital queue management system not only help banks implement their strategy but it also improving it. It can automatically route customers to the right service counter and as per their priority level or any other parameter that is applicable it manages the entire customer journey and ensure maximum efficiency, smooth customer flow and less wait time.

Digital Queue Management System: Boost Branch Efficiency

A digital queue management system is not just designed to reduce the customer wait time. It is a very powerful tool which can help improving several processes and have huge impact on the overall efficiency and performance of the entire bank branch. The digital queue management system automates several processes and customer journey steps. For example, the customer sing-in is completely automated, customers can utilize the interactive kiosk to sign-in and get the token number or they can utilize any supported virtual channel to sign-in and get a digital token or e-ticket. Furthermore everyone is served only at their turn, there is no chance of staff giving importance to any customer, this not only help improving the customer flow but it also help gaining customer trust. Furthermore there are no disputes, line jumping or any such problem that is associated with manual queuing. This means that the customer flow is entirely managed by the queue management system and the staff doesn’t have to involve at any stage. This not only speed up everything but it also help reducing the employees’ workload. When the staff works under balanced workload they tend to perform well and deliver high-quality service which improve branch performance. The employee have more time to focus on their primary tasks and they don’t have to worry about queuing problems which save a lot of time and also help reducing the service delivery time and resultantly customer wait time. All these improvements help boosting branch efficiency, employee performance, reduce human resource cost and ensure satisfactory service delivery.

Digital Queue Management System: Collects Business Intelligence Data

A digital queue management system is capable of collecting highly valuable business intelligence data from each and every customer touch point throughout the customer journey. Since the entire customer interaction digitally managed, collecting statistical data is much easier. For example, the queue management system can provide comprehensive insight to the customer flow such as which services most customer are choosing, what is average customer wait time, what is average service time and which employee is performing better and at which stage the customers are waiting longer than expected, etc. A digital queue management system is also capable of collecting customers’ behavioral data and compile it in form of easy-to-understand reports which help management understand customer behavior trend, performance trends, footfall trends and many more useful insights. A digital queue management system can collects a wealth of business intelligence data which can be very useful in decision making processes and help management evaluate their queuing strategy, customer journey and various other processes that can directly impact the customer experience. Furthermore a digital queue management system can also facilitate customer feedback collection and help banks collecting valuable customer feedback.

Conclusion

Banks offer most important financial services which are integral for our society and businesses to work. Whether you visit a bank in individual capacity or for your business, visit to a bank is inevitable. Banks also know that very well, hence they are always investing in innovative solutions and technologies to ensure their customers and visitors have an excellent customer experience. The overall UAE market in general is very dynamic, vibrant and versatile, for customers there are so many options to choose from. This is what makes customer satisfaction crucial for banks. If a bank wants to obtain customer loyalty then they must have to level up their game at customer experience and customer service. A digital queue management system is a perfect companion for banks who want to improve their customer experience. It help banks automate several customer journey processes and improve employees’ performance without compromising the customer satisfaction. In fact queue management systems are known for delivering highest customer satisfaction in all customer-facing environments. In this blog we discussed what a queue management system is and what features it offer which can help banks achieve maximum productivity, performance and customer satisfaction. If you want to learn more about the subject or if you want our help to transform your bank branch with our customized queue management system solution, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

January 25, 2023January 25, 2023

The Benefits of Electronic Queuing System

For all customer facing environments the long waiting lines, crowd formation, and unexpected workload could be a great problem. Think of a customer, who visited a business, bank or a public office to avail an important service, there are long waiting lines, the customer will get confused about which line they should be in or whether their queue is moving or not and on top of that they have no clue of how long it could take them to reach to the service counter, even if there is a waiting area, that might be full too, and mostly during the peak hours some people might not find an appropriate space to sit comfortably, how frustrating it could be for a customer? The customers are always impatient, that doesn’t mean you should take this problem lightly, but the question is how much resources a business can spare for the queuing process. Surely appointing more employee for the task will help, but what about the cost? Obviously if you will hire more staff for the queuing the cost will rise. Apart from the cost, the quality is the most important aspect of the queuing process. The quality here means the customer experience and customer satisfaction. Adding more staff wouldn’t have huge impact on waiting time neither it could improve the customer experience much. That is why businesses need an electronic queuing system.

What is an Electronic Queuing System?

An electronic queuing system is a digital tool that is used to improve the queue management process. The queue management system or electronic queuing system is a technological solution based on hardware and software components. These components work together to provide a highly structure and very efficient framework for the queuing process. Businesses can have many different software and hardware components to meet their needs, however in a most basic queuing system these are the essential components:

Electronic Queuing System – Hardware

Ticket Dispensing Machine or Interactive Self-Service Ticket Dispensing Kiosk
Counter Plates where the counter numbers and the ticket number is displayed
Digital Signage Screens where the live queuing information are displayed
Audio Announcement System for customer calling (usually it is multilingual)

Electronic Queuing System – Software

Core Server Side Application which is hosted on a server or cloud
Agent Dashboard where the agents manage queues and customer calling
Administrative Dashboard where the management can access the backend of the system
Customer UI (user interface) where customers interact with the system for signup

These are the basic components that are essential to setup an electronic queuing system. However, there are penalty of more software and hardware add-on which can be used to offer more innovative features and help businesses to further improve the efficiency and efficacy of the queuing process.

What are the Benefits of an Electronic Queuing System?

A good quality high-performance electronic queuing system is a great tool to maximize the efficiency, performance and productivity of the customer facing environments which can significantly improve customer experience and help businesses attaining higher customer satisfaction. The electronic queuing system doesn’t only improve customer flow and organize your queues but it can offer a penalty of other benefits which are mostly less obvious. In this blog we will list the key benefits of electronic queuing system which can greatly help businesses improve their customer facing environments.

Benefits of Electronic Queuing System: 1. Reduce Wait Time

The customer wait time is a serious issue in queuing process. This is one of the most impactful factor which negatively impact your customer experience. Long waiting time cause frustration, stress and unhappiness. When a customer reached to a counter unhappy and stressed, it become significantly harder for the service agents to satisfy them. An electronic queuing system help reducing the customer wait time by improving the customer flow, organizing the queues, and improving the service agent’s performance. It completely automated the process, since customers knows that everything is computer-controlled they don’t have any doubts or concerns, they also get regular updates on the digital signage and via announcement system hence they know the queues are moving. Furthermore the electronic queuing system can also provide an estimated wait time on the bases of historic data and real-time inputs from the system. This also help reducing the stress and improve customer experience. The reduction in customer wait time also have huge impact on all other aspects of queuing process which also help maximizing customer satisfaction.

Benefits of Electronic Queuing System: 2. Offer Virtual Queuing

The virtual queuing is not a new phenomenon, however, the modern electronic queuing system offers a tons of features which can greatly improve customer experience and also the efficiency of the process. The virtual queuing allow customers to sign-up for the virtual queues remotely. This means that the electronic queuing system integrates multiple digital channels which allow customer and visitors to interact with the system such as Email, SMS, Online Customer Portals, Corporate Website, WhatsApp, Queue Management System Mobile Applications, QR Code, etc. These features will allow customers and visitors to sign-up for the queue without being physically present at the business premises. Furthermore the customers are also provided with an estimated wait time, which is usually 96% accurate and calculated by the AI (artificial intelligence) based smart algorithms on the bases of historic data, current customer flow and employee efficiency.Moreover the system also keep updating customers and sending to them alerts and notifications. This help reducing the wait time to literally none and raise customer satisfaction.

Benefits of Electronic Queuing System: 3. Improve Service Quality

There are multiple factor that are improved by an electronic queuing system which help improving the service quality. For example, the employee who don’t have to worry about customer queries, complaints or visibly large number of people in waiting line, are tend to perform better. As they can focus on the primary tasks without any worry or interruption. Furthermore when the customers are provided with excellent waiting experience and short waiting time they tend to arrive at counters in a more calm mental state which help both employees and customers to quickly resolve issues and it also raise the tolerance and understanding of the customers and help improving their experience, consequently the service quality get improved. A good customer-agent interaction also help improving the service quality and customer satisfaction. An electronic queuing system can also collect important information about the customers and provide it to the agents even before they arrive at the counter, which also help service agents to deliver a bit more personalized customer experience. All such factors help improving the service quality and customer satisfaction.

Benefits of Electronic Queuing System: 4. Higher Employee Satisfaction

Employee satisfaction plays a crucial role in service quality and customer happiness. Happy and satisfied employees tend to perform well and deliver quality work. No employee will be happy to deal with frustrated, anxious and annoyed customers, this will decrease their morale which will eventually reduce their productivity and efficiency. An electronic queuing system help solving this problem, it enhances customer experience at all touch points, reduce customer wait time, and with the virtual queuing it offers a highly satisfactory customer experience. Furthermore the employees start getting tired and stressed under heavy workload. Especially in manual queuing environment the employees with have to deal with several other problems which are not part of their job, thence their focus on primary tasks reduced. However, the electronic queuing system help eliminating all those problems and factors that distract employees and it also help reducing employee workload by automatically routing customers to other counters with shorter queues to balance the workload which can significantly improve employee happiness and satisfaction.

Benefits of Electronic Queuing System: 5. Attain Customer Loyalty

The customer wait time and experience are the two main reasons of higher customer churn which means the customer who enter to your premises but left without making a transaction. The customer churn is almost opposite to customer loyalty. Reducing the customer wait time might look just a small thing, but it has significant impact on everything. Reducing the customer time to a few minutes could have huge impact on customer happiness. Studies have revealed that on an average a customer can wait for up to 9 minutes, after that every second will add to their unhappiness and frustration. This time differs from industry to industry but reducing just a few minutes in wait time could make a huge difference. The virtual queuing is a great tool to drastically reduce the wait time. Furthermore the automation, welcoming interaction with the self-service kiosk, the information displaying on the digital signage, the audio announcements, the mobile notification and quicker service delivery all contribute to customer satisfaction. Satisfied customers are tend to be more loyal to the brand. The customer loyalty is considered to be the foundation of growth, development and progress. That is why it is important to increase customer loyalty but offering them best experience and high quality service.

Benefits of Electronic Queuing System: 6. Improve Employee Performance

Performance management is strategically very important business function. Businesses are proactively monitoring, measuring and improving their performance. For that they have adopted various methods and practices. Most of the modern performance management methods are heavily relying on collecting in-depth performance data and developing highly accurate monitoring mechanisms. An electronic queuing system is a highly efficient digital tool which is built on smart software engine and autonomous algorithms to drive efficiency and productivity. It can provide a wealth of business intelligence data, the employee performance management data is one of the key component of its data collection function. It can provide various employee KPIs which can directly be fed to a third-party performance management system or managers can utilize the in-built analytical tools to evaluate the performance of individual employee, teams and the entire branch. It can accurately calculate the average number of customers served in a single shift, the average service delivery time for each individual service, the active and inactive time, the time spend on pre and post service tasks, etc. and much more which help management evaluate the employee performance and take informed decision related to HR, employee development and training, etc. This performance data help management to improve employee performance in long term.

Benefits of Electronic Queuing System: 7. Collect Business Intelligence Data

The modern day businesses heavily rely on IT (information technology) and the data is the lifeblood of the digital technologies. Businesses in Dubai and all around the UAE have transformed the marketplace by implementing high-tech solutions and utilizing digital platforms. Studies have revealed the businesses who based their strategies and planning upon real data instead of speculation and guess work are tend to be more productive and successful. That is why it is crucial to collect business intelligence data. The electronic queuing system can collect a variety of statistical and system usage data along with employee performance data. It also help management understand various trends and customer behavior which help them make informed decision. The management can also perform various analysis using in-built analytical tools to produce actionable reports which can be used in decision making and strategy building processes. It will also help management to evaluate their strategies and polices on the bases of the data and provide them features to compare the performance of different branches. This data help management understand customers, flaws in their process, and it highlight the areas of improvement. That is why the business intelligence data is crucial for a business.

Benefits of Electronic Queuing System: 8. Reduce the Operational Cost

The electronic queuing system is not only effective in enhancing the customer experience and raising their satisfaction but it can significantly reduce the operation cost of a service center. The manual queue management is very inefficient, it require businesses to put a lot of resources which is expensive, it is not only appoint employees, it is the hiring cost, the continuous salaries, and other employee retention expenses and on top of that despite investing huge financial and human resources the manual queuing process still remains inefficient and ineffective. That is why businesses are rapidly adopting to electronic queuing systems. An electronic queuing system can reduce the need of human resources, as the entire customer journey is managed fully autonomously. It is this automation and ability to monitor performance and evaluate the key factors of the process which makes electronic queuing systems the best companion of modern businesses and a best tool to branch digitalization. In small and medium sized customer service centers an electronic queuing system can reduce the need of employee to up to 60%, which is huge, and in larger service centers it can even reduce it further. Above all the electronic queuing system is a one-time investment there is no reoccurring cost and its maintenance requirements are near to none with a longer lifecycle which significantly increase its ROI and help reducing the operational cost.

See More: How to Avoid Long Queues at Your Events

Conclusion

The least thing a customer want when they visit a public office, customer service center or a business is the long queues and crowded waiting areas. No one likes waiting, everyone wants to get everything done quickly so they can move to the next thing. Whether it is a visit to a service center, or a bank or a public office, it is always out of routine, people have to stuff it into their daily schedules that is why everyone wants to get it done very quickly. The waiting is one aspect of customer experience there are several other things that impact customer happiness. Every business wants its customers to be happy and satisfied, because the satisfied customers are tend to be more loyal and the customer loyalty is the foundation of long-term success. An electronic queuing system not only help reducing the customer wait time, but it also help improving their waiting experience, communication and it increases their engagement. Furthermore it also help improving employee satisfaction and their performance which results in better customer experience and high-quality services. The service quality and customer experience will determine the level of their happiness. An electronic queuing system is very cost-efficient solution and it also help significantly reduce the operation cost of the service center.

The electronic queuing system can provide a great wealth or valuable business intelligence data which help businesses improve employee performance and service quality, it also help them identify the areas of improvement and help them to gradually improve their policies, strategies and processes. In this blog we have covered the key advantages of deploying an electronic queue management system in your customer facing environment. If you want to learn more about the subject or if you want our help to design a tailor-made electronic queuing system exclusively for your business, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: How Customer Experience Help Boosting Website Conversions?

June 16, 2021

What are basic features of Queuing System?

The queuing system or queue management system is a combination of software and hardware tools, which allow businesses to effectively manage their daily customer flow. The markets like Dubai and other emirates of UAE are very advanced, modernized, developed, and technologically far superior to any other nation in the region. This sets up very higher standards for almost everything. The economy of UAE is huge and is growing along with gigantic occasional boosts such as the Expo 2020 event which was postponed to 2021 and is just above our heads, the economy is very promising and this attracts a lot of companies and investors to hop in. Which leads to tougher competitions. The competition results in very demanding customers who expect very high of their trustworthy brands.

The queuing systems are at the very top of customer experience management and have a huge impact on the customer journey and customer satisfaction. This is why the Dubai market is full of queue management system providers. RSI Concepts is one of the leading queuing system and customer experience transformation solution providers. There are so many different types of queue management systems advertised these days, and almost all of them are different than one another. However, the basic features of a queuing system are the same. For example, the prime objective of a queuing solution is to improve the customer journey and customer experience along with that the employee performances also got improved, one agent/server can serve more customers in a single shift if an effective digital queuing system has been commissioned.

Here are 10 basic features of the queuing system:

Queuing System Feature 1. Organized Queues

A digital queuing system ensures a well-organized queue. However, with manual management, the management will have to deal with lane jumpers, hustlers, and sometimes confrontations between the customers themselves and between the customers and the staff. This is very frustrating for the customers and for the staff too. If the queues are managed manually then more staff is required to manage everything. In addition to that physical barriers, stanchions, and other things are also required to manage the queues, even then disputes, delays, and troubles are common sites, which completely ruins the customer experience and makes the customer journey terrible. However, with the digital queue management system, everyone has to sign up for the queue. A ticket number or token number is given to every customer and visitor. No one can trespass on other queues, or jump the lines, or any such thing. The chances of disruption are almost none. Businesses can easily organize a queue without requiring much staff intervention.

Queuing System Feature 2. Easy & Automatic Customer Routing

Another problem with manual queuing is that the staff will have to make separate lines, which again they have to manage too. Priority customers or premium customers might also be stuck in regular queues, which is very discomforting and discourage customers from becoming premium or priority customers. But if you are using a digital queuing system, the system can easily distinguish between ordinary and priority customers and visitors. That is not all the digital queuing system also provides automatic management of the customer routes. Let me explain, for example, there are several services offered by a business which usually is the case. Most of the time for different services different counter are allocated and only designated staff to provide certain services. Which requires very accurate customer flow management and customer routing. This can be achieved easily using a digital queuing system.

Queuing System Feature 3. Reduced Wait Time

With manual queue management, a business will have to allocate more resources to manually manage the queues and customer flow. Which is not only expensive but it could cause a lot of trouble too. The manual customer flow management requires staff to manage everything which is very time-consuming, resultantly the customers will have to wait for more. However, with a digital queuing system the customer flow management, the customer journey, and customer flow is managed by the queue management system without any human intervention. The well-organized queues, automatic customer routing, and improved management prevent all the time-consuming problems of manual customer flow management. Which significantly reduces the wait time of the customers. As the staff is being relieved from the duties related to queue management they can focus on serving customers and can serve more customers in the same amount of time. Which reduces the wait time and also improves the customer experience.

Queuing System Features 4. Improved Customer Journey & Customer Experience

The well-organized queues, automatic customer routing, and reduced wait time can significantly improve the customer journey and customer experience. The traditional customer journey starts from the very moment a customer enters the premises and it sends when a customer leaves the premises. The customer experience is the actual experience a customer has going through that journey. It could be either good or bad, if a customer’s experience is as per their expectation then the customer journey is good if not then you should really think about taking action fast. A queuing system not only reduces the customer journey but also makes the customer experience very pleasant and comforting.

The digital queue management system can easily identify the priority customers and the customers who require certain services. Then the queuing system automatically routes them to their designated counters/agents. This feature not only reduces the workload from other counters but also reutilizes the vacant counter for general services. Especially in Dubai and other parts of UAE most of the businesses are offering multiple services and certain counters are designated for certain services. Or in the case of stepped service delivery, when a customer has to go to multiple counters to avail a full service, automatic customer journey management comes in handy and it could significantly improve customer experience.

Queuing System Feature 5. Improved Productivity and Profitability

A digital queue management system is far superior to any manual customer flow management practice. It significantly improves customer happiness and customer satisfaction. The queuing systems are a great tool for businesses to ensure steady growth by improving customer satisfaction. Customer satisfaction helps increasing customer loyalty which further helps businesses to establish a positive brand identity. The positive brand identity then attracts more customers and also help businesses to improve customer retention rate. Which ultimately also results in better conversion rates. As the queue management system improves the customer journey and customer experience, they also reduce the workload from the staff and agents, which enables them to perform well. It means businesses have to pay less for the expenses and human resources. This not only increases productivity but also increases profitability.

Queuing System Feature: 6. Customer Engagement and Wait Time Experience

Any queuing system comes with a certain list of basic queue management system components. Which include a digital signage screen, counter markers, and an announcement system. In Dubai and other parts of UAE, in fact, all around the world a big display is used as digital signage which provides all the ticketing information along with the customer calling announcements. Digital signage can be utilized to play multimedia content or adverts or any other interesting content to keep the customer engaged in it. A known waiting time is far better than an unknown waiting time. All the information on the screen is being updated in real-time along with the multimedia content or adverts it keeps the user engaged and busy. Customer engagement can significantly reduce the stress of waiting. Hence it improves the customer wait time experience.

Queuing System Feature: 7. Centralized Management & Real-time Monitoring

Where a digital queuing system is offering so many benefits for the customers and the staff it also helps the management to effectively monitor everything in real-time. That is not all the head-office management can effectively control and manage any branch from the head-office. All the branches are connected to a centralized management system. All the data captured from the branches are synchronized in real-time with the head office. Remote management is enabled. The head office can push any policy or configuration change from the head office to any branch or to all branches. However, the branch manager will also be capable of managing and controlling the queuing system for their branch and would not be able to access or control the other queue management systems until the access and permission are granted by the head office. The head office can create administrative users with whatever access and control they want to. That is a great feature for head-office management.

Queuing System Feature 8. Reporting, KPIs, and Stats

A good queue management system always captures valuable data and measures KPIs (key performance indicators). Mostly a queuing system capture system usage data, such as which services are most availed, which services take the maximum average time or minimum average time, etc. Such data is very helpful in understanding customer behavior and their demand. Furthermore, the queuing system can also measure KPIs for the employees such as how much customers are being served by any employee on average. How employees are performing during rush hours? How much gap or break an employee is taking during finishing one customer and the next customer calling, etc. This data helps the management to understand the employee performance and their behavior which could be very helpful in arranging training or for other HR activities.

Queuing System Feature 9. Integration with other Systems

The queuing systems are built with very flexible technology and can easily be integrated with third-party systems, corporate tools, enterprise solutions, and other systems via secure web apps or APIs. This integration is very helpful in automating many processes which can reduce the wait time and service delivery time to improve the customer journey and customer experience. Furthermore, the queue management system can also fetch data from various other systems to their interfaces and vice versa. The integration makes way for a lot many advanced features as well, for example, integration with online customer portals, smartphone applications, online booking and appointment systems, ERP, SAP, and many more.

Queuing System Feature 10. Easy Upgrade and Future Scalability

Another very basic feature of any queuing system that you should be looking for is its capability to easily upgrade and expand or future scalability. This is very important. As we have noticed that most of the time businesses expand, once they install a queuing system in one branch, they might want to install it to another branch or maybe all of them. Usually in Dubai and all across of UAE businesses first start with installing such solutions in a few branches then they keep expanding them to other branches. This is cost-effective and it also gives businesses enough room to improve the solution. The queue management systems should be able to keep up with the ever-changing trends, the capability to upgrade, and future scalability should not be very difficult and very expensive. This is what each business should clearly discuss with the supplier before starting the project.

Read More: What is Queue Management System?

Conclusion

The Dubai and other emirates of UAE are all highly advanced and technologically developed societies. The economy of UAE is huge and is very promising for new investors, which means a lot of competition, the competition is always good for the customers and consumers and it indicates a healthy market. Like any other developed nation, the customers in UAE have very high expectations and are very demanding. This further increases the importance of customer satisfaction and customer happiness. A queue management system is a great tool for customer experience and customer journey management. The purpose of writing about the 10 basic features of a queuing system was to provide our audience and customers with a detailed guide on the basic queue management setup and how a business can benefit from the queue management systems.

Although there are so many different types of queuing systems, however, the basic remains the same and the understanding of basic features and their benefits is very important for businesses in order to choose an appropriate solution for them. It is always better to seek advice from a professional queue management system provider such as RSI Concepts. We are specialized in customized queue management systems and customer satisfaction solutions. We are helping businesses and organizations in transforming their customer journey and ensuring steady growth by improving customer loyalty, customer satisfaction, and increased conversion rate. If you are looking for a queue management system or want to learn more, please feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get back to you soon.

Check out this: What are advance components of Queue Management System?

December 11, 2019April 9, 2020

Queue Management System for Medeor Hospital

Medeor Hospital is currently implementing Queue Management System provided by RSI Concepts.

Medeor Hospital is a well reputed name in the healthcare sector providing premium services since more than 15 years in different parts of UAE. The management aim to provide a friendly environment with highly skilled staff available 24/7 for patients. The Medeor Hospital have also made into highlights many times by implementing the latest high-tech medical equipment& practices to provide all sort of healthcare solutions under one roof to facilitate patients. Medeor hospital is also well-known in implementing latest & sophisticated technologies in industry.

Medeor Hospital opened a tender for an intelligent and interactive Queue Management System to further improve their reception capabilities for the daily foot-fall of patients and to make the whole process swifter. RSI Concepts was one of the vendors who participated in this tender. The project was eventually awarded to RSI Concepts due to exceptional features availability in the queue management system and experience in the healthcare industry. The solution proposed was unique in a way that it reduce the total time from getting at the reception to getting the examination, doing the labs to returning back to the doctor and getting prescribed medication from the pharmacy.

The project execution process is bluntly admired at technical and administrative levels by the Medeor Hospital. Pilot project has already put in place by RSI Concepts and is rapidly advancing towards the full-fledged installation of the system, which is roughly expected to be completed by the end of December 2019. On this occasion Project Manager at RSI Concepts commented “We were very delighted to work with the highly cooperative IT professionals at Medeor Hospital. It was a fully collaborated effort that made it possible to complete the project in the given timeline. Medeor Hospital management is very happy with the Best Queue Management System we are deploying and they are hopefully that the full fledge system will help streamlining the queues and providing quick service to customers visiting hospital. We are very much excited to have another jewel in our clientele’s crown.”

In-time treatment for the patients is imperative and an efficient Queue Management System can help managers in the clinics and hospitals to improve patient waiting time and provide best in class service.

Checkout: Queue Management System for Union Coop

January 12, 2019March 16, 2020

Queue Management System and Artificial Intelligence

AI in customer experience and Queue Management System

Artificial Intelligence has taken on customer experience this Gitex when RSI Concepts launched an intelligent robot to further enhance Queue management system. The efforts of RSI Concepts in Gitex 2018 towards launching the only queue management system with capabilities of artificial intelligence to recognize customers and prioritize their turn accordingly. Khorfakkan Municipality, in return has applauded the efforts put by RSI concepts in the field of Queue Management and customer experience improvement. GITEX is an annual electronics and technology show that presents exhibition and conferences from well-known companies and brands. It showcases the most advanced innovations from all over the world. It has become a big ground for both technology providers and buyers to have interactions with each one.

Best E-Government Project of the Gitex 2018:

The project of Khorfakkan Municipality has been awarded as the best Sharjah E-Government technology project of the Gitex 2018.

The Khorfakkan Municipality in Sharjah has commended the RSI Concepts in regards with joining the GITEX as KM was an exhibit participant, where they have launched an intelligent robot capable of identifying customers through the facial recognition and voice recognition capacity while staying within the boundaries of Queue Management Sysetm.

The robot has been making another milestone for the department as it makes the customer journey unique and exciting. It has a special capacity of recognizing faces through the use of face recognition system with special written algorithms that thoroughly pick out distinctive features of a person’s face. What makes it more unusual is its ability to identify customers on their second visit and help them on their inquiries or purpose of visit.

Al in customer journey has been showcased also with the Robot’s voice recognition capacity designed to receive and interpret spoken words/ dictation. It allows customers to connect with technology by simply talking at it. Another use of the voice recognition is that you can operate the robot hands free – without mouse, keyboard or the need to press any button, thus, gives comfort on the costumers especially if they are carrying or holding something with both hands.

Another feature of the intelligent Robot is its payment gateway function where in customers can pay service charges directly on the Robot using their credit cards. The good thing about it is that it is also been designed to issue receipts when the payment transaction is already done. With this Robot, customers have nothing to complain about. Its advanced features have made it exceptionally convenient at the same time, eye-catchy because of its uncommon design.

AI in Queuing System:

The Robot has also been featured with AI in Queue Management System. It assists the customers to be in the corresponding desks so that the municipality staffs could help them arrange and check their documents personally. This only shows that the municipality is focused not only on the implementation of the newly-launched intelligent Robot but also with the distribution of staffs for hands on giving of services.

The contribution of the Artificial Intelligence in customer journey experience is noteworthy of praise because it saves time through lessening the processing and waiting time of the customers and offering easier cycle for the municipality itself. It will definitely bring major changes to the business making it smooth running and more well organize. Also, it intensified the efforts of Khorfakkan Municipality in giving the best service they could give on their customers. At the same time, bring proud on the Municipality and inspire other to do the same.

April 25, 2018March 16, 2020

Queuing System for Oman Post by RSI Concepts

Oman is the second largest country after Saudi Arabia on Arabian Peninsula with the geographical area of 309,500sqm with the population of 4.5 million approximately. Having an almost 2000 miles coastline across the country it has huge importance in the region.

Postal Services in Oman are taken care by Oman Post, fully administered by Oman Government since 1966. Since then, Oman post has never looked back in the progress of the postal services to serve the residents of the country. Every now and then the department has worked to adapt new resources, mechanisms and technologies to progress in the field of postal services.

RSI Concepts and Oman Post have signed a Queuing System project for five of the branches where the customer foot fall was a concern. Token machine System at branches will save resources and time of Oman Post administration, eventually serving the customer in short possible period of time along with quality service by using reporting and in-depth analyzing features of the token system.

The branches will be equipped with ticket dispensers, waiting LED screens, Sound System and required software applications integrated with the business process to facilitate administration, management and customer experience.

Shehzad Asghar, Project Manager RSI Queue System has shared his delightfulness by adding;

“We are extremely proud and excited for being chosen by the management of Oman post for Queuing System implementation. It was quite challenging experience to understand and provide an end to end Queue Management Solution which caters to their complex requirement for customer experience and integrations to their core business applications. This Queue System implementation is a pilot project which is being rolled out in five branches at the first stage. The objective is to fine tune the system at this high foot fall locations and then roll it out to the rest of the branches across the entire country”

Acquiring of Queue system is a sign that Oman Post is constantly looking to improve their services for the residents of Oman.

November 25, 2015November 25, 2015

RSI Queue System Is Acquired By Union Cooperative Dubai

Queue System: Union Cooperative Dubai (UNION COOP) is a consumer cooperative society in Dubai whose mandate is to establish and manage hypermarkets in Dubai and to promote the growth of its members. Belonging to the field of business and commerce, UNION COOP, has a lot of transactions with its hordes of clients every day. Servicing clients and ensuring their happiness became a very pressing need for UNION COOP. In order to improve their efficiency, UNION COOP approached RSI Concepts to design a queue management system. Continue reading “RSI Queue System Is Acquired By Union Cooperative Dubai”

August 3, 2015November 5, 2018

RSI Queuing System Installed at Life Line Hospital Dubai

A brand new and personalized RSI Queuing System has been integrated with the existing framework at Life Line Hospital Dubai.

Lifeline Hospital, Dubai is a multi-speciality facility which provides care for the primary, secondary, and tertiary healthcare segments across the emirates. The medical facility is synonymous for provisioning of compassionate care which is a confluence of a very kind and highly educated staff, world class technology embedded in its infrastructure, and an overall mission to heal. The hospital is always filled with patients who trust the organization to render world class care. In order to service their patient better, Lifeline Hospital approached RSI Concepts to design a customized queue management system for them.