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.

Best Features of a Digital Queue Management System for Banks
Best Features of a Digital Queue Management System for Banks

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.

What is a Digital Queue Management System?
What is a Digital Queue Management System?

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: Reduction in Customer Wait Time
Digital Queue Management System: Reduction in Customer Wait Time

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: Customer Journey Transformation
Digital Queue Management System: Customer Journey Transformation

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: Boost Branch Efficiency
Digital Queue Management System: Boost Branch Efficiency

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.

Digital Queue Management System: Collects Business Intelligence Data
Digital Queue Management System: Collects Business Intelligence Data

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.

From Chaos to Control: How Queue Management Systems Can Improve Your Business

From Chaos to Control: How Queue Management Systems Can Improve Your Business

Every businesses knows how difficult it could get in customer facing environments, especially during the peak hours, when the footfall is high and the customer waiting areas and counters become crowded. Think from a customer’s prospective, if you are a customer you are at a service center, there is a huge crowd, it is even difficult to find a place to sit, and there is no help or guidance from the staff, how would you feel in a situation like that? It could get very frustrated, that is why businesses needs to take serious steps to prevent their customers form any such situation. It will not only make your customers unhappy, but it will result in loss of sales, increased customer churn rate, and less repeated business which could have some serious repercussions in the long term. Businesses adopt different ways according to their needs to improve the customer flow. However, a modern digital queue management system is the right solution to all those problems. It provides tools and features which help businesses in managing their queues, resolving problems, shortening customer journey, improving customer experience and much more.

From Chaos to Control: How Queue Management Systems Can Improve Your Business

What is a Queue Management System?

A queue management system is a digital solution which help businesses organize the waiting line, minimize the customer waiting time and improve branch efficiency and service quality. A queue management has two distinct part, one is the software which is usually a server application which provide a central management and administrative control over all connected branches. The queue management software various from case to case, but the most common and essential features are an administrative control panel, service agent dashboard, customer UI (user interface), ticket calling and announcement features and data collection and analysis tools. The hardware part includes a ticket dispensing unit, which is usually aninteractive self-service kiosk, there is a digital signage display which is used to display live queuing data, and a sound system to make audio announcements. Furthermore there are several other software and hardware components which can be included in the queue management system to enhance its capabilities and to offer innovative features.

What is a Queue Management System?

How Queue Management System Help Turning Chaos into Control?

A queue management system offers a variety of features and digitalize several aspects of the customer journey which help organizing everything. Furthermore the customer behavior is not constant, it keep changing, a queue management system collects valuable business intelligence data and help businesses acquire deeper insight to customer behavior, market trends and help management align their efforts to maximize the customer satisfaction. Here are some key advantages of a queue management system which help businesses in turning chaos into control.

Advantages of Queue Management System: Organized Waiting Areas and Queues

The queue management system is a very capable tool, it helps organizing the waiting areas and customer waiting lines. It automates customer flow and customer journey which helps organizing the customer queues and solve several problems. In manual queuing customer have to face several issues, they got frustrated, most of the time customers and visitors don’t have a clue about their remaining waiting time. The queue management system help customers and issue them token numbers, which represents their position in the queues and allow them to wait comfortably in the designated areas. Furthermore the customer calling, customer routing and the entire customer flow is controlled by the smart algorithms of the queue management system software in real-time. Which significantly increase the customer flow and improve the customer journey. Since everything is managed by an automated program so the customers also don’t have any complains and everyone knows that their token number and position in the queue is secure and they will be served on their turn. These and several more such features allow businesses to organize the waiting areas and customer queues.

Advantages of Queue Management System: Organized Waiting Areas and Queues

Advantages of Queue Management System: Reduce Customer Wait Time

Order and organized queuing environment save a lot of time. The customers are welcomed by interactive self-service kiosk, they are asked to choose which service they want, and in some cases the customers are also allowed to input data while issuing the token number. Everyone is served according to their positions in the queue. The queue management system balance the load of service counters based on various data inputs coming from different touch points in the system and the current service delivery rate. The smart algorithms can sense if one counter is having shorter queue, and they can automatically reroute a few customers to those counters, the queue management system also monitors employee performance, it can understand which employee is best at which service and on the bases of services required by the customer it can assign them a counter with high probability of quicker service delivery. There are tons of such features which help organizing the customer waiting areas and queues to shorten their wait time.

Advantages of Queue Management System: Reduce Customer Wait Time

Advantages of Queue Management System: Improve Customer Experience

A queue management system plays a crucial role in improving customer experience at the branch. Without a queue management system the customers have to wait in long queues, which usually work on first come first serve bases. Furthermore there are line jumpers, poorly managed waiting lines and much more which can completely ruin their experience at the branch. A queue management system allow them a complete framework and eliminate several problems which results in more shorten and simplified customer journey. The queue management system also provide many features such as live queuing data at large signage displays, frequent audio announcements, multi-lingual intuitive UI for customers and much more which improves customer experience. The reduction in wait time have huge impact on customer happiness, when the customers will have to wait less and in a well-organized waiting environment, they remain calm and more supportive when they arrive at the service counter, it is easier for the service agent to satisfy a calm customer rather a frustrated, annoyed and unhappy customer. All such features greatly improve customer experience and results in higher customer satisfaction.

Advantages of Queue Management System: Improve Customer Experience

Advantages of Queue Management System: High Staff Productivity

A queue management system can offer a variety of features which can be used to improve staff productivity and performance. The staff satisfaction and morale plays crucial role in performance. When the staff work under a balanced workload they become happy and satisfied, happier they are better their service would be. A queue management system offers self-service ticket dispensing mechanism which reduce employee workload. It organize and manage all the customer flow from various stages of customer journey, even in case of stepped services or multi-counter service delivery the queue management system can manage the entire customer journey and customer flow. This means that the staff no longer have to worry about the problems occur in manual queuing, they are free to focus on most important tasks, they are never interrupted and they don’t have to stop their work for another task or to solve a problem. These features help reducing the workload of the staff and also results in better resource management. High staff productivity and performance help businesses improve the human resource strategy and results in better and improved branch operation with significantly less cost.

Advantages of Queue Management System: High Staff Productivity

Advantages of Queue Management System: Central Administration and Control

The queue management system is a digital tool, majorly the server application is hosted at a local or online cloud server, which is linked with all branches, and therefore the data from all branches is updated in real-time at the main server. The head office can control and monitor any branch in real-time. Furthermore it also allow businesses to configure their work flows and processes according to their policies. The queue management system also features a smart alert and notification module, which can be configured to send alerts and notify the supervisors, branch managers or even the head-office when a certain event occurs, such as if the foot fall raised to a particular threshold value, or if the open ticket reaches to a threshold value and so on. These alerts and notifications are completely customizable and enable management to take actions and steps in a timely manner. This provide more control over the branch and the queuing and it also enhance their administrative capabilities which results in much better and well-organized operations.

Advantages of Queue Management System: Central Administration and Control

Advantages of Queue Management System: Collect Valuable Business Intelligence Data

The modern businesses heavily rely on IT solutions and digital technology. For IT industry, software, digital solutions and communication, the data is the most valuable thing. The business intelligence data is the analytical data and insight acquired from a particular system or digital solution. A queue management system software is a very powerful AI based tool. Which is capable of collecting the most valuable business intelligence data.This data can help businesses and organizations in decision making process, identifying and solving various problems and improving their strategy. A queue management collects business intelligence data such as customer interaction at each touch point, employee performance data, customer preferences and several other behavioral insight. The business intelligence data help businesses take informed and timely decisions. It help them improve employee performance and support the HR in many tasks. The queue management system data also help understanding customer behavior, customer trends, their needs, expectations and market trends which provide a valuable insight and help businesses update their strategies and processes. It highlights several flaws and improve management.

Advantages of Queue Management System:Collect Valuable Business Intelligence Data

Conclusion

The businesses in Dubai, Sharjah, Abu Dhabi and all around the UAE spend millions on customer satisfaction solutions. The customer satisfaction is crucial for any business but in competitive markets like of UAE, the customer satisfaction become more significant. In UAE the customers are more sensitive, sensible, and savvy and demanding, above all they have a lot of options available. One bad experience could repel them form your business and they will end up with a competitor. That is why the crowd and poorly organized queues are a nightmare of every customer facing environment. Businesses need to be more active and attentive when they make policies and strategies for their customer facing environments, such as customer service centers, branches, and service areas. A queue management system is a modern and advanced software solution to deal with all types of problems associated with customer experience and staff performance. In this blog we have discussed how a good queue management system can turn chaos into control. We have listed several advantages of implementing a queue management system at your customer facing environments. If you want to learn more about the subject of if you want our help to design and implement a highly cost-effective and customized 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.

Check out this: Why You Need a Customer Flow Management Software?

Effective Ways to Manage Customers Queue and Service Delays

Effective Ways to Manage Customers Queue and Service Delays

In the modern day and age the customer behavior have changed a lot, now a days customers tend to consider experience more important than ever before. In fact there are several studies and researches conducted all across the world which suggest that a majority of the customer is willing to pay extra if they are assured they will get a better experience. This customer behavior compelled businesses to seriously think about the ways they are offering services to the customers. The service industry in Dubai and all around the UAE is a very competitive market. There are so many options available to the customers which also lead to high market standards and high customer expectations. This means that the business will have to beat the competition as well as they will have to meet and exceed the customers’ expectations. The biggest challenge any business faces is long customer queues and unwanted service delays. These are the things that can ruin the customer experience and make them very unhappy.

Effective Ways to Manage Customers Queue and Service Delays

Unhappy customers tend to stop doing business with the brand and on top of that such customers also share their negative experience with their friends, colleagues and in social media which could be extremely bad for a business reputation and brand image. According to several studies if a customer is happy with a business they tend to share their positive feedback to up to 9 persons, if they are unhappy they tend to tell up to 15. Which means you can lost 15 possible prospects and the damage done to the brand image is topping on the cake.Businesses often don’t realize the importance of words of mouth, most of the businesses think that is a thing of past, however, that is not the case, in fact in the modern day and age the word of mouth have become even more impact full, thanks to the social media and online channels, the impact of a positive or negative review/comment about the business can have much stronger impact on the business’s reputation than anticipated. That is why business adopt various modern technologies to improve their customer experience and to increase customer happiness. The queue management system is one of those and it is very helpful in dealing with the modern problems.

Effective Ways to Manage Customers Queue and Service Delays

What is the Most Effective way to Manage Customer Queue and Service Delays?

The customer queues, service delays and long waiting times are not new problems, in fact in the present day these problems become a more difficult challenge. So, businesses are using several methods and strategies to deal with these problems in the past. We have all witnessed the incredible development in technology and communication in the past two decade. The businesses and organizations have also adopted to modernized IT infrastructure and implemented several technologies over the time. The service based industry was proven to be more innovative and creative. The service sector have introduced several new customer relationship management technologies in the past two decades. These technologies have completely transform the market. When it comes to queue management and customer experience at service centers, we have noticed that most of the business are still relying on relatively older technologies, or one can say the innovation and creativity was relatively slower in this particular area. However, things are changing rapidly and now more and more businesses in Dubai and all around the UAE are embracing modern technologies based solution for their queuing needs.

What is the Most Effective way to Manage Customer Queue and Service Delays?

The digital queue management systems have completely taken over the market like a storm. We have witnessed very rapid adaptation all across the market in last decade and now businesses are more emphasizing on their queuing strategies. Because the queuing experience is the most influencing factor on overall customer experience at the branch and it can significantly impact the service delivery process and customer satisfaction. A digital queue management system have proven to be the most effective way to manage customer queues and to prevent unwanted service delays. It because its ability to automate several customer journey processes and useful features for service agents which also help them speed up the service delivery process. Furthermore a modern queue management system comes with various other features that increase customer engagement, reduce their waiting stress, and improve their experience. The digital queue management system also comes with a powerful software which can be integrated with other enterprise tools, systems and central information center which enable businesses to include several innovative features to improve the system efficiency and efficacy.

What is the Most Effective way to Manage Customer Queue and Service Delays?

When it comes to acquiring a queue management system there are tons of different options available in the market which could make it very confusing for the managers and decision makers to choose the right queuing solution. Here are some features of a modern queue management system which will help you effectively managing customer queues and the service delays.

Features of Queue Management System

In Dubai and all around the UAE there are several companies who are offering queue management systems with different labels and branding. There are vendors who are also offering customized queue management system to meet your exclusive needs. No matter which solution or vendor you choose, here is a list of some most important features and advantages of a queue management system that you should consider while selecting a right queue management system for your business.

Features to Automate Customer Sign-Up Process

Traditionally the customer signup process is the first part of customer interaction at your service centers. It should be welcoming, simpler and shorter. A modern queue management system offers a variety of sign-up methods, the most commonly used methods is a use of interactive kiosk. This interactive kiosk dispense tickets and it can also capture basic information which help queue management system improve the customer flow. The queue management system sign-up customers and visitors for the virtual queues, which allow them to wait freely and comfortably in the wait areas, lobbies and anywhere they want, hence the customers and visitors don’t have to stand in physical lines. Since everyone get their ticket number there is no dispute or complaint by the customers. Everyone knows the customer flow is managed by the automated software system so no one complaint about staff favoritism, line jumpers, delays in their queues, etc. Furthermore the interactive ticket dispensing kiosk also allow businesses to integrate various software and hardware accessories to capture customer information such as Emirates ID card reader, passport scanner, Barcode/QR Code reader, RFID, etc. which makes it easier and more convenient for customers to provide their information.

Features to Automate Customer Sign-Up Process

Features to Increase Customer Engagement

Customer engagement is very important in order to improve their experience. The human brain works in a strange way, when we stressed, frustrated, unhappy, bored, or waiting the brain perceives the time is passing slower. This phenomenon is applicable to the customer waiting time at the service centers. When customers are waiting in the waiting area, there is not much activity and they are bound to sit there they tend to feel the wait time is longer, this is called the perceived wait time. The perceived wait time is always higher than the actual wait time in traditional waiting environments. However, a queue management system can help reducing it significantly. The queue management system collects historical data including both system usage and analytical data which enables it to estimate the wait time on the bases of historical and analytical data. The queue management system can print the estimated wait time on the ticket, which can be a great relief for the customers. As no knowledge of total wait time also add up to the customer’s stress.

Features to Increase Customer Engagement

Furthermore the queue management system also offer large displays or digital signage. These digital signage are used to display the queuing information. They show what is happening inside the branch and what are the active tickets and counters. It also make announcements of the upcoming ticket and their respective counter and it can also use to make announcements. The digital signage module is integrated within the queue management system as a simple add-on or in-built feature. It not only display the queuing information but it can also display multimedia content. The multimedia content can be adverts, information about the processes, company achievements or it can run media for entertainment. These digital signage are placed on strategic position to maximize the visibility for the customers and visitors in the waiting area, moreover more than one digital signage can be used if needed. There is multi-lingual audio announcement system which also keep distracting customers from the waiting and help reducing the stress of the waiting. These features increase customer engagement and make their waiting experience more comfortable and relaxing.

Features to Increase Customer Engagement

Features to Automatically Categorize Customers and Automatically Control Customer Flow

The customer categorization is an important part of any queuing environment. Businesses always have different policies for different user groups. For example, if take an example of a public office, there might be people coming with some disability, there might be expecting mothers, there might be senior citizens, there might be VIP customers or premium customers, etc. All these scenarios require different response and expect different experience from the organization. Furthermore a business offers a variety of services usually different counters offer different set of services for example, if we take an example of a bank account there is a counter which offer services to the individual customers, another is to offer services to corporate customers, maybe another counter for premium customers and so on. This requires the queue management system to be able to identify and categorize customers in different categories and groups. Which can be done easily by taking customer’s inputs during the sign-up process and the queue management system software can perfectly implement the queuing policy automatically.

Features to Automatically Categorize Customers and Automatically Control Customer Flow

Features to Support Popular Queuing Methods

Now a day’s all modern queue management systems support almost all queuing methods. There was a time when the vendors were designing different queue management system for different queuing methods, however, that is not the case. Now a day’s all modern queue management systems come with an administrative control panel which allow businesses to control every aspect of the queuing including the queuing methods. Here are some commonly used queuing methods:

  • FIFO: The FIFO stands for First in First out, this queuing method means that the customers who arrived first will be served first. The customers who arrived later will have to wait longer as per their turn based on their arrival.
  • Priority Queues: The priority queues are not for all industries usually these queuing models are used by special industries where the longer wait time could have negative impact such as healthcare, where the customers/patients are prioritized on the bases of the severity of their health condition.
  • SPT: The SPT stands for Shortest Processing Time, this method is usually used by the businesses who have different processing times for different customer needs. The queue management system automatically controls the customer flow to prevent crowd formation.
  • SIRO: The SIRO stands for Service in Random Order, in this method the customers are selected randomly from the queue. This method is not liked by most of the customers and it could cause additional problems for the service staff as well.

Different queuing methods are followed by different industry sectors. However, now a day’s businesses are using mixed or hybrid queuing methods as well. The queue management system allow businesses to configure the customer flow policies easily which allow them to implement a particular queuing method at any time as per the needs.

Features to Support Popular Queuing Methods

Features to Support Virtual Queuing

Virtual queuing is not a new form of queuing but it recently gain huge popularity all across the UAE. The biggest advantage of virtual queuing is that it can significantly reduce the wait time, in fact it can reduce it to literally none. This is because the customers are allowed to sign-up remotely. The customers are not required to be physically present at the business to sign-up for the queue. The virtual queuing offers a variety of very convenient channels to let customers and visitors sign-up for the queues and it issues them virtual tickets or e-tickets. The customers can sign-up remotely by using any supportive channel such as SMS, Call, Email, Online Booking, Website, Queue Management System Mobile Apps, WhatsApp, Customer Portals, QR Codes, etc. All these channels are easy to access and allow customers to plan their visit in a way that they arrived only when their turn comes. This way they don’t even have to spend any time in the waiting areas, they will instantly get served when they will arrive. Furthermore the virtual queuing also enable businesses to enable a direct communication channels between the service agent and the customer and it can provide live queuing information through the supportive channels along with reminders and alerts which can significantly enhance customer experience.

Features to Support Virtual Queuing

Features to Boost Employee Performance and Productivity

A queue management system itself is a great support for the employees and service agents. Manual queue management requires a lot of resources, it have several problems and it can keep both customers and employees stressed all the time. When queues are management manually the employees will have to spend a lot time and effort on unnecessary tasks such as regulating the queues, listening to customer’s complaints, resolving disputes, etc. Which keep them distracted from their primary tasks and reduce their performance and productivity. A queue management system manages all these things automatically thence the employees can focus on their primary tasks. Furthermore the queue management system also controls the customer flow automatically which ensures every employee works under a balanced workload which also improve employee performance and productivity. The queue management system can also support service agents in pre-service and post-service tasks which also help improving their performance. The queue management system can monitor and track various employee KPIs which help the management in resource management and training programs which eventually boost employee performance.

Features to Boost Employee Performance and Productivity

Features to Integrate with Third-Party Tools and Other Databases

This is one of the most important feature of a queue management system in the modern highly integrated business environments. The system integration ability allow queue management system to push or pull data from the connected system or database. Usually the queue management system is integrated with the customer database which help the businesses to identify the customers during the sign-up process and it also help businesses to capture the customer feedback after service delivery. The service agents will have to perform several pre-service and post-service tasks, which usually require them to pull information from certain data repositories and increase their readiness for the service delivery. A queue management system can also help if it is integrated with the relevant systems, similarly for the post-service activities the queue management system can save a lot of time and efforts which not only improve employee efficiency but it also help reducing the service delivery time and reduce service delays. The queue management system can also capture a wealth of analytical and performance data which can be synchronized with other enterprise tools and systems and help management in various decision making tasks.

Features to Integrate with Third-Party Tools and Other Databases

Ability to Capture Valuable Business Intelligence Data

The modern business strategies are heavily relying on data inputs and feeds. A queue management system software is a very powerful tool, it can capture the analytical and system usage data from each and every step of the customer journey. Which help the management acquire a deeper understanding of the customer journey, it helps them identifying the bottlenecks and hurdles in the customer journey and provide them business intelligence data to take more informed decision to sort out those problems. A queue management system is not just a queuing management tool in fact it is a complete digital transformation package for a service center. The queue management system can also capture customer feedback with its in-built feedback tool or it can also be integrated with the third-party customer feedback systems. This allow businesses to capture more user information along with their feedback which can significantly improve the quality of the feedback data.

Ability to Capture Valuable Business Intelligence Data

The queue management system also capture several employee KPIs and other performance data which help management in resource planning, designing employee development and training programs and can be used for other HR activities. The business intelligence data captured by a queue management system can be very helpful in decision making and strategy building processes. Furthermore the businesses can also evaluate the impact of the changes they made which is a great help. Businesses can also utilize this business intelligence data to improve various internal processes. A queue management system software is a server application which is deployed on a server either online or at cloud on at local network. This allow businesses to connect all branches and enable the main branch or head office to monitor and track the queuing processes from all connected branches in real-time. In a multi-branch scenario the businesses can also restrict the access of a branch data to its manager while the head office can receive all updates from all connected branches.

Ability to Capture Valuable Business Intelligence Data

Low-cost Scalability and Maintenance

The queue management systems are digital solution consists of various software and hardware components. The hardware that is usually used within a queue management system is easily available in the market, which is why it is inexpensive and easy to maintain. In fact once a queue management system is deployed the hardware barely needs any maintenance or replacement for years. Which is why the maintenance is relatively low-cost. Low-cost maintenance also reduce the operational cost and results in a better ROI over the longer period of time. The queue management system software is a server side application with multiple dashboard such as User Interface, Agent Dashboard, Management Dashboard and Administrative control panel. Furthermore the software is deployed on a server hence doesn’t require much maintenance. If it is hosted online or at a cloud the server maintenance is the responsibility of the service provider which also reduce the maintenance cost. Furthermore the system can be easily expanded to multiple branches with relatively low licensing fees and cost of the additional hardware. All these features significantly prolong the lifecycle of a digital queue management system adding value to ROI.

Low-cost Scalability and Maintenance

Conclusion

For any service based business the long queues, crowd formation and service delays are inevitable. One time or another the business will have to face such problems. However the growing businesses and businesses with high influx these problems are more common. Any business would want to avoid such problems as they not only harm the customer experience but also the brand perception which is very bad for the long term growth and sustainability. That is why businesses always seek ways to introduce efficiency and productivity to their internal processes to maximize the performance. In order to solve the problems of having long queues and service delays a digital queue management system is the best solution. It help automating several customer journey steps, it manages the queues and customer flow automatically, it have in-built crowd prevention features, it help balancing the workload of the employees and significantly improve their efficiency and it simultaneously reduce the operational cost of a branch while improving the branch efficiency, productivity and customer experience. Which is why a digital queue management system is the best solution to solve queuing problems and to prevent service delays.

RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject or if you want us to help you implementing a highly cost-efficient and effective queue management system at 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: Why Automating Performance Management is Important for Businesses?

Key Tips to Improve Service Quality through Queue Management System

Key Tips to Improve Service Quality through Queue Management System

For any business the primary goals is to satisfy its customers, generate more revenue and grow. The service sector in Dubai and all around the UAE is very concerned about the rapid changes in the market trends, market behavior and technology advancements. The customer experience and service quality are the most important factors for any business’s success. However, each business will have to find a balance between the resources they have and the quality of service they provide. Investing a lot of resources in service delivery processes can surely improve the service quality but this approach could jeopardize the growth. That is why each business has to maximize the efficiency, productivity and performance in order to achieve the high quality of work with whatever the resources they have in hand. For that businesses adopt different methods and bring innovative solutions to maximize the operational efficiency and the quality of the work. This enable businesses to utilize their resources at maximum potential and achieve higher performance efficiency.

Key Tips to Improve Service Quality through Queue Management System

When it comes to efficiency and quality of work, for the service based businesses the service centers are the main customer facing channels. Customers tend to visit the service centers to avail various different services, for that the business have multiple counters in a service center to ensure maximum customers get served with minimum wait time. Sometimes there are some exclusive counters for some exclusive services, sometimes there are stepped services which require customers to go to multiple counters to get the full service and so on. There could be different service methods and work flows as per the business model and their practices. However, one thing in customer service centers is universal and very common, which is long waiting lines. The queue management is one of the most critical business function. Different service based industries have different footfall patterns, but all have some peak hours or busy days than the others. The customer footfall will be higher in certain hours of the day which could cause slow moving queues, long waiting time, and even crowed formation is common. That is why a digital queue management system is used to deal with these sort of problems. In this blog we will discuss how a queue management system improves the efficiency of the branch and how it improves service quality.

Key Tips to Improve Service Quality through Queue Management System

What is a Digital Queue Management System?

A digital queue management system is a modern solution to manage queues at the large customer service centers. The queue management system is a digital tool, it consists of two parts, one is software and the other is hardware. The major hardware components are interactive kiosk or ticket dispensing machine, digital signage and audio announcements system. The software is designed with highly advance AI (artificial intelligence) based smart algorithms which makes queue management system capable to continuously reading analytical data and take decision in real-time to maximize the efficiency of the queuing process. The queue management system software is usually hosted at a server, or online or at cloud. The agents gets their agent dashboard which provide them features to perform their queuing related tasks and it can also help them improve the service delivery process. The customer UI (user interface) is designed for the interactive kiosk.

What is a Digital Queue Management System?

However, some modern queue management system allow customers to interact with the system through multiple channels such as smartphone apps, online portals, and other channels. The administrative dashboard is for the management and staff and it is the main command and control system of the queue management system. Furthermore there are different types of software and hardware accessories that can be added to the system on the bases of needs of the business. The virtual queuing is the most modern form of the queue management system it is capable of reducing the customer wait time to literally none. There are several hardware accessories that can be added to the queue management system such as Emirates ID card reader, passport scanners, RFID Job ID Card Reader, Barcode & QR Code reader and several others. The software is capable of integrating with several systems and databases which allow the queue management system to offer more innovative features to enhance customer experience and to maximize the service quality.

What is a Digital Queue Management System?

Key Advantages of a Queue Management System that Help Improving Service Quality

The queue management system is used to deal with day-to-day queuing problems. However, the queue management system doesn’t only regulate the customer flow but it is a very capable tool which can help improving each and every touch point of the customer journey. The service quality doesn’t only depends on the capabilities of the service agent, in fact there are a lot of other variables which help businesses gradually improve the service quality. If a business is failed to manage the customer flow and the queues effectively the customers will have to wait longer, their waiting experience would be average or mostly below average, they will get waiting stress and they could reach counter in a highly uncomfortable mental state. After a long waiting time most of the customers just want to get everything done as quickly as possible, hence they make the job of service agent more difficult. Moreover when the queues are poorly managed the service agents also have a lot more work to do, they will get distracted from additional tasks to manage the queues, communicating with the customers in the waiting lines, and much more. Which effect their performance. All this led to a poor service quality. Here are the key advantages of a queue management system that help businesses improving the service quality.

Key Advantages of a Queue Management System that Help Improving Service Quality

Reduced Wait Time

One of the most crucial part of customer journey is the wait time and it could have profound effect on service delivery as well. As per industry standards and several international studies the average acceptable wait time for a customer is 5 to 13 minutes, depend on the industry. In traditional and manual queuing environment an average wait time could reach somewhere from 20 to 100 minutes on an average, depends on the footfall and industry type. However a digital queue management system can reduce the customer wait time by 30% to 70% depends on the industry. Furthermore the virtual queuing is a highly efficient queue management system which can literally reduce the wait time to zero. That much of reduction in the customer waiting time can have significant impact on customer happiness and customer satisfaction. Traditionally the queue management is not an easy task, it requires a lot of manpower and even then it cause a lot of problems which result in customer unhappiness and dissatisfaction, such as line jumpers, long waiting lines, dispute among customers, customer complaints about favoritism or poor management and much more. All these issues not only make your customers unhappy and frustrated but also have a toll on the employee performance.

Reduced Wait Time

A digital queue management system let customers sign-up for the virtual queues, hence they don’t have to physically wait in the lines. It offer customers freedom to wait comfortably in the designated waiting areas and help improving their experience. Furthermore the queue management system is a digital tool, hence the customers and visitors knows that the queues are managed by a computer operated program. This assure them there would be no line jumping, no favoritism and no mismanagement. Hence the customer complaints reduced to literally none. The queue management system automates the customer sign-up processes with the help of self-service solutions. Furthermore the self-service interactive ticket dispensing kiosk can be used to acquire some basic information about the customer’s needs. Which help queue management system to put them in the right queue. Furthermore the queue management system can divert customers from one counter to another in real time to ensure maximum efficiency. This entire process is automated, hence the wait time is significantly reduced. Since there is no human involvement the entire process is automated, the efficiency is high which improve customer flow and reduce wait time.

Reduced Wait Time

Improve Customer’s Waiting Experience

Reducing the customer wait time is a great advantage however, the improving the customer waiting experience could double their satisfaction. There are certain features that a queue management system offers which help businesses improve the customer waiting experience. The wait become more difficult if we don’t know how long we would have to wait. A queue management system captures analytical and system usage data, it also monitor several employee performance KPIs. The AI based smart algorithms can easily determine the expected wait time. Publishing the expected wait time help reducing the stress of the customers. Furthermore the digital signage keep displaying the live queuing information which also keep customers engaged and distracted from the waiting. The queue management system also allow businesses to publish multimedia content for information and entertainment to keep user busy. The multi-lingual audio announcement system keep announcing the next ticket number. These all things keep user distracted from the boredom of the waiting and keep them engaged which reduced the stress of the waiting and improve customer’s waiting experience.

Improve Customer’s Waiting Experience

Improve Customer Flow

The customer flow is of the major aspect of queue management. Usually in each service center there are several counters, there are several services and each service is different from the other. There are so many factors that can affect the customer flow. For example, some services take more time than the others, there are certain services which can be only offered by the exclusive counters, different service agents work on different pace, etc. All these factors can impact the customer wait time. The queue management system take account of all these aspects and it is capable of taking fully autonomous decisions in real time, which enable it to utilize the full potential of the service agents and maximize the productivity. For example, if a particular service is offered at 3 out 10 counters, two of the service agents are working at a good pace, one is relatively slower and takes more time to serve a customer than the peers. In such case the queue management system can sense the customer flow pace, and it can move more customers from the fast moving queues than the slow moving queues to maintain the balance which also increase the overall performance of the team.

Improve Customer Flow

Furthermore there are several services which are exclusive and there are customer groups which require different treatment as per the business policy. In such scenarios the queue management system can completely understand the customer route and ensures a smooth customer flow. The queue management system can automatically direct the premium or VIP customers to exclusive counters, it can direct the customers to the designated counters based on their service requirements. If a counter stopped, it can automatically divert and distribute the load at the other counters. These features are fully autonomous, the businesses can configure their policies as an instruction set for the system and the queue management system takes all the decisions in real-time based on the data it is capturing from different sources and touch points. The queue management system can also effectively improve the customer flow for the stepped services. A stepped service is a service that is distributed among more than one counters, the queue management system can not only ensures smooth customer flow but it also direct customers to the next steps. Basically the automation plays a vital role in maximizing the customer flow.

Improve Customer Flow

Offer Virtual Queuing

The virtual queuing is the most modern and advanced type of queue management system. The virtual queuing allow customers to utilize remote channels and mediums to sing-up remotely for the queues. It means that the customers are not required to be physically present at the branch. The virtual queue management systems are integrated with multiple channels, such as queue management system mobile apps, online customer portals, company website, SMS, QR Code, WhatsApp, etc. All these channels improve customer experience by providing them freedom and control over their interaction and facilitate each customer journey step. Since the customers are signing up remotely, hence they can plan their visit to arrive only when their turn comes. They don’t have to sit in the waiting areas anymore. They can do whatever they want to do, this offer a great relief to the customers and doesn’t put any waiting pressure on them. Furthermore the remote channels also allow businesses to enable communication with the customers and send them alerts and notifications to keep them updated with the queuing status. Less wait time means no stress or frustration, the customers get served as they arrived. This has a great impact on customer interaction and make it easier for the service agent to deliver a satisfactory experience.

Offer Virtual Queuing

Reduce Employee Workload and Improve Efficiency

With the traditional queuing the employee works under high pressure and they have to deal with a lot of unwanted tasks such as managing the queues, answering to people’s queries, solving their disputes, and such activities. This can have a serious impact on employee efficiency and on top of that the business will require a lot of additional staff to ensure a smooth customer flow during the peak hours. However, with the queue management system the employee doesn’t have to deal with any of such task, the entire customer flow is managed by the queue management system. This reduce the work load of the employee, furthermore the queue management system automatically manages the customer flow which is also very helpful in evenly distributing the customer among all available counters. When employee work under balanced workload their performance automatically got improved and they tend to be more satisfied. Moreover the queue management system can also be integrated with internal systems and other business tools which enables it to help service agents with their pre-service and post-service tasks, and reduce the delay. Happy and satisfied employees tend to deliver better service and on top of that since the customers also arrive with a calm and stress-free mind, it is easier to satisfy them.

Reduce Employee Workload and Improve Efficiency

Collect Business Intelligence Data and Improve Decision Making Processes

As the queue management system is a digital tool it has capability to collect and record analytical and performance data. The queue management system can collect information about the footfall, the peak hours/days, different patterns, the data about the service usage, the employee performance data and even the customer feedback data which help management to take informed decisions and based their policies and strategies upon the analytical, historic and feedback data to maximize the customer satisfaction and service quality. For example the understanding of the peak hours, will let the management effectively utilize resources, the understanding of the wait time can help understanding the strength and weaknesses of the queuing strategies. The employee performance data will help the management and the HR to design effective training programs and improve employee performance and technical competencies. Furthermore the customer feedback data help the management to understand the customer’s needs, expectations and desires. It also help identifying the areas of improvement and enable the businesses to gradually improve the services and service quality.

Collect Business Intelligence Data and Improve Decision Making Processes

Integration with Third Party Tools and Databases

The queue management system is designed on a highly adoptive and technologically advanced platforms. Which enables businesses to easily integrate in the internal IT infrastructure and the central information center. This enables the queue management system to send and receive data to and from all integrated systems, databases and the central information center. The integration also allow queue management system to offer more innovative features. For example the integration with the customer database allow queue management system to identify the customers at the self-service ticket dispensing kiosk via the customer ID, barcode/QR code, or even with the Emirates ID Card and so on. Integrating biometrics identification is also very common among the HR departments. The integration also allow the queue management system to facilitate the agent’s tasks. For example each agent have to prepare for the next service, this preparation require accessing certain information that are required for the service delivery, which can be automatically pushed to the agent dashboard if the queue management system is integrated with the relevant systems and databases and so on. All these features are possible because of the integration capabilities of the queue management system and directly or indirectly help improving the service quality and customer experience.

Integration with Third Party Tools and Databases

Conclusion

The service quality for any service based business is the crucial and extremely important. If a business failed to deliver the high-quality service they can’t retain customers for long. The customer retention depends on the service quality and customer experience. If the customers are happy and satisfied they tend to become more loyal with the brand. The loyal customers are a great asset for any business and are considered to be the key to success. Furthermore several studies and market researches shows that it is 5 to 25 times more expensive acquiring a new customer than selling to an existing customer. That is why the customer happiness, satisfaction and loyalty is crucial for the businesses. When it comes to customer service quality and satisfaction the queuing plays a crucial role. The traditional and manual queuing methods have completely failed the businesses that is why the businesses are actively seeking digital solutions to improve their queuing process. A digital queue management system is one of the most effective tool to manage the queuing process and it also have several other benefits too. The queue management system help businesses streamline the customer flow and automates several internal process which further help businesses reducing the customer wait time.

The wait time is one of the most crucial aspect of customer experience. The reduction in wait time have great effects on the customer experience, furthermore the queue management system also help improving customer’s waiting experience and the virtual queuing is capable of completely eliminate the wait time. Furthermore the queue management system help improving the employee performance and it can also support them with their primary tasks. The queue management system can significantly reduce the employee workload, which also help increasing the employee service quality. The queue management system also collect and provide highly valuable business intelligence data. The business intelligence data help businesses evaluate their ongoing strategies and policies and provide them valuable information which enable them to gradually improve the strategies and help them making informed and fruitful decisions. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject or if you want our help to deploy a highly effective, cost-efficient and customized queue management system, 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: Top 5 Trends that will Change Performance Management Forever

Importance of Queue Management System for Government and Public Offices

Importance of Queue Management System for Government and Public Offices

The public sector in Dubai and all around the UAE have been improved significantly in past decade, now a days the government and public offices want to deliver an excellent service with a delightful experience. The government and public offices receive huge footfall on daily bases, there are several services which makes then unavoidable. No matter what, one must have to visit the government office to avail the service. Here in UAE all local governments and the federal government itself is offering a wide range of online services or e-services which can be accessed via several online service portals or dedicated smartphone applications. However, even after all that digitalization, there will always remain some services that has to be done via a service center. That is why the Federal Government, Dubai, Sharjah, Ajman and all other governments are proactively implementing innovative features to improve the service quality, customer experience and operational efficiency of the government and public offices.

Importance of Queue Management System for Government and Public Offices

A queue management system might seem like a simple digital system that facilitates customer flow and manages queues in the government and public offices, but it is far much than that. A modern digital queue management system is not just a queuing solution but it is a very powerful tool that can help government and public offices to effectively implement their policies at the branches, manages customers flow, reduce manual queuing work, enhance customer experience, improve employee productivity, raise operational efficiency of the branch and help building a positive and healthy image of the department in public. The public always look up to the government to solve their problems and fulfill their needs. One of the major aspect of serving citizens is to ensure easy access and a better experience. But the question is how this can be done? In this blog we will discuss how a queue management system can help government and public offices to achieve their strategic objectives and long term goals.

Importance of Queue Management System for Government and Public Offices

Queue Management System for Government and Public Offices

A queue management system is a digital solution for the queuing needs of a business or organization. A typical digital queue management system consists of ticket dispensing devices or kiosk, digital signage to display queuing information, customer calling and announcement equipment and software solution. The software consists of a central command and control dashboard which is usually held in the head office, then there are branch management dashboards for branch managers and customer service agent’s dashboard. All these tools are specifically designed to maximize the efficiency of the queuing process. The queue management system for government and public offices is not different from any other ordinary queuing solutions however the administration and management features are slightly different to integrate into the workflow of the government and public offices. There are several innovative and modern features that can be included in the queue management system to maximize the customer experience and the efficacy of the system such as virtual queuing features and smartphone apps, etc.

Queue Management System for Government and Public Offices

Advantages of Queue Management System for Government and Public Offices

Each government and public office have different requirements hence their needs are different too. There are several queue management systems available in the market, however, the best approach is to develop a customized queue management system for the government and public offices to make the system more productive and effective. Here are some key advantages of a queue management system for the government and public offices:

Streamline Customer Flow

The government and public offices usually have larger footfall and it is harder to ensure a smoother customer flow. The queue management system sing-up customers for a virtual queue, which means the customers don’t have to stand in physical waiting lines, in fact they are free to sit in the waiting areas or anywhere, while they will move forward in the virtual queue. Another great advantage of the queue management system is that it can collect basic data or information about the required service. This information is utilized to direct the customers to the right service counter. In any government or public office the branch would be offering several services. Sometimes some service counters are exclusive for certain services, and sometimes due to other polices certain customers groups are diverted to certain counters, for example, for elderly people there are special counters which are more fast and the agents also have additional training to help such customers and so on. These all different scenarios can make manual queuing more complex, complicated and difficult to manage. However, a queue management system can manage all these variable situations automatically which help streamlining the customer flow.

Streamline Customer Flow

Reduce the Wait Time

The customer wait time is one of the major reason of damaging the customer relationship with a business. Customers simply hate long wait times, each industry have different tolerance or threshold level for the wait time but on an average it is ranging from 9 to 13 minutes. That means the government or public office should be able to serve each customer within that time range, however, that is very difficult. Obviously when someone is coming for service which is offered by the government department or any public office, the chances are there would be no alternate to that and no matter how long the wait time is the customers would wait. But that is very damaging to the image of the government entity or the public office. Here in UAE all local government departments and ministries are continuously evaluated and rated according to their performance and public perception. So, it is crucial to reduce the customer wait time. The queue management system automates the customer sign-up process, eliminates common queuing problems, balance the workload of the employee which improve customer experience and raise their happiness and satisfaction.

Reduce the Wait Time

Virtual Queuing Enables Instant Service Delivery

The virtual queue management systems are the most modern form of the queuing solutions. Traditionally the customers will have to visit a government or public office to secure a spot in the queues, but with virtual queuing they can sing-up remotely and don’t have to physically present at the government office. This allow them to arrive exactly at the time of their turn, hence they don’t have to wait at all. No wait time means instant service, which can have huge impact on customer experience and satisfaction. The virtual queue management system allow customers and visitors to sign-up using multiple channels, such as queue management system mobile apps, SMS, call, online portal, etc. All these channels are very convenient and easy to use, furthermore the customers can secure their spot before even arriving. There are several other benefits of the virtual queuing, such as it also help reducing the work load of the staff and it prevents crowed formation at the premises, etc. The wait time is the most influential factor in customer happiness and customer satisfaction. No wait time means excellent customer experience and higher customer satisfaction.

Virtual Queuing Enables Instant Service Delivery

Improve Customer Engagements and Communication

The most common problem customers faces at government and public offices is less communication. Which can badly effect the customer experience, the queue management system keep customers engaged and provide them with frequent updates. When customers are waiting in the waiting areas, large digital signage keep displaying the updated information about the queues. These signage can also play multimedia content to provide more information or entertainment. Furthermore the audio announcements in multiple languages also keep users engaged and distracted from the waiting, which help reducing the waiting stress and enhance customer experience. The virtual queuing tools further increase the communication between the customers and the service agents. The queue management system mobile apps, SMS, WhatsApp and even calls can be used for communication. The auto-respondent and chat bots can also be integrated to provide quick information to the customers. This also help increasing customer engagement and raise their satisfaction. It is all about customer experience, if customer will have good experience the chances are their interaction with the service agent will also be good and vice versa.

Improve Customer Engagements and Communication

Real-time Queuing Updates

The queue management system comes with a centralized software core application which is usually hosted at a server and all the connected branches and touch points act as the client to that server. All the source code, AI based smart algorithms and queue management system software is deployed at a server. The queue management system can work in both internet and intranet networks and can be hosted in traditional online hosting or at cloud platforms. This enables all branches and touch points to communicate directly with the central server. The queue management system offer dedicated UIs for the customers and dedicated dashboard for the agents along with an administrative dashboard. The administrative dashboard allow the branch managers and the head office to get the live queuing information at their respective dashboards. The branch manager can get the live data feeds and several performance matrices which help them understand the situation at the branch along with customer flow and behavioral data which help them take quick and informed decisions to improve queuing process. The head office can view the same information along with several additional matrices at their dashboard. Which help them take decisions in real-time and effectively implement their policies.

Real-time Queuing Updates

Improve Staff Performance

The queue management system is a very capable tool it can efficiently manages several customer journey steps automatically. The AI (artificial intelligence) based smart software engine can process live data and take decisions instantly to maximize the efficiency of the queuing process. It completely automates the customer sign-up process and improve customer flow. This means that the contribution of the staff is lessened. When the customers are managed manually, there might be complaints, the staff gets more engaged with the customers who are in the queues, which could keep distracting them from their primary tasks. This results in poor employee performance and more dissatisfaction among the employees. However, with the queue management system the employees are no longer required to interfere in other affairs, in fact they can easily focus on their primary tasks. Furthermore the queue management system balance the workload of the staff which help improving the staff performance. The queue management system also captures several KPIs and employee performance data which help the management in resource planning and management to maximize the productivity. The management can easily identify the areas of improvement and take actions to maximize the staff performance.

Improve Staff Performance

Improve Public Prospective

Here in UAE the government and public offices are working very hard to build a great image of their department or entity among the citizens. When a government or public office serves the citizens it also bear the responsibility to up lift the brand image and the overall public prospective about the organization. The customer experience have huge influence over customer opinion. Good experience, good public perception and bad experience means bad public perception of the organization, it is that simple. The queue management system not only improve customer flow but it is capable of improving the entire customer journey. It can improve several steps of the customer journey and it help improving the employee performance which also result in better experience and high-quality service. When a customer don’t have to wait much or if they used virtual queuing, they reached to the counter in a stress free mindset. The staff on the other hand works under balanced workload and is also happy. This help delivering excellent customer experience and satisfactory customer service which results in higher customer satisfaction and happiness. Satisfied customers tend to be loyal and loyal customers help spreading good words about the organization and add value to the entire brand image and its public perception.

Improve Public Prospective

Reduce Operational Cost

A digital queue management system is far more effective than just improving the customer flow. The digitalization brings automation and the automation drives productivity and efficiency. Better efficiency means better resource utilization and efficient resource management strategies help reducing the operational cost without compromising operation efficiency and productivity. In government and public offices the major chunk of expense went in employee retention. Since the footfall is high, the branch also have to hold larger teams which is very expensive. But with the help of a digital queue management system the branch can literally automate several major parts of the customer journey, hence no need to deploy employees or additional resources for these steps. Furthermore the queue management system help improving the employee efficiency and productivity of the branch. It means the same branch can serve more customers in a day with less resources without compromising customer experience and customer satisfaction. This automatically raise the productivity of the branch and reduce the operational cost. The queue management system itself have very low deployment cost and it also doesn’t require much maintenance which means results in higher ROIs and help reducing the operational cost.

Reduce Operational Cost

Conclusion

The government and public offices have fairly larger footfall. Hence their queuing processes are sophisticated and require a lot of resources too. It not only make the management more complex but it also raise the operational cost of the branch. However, with the help of a digital queue management system the government or public office can significantly reduce the operational cost without compromising the service quality or customer experience. In fact a queue management system is a great tool to enhance the customer experience and to raise the customer satisfaction. For any government or public office the top priority is to provide easy access to high quality services. A queue management system help them achieving their goals. It can significantly reduce customer wait time and with virtual queuing the customer wait time can be reduced to none. The queue management system automates several customer journey steps which drives productivity, efficiency and also help reducing the workload of the staff and enable them to perform better.

The queue management system can provide a wealth of valuable business intelligence data which help management understand the customer flow, customer behavior, staff performance and provide them several analytical matrices. The queue management systems are built using widely available technological platforms which significantly reduce the deployment and maintenance cost and help reducing the overall operational cost of the branch. The central information center allow the head offices and the branches to collect and view the real-time queuing data and several performance matrices at the administrative dashboard. Which help them take quick and informed decision to improve the queuing process. RSI Concepts is a leading queue management system provider in Dubai, UAE. We are serving our customers since more than a decade now with our standard and customized queuing solutions. If you want to learn more about the subject or if you want us to help you improve your department’s performance, customer happiness and public perception, 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: 5 Challenges in implementing Performance Management System

Benefits of Using Modern Queue Management Software

Benefits of Using Modern Queue Management Software

Here in Dubai and all around the UAE the businesses are transitioning towards a more customer-centric business model. This is due to the paramount importance of the customer happiness and customer satisfaction. Now a days the customer simply have too many options, if you failed to delight them they will immediately shift to a competitor. That is what makes customer happiness even more crucial for a long term success. The customer waiting lines are not avoidable, no matter what businesses do they will have to deal with the queuing issues. The customer waiting lines frustrates your customers as well as your employees. The employees too will have to do more work, they get distracted from their primary tasks. Most of the times businesses will have to hire more staff to deal with large flux of customers and visitors. Which also raise the operational expenses. The manual queue management also have a lot of problems that can completely ruin the customer experience. That is why a digital queue management system is used, it not only help reducing the customer wait time, it also streamline customer flow, automates customer journey and enhance their experience.

Benefits of Using Modern Queue Management Software

What is a Modern Queue Management Software?

A modern queue management system is a combination of software and hardware components. The queue management software is a server side application which is hosted on an online server, in-premises data center, or in a cloud. The hardware is majorly different devices which are connected with the software. The key hardware components include digital interactive self-service kiosk or ticket dispensing unit, the digital signage displays and the audio announcement system. The software included a server based application which have all the algorithms used to perform decision making tasks in real-time. The software also provides a service agent dashboard, which help service agents in interacting with the queue management system and it can also help them performing service delivery tasks. The queue management software also comes with an administrative dashboard, which is a control panel for the entire system. The head office and the branch managers or any other relevant staff have access to these dashboards. Some advanced queue management systems also offer virtual queuing and queue management system smartphone applications.

What is a Modern Queue Management Software?

The customers and visitors can sign-up for the queues using the interactive self-service kiosks, where they are asked to choose the desired service, then a ticket is issued with their queue number. They got signed-up for the virtual queues, which means they don’t have to wait in physical waiting lines, and allow them freedom to wait in the waiting areas and lobbies or anywhere they want. The queue management software is capable of automatically routing the customers to the relevant counter. Even if the service structure is very complex, the queue management system can accurately divert the customers to the required counter. In some businesses some counters are exclusive for some services, some offer a certain set of services only and so on, and this make queuing more complex.However, with a queue management system the customer flow is fully autonomous. The queue management system also help improving customer waiting experience and simplify customer journey. The queue management software can be integrated with other enterprise systems, databases and central information center which help adding innovative features to further enhance customer experience and efficiency. Here are some key benefits of a modern queue management software.

What is a Modern Queue Management Software?

Benefits of Queue Management Software: Automates Queuing Process

One of the biggest benefit of a modern queue management software is that it has capabilities to fully or partially automate the entire queuing process. The customer sign-up for the queues is automated via a self-service interactive kiosk. The customer flow management is automated with the help of the AI (artificial intelligence) based algorithms. The queue management system can implement the entire queuing policy with more efficiency and efficacy. The queue management software can understand which all services are offered by the businesses, it can also learn which counters are exclusive for which services, this information help the algorithms to automatically divert customers to their relevant counter. On top of that there is no need for physical queues, all customers and visitors are signed-up for a virtual queue, which allow them to wait freely inside the premises. Even the queue management software can notify the customers via SMS and allow them more freedom to wait outside the premises as well if they want. The queue management system can also shift the customers form one queue to another based on the data it fetched in real-time from the system to achieve maximum efficiency. All this process is fully automatic and managed by the AI based in-built algorithms of the queue management software.

Benefits of Queue Management Software: Automates Queuing Process

Benefits of Queue Management Software: Significantly Reduce the Wait Time

There many problems with the traditional, manual queuing process. The waiting lines are long, there are line jumpers, people always complaint and the staff found it very difficult to manage crowds. All these factors keep staff distracted from their primary tasks which further reduce the efficiency of the branch. However, with a digital queuing system the customer waiting time can be reduced. A modern queue management software is a very powerful tool, it is capable of monitoring the queues and customer flow in real-time and its AI based smart algorithms enable it to take autonomous decisions in real-time. The queue management software can monitor, control and improve each and every step of the entire customer journey from welcoming customers to taking them to the right counter and even requesting them for their feedback afterwards. The automation eliminate all human management related problems, the customers and visitors don’t complaint as they know everything is managed by automatic system and there is no favoritism, line jumping or any other influence of the staff on the customer flow. This also let employees and the service staff to focus on their primary tasks, which further improve customer flow and reduce the overall customer wait time.

Benefits of Queue Management Software: Significantly Reduce the Wait Time

Benefits of Queue Management Software: Improve Customer Experience

The reduction in wait time have very pleasant impact on customer experience. No one wants waiting, however, there will still remain some wait time which will vary on the bases of footfall at a certain hour in a day. A queue management software allow you to enhance customers experience during their journey at your business or branch. When a customer enters he/she is greeted by a self-service interactive kiosk machine, where they can acquire some information, provide some details and chose the service they need. Then the system issues them a ticket bearing their turn number in their respective waiting line. The queue management software comes with in-built digital signage tools, which enable businesses to play multimedia content on the large displays that are used to display queuing information. This media can keep customers engaged and reduce the stress of waiting. The queue management system can also estimate the wait time as soon as someone signs-up, based on the previous data and current customer flow rate. Knowing how much more you have to wait also help calming the stress of waiting.

Benefits of Queue Management Software: Improve Customer Experience

The queue management software can also help employees in service delivery steps, which maximize their efficiency and reduce the time a customer will have to spend on a service counter. This also help improving customer experience. Since the customers don’t have to wait much thanks to the seamless customer flow, they reach to the counter in a much better state of mind. Which is very helpful for service agent to improve their interaction with the customers. The queue management software can also be integrated with other systems, which can be very helpful for the service agents in delivering a quicker and satisfactory customer experience. The queue management software can also utilize digital communication channels to alert and update the customers, which could be very helpful for the customers. Moreover there is always a multi-lingual audio announcement system, which keep announcing the next ticket number and its designated counter number/name. This also keep customers distracted and keep them busy, which reduces the sensation of waiting. There are several other features that can be utilized to maximize the customer engagements and reduce the stress of waiting. All these features help improving customer experience and ensures a higher level of customer satisfaction.

Benefits of Queue Management Software: Improve Customer Experience

Benefits of Queue Management Software: Increase Customer Loyalty

The customer loyalty is one of the key factor which can ensure a long term sustainable growth of a business. The loyal customers tend to be a good brand advocate, they spread good words about the business which might also encourage others to make a purchase. The social media and digital channels have a great influence on the brand reputation and brand image, loyal customers tend to post good about the brand on their favorite channels with help improving online presence. Studies have shown that it is 5 to 25 times more expensive to acquire a new customer than selling to an existing customers. That is how the customer loyalty can impact a business. A queue management software help businesses improve the entire customer journey and every interaction. It can also collect data from each touch point which also help businesses to understand the customer journey and customer experience, on the bases of this understanding and the analytical data collected by the queue management software, the businesses can build more effective strategies and plans to ensure maximum customer satisfaction. Only happy and satisfied customers tend to be loyal, unhappy customers might never return.

Benefits of Queue Management Software: Increase Customer Loyalty

Benefits of Queue Management Software: Improve Employee Efficiency

Managing customers, solving their problems, organizing physical queues, and avoiding crowed is a very time consuming task and requires a lot of efforts from the staff. This also keep distracting employees from their primary tasks and badly impact their efficiency and productivity. A queue management software not only lift a lot of workload from the employees but it is also capable of helping them with their routine tasks. The customer sign-up, virtual queues, automatic customer flow management, and a lot many more processes are managed by the queue management software automatically. When employees worked under balanced workload they tend to perform well. Furthermore the queue management system also provide in-depth employee performance data and KPIs. For example, the queue management software measures how much on an average an employee spend on one customer, how they performed while delivering different services, how many customers they served in a single shift, how much time they spend in pre and post service tasks, etc. All these details help managers develop effective training programs and let them make informed decisions for better resource management which can significantly improve employee efficiency.

Benefits of Queue Management Software: Improve Employee Efficiency

Benefits of Queue Management Software: Collects Business Intelligence Data

The modern day business are heavily relying on information technology and data driven solutions. The data provides the information that are required to make better strategic decision that put a business on the success path. A queue management software is also a digital solution and it can offer a great wealth of the business intelligence data. The business intelligence data help businesses understand its customers, their persona, preferences, needs, expectations, and their voice too. The queue management software can capture analytical data form each touch point which help businesses to understand and evaluate the customer experience and customer journey. The queue management system’s analytical data also help businesses evaluate their internal processes, polices and strategies and help them highlight the areas of improvements. Moreover businesses can also collect direct customer feedback with the help of the queue management software. A modern queue management software comes with in-built customer feedback collection module. Usually businesses keep touch screens, tablets and interactive kiosks to collect the customer feedback data. Which further help them understand the needs and expectations of the customers. Hence businesses can utilize this data in their decision making processes to make more informed and effective decisions.

Benefits of Queue Management Software: Collects Business Intelligence Data

Conclusion

The queue management is a very crucial aspect of customer satisfaction and customer happiness. The customer satisfaction drives customer loyalty and the loyal customers provide a foundation at which a business can plan and achieve a sustainable growth and long term success. The queue management software is a very powerful tool with AI based smart algorithms that enables it to collect analytical and system usage data in real-time and make instant decisions to improve the customer experience. The queue management software track and monitor employee performance and KPIs, which also help businesses in resource management and planning. The queue management systems collect valuable business intelligence data which help businesses take informed decisions. The queue management software offer a central management system which enables the head office to monitor all connected branches in real-time and effectively implement their policies. RSI Concepts is a leading queue management system provider in Dubai, UAE if you want to learn more about the subject or if you want our help to implement a very cost-effective tailor-made queue management system, 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: 6 Performance Management Problems and How to Solve Them?

What can a Queue Management System do for you?

Every business’s primary goal is to expand and grow. However, the business growth is completely dependent on its customers. The customers are the soul of any business, which is why the customer happiness and customer satisfaction is extremely crucial for a business. The customer satisfaction drives customer loyalty which is essential for customer retention. If a business have good customer retention, they don’t have to invest a lot in acquiring new customers. Gradually the loyal customers and an active marketing strategy can build a very strong brand identity in the market. The customer retention also have a huge impact on profitability of a business. In general it is almost 5 to 25 times more expensive to acquire a new customer comparing to selling to an existing customer. Furthermore if a business or organization keep losing customers they will have to invest more in their marketing & communication which could increase the cost of acquiring a new customer by many times. The customer satisfaction plays a crucial part in long term success and growth of a business. When it comes to customer satisfaction a few industry sectors stand out more than others for the need of a queue management system.

What can a Queue Management System do for you?

Here in Dubai and all around the UAE the queue management systems are a common site at several businesses, especially at banks, government offices, telecom service centers, etc. are the places we all visit once in a while. However, the queue management systems are also very popular in healthcare sector, public sector, retail, airports, educational institutions and many more. Think of yourself visiting a business to get a service, the waiting area is full, there are several counters and several queues, you have no idea in which queue you should be, you feel the adjacent queues are moving faster than yours, you are not sure how much time it will going to take and you have to be somewhere, obviously you will get confused, frustrated and at some extent angry too. This is what you are risking of putting your customers through being a manager, decision make or owner of the business. Let us admit, we all don’t like waiting, especially under those circumstance. People tend to avoid going to businesses where they had bad experience in past or where they know they will get a bad experience. That is what exactly a queue management system is designed for. It is designed to avoid all those things.

What can a Queue Management System do for you?

Here is what a queue management system can do for your business and your customers:

  1. Reduce customer wait time
  2. Improve customer wait experience
  3. Improve customer flow and customer journey
  4. Raise service quality and improve business processes
  5. Achieve customer satisfaction and gain customer loyalty
  6. Improve staff performance and achieve staff satisfaction
  7. Gather valuable business intelligence data
  8. Reduce cost and increase profitability

Here in Dubai, UAE good queue management system brand such as  RSI Concepts also offer customization services. A customized queue management system can further boosts its efficiency and offers more benefits comparing to off-the-shelf queuing solutions.

Queue Management System: Reduces Customer Wait Time

One of the biggest reason of customer dissatisfaction is the wait time. Studies have revealed that an average customer start getting stressed after just 8 to 12 minutes of wait time, the longer the wait time will be the more stressed customer will get. More than 70 of the customers leave without making a purchase due to long wait time at the counters. Obviously different industries have different market dynamics but one thing is sure the long wait time results in customer frustration and increase churn rate too. The queue management system effectively and autonomously manages the queuing process and the customer flow in the service area. It facilitates customers by offering them multiple sign-up channels, reduce the average service delivery time, and it improves employee efficiency. Collectively all these factors and several others directly or indirectly help reducing the customer wait time.

Queue Management System: Reduces Customer Wait Time

Since the queuing and the customer flow is managed by the smart queue management system software so the employee can focus on their primary tasks without any distraction, which improve service delivery time and quality also. Furthermore there is no dispute, confusion or complaint from the customers who are waiting in queues, as everything is managed by system. The queue management system can also collect and store statistical data and has ability to route customers smartly which also reduce customer wait time and improve customer journey. It can also segregate various different types of customers such as VIP, Premium, Customer with Needs, etc. which also help improving the queuing process and reduce the customer wait time.

Improve Customer Wait Experience

Another very useful feature of a queue management system is that it can help businesses improving the customer waiting experience. If customer waiting experience can be improved they feel less impact of the waiting. The queue management system have integrated digital signage screens which are usually used for displaying the real-time queuing information. The queue management system allow businesses to play multimedia content or any other engaging material which can distract customers from the waiting and help reducing the waiting impact. Furthermore the queue management system is based on a very intelligent software engine which is powered by smart algorithms and AI (Artificial Intelligence). The queue management software can also predict the estimated time for each customer, which can be printed on their ticket and it can also be displayed on the signage screen. The impact of waiting is significantly reduced when the customer know how long they will have to wait.

Improve Customer Wait Experience

Furthermore the queue management system also have audio announcement system. The audio announcements keep the users engaged and distract them from the wait time, each time when a new announcement is made, most of the customers tend to look up at the signage to see which tickets are currently being served and how far they are. These all features keep them busy and engaged and reduce the effects of the waiting and boredom. Since the entire queuing process is managed by the queue management system, and the customer also know that everything is controlled by the computer, so they usually don’t complain much. In case of manual queue management most of the time customers get confused, they also complain about line jumpers, or sometimes customers might think the staff is favoring someone over them, and so on. However, with a queue management system these all problems are gone, and on top of that the customer flow is managed by intelligent algorithms which reduce latency factors and improve overall customer waiting experience.

Improve Customer Flow and Customer Journey

The customer journey and customer flow have a huge impact on the customer journey. A queue management system have in-built modules to implement customer flow policy and allow the management to automate the customer flow throughout the entire customer journey. Usually a business offers multiple services and also have multiple counters. Mostly a single service is delivered through a single counter, however, in some cases businesses might have stepped services which require a customer to reach to several counters or more than one counter to get a full service. In some cases businesses have exclusive counters for exclusive services or customers, which also has to manage separately. There could be so many different variations and factors that can impact the customer flow and customer journey as well. A queue management system can automatically manage all these scenarios.

Improve Customer Flow and Customer Journey

It means the businesses just need to configure their policy once and the queue management system is capable of taking decision in real-time based of the pre-defined settings and on the real-time system usage and statistical data. Businesses can also create agent profiles with their abilities to deliver different services and the queue management system can utilize this information to route the customers to the least busy counters while reducing the work of the busy counters which results in overall improved efficiency and performance which help improving customer flow and customer journey.

Raise Service Quality and Improve Business Processes

The businesses can utilize several advanced features to expedite the service delivery processes and service quality. Such as a queue management system have an integrated interactive kiosk for ticket dispensing, which can be used to take customer information, which help the system to prepare the agent dashboard beforehand by fetching the required information instantly from connected systems and databases. The queue management system can prepare the service agent dashboard automatically and instantly, as soon as the agent calls for the next customer the queue management system automatically fetch the data and information for the next service delivery hence saving precious time and reducing the overall service delivery time.

Raise Service Quality and Improve Business Processes

A queue management system can be integrated with several input devices to improve customer experience. For example, rather asking customer to input their details via sign-up form, the interactive kiosk can offer them Emirates ID scanner which can pull customer’s information automatically from the customer database and authenticate it with their ID. There are so many features that a business can add to a queue management system which can improve the customer journey and customer flow. The queue management system can automate several service delivery steps and it significantly reduces agent’s work which means the agents have more time to focus on the customer and the important things. This way a queue management system can raise service quality and improve several internal business processes.

Achieve Customer Satisfaction and Gain Customer Loyalty

Customer satisfaction and customer loyalty is a key to long term success and sustainable growth. Businesses put a huge amount of resource and revenue just to increase their loyal customer base. The loyal customers are a valuable assets who not only help businesses expand but also help them to establish a good brand image. Loyal customers tend to be a good brand advocate, they suggest their favorite brand to others and doesn’t leave the businesses for small problems and they also have more tolerance towards the negative or bad experiences. It is far more expensive to acquire a new customer than selling to an existing one. Furthermore the customer retention have huge impact on business’s profitability. For example if a business keep losing 100 customers a month while its marketing and sales team tends to acquire 200 new leads per month, their overall profitability will be reduced.

Achieve Customer Satisfaction and Gain Customer Loyalty

In addition to that the customers who will leave might also share their negative opinions about the business which harms its reputation and brand image. A business with less customer turnover and customer churn rate can yield more profits from the same efforts they are doing. Customer retention help promoting good brand image which attracts more customers hence it help optimizing the marketing cost as well. A queue management system significantly enhances customer experience and ensures much higher customer satisfaction. Customer satisfaction drives customer loyalty and have a very positive effect on profitability.

Improve Staff Performance and Achieve Staff Satisfaction

Since a queue management system provides a complete framework to manage the customer flow and customer journey in a fully or semi-autonomous way. It can take a huge amount of staff work and help balancing their work load. Employees who work under balanced workload tend to perform better and produce more quality work. Usually with manual queues, the staff is mostly engaged in managing queues and listening to the customers’ complaints and resolving their problems. This distract them from their primary tasks which not only have negative effect on their performance but also on the service quality. While a queue management system not only take all that burden but it also facilitates staff by managing several service delivery tasks. Furthermore the queue management system is a very capable tools of monitoring and measuring several staff KPIs. Which can be very helpful for the HR to improve the staff performance and efficiency.

Improve Staff Performance and Achieve Staff Satisfaction

A queue management system measures various KPIs and stats. For example, how many customers are being served by an individual agent or a team or a branch, etc. The queue management system can also monitor the staff activity, such as how much time they took for each service delivery, how much time they took to prepare for the next service and customer call and several other performance matrices. All this data is automatically analyzed by the in-built AI powered smart software engine and made available for the management and for the staff also. The management can easily identify the strengths and weaknesses of the staff and take steps to improve their performance. This also help HR to develop more effective employee development and training programs.

Improve Staff Performance and Achieve Staff Satisfaction

For example, if an employee is good at delivering 3 out of 5 services and for the 2 he/she take more time than the other agents, the business can help staff to improve their skills for these 2 services. There are so many features that can help employees, HR and management to evaluate employee performance and highlight their weak points which can be rectified to further improve their overall performance.

Gather Valuable Business Intelligence Data

A modern business heavily relies on the digital solutions and its IT infrastructure. In today’s world the success and growth is heavily relied upon the efficiency to effectively collect business intelligence data and leverage it to improve each and every business function and internal processes. A queue management system is a powerhouse of business intelligence data. It can collect data from each customer touchpoint. Which help businesses analyze the entire customer journey and let them track down the chock points in customer flow. The business intelligence data also help businesses to evaluate their strategies, policies, and internal business processes which can impact customer experience and customer satisfaction. The queue management system can accurately measure the time interval between every customer journey step and allow businesses to make improvements to improve customer experience.

Gather Valuable Business Intelligence Data

A queue management system can accurately measure the time of the customer interaction for example how much time it take a customer from signing up till getting the service. How much time it took to deliver the service, and how much time an agent takes between completing a service, performing post-service tasks and calling for the next customer. The system can monitor staff activities as well along with their performance and several other details. It can also collect customer feedback which can be helpful for product development and it provides deeper understanding of the customer experience and their preference. The queue management system have in-built data analytical tools which can automatically generate pre-configured reports and send them to the relevant stakeholder. The managers can also perform several analysis, comparisons and set alerts if any threshold is crossed. All these features help businesses to take timely decisions and monitor everything in real-time which make them more prepared to handle unexpected scenarios without harming customer experience and customer satisfaction.

Reduce Cost and Increase Profitability

A queue management system can manage queues, sign-up processes, customer flow, customer routing and the entire customer journey. Which eliminate the need of a lot of additional staff. Acquiring a queue management system is much less expensive comparing to retaining more staff. The operational and maintenance cost of the queue management system is very low. The modern queue management systems are built on widely available technology platforms which not only reduce the initial cost but also reduce the maintenance and upgrade costs. The value a queue management system adds to the customer journey and customer experience is unmatchable to anything else. It provides better and deeper in-sight to the customer journey, customer experience, employee performance and enables businesses to learn about their customer’s preferences, market trends and help them developing customer friendly strategies and policies.

Reduce Cost and Increase Profitability

Customer satisfaction drives customer loyalty and help optimizing the cost of the marketing and acquiring new customers. A loyal clientele is a key to long term success. Selling to existing customers is far more profitable than acquiring new customers. The ability to integrate with other marketing channels and customization allow businesses to optimize the cost of their IT infrastructure. Businesses can offer much more features at a much less cost which make queue management system one of the most cost-efficient solution for the businesses. A typical lifecycle of a queue management system is 5 to 8 years, that means the business might not going to need a new solution for a long time which itself significantly increase the ROI (return over investments) of a queue management system. Furthermore the automation, employee performance improvements, and valuable business intelligence data indirectly help reducing the cost at several fronts. These all features and benefits of a queue management system help businesses generate more revenue, achieve higher productivity and performance and gain more profit.

Conclusion

A queue management system is a very useful tool to transform customer experience, customer journey and to improve several internal business processes. It help businesses closely monitor the customer behavior, the problem they face and also help them collect valuable business intelligence data. A queue management system help businesses achieve higher performance, leverage automation and increase their productivity and profitability. It help businesses gaining higher customer loyalty and let them improve their strategies and polices to make improvements. It help businesses increase staff performance while achieving higher staff satisfaction which directly impact on the service quality and service delivery processes. A business can link queue management system with several other internal and even external systems to boost the usability of the system and to bring innovative features to improve customer experience and customer journey.

RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject or if you want us to help you with you queuing needs, 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 to Choose the Right Software Development Vendor for Your Business

The Concept of Queue Management and Crowd Control

Managing queues and crowd control is not only herding customers and visitors from the entrances and placing them in waiting lines, it is far complicated than that. The crowd and queue management is crucial to ensure a smooth customer flow which have huge impact on customer experience and customer journey. For businesses customer journey and satisfied customer experience is a key to success. However, there is no prefix or how-to-guide for effectively managing the queues and crowds. That is why we are writing this blog to provide our audience a better understanding of the matter. Various businesses need queue management and crowd control especially services based sectors and the event organizer companies require a proactive approach for queue management and crowd control. For every business the queue management and crowd management is slightly different however the basic principles are the same.

The Concept of Queue Management and Crowd Control

No matter what business sector you belongs to, the most important thing for any business to understand is that the slower customer flow and long waiting time just not only harm your service quality but it results in a huge loss in sales and revenue as well. In long term it have even more serious impact which is at the brand reputation and credibility. Once people start getting bad experience from a brand, they tend to talk about it, whether it is with coworkers or family or even social media platform, people tend to express their feelings and bad experiences which could be very dangerous for the brand reputation. A negative brand identity not only make new customer acquisition harder and expensive but it also repel your existing customers and reduce customer retention. That is why it is extremely important for businesses to manage their queues effectively and have a proper crowd management and prevention strategy in place to avoid such scenarios.

The Concept of Queue Management and Crowd Control

What is Queue Management and Crowd Control?

The queue management is managing the customer flow to ensure a smooth customer journey. The queue management helps improving the customer waiting experience by effectively optimizing the customer flow throughout the customer journey. The old manually managed waiting line methods are obsolete and replaced with more sophisticated digital queue management systems. A queue management system consists of different software and hardware components that help businesses effectively managing the customer flow and enable them to improve the customer experience and customer journey. The term crowd control is self-explanatory, it means management of the crowd at any waiting area or venue where the business needs to serve its customers in any way. If the queues are not managed properly the crowd formation is inevitable. When the queue management and customer flow is well-managed the chances of crowd formation are slim to none, however, in some cases due to some unexpected events or disruptions a businesses could still face situations where crowd is formed. In such scenarios a business must have a crowd control policy as well. Which can also be implemented by the digital queue management system now a days.

What is Queue Management and Crowd Control?

What is Queuing Theory?

The queuing theory is basically a mathematical presentation of how the queues and waiting lines are formed and how they naturally function and why and how they malfunction. As the queuing theory is a mathematical understanding of the queues, it measures and analyze all elements of the queue management and customer flow. Basically the theory was first developed for the purpose of learning about the computer systems and the data communication between those systems. However, later the theory was also applied to the actual customer queues instead of data packet. The queuing theory has a lot many other real-life applications. For the queue management systems and crowd control the queuing theory majorly measures and analyze the customer flow, waiting lines or queues, the method or mode of arrivals, the types and number of services, the service processes, number of counters/servers, and the number of customers. The primary objective of queuing theory is to understand and determine the causes of congestions, delays and the crowd formation at the waiting areas. Businesses implement queuing theory to achieve a balance between the queue management efficiency and cost.

What is Queuing Theory?

What is Queue Management System?

A queue management system is a tool consists ofseveral software and hardware components which are used to improve customer flow, customer waiting experience and customer journey by optimizing efficiency and introducing automation to various internal business processes. The queue management system improve customer experience by managing customer journey and improving the operational performance. This is achieved with the help of various tools which automate various touch points and reduce human efforts to maximize the efficiency of the system and the staff which results in quicker and better service delivery. A queue management system is a very effective tool for crowd prevention and management as well. Basically the prime objective is to keep your customers happy, and a queue management system is a perfect solution to improve customer experience at all steps of customer journey. Another great ability of a digital queue management system is that it can collect valuable business intelligence data which help businesses in making informed decisions and do improvements in their current strategy and policy to further improve customer happiness and customer retention.

What is Queue Management System?

What are Different Types of a Queue Management System?

That is the most obvious question a business faces when they decide to acquire a queue management system. Here in Dubai and all around the UAE there are so many different service providers and vendors who are advertising a lot many different queue management systems and solutions. Which could get confusing for a lot of the businesses. You might find a variety of different types of queue management systems in the market such as:

  • Queue Management System for Banks
  • Bank Branch Transformation Tools
  • Queue Management System for Hospitals, Pharmacies and Healthcare
  • Queue Management System for Restaurants
  • Queue Management System for Government Offices
  • Queue Management System for Students/Collage/University
  • HR Queue Management System
  • Virtual Queue Management System
  • Retail Queue Management System

And a bunch of more. That is why it become a very challenging tasks to decide which queue management system will be suitable for you. Regardless of industry or application, all queue management systems work on same basic principles. That is why you shouldn’t have to worry about different types. If you need a queue management system for your business the best solution is to acquire a customized solution from a well-reputed queue management system provider in Dubai, UAE  such as RSI Concepts. The tailor-made queuing solution tends to perform many time better than ready-made/off-the-shelf solutions.

What are Different Types of a Queue Management System?

A queue management system majorly consists of two distinct types of components one is software and the second is hardware. The queue management system software have further more components or modules and similarly the hardware also have more modules. All different types of the queue management systems can be classified on the bases of components they are using or their application for a specific industry. However, the best is to utilize as many components as you can to facilitate each and every step of the customer journey. Here are some examples of different modules of queue management systems:

Queue Management System Software

Basic QMS Software Modules

  • Server Software Application
  • Back-office or Administrative Control Panel
  • Agent Dashboard
  • Customer UI (For signup or ticket dispensing kiosk)
  • Reporting Module

Advanced QMS Software Modules

  • Virtual Queuing
  • Online Appointment Booking Module
  • Queue Management System Smartphone Application
  • Integrated Notification and Alerts Module
  • Separate Head Office and Branch Manager Dashboards
  • WhatsApp Enabled Queuing
  • QR Code based Queuing
  • Customer Feedback and Survey Collection Module
  • Performance Monitoring and KPIs
  • Business Intelligence Collection Module
  • Comprehensive Reporting and In-built Analytical Tools
  • Report and Alerts Automation Module
  • Mobile Sign-up Function
  • Third-party System Integration

Queue Management System Software

Queue Management System Hardware

Basic QMS Hardware Modules

  • Interactive Self-Service Ticket Dispensing Kiosk
  • Digital Signage Displays
  • Counter Displays
  • Smart Media Players & Drivers
  • Audio Announcement System
  • Customer Calling Unit (These days agent dashboard is used more often for this function)

Advanced QMS Hardware Modules

  • Emirates ID (EID) Reader
  • Passport Scanner
  • Boarding Pass Scanner
  • Barcode/QR Code Scanner
  • RFID Reader
  • Biometrics Scanner
  • Document Scanner
  • Payment Gateway and POS Integration
  • Cash Deposit and Coin Acceptors
  • Customer Feedback Touch Screens/Tablets Integration
  • IP Camera and Intercom Integration

Queue Management System Hardware

These all are most widely used components and modules. Obviously everyone doesn’t require all of them but businesses should offer as many features as necessary to make process simpler and convenient for the customers. These components also help optimizing various customer journey steps and reduce the overall service delivery time. Which not only help improving customer experience but also reduce the workload of the staff and service agents and results in a significant improvement in employee performance.

How Queue Management System Helps in Crowd Control and Crowd Prevention?

A queue management system enables businesses to automate queuing process and various other business processes. This expedite the customer flow and reduce customer wait time. The sign-up for the queue is completely automatic either by the interactive self-service ticket dispensing kiosk or by several other regular and remote channels. Furthermore there is no problem that staff usually faced with manual queuing, which reduce the workload of the staff as well. The queue management system is capable of automatic customer flow management as well. Usually at any service center or business there are several counters, some could be exclusive for some services, some could be for VIP or Premium customers, and some could be for other priority needs and so on. A queue management system can automatically understand all these different customer routes on the bases of customer needs and customer priorities. Hence the customer flow is fully automatic.

How Queue Management System Helps in Crowd Control and Crowd Prevention?

This not only eliminates confusion but it also frees the staff to focus more on their primary tasks.Which in result improves staff performance and further speed up the service delivery process. The queue management system helps reducing the average wait time and average service delivery time which means a single service agent can serve more customers in a shift. Hence the chances of crowd formation can be further reduced. With a good quality queue management system the chances of crowd formation are very less even then if any situation arises where a crowd is formed the queue management system can be very helpful in controlling the crowd and expediting the service delivery by automatically managing customer flow and customer routing. The queue management system also have ability to monitor the queuing process in real-time and it can also record analytical and monitoring data in its server which enables it to take decisions in real-time and increase its crowd management and control efficiency.

How Queue Management System Helps in Crowd Control and Crowd Prevention?

The smart algorithms of the queue management system can do heavy lifting in the crowd management. However, businesses can also install extra measures to get more control over customer flow during the crowded situation. For example, the stanchions, floor stickers, wall-mount and floor-standing signs, belt barriers, chain posts, rope barriers, etc. The queue management system can be used to automatically route customers through these paths and direct them to the right service counter without any delay. This helps management to reduce crowd quickly and provide them more control and visibility during such events.

Key Benefits of a Queue Management System

A queue management system is a great tool to improve customer experience and customer journey. These days in Dubai and all around the UAE the queue management system have become an essential for the service based industries. A queue management system not only help improving customer satisfaction but it is also very capable of monitoring each and every touch point throughout the customer journey along with ability to gather employee performance data and various KPIs. A good queuing system such as RSI Queue Management System offers in-built data collection and analysis tools. Which can provide you a great competitive edge. Businesses can also monitor the branch performance remotely from the head-office in real-time. A customized queue management system can be customized to meet the needs of the business and it can help them improving the entire customer journey and also the employee performance which assures higher productivity, performance and profitability.

Key Benefits of a Queue Management System

Here are some key benefits of using a good quality queue management system:

  • Reduce Customer Wait Time
  • Improve Customer Waiting Experience
  • Automate Various Customer Journey Processes
  • Integrate Queue Management System with Third-Party Systems
  • The Real-time Data Synchronization and Integration Improve Management and Control
  • Collect valuable Business Intelligence Data
  • Monitor and Measure Employee Performance with High Accuracy
  • Automatically Feed Statistical and Analytical Data to Relevant Departments/Personals
  • Comprehensive Reporting Module
  • Simpler Third-party System Integration
  • Easy to Commission, Low Operational and Maintenance Cost
  • Long Lifecycle with Ability to Scale and Evolve over the Time
  • Widely Available Hardware and Software Modules

These are some of the key benefits of a queue management system. A business can leverage queue management system to improve its various internal processes. The business intelligence data and ability to collect customer feedback further provide a highly accurate and valuable insight to the customers’ mindset and help businesses understand them more effectively. Which help businesses to keep improving their internal processes to enhance customer experience which help businesses in gaining customer trust and loyalty.

Key Benefits of a Queue Management System

Conclusion

For any business in Dubai or anywhere else in UAE the queue management system has become an essential. The UAE is a very rapidly growing economy, the markets are very vibrant, the competition is high and the customers are savvy. In such scenarios the customer satisfaction has become fairly difficult. However, businesses should realize that these days’ the customers not only evaluate a brand on the bases of their products/services but they weight experience almost equal to the quality of the products and services. That is why the queue management is used to improve customers’ experience and customer journey. The biggest challenge for any business is to reduce the customer wait time and quickly deliver the service. That is why it is crucial for businesses to have adequate understanding of the concept of queue management and crowd control. The purpose of this blog was to provide our audience and customers a brief overview of the subject. If you want to learn more or if you want us to help you with your queuing needs, 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: Queue Management System for Banks in 2022

Queue Management System for Banks in 2022

Queue Management System for Banks in 2022

Managing guests and customers at a bank branch is always challenging. Apart from other service sectors the banks have certain challenges that other businesses might not have. Here in Dubai and all around the UAE there are several banks which offer great value products for businesses and individuals. However, when it comes to services, every bank is different. That is why the customer values experience the most. The customers love to be treated like a VIP. Although offering VIP protocol to each customers is neither practical nor necessary. But a good branch experience could be a turning point for the customers. The way they got treated and the experience they had at a bank branch can influence their decision very heavily. If a customer had a bad experience then they will immediately switch to a competitor. These days it is lot easier, in fact almost every other bank is offering registration via online or from the mobile apps and then their representative will meet you at your office or home to do the formalities. That is why customer retention has become a huge challenge for customer experience management team. And dealing with long waiting lines, unhappy customers and crowded waiting areas could be a nightmare for the branch management.

Queue Management System for Banks in 2022

A queue management system is a key to digital branch transformation. The customer’s experience in the branch will impact on their relationship with the bank. The customer retention for financial institutions is a very sophisticated work. Here in Dubai and all around the UAE the market trends are slightly different from the rest of the world. The UAE as a country is a leading economy in the Middle East with a very attractive market, favorable government policies and great infrastructure for the businesses. This resulted in a huge growth in the banking sector as well. The customers here are from all around the world. The overall community is very well educated and the market is extremely competitive which leads to even higher expectations from the banks. A queue management system provides excellent customer experience and more control and visibility of the customer flow process and customer journey.A queuing system can provide a greater competitive advantage and let your bank stand out of the crowed. A bank needs a flawless customer journey, smooth customer flow, great customer experience and very comprehensive intelligence data in order to monitor and keep improving everything. Here is how a queue management system can solve all those problems:

Queue Management System Reduce Wait Time at Banks

Let us admit, no one likes to wait in the long queues or congested waiting areas. People just don’t like waiting. As much as their waiting time increases their stress level also increases. Which leads to further inconvenience for both the customer and the staff as well. Think a customer had to wait for almost 45 minutes to reach to a service counter, where a service agent had already dealt with 2 out of 5 angry customers who were also annoyed by the long waiting time, what will happen next? It is no brainer that the chances of a satisfactory experience for this customer with this server are slim to none. No matter how hard you trained your staff or how experienced they are, one can only suppress a limited emotional pressure and stress, eventually it will start reflecting on their behavior. The waiting time for banks or any other business is way too damaging than usually businesses anticipate. That is why the waiting time is considered to be the most important aspect of any customer journey. A queue management system is a great tool to reduce waiting time from somewhere 30% to even 80% in some cases.

Queue Management System Reduce Wait Time at Banks

A queue management system digitalize many steps of customer journey. It streamline customer flow with in-built features that enable banks to automate various processes and utilize resources more efficiently. This alone can reduce the burden of your staff by up to 60%. Imagine you have manual queues where people are waiting in lines, the least your staff would want to deal would be the line jumpers and disputes among the customers. In order to improve customer flow the bank will have to deploy more resources, which is also expensive. Even then if more staff members are deployed in the waiting areas, the service agents will still have to deal with a lot of irrelevant stuff. For example, there are several counters, some are dedicated for certain services, in manual queuing the chances are a few customers will always end up in wrong queues. Which will result in delay, and the agent will have to do extra efforts to adjust them in the right queue. There are tons of other things that both the customers and the staff will have to deal with if there is no proper queue management system in place.

Queue Management System Reduce Wait Time at Banks

A queue management system automates the ticket issuing process. Usually it comes with an interactive kiosk machine which dispense the tickets. The customers and visitors can be asked to choose which service they are intended to use. This prevent any confusion among the customers and also save prevent a lot of unexpected delays in customer flow. Furthermore it frees the service agent from additional work and let them focus on the service delivery instead. Which improves their efficiency and productivity and results in quicker service delivery. The quicker service delivery means less waiting time for each customer. As the queue management system is a digital system so every customer will know that their ticket numbers, the customer flow and everything is controlled by the computer, hence no one will have any complaint and no one will cause any interruption. Which significantly reduce waiting time as well. If a single customer had a complaint, it will take more time at the counter while debating with the server, hence the waiting time will add up to all of the remaining customers. A queue management system prevent all such problems and reduce the customer wait time.

Queue Management System Reduce Wait Time at Banks

Queue Management System Automates Customer Journey

For a service based business such as banks it is crucial to manage the customer flow and customer journey in a well-organized manner. There are several services that a bank can offers, some of them are pretty straight forward and some are not. There are two major classifications of the services, some services can be delivered through a single counter, and some require the customers to go to more than one counters. Such scenarios can add up to the complexity of the customer journey and it can also result in disturbances and mismanagement in the customer flow. A queue management system is a digital tool powered by a very intelligent and capable software. The queue management system comes with several customer flow management tools such as AI powered smart software engine, signs and stanchions, line dividers and barriers, floor stickers, physical signs, digital signs and much more. Which not only automates customer flow but also effectively manages customer journey without any intervention of the staff. In case of stepped services the queue management system can automatically direct customers to the right counter.

Queue Management System Automates Customer Journey

In the banking sector the customers are of different value, priority and importance. Some customers are more important and are entitled to special treatment and exclusive customer journey. A queue management system can effectively manages all those customer segments with different priority levels with 100% accuracy. Furthermore there are usually exclusive counters for such customers which are used to improve the customer journey of the priority customers without disturbing the regular customers. A queue management system can also handle all these needs with 100% accuracy. A modern queue management system is powered by AI and advance smart technologies which enables it to automatically analyze the historic and current data and on the bases of these analysis the queue management system can make decisions in real-time which further help improving the customer journey and customer experience. All this is done by the smart algorithms of the queue management system and doesn’t require any human assistance. Although the management can program a variety of flows in the back-office or administrative control panel of the queue management system software.

Queue Management System Automates Customer Journey

Queue Management System Enhances Customer Experience

Reducing customer wait time and automating customer journey in itself is a significant improvement in customer experience. However, a queue management system is capable of much more. A standard modern queue management system can offer a variety of engagement features to the bank customers which keep their interest and reduce their boredom of waiting. The most important is the usage of digital signage. A queue management system includes digital signage which run entertaining content, marketing materials or any other eye-catchy multimedia content which keeps customer busy during their waiting time and it reduces their stress as well. Furthermore these days in Dubai, UAE the audio announcements are also considered to be an industry standard now. The audio announcements comes with a very attractive tone or small ring which immediately capture customers’ attention. It announces the next ticket number and the designated counter number, which keep customer distracted from the waiting and improve their waiting experience.

Queue Management System Enhances Customer Experience

One of the most important feature of a queue management system is that it intensively gather business intelligence data and it can also perform analysis on the data in real-time. Usually these analysis are done on a server which makes the system super-efficient and eliminate any latency. On the bases of these analysis the queue management system can predict the estimated time of turn for any customer. Usually that time is printed on their ticket and it can also be displayed on the digital signage screen. The estimated time to turn might looks like a small feature but it has a huge psychological effect on the customer. The studies have revealed that our brain is programmed to fear the unknown. That is something which is embedded in our DNA. You must be thinking what does a harmless queue management system has to do with the fear of unknown. Well, it is the human psychology. No matter if it is dangerous or not if something is unknown to us it will make us uncomfortable. In case of waiting time, when the time is not known, one can only speculate, which add more to their stress and discomfort. That is why it is very important to provide estimated time to turn and it can significantly improve customer experience.

Queue Management System Enhances Customer Experience

Virtual Queuing Offers Ultimate Customer Satisfaction

The primary goal of improving customer experience is to achieve the maximum customer satisfaction. A happy and satisfied customer is most likely to spread good words about the bank and it could also attract more customers. Furthermore the loyal customers are tend to tolerate several bad experiences before they decided to switch to a competitor. The loyal customers are a great asset for a bank and they can generate a huge revenue as well. That is why it is crucial to keep your customer happy and satisfied. One of the most modern form of queuing is the virtual queuing. The virtual queue management system integrate modern technologies to further enhance the customer experience. The main aim here is to reduce the wait time and customer journey. The virtual queuing uses a variety of mobile mediums to allow the customers and visitors to sign-up remotely for virtual queues. That mean the customer can sign-up for a queue without even physically arriving at the bank.

Virtual Queuing Offers Ultimate Customer Satisfaction

The queue management system offers WhatsApp, QR code, websites, mobile applications, customer portals and a variety of other digital channels which enable a customer to sign-up without even physically arriving at the bank branch. Hence they have freedom to arrive only when their turn will come. This literally eliminates the wait time completely. There is no customer wait time at all. The virtual queuing also provide more flexibility and control to the service agents by enabling multiple communication channels between them and the customers. For example, the WhatsApp can be used for communication where the customers can also respond or ask questions to the assigned service agent. Similarly the agents can send SMS to notify the customers about any change and the virtual queue management system can also send alerts via SMS, Email, Online Customer Portal, Mobile App – Push Notifications, etc. The virtual queuing can offer a great value to customer experience.

Virtual Queuing Offers Ultimate Customer Satisfaction

Queue Management System Integration with Third-Party Systems

A queue management system can offer a variety of innovative features if it can be integrated with other existing software and systems. Usually banks have a centralized information center. The queue management system can be linked with customer database, customer relationship management tools, centralized information center, sales data, performance management system, etc. The third-party integration is not only limited to the software, in fact a modern queue management system includes an interactive self-service kiosk machine. Banks can have additional peripherals and hardware devices linked to this kiosk to further improve the customer experience and customer journey. For example, banks can link Emirates ID card reader, or a document scanner for self-service registration process or it can linked a fingerprint scanner, etc. The customer identification can help improving the service quality and it can also push customer data and required service at the agent’s computer beforehand which can significantly reduce the customer wait time. The queue management system supports all API based integrations and automatic data synchronization.

Queue Management System Integration with Third-Party Systems

Queue Management System Mobile Apps & Appoint Booking Modules

The same way a queue management system can be integrated with other software and hardware tools, it can also be integrated with a mobile app and online appointment booing module. The mobile app allow users to perform all basic queue management system related tasks as well as some additional features which make customer experience more convenient and satisfactory. For example the most widely used queue management system mobile app feature is its bank branch finder. The bank branch finder in a feature that is integrated with maps and queue management system of the bank and when a user searches for a nearest branch, it can show them all branches that are located in the searched area. That is not all, the queue management system mobile app can also display the queuing data in real-time from each branch with estimated time to turn at each nearby branch. This help the customer decide where they should go. Furthermore the appointment booking module can be integrated in the customer portal as well as the smartphone application. The appointment booking module also provide additional details about the expected traffic at the selected time and day based on the historic data and analysis.

Queue Management System Mobile Apps & Appoint Booking Modules

Queue Management System can Collect Customer Feedback Data

The customer feedback data collection is very important for customer experience management. Banks have multiple channels to collect customer feedback, these days mostly the digital channels are used as the traditional and manual feedback collection is difficult, require a lot of resources, the data collection and processing is difficult and the response rate is also low. However, the queue management system can not only collect customer feedback but it can deliver both high quality and quantity data as well. Furthermore the queue management system also facilitate the customer feedback campaigns by making them super-easy for the customers. Hence huge data can be accumulated easily. Usually banks use small touch screens, tablets or iPads to collect customer feedback data from inside the branch. Majorly this feedback is related to their experience, overall journey, the service agent, or the product they are using. The queue management system have ability to link customer profile with their feedback without asking them to enter their name, phone number, email or any other detail. For the customers, it is just one or two taps on the touch screen and their feedback is submitted. That is why the queue management system is a great tool to collect customer feedback data from customers and visitors.

Queue Management System can Collect Customer Feedback Data

Queue Management System Collects Valuable Business Intelligence and Performance Data

Modern day businesses are heavily relying on the IT (information technology). Banks and every other business collects a huge amount of data, which is processed, analyzed and then utilized in their decision making and strategy building process. This data is called business intelligence data. A queue management system can capture data from all touch points at the entire customer journey. For example, the number of customers signed-up for the queue, what services got most requests, what was the customer churn rate, individual and average wait time, individual and average service delivery time, the service agent performance and much more. The beauty of a digital solution is that such type of data collection is a very simple tasks, however, the data processing and analysis could be trickier. A queue management system collects a huge amount of data on daily bases, it automatically stores it in relevant segments or data repositories and made it available for the bank management. The queue management systems are built on a very smart and intelligent software engine which has capabilities to automatically analyze the data, derive results and then take decisions in the real time to impact the queuing process.

Queue Management System Collects Valuable Business Intelligence and Performance Data

Furthermore all that data that is collected directly from the queue management system and all other data that is collected by other systems is combined and made available for the management. This data can be accessed in the system, various types of analysis can be performed within just a few clicks, and reports can be generated. There is no chance of mistake or error in automatic data collection and processing. The queue management system can monitor and measure the employee performance with great precision. How much time a service agent spent on the counter, their complete activity record, how many customers they served with each individual service time and average performance of the day. The queue management system’ performance data can also provide information about employee performance such as which employee is good at what service? Which services take more time for them and so on. All this data can be channeled to the HR for the HR purposes as well and it can be used to initiate training and employee development programs as well.

Queue Management System Collects Valuable Business Intelligence and Performance Data

Banks can also configure the queue management system so it automatically direct the customers to the counters where the chances are they will get quicker service delivery. The business intelligence data and the performance data a queue management system collects can be automatically channeled to the relevant departments for their perusal. Management can incorporate the queue management system data in their policy making and strategy building process to efficiently utilize resources and to ensure the maximum outcome can be obtained with the limited resources. Furthermore this data can be used to highlight the areas of improvement which can be addressed to boot the customer experience.

Conclusion

A queue management system is not just a customer flow management tool for the banks, in fact it is a full-fledged bank branch transformation tool. It has ability to digitalize and automate several internal processes which not only help reducing the resources but at the same time these features can enhance the customer experience and customer journey. The queue management system can significantly reduce the customer wait time, improve churn rate, reduce employee workload, it keeps the customers engaged and happy throughout their entire journey. The queue management system can be easily integrated with other enterprise tools and bank’s internal systems to further introduce innovative features.

A queue management system is a great source of valuable business intelligence and performance data. The data quality and accuracy is exceptional. The queue management system can also be customized to match the bank’s needs and offer them a tailor-made solution which aligns completely with their internal business processes and help them improve the overall productivity, profitability and growth. RSI Concepts is a leading queue management system brand in Dubai, UAE. If you want to learn more about the subject or if you want us to help you with a completely customized or ready-made 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.

Check out this: 5 Advantages of Custom Software Development

How to Improve Queue Management at Your Restaurant?

How to Improve Queue Management at Your Restaurant?

Restaurants are always eager to improve queue management. Being a restaurant owner or manager you should know that no one like to wait in a queue when they are hungry, the hungrier customers get the more annoyed they become. Here in Dubai and all around the UAE the market is very dynamic and competitive, mostly people live in high-rise buildings and the mostly the cities are very congested. This results in so many similar businesses in a close proximity. Especially in Dubai and all around the UAE mostly a common consumer can find multiple restaurant and eating options in a close proximity. Another bigger difference between restaurant customer and a common retail customer is that the retail customer wants to leave as quickly as possible after making a purchase, however, for restaurant customers they want to sit for longer, to have a meal, to socialize and to spend time with friends or companions. That is why queue management for the restaurants is even more important. If a customer enters in a restaurants or fast food outlet or café, and they found it is fully packed, most probably they will consider going somewhere else where they can easily get a table.

How to Improve Queue Management at Your Restaurant?

Furthermore the customer experience is equally important. A restaurant owner or manager might think if people are waiting in queues to have their dinner they are successful however, that is not the case, the people who are getting bad experiences are tend to leave the business. Let say you a restaurant customer is hungry and they have to wait for at least 10 minutes, they will become annoyed and most probably they will sit with a negative mindset, in such customers are more likely to post a negative comment or opinion online, and sometimes if a customer starts with a negative interaction and at the end the food is failed to satisfy them, they might post a negative review in social media or Google or they might tell other about their bad experience, which will not only harm your brand identity but it will also repel them. This could have a very negative impact on the business in long term. It will increase customer churn rate, and it will also harm your reputation. For a restaurant whose customers are mostly from the surrounding areas, having a negative brand reputation could be catastrophic. In this blog we will tell you how you can improve your customers experience by improving your queue management.

How to Improve Queue Management at Your Restaurant?

Improve Customer’s Waiting Experience

A standard queue management system comes with a digital signage or HD TVs. These displays are used to provide queuing information and to run multimedia content. Restaurants can utilize this these large displays for multiple purposes such as they can provide estimated time for the waiting customers and they can run adverts, promotional content or even entertainment media just to keep the customers busy and distracted from the waiting. Studies have shown that more than 85% of the customers would be happy to pay extra if they are getting a good customer experience. Keeping customer engaged and entertaining them improves their waiting experience. Furthermore the restaurants can play sports, news and music channels to distract their customers. If the customers get engaged with the TV they will going to feel less stress of the waiting time. Hence their experience will improve. Restaurants can offer small eateries, appetizers, etc. to further keep customers happy and engaged.

Improve Customer’s Waiting Experience

The restaurant staff always know the habits of regular customers and over the time they also become able to estimate how much time someone will going to take hence they can tell the waiting customers how much more time they might have to wait. The problem is when the staff lied to keep the customer waiting, it is important to be truthful. First thing you are just telling them estimated time as no one can know if the customer will leave after finishing the meal or will they order some drinks or maybe tea or something. So, the customers will also understand that fact. Second thing is if a customer know how much more they will have to wait, they will remain more calm and understanding. Without any clear indication of how much time one have to wait, they easily get stressed. So, providing your customers with an estimated wait time can also improve their experience.

Improve Customer’s Waiting Experience

Queue Management System Provides SMS Alerts

Restaurant in Dubai and all across the UAE uses token systems, these tokens are physical devices which are being provided to the customers when they place an order. The restaurant staff have control to notify the customers. When their turn came, the electronic device starts beeping or ringing and alert the customers hence no customer misses their turn. The problem with these devices are that they have limited range, and usually the customer will have to physically present at the restaurant all the time. However, the queue management system have in-built SMS alert system. Which offers more freedom and convenient to the customers and allow them to roam wherever they want whether it is window shopping, or they are going to buy something, they can do so without any fear. Whenever their turn will come they will receive an SMS. A queue management system can also be programmed to send multiple SMS and reminders as well rather just a single SMS. Such features and convenience improve customer experience and increase their loyalty.

Queue Management System Provides SMS Alerts

Integrate Virtual Queuing and Pre-Orders

The virtual queuing is one of the most modern form of queue management. A virtual queue management system comes with features that allow users to sign-up for virtual queues through remote channels which means the customer or visitor is not required to be physically present in the waiting lines. However, the restaurant can utilize the features of a virtual queue management system to further facilitate their customers and to minimize the wait time. Almost all restaurants take reservations and bookings. The customer reserve their table so they don’t have to wait at the restaurant and they can get the table immediately as soon as they arrived no matter if the rest of the restaurant is full or empty. Usually people reserve tables and then arrive at their time of reservation hence they don’t have to wait. However, the virtual queue management system can enable restaurants to offer pre-order facility through the connected channels. Restaurant can utilize their website, mobile application, email, SMS and call center to take reservations and pre-orders.

Integrate Virtual Queuing and Pre-Orders

Restaurant can encourage their customers to utilize online mediums such as website and mobile application which are very convenient and also doesn’t put extra work on the employees. The restaurant can publish their entire menu on their website and mobile application and they can also update it on daily bases. This allows the customers to not only reserve a table but also order their meal. Such orders can automatically sent to the relevant staff with the time of the reservation and as soon as the customer arrives at the restaurants, they immediately get their food. The customer don’t even have to wait on the table. Another upside is that the average customer service time decreased significantly. Because usually customers can take somewhere from two to fifteen minutes to place the order and if it is a big family or a group of friend, they usually take more time to place an order. This time eventually adds up to the waiting time.

Integrate Virtual Queuing and Pre-Orders

But with the help of virtual queuing all this time can be utilized to serve other customers, this also increase productivity of the restaurant and increase their capability to serve more customers in a single day at the same number of tables. The virtual queue management systems help improving customer experience as well as it also help generating more revenue while ensuring a great ROI in long term.

Queue Management System for Walk-in-only Restaurants

Allowing your customers to reserve a table online and pre-order facility offers great user experience however, not every restaurant wants to do that. In Dubai and all around the UAE there are certain restaurants especially the fast food restaurants which always have long queues during the busy hours. For such restaurants and fast food businesses a queue management system can be a great help, by issuing tickets the restaurant can turn tables more quickly by reducing the delay between first customer and the next customer. The queue management system can keep announcing the next in line ticket number and also inform them about their table, which provide them enough time to get ready as soon as their turn came. Furthermore these restaurant can also apply first-come first-serve policy which also help next customer to quickly find their table and prevent unnecessary disputes and management issues which impact customer experience.

Queue Management System for Walk-in-only Restaurants

Queue Management System can Collect Valuable Business Intelligence Data

The modern businesses are data driven. The technology is integrated deeply in our daily lives. Not only in Dubai, UAE but all around the world the information technology has become an essential part of a business. Restaurant owners or managers know very well about their peak hours. However, sometime they face unexpected scenarios, it is because without a quantifiable data all they are doing is just making assumptions. However, a queue management system can record each and every customer and relevant statistical data. Which provide restaurant owners and managers with a very accurate and quantifiable business intelligence data. The restaurant owners and managers can easily learn various trends form this data which can help them in making strategies and plans and make them ready for all situations.

Queue Management System can Collect Valuable Business Intelligence Data

Furthermore a queue management system can easily get integrated with other business tools and systems which enables it to improve the data quality. For example, if the orders can be relate to the time and number of customers a restaurant can easily understand the ordering pattern and trends. There are so many other possibilitieswhich make queue management system a great tool for collecting valuable business intelligence data.

Conclusion

Restaurants and fast food businesses in Dubai and all around the UAE have started realizing the importance of the queue management system and its impact on customer experience. For any business the customer experience is very crucial. A bad customer experience will repel your customers and it will also harm your brand reputation. A good customer experience on the other hand can not only increase customer loyalty but it also help improving brand reputation. Here in Dubai and in fact in the entire UAE the market is very competitive. The customers always have multiple options available. On top of that now a day’s customer put experience almost equal to the service or product quality. That is why restaurants are adopting digital queue management systems. A queue management system helps reducing the customer wait time and it ensures a smooth customer flow. Furthermore a queue management system can also improve customer’s waiting experience by offering them a variety of engaging features.

Restaurants can also adopt virtual queue management system and utilize its features to increase their sales and revenue. The virtual queue management also offer remote sign-up, pre-order and multiple other features which enhance customer experience, reduce wait time and increase overall productivity. With the help of a queue management system the restaurant and fast food businesses can serve more customer in a single day which increase their sales and improve their operational capabilities. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject or want us to help you with your queuing problems, 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: Trends in custom software development in 2022