Queue Management System is a very important tool to manage customer experience and customer journey. In Dubai and all around the UAE the markets are very competitive, the customers are very conscious and demanding, if a business fails to satisfy their customers, they will immediately switch to a competitor. That is why the customer experience and customer journey is extremely important. The happy and satisfied customers are more loyal and likely to remain with the business for a long period of time. Such customers not only give repeated business but are also helpful in promoting positive brand identity and brand reputation. Brand reputation is a key to sustainability and growth. That is why businesses all around the world are investing heavily in solutions and systems to improve customer happiness by providing them a convenient customer journey and managing their experience with the help of various tools. The queue management system is the most powerful and most effective tool to improve customer happiness and customer experience.
Almost every business located in Dubai or any other part of the UAE that deals with customers on regular basis at their offices and branches should have a queue management system or a queuing solution. The queue management system automates various steps, streamlines customer flow, reduces wait time, improves employee performance, and provides a smooth customer experience. There are so many different queue management system vendors and suppliers working in Dubai, UAE. All of them are offering various different queuing solutions. This makes it a bit confusing for the clients, who are seeking a queue management system. There are several queuing solutions on the basis of features, functionality, and application, some of which are general purpose and some are purpose-made only for certain industries or applications. This is why we are writing this blog to help our customers and audiences easily choose the best solution for them. There are two major types of queue management systems on the basis of hardware, wired, and wireless queuing solutions.
Wired Queue Management System
The wired queue management system is the oldest form of a queuing solution. There are several applications of a wired queue management system. As the name suggests, the entire system and its all components are connected with wires. Earlier the queue systems were used only for managing queues. Nowadays a queue management system has transformed into a very powerful customer satisfaction management tool. Business can not only manage their queues but they can implement various company policies using a queue management system. Businesses can easily improve their methods and practices, automation and connectivity enable innovative solutions that provide a great competitive edge.
Wired Queue Management System Components
A basic wired queue management system consists of the following components:
- Ticket Dispensing Machine or Interactive Kiosk
- Digital Signage for Ticketing Information
- Announcement System (Audio + Visual)
- Counter Plates or Counter Screens
- Cabling and Network Devices
- Optional Accessories (Stanchions, Fixed Signs, Markers, etc.)
- Server-Side Software Application (Administrative Dashboard)
- Agent Terminal
These are the basic components of a wired queue management system. The software has to be hosted on a server, either online or offline. Mostly in Dubai and other parts of UAE businesses prefer to host the application on a local server.
Wired Queue Management System Customer Journey
The first interaction of a customer is with the ticket dispensing machine, where they can press a push-button or soft-touch button to print their ticket number. These days, mostly an interactive kiosk is used instead of a ticket dispensing machine. The kiosk comes with a medium-size touch screen that shows other important information too. The kiosk can also be configured with additional hardware accessories to further improve customer experience and customer journey.
The digital signage is placed in the waiting area, showing live feeds of queuing information and some multimedia content. The visual announcements are made on the same signage screens. The audio announcements are done through a connected set of audio systems. The audio announcements are usually multilingual. In the case of digital counter plates or counter displays, the ticket number is also displayed there to help customers in finding their counter.
Wired Queue Management System Applications
The wired queue management systems are suitable for almost all sorts of applications. However, for certain applications and scenarios the wired queue management system is the only choice. For example, in hospitals, where the wireless signal can interfere with medical devices and machinery. Or such facilities where wireless is not available. Or In such scenarios where there are too many wireless users such as malls, food courts, etc. where shared WiFi is used. In places such as airports, government departments, banks, etc. where security is a huge concern, we always recommend wired queue management systems.
Wireless Queue Management System
The main reason for using a wireless queue management system is that it is easy to install and it is very cost-effective. It is very important to understand what your objectives with the queue management system are and what else you could do with it in the future? A queuing solution is a long-term investment and these systems are based on a very flexible technology that can easily be upgraded and improved. So, keep those things in mind too. Another big advantage of the wireless queue management system is that it is can be online or cloud-based. The software is designed in a way to uses minimum hardware and it may also allow the clients to use their existing hardware too, for example, tablets, iPads, or even smartphone applications can be built for the end-users (customers and visitors). The wireless queue management system is very cost-effective and it comes with modernized solutions and features that can be further customized easily over time to improve system efficiency.
Wireless Queue Management System Components
The wireless queue management system doesn’t have a long list of system components, although the process and operation are the same, the objectives and goals are the same, however, most of the hardware components can be replaced with software or businesses can repurpose their existing hardware, such as computers, tablets, etc. On top of that, all the hardware devices and various dashboards don’t require to connect via network lines or don’t have to be on the same local area network. This also enables businesses to move the components around with ease and comfort without bearing any additional cost so the businesses can easily rearrange various connected hardware or simply they can relocate them to a different area or even branch too. Here are some basic components of a wireless queue management system:
- Sign-up Mechanism
- Ticket Dispensing Kiosk
OR
- Virtual Sign-in (QR Code, Smartphone Apps, Call, Email, SMS, Online Appointment, etc.)
- Digital Signage for Ticketing Information
- Announcement System (Audio + Visual)
- Counter Plates or Counter Screens
- Online Administrative Dashboard
- Online Agent Terminal
- Optional Accessories (Stanchions, Fixed Signs, Markers, etc.)
These are the basic components of a wireless queue management system. In Dubai and all across the UAE business usually prefer online hosting or a cloud-based solution for the queue management system software. All the hardware devices are linked to that system via the internet, hence no need for cabling and network. This also reduces the cost and makes operation and maintenance easier. The online feature provides flexibility and convenience for both the management and the customers and visitors. Respective terminals, dashboards, and interfaces can be accessed online from any computer, tablet, or even smartphone.
Wireless Queue Management System Customer Journey
The wireless queue management system offers an even better customer journey and it also allows businesses to easily rearrange the hardware to further improve the customer journey. The facility to be able to sign-in wirelessly allows the customers and visitors to sign-up for the queues even before arriving at the branch. This significantly reduces the wait time, in fact, in some cases, the wait time can literally reduce to none. This improves the customer journey and customer experience. The customer journey starts with a sign-in process like any other traditional queue management system. Then the customers can be provided with live feeds and announcements on the digital signage placed inside the premises or either on their mobile devices or computers via customer portals or smartphone applications. The customer call is also done through all the above-mentioned mediums along with notifications in the smartphone, SMS alerts, and audio announcements inside the branch.
The customer portals, smartphone applications, and online appointment booking systems are designed to improve customer experience and customer journey. The customers can be provided with additional information to improve customer engagements and to make their waiting experience more pleasant. The customers can arrive at the counter when their ticket is called or when they got the alert or notification and then they can avail the service instantaneously. Later on, the customers can also be contacted to submit their feedback and share their suggestions via digital mediums. The wireless queue management system is also equally capable of capturing all the statistical data and business intelligence to further help businesses in improving their future strategies and policies.
Wireless Queue Management System Applications
The wireless queue management system can be used at any place where the traditional wired queue management system can be used. Although there are very few limitations, such as places and scenarios where the wireless connection is not possible or especially in hospitals and clinics where wireless signals can interfere with the medical equipment and life-saving machinery. Considering the usability, flexibility, and low cost, the wireless queue management systems are a much better choice than a wired queue management system in a regular customer support and service scenario.
The wireless queue management systems are ideal for businesses who want to upgrade, relocate, or temporarily installing a queue management system. Here in Dubai and other emirates of UAE certain businesses often require to set up temporary offices in remote locations, or have to set up off-campus offices for a temporary time period, mostly the events, fairs, and temporary offices at project sites, etc. for such requirements businesses prefer to acquire a queue management system on rental bases. For such scenarios a wireless queue management system is ideal. It is very cost-effective, the setup and relocation cost is very low, as all the devices are wireless, moving them to new locations is very easy. The businesses can use their in-stock hardware and once used they can easily decommission it. Or else the hardware used with the wireless queue management system can be stored in the storage until the next requirement. Either way, it is very cost-effective.
Conclusion
A queue management system is a basic necessity to be able to improve and manage the customer experience and customer journey. The modern-day queue management systems not only allow the businesses to improve their customer journey and branch efficiency but also provide valuable business intelligence which can further be utilized to improve business practices and products & services. There are several different types of queuing solutions available in the market in Dubai, UAE. The two major classifications are wired and wireless queue management systems. The wired queue management system is the traditional form of queuing solution, however, these days the wireless queue management systems are also gaining traction. Both are equally useful, in some cases, the wired queue management is the only choice, and in some cases, the wireless queue management system is the best option. The purpose of this blog was to give our audience and customers a brief understanding of the difference between wired and wireless queue management systems. If you are still not sure which type will suit you, do let us know through our Contact Us page or leave a comment in the comment box below and we will revert back to you soon. RSI Concepts is a leading queue management system provider in Dubai, UAE.
Check out this: List of 5 Prerequisites of Queuing System