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June 16, 2021

What are basic features of Queuing System?

The queuing system or queue management system is a combination of software and hardware tools, which allow businesses to effectively manage their daily customer flow. The markets like Dubai and other emirates of UAE are very advanced, modernized, developed, and technologically far superior to any other nation in the region. This sets up very higher standards for almost everything. The economy of UAE is huge and is growing along with gigantic occasional boosts such as the Expo 2020 event which was postponed to 2021 and is just above our heads, the economy is very promising and this attracts a lot of companies and investors to hop in. Which leads to tougher competitions. The competition results in very demanding customers who expect very high of their trustworthy brands.

The queuing systems are at the very top of customer experience management and have a huge impact on the customer journey and customer satisfaction. This is why the Dubai market is full of queue management system providers. RSI Concepts is one of the leading queuing system and customer experience transformation solution providers. There are so many different types of queue management systems advertised these days, and almost all of them are different than one another. However, the basic features of a queuing system are the same. For example, the prime objective of a queuing solution is to improve the customer journey and customer experience along with that the employee performances also got improved, one agent/server can serve more customers in a single shift if an effective digital queuing system has been commissioned.

Here are 10 basic features of the queuing system:

Queuing System Feature 1. Organized Queues

A digital queuing system ensures a well-organized queue. However, with manual management, the management will have to deal with lane jumpers, hustlers, and sometimes confrontations between the customers themselves and between the customers and the staff. This is very frustrating for the customers and for the staff too. If the queues are managed manually then more staff is required to manage everything. In addition to that physical barriers, stanchions, and other things are also required to manage the queues, even then disputes, delays, and troubles are common sites, which completely ruins the customer experience and makes the customer journey terrible. However, with the digital queue management system, everyone has to sign up for the queue. A ticket number or token number is given to every customer and visitor. No one can trespass on other queues, or jump the lines, or any such thing. The chances of disruption are almost none. Businesses can easily organize a queue without requiring much staff intervention.

Queuing System Feature 2. Easy & Automatic Customer Routing

Another problem with manual queuing is that the staff will have to make separate lines, which again they have to manage too. Priority customers or premium customers might also be stuck in regular queues, which is very discomforting and discourage customers from becoming premium or priority customers. But if you are using a digital queuing system, the system can easily distinguish between ordinary and priority customers and visitors. That is not all the digital queuing system also provides automatic management of the customer routes. Let me explain, for example, there are several services offered by a business which usually is the case. Most of the time for different services different counter are allocated and only designated staff to provide certain services. Which requires very accurate customer flow management and customer routing. This can be achieved easily using a digital queuing system.

Queuing System Feature 3. Reduced Wait Time

With manual queue management, a business will have to allocate more resources to manually manage the queues and customer flow. Which is not only expensive but it could cause a lot of trouble too. The manual customer flow management requires staff to manage everything which is very time-consuming, resultantly the customers will have to wait for more. However, with a digital queuing system the customer flow management, the customer journey, and customer flow is managed by the queue management system without any human intervention. The well-organized queues, automatic customer routing, and improved management prevent all the time-consuming problems of manual customer flow management. Which significantly reduces the wait time of the customers. As the staff is being relieved from the duties related to queue management they can focus on serving customers and can serve more customers in the same amount of time. Which reduces the wait time and also improves the customer experience.

Queuing System Features 4. Improved Customer Journey & Customer Experience

The well-organized queues, automatic customer routing, and reduced wait time can significantly improve the customer journey and customer experience. The traditional customer journey starts from the very moment a customer enters the premises and it sends when a customer leaves the premises. The customer experience is the actual experience a customer has going through that journey. It could be either good or bad, if a customer’s experience is as per their expectation then the customer journey is good if not then you should really think about taking action fast. A queuing system not only reduces the customer journey but also makes the customer experience very pleasant and comforting.

The digital queue management system can easily identify the priority customers and the customers who require certain services. Then the queuing system automatically routes them to their designated counters/agents. This feature not only reduces the workload from other counters but also reutilizes the vacant counter for general services. Especially in Dubai and other parts of UAE most of the businesses are offering multiple services and certain counters are designated for certain services. Or in the case of stepped service delivery, when a customer has to go to multiple counters to avail a full service, automatic customer journey management comes in handy and it could significantly improve customer experience.

Queuing System Feature 5. Improved Productivity and Profitability

A digital queue management system is far superior to any manual customer flow management practice. It significantly improves customer happiness and customer satisfaction. The queuing systems are a great tool for businesses to ensure steady growth by improving customer satisfaction. Customer satisfaction helps increasing customer loyalty which further helps businesses to establish a positive brand identity. The positive brand identity then attracts more customers and also help businesses to improve customer retention rate. Which ultimately also results in better conversion rates. As the queue management system improves the customer journey and customer experience, they also reduce the workload from the staff and agents, which enables them to perform well. It means businesses have to pay less for the expenses and human resources. This not only increases productivity but also increases profitability.

Queuing System Feature: 6. Customer Engagement and Wait Time Experience

Any queuing system comes with a certain list of basic queue management system components. Which include a digital signage screen, counter markers, and an announcement system. In Dubai and other parts of UAE, in fact, all around the world a big display is used as digital signage which provides all the ticketing information along with the customer calling announcements. Digital signage can be utilized to play multimedia content or adverts or any other interesting content to keep the customer engaged in it. A known waiting time is far better than an unknown waiting time. All the information on the screen is being updated in real-time along with the multimedia content or adverts it keeps the user engaged and busy. Customer engagement can significantly reduce the stress of waiting. Hence it improves the customer wait time experience.

Queuing System Feature: 7. Centralized Management & Real-time Monitoring

Where a digital queuing system is offering so many benefits for the customers and the staff it also helps the management to effectively monitor everything in real-time. That is not all the head-office management can effectively control and manage any branch from the head-office. All the branches are connected to a centralized management system. All the data captured from the branches are synchronized in real-time with the head office. Remote management is enabled. The head office can push any policy or configuration change from the head office to any branch or to all branches. However, the branch manager will also be capable of managing and controlling the queuing system for their branch and would not be able to access or control the other queue management systems until the access and permission are granted by the head office. The head office can create administrative users with whatever access and control they want to. That is a great feature for head-office management.

Queuing System Feature 8. Reporting, KPIs, and Stats

A good queue management system always captures valuable data and measures KPIs (key performance indicators). Mostly a queuing system capture system usage data, such as which services are most availed, which services take the maximum average time or minimum average time, etc. Such data is very helpful in understanding customer behavior and their demand. Furthermore, the queuing system can also measure KPIs for the employees such as how much customers are being served by any employee on average. How employees are performing during rush hours? How much gap or break an employee is taking during finishing one customer and the next customer calling, etc. This data helps the management to understand the employee performance and their behavior which could be very helpful in arranging training or for other HR activities.

Queuing System Feature 9. Integration with other Systems

The queuing systems are built with very flexible technology and can easily be integrated with third-party systems, corporate tools, enterprise solutions, and other systems via secure web apps or APIs. This integration is very helpful in automating many processes which can reduce the wait time and service delivery time to improve the customer journey and customer experience. Furthermore, the queue management system can also fetch data from various other systems to their interfaces and vice versa. The integration makes way for a lot many advanced features as well, for example, integration with online customer portals, smartphone applications, online booking and appointment systems, ERP, SAP, and many more.

Queuing System Feature 10. Easy Upgrade and Future Scalability

Another very basic feature of any queuing system that you should be looking for is its capability to easily upgrade and expand or future scalability. This is very important. As we have noticed that most of the time businesses expand, once they install a queuing system in one branch, they might want to install it to another branch or maybe all of them. Usually in Dubai and all across of UAE businesses first start with installing such solutions in a few branches then they keep expanding them to other branches. This is cost-effective and it also gives businesses enough room to improve the solution. The queue management systems should be able to keep up with the ever-changing trends, the capability to upgrade, and future scalability should not be very difficult and very expensive. This is what each business should clearly discuss with the supplier before starting the project.

Read More: What is Queue Management System?

Conclusion

The Dubai and other emirates of UAE are all highly advanced and technologically developed societies. The economy of UAE is huge and is very promising for new investors, which means a lot of competition, the competition is always good for the customers and consumers and it indicates a healthy market. Like any other developed nation, the customers in UAE have very high expectations and are very demanding. This further increases the importance of customer satisfaction and customer happiness. A queue management system is a great tool for customer experience and customer journey management. The purpose of writing about the 10 basic features of a queuing system was to provide our audience and customers with a detailed guide on the basic queue management setup and how a business can benefit from the queue management systems.

Although there are so many different types of queuing systems, however, the basic remains the same and the understanding of basic features and their benefits is very important for businesses in order to choose an appropriate solution for them. It is always better to seek advice from a professional queue management system provider such as RSI Concepts. We are specialized in customized queue management systems and customer satisfaction solutions. We are helping businesses and organizations in transforming their customer journey and ensuring steady growth by improving customer loyalty, customer satisfaction, and increased conversion rate. If you are looking for a queue management system or want to learn more, please feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get back to you soon.

Check out this: What are advance components of Queue Management System?

June 16, 2021

What are advance components of Queue Management System?

Before we discuss what are the advanced components of a queue management system? Let me first explain why a queue management system is so vital for your business! The main objective of a queue management system is to let businesses streamline the customer flow to improve customer experience and to be able to serve more customers per day by each server/agent. It helps effectively managing the customer flow and queues which results in a reduction in wait time and ensures quicker service delivery. Any digital queuing solution would be very helpful for the staff and the servers/agents in improving their work efficiency as well. As the queues and the customer, flow is automatically managed by the queue management system so the servers/agents can easily focus on their prime tasks which will not only reduce the service delivery time but will also significantly improve the service quality and customer journey.

The customer journey can be automated entirely and the queue management system is also helpful in expediting the service delivery process. This helps businesses in building better relationships with their customers and visitors and it portrays a positive image of the brand as well. The positive brand reputation attracts more customers and visitors and it also helps improving conversion rates of all sorts of marketing efforts. However, there are so many different types of queue management systems advertised in the market especially in Dubai, UAE. This raises the question of which queue management system you should choose. The simple answer is to first understand the queue management system and its components then decide for yourself which solution would work for you.

There are so many advanced components of queue management systems available in the market. You should be able to choose according to your needs. That is why we are writing this blog to let our audience and customers easily understand the latest advancements in queue management systems.

How does a Queue Management System work?

A queue management system is a combination of software and hardware tools designed to help businesses effectively managing the customer flow. Its primary objectives include customer experience and customer journey, automated customer flow management, improved employee work efficiency, improved service delivery, and service quality, higher productivity, and profitability for the business. The working of a queue management system is very simple. The customers and visitors start with a signing up process, which is usually selecting the required service from an interactive touch screen kiosk and then printing their tickets for the queue. Then they are directed to the waiting room, where they can monitor the queuing status on digital screens and they are also notified by the audio announcements. Once their turn comes they can visit the designated counter/server to avail the service and that is it. Sometimes businesses also provide an option to submit feedback before leaving the premises.

Any queue management system consists of two major parts, software, and hardware. The software has its own list of modules and components, the hardware also has the same list. As the technology used to make the queue management systems is very widely available so the peripherals and accessories are also widely available. There is literally no limit to innovation in this market. Since around a decade ago so many big multinational manufacturers invested in the industry, then there has been millions upon millions of dollars had been invested only in R&D. This makes the industry very modern and innovative. However in Dubai and other parts of UAE, a certain market behavior or culture is established, so we will going to talk about only the popular components of the queue management system in our country and also in the gulf region.

Here are the advanced components of the queue management system:

What is a Queue Management System Software?

A Queue Management System Software is basically a server-side application that runs on the server and provides a different interface to interact with the system. In Dubai and other emirates of UAE, the most common type is the web-based interfaces for the agents/server and for the administration. For the visitors and customers usually, a touch screen interactive kiosk is used. However, these days other interfaces or methods are also used to interact with the customers and visitors.

Here are the details of some most popular advanced software component:

Customer/Visitor Interface via Self Service Interactive Kiosk

The customers and visitors can interact with the queue management system using an interactive touch screen self-service kiosk. The interface allows the customers to select the required service from the list of all available services and then automatically sign them up for the queue. The kiosk also prints a ticket bearing the queue number and some other basic information.

Queuing Information and Announcements

The digital screens and signage are used to display the current queuing information. These signage and displays are placed in strategic locations where everyone in the waiting area can view them. In Dubai and UAE mostly the information of the current tickets under process on each counter is displayed along with the next ticket number and estimated time along with some other information such as an advert or multimedia content is played to keep the customers and visitors engaged.

Agents/Servers Interface

The agent/server’s interface is mostly a web-based application that can be easily accessed from the computer browser. The agents can perform basic tasks such as customer calls, canceling or updating a ticket number or rerouting any ticket to a different counter, etc.

In some advanced configurations, much more can be done by integrating the queue management system with various other enterprise software and tools. This not only saves a lot of work for the agent/server but also expedites the service delivery process. The lower time for each service delivery results in happy customers and improved efficiency of the staff.

Administrative Dashboard or Control Panel

The administrative dashboard or control panel is the interface for the management, such as branch managers, supervisors, and/or head office management. The management can not only manage various processes but it can also extract valuable business intelligence in the form of statistical data, KPIs, system usage data, customer/visitor feedback, and customized reports in different formats. Regular automated reports can also be configured such as daily reports, weekly and/or monthly along with performance reports for the branch, particular service, agents, and so on. It entirely depends upon the business itself.

The administrative dashboard also allows the management to customize the customer journey, set and create policies, manage other system users and allow access by creating workflows and administrative hierarchies. All the branches can be monitored and controlled through the head office remotely. The head office can extract the data and prepare the reports from any branch. All the data is being updated in real-time, the live stats and monitoring are also available in some modern systems.

Virtual Queuing Module

Virtual Queuing is one of the modern forms of queue management systems. It enables the businesses to let their customer and visitors sign up for the queue before even physically arriving at the branch. The concept is that the customer and visitors can sign up for the queue remotely and then at the very exact time when their turn came they can arrive and get served immediately without even waiting in an actual queue. The system signs them up for a virtual queue and they can either plan their visit accordingly to reach at their estimated turn time or either they can wait outside. Very effective when your branch or office is located in a commercial area or near to recreational activities. It also helps to maintain social distancing. The customers and visitors can easily sign up using their smartphone applications, SMS, email, phone call, online customer portals, websites, etc.

Social Distancing Enabled Queue Management System

As we all know these days the social distancing, health and hygiene is the top concern of everyone, and social distancing is mandatory. Businesses are allocating more recourses to ensure social distancing and implementation of the government-suggested precautions. A queue management system with social distancing mode enabled could be a great help to strictly implementing the social distancing rules and it also helps to avoid the extra expense of allocation of additional resources just to maintain social distancing. The social distancing mode supports various different types of virtual queuing sign-up methods. The most popular method in Dubai and all across the UAE is signing up with a QR Code, which is usually posted outside of the entrance.

Queue Management System Integration

Modern-day Queue Management Systems also allow integration with other enterprise solutions and systems as well. The main objective is to make the queue management system more useful but integrating it with other databases and information centers. This also allows more superior customized features and a lot of other benefits including centralized management as well. The KPIs, stats, and reporting data can be linked to other systems, such as ERP or Intranet, or any other enterprise tool. The integration is very simple via secure web services or APIs. The queue system can also fetch data from any other system via APIs. For example, in order to identify the premium or VIP customers the business can set up an Emirates ID card scanner to identify the priority customers to route them to their designated counters and more such things.

Read More: What is Queue Management System?

Queue Management System Hardware

The queue management system hardware includes all the related hardware to support software functionalities. In Dubai and other parts of UAE, in fact, in the entire MENA region, the practice is to use some standard components. For example, the self-service interactive kiosk is used for sign-up. The digital signage and the screens are used to display queuing information along with media and content. The counter plates are used to mark the counters and the audio announcement system is for the customer call.

Here are the details of some most popular hardware component:

Interactive Kiosk or Ticket Dispensing Machine

An interactive kiosk or ticket dispensing machine is a very basic component, however, these days the touch screen interfaces are used to improve service delivery as well. For example, if you are a priority customer, or a premium customer, or just an ordinary customer or visitor, you can either scan your Emirates ID or any other mode to identify yourself to the system then the system automatically puts you on your respective queue. Furthermore, the Interactive Kiosk or Ticket Dispensing machines are also used to display the list of all the services along with a few other options which are designed to help to improve the customer flow and customer journey.

Digital Signage and Display Screens

Digital signage is traditionally used to display the queuing information and feeds. The information contains mainly the list of all the active queues and the counters along with the ticket number that is currently being served. However, the advanced queue management systems also include a digital signage module that allows the management to play multimedia content on those large displays. The content could be the adverts or any video or animation which keeps the customers and visitors engaged while they are waiting. As these screens also contain the queuing information so almost everyone looks at them and the content or information playing along with that could also be very helpful in reducing the stress of waiting. This improves the customer experience as well as provides a free marketing opportunity.

Customer Feedback System

The customer feedback system is not a new thing, however, integrating it with the queue management system is fairly a new phenomenon. Businesses can benefit a lot from this. Generally, the customer feedback system includes a small tablet stand, touch screen, or a kiosk, which provides an opportunity to easily submit feedback. The software of the feedback system is linked with the queue management system and if the business is already identifying their customers, the queue management system can automatically link the feedback submitted from that particular counter by matching the ticket number and the time of service. Such feedbacks could be very helpful in making future decisions and building strategies to further enhance the customer journey and customer experience.

Advance Hardware Accessories for Queue Management System

The queue management systems are built with very widely used technologies. The server-side application can easily be customized and integrated with tons of software and hardware accessories or extensions. The client-side or the customer interaction which starts with the interactive touch screen kiosk or ticket dispensing machine is also built using native applications or web-based interface. In both cases, the actual machine is either running on Windows or Linux operating system. In Dubai and UAE, almost 99% of the time windows-based systems are used. This makes the integration fairly simpler and easier.

Here are some most commonly used hardware accessories for queue management systems:

Emirates ID Card Scanner or Reader

The Emirates ID Card is our national identity card here in UAE. As the UAE government is very supportive and adoptive towards digitalization and technologies, the Emirates ID or EID is used for identifications. The method is very simple and takes no time to identify the person. The identification information can be relayed to the queue management system server software where it can be cross-matched to the internal databases and then the same can also be pushed to the agent/server database to make the service delivery shorter and quicker. The queue management system can also detect the person’s status such as VIP or premium customer or ordinary customer and can automatically set priority for them. This method is used to improve the customer journey by directing customers to their respective dedicated counters. This is also used by HR departments to improve various service delivery steps.

Facial Detection & IRIS Scanners

Facial detection is a very great way to identify revisiting visitors and customers. Especially in customer service departments, government departments, and mass transit facilities, immigration, and airports, facial detection is widely used. It is used to identify the customers and visitors and later the same information can be utilized to facilitate a lot of many business processes to expedite the service delivery process and to set the priority according to the status of the customers and visitors. The IRIS technology is fairly new having more government applications especially in contactless immigration or digital immigration, etc. However these days the private sector is also adopting technology to improve their customers’ experience and journey.

Voice Assistant

There are two types of voice assistants widely used. The one is to improve multi-lingual support where the voice recites the predefined messages and phrases to assist the users from the process such as helping them out to identify the required service from the list. This is very popular with queue management systems and self-service kiosks. The second is the human-aided voice assistant in which an actual customer support agent assists the user in using any self-service device upon their request. This has recently been introduced to queue management systems and is only effective when the service delivery is stepped and the relevant counters are located on longer distances such as a vehicle testing facility, or a container port or depot, or such facilities.

Conclusion

The queue management system is a very great tool to improve the customer journey and customer experience. It also helps to reduce the extra cost of managing manual queues and it can significantly improve the efficiency of the server/agents as well. The customer experience is vital for building a positive brand image. A positive brand image ensures more customer retention and higher conversion rates. This is a key to steady growth and greater profitability. These days the queue management systems are going through great innovation and advancements due to technological advancements and new programming techniques. It allows the business and system providers to attain more customizations and greater productivity in all sorts of scenarios and conditions.

The basic queue management system contains only a few basic components that allow effective customer flow management. However, with some advanced software and hardware components a queue management system can literally transform the customer journey and customer experience. It could also be a great source of very accurate business intelligence and statistical data. The remote monitoring and controls also allow the head offices to easily manage and control the entire network.

RSI Concepts is one of the most experienced queue management system providers. Our products are the outcome of more than a decade-long experience and intensive research in the local market. Our diverse clientele, experienced staff, and superior technologies enable us to deliver a highly efficient and productive system with excellent ROI rates. Our customization capabilities and integration with other systems can provide you a greater competitive edge. If you are looking for a reliable, cost-effective, and customized queue management system to meet your specific needs, do reach us out through our Contact Us page or leave a comment in the comment box and we will soon get in touch with you.

Check out this: What are the Basic Components of Queue Management System?

June 7, 2021

What are the Basic Components of Queue Management System?

Queue Management System is a great tool to improve customer experience and staff efficiency. Businesses can significantly reduce the wait time and improve the customer experience by installing a queue management system. As there are so many different types of queuing solutions available in Dubai, UAE, businesses often get confused while acquiring a queue management system. The reason for this blog is to explain the basic system components of a queue management system to let our audience and customers be familiar with the technology and its functions. There are so many different types of queue management systems, some are generic and can be used in almost all sorts of applications. However, some are purpose-made or only made for particular industries. Whatever the case is the core of the system and its components remain the same.

Basic Components of Queue Management System

The two major parts of a queue management system are the software and the hardware. Here is a list of both software and hardware components of a basic queuing system:

Queue Management System Software Components
1. Admin Dashboard
2. Agent Dashboard
3. Customer Interface
4. Data Analytical Engine
5. Reports, Stats& KPIs
Queue Management System Hardware Components
1. Interactive Kiosk/Ticket Dispensing Machine
2. Digital Signage Screens
3. Counter Plates/Screens and Signs
4. Announcement System

Queue Management System Software

A queue management system software is a server-side application with multiple interfaces for each system user. This means that all the computing, logic, and data processing is done on the server. Usually, the interfaces are built as web apps or web-based interfaces. There are different technologies used to build the server-side application. However, the main mechanism and functioning remain the same.

Here are the queue management system software components:

1. Admin Dashboard

The Admin Dashboard is also referred to as back-office or more commonly known in Dubai and UAE as the administrative control panel. This is the main management interface of the system. The management can control various features and configurations from this interface. This panel can also provide real-time monitoring and administrative control of all the connected branches. The administrative hierarchy with access and authentication rights can be allotted using this panel to managers and staff responsible for different operations. New administrative system users can be created and managed through this panel.

2. Agent Dashboard

The agent dashboard is the interface used by the agents and servers. This interface provides all the required information along with the queuing controls and management. A queue management system can be integrated with other internal systems and tools to further expedite the service delivery process. The server or agent dashboard is the interface where all the information can be fetched or can be pushed through as well. Usually, businesses only ask for queuing controls but this is indeed a very useful interface and can be customized to improve the staff efficiency as well as customer experience.

3. Customer Interface

A customer interface is an interface where the customer directly interacts with the queue management system. The core functionality of the customer interface is only to allow customers to sign-up for the queue. In Dubai and other parts of the UAE, we mainly see queue management systems with a ticket dispensing kiosk machine. The interface is usually touch-based with multilingual support. The touch screen kiosks are very good at providing easy interaction. Customers can easily choose the service they want to avail and the QMS will sign them up for the required queue.

4. Data Analytical Engine

The data analytical engine is basically the ability of the software to capture data from multiple interaction points and also data coming from various other inputs. For example in most cases the businesses these days like to integrate a customer feedback system with the queue management system to collect direct customer feedback. The data analytical engine’s responsibility is to process all the incoming data in a predefined way to generate analysis and summaries. This analysis and summaries will be later utilized by the reporting module to generate various types of reports. The data analytical engine is a kind of virtual feature and is not visible for any system user. In fact, it is a background process.

5. Reports, Stats, and KPIs

Once the data has been processed through the data analytical engine, it is ready to process in the form of reports. These reports help the management to understand the performance and progress of various business processes and it help them building future strategies and policies. The queue management system collects various types of system usage information and statistical data which can be utilized in reports. The KPIs or Key Performance Indicators are being used to monitor and measure the performance of the staff as well as of various business processes to easily identify the areas of improvement.

Queue Management System Hardware Components

The hardware part of a queue management system is very simple. It includes basic components that support the software to let various types of interactions with the system. Mainly most of the hardware components are meant for the customers and visitors. The hardware components not only help to manage the customer flow but are also very helpful in improving the customer experience.

Here are the queue management system hardware components:

1. Interactive Kiosk/Ticket Dispensing Machine

The interactive Kiosk or Ticket Dispensing Machine is the very first interaction of the customer or visitor with the queue management system. Usually, touch screen interactive kiosks are being used to serve queuing tickets and let the user sign-up for their required queue. The interactive kiosk is the most widely used hardware, it is very convenient and easy to use. It allows a customer or visitors to navigate to their required service easily by tapping a few buttons on the touch screen. Then it dispenses the ticket for the selected queue/service.

2. Digital Signage Screen

The digital signage screens are large displays placed in certain locations to make them visible for all the customers and visitors inside the premises. The display screens are an essential part of a queue management system as they are being used to display the real-time queuing status and other information. The announcements are also made on these displays. Apart from that these large screens are also used to play content and adverts. This technique helps to reduce the stress of waiting by playing media and displaying constant updates they keep the customers engaged and busy.

3. Counter Plates/Screens and Signs

There are several hardware accessories that can be used with a queue management system however in a basic QMS setup we use only a few accessories such as the counter plates or counter screens and maybe a few digital signs too to routing the customers. It depends upon the service types, premises, and the service delivery process. The counter screens and counter plates are used to mark the counters, the screen can display the ticket number along with the counter number, which is very helpful for customers to easily reach their allotted counter.

4. Announcement System

The announcement system is an essential part of any queue management system. If the waiting area is small and we have enough digital signage screens, the built-in speakers can be used too, else there has to be a dedicated sound system to make audio announcements for customer calls. It is due to the fact that when people are waiting in the waiting area, they might get distracted by several things, such as they are talking, or on the phone or reading or any such thing. Here in Dubai and UAE usually bilingual audio announcement systems are used.

How does a Queue Management System Works?

The process is very simple and easy as the queue management systems are designed to reduce the customer wait and difficulty in availing the service as well as to improve the work efficiency and productivity of the employees as well. The workflow is as follow:

Step 1: Customer or visitor sign up for the queue

Step 2: Customers are requested to wait in the waiting area

Step 3: Customer is being called to arrive at a certain counter

Step 4: The service has been delivered (in case of stepped service, the customer can be directed to the next counter or waiting area accordingly)

Step 5: Customers are being provided with an option to submit feedback before they leave, or they simply left without providing any feedback

This is the customer journey through a queue management system. However, in the background, the queue management system keeps gathering stats and business intelligence too. Which is being transmitted to the management and/or to the head office in real-time. This data captured from different touchpoints and KPIs can be further analyzed and processed to compile actionable reports. The management can utilize these reports to take future decisions and make new policies to improve service delivery processes and also the services. This can help businesses to improve customer experience, customer journey, and customer retention. Which is necessary for steady growth.

Conclusion

The queue management systems are extremely effective and are playing a vital role in many industries. It is important for businesses to understand the actual technology and its operation before opting for any digital queue management system or customer flow management system. Even a very basic queue management system comes with a very powerful software tool and supportive hardware to significantly transform the customer journey and customer experience. The queuing solutions are also very helpful in reducing the workload of the staff and the servers, which can significantly improve their work efficiency. The KPIs, reporting module, and data analytical engine provide great business intelligence. Which can be utilized by the management to identify the areas of improvement and to make future policies and strategies. Customer retention helps improving customer loyalty. If a business has a loyal clientele, it can easily build a strong and positive brand image, which is also very helpful in generating new leads. Positive brand identity also helps improving conversion rates of marketing efforts.

Altogether the benefits of a queue management system are staggering and businesses can gain a lot by only commissioning a very basic queue management system. RSI Concepts is specialized in Queuing Solutions, we have a variety of queue management systems that can provide you a great competitive edge. If you want to request a quote or just need consultation, feel free to reach us out through our Contact Us page or leave a comment below and we will get back to you soon.

Check out this: What is Queue Management System?

May 23, 2021

What is Queue Management? Beginner’s Guide to Queuing Systems

A queue management system is a combination of tools both hardware and software and is being used to effectively manage and monitor the customer flow and to improve the customers’ experience and journey. As technology has advanced rapidly in the past few years so do the queue management systems too. These days there are so many different types of queue management systems some of them are generic and can be installed in all sorts of scenarios and some of them are purpose-made and have very specific utility. The primary objective of a queue management system is enabling the businesses to improve customer satisfaction by offering them a quicker and better customer journey and the secondary objective is to enable the servers/agents to serve more customers in a single shift to preserve resources and to improve productivity and profitability. This blog will be a complete guide to queue management systems for businesses and organizations operating in Dubai, UAE.

The earlier forms of the queue management systems were very simple and only help businesses and organizations to sort out the customers and manage the queues digitally to avoid manual work and problems related to manual management. But these days businesses and organizations want to manage and improve the customer experience from pre-sale or pre-arrival to post-sale or after-sale activities as well. The entire customer journey is managed and transformed to achieve higher customer satisfaction to ensure profitability and growth. Happy customers are the best for business, a happy customer will come back to you, they will tell others about your business and services and their experience. Whereas unhappy customers are very bad for business, they might not return, and they will definitely tell others about their bad experience. This could make a huge difference. Especially in service-based industries, the business’s success is majorly relying on customers’ happiness and satisfaction.

See More: Queue Management System Problems and Solutions in Dubai, UAE

How does a Queue Management System Work?

The basic operation of a queue management system is very simple. It can be defined in a few short steps:

Step 1: Customer or Visitor Arrive at the Business

Step 2: Sign-up for the Queue (usually by getting a ticket)

Step 3: Wait in the waiting area or actual queue till their turn

Step 4: Arrive at the counter when their number came

Step 5: Get the service and leave (happily)

However the queuing process has evolved into multiple different forms, there are so many different queuing approaches that businesses and organizations take to improve their customer experience as per their scenario and strategy or as per the services they are offering.

However, these days there are a lot many different types of queue management systems that basically follow the same principle but the methods could be different. For example, the virtual queue management system enables the customers and visitors to sign-up for the queue even before arriving at the branch via various different means such as call, email, SMS, smartphone application, online via the website, or customer web portals, etc. Moreover, these days QR Code based queue management systems are gaining popularity in the retail sector, customers and visitors can arrive at the retail store or outlet and sign-up by scanning a QR Code and the system provides them with a mobile ticket. All the information, updates and customer call is done using smartphones.

See More: What are the Benefits of Queue Management System using Mobile Apps?

There are so many different methods to achieve the above-mentioned customer flow sequence. There is a wide range of purpose-made queue management systems available too. Mid-size and large businesses, enterprises, and public offices are leaning towards a customized queue management system to have more control over the customer journey. As in Dubai, UAE, and other parts of the GCC as well, the enterprises and businesses are heavily emphasizing adopting good practices to improve the customer journey and customer experience to improve customer satisfaction and customer retention.

What are the Types or Classifications of Different Queuing Modes?

There are basically 4 major classifications or modes of queuing and on the basis of these queuing methods, a business can easily select an appropriate type of queue management system required for their needs. These classifications or types are defined on the basis of the actual infrastructure or setup of the facility, for example, how many counters a business have, how many services are being offered and how single service delivery is done, and so on. I have discussed those types in my previous blog related to queue management system hardware components as well. Here are the classifications or modes of modern queuing:

1. Single Phase Single Channel

This setup means that there is only a single counter or server that can deliver the full service to a single customer at a time. This is the most widely used setup in customer support and customer happiness centers. A customer is only required to arrive at a single counter to get the service or all of the required service. All of the agents and servers are trained to provide all offered services.

2. Multi-Phase Single Channel

This setup indicates a single service delivery requires multiple phases or steps to get completed. A customer will have to go to multiple counters/servers to get a full service done. The topic suggests there would be only one counter for each phase of the service delivery and the customer will move linearly from 1^st step to the last. However, mostly these days there are multiple counters for each step or phase of the service, and the overall customer load is divided among all subsequent counters to reduce wait time.

3. Single Phase Multi-Channel

This business model suggests that there are multiple counters and servers who can cater a single service and the customers are divided among all available counters and can be routed to any available counter and the service will be delivered. This is the most popular scenario among telecom, customer support and service centers and usually, there are multiple services but all counter/server are trained to delivery any service a customer need. Hence a customer will have to reach only one counter to get the full service.

4. Multi-Phase Multi-Channel

This setup is for the services which require multiple counters or a service that can only be delivered through multiple steps and for each step of the service multiple counters and servers are available and the queue management system will automatically divert the traffic to the vacant counter as per the queue to reduce the service delivery time. Such setups are usually common at immigration services, government offices, service providers, and healthcare facilities. Usually, such setup is being used by large corporations, enterprises, government offices, and healthcare facilities.

See More: How an Arabic Version of Queue System can Help Improving Customer Experience?

Some of our customers and audience ask us “How to choose the best queue management system?” Well! That is the reason I have repeated the above classifications in this blog to let them decide which queuing model will work for them.

What are the Basic Components of a Queue Management System?

With the evolution of technology and the market’s trends businesses are focusing on implementing queue management systems that not only help them efficiently manage the customer flow but allow them to completely control the customer journey, improve their monitoring capabilities, introduce new innovations, and gather critical business intelligence. You must be thinking that is a lot for a simple business tool that is meant to streamline customer flow! No, you are wrong, the queue management systems have also evolved and become much more sophisticated and efficient in achieving those goals than ever before. However, the major two parts of a queue management system are the software and the hardware:

Queue Management System Hardware

The Queue Management System hardware is very simple and based on the most widely available technology which is another reason for the cost-effectiveness of the system. Another great advantage of utilizing a widely available technology is the ease of implementation, longevity, and low-cost maintenance. Here is a list of all basic hardware components that form a queue management system:

Ticket Dispensing Kiosk
Counter Displays/Counter Plates
Digital Signage
Audio Visual Announcements
Signboards/Signs or Digital Signs
Stanchions and Belt Barriers

See More: How Virtual Queuing can Change the Business Process?

Although these are just the basic QMS system components required to form a queue management system, however, there is a huge variety of hardware accessories and add-ons that are being utilized to further improve the efficiency of the system and the service delivery mechanisms. In some cases, there are devices such as touch screens and tablets that are being used to collect customer feedback. The interactive kiosk used for ticket dispensing is built with a basic computer in it, and it means that we can install so many other hardware accessories to further improve the customer experience and customer journey.

For example, Emirates ID Card Scanners or Passport Scanners can be used to fetch the basic data for each customer when they will arrive at the counter which will further make the service delivery fast as all the information required would be available for the agents who are serving the customers. This is just an example there are so many other possibilities that can help businesses to improve customer satisfaction and happiness and also allow them for better business intelligence gathering and performance monitoring.

Queue Management System Software

The queue management system software consists of two parts, one is the server-side application which provides an administrative interface and the second part is the agent interface. The agent interface is fairly simpler and provides basic controls and information about the queues and customer flow controls. However, these days, the agent portal can be customized as well as the administrative dashboard. The customization is being offered by almost all major queue management system suppliers in Dubai and all across the UAE. The main reason why businesses and organizations are seeking customization is to further achieve more control over the customer journey, customer flow, and monitoring.

Here are the basic components of the queue management system software:

Queue Management System Server Software
Agent Dashboard
Admin Dashboard
System Integration
Customer Interface (Multi-lingual)
Data Analytical and Reporting

See More: How a KPI Software can help provide better Customer Journey?

Monitoring and Business Intelligence are essential for any business to ensure steady growth and happy customers. Our Queue Management System comes with in-built KPIs (key performance indicators) and very reliable monitoring tools. Furthermore, the system can be customized to provide more in-depth monitoring and data collection. Here I would like to mention that data collection is important but without data analysis and reports in a simple, plain and understandable manners are extremely important for decision making and strategy formation. A queue management system must be capable of analyzing, processing, and presenting the data in actionable reports and desired formats which can help the management to take decisions and to easily identify the areas of improvement. This will help businesses and organizations to take steps and actions to improve the customer experience.

Another great feature of our Queue Management System is that it is very flexible towards integration with other business tools and enterprise solutions. The RSI QMS also supports extended levels of customization which no other queue management system in the market supports. The upgrade and modifications are also cost-effective and relatively easier. These features help the organizations to tap in the data from other systems or centralized information centers and vice versa. A tailor-made queue management system leads to automation and digitalization which results in greater efficiency and productivity of the queue management system.

See More: 10 Reasons to Choose RSI Queue Management System over Other Similar Products

What are the Benefits of a Queue Management System?

A queue management system is very effective and has become an essential part of customer satisfaction strategies these days. The core objective of a queue management system is to resolve the customer flow management-related problem, which helps businesses to enhance the customer experience and to offer a unique and attractive customer journey that results in satisfied customers. Another additional benefit includes monitoring and business intelligence gathering. Collectively all these benefits let the businesses and organizations sustain more customers and increase customer loyalty. Once that is achieved the road to steady growth is quite easy. This is why the businesses are adopting queuing solutions and the queue management system industry is emerging as a rapidly growing industry with huge future potential.

Here are some benefits of having a queue management system:

Reduce Customer Wait Time
Improve Customer’s Waiting Experience
Improve Customer Journey
Achieve total or semi-automation to reduce employee’s workload
Monitor and measure system’s and employee’s performance
Collect Customer Feedback and/or Measure Customer Satisfaction
Improve Business Practices on the basis of analytical data and KPIs
Integrate and Synchronize Data with other Corporate Tools and Systems
Real-time Monitoring, Reporting, Alerts, Notification, and Stats
Integrate Various Hardware to Improve Service Delivery

These are just some of the most common benefits a business can get with a queue management system. With the added benefits of customization and purpose-made queue management systems, businesses can easily achieve the highest productivity.

See More: How Queue Management System Helps to Provide Better Customer Service

Apart from the direct impacts of a queue management system on customer satisfaction and customer happiness, it also helps businesses in improving the factors that contribute to improving customer experience and customer journey. For example, a queue management system is a great aid to the staff and agents/servers who are directly interacting with the customer and visitors. With that additional aid, the employees can easily focus on customer experience and improving service delivery and service quality rather than wasting their energies on manual processes and manually handling the visitors and customers. Less work strain leads to improved morale and working environment which ultimately contributes to improving customer experience and customer satisfaction.

See More: Impacts of Queue Management System on Employee’s KPIs

Conclusion

In a modern-day world for businesses and organizations who are receiving customers and guests to their premises and offices, a queue management system is a great tool to improve the overall environment for both the customers and the employees as well. It provides great support by automation and aiding the employees in handling customer flow. A queue management system can provide basic KPIs (key performance indicators) along with the ability to couple with any Enterprise Performance Management System or Employee Performance Management System to further assist the management with accurate measurement and monitoring of the entire interaction of the brand with its customer. Businesses and organizations can have more control and flexibility to model their unique and attractive customer journey.

Furthermore, a queue management system provides a deep insight into relevant business processes, employee performance, and overall customer experience. The system is capable of gathering comprehensive business insight along with direct customer feedback. In our Queue Management System, the in-built statistical and analytical engine generates a multitude of reports for various levels of the management which let them understand the overall performance immediately. These reports and analytical data also help businesses and organizations to identify the areas of improvement. The business and organizations can have a great opportunity to understand their customers and to take steps to improve their business processes and products and services.

See More: Will the focus be shifted from Queue Management System in future?

With the advantage of technology and added benefits of a queue management system businesses and organizations can easily aim and achieve their targets and objectives. The queuing solutions are very cost-effective. The initial cost is low, the technology is long-lasting, easy to upgrade, easy to repurpose, and ideal for improving customer satisfaction. A satisfied customer will remain loyal to the business. With the marketing efforts and a strong asset of loyal customers, a business or organization can ensure steady growth and greater profitability. RSI Concepts is a leading queue management system provider in Dubai, UAE, and all across the GCC. If you have an inquiry or need any assistance please feel free to reach us out through our Contact Us page or leave a comment below.

Check out this: Mobile Queue Management System’s Impacts on Customer Experience

May 20, 2021

Queue System at Sharjah Children Reading Festival
كيو سيستم لمهرجان الشارقة القرائي للطفل

Sharjah Book Authority is a well knows organization not only in UAE or GCC but globally. The Sharjah Book Authority has hosted some of the world’s largest book fairs and festivals (مهرجانالشارقةالقرائيللطفل) with having millions of visitors from all around the world in just merely more than a week time. If you are a UAE resident, I bet at least once or twice you would have visited the fair or festival (مهرجانالشارقةالقرائيللطفل). That is just amazing how Sharjah Book Authority is succeeded in attracting millions of visitors from all around the world. It is because of their excellent service and experience that they offer for their visitors, customers, and exhibitors.

The story of Sharjah Book Authority goes back to the childhood of His Highness Sheikh Doctor Sultan Bin Mohammed Al-Qasimi, Ruler of Sharjah. He is very enthusiastic and ambitious about knowledge since when he was a kid. At that time his late father, Sheikh Mohammed Bin Saqr Al Qasimi (may God grant him mercy) gave him a golden dagger, and at the age of only 12 His Highness Sheikh Doctor Sultan Bin Mohammed Al-Qasimi, Ruler of Sharjah mortgage that priceless dagger to buy books. It is that enthusiasm, passion, and love for knowledge and books that made his vision true by hosting the world’s largest book fair, in fact, I would like to call it ‘knowledge fair’ in Sharjah. His Highness Sheikh Doctor Sultan Bin Mohammed Al-Qasimi, Ruler of Sharjah is a great scholar, author, and reader and indeed he has provided the opportunity for the entire humanity to follow his footsteps through the Sharjah Book Authority.

The Sharjah Book Authority has acquired RSI Queue Management System (QMS) on rental basis for their 2021 Sharjah Book Festival (كيوسيستملمهرجانالشارقةالقرائيللطفل) a few months ago and now once again RSI Concepts has been given the honor to serve them for the Sharjah Children Reading Festival 2021 (مهرجانالشارقةالقرائيللطفل). The festival (مهرجانالشارقةالقرائيللطفل) is a huge event for not only kids but for the entire family. The purpose is to promote reading habits among the youngsters and kids. The festival hosts a wide range of activities such as workshops, cooking shows, and a huge number of creative and cultural appeal.

Indeed it is an oasis of knowledge and happiness in the middle of the desert of Arabia. Handling such a huge number of visitors and managing all the operations was not an easy task, the Sharjah Book Authority is recognized for its excellent capabilities to host such events every year with a flawless experience for the visitors, guests, and exhibitors. Thanks to the excellent planning and a remarkable utilization of modern technologies. For certain operations, a need for a super-efficient Queue Management System arises, RSI Concepts was being contacted to provide a complete customer flow management and queuing solution (كيوسيستملمهرجانالشارقةالقرائيللطفل) on rental bases during the duration of the event.

In order to maintain and manage the festival (مهرجانالشارقةالقرائيللطفل) and its operations, the Sharjah Book Authority team sets up a temporary office inside the premises of the Sharjah Expo Center, which is one of the largest expo centers of its kind. The queue management system (كيوسيستملمهرجانالشارقةالقرائيللطفل) was required to facilitate and manage a huge number of daily guests and customers. The purpose of the queue management system is to improve the visitor and customer experience along with reducing the workload of the staff to let them entertain more customers. The RSI Queue Management System consists of ticket dispensing interactive self-service kiosks, an announcement system, counter plates, and a set of digital signage. The software is specifically designed to improve service delivery time and to reduce the agent’s workload by managing the customer flow, reducing the wait time, and improving the operational capabilities of the serving staff. Our Queue Management System helps the management to improve the customer journey and their overall work efficiency.

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

“It was a great honor to once again being called to serve such a huge event. The number of guests, visitors, and exhibitors is staggering. Our queue management system was never before tested to accommodate such a huge size of operation. Thankfully the system performed excellently. Due to our past experience and understanding of the requirements, we were being able to deliver the results according to the expectations of the Sharjah Book Authority. We are very thankful to the management and staff of Sharjah Book Authority for their exceptional support and cooperation.”

It is another proof of our superior quality services that huge organizations and enterprises such as the Sharjah Book Authority entrusted our the second time to provide our systems and services for such a mega event (مهرجانالشارقةالقرائيللطفل). At RSI Concepts we value quality over anything else, we are always willing to go the extra mile to fulfill the needs of our customers and to make them happy and satisfied.

Check out this: Sharjah Customs acquires QMS from RSI Concepts

May 11, 2021

How an Arabic Version of Queue System can Help Improving Customer Experience?

The customer experience and customer happiness are a key to success for a business. Here in Dubai, UAE the market is competitive and customer’s expectations are very high, which makes it even more important to ensure an excellent customer experience if a business wants to compete and grow. A good customer experience makes your customers and visitors happy and satisfied with your brand. Happy customers are more likely to endorse your business and services to others. Word of mouth and online endorsements or social media recommendations are very important for improving your brand identity. If a brand is renowned for its positive reputation, it will attract more customers, and the sales and conversion rate will be improved too. Customer loyalty and customer retention will tag along to help you achieve your business goals and objectives.

There are tons of factors that form up or directly or indirectly have an impact on the customer experience. We keep posting content on these topics, here in this blog we will particularly discuss the importance and positive effects of having a Queue Management System compatible with the Arabic language or with multi-lingual support in Dubai, UAE.

See More: What are the Different Types of Queue Management System?

What is Customer Experience?

The customer experience or CX is the entire customer journey and all of the interaction point that a customer has with the business or organization while availing a service. For some businesses there is only a one-time purchase in some cases there is a service availed repeatedly, some businesses sell products only and some rely on digital services only, no matter whatever the case is, the ‘customer experience’ will be simply defined as the entire interaction of a customer with a brand from the first interaction to the businesses getting paid or the task that is required by a customer is executed. The customer experience not only includes the customer journey, or customer wait time, or service delivery time, but it also includes the agent’s behavior, quality of service and products, any other physical or digital aspect which could have any impact on the customer will come under the customer experience.

See More: Sharjah Customs acquires QMS from RSI Concepts.

How an Arabic Version of Queue Management System can Improve Customer Experience?

As we all know UAE is an Arab nation, there are so many ex-pats who are from other Arab countries and there is also a huge number of ex-pat communities who understand and speak Arabic very well. In fact, there is a large ex-pat population who only speak or understand either their native language or either Arabic and are not much familiar with English. That is why having a Queue Management System with the Arabic language can really help to improve the customer experience. It always has a pleasant impact if you hear or read the information in your own language or the language that you can easily understand. If the customer is not familiar with the queue management system language, they might fail to respond to the announcements, or they might end up selecting the wrong option from the sign-up process, and so on. Due to the language a lot many things could go wrong which will definitely result in unhappy customers and poor customer experience. However, the Arabic language interface which includes the Arabic sign-up process, Arabic audio-visual announcements, and lives queuing feeds in the Arabic language could have a very pleasant effect on customer experience.

See More: How Virtual Queuing can Change the Business Process?

Conclusion

Queue Management Systems are widely used to manage and improve customer experience. In Dubai, UAE businesses are very up-to-date and completely understand the importance of a good customer experience. That is the reason most of the businesses and especially service-based industries and relevant sectors are heavily relying on queue management systems for customer flow management and customer experience at the branch. A very crucial and important aspect of any queuing solution is that it provides a very simplified customer interaction and quicker service delivery. For that the customer directly interacts with the queue management system, if the system provides multi-lingual support it further improves the customer experience.

In Dubai, UAE, and in fact entire GCC, the native language is Arabic, a huge number of Arabic language speaking ex-pats are residing here and a huge number of Non-Arab ex-pats are there who happen to be more familiar with the Arabic language than the English. This is why having an Arabic version of a queuing system can provide a great customer experience and ensures customer satisfaction. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you need a queuing solution or if you need help to improve customer experience, feel free to reach us out through our Contact Us page or leave a comment in the comment box below.

Check out this: Mobile Queue Management System’s Impacts on Customer Experience

May 11, 2021

Software vs Web Development – what is the difference?

From a developer perspective, Software Development and Web Development seem almost similar but there is a huge difference when it comes to the user of the application and the needs of the business. Technology has been changing businesses, markets, customers, and whatever comes its the way. Especially in Dubai, UAE the technology is more integrated into our professional and personal daily life. Generally, for a non-technical person, the technology is quite confusing and difficult to understand however with the development of new technologies and so many latest innovation a person who is operating in one sector of the technology might be completely naive about the other sector(s) of the industry. The same is the case with software development and web development, often people who work within the industry or closely with the industry are aware of the differences between the two, for the rest of us, both look the same! The main thing why for a casual person the software development and web development look the same is because in both there is a lot of programming and coding is involved, so people often think both would be the same. However, software development requires a completely different skill set, knowledge and requires completely different programming languages than that of a website. In this blog, we will discuss software development and web development in detail.

What is Software Development?

Software development is developing a computer program that is intended to run on a certain platform/machine and is expected to return certain results or perform certain tasks. There are tons of software we daily use either directly or indirectly. For example the Outlook we use to check email or Photoshop for editing family photos, or even a media player on our laptop is computer software. Smartphone applications such as Instagram, Snapchat, and Whatsapp are software. However, web apps such as Facebook, Google, etc are websites.

Who are Software Developers?

The software developer are IT professional who possess certain technical skills which enable them to write source code to build software. The software developers produce tools for desktop computers and laptops, they build smartphone applications and games for different platforms and consoles.

What Skills are required to develop Software?

There are certain skills that are required from a software developer. The educational background should be in IT and then the software developers can choose various subjects to direct their career to a particular field such as software development or web development. Here are a few important skills that a software developer should have:

Data Structure
Programming Languages
Critical Thinking
Problem Solving
Relevant Technical Skills (Tools and Techniques)
Security

These are just some general skills a software developer must-have.

How Software are Developed?

There is a basic software development method. This starts with identifying the need for the software, this is the very basic thing, why do we need software? Once the objective and expectations of the software are defined, then the next step is to select the appropriate technology for the software and define the platforms where the software can be used. Here is a short summary of the software development process:

Identify the Problem and Need
Define the Objectives and Expectations
Choose Technology
Software Development
Testing (on all compatible platforms)
Launch/Deployment

This is the basic process of software development. There could be more intermediary processes, but overall the process is the same. The software is developed for different platforms, different environments, and different applications. For example, some software is developed for only PCs and Laptops, some are developed for servers, some are developed for electronics devices, some for special purpose computers and servers and so many more. There are tons of software applications, ranging from our refrigerator to electric cars and everything in between. The software is covering almost and every aspect of our lives.

What is Web Development?

Web development is basically just developing websites. It may also involve small web apps or interactive tools, but majorly the focus in web development is to achieve certain objectives by providing interaction to the user. These days the websites are considered a necessity for any business or organization. ECommerce is also gaining popularity, the consumers are turning towards the internet. Large enterprises and businesses are providing digitalizing their services and mostly providing their services through websites. For example, there are a lot many government ministries that are offering services online through websites and mobile apps, the healthcare, the real estate, and hospitality industry are also taking advantage of the website revolution.

See More: How to Turn Website into a Lead Generation Machine

Who are Web Developers?

Web developers are a group of professionals having a variety of skills and experience in different fields that combined to form a website experience. The web developer develops websites for businesses and organizations with different needs and requirements, for example, online appointment booking, customer portal, online registration, etc.

See More: New website of Ajman Bank by RSI Concepts

What Skills are required to develop a Website?

Web developers are generally a team or a bunch of people who everyone possesses different skills, and everyone is responsible for a different aspect of the website. The graphics and user interface designs require different technical background and skills, the programing and source code requires an entirely different set of skills and expertise. Usually, a professional web developer is well-versed with both types of skills and can handle the entire website single-handedly. But for medium size or larger websites, only specialized personals should do the respective work. Here are a few skills that are a must for a web developer:

Marketing and Analytical Skills
UX/UI Designing
Graphics Designing
Programming Languages
Relevant Technical Skills (Tools and Techniques)
Security

These are just a few important skills that a web developer should have to be able to develop websites.

How Websites are developed?

Web development is a simple and very straightforward process. It starts like any other IT project with a brief requirement gathering. Once the project scope is defined and the website’s basic information is collected, then a wireframe is being provided to the customer. The wireframe is basically the blueprint of the website, and then the full-on development begins. The web development process consists of different steps here is a list of the steps generally followed in the web development industry in Dubai, UAE:

Requirement Gathering
Define Website Scope
1. Compatible Devices (Laptops, Smartphones, Web Browsers, etc)
2. Compatible Languages (English, Arabic, etc)
3. Static or Dynamic
Web Designing Phase
1. Wireframe
2. Mockups
3. Design (Ux/Ui)
Web Development Phase
Testing
Launch

These are the steps of a basic web development project execution. There are many other intermediary steps and phases which depend on the scope and magnitude of the website. The websites are developed for different objectives and purposes. Mainly the objective is the marketing and online presence. The websites are also made for other purposes such as for customers, or for students, or for information, etc. There are hundreds of different types and categories of websites are there. No matter what kind of website it is the basic process is the same as I have mentioned above.

See More: Why a Website is the First Impression of a Company?

The Difference between Software Development & Web Development!

The major difference between software development and web development is that both are entirely different technologies, with different objectives and completely different audiences or users. The websites are for the masses and are a good communication tool. Businesses and organizations can utilize websites to communicate with their audiences, however, the software is not for communication but they are to perform certain tasks. The websites are mostly a public domain while the software could be private, exclusive, and personalized and are used to improve the efficiency and productivity of business processes and routine tasks. For example, a queue management system is used to streamline the customer flow, and HRMS (human resource management system) is used to improve HR department, production management tools, accounting software, and many more have different applications and are used for different objectives.

See More : Website Design for Schools and Colleges

Why People Often Think Software and Web Development are same?

Well, most of the time a casual person thinks that software development and web development both are the same things. But that is not true, although there are some similarities, for example, both require programming and coding, both require interactive graphics and user interfaces, etc. But in terms of technology both are totally different. One can say there are certain occasions or scenarios when software development and web development intersect each other. For example, there are tons of corporate and business software that provide a web-based user interface, which means the user can interact and operate this software through a web interface via a web browser like they are browsing a normal website. Similarly, there is a certain website that provides online software and such apps that allow a user to perform a software function via a web browser through a web interface. The web interface is basically a website, but in the backend different software are operating and different processes are going on. That is why for a causal person the differentiation between software development and web development is not easy.

See More: Importance of Custom Software Development in Dubai

Software Development, Web Development, Cloud, and IoT!

Cloud is what even further lightens the line dividing the software development and web development. As the cloud is capable of providing a lot many tools, software, and application through a web-based interface which further confuses ordinary people to think the websites and software development are the same. But the huge difference is that software development is not only limited to general applications and business tools, in fact, but those are also just a small part of the entire software development industry. For example, the software is everywhere, wherever a microchip is used, or a digital function is used there is software running behind. With the advancements and progress in the field of IoT (Internet of Things), we will further notice smart gadgets and home appliances that all would be running on some kind of software, even the wristwatch you might be wearing right now contains a tiny computer and a tiny software in it. That is how big the software development industry is and that is how it dominates the web development industry.

See More: What should I have on my website of an interior design company?

Conclusion

Software development and web development are completely different from each other. The software developers and the web developers are required to have different skills and different expertise. The software development and the web development processes are majorly different than each other. The application and objectives are different. For example, the websites are mainly for marketing purposes and to offer digital services and online services. However, the software is for entirely different audiences and for different applications. The software development industry is very huge compared to the web development industry. The software is being used everywhere, from our wristwatch to electric cars and satellites everything is running on software. Businesses and enterprises are heavily relying on customized software solutions these days.

Although both are entirely different but still most of the time a casual person might think that software development and web development are the same. It is due to the fact that mostly the corporate tools and the commercial solutions that we use on daily basis are interacting using a web-based user interface that is being accessed from a web browser which is why for most ordinary person a software might also look similar to a website. RSI Concepts is a professional custom software development agency in Dubai and we are also offering premium web design Dubai services for more than a decade now. If you need a quote or want to discuss or consult with us, please feel free to reach us out through our Contact Us page or leave a comment in the comment box below.

Check out this: What is the Difference in Website Design and Development?

May 11, 2021

Customer Experience Improvement with Mobile Queue Management System

Can customer journey be improved with Mobile Queue Management System? Yes, of course, it can! Whenever a business or organization is getting customers and visitors to their premises, the very first challenge arises is to manage the customer flow and the queue. The next and even bigger challenge is to provide an excellent customer experience to attain maximum customer satisfaction. Earlier the queues were managed manually, the customer flow was poorly controlled hence causes a lot many issues. The wait time was too much, the customers were not happy and even sometimes the customers and visitors could get annoyed enough to leave the queue without being getting the service. This entire scenario was responsible for a huge chunk of loss. However, with the rise of digital queuing solutions, all those problems are solved. A queue management system not just solve the problems, it is capable of improving the entire business process along with providing a facility to monitor different variables of the entire business process and collect valuable business intelligence which could later help the businesses and organizations to make improvements and plan a better strategy.

The queue management systems are a great way to tackle a lot of routine problems a business faces. For the customers to it is a very unpleasant exercise to wait in long queues to get a service. The wait time has a very negative impact on the mood and emotions of the customers or visitors. This effect can be monitored and measured at the counter during the service delivery. Most of the time when a customer is already unhappy for waiting for too long in unmanaged queues, they are also less cooperative and less understanding to the agents. However, when a customer is coming immediately or after a few minutes of waiting they appear very happy, more cooperative with the agents and server staff, and more understanding. Customer happiness plays a vital role in business growth and success. As the smartphone has become a very important part of our daily life, so businesses have started utilizing mobile phones and mobile applications-based solutions for better communications and services. Hence a mobile queue management system has been introduced. The mobile queue management system involves mobile phones to offer certain services in a certain way which significantly improves customer experience and customer journey.

What is a Mobile Queue Management System?

Before we start talking about the impact of the mobile queue management system on customer experience and customer journey it is important to understand what is a Mobile Queue Management System? A simple definition is that a queue management system that allows interaction through smartphone apps or mobile devices by any means. A mobile queue management system includes a standard queue management system with some advanced features to support mobile queuing. Mobile queuing usually involves Smartphone Applications, QR codes, SMS, etc. The customer can sign-up remotely from anywhere and should arrive at the office or branch at the time of their turn. The customers and visitors can also be notified about their turn, or status of the ongoing queues, and much more. This is how the mobile queue management system works.

How Mobile Queue Management System impacts Customer Experience?

The customer experience and customer journey is a very critical and crucial matter for a business. These days in Dubai, UAE when the competition is higher and the market trends are continuously changing, the importance of providing a great customer experience is at an all-time high. A good customer experience results in a great brand reputation and helps businesses in customer retention and significantly improve customer loyalty. One of the biggest contributors to the bad customer experience is the wait time, long wait time can completely negate all your other efforts to improve the customer experience. That is why most businesses are pouring resources to reduce wait time. Efforts are also made to improve customer experience during the wait time to minimize the stress of waiting. However, the concept of completely eliminating the wait time was like a dream a few years ago. And now it is reality, the mobile queue management systems are not only capable of completely eliminate the in-premises wait time but they are also equipped with various tools to further enhance the customer experience and interaction with the brand.

These all aspects of customer experience can be significantly improved with the mobile queue management system:

Remote Sign-up

With mobile queue management system allow your customers and visitors to sign-up for the queue even before arriving at the premises. This is a great feature to facilitate your customers, as most of the time someone is coming to an office or service center and they could get late due to traffic or any other reason and this could cause stress if remote sign-up is provided they could simply sign-up using the smartphone application without any worry of getting late or anything.

Reduce Wait Time

Wait time is the most important factor in customer experience. Longer wait time can hugely impact your customer experience. No one likes to wait for long to avail a service, no one is happily waiting in long queues. This is human nature, the first thing that we start experiencing while waiting is boredom, then we start getting annoyed, then irritated and even some customers can get angry as well. Which completely ruins the customer experience. With a mobile queue management system, the wait time can be literally reduced to zero. As the remote sign-up allows the customers and visitors to sign-up remotely so they can choose to arrive only when their turn came.

Provide Real-time Updates

The mobile queue management system’s smartphone application can provide real-time updates and status reports of the branch and queue activities along with customer’s estimated time to turn, etc. Another big advantage of mobile applications is that the customer can have a more personalized experience. All the information can be pushed in real-time. The accouchements and other communication are extremely easy for the management. The users feel very pleased by getting all the required information on their mobile screen, this improves the customer experience and customer journey.

See More : Benefits of Virtual Queue Management System

Instant Notification and Announcements

The mobile queue management system’s smartphone application can notify the customer via push notifications, alerts, emails, SMS, audio alerts, etc. The customer can get notifications for each and every customer flow for the last ten customers, or the customer can set a notification like 3 or 4 people prior to their turn, or even the customer can set notification around 30 minutes or 15 minutes or any time period prior to their estimated turn time. The customers can also set SMS alerts or email alerts or in-app notifications as per their convenience which further enhances the customer interaction with the business and improves their experience.

See More: Impacts of Queue Management System on Employee’s KPIs

Appointments & Bookings

The mobile queue management system provides a detailed statistical data console for the customer’s various forms to let them understand the branch footfall during certain days of the month or week or certain hours of the day. This data will allow the customers to set an appointment for the date and time of their convenience or request to book a visit at a certain time and date of their choice. This not only helps to facilitate the customers but the personalized experience is a great way to improve customer happiness and satisfaction.

See More: How Queue Management System Helps to Provide Better Customer Service

Branch Locator

The branch locator is an excellent tool to improve customer experience with the mobile queue management system. The branch locator tool allows the customers and visitors to search for the nearest branches and offices to their location from the smartphone application. The application not only utilizes the location data to identify the nearest branch location but also allows the user a chance to compare the route to certain branches from their current location, as sometimes the nearest branch could be through the busiest routes and the next branch could be quicker to reach. This feature can greatly improve the customer experience.

See More: How a KPI Software can help provide better Customer Journey?

Customer Feedback

Customer Feedback is a great way to understand what your customers really need and what are their expectations from your brand. When a customer got service from your office or branch, they request to provide their feedback about their experience. It helps you understand the customer experience, customer journey, employee behavior, and much more. The request for customer feedback about their recent experience or visit to a brand help establishing a positive relationship as it gives an impression that the brand cares about their customers and is also eager to improve their experience.

See More: What are the Different Types of Queue Management System?

Targeted Communication

The mobile queue management system’s smartphone application can be utilized as a great platform for more personalized and targeted communication. The customers always expect from a brand that it will care about them and it will treat them as exclusive and important. The personalized communication and targeted marketing build an impression that the brand is exclusively sending these communications for you (customer), and it can really improve their experience and interaction with the brand. It also allows the brand to achieve specific marketing goals.

See More: How Queue Management System can benefit in shipping industry?

Mobile Queue Management System for Non-mobile Visitors

The mobile queue management system is very capable of handling the visitors and customers who are not coming from the smartphone applications or via mobile sign-up. The mobile queue management system seamlessly blends in all the customers and visitors from the mobile application or remote signup with the customers and visitors who are arriving directly to the branch. The priority and other parameters are completely controllable from the administrative dashboard. These features are designed to significantly improve the customer experience.

The digital customer flow management and other controls allow the management and staff to improve the customer flow management for the customers who are directly visiting the branch and don’t have any mobile ticket. The mobile queue management system seamlessly blends both mobile signups and non-mobile signups and manages the queue as per the predefined policies and processes. This maintains a great user experience for all the customers.

See More: Top 8 Benefits of Using Queue Management System

Conclusion

Mobile Queue Management System comes with remote sign-up, smartphone applications, and tons of other features. These features let businesses reduce the wait time and provide innovative facilities to their customers to improve customer experience. The mobile queue management system enables the customers and visitors to sign-up easily from their mobile apps or other convenient methods. The smartphone applications provide real-time updates and live data from the branch which shows all of the current queues and their stats, along with the estimated time to turn and other information that can help the customer to reduce the in-premises wait time to almost none. The queue mobile application also comes with a branch locator which is a great feature to locate branches and compare the ongoing queues or traffic to find out the quickest route to the branch with less active queues. The appointment booking features help the customers and visitors to set an appointment at their convenience. The appointment booking module also provides helpful data and information to help the customer understand the busiest and least busy work hours and days to set an appointment for them or any other way they prefer.

These all are features and functionalities of our mobile queue management system. These features help to improve the customer experience. When a brand offered too many customer-friendly options and makes the process easier and quicker for their customers, the customer will definitely build a positive brand image. Customer experience is a key to long-term success, it helps brands in customer retention, it improves customer loyalty and boosts positive brand identity and it helps to increase the number of new conversions and sales. RSI Concepts is a leading queue management system provider in Dubai, UAE our Mobile Queue Management System is equipped with tons of customer-friendly features along with simple administration and easier system integration with other corporate tools and enterprise databases. Which enables us to innovate our solutions and products. If you need a mobile queue management system or want to discuss a possible solution or upgrade for your business, feel free to reach us out through our Contact Us page or leave us a comment in the comment box below and we will revert back to you soon.

Check out this: How Virtual Queuing can Change the Business Process?

May 9, 2021

How Virtual Queuing can Change the Business Process?

No one likes to wait in long queues. Businesses are losing a huge portion of their sales due to the bad customer experience. Maintaining a good customer experience at the branch, reducing customer wait time, and improving service delivery quality is a great challenge for businesses and organizations not only in Dubai, UAE but all around the world. Virtual queuing is a great tool to achieve higher customer satisfaction and improved customer experience. Virtual queuing also enables organizations and businesses to control the number of active queues of people waiting inside the branch. This also helps businesses to easily implement social distancing. As we all know, social distancing has become a new norm and people’s expectations have also been changed. Now a day’s people expect brands and businesses to ensure higher regulations for health and safety. The virtual queuing solutions can help businesses to create an environment that meets the needs and expectations of their visitors and customers.

Virtual queuing can literally transform the customer journey and customer experience. Happy and satisfied customers help brands improving their brand reputation and gaining positive popularity. Which attracts more customers and also positively influences the prospects to convert. The businesses can easily maintain higher customer retention and higher conversion rates which results in steady growth. It is a saying in the marketing industry that the harm a bad customer experience can do to your brand reputation requires at least ten good customer experiences to restore. This is why customer experience is extremely crucial.

What is Virtual Queuing?

Virtual queuing is a queue managed virtually. The customers can sign-up for the queue virtually without being physically present at the branch. They don’t even have to wait in the physical queues, but instead, the customers and visitors can wait anywhere while virtually present in the queue and their turn will be called like as they were physically present in the queue. This is virtual queuing. Customers are loving it. It reduces the wait time to almost zero and provides freedom to the customers to wait anywhere and sign-up for the queue from anywhere. Brands can gain huge with virtual queuing.

What is a Virtual Queue Management System?

Obviously the virtual queuing can be achieved with an exclusive virtual queue management system. The system is specifically designed to provide features and functionalities that enable businesses and organizations to offer virtual queuing. RSI Queue Management System is equipped with advanced virtual queuing modules and tools along with the regular queuing operation capabilities. The virtual queue management system includes software and hardware tools that enable the system to facilitate virtual queuing. Mostly there are very basic components that are used for virtual queuing. Such as:

QR Codes
Mobile Apps
Web Portal
Calls, SMS & Emails

The rest of the system is similar to the ordinary queue management system with all the basic components such as the ticket dispenser (although mostly it is not required for virtual queuing), digital signage screens, counter display screens, and audiovisual announcements. The basic is the same that is why a virtual queue management system can also be utilized as a normal queue management system along with its additional virtual queue management features.

See More : Benefits of Virtual Queue Management System

How Virtual Queuing Business Process is Different?

In regular or traditional queue management systems people are coming to the branch, taking tickets to sign-up for the queue, and then waiting in the waiting area or long lines to get the service done. The entire process was lengthy and unpleasant for the visitors and customers. The businesses would also have to find ways to reduce the wait time or at least introduce some engagements to reduce the negative effects of the waiting. After a long time in the waiting area or a long queue when the customer was arriving at the counter they were already not in a good mood, any small thing could have easily irritated them which also results in poor customer experience and poor service delivery quality. This also affects the performance and work efficiency of the employees.

However, with virtual queuing the entire business process is transformed to ensure the highest level of customer satisfaction and customer happiness. This not only lets organizations build a positive reputation but also boosts employee efficiency and customer retention, and both these factors plays a critical role in overall business growth. Here is how virtual queuing has changed the business process:

Remote Sign-up

The first and very big change is that the virtual queue management system provides a facility to sign-up remotely for the queue without being physically present on the premises. The remote signups can be done through multiple methods such as:

Email, Call, or SMS
Smartphone Application
Online Customer Portal/Website
QR Code
Appointment Booking

The customer can easily signup using any method and will be provided with a mobile ticket or ticket number.

Virtual Waiting

Virtual queuing have completely transformed the waiting experience. The customer or visitor don’t really have to wait inside the premises, hence there is literally no wait time. The customers or visitors can arrive at the time of their turn and can instantly get the service delivered to them without stating in the queue or waiting in the waiting area. The customer can sign-up for the queue or book the appointment and then they can either wait at their home or in their cars or anywhere they prefer. This has significantly transformed the customer experience, it also improves the service delivery quality and employee efficiency.

See More: Impacts of Queue Management System on Employee’s KPIs

Queue Status and Announcements

Unlike traditional queue management systems, the virtual queue management systems don’t rely only on publishing the real-time feeds and updates on the digital signage, but the virtual queue management system also provides all the information to the customers via their mobile applications, push notifications, online portal, email, and SMS. The customer can receive an SMS sometime prior to their turn and again at the time of their turn the call can be made using multiple methods. The customers and visitors can view all the details and real-time updates from their mobile devices or computers. This also enables them to arrive at the very time of their turn hence no wait time will be required.

The queuing status, customer flow information, announcements, and any other information can be provided to the customer via multiple communication channels. For example, the smartphone application can provide all details on the dedicated screen, the web portal can provide all details, the email, SMS, and push notifications can be used to make announcements, etc. It improves customer experience and customer journey.

See More: How Queue Management System Helps to Provide Better Customer Service

Virtual Queuing also Support Social Distancing

Social distancing has become a new norm. Everyone has accepted the fact that we must comply with the social distancing not only for our safety and health but for others around us too. This is why when you are inviting your customers and visitors to physically visit your branch, you should also meet the needs and demands of your customers and visitors. The social distancing ensures the safety and health of your customers and visitors as well as of the employees. For example at a retail outlet, a QR code-based sign-up can be used, the QR code has to be placed at the entrance of the store. Once the customers arrive at the store and scan the QR Code they can be provided with their mobile or virtual ticket, along with the real-time updated information of the active queues and the overall process in the branch to help the customers and visitors to understand the ongoing activities and expected time to their turn. This further improves the customer experience and customer happiness.

See More: How a KPI Software can help provide better Customer Journey?

Virtual Queue Management System Integration with Other Tools

A traditional queue management system doesn’t require much integration with other tools and systems, in fact, it can operate as a stand-alone system without even requiring any data from any other corporate tool or system. However the virtual queuing involves a lot many different tools and systems such as an online customer portal or a mobile app or an appointment management system, the virtual queue management system should have to be able to connect and integrate with necessary tools and systems. Our virtual queue management system can easily be integrated with existing tools and systems.

For example, the integration with the appointment booking system allows the user to set an appointment utilizing the virtual queue management system’s in-built online appointment management module or web portal, or smartphone app. The QR Code generator module or tool enables the QR Code-based virtual sign-up for the customers through their smartphones. Smartphone applications are widely used and welcomed due to their ease of use and convenience. Businesses are integrating their corporate smartphone application with tons of other tools and systems to achieve higher efficiency. This is why the virtual queue management system should have to able to integrate with other tools and systems to achieve greater functionalities and higher customer satisfaction.

See More: What are the Different Types of Queue Management System?

Virtual Queue Management System Data Collection and Reports

The data collection and reporting module are very vital for gathering valuable business intelligence. The virtual queue management system has fewer touchpoints but larger interactions with the customers. It also provides more flexible communication mediums for the customers. The statistical and system usage data is also collected, the employee performance and overall quality of the entire business process can be measured and monitored. The virtual queue management system has built-in software engine and analytical tool to process all those inputs and generate actionable reports. Following are the few examples of the data that can be collected using the virtual queue management system:

Customer Wait Time
Service Delivery Time and Quality
Customer Happiness and Satisfaction
Customer Retention and Sales
Direct Customer Feedback
Employee Performance
System KPIs (key performance indicators)
System Usage Stats

These are just a few things that can be measured, monitored, and improved using the virtual queue management system. There are a lot may touchpoints that can be monitor for more detailed behavioral data collection for the customers and the employees. Overall a virtual queue management system is a great source of business intelligence. The data and reports can be very helpful to the management in decision making and strategy building. The organizations can effectively and accurately measure the impact of any change in the business process or policy at the customers and business process. These traits show the superiority of the virtual queue management system over other ordinary queuing solutions.

See More: How Queue Management System can benefit in shipping industry?

Conclusion

The virtual queue management system can completely transform the business processes that involves customer flow management and service delivery. The virtual queue and remote sign-up have completely changed the customer flow management process. With the virtual queuing the customers and visitors are not required to be physically present at the premises to sign-up for the queue instead the sign-up can be done remotely via different mediums such as web portal, mobile apps, SMS, email, appointment booking tool and others. The customers can get a mobile ticket and they can wait anywhere or don’t even have to wait at all if they planned their day accordingly and arrive at the branch only when their turn comes, this way the wait time is reduced to almost nothing. Technically the customer don’t have to wait at all at the branch and can get instantly served once they arrive on their turn. This significantly improve the customer experience, customer journey, and employee performance. Satisfied customers and efficient employees ensure a steady business growth.

Apart from that the virtual queue management system can monitor and capture a lot of touchpoints and milestones in the customer journey along with the employee performance indicators. The virtual queue management system has an in-build analytical and statistical software engine to process that data and to generate valuable reports. These reports are very helpful in taking vital decisions and building up future strategies. The virtual queue management system is also very flexible towards integration with other corporate tools and enterprise systems which further enhances its capabilities to improve customer flow management and service delivery time & quality. The virtual queue management system is the ultimate customer experience transformation tool.

RSI Concepts is a leading queue management systems provider in Dubai, UAE. If you need a virtual queuing solution or need help with any kind of queuing needs, feel free to reach us out through our Contact Us page or leave us a comment in the comment box below and we will revert back to you.

Check out this: Top 8 Benefits of Using Queue Management System

May 6, 2021

Sharjah Customs acquires QMS from RSI Concepts

Sharjah Customs is playing its role hugely in contributing to the economy of the emirate by generating revenue from import taxes and duties. The Hamriyah Free Zone is one of the fastest-growing free zones in the entire GCC due to its customer-friendly policies and super-efficient workflow. The department is generating a lot of revenue and is responsible for controlling the goods coming into the country and going out of the country by implementing government policies, regulations and inspections. The customs inspections are usually done for all sorts of items and containers ranging from huge industrial equipment, oil lubricant and gas products, regular cargo, parcels, and everything else. The Sharjah Customs is not only responsible for controlling the movement of goods but it also prevents smuggling, illegal goods transportation, and restricted cargos. Sharjah Customs is continuously adopting new technologies and techniques to improve efficiency and to enhance their customer experience as well.

Recently Sharjah Customs have decided to implement a queue management system at its Hamriyah Free Zone branch. The main objective was to effectively handle the customer flow and improve the customer experience. The RSI queue management system is consists of an interactive kiosk that helps the visitors sign-up for the queue. The queue management system also provides the facility to choose the required service from the kiosk, this helps to optimize the customer journey. Digital signage and large screens have been installed in the waiting area, to provide real-time queuing information. The audiovisual announcements immediately alert the customer about their turn. The real-time updates keep the customers in the waiting area engaged and busy and reduce the effect of waiting. The QMS software comes with two sections, one is the agent dashboard and the other is the admin dashboard and server-side software application.

The agent dashboard allows the server to effectively handle customers and the queue as well. It also allows additional controls for the agents to further manage the queue if required. The QMS server and administrative dashboard or admin control panel is the backend of the queue management software. The admin dashboard allows to view the system usage stats and reporting. The management can download reports and statistical data from the admin dashboard. This data can provide vital business intelligence which can be very helpful in decision making and strategy making to further improve the customer journey and customer experience and to improve employee efficiency.

See More : Mobile Application Development for SEWA by RSI Concepts

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

“Working with such a highly professional team and very supportive management was such a great experience. We have successfully delivered a system that completely fulfills the needs of the Sharjah Customs Hamriyah Free Zone. Our queue management system has significantly reduced the service delivery time and improved customer satisfaction. The UAT was a great success and the results have clearly surpassed the expectations. The management was very pleased and the staff was excited to have the new QMS system. Sharjah Customs is another jewel in our crown of success.”

See More : Sharjah Electricity and Water Authority (SEWA) obtained Digital Authorization System from RSI Concepts

At RSI Concepts we always strive for the best. Thanks to our skilled team and experienced staff, we have gradually improved our Queue Management System over the course of more than a decade. The current QMS system is highly efficient and cost-effective. Indeed Sharjah Customs is such a prestigious government department, getting an endorsement from them is a great achievement. We are proud to have them in our portfolio. We would look forward to having more such ventures in the future with Sharjah Customs.

Check out this: Web Design for Ajman Bank by RSI Concepts

BLOG OF RSI CONCEPTS

Queuing System Feature 1. Organized Queues

Queuing System Feature 2. Easy & Automatic Customer Routing

Queuing System Feature 3. Reduced Wait Time

Queuing System Features 4. Improved Customer Journey & Customer Experience

Queuing System Feature 5. Improved Productivity and Profitability

Queuing System Feature: 6. Customer Engagement and Wait Time Experience

Queuing System Feature: 7. Centralized Management & Real-time Monitoring

Queuing System Feature 8. Reporting, KPIs, and Stats

Queuing System Feature 9. Integration with other Systems

Queuing System Feature 10. Easy Upgrade and Future Scalability

Conclusion

How does a Queue Management System work?

What is a Queue Management System Software?

Customer/Visitor Interface via Self Service Interactive Kiosk

Queuing Information and Announcements

Agents/Servers Interface

Administrative Dashboard or Control Panel

Virtual Queuing Module

Social Distancing Enabled Queue Management System

Queue Management System Integration

Queue Management System Hardware

Interactive Kiosk or Ticket Dispensing Machine

Digital Signage and Display Screens

Customer Feedback System

Advance Hardware Accessories for Queue Management System

Emirates ID Card Scanner or Reader

Facial Detection & IRIS Scanners

Voice Assistant

Conclusion

Basic Components of Queue Management System

Queue Management System Software

1. Admin Dashboard

2. Agent Dashboard

3. Customer Interface

4. Data Analytical Engine

5. Reports, Stats, and KPIs

Queue Management System Hardware Components

1. Interactive Kiosk/Ticket Dispensing Machine

2. Digital Signage Screen

3. Counter Plates/Screens and Signs

4. Announcement System

How does a Queue Management System Works?

Conclusion

How does a Queue Management System Work?

What are the Types or Classifications of Different Queuing Modes?

1. Single Phase Single Channel

2. Multi-Phase Single Channel

3. Single Phase Multi-Channel

4. Multi-Phase Multi-Channel

What are the Basic Components of a Queue Management System?

Queue Management System Hardware

Queue Management System Software

What are the Benefits of a Queue Management System?

Conclusion

What is Customer Experience?

How an Arabic Version of Queue Management System can Improve Customer Experience?

Conclusion

What is Software Development?

Who are Software Developers?

What Skills are required to develop Software?

How Software are Developed?

What is Web Development?

Who are Web Developers?

What Skills are required to develop a Website?

How Websites are developed?

The Difference between Software Development & Web Development!

Why People Often Think Software and Web Development are same?

Software Development, Web Development, Cloud, and IoT!

Conclusion

What is a Mobile Queue Management System?

How Mobile Queue Management System impacts Customer Experience?

Remote Sign-up

Reduce Wait Time

Provide Real-time Updates

Instant Notification and Announcements

Appointments & Bookings

Branch Locator

Customer Feedback

Targeted Communication