Queue Management Software Archives - Page 2 of 2 - RSI Concepts - Top IT Solution Provider Company in Dubai, UAE

August 14, 2023

Maximizing Efficiency: The Benefits of Implementing a Queue Management System

Every business wants efficient operation, whether it is some internal process or a customer facing environment, the efficiency is essential. When a business has efficient work flows, processes and even the teams, they tend to produce more and better outcome with whatever resources they have in hand. That is the reason in order to generate value and drive profits a business needs efficiency in every aspect of the operations. Now when we talk about the customer facing environments, the biggest challenge is to make customer flow efficient and improve customer experience. Whether you are operating in Dubai, Sharjah, Abu Dhabi or any other part of UAE you must be aware of the fact that every customer have too many choices, you one mistake and you can lose them to your competitor. Furthermore the customers are also very demanding and they tend to switch service provider very quickly. Even just a single bad experience is enough to make customer the switch. Studies and market research have revealed that it is 9 to 25 times more expensive to acquire a new customer comparing to selling to an existing customer. That is why customer experience and customer satisfaction is crucial for a business success.

What is a Queue Management System?

A queue management system is a tool which consists of software and hardware parts and it is used to manage the customer flow and customer experience. The queue management software is a server application which is connected to an interactive self-service ticket dispensing kiosk or queuing kiosk. It is also connected to digital signage screens and audio announcement system. Some businesses also use dynamic counter plates which can also be managed through the queue management system. Furthermore the hardware part of the queue management system includes a ticket dispensing kiosk which allow your customers and visitors to interact with the system and issue them token numbers. There is a digital signage screen, which displays live queuing details and keep your guests informed about the current activities on each service counter. A business can have multiple signage depends on the premises size. Similarly the audio announcement system is also hardware part powered by in-built multi-lingual audio announcements module. The counter plates are also connected to the queue management system via network and can display the counter number/name along with the current ticket number. These components form a standard queue management system with basic configurations. Businesses can add more software and hardware components to enhance the features of the queue management system.

What are the Drawbacks of Poorly Organized Customer Flow?

A poorly organized customer flow have many drawbacks, it doesn’t only affect your customers but it will also have a negative impact on your employees and their performance. Which will translate to low productivity, poor growth, bad business reputation, higher customer churn rate, lower conversion rate and in the long run it will damage your brand image. When the queues or waiting lines are not managed properly the very first effect is extended wait time. When the customers will have to wait for longer period of time, they will be frustrated and annoyed. This will cause many other problems such as line jumping, customer complaints and more fraction in customer journey. When the waiting lines are not managed efficiently they employees also suffer, they will have to deal with customer complaints, they will have to manage the queues by themselves and they will have more workload, it will also distract them from their primary tasks which will undermine their performance. The customers will reach to the counter in stress and they will be unhappy, this will result in poor interaction with the service agents, and it will also make it difficult for the service agents to satisfy the customer. Long waiting lines, and extended wait time will result in higher customer churn. When employees will fail to improve their performance despite putting all efforts, they will leave too. Higher employee turnover will cause several other problems, higher customer churn rate will damage your business’s reputation.

What are The Benefits of Implementing a Queue Management System?

There are several benefits of implementing a queue management system, but it is important to understand that there are different types of queue management systems available in the market. You must have to choose the right solution that suits your needs and business type. However, one of the best way is to hire a well-reputed queue management system provider such as RSI Concepts and ask them to build a bespoke tailor-made customized queue management system according to your needs. Here are some of the benefits of implementing a queue management system:

Reduction in Customer Waiting Time

When the customer flow is well-organized, they queuing process is automated the customer wait time will automatically reduce. By implementing a queue management system businesses can automate several queuing process. The ticket dispensing is automated, the customer flow is managed by the smart algorithms of the queue management software, and the employee performance is also improved. A queue management system can automatically take decisions, and set customer route according to the historical data and the live queuing data, which is why the customer wait time is optimized. Furthermore the queue management system also help improving customers’ waiting experience by reducing the perceived wait time. It keep customers engaged and distracted from the waiting by frequently making audio-visual announcements and updating the digital signage. Furthermore the queue management system can also play multimedia content, adverts, promotional and marketing content on the digital signage which also help increasing customer engagement and help optimizing the perceived wait time.

Improved Employee Performance

When a business implements a queue management system the employee efficiency and performance is significantly improved. Without a queue management system the employees will have to adhere to several other tasks, most of which are not productive. Manually managing customer flow, especially during the peak-hours can greatly undermine the employee performance and it also have toll on service quality. However, with a proper queue management system in place the employees don’t have to worry about many things and they are free to focus on their primary and more productive tasks. This not only boost employee performance but also greatly reduce their workload. When the employees work under a balanced workload their satisfaction increases and they tend to perform better. The queue management system automate several queuing processes, and it also offers dedicated service agent dashboards, which can also lift up a lot of workload and help service agents in many tasks. Businesses can significantly improve employee performance and service quality by implementing a queue management system.

Enhanced Customer Experience

The customer satisfaction depends on customer experience and service quality, better experience results in higher customer satisfaction index. When a business implements a queue management system it automates several queuing processes. When the customers know that their tokens are issued by computer operated system, they have more trust over the system, and it assured them there will no favoritisms, no line-jumping, no intervention from the staff, whatever token is issued to them they will be served accordingly. Furthermore the queue management system keeps customers and visitors engaged and help diluting the effects of waiting and reduce their stress. This will improve their waiting experience. As the service staff is also aided by the queue management system, they are also more welcoming, fresh and prepared for the customers. This all results in a better customer interaction with the service agent and also tend to improve the service quality. Implementing a queue management system greatly improves customer experience and results in higher customer satisfaction which help your business building a strong brand image and reputation.

Real-time Monitoring and Remote Management

One of the best advantage of implementing a queue management system is that it offers real-time monitoring and remote management features. Businesses often have multiple branches where they deploy a queue management system, and even in case of only one office the real-time monitoring dashboard and capabilities to manage the system remotely are some of the most productive features. Usually there is a central location or head office where the top management resides, they want to monitor the queuing activities and stats to take timely decisions. The queue management system is a centralized software system which connects all branches and parts and enable real-time monitoring. The branch manager, or the senior manager at the head office or any other user with adequate access can monitor the live real-time queuing data and stats. Furthermore it is very easy to implement the queuing polices and strategies across the entire business, remotely from the head office. Businesses can also set automated alerts and notifications for the managers and supervisors to enable them to be more reactive towards the customer footfall and help them improve the customer flow by keeping them up-to-date all the time.

Collect Business Intelligence Data

The data is the backbone of modern fast-paced markets. Every business who wants to succeed should be able to collect, analyze and utilize the business intelligence data in order to generate value and productive outcomes. A queue management system can provide a wealth of highly accurate and valuable business intelligence data. The queue management system can collect queuing data, system usage stats, waiting time trends, customer footfall trends, employee performance and KPI metrics, and it can also collect direct customer feedback which can be incorporated in several internal decision making process to improve strategies and overall performance of the business. The queue management system can also be integrated with third-party tools and central information center which enables it to collect data from various sources, and it also allow the queue management system to provide business intelligence data for other systems and tools. Businesses can analyze the queue management system data and customer feedback using in-built analytical tools, or they can extract it in form of various intuitive report formats such as summary reports, trend reports and much more which help them utilize the business intelligence data at its full potential and maximize the overall efficiency and performance of the business.

Conclusion

In modern fast-paced markets where the markets are subjected to subtle and rapid changes, a business needs a proactive approach to deal with up-coming challenges. Managing customer facing environments and maintain a satisfactory customer experience is one of the most challenging task a service-based business ever faces. Poorly organized waiting lines and long queues can have devastating effects on a business. Pool queuing strategy and manual queue management can results in poor employee performance, low service quality, and unhappy customers. However when a business implements q modern queue management system, they can greatly improve employee performance, customer experience and consequently customer satisfaction. A queue management system offers many features which can help improving the customer flow and minimizing the customer churn rate. In this blog we have discussed what a queue management system is and how businesses can benefits from it. If you want to learn more about the subject or if you want our help to build you a tailor-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.

July 24, 2023

Redefining Queue Management: How to Enhance the Customer Experience

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

What is a Modern Queue Management System?

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

Customer Experience: Long Wait Time

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

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

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

Customer Experience: Quick Service Delivery

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

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

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

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

Customer Experience: Better Service Quality

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

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

Customer Experience: Business Intelligence Data

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

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

Conclusion

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

July 12, 2023July 12, 2023

Best Features of a Digital Queue Management System for Banks

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

What is a Digital Queue Management System?

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

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

Digital Queue Management System: Reduction in Customer Wait Time

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

Digital Queue Management System: Customer Journey Transformation

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

Digital Queue Management System: Boost Branch Efficiency

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

Digital Queue Management System: Collects Business Intelligence Data

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

Conclusion

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

November 10, 2022

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.

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.

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.

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: 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: 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.

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: 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: 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: 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.

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?

October 9, 2021

How to Choose the Best Queue Management Software?

A queue management software have become a necessity these days, especially for all service based sectors. Managing queues manually is very difficult, it ruin customer experience and it put extra burden on the staff. The rapid advancements in the digital technology all around us has led to several new trends, one of these trend is a digital queue management system. Whenever we go to a bank or a customer service center, or any such businesses we expect a proper digital queue management system there, the very first thing anyone do is to look up for the sign-up or ticket dispensing kiosk. A business must have to meet the expectations of its customers. The very reason of deploying a digital queue management system is to achieve highest level of customer satisfaction and customer happiness. If a business provide services as per its customer’s needs and expectation, it will make the customers happy.

The queue management system is extremely important for a business as the customer journey and customer happiness relies on it. The ultimate goal of any service based business is to achieve the highest level of customer satisfaction. A happy and satisfied customer is tend to be more loyal to the brand. The customer loyalty improves customer retention. Loyal customers are more likely to promote the business and are very less likely to switch based on a bad experience, they can tolerate the business more and always give their favorite brand a second chance. However, the customer who left unhappy, are most likely to never return, on top of that the unhappy customers can also repel other prospects and cause harm to the brand reputation and brand identity. That is why having a perfect queue management system is very important. The queue management system based on two components, the hardware and the software. No matter how advance the hardware is, if the software is not capable the business can’t get desired results. So it is very important that each business knows how to choose a best queue management system software.

Here are some key points that a business should consider while selecting a queue management software:

1. Queue Management Software Features

The most important thing that a business should consider about the queue management software is its features and functionalities. Rest of everything comes later. If a queue management software is offering all the features that you need and you can use to improve the customer experience and customer journey, then move ahead for further evaluation. Here are some key features that a queue management software must have:

Interactive self-service sign-up terminal/kiosk
Capabilities to manage separate virtual queues for all available services
Features to improve customer waiting experience
- Live queuing information updates on digital displays/signage
- Multimedia content for customer engagements
- Information about the estimated time remaining
Audio-visual customer calling
- Multi-lingual queuing information on display
- Multi-lingual audio customer calling
Dynamic Counter Plates and Digital Signs
Automatic Customer Journey Management
Ability to Detect Customer Types (ordinary, VIP, Premium, Customer with Special Needs, etc.)
Automatic Single Step and Multi-step Service Delivery and Customer Routing
Dedicated Agent Dashboard
Ability to Facilitate Service Delivery Process
Statistical and Analytical Data Collection & KPIs Monitoring
Customer Feedback Collection
Integrated Alerts for Customers and Management
Online Appointment Booking Module or Integration
Smartphone and Mobile Apps Interfaces
Virtual Queuing and Mobile Queuing Support
Easy Administration and Management

These are some of the basic and most common features of a queue management software. Any good queue management software must have at least these all features. These features will allow a business to effectively and efficiently manage their queues to ensure the ultimate customer satisfaction and customer experience. Some businesses might have certain needs hence required customized features, so a good quality queue management software must be able to accommodate such needs by third-party integration and customization.

Read More: Queue & Waiting Time Management

2. Queue Management Software Types and Cost

The term ‘software type’ is a pretty vague terminology, it could mean a lot of things, however in case of queue management software the type usually refers to the ownership type. The queue management system manufacturers in Dubai and all around the UAE offers certain types of queue management software, such as cloud based solution which is usually a SAAS type software, SAAS means software as a service. For that type the businesses will have to subscribe for the software, whether it is annual subscription or monthly the businesses subscribe for it. Here are some most common queue management software types:

Cloud Based Queue Management Software or SAAS
Purchasable Queue Management Software
Off-the-shelf Queue Management Software Solution
Customizable Queue Management Software

The cloud based queue management software solution (SAAS) is completely managed by the service provider. The service provider owns the actual queue management software and the business is only renting it out or subscribing for a limited time period. In such scenarios the queue management software customization is very limited and expensive too. In fact the service itself is very expensive.

The purchasable queue management software is fully-owned by the business. The vendor offer the software and the entire source code to the business. Usually that kind of queue management software are based on an open-source technology. It doesn’t require any regular subscription fee or renewal charges. The business had to purchase it once and then there is no renewal or any such cost.

The off-the-shelf queue management software are the software that came as a standalone package. The software is a one-time-purchase and there is no annual or monthly or any other rental or renewal fee. The business will have to purchase a software once and it will be a lifetime license. The only limitation is that the business wouldn’t be able to customize it. In case if they want to customize such queue management software they will have to revert back to the original vendor/manufacturer.

The customizable queue management software is a tailor-made queue management software and solution. Here in Dubai and in other parts of UAE the queue management system vendors usually charge once for the solution. The business owns the queue management software and it’s all source code as well. Such software are usually built on an open-source technology platform. The business who owns the customized queue management software can have full ownership rights and they can hire in-house programmer to do any further customization or they can hire any vendor who is well versed with the technology to do the customization or modifications for the business. This is the most convenient plan for long term use and is also the best choice for usability and cost-efficiency.

3.Administrative Management and Monitoring Mechanisms

For a queue management software the primary objective is to improve customer journey and customer satisfaction, however, the administrative management and monitoring is also equally important. Eventually the management will have to configure the system and use the data collected from the system for business intelligence feeds. Usually when a business or organization is purchasing a new queue management software and solution they often overlooked the administrative management and monitoring aspects of the system. Later when they start using it, they face difficulties. It is very important that a queue management software provide a professional level of administrative management and controlling features. Because in every business there are certain levels of management with a predefined hierarchical structure. The queue management software should allow such management functionalities and any other work flow which is vital for the business and its operations.

Usually businesses have multiple branches along with a head office or main branch, the head office always have access and control over all connected branches, then comes the branch managers who have full control over the queue management of their designated branch and then comes assistants, supervisors, agents/servers, etc. This is a basic management structure that almost every business follows, however, businesses could have multiple intermediary stages as well. Most of the time the queue management software offer a pre-defined management structure, which can cause a lot of issue for the business so, it is important that the queue management software offers a flexible control over administrative access and job role assignment mechanisms. The branch manager and top level management, whether from the branch or from the head office will have real-time monitoring capabilities as per their respective authority and administrative control and job role. So, it is critically important that the queue management software allow the businesses to configure the job role and authority for admin users as per their convenience.

4. Third-Party System Integration Compatibility

Third party integration by definition means interfacing or connecting a database from another system to a system via APIs (Application Program Interface) or secure web services. The web-apps and digital software such as queue management software have revolutionized the businesses and their practices. Businesses can integrate advanced systems and solutions to work together to provide ultimate user experience and to get administrative and management related advantages. The third-party system integration not only allow two digital solutions or systems to share and synchronize data but it also allow them to share functionalities/resources. For example if a queue management software need to recognize a customer through their mobile number or customer ID, instead of managing a separate customer database it can linked to a system which is already managing that data, so the identification process can be done through the existing system which will save a lot of resources and cost. This is how a third party system integration works.

In queue management software the third party system integration is used for various purposes and at various levels. The customer interface where the customers can sign-up for a particular queue for their required service and it can also be used at the agent dashboard to speed up the service delivery process. The third-party system integration is not only a unidirectional data traffic but it is a bidirectional data transfer. As the queue management software can fetch data from a third-party system using API integration it can also push or send data to a third-party system too. For example the queue management software can share the system usage data, reports, stats, customer feedback and other business intelligence data with any other performance management system or customer relationship management tools, etc. The queue management software can also effectively measure many staff KPIs which can be linked to the HR or employee performance management system for further use and so on and so forth. The third-party system integration make the queue management software more effective, useful and efficient. The businesses can utilize this feature for various purposes.

5. Queue Management Software Collects Business Intelligence Data

Business intelligence data is an umbrella term that includes a lot of different types of statistical and analytical data. All of the historical data and the present data is then emerged and processed by purpose-made tools to compile actionable reports which enable a business to make informed decisions and build their future strategy. The business intelligence data is extremely crucial. It highlights the areas of improvements, businesses can easily understand market trends, and their customer, employees, and business can easily evaluate and assess their infrastructure, business practices and methods. Moreover the modern day queue management software also come with an in-built customer feedback and survey tool. Which further provide crucial insight and customer feedback data. That is why it is extremely important that a queue management system offer some kind of business intelligence data gathering and in-built analytical tools to compile that data into reports and downloadable formats.An ordinary queue management software can easily collect data from all important touch points of the customer journey.

However a good quality queue management software not only collect deeper insight. It can effectively capture each and every customer touch points, along with additional information and various customer trends and employee/staff performance or KPIs. These all different data feeds along with the customer feedback are stored in raw format. The analytical engine segregate them in various reports, such as executive trend report, corporate customer feedback reports, and much more. The queue management software can also provide daily, weekly and monthly reports. It should also provide tools to alert the management in case of any event such as if too many customers are giving negative feedback, if a particular service delivery is taking more than average time, etc. These functionalities are very helpful for the management and let them easily assess the employees, various business processes, service delivery mechanisms, customer journey and employee performance and business intelligence data is also capable of identifying the areas of improvements so that businesses can take appropriate actions and make future strategies to achieve ultimate customer experience and maximum operational efficiency, which minimize the cost and maximize the revenue and ensures steady growth.

Conclusion

A queue management software is absolutely necessary for businesses these days. In Dubai and other parts of UAE the service based industry is significantly modernized. The competition in the market is very high and the customer have too many options to go to. It is extremely important to provide your customers with a great customer journey and ultimate experience. A queue management system not only promises a great customer journey and experience but it also maximize the operational capabilities of a business and it also boosts employee performance. These are some of the major reasons each business wants to deploy a good quality queue management software. In the market there are too many vendors and manufacturers, which makes it a bit tricky to choose the best queue management software. The purpose of this blog was to guide our audience and customers about the necessary features and attributes that a good queue management software must have.

First of all any good queue management software must have certain features and functionalities that will enable it to perform better. Secondly there are different types of the technology and purchase plans which impact the cost and scalability. A good queue management software must also offer a very flexible administration and management controls so a business can implement their work flow and management polices without any trouble. The third-party system integration is a great tool to maximize the performance of the queue management software and it also allow the businesses to easily develop their innovative solutions for the performance and the management. The business intelligence data provides a deeper insight to the entire operational process and the customer journey. A queue management software is very powerful and effective tool, it have capability to make or break a business’s growth. If you still have some questions, feel free to ask. If you are planning to deploy a new queue management software or want to replace your existing system please do let us know. You can 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 blog: Why do you need a queue management system?

September 12, 2021

Impact of a Queue Management Software on Staff Productivity

A queue management software is used to streamline customer flow and manage the customer journey. The customer journey is very critical for customer satisfaction and the customer satisfaction is the top priority for any business in Dubai or anywhere else in the UAE. The customer satisfaction and happiness is a guarantee to success. No matter how good you are at production level, or how advance technologies you are utilizing to provide services to your customers, if their visiting experience is not good, they will eventually leave you. That is why businesses are investing a lot of resources in customer journey transformation tools and systems. The queue management software is the most effective customer journey management tool. Now when it comes to the customer happiness, the infrastructure and systems are not enough, eventually the customer will going to have an interaction with your staff, if the staffis overloaded, tired, or not adequately trained, they will fail to provide a satisfactory customer experience. So the staff productivity is also equally important in order to achieve the ultimate customer satisfaction.

The impact of a queue management software on staff productivity is huge, it can significantly improve the staff productivity. As soon as the queue management software is commissioned the businesses can witness a big improvement in the staff productivity and efficiency. Even for the long term also the queue management software can help businesses and management to keep improving the staff productivity and performance. Here is how a queue management software so impactful on staff productivity and performance:

Queue Management Software Reduce Staff Work Load

Businesses and organization who are having a good amount of daily visitors and customers are well aware of the fact that the customer flow management and queue management is a difficult task. The staff will not only have to perform their primary tasks but they are also engaged in managing the queues and customers. With the manual queue management the customer experience and customer journey is also not so good. The customers always have complaints about mismanagement, line jumpers, and long waiting lines, etc. This could completely ruin the customer experience and it makes the customer journey more difficult. When a customer reached to a counter after this entire ordeal, they are already exhausted, the staff/agents are also over-burdened and the customer interaction can easily go bad. The staff will have to struggle a lot in order to calm the customers and to make the service delivery process pleasant and comforting for them. Eventually more customers end up unhappy and unsatisfied. The staff also complaint about the unbalanced workloads to the management. They tend to make more mistakes and their overall progress and morals get lower.

Streamline the Customer Flow

However with a queue management software, the entire customer flow and queue management is controlled by the system as per the predefined company policies and the staff don’t have to engage with the customers and visitors in the waiting areas or queues, which allow them to focus on their primary tasks, their performance get raised, the customers are also clam and have a pleasant waiting experience which makes them more cooperative and understanding. This makes it easier for the staff to deliver excellent quality service and make the customer happy. As the customers are managed by an automated system, there is no human interference so customers don’t have much complaints either. The customer flow is smooth, the customer journey gets shorter and the waiting experience gets better. On top of that as the staffis highly focused on customer service so their performance gets better, they can serve more customers in a single shift than before. Which also reduce the wait time and shorten the customer journey and makes customer happy and satisfied. The queue management software can significantly reduce the staff workload and improve their productivity and overall efficiency.

Automatically Manages the Customer Journey and Customer Routes

The queue management software is a very capable tool. It has capabilities to automatically control and manage the entire customer flow and customer routes. Usually in Dubai and all around the UAE businesses and organizations have multiple services. And in most of the cases certain counters are assigned for certain services only. Sometimes businesses and organizations also have different categories of the customers, such as VIP Customer, Premium Customers, Customers with special needs, etc. for all such categories usually a different customer rout is established. Each category is set to provide a different level of customer service. As the queue management software also includes a customer/visitor interface which is usually provided through a self-service kiosk. So, the system can segregate different categories of the customers at the time of their sign-up. In fact some businesses and organizations also use methods to identify the customers during the sign-up which can be done either by inputting the customer name, number, email or any other unique identification number, this also enables the system to direct the customers through different customer journey routes to makes their experience satisfactory. This also balance the workload of the staff and reduce their efforts, which further enhances their productivity and overall performance.

Queue Management Software can Improve Service Delivery Process

Here in Dubai and all around the UAE the customers are well-informed, modern, up-to-date and have huge expectation from their favorite brand. Above all the UAE is a very rapidly growing market, there are tons of local and international businesses and organizations operating in the country and more are joining in continuously. That is why the market is highly competitive, the customers have a lot of options and don’t give a second thought before switching their service provider. The businesses and organizations will have to maintain a certain level of quality to retain their customers. There are a lot of factors that affect the customer experience and customer journey, the service delivery process is one of the most important factor. If the service delivery process is lengthy, in-efficient or difficult the customers will be unhappy, the staff will have to put extra efforts to maximize the customer experience, which results in less customers in a single shift.

With a queue management software the most of the customer journey steps can be automated which reduce the staff workload, moreover the queue management software also improves the service delivery process. The queue management software includes an agent dashboard which is very helpful, it can provide relevant information, perform tasks, and automate various service delivery steps which not only make the process quicker but it also reduce staff efforts and increase the staff productivity.

Integration with other Systems

A queue management software can be integrated with other enterprise solutions and systems to further improve the service delivery process and it also assists the agents in service delivery process as well. The agent dashboard could act as a bridge between various databases and central information center. It can make all the relevant information instantly available for the agents. The modern queue management software also offer a certain level of customization, which allow the businesses and organizations to link their multiple systems in the agent dashboard. This is very important and it completely eliminates the need of switching between several interfaces and pushing information from one system to the other. Everything can be programmed and automate. This can have a huge impact on the service delivery, it makes it quicker, prevent most commonly occurring errors, reduce the staff efforts and automate various service delivery steps. Which significantly improves staff productivity.

Very Helpful for Stepped-Service Delivery

The integration with third party tools and enterprise solutions enables the businesses to automate various service delivery steps and improve the staff productivity but when it comes to the stepped-services, where a customer is required to visit multiple counters for a single service delivery the very basic problem that customers and businesses face is the repetition of work at each counter, no matter how little but the repetition remains. Which consumer more time, raise the customer difficulty level and affect the entire customer journey and experience. However, with the queue management software these things can be avoided, the very moment a customer reached to the next counter, their information are already made available for the agents automatically. The agent dashboard and third part system integration plays an important role in such improvements. It shorten the customer journey, reduce the staff efforts and improve staff productivity.

Queue Management Software Measures and Monitors Staff KPIs

A queue management software is capable of measuring and monitoring various progress and performance indicators, the staff KPIs (key performance indicators) are one of those. The KPIs are very crucial for assessment and evaluation of the staff, the management can also utilize them and the HR can also utilize them. The staff KPIs are very precise and accurate and can provide deeper insight into staff performance, their strengths and weaknesses and the business can utilize this data to optimize the performance of the staff as well. Here are some most common staff KPIs measured by the queue management software:

1. Number of Daily Customers Served by an Staff

This KPI is very important it keep record of the daily performance of the staff. Businesses can quickly highlight if an staff performance is increasing or decreasing.

2. Average Staff Active Time

The average staff active time KPI measures the total time an employee spend working in a single shift. This KPI is completely configurable to make sure the data collected is accurate and precise.

3. Average Service Delivery Time

The average service delivery time is the time an agent takes to deliver a service, this KPI measures the time for all service deliveries and also keep record for separate services.

4. Average Pre and Post Service Work Time

The pre-service and post-service work is also essential, the agent must have to be prepared for the next customer and they must have to do some stuff after the service delivery is done. Usually these tasks are defined, so only a certain amount of time is required, if an agent is taking more than that that means their performance is not so good.

These are only a few KPIs there are so many other KPIs too, which can be configured in a queue management software. These KPIs provide the businesses with a deeper understanding of the staff performance and progress. For example let say an agent is serving 30 customers if he is appointed on counter 8 which is offering service A, B and C, when the same agent is appointed to counter number 6 which is offering service B, D and G the agent only serves 20 customers. Now sometimes the services are different and some services delivery take more time than the others, but these all information are already available with the business, if these variables are taken into account the business can precisely measure the performance and progress of the staff and arrange training sessions for them or reassign them to a different task or appoint them to the services only which they are good at and so on. The staff performance and progress is also important for the HR department, they can also utilize the queue management software KPIs for their HR purposes. If the performance and progress is accurately measured and the staffis informed and advised on how to improve their performance their overall productivity get raised day by day.

Queue Management Software can Collect Customer Feedback

Queue management software are a very effective tool to collect customer feedbacks. The customer feedback is very vital for a business. A few years ago businesses in Dubai and all around the UAE often overlooked the customer feedback and businesses and organization who were collecting customer feedback they were also not paying much attention to it. However, things have changed, now a days the customer feedback is critically important as the entire business progress depends on the customer satisfaction and happiness. The customer feedback that can be collected is usually of the following types:

Customer Happiness Meter/Scale
CSAT Survey (Customer Satisfaction Score)
CES Survey (Customer Effort Score)
NPS Survey (Net Promoter Score)
Generic Customer Feedback Survey
Customer Experience &Staff Behavioral Feedback

The business can collect valuable business intelligence data from these feedback. The customer feedback data can provide a deeper understanding of the staff/agent’s behavior and the overall customer journey. Businesses can even evaluate the quality of their products and services too via customer feedback. Another advantage of the customer feedback is that when a business ask its customers about their opinion and suggestion they feel more connected with the brand and think that the business cares about them. It improve customer’s relationship with businesses. The businesses can prepare various questions and ask the customer about the behavior of the staff/agents, later that same feedback data can be used to improve the staff performance and productivity.

Conclusion

The queue management software is a great tool to streamline the customer flow and manage the customer journey. The queue system is also very helpful in improving staff productivity. As the queue system can easily automate various customer journey steps and it is also capable of improving the service delivery process, the staff performance raised automatically. Usually the staff is busy in managing the customers and visitors in the and handling their queues manually, which not only put extra burden on the staff but it also ruin the customer experience and customer journey, the customer also got so many complaints and unexpected delays due to manual management. However, with a queue management software the entire customer journey can be managed automatically as per the pre-configured settings and company policy. It also automates the customer routing and improve customer flow. Which reduce a huge chunk of extra workload from the staff. The staff/agents can easily focus more on their primary tasks, the entire customer flow is controlled and well-managed through the queue management software. This significantly improve the staff productivity.

Moreover in long term the businesses and organizations can also get valuable business intelligence, including staff performance and KPIs, customer feedback and statistical and analytical data from each and every touch-point of the customer journey. Which help the businesses in making new policies, improving their strategies and taking steps to further improve staff performance and productivity. RSI Concepts is a leading queue management software provider in Dubai, UAE. If you want to improve the staff productivity and customer journey by implementing a state-of-the-art queue management software or a customized solution, 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 blog: The Ultimate Guide to Queue Management

June 21, 2021June 21, 2021

Importance of Queue Management Software in 2021

The year 2021 is bringing us completely changed trends and new innovative ideas to counter those unprecedented changes in the trends and customers’ behavior. The queue management software is also getting modernized to meet the present day’s needs. Customer happiness is extremely important for a business. If your customers are not happy, no matter how great your products are or how competitive your prices are, eventually you will going to lose it. It is crucial that your customers remain happy and loyal to your brand. Customer happiness is the only indicator that shows everything is in place, it really doesn’t matter how hard you worked around the operational details, or IT infrastructure or training for the employees, or marketing or whatsoever. If your customer is not happy, nothing will pay off. This is what the business has realized in Dubai and all around the UAE and in the past few years business, enterprises, banks, the retail sector, healthcare, and all other industries are investing heavily in customer happiness solutions and systems.

The queue management software is one of the most important components of customer happiness solutions. Basically, the queue management software provides great control and helps in managing customer experience throughout the entire customer journey. With the new features and latest advancements in queue management software and technology a more personalized and digitalized experience is easily possible. In the year 2021 everyone is hoping to get a bit more contact-less and digitalized experience from their brands. That is why the queue management system’s software has to be improved to meet the demands and trends of 2021.

The queue management system hardware is usually the same as all available queuing solutions in Dubai, UAE. However, the software of each vendor is different and that is where you can distinguish them. Here are some reasons why queue management software is critically important when making a decision of installing a queuing solution:

Queue Management Software Help Improving Brand Identity by Improving Customer Experience and Customer Journey

The most important factor that contributes to customer happiness is the wait time. If your customers will have to wait for a long time to get their service done, they will get repelled or they will start seeking other options. The wait time is the single most negative factor that can completely ruin a business and its reputation. Reputation and brand image are everything, if a brand has a positive reputation and a great brand identity, it will not only help it to score more leads, but it will also help the brand to improve customer loyalty and customer retention. Which is the basic necessity for growth. The positive brand identity also attracts more customers and visitors. It is also very helpful in improving conversion rates for the other marketing efforts.

Automatic customer flow management and queue management significantly reduce the wait time. It automates the process hence there is no human intervention, which prevents a lot many complaints and problems that businesses have to deal with without a queue management system. The queue management software is also capable of automatically handling the customer journey, it can effectively direct the customers to their designated counters, for example, there are multiple services and for each service, there are designated counters, the customers or visitors might get confused and try to join the queue which has the least number of people in it, however, with a queue management software when a customer opts for the queue the system automatically assign them the queue as per their required service.

The same is also applicable in complex scenarios such as in the case of stepped service delivery, where a full-service delivery is done through multiple counters. The queue management software is also capable of identifying the priority customers and lead them to the priority counters for example the premium customers, or VIP customers, or customers with special needs, etc. All can be automatically directed to their designated counters. The queue management software also automatically manages the customer flow by directing the next customer to the vacant counters. Other features such as counter forwarding or routing customers to the counters who are completely vacant also save a lot of time and improve customer experience.

The queue management software also comes with an in-built announcement system and digital signage. This module enables audio-visual announcements and customer calls. Along with that it also helps to improve the customer waiting time experience as well by playing multimedia and engaging content on the digital signage. A queue management software is an excellent tool to improve customer experience and customer journey in the year 2021 when the entire market trends are changed and businesses are facing new challenges day by day. Improved customer experience results in a very positive brand image and brand identity which help businesses in customer retention and increase customer loyalty which is a basic necessity for growth and profitability.

Virtual Queuing Improves Customer Experience

The year 2021 is the year of going contactless and digital. Virtual queuing is a very effective feature of queue management software. It allows both, the digitalized experience and the contactless features as well. Virtual queuing is gaining popularity these days. There are certain reasons for that, one of the biggest advantages of virtual queuing is that the queue management software enables the visitors to sign-up remotely. Or we can put it this way that the customers and visitors are able to sign-up for the physical queue without even being physically present at the branch. There are multiple mediums that are used to allow remote sign-up for virtual queuing. For example, the customers and visitors can sign-up remotely via the website, customer portals, smartphone applications, phone calls, email, or SMS.

The remote sign-up not only facilitates the customers but also helps the staff and administration. Customer flow management becomes easier as there are not too many people in the waiting room. The social distancing measures are easy to implement. Businesses and organizations can easily control the number of active queues to limit the number of customers and visitors inside the branch to prevent crowd forming and other related problems. Virtual queuing significantly improves the customer experience and customer journey as well. As the customer is not required to physically stand in the lines or stay in the waiting areas, so the service delivery is quicker comparing to traditional queuing methods.

Smartphone Applications to Increase Customer Engagements

These days in Dubai and all across the UAE the smartphone applications are very popular. In the past few years, smartphones have gotten very smart and powerful too. Customers love personalized experience and business too, as personalized experience increases customer engagements and improves customer satisfaction. The UAE is the most modernized nation in the MENA region and also in Asia. The government’s policies and initiatives to promote digitalization played an important role in the market trend. There are tons of government services that are just a few taps on your smartphone screen away. The general public is very adoptive and friendly towards smartphone applications. This immediately caught the attention of the marketers and businesses immediately start offering smartphone-based interactions and services to improve customer happiness and satisfaction.

The smartphone application linked to the queue management system enables the business and organizations to offer a great customer experience. The smartphone apps with queue management software allow the user to enjoy simpler and easier virtual queuing. The smartphone apps also provide a direct communication channel to provide an even more improved and personalized experience. The users can also avail themselves of so many services using smartphone applications, such as virtual queuing, customer feedback, complaints, appointments, etc. Smartphone applications when integrated with a queue management system software can do wonders in terms of customer experience and customer happiness.

Online Appointment Module to Improve Customer Journey

The modern-day queue management system software comes with an integrated online appointment booking module too. The appointment booking module is linked with multiple internal systems to build the customer experience. For example, the customer portals are linked with the online appointment booking modules, the online booking portal can be provided within the customer portals as well as on the website via a dedicated page or link. Usually, the appointment booking module is offered as a stand-alone tool via a website link, to allow the customers and visitors to book an appointment without logging in to their respective portals. In Dubai, UAE mostly we used open links, that don’t require login or sign in, instead, the visitors or customers can fill in basic information to book an appointment. Whether signed in or not both methods are equally effective.

Another great advantage of the online appointment booking module is that it provides all the details and information that are required by a customer or visitor to book an appointment, for example, the busiest days, hours, or least busy hours or days, etc. The appointment booking module of queue management software also provides real-time queuing information and data from several branches. It can also suggest the best option which ensures the quickest service delivery and so on and so forth. The queue management software with an appointment booking module is very helpful in maintaining social distancing and customer flow to further improve the customer journey.

Customer Feedback and Surveys Help Understanding Customer’s Needs

The year 2021 has completely different challenges and required a completely new approach to meet the demand and expectations of the customers. Another remarkable feature of a queue management system software is the ability to understand customer’s needs, demands, expectations, and ongoing market trends via customer feedback and survey module. These days in Dubai and all around the UAE most of the queue management systems provide in-built customer survey and feedback modules. The purpose of this module is to understand how customers and visitors are perceiving your brand’s efforts to improve their experience and journey. The customer feedback and survey module can provide direct feedback from the customers and visitors.

There are several ways to utilize this module, the best method is on-sight customer feedback and surveys and online or follow-up surveys. Usually business has placed touch screens or tablets and kiosk to collect customer feedback, as the queue management software is already linked to the internal information center so identifying the customer who is submitting feedback is very easy, the system can map the information of the customer who has been served on the counter along with their ticket number and then it also identifies the service and compile the feedback report. Such information is vital for a business to make future policies and strategies and to take vital actions to improve customer experience and customer journey, it also provides businesses a direct measurement of the efficiency of their current strategy and business practices. Such business intelligence is very helpful in keeping up with the needs, expectations, and demands of your customers to improve customer happiness and loyalty.

Increase Employee Performance and Profitability

A queue management software is very helpful in improving employee’s performance and overall productivity which results in greater profitability and improved resource management. Without a queue management system, most of the employee’s efforts are wasted on managing the customers and visitors manually, but with a queue management system and software, all tasks are managed automatically. The employees don’t have to worry about the queues or managing crowd or any such problem. The customers will not go to have many complaints as they will know that the queue is managed by an automatic system and the system treats everyone equally.

Now when all those time-consuming tasks will be managed by intelligent queue management software, the employees will have less stress, they will be happy and satisfied, they will be able to serve more customers in a single shift and their performance will increase automatically. Another great advantage of queue management software is that it has the capability to fully automate or partially automate various customer journey steps and processes which also reduces the workload of the employees. The automation allows the employees to focus more on their primary tasks which improve the service quality as well.

When various business processes and customer journeys will be automatic then the businesses will require very little human resources to manage the operations. The dedicated employee dashboard or agent interface will boost the employee performance as well, which means fewer agents/servers will be required to manage the same number of customers and visitors, so the businesses can either serve more customers in a day or can reduce the number of staff if the number of customers or visitors remains same, in both cases the cost is reduced and the profit is increased. A queue management system software is also very effective in improving customer retention, employee performance, and overall profitability.

Reporting, Integration with Other Systems and Centralized Management

A queue management software is critically important for growth as it provides a great source of very vital business intelligence. The business intelligence includes direct customer feedbacks, KPIs or key performance indicators, system usage stats, and various other information. This information is stored in the queue management software database, which is being processed by the in-built analytical engine and then compiled up in actionable reports which are available for the management. All the data is captured and updated in real-time and is processed immediately. This boosts the performance of the system as well. The reporting module and business intelligence data are very important for businesses to understand the customer’s behavior, employee’s performance, the effectiveness of their methods and policies, and much more. This data also helps businesses to make strategies for the future and do improvements in their methodologies, processes, and the quality of the service.

The queue management software is also very important as it can act as a bridge between multiple business and enterprise solutions and tools. It can easily be linked with various other data pools via secure web services or APIs. This system integration enables businesses to easily share data and information between various systems and it also makes the administration very simpler and easier. Another very important feature of the queue management software is centralized management or remote management, which enables the head office to manage all connected branches remotely from the head office. The head office can have full access to everything and they can also assign local, regional, or branch managers to provide them limited access to the branch or branches and areas under their supervision. This is a great feature for the corporate management to easily manage and monitor their entire operation from the head office.

Conclusion

A queue management software is critically important for a business in 2021 that is operating in Dubai or any other region of UAE. As we all know the year 2020 has completely transformed the landscape of the service-based industries so businesses and organizations are anxiously seeking ways to improve their customer experience and customer journey. The customer experience and customer journey help businesses to improve customer loyalty and customer retention. Which results in a good brand reputation and a positive brand image. The brand identity helps businesses to attract more customers and visitors, and it is also very helpful in increasing the conversion rates of all the marketing activities. A queue management software is at the foundation of all this, in fact, it is the foundation. Your entire future depends on how you are treating your customers today. A queue management software is the only tool that can help you improving your customer’s experience and the customer journey to improve customer happiness and customer satisfaction.

The queue management software also automates various business processes. It is capable of integrating with other enterprise tools and solutions which further enables the businesses to create innovative ways to improve their customer’s journey and experience. An efficient queue management software can provide you a great competitive edge which will ensure better customer retention and customer loyalty. Loyal customers are the most precious asset of a business. Especially in the year 2021 when the demands and the behavior of the customers are changing very quickly and the competition is getting tougher day by day a queue management system and software can be your strongest arsenal. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to install a new queue management system or want to replace your outdated queue management software, feel free to reach us out 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: 7 Features of Queue Management Software

June 20, 2021

7 Features of Queue Management Software

A queue management system (QMS) consists of two major parts, a hardware section, and a software section. Both the queue management system software and hardware have different components and accessories. These components, accessories, and modules are used to build certain features in the system. These days in Dubai and all around the UAE the more modernized and customized queue management systems are being used. The primary objectives of the queuing solution are to manage the customer flow, improve customer experience and increase productivity. There are so many different types of queue management systems available in Dubai, UAE which could be very confusing for the business. This begs the question of which queue management system will suit you or how to distinguish between a good or bad or an average quality system? There are certain markers or features that a good queue management system software should have in general, if all those features are there then you can easily decide if it will suit you or not.

You must be thinking that there is hardware involved too so why we are only talking about the software, the only reason is that the hardware itself is nothing without the software, if the software is offering a certain feature then by default the hardware will come along. That is why we are focusing only on the software features. There are certain queue management systems that are purpose-built or dedicated to a certain industry or application only, even for those types of queuing solutions the queue management system software must have certain traits which will determine the effectiveness and productivity of the queuing solution.

Here are 7 features of queue management software that you should look for when acquiring a new queue management system:

1. Virtual Queuing

A virtual queue management system is the modern day’s need. Since the year 2020 has completely transformed the customer experience and customer expectations too, the year 2021 is the year of more digitalized and personalized customer journey and customer experience. The social distancing and health and safety of the visitors and the staff is the top priority for any business these days. The virtual queuing module will help businesses to easily maintain and manage the active queues as per their capacity to ensure social distancing. Virtual queuing is not just for implementing social distancing but it is also offering a great digital experience.

The customers and visitors are allowed to sign-up even before arriving at the branch. This requires more efficient software that is linked with various other systems and tools to allow the customers to sign-up through different channels such as smartphone applications, SMS, calls, QR codes, etc. The virtual queue management system not only facilitates the customers and visitors but also reduces or literally eliminates the wait time. The customers can arrive at the very exact time of their turn and get the service done. That is a huge leap in terms of customer experience, from waiting for hours to waiting for a few minutes or even no wait can make your customers extremely happy. Various different market researches and studies showed that the average acceptable waiting time for an ordinary customer or visitors is thirteen minutes, any time later than that could harm the customer experience.

2. Separate Dashboards

Any good queue management system should have separate user dashboards with dedicated interfaces to increase efficiency. This feature also makes the administration easier and more managed. There are usually three main interfaces or dashboards in a queue management system:

Customer Interface
Agent Interface
Admin Interface

The customer interface is always separate from the other two. In Dubai and all around the UAE the traditional queue management systems usually provide an interactive kiosk-based customer interface. The customers and visitors can sign-up for the queue and get a ticket or token issued bearing their queue number and some other information.

The agent dashboard is usually a web-based dashboard. This dashboard provides the basic controlling and monitoring of the current queues and their statuses along with the facility of customer calling and managing the customer flow. Sometimes the admin dashboard is also used for the same purpose, but mostly the agent or server dashboard is kept separate.

The admin interface or administrative console is also a web-based control panel. This not only provides administrative control over the entire branch or overall connected branches but also provides data analysis and reporting features too. The management can add multiple levels of administrative roles or job roles with respective authority and data access policies to establish an administrative hierarchy.

3. Remote Management and Real-time Monitoring

Whether you are implementing the queue management system in a single branch or office or you don’t even have another branch at all, remote management and real-time monitoring are must-have features for any good queue management system. The remote management will let the managers and the higher management manage the queuing system and handling some other system administrative tasks while they are not sitting inside the branch or office. The real-time monitoring is also providing real-time system updates and live information about the ongoing customer flow and other queuing data.

However, if your business has multiple branches and is located in multiple cities the remote management and real-time monitoring becomes very handy. For example, your head office is located in Dubai, and you are a manager who is responsible for the customer experience and customer flow. You must need a system to get the updates and monitoring features so you don’t have to call or contact the branch manager to get the required info regarding the customer flow and customer experience.

The remote monitoring and real-time updates are achieved by linking all the branches and locations to the main location or head office. The queue management software has a server-side application that can be hosted locally or online. The administrative dashboard and interface allow the higher management to get access to the data and information of any branch, and on top of that, all the queuing information and statistical data have been updated regularly. This makes a queue management system a great tool to monitor and control the customer journey and customer experience at all branches without even going there or following the long manual workflow and internal processes.

4. Customer Feedback System

As the primary objective of a queue management system is to improve the customer journey and customer experience. Despite investing a lot and making a lot of efforts how would a business know if their efforts are in the right direction or not? The simplest answer is to ask directly to the customers and the best way to do it is via a customer feedback system or via a customer happiness scale. The customer happiness scale or customer feedback system is used to collecting customer feedback and is usually placed at the very last step of the service delivery so when the customer got everything done, they should be asked to share their opinions.

A good modern-day queue management system must have an in-built customer feedback system or a customer feedback module. In some cases, the external customer feedback systems are also linked to the queue management systems as well. The objective here is to understand the customer’s experience. As a queue management system is designed to manage the customer experience throughout the entire customer journey, so it is important to understand how your customers feel about it.

Normally touch screens or tablet stands are used and placed at the counters or at the exits depending upon the infrastructure of the premises. The customer feedback is collected in the form of a happiness meter or scale or a small customer survey. The important thing here to understand is to keep the feedback process simpler and easier. Traditionally a happiness meter suffices, but in certain cases, a short customer survey is also helpful. There should be only two to three questions in the survey and maybe some contact details too. Anything more than that and the customer will not attempt it, or even if some of them do attempt the survey, it will impact the wait time as the next customer can’t be called until the first person is completely done with the counter.

5. Reports, KPIs, and Business Intelligence Gathering

Each and every industry has some standards and norms. Similarly, different regions have different business practices and different standards as well. Likewise in Dubai and all across the UAE all of the leading queue management system providers also offer a reporting module along with their queue management system software. However, there are certain things that you must consider before implementing the queue management system, for example, a comprehensive reporting module, an in-built data analytical engine, KPIs or key performance indicators, and business intelligence gathering.

The KPIs or key performance indicators are for the employees and the agents/server. These indicators capture various stats and performance markers. For example, how long is an employee taking to serve a customer? Which service is taking the longest time and so on? Which employee is handling most customers in a day? Which employee is getting the most positive or negative feedback? And a lot more. These indicators will help management to understand and monitor the performance of the individual employees as well as of the teams and branches as well.

However, business intelligence is gathered through various touchpoints, statistical data, performance indicators, and customer feedback. The queue management system can also help businesses in understanding the customer journey and various other factors that are very helpful for making decisions and taking steps to improve the customer journey and customer experience. Such data and information are crucial for strategy making and planning for the future. The business can utilize the data to understand the expectations and needs of their customers to make adjustments to further improve customer experience and customer journey.

6. Flexibility to Integrate via APIs

Any modern queue management system whether it is a general-purpose or a dedicated solution for a certain application/industry must have certain capabilities to integrate into the main information center or IT infrastructure of the organization. As we have mentioned a few things above such as virtual queuing, smartphone applications, online appointment booking, etc. All such features can be provided by a queue management system acting as a standalone solution or synchronizing and integrating with the other enterprise solutions & systems.

Such integration is achieved via secure web services or also known as APIs. System integration is a very important feature of a queue management system. It allows the queuing system to communicate with other databases and business tools to further improve the customer journey and customer experience. Integration is also very important to boost system efficiency and productivity.

The system integration via APIs not only allows the queue management system to get access to certain data but also allows the system to feed in data to other systems for other purposes as well. For example, customer feedback can be synched with the CRM (Customer Relationship Management) software. The KPIs indicators can feed the overall enterprise performance management system for certain inputs. System integration opens up the ways for innovation and creativity and provides businesses with more flexibility, control, and better efficiency.

7. Future Scalability, Upgrades, and Maintenance

The capability to scale and upgrade to meet the future’s requirements is something that is mandatory for any kind of business solution. Businesses are very skeptical of upgrades, future scalability, maintenance, and the expected cost for all such activities. As an IT solution is a long-term investment so the annual maintenance, future upgrades, and scalability are always a big concern for businesses. However, in the case of Queue Management Systems, these things are not as that complicated. The future scalability of the queue management systems is relatively easier. For example, if you have a queue management system installed in 3 branches and want to expand it to another two, it can be done by simply installing more basic devices and doesn’t require any core change or upgrade. Mostly the queue management system software is already built to support expansion.

Keeping in mind the rapid changes in the market trends and customer behavior in Dubai, UAE the capabilities of future upgrades are extremely important. A modern-day queue management system should be able to offer very cost-effective future upgrades and modifications to meet the ever-growing demands. The upgrades and modifications to the queue management system software can only be achieved if the system is designed to be friendly with such changes, else it would be difficult, costly, and problematic.

Another important aspect of the queue management system and its software is the regular maintenance and its cost. The queue management systems overall and their software are constructed on widely available platforms and technologies. The queuing systems are designed to be operated 24/7 and hardly require any reboot or maintenance for several years. So, the maintenance cost of the queue management system software and other components is very easy, simple, and cheaper comparing to any other IT solution.

Conclusion

As Dubai and all around the UAE businesses these days are actively seeking solutions to improve their customer journey by effectively managing the customer experience and employees’ productivity. A queue management system is the only tool that can help businesses effectively manage and improve the customer experience, customer journey, and service delivery methods. Most of the businesses have already implemented a digital queuing solution and are currently seeking to replace it or upgrade it, while others are eagerly looking to catch up by implementing a brand new queue management system. As the year 2020 has completely transformed the market trends and customer behavior the year 2021 is the year of adopting the new standards. That is the reason many businesses who are seeking to boost their productivity and profitability are planning for a queue management system to meet the needs of their customers.

There are so many queue management system suppliers operating in Dubai, UAE and there are so many different queue management systems available too. The difficulty is how to choose an appropriate queuing solution that could help you to achieve your objectives and goals. The purpose of this blog was to let our readers a better understanding of the queue management system software and we have listed 7 features of queue management software which will help our audience to easily judge a queue management solution. The most important thing to consider is that if the queue management system software is capable enough to provide you features and functionalities that will help you achieve the highest efficiency in terms of customer happiness and employee performance.

Another important thing to consider is the capability to scale for future needs, upgrades, and easy maintenance. The cost is always a big concern of the businesses so the upgrade, expansion, and maintenance should be very cost-effective and less time-consuming. RSI Concepts is one of the leading queue management system providers in Dubai, UAE we serving our customers for more than a decade with a very high success rate. We are here to help you find a great queuing solution for you that will not only help you build up a positive brand reputation but will provide you a great competitive edge too. Feel free to reach us out 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 Challenges 2021