November 2020 - RSI Concepts - Top IT Solution Provider Company in Dubai, UAE

November 30, 2020

Year 2021 and Queue Management System

In this blog we will elaborate on the topic “the year 2021 and Queue Management System” along with the current competitive scenarios businesses are facing with the effects of the year 2020 on the market and customer behaviour. The main objective of this blog is to discuss the major queue management system industry trends and future forecast. This will help businesses located in Dubai, UAE and GCC to understand the queue management system market globally and regionally. As we all know that the year 2020 has totally transformed the market and customer’s preferences. In order to meet the customer satisfaction level, the businesses will have to reevaluate and revamp their strategies in all kind of service delivery industries. The current trends are not only showing promising growth in the queue management market but also indicating the importance and impact of an efficient digital customer flow management on the service industry and customer happiness.

Global Queue Management System Market Trends and Forecast 2020 to 2025

The global queue management system market trends and forecast 2020 to 2025 have been prepared from the statistical data and research report published in www.researchandmarkets.com . Research and Markets is a very reputable global market research organization. The report suggests that there will be a 6% growth in the global queue management system market till 2025. Which means a rapid growth in demand for digital queue management systems in coming years. Another market trend that will be responsible for that growth is that more business sectors are already making queue management systems mandatory for various departments. And more business sector will follow the footsteps in the coming years.

You can find the full report HERE.

Due to the current pandemic scenarios, there was strict lockdown all around the world. The governments and communities have responded very well, and now the lockdown has been lifted or eased. Standard SOPs has been formed for each and every business, to ensure the safety measures. The queue management systems are not only useful in managing customer flow but are well equipped with features to prevent crowd formation, maintain and enforce social distancing and other measures. These features will surely contribute to the high demand for queue management systems in 2021.

Post COVID-19 Landscape

As the year 2020 results are partial halt or in some cases full halt in some businesses, most of the businesses started offering their services online. Which not only helps the customers but also the businesses to stay operational. Another positive impact of this scenario was that the businesses worldwide immediately understood the effectiveness and usability of the technology and now the businesses are becoming more acceptable towards technological solutions. This will also cause a rise in demand for digital customer flow management solutions and queue management systems. Especially in Healthcare, Education, Hospitality and public sector. Even businesses are also enquiring us to have a queue management solution at their HR departments, admin blocks, and internal operations. Which is a great sign.

As 2021 will be a very competitive year and businesses will try to improve their sales, services and practices to ensure growth. The queue management systems will not only help to improve the customer satisfaction level, but they will also improve service delivery mechanisms, reduction in waiting time, more manageable and controlled environment at your branch and a lot many other benefits. The virtual or digital queuing solutions also provide a deep insight into the service centre and service delivery process. This could help the management to further improve their practices and adopt new methods and technologies to further enhance the customer experience.

Queue Management Systems in Dubai, UAE in 2021

The queue management system market in Dubai, UAE in 2021 is also expected to grow rapidly, more businesses are opting for specialized or customized queue management systems. As the UAE Government was one of the few governments who have successfully controlled the pandemic, there are standard operating protocols and procedures developed for all types of businesses and public offices. As UAE is already very acceptable towards adopting high-tech solutions, the market is always thriving with innovation and high-tech.

Another great advantage is that the queue management system market in the UAE and also in GCC is fragmented, which also ensures healthy competition and overall such markets are great for innovation and technological advancements. So there are so many vendors such as RSI Concepts, who are continuously evolving their queue management systems and solutions to meet the needs of the market. However, the worldwide growing trend in the queue management system market will also be visible in UAE, in fact, the growth of the local queue management system market will be more than any other region. Especially in Healthcare, Education, and Hospitality sector will witness rapid growth in queue management system demand.

Conclusion

The year 2021 will be the year of innovation and exponential growth in the queue management system market worldwide. Especially in Dubai, UAE where the overall market is very friendly and adoptive towards new innovation and high-tech solutions. We will witness even more growth in the queue management system market than anywhere else. As 2020 has totally transformed each and every sector of the market. The common behaviour and perception of the general public have been changed, now people are more health-conscious and the awareness of personal hygiene is far more than ever before.

Such circumstances will compel the businesses and organizations to take extra measures to ensure a better customer experience. Modern queue management system solutions are very advanced and high-tech with a lot many software and hardware accessories and capabilities to integrate with other enterprise solutions, which will help businesses to provide a unique and very convenient user experience at their branch. This will also improve service delivery and ensures a productive environment.

If you want to evaluate your current queue management system or if you want to upgrade it, then you should be able to understand the basic dynamics of the system itself and more importantly, you should take help and consultancy from a professional queue management system providers. Such as RSI Concepts, we are a leading queuing system and virtual customer flow management solution providers in Dubai, UAE having more than a decade long experience in the field with thousands of active installation. Feel free to approach us via the comment box below of our Contact Us page.

Check this out: Importance of Queue Management System in 2021 for Schools and Colleges

November 26, 2020

Importance of Queue Management System in 2021 for Schools and Colleges

The queue management systems are largely ignored by schools, colleges and other educational facilities. The administrations usually don’t pay much attention to the visitor’s flow and queue management in student-related services. Even most of the time people are complaining about the long queue and prolonged waiting time in the student enrollment area. Usually, the administration thinks that enrollment is once in a year event, but at the same time, it could be the very first impression of your school or college on the parents and students. So it is very important to have a productive and comfortable environment during that period.

As the year 2020 completely transformed our living and working practices. So, the year 2021 will be a new era with new norms and new standards. Maintaining social distancing will be an unspoken rule. Businesses all around the world will try to improve their sales by implementing latest technologies to improve customers experience, the customers’ expectations would be changed, and require more attention to minute details if you want to compete and grow in 2021. Technologies like queue management systems and digital customer flow management can help to build trust and improving customer/visitor experience. Although the queue management systems were considered to be very important for the service industry now they will become essential. Because an efficient queuing system is the only available technology that can help businesses manage the crowd effectively and implement new policies in their waiting areas. As for the schools, colleges, universities and other educational institutions having an efficient queue management system will not only ensure a cost-effective solution to manage the large crowd and customer/visitor flow but it will also help them improve their service delivery mechanisms. In the nutshell, the queue management system will be an essential part of any kind of service industry in 2021. Especially for the schools, colleges, universities and other educational institutions, the queue management system could be very helpful in managing crowds and large customers/visitors flow.

Queue Management System at Student Enrollment Office

I still remember when I was trying to get admission I have visited multiple universities and for one particular institute there was a huge crowd, no line or queues, and the staff was completely helpless to manage everyone, people were jumping the lines and all that. I thought, “If this university is unable to manage this, how would they be in managing other student affairs and academics itself.” This is how people usually think, so having a great first impression is also very important.

Queue Management System at Canteens/Food Courts

In schools and colleges the students will have to face long queues and waiting times, during their lunch breaks, especially if the canteen or hall is small then there would be large queues and crowd waiting for their turns. Most of the time students don’t report such issues, sometimes parents/teachers may complain about it if they notice the students are not taking part in games or play or any such activity during the break. It is because the students will have to stay in the queue and by the time they got their turn, there is no time left for play and other activities. So, this has to be managed properly with a proper digital queue management system.

Queue Management System at Student Affairs and Internal Offices

Students often have to visit different departments especially in colleges and universities where the students are doing a lot many things independently. Such as admission office, transport office, accounts, etc. In such places, an efficient queue management system can save a lot of time. Most of the time students take leave from their scheduled classes to sort things out in such places, and as these offices are operating independently then the students might have to skip a class just to go there and wait in a long queue, this could also impact their studies, so it is very important to have a queue management system and controlled customer/student flow in those offices.

Queue Management System at Libraries

Some large schools, colleges and universities could also face long queues at entrances, and even there could be some days when more free periods are aligned from different disciplines which could lead a crowd in the library or during the exams season. So, having an efficient queue management system is important to prevent any waste of time for the students. Usually, at book return counters, there are always large queues, because in most of the libraries the return counters are fewer. So, a queue management system can not only help the students but also the librarians and clerical staff.

Conclusion

The year 2020 has completely changed the common perception of masses. Now whenever we have to visit any public place, we first think about the interaction and social distancing, etc. That is not all, as the pandemic is also about to an end as does the year 2020. But in the year 2021, the businesses and organizations shouldn’t think that the current mindset will simply be switched off and things will be similar like they were in the year 2019. Maintaining a better customer experience with your current business practices might not be sufficient enough. The competition will also be higher, so if business and organizations want to sustain their existing customers and also want to grow in the year 2021 then they should have to adopt an out of the box approach to provide a great customer experience, what else could be more effective than an efficient queue management system at your premises. Similar also applies to the schools, colleges, universities and educational institutions. Parents and students are more concerned about their safety than ever before, everyone including me and you tries to avoid crowds and congested places, especially no one likes to stand in the long queue. Businesses should have to invest more in improving the customer experience if they want to grow in the year 2021 and queue management systems could be a great investment.

Check this out: 10 Impacts of Website Design on Digital Marketing Strategies

November 23, 2020

10 Impacts of Website Design on Digital Marketing Strategies

In this blog, we will discuss 10 impacts of a website design or digital marketing strategies. Every business wants to have a website that drives huge traffic and also encourages visitors to convert. The conversion means making a visitor click on a call to action button, whether it is a purchase button or a contact button, depends upon your business model. This is how online prospects convert to lead and later to a customer. Usually, the web designers in Dubai, UAE and the businesses too are not paying that much attention to the web design to utilize it as a powerful marketing tool, rather business is focused on advertisements, social media and other stuff. But a web design can have a huge impact on a customer’s decision making.

A web design comprises of multiple elements such as fonts, colour scheme, placements of different design elements, Call-to-Action (CTA), videos, images, and much more. When you are making a digital marketing plan for your brand, your web design should be a very important part of it. Because your web design will determine how users will interact with your brand in the online domain, and what they will perceive of your brand image from that interaction. Here are the 10 impacts of website design on digital marketing strategies:

1. Colour Scheme

Obviously, when choosing a colour scheme for a web design the website designer will have to play within the available spectrum of the colours of the logo of the brand. But changing colour on some important elements, such as changing the colour of the CTA (call-to-action) button could do wonders. For example, some companies have changed their CTA button’s colour from green to red or blue to yellow and noticed a significant change in online sales, the change could be as minor as 1.5% and as large as 20% increase. But it could also backfire, so be careful. The best approach is to always be prepared for the change, and try different things one after another. A pilot or soft launch could be a great solution to minimize such risks in your digital marketing strategy.

2. Videos and Animations

These days as the high-speed broadband and 4G, LTE, 5G are available for the general population, having videos and intensive graphics is not a big deal anymore. Especially the videos or animated presentation of whatever you are selling could increase your sales from 5% to 30%. People love to watch videos and they get bored with large textual details. Having videos for B2B have proven to be more effective than B2C. Videos are more detailed, fun to watch, less boring and can deliver a huge load of information in just a few minutes. Using videos and animations strategically can boost your online sales.

3. Visible UVP

The visible UVP or unique value proposition is a key to success for online digital marketing campaigns. Whether it is an online advert, social media posts, or your corporate website. Your unique value proposition should be visible like a floodlight in the dark night.

Why the visitor should choose your brand?
What value will your solution or product add to their lives?
How what you are offering is different than others?
How cost-effective your solution/product or service is?
What financial and operational benefits they should expect from your solution/product or service?

These questions need to be answered by your web design, and by the answer, I mean short and very effective language, not long essays and tons of boring texts. Taglines, sales pitches, or small sentences could do great.

4. Trust Symbols

Trust symbols are very important in user experience. When users will see different badges, client’s logos, partner’s logos, and stuff like that, they will get a sense of trust and they can assure your visitors that your solution/products or service will help them to fulfil their needs. Not only that you can have security badges, privacy policy, and such other symbols. Industry symbols, such as if you are in a service industry, ISO certifications, or any such thing. The main objective is to provide a trustworthy appearance so that the visitors feel safe in contacting you and can build a positive reputation of your brand in their minds.

5. Client Testimonials and Ratings

Although the client testimonials and Ratings also came under Trust Symbol category we should consider them more important than other trust signs or symbols. The client testimonials for B2B business could be a great point to gain the trust of the visitor. In case if you are in B2C than the testimonials with product/service ratings could help you a lot in getting more leads from the website. The client testimonials could support your overall digital marketing strategy too by sharing them in other communication mediums and social media platform, you can get more attention.

6. Ease of Use and Navigation

How easy to find required information is on your website will determine how much sales you will make from the website. Always put useful information at the top, don’t push your visitors to scroll long pages, navigate through deep menus to find what they need. The placement of information and the navigation of the website should be very easy for a common visitor. The navigation should be very easy and less deep, one main menu and two sub-menu are more than enough. Web designers in Dubai, UAE are also using side-menus, mouse hover effects and much more to make the information more accessible.

7. Forms and Inputs

No one wants to fill in the large forms with their personal and official information, just make it short. Don’t push them to fill-in large forms, as there are many studies conducted on the visitor’s behaviour about the contact forms, and all suggested, maximum 3, 4 fields are enough. Any more fields in the form will make it less likely to file, especially if it is a contact form or sales enquiry form, let the visitors do the minimum. In sales enquiry forms, pre-fill maximum details and let them choose via tick markers or dropdowns, and that should be it.

8. Visible Contact Details

The contact details should be very visible, your contact numbers, emails, address, maps/directions, working hours, and all those details should be easily accessible through your website. Header and footer could be a great place to provide such information. If a visitor likes something the very next thing they do is to look up for a CTA or contact details to get in touch with your business, so all those information should be easy to access from anywhere in the website.

9. Virtual Chat or Live Chat

These days another most common sighting is Virtual Chat or Live Chat module on the website. People are getting used to of it, as most of the big service providers are providing live chat facility on their website. If maintaining a live chat is hard for your business then at least an intelligent virtual chatbot could serve the purpose. You can answer frequently asked questions (FAQs) of your visitors. You can also take their contact details or share your contact details of the relevant department with them.

10. White Spaces

Unnecessary white spaces or useless gaps on the web page makes it look ugly and substandard. Your webpage canvas is a valuable space for you, do not waste it. As the wide gaps and white spaces are not advised, the superimposed or overlapping web elements also make a website design looks bad and the visitors could feel cramped and uncomfortable. Avoid such things in your web design. Put all the elements in a way that they look connected, well-spaced and aligned. Do not scatter them on a white canvas.

Conclusion

The websites are an essential part of modern digital marketing strategy. A website designs could make or ruin a user experience, hence the sales. Make your purchase cycle simplest and easiest. Think from the visitors’ point of view. The best way is to do a survey and gather feedback from your existing customers as well as form your prospects. Take care of responsiveness and cross-platform compatibility. Your website should offer the same user experience on all devices whether it is a laptop/desktop, smartphone, tablet, windows, apple iOS, MAC, whatever device your user is using to access you, should offer the same user experience. Make your website more search engine friendly, to attract more organic traffic. But one thing we should keep in mind is that no matter how we are getting visitors on our website, ultimately the website itself will be the biggest influence in the decision making of a prospect.

Check this out: 3 dimensions of Queue Management System for Hospitals

November 22, 2020May 5, 2021

3 dimensions of Queue Management System for Hospitals

Usually, in hospitals, the management has to face certain issues such as urgency, lack of data inputs, a huge number of patients and unsatisfied visitors/patients. The main issue is always with the limited resources the management have and sometimes the limited space also. Another common problem with queue management systems at hospitals is that there are certain patients who may arrive later but should be treated earlier, managing such scenarios is always difficult with ordinary queuing solutions. Apart from that usually hospital management always complaint about lack of data input or insufficient data, which also makes it more complex to make decisions regarding customer experience and customer happiness. A queue management system for hospital must resolve all such problem to improve patient journey and experience along with collecting enough data which help the management to take decisions in further improving customer satisfaction.

Here are the 3 dimensions of a queue management system for hospitals:

Queue Management System for Hospitals

The queue management system for hospitals should be operating on linear queuing majorly with an exception for the patients need urgent care or emergency treatment. All types of emergency and regular scenarios should be classified and identified in the queuing system’s agent portal clearly. Whenever a patient arrives at the hospital they the first responding staff or the counter agent should be able to assess the treatment requirements to issue appropriate token which leads the patient through the required route to get the treatment with least wait time. Linear queuing is also the best approach for the hospitals and can help effectively handling large customer flow.

All types of treatments, checkups, examinations, etc should be managed through the system with different routes, as for all of such patient the treatment is different and requires different types of staff to attend them. This will not only reduce the wait time and the overall service delivery time but it also allows the management to effectively manage high-priority queues for examples, people with emergency situations or who need immediate attention. Another important feature is to provide full and flexible control over the queue and the agent should be able to hold someone’s turn to prioritize newly arrived patient with some emergency situation.

Data Input and Data Collection Process

No matter what type of single or hybrid queuing mechanisms are being used, it is extremely important to make the data entry process simple and quick. Usually, when people visit hospitals they are in a situation of unrest and hurry. Everyone wants to get treated as quickly as possible. No one likes to stay on counters/receptions for long to fill in the forms, or for data entry, etc. The queue management system should be able to integrate with the existing ERPs or any other system that is running there.

When a patient or visitor reach to a counter, the system should be able to get their details from the Emirates ID Card or Insurance Card to save time, all the data should be linked to a centralized information centre to immediately identify the patient. This also helps the system to propagate relevant information to the relevant departments to avoid any delay in repeated data entry at any other department or area when the patient visits there. The queue management system should be able to collect data of the patients along with the relevant visit details which should be linked to the digital patient history, in short, a single sign-in should allow the staff and doctors to get all the relevant information they need, without repeated signing-in on different departments or phases.

Customer Happiness Meter

A customer happiness meter is a very useful tool for a queue management system for hospitals. The customer happiness meter should be linked with the queue details and shouldn’t require any input from the customer/patient to give their feedback. The system should be able to automatically link the happiness meter data with the queue management system data to identify which patient gave the feedback. Such indicators are very helpful in identifying the issues with the system and the process itself. Staff efficiency and behaviour can also be monitored through such indicators.

The happiness meter data should be organized and presented in comprehensive and short reports along with other user data and stats. The happiness meter stats will help management to understand the efficiency of the overall staff and the service delivery process with deep insight and a better understanding of the issues. Later the staff or the customer care department can contact the patients/customers with negative feedback to further assess the cause of their negative feedback. These steps could be very helpful for the management to take decisions to improve their service delivery process.

Conclusion

The queue management system for hospitals is not an ordinary queuing system. The overall dynamics of customer flow is totally different than any other industry. In hospitals, the patients are usually in some kind of problem and they are not fully calm. So, they don’t behave naturally, everyone wants to get treated as early as possible. As per researches, the waiting time in hospitals felt even more due to the environment, stress and other factors. Apart from that, there are certain patients who might come later but they require treatment earlier, so the queue management system should be able to handle such situations as well. Another big problem is with the sign-up process, which usually requires some time and the visitors/patients also feel uncomfortable during that time. So, the queue management system should be able to link with the central data centre to be able to pull up all the relevant records and history for the patient by only a single sign-in such as Emirates ID or Insurance Card, etc. This could save a lot of time. The queue management system for hospitals should also collect customer feedback on multiple stages of service delivery, which can later be utilized to take vital decisions for improving the customer journey and customer experience.

Check this out: Zayed University Acquired RSI Queue Management System and Customer Feedback System

November 12, 2020May 5, 2021

Zayed University Acquired RSI Queue Management System and Customer Feedback System

Zayed University Abu Dhabi campus has acquired RSI Queue Management System and Customer Feedback System. The systems are integrated with the student portal for identification. Zayed University is one of the three higher educational institutions sponsored by the Government of the United Arab Emirates. Zayed University is contributing in providing a constant stream of professionals in a variety of fields who are contributing in the progress of the nation. The university is not only acknowledged on a national level but has gained a great reputation all across the GCC. Zayed University is known for its innovative methods and technological advancements in the academia of GCC.

RSI Concepts has been approached to propose a sophisticated queue management system solution with the objective to make the service delivery easier and quicker than ever before. A customer feedback system was also part of the project. Both the systems are designed to link with the university’s internal information centre to automatically verify the identification of the students/users. A wide range on interactive services is provided through the dedicatedly designed interactive self-service kiosk machines. Both the queue management system and the customer feedback system are installed in the Student Enrollment department in Abu Dhabi campus.

The system also features an online appointment module related to the appointment for the Student Enrollment department. Students, faculty or staff can initiate a query or sign-up for the queue remotely. Once their turn comes, the system automatically generates a notification in advance to notify them about the time and the counter they will be served. The customer feedback system allows them to provide feedback about their experience in service delivery and they can also give feedback about the server/agents.

The students or any visitor can also sign-up from the self-service interactive kiosk at the department. The kiosk can verify the identification through the Emirates ID Card and will automatically update the system with the relevant data. The main objective is to automate most of the service to reduce the overall service delivery time. Another advantage is that the students won’t have to wait in long queues during their classes and can get the service delivered in the shortest possible time period. The statistical and usage data from the queue management system and the customer feedback system is collected and processed in our powerful software engine which can be viewed in comprehensive reports for download and later use.

Here are the remarks of our Product Manager, Mr Shehzad Asghar:

“This project is a fine example of our technological innovation and experience in the field. The overall performance of the system is more than satisfactory. The customer’s experience has been improved drastically and the wait time has been reduced significantly. It was a great experience working with the Zayed University teams.”

Such great experiences always help us with improving our products and services. Our Queue Management System and the Customer Feedback System are the products of constant improvement and fine-tuning which we have gained over the past decade. We always try to provide futuristic solutions to our customers to keep them ahead of their competition with a great return over their investments rates. We will look forward to more future collaboration with Zayed University.

Check this out: Abu Dhabi University Acquired RSI Concepts QMS and Feedback System

November 10, 2020November 10, 2020

Abu Dhabi University Acquired RSI Concepts QMS and Feedback System

Abu Dhabi University has acquired the Queue Management System (QMS) and Customer Feedback System from RSI Concepts. Abu Dhabi University is one of the largest private university in the UAE and currently accelerating on the route to become not only the largest institution in UAE but all across the GCC. The most recent achievement is the opening of a new campus in the heart of the Emirates of Al Ain. The campus is purposely-built to facilitate thousands of student for a variety of undergraduate and postgraduate programs. The campus was built in accordance with the Islamic and Cultural norms of the region by providing separate spaces for male and female students. Not only that the campus is well equipped with international level laboratories, gyms, aerobic studios and cafeterias, etc.

The objective was to have a high-tech smart feedback and queue management system. RSI Concepts’ have mastered in the same niche by countless implementations of the system not only in UAE but all across the GCC. Our Queue Management System is built on state of the art smart processing engine and artificial intelligence (AI) based powerful software. The statistical and analytical engine is built on advance algorithms to process and analyze the inputs of the system. This helps management get a deeper understanding and insight of the system usage. Which is vital for the management to take decisions in order to improve the customer experience.

The system consists of Kiosk Machines, Smart TVs/Digital Signage, Counter Plates and Feedback units to collect customer feedback in real-time. The system is built on a centralized information centre which helps data management and integration easier and more effective. Our queue management system is integrated with the university’s student identification and verification system as well. The student identification can be done by both the Emirates ID and the Student ID cards as well. The system maintains logs for all the signups and stores the customer feedback in the database. The feedback system is built in full compliance with the NPS standards for customer satisfaction measurements.

The QMS or queue management system facilitates the students and the visitors by providing the facility of the SMS and smartphone mobile applications for both Android OS and Apple iOS platform. The smartphone applications allow the users to issue tokens, get notifications via push notifications and the users can also submit feedback from their smartphone applications. The advantage of our Queue Management System and Customer Feedback System is its user-friendly back-office and reporting module. Along with easy operation with less IT resources and automation facility.

Here are the remarks of our Product Manager, Mr Shehzad Asghar:

“It was a great experience working with the professional team from Abu Dhabi University. The main thing is this project was the requirement gathering. Each and Every minute details were taken into account and was thought over many times to come up with the final idea to achieve the objectives of the queue management system and the customer feedback system. The Abu Dhabi University management is pleased to see the results of the system which not only met their requirements but is also providing additional value to the system’s operational capabilities.”

At RSI Concepts we not just provide ‘a solution’ for our customers but we strive to provide them with the best possible solution which not only meets their requirements but also add value to the overall system utility. This is the reason over the past decade RSI Concepts have proven to be one of the leading Queue Management System and Customer Feedback System providers in the UAE.

Check this out: Tailor Made Queue Management System Dubai, UAE

November 8, 2020

Tailor Made Queue Management System Dubai, UAE

Most of the businesses and organizations are seeking a tailor-made queue management system solution in Dubai, UAE. The main reason is the customizations of the system as per their specific needs, and integration with other systems. Another reason for businesses seeking a tailor-made QMS solution rather than any ready-made queuing solution is the return over their investments, which are far better than a standard rigid QMS Solution. As the customized queuing solutions are being designed specifically to meet certain needs of the customers, they feel more comfortable working at a tailor-made queue management system with only whatever features they need. No more extra fancy stuff in the control panel which could be confusing for the management as well as for the servers and agents. No more bill for the hardware and software modules that you will never go to use. The overall simplicity and cost-effectiveness are the key features of any tailor-made queue management system.

Tailor-Made Queue Management System VS Ready-made Queue Management System

Here are a short comparison of the tailor-made and standard QMS solutions:[Note: Infographics with icons will look better if you have time]

Tailor-Made Queue Management System	Ready-made Queue Management System
Cost-effective	Standard Price Plans
Very personalized solution	General Purpose Solution
Simple Control Console	Complex Control Console
Customized Hardware Design	Standard Hardware Design
Totally in-line with your specific need	Mayor may not be in-line with your specific needs

The basic idea of going for a customized or tailor-made queue management system is to achieve the maximum output with minimum expense. As every business has its very own organizational structure and standards, which should resonate with all of their services and products. In simple words, every business has a unique brand identity, thus requires a QMS solution which completely synchronizes with their culture, structure and business models. These days the queuing systems are not only limited to customer flow but they can heavily impact your brand identity and brand image, so your queue management system should be custom designed to work in harmony with your business model, culture and brand identity to achieve better customer experiences and customer satisfaction.

Best Queue Management System Types

Here are some of the standard queue management system types with their different features and utilities. These queuing systems are developed on the bases of requirements, services and sub-set of services, physical infrastructure, business models and expected customers/visitors quantity.

Linear Queuing
Mobile Compatible Virtual Queue Management System
Online Appointment/Reservation Enabled QMS
Managed/Un-Managed Traditional Queuing
Self-servicing Queue Management Systems
VIP Queuing Management System (Mostly included in other types as a dedicated module)

These are general classifications of queue management systems. But we can also classify them on the bases of industry, such as, for hospitals, banks, airports, HR Department, customer service centres, retail sector, etc. As all of the industries have their own slightly different service delivery and business models so the queue management systems can also be classified by their application and industry. There are so many classifications that lie in between the above-mentioned types and their sub-sets, but in general, these are the major types of queue management systems.

Basic System Components of a Queue Management System

Although there are so many software and hardware features that can be added but in general here are the basic system components of a queue management system:

Queue Management Server/Software Application
Ticket Dispensing Unit (kiosks, Floor Stands, Wall Mounts, etc)
Digital Signage or Customer Routing Display Units
Routing Signs and Digital Signs
Counter Name Plates, LED/LCD Displays
Audio Announcement Sound System

Above all are the basic components required to build any standard type of a queue management system. There are so many other software and hardware accessories that can be added in the queuing system to provide more operational strength. It also depends upon the application, each industry has their different business model hence the basic requirements are also different. But overall the system ingredients will remain the same as the above.

Conclusion

As the tailor-made queue management systems are proven to be superior to implementing a general-purpose queuing solution. So, before opting for any type of queue management solution you must consider basic classifications, system components and your objectives in mind before making the decision of opting for a tailor-made or a ready-made QMS solution. As per various studies and customer’s reviews, we have concluded that a tailor-made queue management system can always provide more operational strength with less cost and more reliability. An efficient queue management system not only helps organizations improve the customer experience and customer journey but it also helps them increasing sales and establishing their brand identity more effectively.

Check this out: Important Hardware Components of a Queue Management System

November 8, 2020

Important Hardware Components of a Queue Management System

In this blog, we will discuss the important hardware components of a queue management system which are required to manage the customer flow effectively and efficiently to improve the customer journey. There are so many hardware components that can be added to a queue management system as accessories or add-ons to maximize efficiency. It also depends upon the requirements of the client and the nature of the operations they are performing at their branch/office. The queue management system is essential in building up your business reputation, keeping the visitors/customers happy and reducing the workload of the staff and agents to keep them in high spirits. Overall these all factors contribute to your business’s success.

Before I step into describing the various hardware component I would also like to give a short introduction of the types or classifications of the queue management.

Fundamental Types and Classifications of the Queue Management

These classifications define the services and the overall operation. On the bases of that we determine which hardware components should be included in a particular queue management system solution:

Single Phase Single Channel

Single Phase Single Channel means there is only one agent/counter who will deliver the full service to a single visitor/customer.

Multi-Phase Single Channel

Multi-Phase Single Channel means there are multiple agents/counters to complete a single service and the visitor/customer will have to go through multiple counters for full-service delivery.

Single Phase Multi-Channel

Single Phase Multi-Channel business model means that there are multiple counter/agents for a single service and the customer can be sent to any counter for the full-service delivery.

Multi-Phase Multi-Channel

Multi-Phase Multi-Channel business model means that a full-service delivery requires to visit multiple counters and there are multiple counters/agents for each part of the service hence the customer will have to go through multiple counters for the full-service delivery. And for each service part, there are multiple servers available, the customer can be routed to any of the counters at the respective stage of the service delivery.

Important Hardware Selection and Configurations of QMS

Now that we got a basic idea of how the queuing system works and how should we choose the hardware for a required business model. Let us discuss a few additional details that might further clarify the customer flow operation:

The population of the customers
- Limited: It means a limited number of expected visitors/customers, such as Psychiatrists clinic, boarding counters at the airport, etc
- Unlimited: It means an unlimited number of the customers/visitors are expected, such as Banks, Sales Counters, Customers Support and Services Offices, etc
Method of Arrival
- Individual Arrival: Most of the businesses are operating on individual arrival model
- Group Arrival: Only certain businesses or service centres adopt this model, such as HR departments, immigration services, etc
Service Mechanism
- Number of Counters: How many agents/counters do you have?
- Service Types: Do all the counters/agents serve the same service or different services?
- Number of Queues: Is there a single queue for all the counters/agents? Or separate queues for separate counters/agents?

Here are the basic hardware configurations for the above-mentioned queue management system setups:

Ticket Dispensing Units

This is the very first interaction of the visitor/customer with your branch or service centre. The visitor/customer will get a ticket as per their required service and will be issued a queue number. There are multiple ticket dispensing units types that are very popular in Dubai, UAE. Such as:

Kiosk Machine

A kiosk machine is the most popular ticket dispensing option all across the world. The kiosk machines with reasonably large and bright touch screens provide a good interactive experience. Very helpful in sign-ups with service lists, instructions and relevant information on the screen. Thermal printers are widely used to dispense the tickets.

Table Top Ticket Dispenser

Table Top Ticket Dispensers are more useful at the receptions and in such setups where the staff will generate the ticket or do the sign-up for the visitor/customer. Large touch screen with easy-access and small form factor can easily blend-in the surroundings and looks great on counters and receptions.

Wall Mount Ticket Dispenser

Wall mount ticket dispenser is built on a very compact form factor device and is very suitable for the situations when we have limited space.

Routing Display Units

The display units have to be placed on strategic locations so that each and every visitor/customer present in the waiting area should be able to view them. The routing display units are being used to display the current serving tickets, next tickets, and other relevant information.

Counter Plates and Signs

These counter plates and signs are used on the counters to direct customers and visitors to their counter/agent. There is multiple hardware which can be used for this purpose such as:

Counter Plates: These are ordinary nameplates with counter numbers or names on them
LED Screens: LED Dot Matrix Screens are dynamic LED displays to display the counter number or name, they can be controlled from the queue management system server
LCD Screens: These are fully coloured small-sized screens to display the counter number and name, or any other information can be displayed as well form the QMS server

Sound System and Audio Announcements

The sound system and audio accouchements are very important, as some of the visitors/customers don’t pay attention to the routing display units, instead, they could be engaged in their smartphones, or conversations or anything, so the audio announcements could be very helpful. Multilingual announcements are even more effective.

Digital Signage and Large Displays

The digital signage and large displays are very helpful in keeping the visitor/customer engaged. Businesses can play promotional content, marketing content or any adverts on the large screens as well as the queuing information which not only reduce the stress of waiting but it also helps the customers/visitors to stay focused on the queue calling.

Virtual Queuing

Virtual queuing is a modern technology introduced to queue management systems. This enables visitors/customers to sign-up remotely via emails, calls, smartphone application, QR Codes, etc. This not only reduces the wait time to a significant level but also provides relevant real-time information to the customers/visitors. QR Codes can be generated and provided on convenient locations so that the customers can access them to do the sign-ups.

Physical Queue Management

The physical queue management is more effective in large places and for a very large number of visitors/customers such as cinema, airports, mass transit stations, etc. Here are some physical accessories that can be added along with the queue management system:

Stanchions or Belt Barriers

Stanchions or Belt Barriers are easy to manage and can be placed and removed quickly. They allow the branch management and staff to manage and route the queue more effectively. The stanchions are also very helpful in managing a large crowd in comparatively smaller spaces. This also eliminates the possibility of queue-jumping and line-cutting in large crowds.

Physical and Digital Signs

Physical and Digital Signs are used to route customers/visitors effectively in large spaces. Especially in multi-place facilities when a service can be delivered through multiple counters and all of those counters are located in different areas. The physical and digital signs are very helpful in displaying the ticket information and/or directions in lobbies, escalators, etc. A combination of digital signs with dynamic information and static of physical signs can help to manage the customer flow with ease and efficiency.

Human/Agent Management

In human/agent management setup the businesses provide a dedicated staff member or agent to a single visitor/customer so that the agent can take the customer through the whole journey and make it more convenient and stress-free for them. Obviously, this is a very costly queue management solution so most of the organizations and businesses are using this along with all above-mentioned hardware for their selected/premium customers/visitors only. The staff agent can perform all the task with the following devices:

Portable computers
Apple iPad or Android Tablets
Portable QR Code Readers and Scanners
Portable Ticket Dispensers and Printers

Any of the above or a combination of the above hardware can be provided in the queue management system to enhance the customer experience in human/agent management setup. Furthermore, a few other portable devices can also be added which should be carried by the agent/staff to ensure utmost customer satisfaction at the branch.

Read also: Paperless Queue Management System

Queue Management System Software

No queue management system can provide the desired results without a well-crafted software and control console. Although the software is not part of the topic still I want to emphasise on its importance. Here are some of the important modules a queue management system should have in order to provide the highest performance and best returns over your investments:

Customizable Administrative Control
Data Collection and Synchronization
Real-time updates and stats
Centralized information centre
Remote access and management
Key Performance Indicators (KPIs)
Multilingual Compatibility
Comprehensive Reporting Module
Powerful Statistical and Analytical Engine
Integration with third-party software and applications
Smartphone Applications
Customer Feedback Collection

The above-mentioned features are very critical if you want to achieve maximum operational efficiency of any queue management system setup. Though some of them might not be relevant to some of the configurations of the QMS setups I have mentioned above such as the smartphone applications and the customer feedback modules but rest of all are mandatory for any queue management system setup.

Conclusion

Before opting for any queue management system the businesses, consultant and the vendor should have to identify the requirements with 100% clarity. Then the hardware ingredients should be chosen with great care as per the queue management model. The hardware component’s installation and other dependencies are there so repeatedly revamping the system could increase the cost as well as it could cause interruptions in the operations. The system components should be selected on the basis of the service type, service delivery mechanisms and the physical location. The hardware of a Queue Management System is a very important part but the QMS software should also be able to work in hormone with the hardware to achieve the desired results.

The queue management system is not only essential to handle large crowds or for customer flow management but it can heavily impact the general perception of your visitors/customers and can make or ruin your brand identity. It is always wise to contact an experienced consultant like RSI Concepts, the best queue management system providers in Dubai, UAE and GCC. But a basic knowledge of the system is also mandatory for the businesses and the organization who are looking for a new queue management system solution.

Check this out: 5 Features of Queue Management System

November 7, 2020November 7, 2020

5 Features of Queue Management System

The technology has drastically improved our lifestyle as well as the businesses and enterprises over the past two decades. The queue management systems are not anything new to the market but as the technological advancements have completely changed the landscape of the queue management system market, there have to be certain changes which became necessary in order to maintain a balance. In this blog, we will discuss 5 features of a queue management system which will not cost you much but in return, such features can provide priceless value to the system and they can make a big difference in the overall effectiveness of a queue management system.

1. Customization Capabilities and Control Console

The customization capabilities and control console are very important for the effective management of the queue management system. Because this is where the business’s management will interact with the system and will collect valuable statistical data. Thus the control console should be able to allow a certain level of customization in the operation of the queue management system’s overall operations. The control console should also be able to allow the management to automate various steps and processes to manage the customer flow effectively this also reduces the workload of the staff and the agents and let them focus more on the service delivery.

2. Personalized Visit Details

Personalized visit details data could really make a difference if used wisely by the communication department. There are only a very few organizations who have implemented it in Dubai, UAE. Most of the time businesses and organizations do not care much about collecting personalized visit details data or linking it with their queue management system. The personalized customer visit details such as a number of visits, preferred timings to visit, services availed, service delivery time, customer feedback and much more could help the communication department to further improve customer experience.

3. Reporting and Data Export Modules

Modern days digital queue management systems are not only used for managing the customer flow. But these systems can provide a valuable data insight which can be utilized to improve customer flow as well as the customer experience and satisfaction. The export facility is also important, standard reports, customized reports and the system data should be available to export in easy to use digital formats. The summary and management reports could help management in the decision-making process. So the reporting and data export modules should be designed with extreme care.

4. Integration and APIs Compatibility

Most of the time the organizations and businesses require to integrate the usage data, statistical data and the reports of their queue management system with their existing enterprise solution or ERP. Which is why the integration and APIs compatibility for a queue management system is very important so that the system can easily be synchronized with the main information centre. The synchronization can work in both ways, for the queue management system the sign-up, logins and personalized details of the visitors can be validated through the main data bank of the organization. On the other hand, the queue management system data such as reports, usage stats and other data should be linked with the main information centre as well.

5. Virtual Queuing Modules

The virtual queuing is gaining a lot of popularity in Dubai, UAE and all across the world. It provides so many useful facilities for the customers and it is also helpful for the management. The virtual queuing includes remote sign-ups, smartphone compatibility, QR code logins, e-tokens, notifications, and much more. This also enables customers to choose the time of their convenience. With real-time status updates and other relevant information, the customer feels more connected and can have a more personalized experience. Moreover, customer feedback can also be connected through multiple platforms to help the management in the collection of user feedback data.

Read also: Paperless Queue Management System

Conclusion

Queue Management Systems these days are not only handling the customer flow but they are also providing deep insight of the customer’s and agent’s behaviour, the effectiveness of the service, useful reports and analytical data which can help the management in decision making and much more. In this article we have discussed top 5 features a queue management system must have these days, the objective was to set a minimum standard for a modern queue management system.

The technology is evolving on a very rapid pace, more and more system integrations and the concept of ‘one solution for all’ is gaining popularity due to its effectiveness, reliability, and simplicity. The smartphones are providing convenience and comfort in almost all industries. The general population is relying on smartphones for literally everything, this is the reason more smartphone-based solutions are introduced on daily bases in the service industry. A modern queue management system should be able to work in synchronization with other technologies and general trends. Because what customers and visitors are doing or seeing on daily bases they automatically expect similar kind of solutions and familiarity when they are visiting any branch or office to avail any service.

Check this out: Rental of Queue Management System for upcoming Sharjah Book Fair 2020

November 4, 2020November 4, 2020

Rental of Queue Management System for upcoming Sharjah Book Fair 2020

Sharjah Book Authority has acquired RSI Queue Management System on rental basis for their November 2020 Sharjah Book Fair event in Expo Center. Sharjah Book Authority is hosting one of the largest book fair festivals in the entire region at Sharjah Expo Center from 4^th of November to 14^th of November, 2020. The Sharjah Book Fair is the largest book fair in the region and is also considered among the largest book fairs in the world. The event attracts around 2.5 Million visitors, more than 200 exhibitors from around 80 countries. Moreover exhibiting 20 Million books for all sort of niche and groups, this can be considered an oasis of knowledge. The Sharjah Book Fair was established in 1982 by the hands of His Highness Sheikh Dr Sultan Bin Mohammed Al Qasimi himself.

Managing such a huge establishment and providing all sort of facilities to visitors, publishers, exhibitors and the writers is not an easy task. But the Sharjah Book Authority proved to maintain a reputation throughout the past decades. The management is striving to improve the visitor’s experience and provide them with all sort of facilities not only that they are also providing facilities for the publishers, writers and exhibitors as well.

During the Sharjah Book Fair exhibition, the team moved to the Sharjah Expo Center and set up a full-fledged office set up inside the premises to provide all sort of services and facilities in the Expo centre itself. Which is why RSI have been contacted to provide a rental Queue Management System for their public office to serve a large number of expected visitors and customers. The Sharjah Book Authority is heavily investing resources and finance to improve their customers and visitors experience. This is the reason RSI have been requested to install our queue management system in the Sharjah Expo Center.

The main objective of the RSI Queue Management System is to allow the management to effectively manage the customer flow and improve customer journey with less waiting time and easy service delivery. The QMS comprises a powerful smart software engine with hardware accessories such as Kiosks, Digital Signage, Announcements System and much more. The software has built-in analytical and statistical data collection tools with a comprehensive reporting module. Which not only enables the management to gather data about the system usage but also let them determine their performance and customer happiness through various KPIs and statistical analyses.

Here are the remarks of our Product Manager, Mr Shehzad Asghar:

“Indeed it was a proud moment to provide services for one of the world’s largest Book Fair. The Sharjah Book Authority and the Sharjah Book Fair management is very cooperative and professional working with strict policies and standards. We are also very thankful to the Sharjah Expo Center for their cooperation and support.”

As a very huge number of visitor is expected during the event so in order to provide the instant technical support, we have assigned a full-time engineer who will be appointed at the Sharjah Expo Center and will be available to support the staff from the Sharjah Book Fair and Sharjah Book Authority all the time during the event.

Here are the remarks of our Engineer, Mr Bilal Sheikh:

“At RSI Concepts we always strive to improve the quality of our products and services. We are always ready to go the extra mile in order to support and help our customers. I will oversee the whole operation on-site and will remain there all the time to provide instant support to ensure a smooth operation and continuous delivery of the services.”

At RSI Concepts we always prioritize our customers and provide them exceptional support. This is another reason for our positive reputation and distinguished brand identity in the market. Such milestones have had a profound effect on our journey throughout.

Check this out: Sharjah Library acquired Customer Feedback and Survey System from RSI Concepts