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Can a Queue Management System Improve Customer Experience?

Waiting is always a difficult and irritating task for anyone. Good customer experience can be achieved with an outstanding Queue Management System that can enhance customer perception. A properly managed queue system can benefit both the staff and customer alike. With technology, the Queue System in Dubai has seen many positive changes. There was a time when only moving the customers into and outside of the business was all that was cared about. But now that there are various other options, the Customer Experience is improved by many folds.

Queue-Management-System-Improve-Customer-Experience

Appointments and Scheduling

There are certain kinds of businesses which can help the queue system by allowing appointments and schedules that can be pre-booked online or through their call centres. This helps the customer create a connection with the business, gives better customer satisfaction and also helps with staff scheduling. Ultimately, there is an increase in revenue too.

Management of each individual case

When customers visit your business, it is not right to pass them onto the next person, where he/she has to repeat their whole story till they are sent to the right person who can deal with their problem. It is only the right kind of case management that can save a customer from this kind of ordeal. This can be done only when information is accurately captured and recorded so that it can be accessed when staff or representative needs it and accordingly helps the customer. Also, the past contacts can be recorded so the next representative can see the flow of the system.

Customer Flow System

Some businesses can do well with a self-service kiosk wherein the customer can line up in a virtual queue or an electronic queuing system. This allows them to help themselves or if not then the customers are asked a couple of questions which would determine what representative would be able to help them best.

Digital Media

When there are digital displays in the waiting area or queue area, it keeps the customer entertained while they are waiting. It also gives you an opportunity for selling. At grocery stores and other shops, the same system can be used to show the number of people waiting at each queue, which gives the customer the liberty to choose which queue he/she would like to join in.

Messaging

Who doesn’t have a smartphone these days? These smart-systems can also be used to enhance the customer experience. These can be used by a customer for booking appointments and also they can be texted in advance to let them know or as a reminder of their appointment. If the appointment system hasn’t been used, the organization can still send a message to the customer to inform them that they are the next to be served. This gives the customer enough time to continue to shop or browse around and gives you extra revenue.

These kinds of modern Queuing Systems can bring in enhanced customer experience and makes it more efficient for your employees and customers both. Customers would be given the feeling that their best interests are being taken care of. When you implement things that bring their waiting time down or make it easier for them to explain their case history, it makes them feel unique and appreciated. Employees also appreciate it as it means that it is more of a planned and organized scenario. All this ultimately leads to a better business scene.

Queue Management not only helps your business, but it brings it forward. It gives a modernized feel and can set you apart from other businesses with an atmosphere of forward-thinking. Enhancing customer experience can launch a business into the future and make it cutting edge.

Checkout: The Leading Queue Management System Provider in UAE

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Features of an efficient Queue Management System

Features-of-efficient-Queue-Management-System

Any professional environment which faces customers needs to have a good Queue Management System in place. An effective Queuing System has quite a few obvious benefits and qualities. Let us have a look at what makes a successful Q management system –

The wait times are properly managed – A waiting line involves just that – ‘waiting”. Customers are most of the time willing to wait for certain things. While for other things they are not. A good queue management system has proper built-in management. Whether you use a manual counting process or whether you use an analytics technology related to footfall that monitors the customer wait and arrival times; a good queuing system would very rarely let a wait time go out of the acceptable range.

How the Queue Management System improves customer experience?

Customer experience is always most important – We all hate waiting even though it is very much part and parcel of our lives. Though come to think of it, more than the waiting, it is the experience while you wait that makes for a positive or negative experience. Hence a good queue management design is one which puts the customer’s experience first. It plays a very important part in the psychological workings of queuing. A good system in place would have the quality to address whatever issue matters to customers while they are taking time out and waiting.

Being fair – It is quite obvious and natural that long waits can cause a person to be irritated and annoyed. Hence, a good queue management system will follow the golden rule of fairness. This being said, there could be exceptions. Like in a doctor’s clinic, depending on emergencies or different treatment conditions, a particular patient might be seen while others have been waiting already. However, the reason for serving another customer needs to be communicated to the others clearly. In some places, where multiple lines are meant for same kind of services; a single queue might solve client frustrations as they know it is a purely first come and first serve policy in place.

Strong foundation – In a good Q management system the formation and structure of the queue in itself is well structured and planned and thus can hold the flow and ebb of customers. This means that the Queue management system design considers every little detail – like how wide should the line be so that shopping carts can be accommodated, how short or long are the lines during various times of the day, is the entrance and exit convenient, is it an easy system to follow and so on.

Transparent information – Whether it is for customers, or for the staff, the wait time is informative and transparent. When the customers are already aware of how long they would be required to wait, they would be less irritated or anxious about it. In the similar manner when the staff and management are aware of the wait times, they are able to meet the problem ahead of time and can solve it before the long wait spoils the customer’s experience.

Hence it can be said that it is waiting lines that can make a business successful or break it. A good queue management system pays attention to this problem and is designed in such a way that it keeps the timing to a minimum.

Checkout: Can a Queue Management System Improve Customer Experience?

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Queue Management System for Union Coop

Dubai Union Coop acquired Queue Management System to shorten the queue time for their hundreds of daily customers. This will allow more freedom while the staff is taking care of the job simultaneously. The Union Coop in Dubai is the largest consumer cooperative in the country, having multiple branches, two malls, and two grocery chains with their network spread all over the UAE.

Union-Coop-Dubai

The Union Coop is also one of the pioneers of introducing the smart shopping innovations in the region. One can find each and everything from groceries & food, to electronics and household appliances in the Union Coop branches – which is why the daily footfall is huge. In order to make the queue shorter and to facilitate the customer the Union Coop acquired Queue Management from RSI Concepts, which is not just an ordinary queuing system but an intelligent mechanism to allow more freedom to the shoppers and also make the process easier and error free for the staff itself.

The RSI Concepts’ Queue Management System is mainly commissioned at the Meat and Fishery sections of the Dubai Union Coop. The customer can purchase item of their choice, handed it over to the staff for cleansing and can walk away to continue their shopping while once the staff is done cleaning, the customer is notified via available mediums to collect the item from the meat or fishery section of the mall. This eliminates a long waiting time in front of the meat and fishery areas and also prevent hustle created by rush.

The whole mechanism was designed to reduce the queue time and provide freedom to the shoppers to spend more time shopping rather than waiting in the long queues. The system also prevent all types of human errors and issues that may arise in the manual process. Everyone is getting the work done at their queue number so there are happy with the waiting and services provided with utmost care and speed.

Here are some words of our Project Manager Mr. ShehzadAsgher about the Queue System deployed:

“Truly this was a challenging project, as the task was to establish a system which will cater thousands of the customers by automating the most of the queue and waiting customers. The other important part was to make the Queue system fool proof. We have brainstormed in detail to establish a workable concept of queue management – and which provided fruitful results in a short span. It was wonderful to see our customer happy. At RSI Concepts we always eager to provide our customers with customized solutions to address the minute details of their problem.”

This was a challenging task, the system itself was not complicated but the logical part and the work flow concept was truly a remarkable achievement.

Checkout: Features of an efficient Queue Management System

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Kiosk for Queue System – Aster Clinic

RSI Concepts is honoured to supply Kiosk Machines for Queue System to brand Aster in the healthcare industry.

Aster Clinics is part of Aster DM Healthcare, a well-known and famous healthcare service provider in GCC. Widespread and easily accessible 101 clinics and 19 hospitals all over the world – Aster DM healthcare service provider is a pioneer in the industry serving millions of happy customers.

Kiosk-Machine-for-Queue-System-Aster-Clinic

To serve the customers more efficiently and precisely – the brand has decided to facilitate the visitors with a queue management system. The primary device used in a queue management system is token machines or ticket printers to issue token or numbers to the customer so that they can wait in the queue for their turn. Aster has sourced Queue System ticket printer from RSI Concepts.

We specialize in a leading Queue Management System known as RSI Queue – having robust hardware and efficient software. Our hardware consists of Ticket Dispenser, Counter Screens, Customer Feedback Screens, Waiting for screens and Sound system. Aster has acquired ticket dispenser machines from RSI Concepts for this project and will have integrated software to facilitate gigantic footfall of customers in clinics and hospitals throughout the United Arab Emirates.

Fabricated in metal with spray paint, the queue machine is a beautiful device to attract customers and fulfil the interior design requirements of the premises. The signage on the ticket dispenser tells the customer to use device upon their entry.

The ticket dispenser is equipped with a thermal printer which can print on 80mm paper in width – having the capability of printing images and logos without ink cost is the most efficient printing mechanism that can accommodate loads of prints every day. The ticket dispenser of the queue system is also equipped with a built-in motherboard, a fast processor and a RAM to support the software functionality in a quick and fast manner.

The 15 inches capacitive touch screen of the ticket dispenser is fast and quick in response with a touch of the customer to quickly load the menus and options as required by the software functionality and features.

The entire Aster DM healthcare group will gradually implement Queue System in all the fronts where customers’ presence is expected – to facilitate them with the optimum customer journey and experience.

Checkout: Queue Management System for Union Coop

 

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RSI Concepts as the Leading Queue Management System Provider in UAE

The-Leading-Queue-Management-System-Provider-in-UAERSI Concepts has renowned its name as the UAE’s leading provider of IT Solutions and latest technology amongst other IT Companies in the country. Little by little, RSI Concepts now have increasing business partners and clients. We are known for the variety of customer-related systems such as Queue Management System, Customer Feedback System, Survey Management System. Moreover, we absolutely committed to providing state of the art equipment such as Interactive Kiosk Machine, IPad Kiosk, IPad Stand and so much more. Everything can be made customized as per the request of our client. We can undoubtedly say that RSI Concepts is a customer friendly community.

One of Our Success Story

Many companies in the UAE have already tried the Queue Management System offered by the RSI Concepts. In fact, we have been commended by the Khorfakkan Municipality in participating at GITEX Technology Week last year. We have showcased our unique and wonderful creation that brings customer experience to the next level. An Artificial Intelligent Robot installed with the Queue Management System. With its feature of QMS, the said AI Robot has now the potential to assist customers to be in the proper and corresponding desks base on their needs. This would help to lessen irate customers due to slow and confusing step by step procedure.

The Queuing System that the RSI Concepts provides comes with a variety of functions. It can optimize face-to-face customer service for improved customer experience. It can also serve as the reception itself because customers could easily choose and click which service they want and need. Here, numbers are instantly printed. It can also call the next customer in a queue for faster transaction and more smooth flowing process. Lastly, it could be used for daily reports and service level monitoring. There is nothing to ask for. Everything you need is combined in one Queue Management System only here at RSI Concepts.

Why Choose Us?

Over our 10 years of existence in the industry, we continue to give our clients the best of everything we could offer. We strive harder to be firm with our goal – to be a hundred per cent committed to bringing customer satisfaction for anyone who uses our service. We made our name shine in the IT Solutions industry. We made to have other branches all over the UAE through our successful projects and wonderful creations.

We are composed of highly experienced people so you could expect more. We understand your unique business needs so we do our very best to even exceed your expectations. We at the RSI Concepts also value your opinion to serve you better.

RSI Concepts is a community rather than an organization that puts our employees on top. Because we believe that the employees are our most valuable asset. We have grown as a team and as a family. And just like any other family, we continue to grow, expand and bring happiness to everyone we will be meeting along.

Read More: Improve Customer Service with Queue Management System

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Queue Management System and Artificial Intelligence

AI in customer experience and Queue Management System

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

Best E-Government Project of the Gitex 2018:

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

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

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

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

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

AI in Queuing System:

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

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

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Queuing System for Oman Post by RSI Concepts

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

Queuing System for Oman Post
Queuing System for Oman Post

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

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

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

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

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

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

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RSI Queue System Is Acquired By Union Cooperative Dubai

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

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RSI Queuing System Installed at Life Line Hospital Dubai

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

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

See also: RSI Interactive Kiosks for MAF Carrefour MyClub Customer Loyalty Program Continue reading “RSI Queuing System Installed at Life Line Hospital Dubai”