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April 15, 2021

Website Design for Schools and Colleges

Web design for schools and colleges could be challenging as these websites are intended for multiple different sets of audiences simultaneously. Each of the audience needs different information and the challenge is all the information for everyone should be easily available and accessible. For example, the prospective students might be interested in the campus-related details, photos, videos, etc. The current students would be interested in their progress reports, class schedules, attendance, etc. The parents might be more interested in the online portal to pay the tuition fee. The lecturer and professors might be interested in announcements, or promotions of their new courses or any such information. Each of these audiences has different preferences, different tasks that they might want to perform and are interested in entirely different types of information. This is what makes the web design very complex for schools and colleges website. This also raises the importance of the web design not only for new conversions but for student/teacher retention also.

Mostly you might have noticed all of the schools’ and colleges’ web designs are somewhat similar to one another, this similarity is very prominent if we talk about the eCommerce web designs in Dubai, UAE. This similarity has an important purpose, each visitor when they land on a website they expect something from it which they might be familiar with or had a past experience about that is the reason all of the eCommerce websites all around the world look somewhat similar. The problem is not with the visitors, and it is not the case that they don’t appreciate the change, but the biggest problem with school and college web design is if you deviate from the expectations of your customers/visitors, and if you deviate too much, the innovative, out of the box, design approach could turn into a marketing disaster. It could completely ruin the customer experience. So our web design has to be focused on providing the required information as well as standing out of the crowd.

Here is some basic instruction for a different section of the school and college website or any other educational institute’s web design:

Homepage

The homepage should be very appealing, you should use a good image/banner slider having up to 5 items on it. The catch here is rather than using general taglines, which are usually not so conclusive, better to use unique sale propositions. That kind of taglines is more appealing and more attractive. The menu and the logo of the institution should have a reasonable size, not so much oversized and not so small either. A medium-size banner slider would be suitable for a school or college website. The content should be designed specifically for the targeted audiences and corresponding sections of the website. Then the lower sections of the homepage should be interconnected and a flow has to be maintained to relate all the information. Sudden huge design changes are a bit confusing for the visitors, try to avoid that, but in case if you have to change the structure from one style to another, then use at least one intermediary section to cool down the transitional effects. This will impact less on user experience and user’s eyes. These are very simple things but when it comes to user behaviour and interaction with the website these minute details can make a huge difference.

About Us Page

Typically all websites have an About Us page, for schools and colleges usually about us page have the same history of the institution, missing and vision statements, senior management and/or faculty and such things. These all things are very important, especially the mission and vision statement. Make sure it is visible and prominent. Do not overdo it but make sure the mission and vision are highlighted. Then another important factor is the board members or senior management who are running the institution’s operations. Apart from board members, you can also enlist the senior faculty members and HODs of different departments. Having a few images of the facility could also help to attract more attention along with the details about the facility and its features. Try to think from the visitor’s point of view and try to differentiate yourself from the others.

Inner Pages

The inner pages can be created or personalized for their exclusive audience. For example, the student pages can have the information required by the students. For the parents and faculty, their respective sections or pages can be designed to provide the information they might be interested in. There are certain pages that are far more important than others in driving more leads. For example, the course page is the most viewed page by the students and their parents while making a decision of admission to any institutions. This page should be given more attention. You should have a good strategy to form a customer journey, which will convert the prospects into leads.

Start with educating the visitors, then provide the list of courses and also mention the value they can add to their career or education. This helps the user to choose the right fit for their requirements. The next and final step is having a great CTA or Call to Action button. As in the case of schools and colleges, the actual sales are done by the admission teams, so the CTA is only required to provide an opportunity for the first interaction with the admission team by providing the contact information of the visitors to the admission office and vice versa. Make sure the visitors are not diverting to a new page after hitting the CTA. It is good to provide a short form on the same page. Similarly, define the purpose of all inner pages and make a strategy to utilize them to achieve your objectives.

Navigation

Every web design strategy is incomplete without a comprehensive understanding and planning of the website navigation. The navigation is the roadmap of all the information that are lying inside the website. Ideally, each and every piece of information a visitor is seeking should be available within a few clicks. The visitors don’t have to search them or look them up on various pages. That is why a menu is always added in any web design. Especially for school and college websites, as multiple audiences are converging on a single landing page which is your homepage so your web design and the navigation should be able to route customers to their corresponding section of the website. The website navigation along with the various web design elements form up a navigational structure, which can be used to form a customer journey. The CTA and call to action should be at easy-to-navigate places along with convincing signals to improve conversion rate.

Content

The content is an extremely important part of a school or college website. As in such websites, mostly the parents, students and visitors are more inclined towards textual content as well. So, use plain and simple language, avoid too much use of technical terminologies and difficult words. Choose pictures, videos and graphics that align with the subject of the page. Do not overuse multimedia content. Provide the downloadable materials too. Use taglines and sales pitches on all prominent pages. Avoid too many details and long boring content, make sure the content is descriptive yet interesting too. The visitor’s engagement is very important. It is extremely important to keep your website content and information up-to-date. The school and college websites must-have news and events sections, make sure these two sections are up-to-date. The blog is a very effective communication channel, make sure your blog is set up properly and categories your blog posts to make the navigations easier.

Dynamic or CMS Based Web Design

As a website for school and college requires continuous updates and section that require regular content posting, it is a must to have a dynamic/CMS based website development. The CMS or content management system is a software tool that enables ordinary (not familiar with programming) people to update the website content and various sections without requiring to update any source code. Without a dynamic website, the schools and colleges will have to hire a full-time web developer or should outsource it to a vendor to support them with their regular content updates and other needs. Hiring a new asset for this purpose is a continuous cost, outsourcing is a bit less costly but not so efficient. These days almost 99% of the new websites developed for commercial use are dynamic and have a CMS to keep the content and media up-to-date.

Responsive

A responsive web design automatically adjusts itself as per the screen size it is being accessed from. As per a lot, many types of research and studies the smartphone internet searches have already surpassed the regular computers and laptops. In Dubai, UAE more than 90% of the residents have access to high-speed internet and they also own a smartphone. In fact, smartphone owner is way too higher than laptop owners. It is very important to have a responsive website to ensure you are not losing the incoming traffic from smartphone and mobile devices. People will search for your school or college website from their smartphones and mobile devices, so make sure you are providing a similar user experience in the mobile phone devices and the desktop or traditional computers.

Search Engine Optimization/SEO and Social Media

Search Engine Optimization is also known as SEO and social media are a very important factor in online conversions. These days the studies suggest most of the purchase decisions are hugely influenced by online information. The search engines are responsible for driving up to 90% of the traffic to a website. Everyone is searching in Google or on Social Media to learn about the brands, and these mediums are very influential. Google and Social Media scan each and every website, there are certain indicators on the website which let them understand the content and objectives of the page, then they direct traffic accordingly to the pages. Having a search engine friendly website helps search engines and various social media pages to index the content of those pages which can later be presented in the search results and people can reach your website from there. This is a great source of generating online traffic which can later be translated to online conversions.

Security and Speed

As websites for schools and colleges usually have various portals such as student’s portal, parent’s portal, faculty or teacher’s portal. These portals may contain sensitive information about the users. It is very important that the web design and website development is done as per the industry standards and security compliances. Security is very important as any data leak or a data breach can completely ruin the reputation of the entire school or college. It is always recommended to follow best industry practices to ensure the highest security. The website page speed is also important. We usually notice that the school and colleges don’t pay much attention to their slow websites, but it is very bad for a brand reputation and also it repels visitors, which could have a negative impact on online sales. The page speed should be optimized by intelligent web design methodologies and good web development practices. A fast loading website always leaves a good impression on the user/visitor.

Conclusion

Website design for school and colleges is very important for maintaining online conversions. A school or college is very different from any other enterprise or business. Actually, the biggest difference is that there are multiple audience groups that are landing on the website and the web design should be able to manage and route all of these different sets of visitors to their customer journey. This slightly differentiates the ordinary web design from a school or college website. The homepage is the most important part, the about us page, inner pages, and other sections all work in harmony to ensure more online conversions. For a school or college having a continuous communication channel with their audience is very curtail, make sure your website would be able to handle that. That is why always dynamic and CMS (content management system) based website is always recommended for schools and colleges. The website security and page speed/loading speed are also very important. The responsiveness, SEO friendliness and social media platforms’ compatibility play a vital role in your online success.

Mostly the institutions don’t pay much attention to their websites. But in reality, a well-crafted web design for a school or college can boost their online sales and conversions and can improve the user experience too. The objective of this blog was to give our visitors a brief understanding of how the web design for school and college works. It is always better to acquire a professional web design Dubai company, such as RSI Concepts. You can reach us out from our Contact Us page or leave us a comment in the comment box below and we will revert back to you soon.

Check this out: What should I have on my website of an interior design company?

April 15, 2021

Employee Performance Management is a small part of Performance Management System

Employee performance management is basically a small part of a performance management system. Most often business does not differentiate between both. In reality, employee performance management is just a module of a very large scale performance management system that measures the KPIs of the entire organization or enterprise. The performance management system not only includes an employee performance management module but it includes a lot many other modules that when put together forms an enterprise performance management system. For example, the performance management system includes the performance of the supply chain, production units, marketing, sales, customer support, customer retention, leads and conversions, revenue and finance, operations, IT and infrastructure, transport and everything else which is a part of the enterprise. However, the employee performance management module only measure and monitor the performance of the employees.

Here are the details of the two tools:

1. Employee Performance Management

The main objectives of employee performance management are to understand the efficiency of the employees, which could be further narrow down to their job roles, projects, behaviour, and much more. There are different KPIs (key performance indicators) that are used to monitor and measure the performance of an employee, team/group, and department. These KPIs will help the business in taking employees related decisions such as promotion, compensations, bonuses, personal development, career development, transfers, and termination. The best approach is to set clear and discrete expectations and goals and then measure the performance and achievements against those expectations. Employee performance management is a part of the enterprise performance management system which is connected with a lot many other enterprise systems and organizational tools to collect data and feedback, then all the inputs are carefully analyzed through a very powerful software engine and at the end, the reports are being generated which are very clear and realistic measurements of the performance of an employee. On the basis of these reports and data, the management can easily take vital decision to improve their overall efficiency and output. The only right person for the right job will be able to produce desired results.

An effective employee performance management includes the followings:

Goals and Expectations

The performance should be measured by the achievements and accomplishments of the employees and the achievements are weighed against the goals. The goals are set as per the expectations, and the expectations are based on the employee role, experience and skills or education. This is how KPI management works. You analyze and weigh the employee then set up expectations and KPIs to measure their performance. The goals and expectations related to KPIs are in fact a set of multiple KPIs:

Project Goals

These goals and related KPIs are based on the employee performance in different projects which are being measured and monitored for a year. There could be multiple projects in a single year or a single project could also last for multiple years.

Job Role/Description

These goals are based on the job description or title of the employee. Obviously, the goals and KPIs of a crane operator will be different from a construction supervisor. So each job role and title have their own objectives, contributions and expectations depending solely on their job role/description.

Response to Challenges

This often knows as stretched goals too. These are the goals and expectations set for unusual or challenging conditions and scenarios. The measurements are taken of how well or bad the employee respond or act in challenging conditions on the basis of the outcome of their actions.

Behavioural Expectations

These are the expectations of the enterprise from an employee towards the people, assets and resources around them or under their command. For example, how an employee behaves to their colleagues, subordinates, team lead, manager, supervisor, etc. The behavioural goals also include KPIs that provide data about “how” a goal can be achieved through a particular employee.

Monitoring and Performance KPIs Measurement

Once the goals are set, then there is a need to establish a system of KPIs that can measure the performance of the employee toward the set goals and the expectations from them. The performance management includes a complete review of employee performance in all relevant topics. Along with various KPIs, a continuous feedback process is established and the monitoring process is also continuous or for a particular employee review cycle. In most cases the monitoring and the KPIs measurement is continuous. The management notes down those indicators and held regular dialogues between the employee and their manager to keep improving the outcome for the rest of the review cycle. The dialogue should be two-way communication in which the employee should also be allowed to express their concerns, needs and opinions. Then the organizations can take accurate steps to boost the employee’s performance.

No matter what format or type of the review methodology has been used, the reviewer must have a very clear understanding of each stage of the review and the parameters they are evaluating an employee against. There are so many different approaches and methodologies that are very commonly used in Dubai, UAE and each one of them have some advantages and some drawbacks too. Hence, the performance should be measured on various scales to get a definitive answer.

Multi-source Feedback or 360 Feedback

This is the most popular review method. Not only in Dubai, UAE but all over the world enterprises and organizations are using this method to measure employee performance. It includes feedback from the supervisor, manager, co-workers, subordinates and people around the employees. The objective of this feedback to understand the employee behaviour towards work and its impact on his performance and others’ performance or work too.

Management by Objectives

Management by Objective or also known as the MBO KPI is the process of evaluating the performance of an employee towards the individual goals and their contribution to the team, departmental and overall organizational goals. Usually, the MBO is for managers, team leads, supervisors, project coordinators and people with non-routine jobs.

Ranking Scale

The ranking scale is basically a process of distributing or putting employees in a discrete set or sub-set on the basis of their performance. Although ranking a group of employees or teams is very easy but the results are not so accurate. However, ranking individual employees in a certain group could be difficult as there would be a lot of different levels and the differentiation between those levels would be narrow to get meaningful results.

Competency Scale

The competency scale measures the performance of the employee for different routine tasks based on their job role/description. As the goals and expectations are set for each job role, so the KPIs can be set easily and accurate data can be collected by measuring the employee performance in their routine tasks and job responsibilities.

Employee Capacity/Productivity

Employee Capacity or Productivity is not a very linear KPI, the result of this scale are usually used to distribute the workload in different employees, teams and/or larger groups. This KPI help understanding which employee is working on their maximum output level and which employee can handle some more work.

Employee Billable Percentage

The employee billable percentage KPI is also known as utilization rate, this process measures the billable and non-billable work hours required or been taken for a particular task. This could be a great help in determining the internal cost of a particular project and also the performance of the employees/teams.

Graphic Rating Scale

This scale is basically a set of various KPIs such as attendance, quality of work, the number of tasks against a given period of time, dependability and also behavioural KPIs. These KPIs are easy to set and the data collected is highly accurate.

Revenue and Profit per Employee

These are very basic and very important KPIs to measure the overall employees’ performance. For the employees the measurement is simple, total revenue or profit divided by the number of employees. It is critical to understand what your employees are bringing in. Both KPIsindicate to the organizations and enterprises that what their workforce is costing them and how much revenue and profit they are generating.

These are some of the very basic KPIs used to measure employee performance. There are literally thousands of KPIs which are available and can be used. Only after a careful examination and understanding of both the ‘Goals’ and ‘KPIs’ businesses should choose the KPIs that completely align with their objectives. There are a lot many other factors that can cause errors or inaccurate assessment such as insufficient data collection, favouritism, lack of differentiation or intertwined KPIs, and many more. So, it is always wise to seek the help of professional Employee Performance Management Solution providers, such as RSI Concepts.

2. Performance Management System

The Performance Management System also referred to as Corporate or Enterprise Performance Management System is a system that measures and manages the performance of the entire business or enterprise. It includes the performance management of all departments, employees, key players, and key factors that contributes to the overall performance of a business. All the data has been collected from various KPIs, processes, matrices, methodologies and tools is gathered and analyzed in a Performance Management System. The goals, objectives and expectations are being set for not only individuals but for teams, departments, production units, sales and marketing campaigns and much more. The operational cost and performance, the effectiveness of the entire infrastructure of the enterprise such as the technology, human resource, supply chain, resources, revenues, cost, profits and everything in between is closely monitored and measured under the umbrella of the performance management system. The Performance Management System in itself is a very huge system and cover a lot of topics that is why we will only list some important KPIs that are used to determine the performance of an entire business, corporation or enterprise:

Financial KPIs: Financial KPIs include revenue, cost, profit, internal costs, raw material costs, cost of the product or services sold, sales, sales for a particular product/service category, cost of resources and raw materials, operational cost, per employee cost and return and so on.
Employee KPIs: Employee KPIs include all the above-mentioned indicators which help business understand the cost, profit, gains and performance of the individual employees as well as of team and departments.
Marketing KPIs: Marketing KPIs include marketing campaigns, cost, return, leads, quality of leads, sales as the result of a particular marketing campaign and all details to assess and review the performance of the marketing department.
HR KPIs: HR KPIs include the performance of the HR department, staff and services, employee turnover rate, employee satisfaction, and recruitment performance. These KPI also include the indicators of expenses and returns and overall performance of the HR department.
Customer KPIs: Customer KPIs include a number of happy and unhappy customers, returning customers, customer churn rate, new customers, customer lifetime, customer acquisition cost, and customer support and so on.

These are just a few major KPIs used to assess the performance of an entire enterprise or corporation via a Performance Management System. There are a lot more KPIs that are used to further narrow down various variables to closely monitor and measure the performance of various factors which when concluded represent the overall performance of an entire enterprise.

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

Conclusion

Businesses most often confuse Employee Performance Management with the Performance Management System. Employee performance management is just a small module of a performance management system. The Performance Management System measures various indicators which starts from the lowest level which is individual employee’s performance and ends at the overall performance assessment of the entire business or enterprise. Business and enterprises invest heavily in order to ensure their growth. These investments include all sort of technological solutions, infrastructure, human resource, employee development and training, customer retention programs, marketing and a lot more. It is very important to closely monitor each and everything to understand whether your efforts are in the right direction or not. Another important thing is to ensure your employees and customers are happy and your employees and other elements are working on their maximum potential to ensure the low operational cost of the business and maximum profit.

RSI Concepts is a well-reputed brand in providing performance management systems, KPI and OKR management solutions. If you need to know more, or if you are interested in a quote, feel free to reach us out through our Contact Us page.

Check this out: How Performance Management System helps in Customer Journey improvement?

April 14, 2021

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

SEWA – Sharjah Electricity & Water Authority or Sharjah Electricity, Water & Gas Authority is a government organization responsible for energy production, management and distribution. Along with that, the SEWA is also responsible for providing uninterrupted water and gas (natural piped gas) supply to the millions of residents and consumers in the Emirate of Sharjah. SEWA was formally known as Sharjah Electricity & Water Resources Co. and later the owner of the company was transferred to the government of Sharjah. Since its inception, the SEWA has witnessed tremendous expansion and huge growth. SEWA is also known for its great reputation due to the best services and customer care, in the country and all over the GCC. Sharjah Electric & Water Authority is also considered to be among the pioneers in the GCC to adopt highly advance technological solutions for the betterment of their customers.

Having such a remarkable reputation in the region is not an easy task, it requires continuous upgrades, innovation and technology integration to stay at the top. SEWA is always one step ahead of others in caring for their customers, in the past few years, SEWA has implemented a lot of advanced technologies to improve their operational capabilities and service quality. The customer support and complaint department are always seeking new ways and innovations to improve their service quality. Recently SEWA has decided to implement a digital authorization system, the main objectives of the system were to improve the service quality, reduce the service delivery and complaint resolving time and to minimize the manual processing to reduce human error and unnecessary delays.

RSI Concepts was awarded the tender to provide an advance and innovative technological solution. The project was named “Digital Authorization System”. We have successfully completed and implemented the system and the project team and senior management at SEWA was very much pleased with the results and accomplishments of our Digital Authorization System. The main mechanics of the system is that it automates everything, and rather than a file is moving from manual paperwork or email from relevant departments, it is moving completely electronically with completely electronic/digital approval and procedures. No paperwork is involved at any step.

For example, if a customer came for a correction in the bill or reporting an electrical or water supply issue, the customer support agent will immediately take down all the details and enter them into the system, then the system will automatically push the details to the concerned person, if the concerned manager wants to mobilize a team to the site, the file will be forwarded to the technical side, and so on and so forth. At each step, the manager has the authority to notarize the file electronically and the next manager or concerned person will receive the file with the e-signatures of the previous team.

This is just a small example of the Digital Authorization System’s working. SEWA has witnessed significant improvements in all the relevant departments and processes. The automation, digital approval, digital workflow and immediate updates make the process super-fast and more reliable. The Digital Authorization System not only makes the process fast but it also saves a lot of work hours required to push the files manually either from the paperwork or from the emails. Everything is logged, records are maintained automatically, tracking, retrieving record and updating statuses and everything else can be done within minutes from the computer. This also relieves the staff and improve their efficiency.

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

“It was a huge project, the requirement gathering sessions were intense, but once we formulated the scope, the progress was great. All the functionalities were designed precisely as per the requirements. The controlling panel is also simple and easy-to-manage, the administrator can easily change the rules, set the policies, modify the workflows, and view the logs and activities. This makes it a very unique and user-friendly solution. In future, if the SEWA would require to modify any existing policy or maybe they want to implement a completely new policy that can be done from the admin control panel, within minutes. Overall the system is a remarkable piece of technology.”

The flexibility and adaptation of any digital tool is the most important feature. Especially in such requirements, where the customers may require to modify their policies or workflows, or approval and authorization processes, having complete control of every aspect of the functionality is crucial. This is why at RSI Concepts, we always recommend our customers to opt for a customized solution rather than any off-the-shelf or ready-made solution. We are very much pleased to see our customers happy, we will hope for more future collaborations with SEWA – Sharjah Electricity & Water Authority.

Check this out: Mobile Application Development for SEWA by RSI Concepts

April 13, 2021

How Performance Management System helps in Customer Journey improvement?

Customer Journey is a key player in any business’s success or failure. If your customers are not happy, customer retention will be harder, you will keep losing customers, no matter how hard you are working at your marketing activities. And if you are unable to sustain your existing customers your growth will be compromised. Your marketing expense will increase and your brand identity and reputation would decline which could have a devastating impact in the long term. The performance management system is a very powerful tool for businesses to ensure success and steady growth. Obviously, the performance of an organization can easily be measured by its growth and customer satisfaction. But it is not as simple either. In reality, a business’s performance is the performance of all their departments, finance and revenue, operational cost, production cost, support and other costs, profits, sales and customer satisfaction. Even if all is flawless but the customer journey is not so good and the customers are not happy, this could potentially negate all your efforts in all other manners.

The customer journey is the steps and activities that a business requires them to do from the first introduction till the sale and even after-sale services and support are also included. This is what a customer journey is. Whether you are in the production business, services business or any industry you should have customers and if you have customers there would be a purchase cycle too. The customer journey is the entire customer interaction with a brand from day one till today that includes the purchase and after-sales support, and everything else. Customer satisfaction is the key to a good brand reputation and improved conversion rates, and that all completely depends on the customer journey.

When talking about the customer journey it doesn’t only means the performance of the employees who are dealing with the customers, but it also includes all the IT and infrastructure that provides a full environment where your customers interact with your brand. Every business does its best to improve its service delivery methods, customer experience and customer journey. The businesses deploy new systems, train their staff, do marketing and install so many technologies just to improve customer experience and customer journey. But how would you know if all your efforts are paying off or not? The performance management system will tell you what you are doing right and what you are doing wrong, where you can improve things and what things are helping out in improving the customer journey.

How performance management system helps in customer journey improvements:

Measure Service Delivery Time

Service Delivery time is very important in customer experience and customer journey. The entire service delivery time from entering the branch till getting the service is the service delivery time. It can be reduced by many methods and technological solutions. For example, a digital queue management system can significantly improve (reduce) the service delivery time. Not only that the business can also measure how much on average a customer has to wait to get a service done. Then they can take steps to improve that and even steps can be taken to make the environment of the waiting area better for the customer which will improve their experience and satisfaction level. The average time taken by a server to deliver a particular service can also be measured with a performance management system which helps businesses understanding a lot of details.

See More: Benefits of Queue Management using Mobile Apps

Measure Average Customer Wait Time

The customer wait time is a very critical factor in the customer journey. The wait time starts from the time a customer dispenses a ticket for the queue or sign-up for the queue till they reached the counter/server. It is important to track this parameter. No one likes waiting, a long wait time could annoy your customers and visitors. It is very critical to take steps to reduce the wait time. Only the average wait time is not enough to completely understand and identify the areas of improvements. It is important to understand the average wait time on different days of the week or month or different hours of a day. As some hours are the busiest hours, some days are busier than the others and so on and so forth. If you are offering multiple services, then measure the wait time for each service, try to get as much detailed data as possible. This will make it easier to understand the process which will help you to improve the customer journey.

See More: 5 Tricks to Quickly Serve Customers Using Queuing System

Measure Customer Effort Score

Customer effort score is to understand the difficulties a customer face at multiple touchpoints during the entire customer journey. It is very hard to define a generic definition for these touchpoints as they are completely different for each case. Even businesses offering similar products and services could also have a completely different customer journey. A unique experience is what increases customer retention and customer satisfaction. Anyway, the customer effort score can be calculated by the time it requires to perform a certain task, how often customers are asking for help, and how often customers are complaining about anything will identify those touchpoints which require changes to improve the customer journey.

For example, for a customer service centre, a customer is coming to the branch, then they generate a queue ticket from the kiosk, and then wait in the waiting area and at the end they get the service done. The business could measure the average time taken by a customer to operate the kiosk to generate the ticket. How often customers are missing their turns due to poor audio-visual announcements. Sometimes the screens and speakers installed in certain areas and in other areas either the screens are not much visible or the sound couldn’t reach during the busy hours or so. Even if you are offering an online interaction, you can measure the time spent on different steps and especially those steps from where most of the customers are leaving your website needs special attention. These things will help to identify and measure the customer efforts score. The data can be used to improve those steps and touchpoints to improve the customer journey.

See More: 5 Challenges and Solutions of Queue Management System in Banks

Measure Walkaways and Customer Churn

It is very important to measure the walkaways and customer churn rate. The walkaways are the customer who happened to visit the branch get the ticket and signed up for the queue but left without getting the service. The customer churn rate is also a similar kind of KPI, the difference is that it measures the number of customers who left the brand or cancel their orders or subscriptions or purchases and it is measured for a given value of time. It is easy to set up those KPIs in a performance management system and businesses can get an excellent understanding of the reasons that are causing them to lose business. Additional data can also be gathered by requesting customers for their feedback or by inquiring them why they are leaving. This further help businesses to improve their customer journey to reduce the walkaways and customer churn rates.

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

Measure Employee Performance

Employee performance is very crucial to improve the customer journey. Proper monitoring, KPIs and OKRs could help to boost employee performance and let businesses understand the needs of training programs and other improvements. Which could further increase employee performance. For example, if an employee is taking too much time comparing to other employees to serve customers, then there must be something wrong. Either he/she is not trained well, or they are not motivated enough. The Performance Management System could help businesses to identify such employees and then the management can take adequate actions to resolve the problem. Most of the time it is either poor training or higher workloads which cause an employee to lag in performance. All issues are rectifiable, but the first step is to identify the issue. Boost in employees’ performance could hugely impact the customer journey.

See More: Queue System working in Government Departments

Monitor Support Request

Customers always require support, whether it is pre-sale or post-sale support. Business should have to provide excellent support to the customers. As all of your products are services have definitive support types and possible enquiries, it is easier to enlist them all and ask your support team to mark each support ticket with those categories. Then carefully monitor the time your support team is taking to provide against each support ticket. Measure the average value, measure employee performance and overall departmental performance. This way you could easily identify which types or categories of supports are harming your customer relations and what can be done to improve them. It is better to ask your customers for their feedback and analyze those feedbacks too. This way business can further improve their customer experience and customer journey with the help of a performance management system. This also helps to improve the products and services.

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

Measure Complaint Resolution Time and Quality

Complaints are a very crucial part of a customer journey. If complaints remain unsolved it could literally ruin your relationship with your customers. It is very critical to measure the complaint resolution time. Categorize different complaints and measure the resolution time against each category. It is extremely important that your customers are satisfied at the end of each complaint resolution. These KPIs also help you understand the employee performance and then you can take steps to improve employee performance by more training and motivation or new recruitments. One thing is important to understand that each customer wants a personalized experience from their brand. Only good training programs can make your team able to resolve the complaints effectively. Whether they are technical complaints or general complaints, each complaint means a business could potentially lose a customer. It is very important to measure the performance of your service and support teams with a professional performance management system and then take steps to further improve the customer journey and customer experience.

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

Measure the Performance of Digital Interactions

Digital is now an integral part of our society especially the metropolitans like Dubai and other emirates of UAE are very advance societies. The expectations of the customers are high the competition is tough hence the businesses have to be very vigilant to sustain customers and build a positive reputation. Which is only possible with a great customer journey. These days a customer journey not only starts from entering into the branch or outlet, but the online interaction is also very important. People love to talk on social media platforms, brands often use them to communicate with their customers and larger audiences. Especially measure how much time it usually takes your team to respond to customer’s email or social media queries and everything else.

It is important to build a good brand presence and positive brand image in the digital world. Businesses are spending very huge chunks of their hard earnings on digital channels. Whether it is social media, online marketing or online customer portals. All could be very helpful in customer retention and generating new leads. It is important to measure the effectiveness of your digital efforts with the specialized KPIs and OKRs. A performance management system helps to measure the performance of your website or the performance of your social media team or digital marketing efforts or anything that is enabling interaction with your customers in the digital world. Take discrete steps to improve your digital communication with your customers and the digital platforms which allow interaction with your customers. This will enable you to understand and improve the digital customer journey.

See More: What are the Benefits of Improving Customer Journey?

Conclusion

A Performance Management System can help businesses a lot in streamlining their processes, resources and business practices. The business can easily identify the areas of improvement and then effectively focus their efforts and resources in those directions to improve the customer journey and customer experience to improve brand reputation, customer retention and customer satisfaction which in long term ensures steady growth and increased sales and revenue. The performance management system is not only capable of measuring the performance of different processes and operational activities but it can effectively measure the performance of the entire enterprise including internal departments, teams, and individual employees. The performance management system can easily measure and monitor the customer journey and various steps and processes along with employees and staff and all other factors that are responsible for forming the entire customer journey and customer experience. This is very helpful in understanding and identifying the areas of improvements. Business can easily take steps and build up their strategies to improve the customer journey on the basis of the data collected and generated by the performance management system.

RSI Concepts is providing a complete customized solution for Performance Management Systems, KPI Systems and OKR Systems. Our tailor-made solutions are most efficient and more cost-effective. The personalized software interfaces make it a lot easier to operate and extract actionable reports. Feel free to reach us out via our Contact Us page if you have an enquiry or want to know more.

Check this out: How a KPI Software can help provide better Customer Journey?

April 13, 2021

Dan Bolton Acquired RSI Automatic Contactless Hand Sanitizer Dispenser Stands

Dan Bolton is one of the leading event management and entertainment production company in Dubai. The company has established a very unique brand identity due to its creative and innovative approaches and a long list of satisfactory customers. Dan Bolton is popular because of its highest standards of services and very agile service delivery mechanisms. The company is well respected for its unconventional approaches and solutions to providing their clients with a very unique and satisfactory experience. Dan Bolton’s remarkable success trail is possible due to its uniqueness, professional staff and artist with exceptional entertainment projects and a very strong and efficient supply chain. The company has successfully developed a great brand identity, not in the local landscape but internationally this lead to expansion and growth. Thanks to the forward-thinking of the management and the highest quality standards of the products and services they provide. Their strict quality standards ensured their success and result in a long list of satisfied customers and endorsements in the market.

Recently there was an event taking place in Abu Dhabi, the Dan Bolton was organizing and managing the events and the details. Due to COVID-19 scenarios, the social distancing and other precautionary measures were in place, a demand rise for very stylish, sleek and unique hand sanitiser dispenser stands which can not only provide the contactless operation but they should also be able to blend-in in the environment. RSI Concepts was approached to offer a solution. Multiple ideas and concepts had been shared with the Dan Bolton team. An idea and concept were finalized, it was a very slim, sleek and simplified design concept. We were given go-ahead with the idea. The basic concept behind the design was to make it simple, provide some branding space which can be utilized by the customer to put their branding on and some precautions and instructions on the model for the users.

The dispensing unit that was chosen with the stand was one of our automatic contactless hand sanitiser models. The main feature of that model is that it can be solely operated on batteries and it can store a handsome amount of liquid in it. Another excellent feature of the device was that it includes a very powerful hand detection and sensing technology which ensures that no user will have to physically touch anything to get the hand sanitiser liquid, all they need is to place their hand in the proximity and the dispenser will automatically dispense the sanitiser liquid on the user’s hand. The technology used in the hand sanitiser dispenser is very power efficient to ensure the batteries could last longer and the replacement and refilling are also done through the front-opening hatch. Which makes it even easier to operate and manage.

Here are the remarks of our Sales Manager, Mr Humayun Hashmi who has managed the project:

“It was a great experience working with a highly professional and very cooperative team from Dan Bolton. Although the project deadline was very short and the work was completely customized but thanks to my technical team they did a great job and finished everything on time. We have succeeded in meeting the deadline and the product delivered was happily accepted and approved by the client. I will look forward to more such future collaborations with Dan Bolton.”

We always admire and appreciate our customers with special or tailor-made requirements because this not only makes our customer happy but it also allows us to test our abilities and learn more. We always strive for excellent quality and never compromise on quality. Thanks to our very committed and professional teams we always find a way to meet the trickiest deadlines. We will look forward to extending our services for Dan Bolton in the coming future.

Check this out: Heriot-Watt University Acquired RSI Queue Management System

April 13, 2021

Heriot-Watt University Acquired RSI Queue Management System

Heriot-Watt University has acquired state-of-art RSI Queue Management System and Self-Service Solutions for their students and visitors. The Heriot-Watt Dubai Campus is among the very first foreign universities starting their campuses in Dubai Academic City, UAE. The university is well-known for its science, engineering and business studies and is considered among the best educational institutions around the world. The Heriot-Watt University is contributing to shaping modern societies in all the communities they are present in. The university was founded in 1821 and since then it is growing all over the world, helping thousands of students in their pursuit of knowledge. The Heriot-Watt University Dubai Campus is greatly contributing to the government and private sector by providing a steady stream of professionals, scientists and experts. These individuals are actively contributing to the nation’s economy, progress and growth. The Heriot-Watt University Dubai Campus also holds some of the very advance educational frameworks and facilities to improve the quality of education.

The university is also very well reputed in UAE because they are not only providing quality education but they have established a remarkable system to reduce the burden of the official affairs and other processes so that the students can entirely focus on their studies only. Recently the Heriot-Watt University Dubai Campus has decided to implement a new queue management system and self-service solution to reduce the queues and service delivery time which often consumes a lot of time and could distract students from their educational activities. The other objective was to facilitate the visitors and the students and their parents who are visiting for new enrollments and registrations. RSI Concepts was contacted and we have discussed the requirements and the objectives of the system. We have explored many ideas and formulated the base of the system. Then a full project scope and plan was presented to the university management which was approved and appreciated then the full-on production phase got started.

The main key components of the system are a queue management system for the students and the visitors, a QMS software server, Agents Portal and Dashboard, digital signage, audiovisual announcements and an interactive self-service kiosk. The most frequent student related processes such as student enrollment, course registration process, program amendments, letter issuance, transcripts requests, and KHDA attestation and many more processes can be offered via self-service interactive kiosk. The queue management system was designed specifically for Heriot-Watt University to minimize the student/visitor wait time and to make the service delivery quicker. Our queue management system provides an interactive agent dashboard interface which further reduces the workload of the agents and servers to improve their efficiency. The automation of the customer flow leads to quicker service delivery and a good student/visitor experience. The entire student journey was designed to minimize the efforts of the students and the staff and to reduce the service delivery time and wait time. There is a very powerful data analytics engine that enables the system to generate comprehensive reports and statistical data which could help the management to further take steps to improve the service quality, service delivery time and visitor/student journey.

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

“It was truly a unique experience working with the highly professional team and the management of the Heriot-Watt University Dubai Campus. We are happy to meet their expectations and the system’s UAT proved that the system is not only working above the optimum efficiency but beyond that. The management was very satisfied as our queue management system will not only help them accelerating various processes but it is significantly reducing the service delivery time which will not only satisfy their students and visitors but it will also reduce the workload of the staff and the management.”

Heriot-Watt University Dubai Campus is another remarkable success story. At RSI Concepts we believe in quality service and hard work. Thanks to our experienced software engineers and technical teams the project execution was very smooth and the end product were more than capable of supporting our customer in achieving their goals and objective. It will surely help the campus to improve its customer and student journey.

Check this out: EDPU Technologies Acquired RSI Interactive Kiosks

April 12, 2021

EDPU Technologies Acquired RSI Interactive Kiosks

EDPU Technologies is a well-reputed name in the market. They are renowned for providing advanced technological solutions for their patients across all their health care centres. The latest project was also one of the efforts made to maximize their patient’s experience and convenience at their health care centres all across the UAE. The objective was to allow the patients to log in and authenticate via their Emirates ID card and then upload all the information from an interactive kiosk. This not only expedites the customer journey but also improves the service delivery time. As in the health care facilities mostly the patient are a little bit anxious and stressful so it is very critical to provide them with the services which could reduce their wait time and ensure quicker service delivery.

RSI Concepts was given the task to provide them with interactive kiosks with a completely customized design to meet the needs and requirements of the customers. We have carefully examined the requirements and decided on a Fire Resistive MDF based model. The entire kiosk was custom build to keep the touchscreen and the Emirates ID card reader at a certain height and angle. The kiosk has been built and we got approval and appreciation from EDPU Technologies and their health centres. The kiosks are meant to be commissioned in all their branches across the seven emirates of UAE. The EID Card reader is in-built and the touchscreen is an all-in-one computer to support the software and interactive user interface.

Here are the remarks of our Sales and Marketing Manager, Ms Maheen Waheed:

“It was a great experience working with the EDPU Technologies, the requirement gathering was intense, the production process was smooth and on time. The kiosk we have supplied will surely enhance the customer experience and will add up value to the brand.”

At RSI Concepts we always strive for the best quality. Our production line and supply chain along with our skilled staff ensure the ultimate quality and timely project execution. We will always look forward to more future collaborations with EDPU Technologies.

Check this out: Muntada Islami hired RSI Concepts for the Development of Website and Management Information System.

April 12, 2021

What should I have in my website of an interior design company?

What should I have on my website for an interior design company? Many interior designers are asking this question these days. But why they are interested in the websites in the first place? Well, those days are long gone, when the interior designers and companies reaching out to people with their booklets, brochures and photo albums. These days the digitalization is taking over. Every good designer knows how important the first impression is to close a lead. And your website is your first digital impression and first entry point to your business from the online domain. It is extremely important that you have a strong website that is capable of turning your prospects into leads. In Dubai, UAE another very crucial phenomenon that all local businesses are witnessing is that their audience and customers are preferring to search for them online. Multiple studies and surveys are done in the past few years and the results were suggesting that the influence of online is far greater than ever before and it is even still growing. The interior design companies are no exception. You should understand how the websites work and what you should offer to your visitors from your website to convert them into a legit lead.

The interior designing market is all about colours, layouts, patterns and looks and feels. Does your website reflect that too? Your visitors and prospects will expect the same from your website, they will subconsciously judge you by the visual representation and functionalities of your website. A website is a very strong bond to build trust among the online audiences and customers. It is one of the most effective communication tools but unfortunately, most of the SMEs and local businesses are completely unaware of its importance and potential. This is why we have decided to write this blog and we will elaborate on what you should have on your website if you are operating as an interior designing company in Dubai, UAE.

1. Content

The very first thing you need even before starting a website is a plan and strategy of the content. You should define clearly what content you want to publish on your website. Prepare all the content accordingly and have it in your hand before moving to the web design phase. The content will be all the text, pictures photos and media (videos, animations, graphics, etc). Make a list of all the pages you want and prepare content accordingly. The homepage is the main entry point to your website it is a kind of reception of a physical office for a website. Most of your traffic will land on your homepage. Define other pages such as About Us, Services Pages, Portfolio, Media Library, Contact Us page and or any other page which you think could be helpful in attracting the attention of your customers.

While preparing the content it is very important to make your content short and descriptive, these days no one likes to read multiple paragraphs to understand a point. Utilize visual aids, images, graphics, animations, videos, etc to explain your point. In Dubai, UAE everyone has access to high-speed internet. The general public trend is that people pay more attention to the videos and visual content rather than the textual content. But that doesn’t mean your textual content is not important. It is still the most important part of the content. Use different sales pitches which attract visitors to hit the call-to-action button. Technically speaking the CTA or Call to Action is the act of a prospect converting into a lead. It could be purchase, enquire, signup or anything. In the case of an interior designing company website, the CTA would be most likely contact or enquire or a call back request.

2. Web Design

The website has two major parts, one is the web design or the UX/UI and the other is the backend or the programming or source code. The source code is hidden from the visitor’s eyes and is executed inside the computer and/or server to form a web design. However, the web design is the actual web page we see in the browser. It has to be very intuitive, interactive, appealing and convincing. Interior designing is basically a visual industry and in each visual industry, the designers are well aware of the effects of the designs, colours, patterns and the overall impression. The same rules apply to the web designs as well, although it is a bit more diverse and have certain other things which could help businesses increase their online leads and conversions. Bus the basic remains the same.

For the web design, there are certain rules that if followed ensure a better response from the visitors. In the web design for an interior company website, the homepage has to be very simple, and as your sales pitches are mostly the work you are doing so your homepage has to be able to host multiple services if not all but at least the most important services that you are doing. Do not load your homepage with tons of information and photos. The main landing screen should have a great visual representation of your work and your services along with compelling taglines and sales pitches to encourage the visitors to hit the CTA. For the internal pages, each page should have a unique experience as per the content.

For example, your portfolio is a very important page, usually, the interior designing companies website don’t pay much attention to the portfolio page. Mostly web designs only show a large image gallery with only functionality to Zoom or Full-Screen image. It is important you put basic information of the project along with the images too. This not only encourages the visitors but also builds trust. The same applies to other internal pages, pay more attention to the service pages and at least design one page for each service. The contact us page is also important, do not ask for tons of information in the contact forms or other forms. Just the basic information is enough. Include your location map and complete contact details. The web design is the only touchpoint where a visitor interacts with a business hence has to be made with the attentions to convert that visitor into a lead.

3. Responsive and Smartphone Compatibility

These days mobile phones have become essential to daily life. People spend more time on their smartphones and smart gadgets than on conventional computers and laptops. Most internet searches are made from smartphones. It is a general understanding now among marketers that smartphones are more capable than traditional computer or laptop. Mostly the social media is used in smartphones, more searches are made from smartphones, and all sort of industries are utilizing the enormous potential of smartphones and innovating new ideas to utilize them in boosting efficiency and convenience. Being a local business or even a national business in the interior designing industry it is vital to have a smartphone-enabled website. When people notice a website that is not mobile-friendly or doesn’t support smartphones, they tend to avoid it even while searching from the computer or laptop. This is why these days smartphone compatibility which is more often called responsiveness is very critical and important for an interior designing company in Dubai, UAE.

A responsive website is one that is capable of detecting the device from where it is being accessed and then automatically render its design as per the screen size and other parameters of the device. This all happens in less than a second, in fact, it takes only a fraction of a second. The great advantage of a responsive web design is that it maintains a similar user experience in all devices which is important because if a user has accessed your website from their laptop and later they are accessing it from their smartphone they would expect the same elements on the same places, which is very important to build a user experience. The visitors’ expectations are always high, and they have tens of hundreds of other options just a few clicks away. So, it is important to capture their attention when they first land on your website or any web page. Else they will move to one of your competitors.

4. Dynamic Website & CMS

What is a dynamic website? The dynamic website is the website that provides a content management system or CMS such as PHP Framework, WordPress, Joomla, Drupal or any other framework. This CMS is used to manage and update the content of a website. It is very important to constantly publish new content and keep the information up-to-date on an interior company website. The Dynamic Website comes with a content publishing tool which we call a CMS or content management system. It has an online dashboard and allows the administrator or the management to access the control panel online. Whenever you want to publish new photos in the media library or want to upload a new project and simply want to edit any information on the website you can do it quickly and easily from the CMS. This is the modern industry standard.

Earlier there were two types of websites, the static and the dynamics. The market was dominated by the static website because the companies and organizations were not using them for the purposes they are currently being used for. Now a day if you want a static website you must have to have a website programmer who can update the website content and information. As the static websites can only be updated by writing or editing the source code. Which requires sufficient professional and technical skills. If you go with a static website, either you have to hire a website programmer in-house or you will have to outsource this work, which will add up to the operational cost. So, the best approach is always a dynamic website for interior designing companies as they will require continuous updates and uploads on their websites. And it is more cost-effective in terms of operational cost.

5. Load Time

The load time is the time a website or a webpage takes to get a load from the server to the client/browser. As the interior designing company’s website has more than usual images and graphics so the load time could go higher. But from the user perspective, high load time is very bad and visitors often leave a webpage if it takes too long to get load. So it is very crucial to optimize the load time for an interior designing company website. There are so many different methods and techniques that website developers use to reduce the load time. These details are all very technical so I will just list them here:

Reduce HTTP Requests
Combine Multiple Source Code Files
Minify the Source Code
Create Sub-Domains to Load Different Source Code Files and Multimedia in Parallel
Optimize the Pictures and Photos
Use Small Photos for Thumbnails and Load Large After the Zoom Button is Clicked
Use SVGs instead of PNGs and JPGs for Design Elements
Draw Patterns and Backgrounds using CSS as much as Possible
Built the theme in a way that it loads content on the scroll
Use Appropriate Web Hosting

Of course, the list goes on, but these are the major key player in the load time optimizations. If these things are considered while the development and commissioning of the website the load time can be reduced significantly.

6. Search Engine Optimization (SEO)

Search Engine Optimization or SEO is very important these days. If you want to build a good brand reputation you should make sure that your website appears in the first results of the search page. If you want to reduce your digital marketing expenses, you need organic traffic which comes from search engine optimization. SEO has evolved a lot, and only professional web designers and web developers can understand its importance and can build websites that are ‘SEO Friendly’. Your every service is your keyword and relevant terms that people use in the search engine to look up for those services are your keywords, these keywords should be added in the content on the website and in the source code, they should be added with the right attributes. Similarly, the design should also highlight them clearly.

The search engine and social media and many other data scrappers read those keywords, evaluate their repetition rate and their prominence and then rate a page for those keywords, similarly, they associate certain pages of your website with certain keywords. This is the very basis of the SEO of course there are a lot many other things but it is critical that your website’s design and source code structure is search engine friendly and it let them read the content easily. This will automatically increase your ranks in the search results and will divert a vast amount of free organic traffic which will not only reduce your digital marketing cost but will drive more leads and conversions.

Conclusion

The interior design company or any other local business heavily rely on online traffic these days in Dubai, UAE. In order to maintain a steady stream of online organic web traffic, you should have a great website. And it should be great enough to convert your prospects into leads. As is with any other visual industry the looks and feels are the most important and the first impression is very critical, the interior designing industry is not an exception. Your website is your very first interaction with a very large audience, make sure they convert. Pay attention to the content, design, images and every minute detail possible to build up a user experience that compels the visitors to click on your CTA. Consider the loading time and page speed as well.

Make sure your website abide by all the standards and rules of the search engines so that you can get higher ranks in the searches. These days in Dubai, UAE the general population is very much relying on their smartphones, the smartphone searches have already surpassed the traditional computers and laptops. This makes it extremely important that your website is not only SEO friendly but it is also smartphone compatible or responsive. Your website is basically the foundation of your digital marketing campaign and activities. It has the potential to determine the failure or success of an interior design company.

Check this out: What should I have in my Website of a Car Rental Company?

April 11, 2021

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

Will the focus be shifted from the queue management systems in future? Or near future? That is a very haunting question customers are asking all the time to themselves and to us being a leading Queue Management System provider in Dubai, UAE. The customers often think why do we have to upgrade our existing queue management system? Why do we need a queue management system altogether? The answer is simple, you can’t grow or even sustain without ensuring a great customer experience and an excellent customer journey. But it is also not that simple. The customer experience and customer journey are always important for sustaining your existing customers, building brand reputation and increasing your sales. These days’ businesses and organizations are very concerned about the changing market trends and ever-growing demands of their customers. Not only that the overall standards and expectations of the client have gotten higher over the past few years. Competition is also very high, and the pandemic has also changed everything. Which even make the customer experience and customer journey more important.

See More: What are the Benefits of Improving Customer Journey?

Queue Management System Market Growth and Rapid Adaptation Trend

First, let us discuss some stats and the latest trends in the market! According to a report published in PR Newswire, the Queue Management System market is expected to grow by 6% from 2020 to 2025. Which in terms of growth is very huge growth. The PR Newswire is a well-reputed organization working since 1954 and started as an electronic press release distribution agency that utilized teleprinters to send press releases to news outlets. It is a well-reputed and respected name in the global market. The global queue management system market is expecting to grow a lot and this has invited a lot many manufacturers into the business. We have witnessed new technological advancements and more availability of the components used in the queue management system. In Dubai, UAE businesses are also leaning towards queue management systems and more organizations are implementing advanced solutions to facilitate their customers and visitors. The new trend is showing organizations ranging from educational institutions, hospitals, banks, public offices, government departments, HR offices and many more are rapidly adopting the queuing and customer flow solutions to improve their efficiency and customer experience.

See More: Benefits of Virtual Queue Management System

Impact of the Pandemic on Queue Management System Market

Surprisingly the impact of the pandemic on the queue management system market was good, unlike any other industry. As people are becoming conscious and more concerned about their personal hygiene and wellbeing, we are noticing that people are preferring to go to the places where they think they will be protected and all social distancing and other health and safety concerns will be less. The UAE government is also emphasizing social distancing and strictly monitoring everything. The vaccination campaign, strict laws and huge efforts from the government are done to ensure the health and safety of us all. Business is now exploring innovative ways and technologies to help them ensure social distancing and other safety policies to protect their customers/visitors and staff.

A queue management system can be very helpful in implementing social distancing policies. Businesses can automatically limit the number of active tickets, once the number is reached the queue management system will not issue any more tokens. This helps the staff to easily control and manage the number of visitors and customers in the branch. The human labour required is less to none as the number of visitors can be controlled automatically. This was just an example, there are a lot many features and functionalities that can help organizations to automate various customer journey steps and implement their policies with ease and precision.

See More: Queue System working in Government Departments

What is the alternate of a Queue Management System?

One thing which is impossible that somehow the customers don’t have to visit offices and customer support centres or banks or hospitals. So, until the customers don’t stop visiting there will be a need for customer flow management. A queue management system is the only available solution for that. Manual customer flow management requires too many resources and it makes the service delivery process slower. The staff and server always struggle with managing queues with manual customer flow management. Most of their energies are consumed only by guiding customers to the right counter and managing the queues, addressing people and preventing line jumpers and much more. If a queue management system is in place the staff can peacefully focus on their work the agents have less workload and work pressure and they are able to perform well. The wait time is reduced, the customer journey is improved, the customer satisfaction is increased with digital queuing solutions. So we try to think of any alternative to a queue management system the answer is none. There is no alternative to a queue management system. Of course, there are so many different sub-classifications or versions along with so many different software and hardware accessories of a queue management system but in totality, there is no such system that can replace a queue management system unless and until people stop visiting the businesses and organizations.

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

Benefits of a Queue Management System

A queue management system can be beneficial in so many different ways. It entirely depends upon your scenario and requirements. A queue management system not only used to manage customer flow but is being used to transform customer journey and experience. The business can collect valuable business intelligence using inbuilt features of the queue management system. The KPIs (key performance indicators) further help the management to understand and measure the efficiency of different processes and their staff. Such data plays a vital role in policy and strategy making. The management can take complex decisions very easily using the business intelligence and statistical data collected by a queue management system. Here are some benefits of using a queue management system:

Reduce Wait Time
Improve Customer Experience
Transform Customer Journey
Automate various processes and steps of the customer journey
Measure the performance of the staff
Reduce Service Delivery Time
Improve Service Delivery Methods
Collect Customer Feedback
Communicate with Customer via Digital Signage
Integrate Customer Data and helpful information with other corporate tools and enterprise systems
Real-time Monitoring, Remote Management and Notification Triggers
Integrate various hardware with the system to improve service delivery and customer experience such as audio announcements, EID Readers, Passport Scanners, Biometrics, IRIS and Facial Recognition, etc

Of course, the benefits of a queue management system are not limited to above all but there are a lot of things that can be simplified and improved using just a queue management system.

See More: Benefits of Queue Management using Mobile Apps

Will the Focus be shifted from Queue Management Systems?

The simplest and shortest answer is “No”. We cannot move away from the queue management systems. Just think of the mobile phones, we were living peacefully without them, suddenly the smartphone revolution took us like a storm, and the rest is history. Can we move away from our mobile phones? No, we can’t. Similarly, the Queue Management Systems have completely transformed the customer journey and the market trend. This has changed the expectations and demands of the customers as well. The customers are expecting a more personalized and exclusive treatment from the businesses and brands. The businesses are continuously looking for ways to improve the customer experience and customer journey, at the same time businesses are also seeking ways to boost employee work efficiency and reduce the resources or simply cuts on the cost, whether it is operational cost or system commissioning cost.

At RSI Concepts, we are specialized in customized Queue Management Systems and solutions, we assure our customers are getting exactly the same system that can meet their requirements and support their business goals.

See More : 3 dimensions of Queue Management System for Hospitals

Queue Management System Have Ability to Drive the Business Growth

Another most compelling advantage of a queue management system is that it has the ability to drive business growth. The flexibility to link various organizational tools and information centres with Queue Management System makes it a very effective tool to drive business growth. The in-built statistical and analytical engines process the data from various touchpoints and inputs and return actionable reports which are very helpful in taking vital business decisions for improving the customer experience and customer journey. A queue management system not only helps businesses with their customers but also helps them boosting the employee’s work efficiency. As most of the customer journey processes and steps can be automated, the integration allows data extraction from other systems which provide instant information to the server and agent, hence the workload is reduced and the work efficiency is increased. When your employee are also satisfied your customer experience and service delivery improves automatically. Above all, it allows various KPIs which further improve the monitoring mechanisms and allow the management to understand the customer journey and operations in a better and well-organized way. Which itself is a great advantage.

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

Cost and ROI

One of the major advantages of a queue management system is that the system commissioning cost is low and the operational cost and maintenance is also very low compared to other corporate tools. Above all you can always repurpose a queue management system or expand it easily with very little cost and updates and upgrades are also very cost-effective. The technology used to build the queue management systems is widely available and very cheap with a longer lifecycle. A queue management system if maintained properly could last for a decade or even higher. When it comes to the benefits of a queue management system and the return, the first thing is its exceptional capabilities to transform the customer journey and customer experience. Along with vital business insight, KPIs and a boost in employee performance make it the most sustainable and productive enterprise system. If we calculate the ROI (return over investments) in terms of customer retentions, brand reputation, brand trust and boost in sales and conversions, it is truly remarkable. With a very little investment, the organizations and business can do wonder in achieving their objectives and financial goals.

See More: Improve Customer Service with Queue Management System

Conclusion

Will the focus be shifted from Queue Management System in future? No. The service-based industries are heavily relying on queue management systems. They are very cost-effective the ROI is excellent. The market researchers are predicting huge growth in the coming year. The customer journey and customer experience have become the most important factor in any business’s success. The customers are more demanding and the expectations of the customers from brands and service providers are very high in Dubai, UAE. The list of benefits of a queue management system is staggering. The flexibility to adopt different scenarios is exceptional the technology is widely available and long-lasting. The maintenance and operational cost are very low.

The business can easily achieve its business goals and objectives. Customer retention and brand reputation building is comparatively easier to achieve with a queue management system. The business and organizations can rely on a queue management system to ensure steady growth. Customers will never stop visiting the businesses hence a queue management system will always be required. There is not even a remote possibility that I could think of which could cause the decline in the queue management system market. Businesses must have to have a digital queuing solution to ensure customer satisfaction, optimum employee efficiency and customer retention, cost optimizations and building brand reputation which can ensure steady growth.

RSI Concepts is a well-reputed queue management system provider in Dubai, UAE having hundreds of active installations in all different sorts of industries. If you need a quote or even just want to consult to explore further, please reach us out through our Contact Us page or leave a comment below.

Check out this: How a KPI Software can help provide better Customer Journey?

April 7, 2021

What should be covered in a hospital website?

In Dubai, UAE most of the time when a customer needs to make a purchase decision they often look up on the internet first. The websites and internet presence can hugely influence the purchase decision. When it comes to local businesses, a website plays an important role in trust-building and brand reputation building. Most often our customers ask us “what should be covered in a hospital website?” which is why I am writing this blog to cover the basics of the subject. In the healthcare industry, people are very sceptical. They always do research, ask their family and friends about the brand and then make a decision. When it comes to the internet a hospital website is the very first interaction of the brand with their customers or patients. A website is very capable of both, driving more traffic and also repelling your precious customers away. Hence a hospital website in Dubai, UAE needs a great deal of planning and strategy if you really want to improve your customer experience and growth.

For hospitals and the healthcare sector, a website is becoming a very powerful tool in past few years. People living in UAE are more adopted towards the latest technologies and trends. In a few past years having a good online representation of your business can quickly improve your brand image, brand reputation and sales. But it is important that what image you are portraying with your website is the best representation of your brand. For hospitals and clinics, a website must offer necessary information and functionalities which can help improving customer experience and customer journey.

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Here are some important things that need to be considered in a hospital website:

Simple and Easy to Understand Homepage Design

It is very important to understand that the Hospital website’s homepage is very different from any other traditional website. The main objective of a hospital website is to provide an interaction for the customers, all other call-to-action is not relevant. We only need to focus on the entry points. Following are the most important details that a customer or patient will seek when they will land on a hospital website:

The Services a hospital is offering
A list of important and popular doctors
Directions, Timings and Contact Details

These are the very basic information that a customer needs to interact with the hospital. So, it is very important that we keep our homepage simple, easy-to-navigate and avoid unnecessary items. Usually, the one thing we notice is that Hospital websites have irrelevant links added in prominent positions which are not relevant to users. For example, employee login, link to their intranet or doctors internal portal or any such links/buttons that are not useful for a customer/patient. Avoid these links and such details. Another thing is a patient is always in a need of an urgent solution, they are very less interested in your business vision or story, yes the client testimonials or remarks from other patients are helpful but keep them at the bottom of the page or in the lower sections. The most visible part of the homepage for a hospital website should contain the most relevant information for the customers/patients.

Think from a patient’s point of view, try to analyze their journey, think what they would be looking for and then direct their path towards the successful interaction via a call to action button or activity. Provide them with less but precise and very important information. Form your customer journey is multiple but easy and short steps, each step should provide them additional information which will encourage them to for the next step. This is how a hospital website should form a customer journey.

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Internal Pages and Content

In a hospital website not only homepage is important but since the visitors are expected from various sources, for example, search engine, social media or any other marketing source. The internal pages should be short, informative, and dedicated to one service only. Multiple services in a single page will either make it too long or even if you try to keep it short you might not be able to provide enough information that can encourage a visitor to convert into a lead. Use fewer graphics and multimedia as people prefer to read more information on such pages. The service pages or other internal pages should serve their objectives, for example, if it is a service page then you should have a very directive customer journey path and call to action.

The content and language for all of the pages whether internal page or homepage should be very easy and simple to understand. Avoid using complex technical terminologies and technical explanations. Try to aid with mini-animations or graphics to explain a difficult or complex phenomenon. All the pages should provide complete and clear information in a very simple and easy to understand manner. The customers and patients who are coming to your website or its internal pages are looking for a solution to their problem or need. Make your pages design and data as simple as possible so that it is easily understandable for an average user.

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Offer Digital Services and Helpful Functionalities

A Hospital website is not just only your company profile. As we all saw the digitalization and transformation of digital services in past few years in all types of industries and public sectors. Especially in Dubai and UAE, the governments are emphasizing digital services and the governments themselves are offering a huge variety of digital services, most of the time you don’t even have to go to a public office instead you can avail the service online via a web portal and/or smartphone applications. This has completely changed the trends and expectations of the service-based industries. In healthcare and hospitals, the customer who is your patients would also expect digital services. Here are some examples of digital services and website functionalities that can literally transform your customer journey:

Online Appointment Booking

The online Appointment Booking system is a great feature to offer by a hospital website. The functionalities and features of this service should be decided with great care. If any integration with any existing system or data pool is required it should also be done to make the service easier and simpler for the customers. For appointment booking ideally, the patient should have the freedom to choose the date and time for their appointment with the doctors. The data of the doctors should be presented in a clear and very clean manner. A search engine should be offered to look up the available slots and the entire process should be concluded in less than three minutes. Only ask for basic information from the patient and don’t put a long checklist of symptoms or any such thing, these things will make the process difficult and the customers will easily lose interest, they will rather prefer to call or visit instead of using this digital service.

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Online Chat & Contact Details

Online chat is a great feature for a hospital website. Most healthcare centres and hospitals operate 24/7 and someone is always available at the phone or reception. So, arranging source for online chat management is also easier for hospital management. If that is not possible, a chatbot with basic Q&A could also make the service more effective. These days along with online chat WhatsApp chat is also gaining popularity. It is a very simpler and easier way for your customers especially those who are using their smartphones to access your website. Apart from that, the contact details of all the departments should be provided along with search functionality to further facilitate the visitors. The navigation of the contact details should be easy and simple. Online chats and online contact directories could improve the customer experience or patient experience and build trust for the brand.

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Online Patient Portals

As the hospitals are compiling very comprehensive patient data and all the details of their previous history and everything. Online Patient Portals are a great way to make those details instantly available for your patients. Online Patient Portal can add greater value to the user experience of a hospital website. The patient should be allowed to register either completely online which is a better approach or either by visiting the hospital to get them registered for the online portal. Once they are registered they should be provided with login details, and all the data should be protected and only available after successful login to the portal. It will be a complete patient profile and history of their past visits and treatments or whatever details you think should be provided to your patients/customers.

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Customer Feedback and Complaint System

Customer Feedback and Complaint System is a very important and useful feature for the service-based industry. A hospital website should have dedicated customer feedback and complaint systems. Customer feedback is very important in understanding the needs and problems of your customers and patients. The hospitals can collect customer feedback from both website and smartphone applications as well as other a bit more traditional mediums. The complaint module is a very important feature of hospital websites, as most of the time the customers visiting a hospital are already stressed or worried or at unrest, so they could have a lot of complaints. You should provide them with a medium to express their feelings and emotions. Active follow-ups and response will make them happy and improve the trust factor.

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Mobile Compatibility and SEO Friendly Website

As most of the people in UAE are using smartphones for their online searches and a lot of other online activities, in fact, the smartphone is their first choice for a lot of internets and social activities. It is important for hospitals to have a mobile-friendly or technically speaking, responsive website. A responsive website is a website that renders its content automatically accordingly to the screen size and device it is being opened from. The responsive websites can offer a uniform customer experience and journey on all sort of devices such as Laptop, PC, Tablet, Smartphones and other gadgets. The responsiveness is a very important feature for a website that requires online customer interaction. Apart from responsive web design, a hospital website should also consider cross-platform compatibility. It is a bit more technical feature but in simple words, it means that the website should maintain a uniform user experience on different platforms such as Windows, MAC, Android, iOS, Google Chrome, Mozilla Firefox, Safari, Microsoft Edge and such things.

SEO Friendliness or search engine optimization compatibility is a must-have feature. Whoever is looking for your brand or service you are offering will most probably search it in Google or other search engines. If your website is developed and designed as per the SEO standards and you have followed the best SEO practices, the chances are your website will appear in the first results on the first page of search results. This is a very crucial feature, not only search engines but various social media platforms which are commonly used for such searches also utilize the same search engine compatibility or SEO Friendly features to rate and display content in their search result pages. If a customer is finding your website on top of the search results, they will automatically get a sense of trust and will show a positive response towards the brand. It not only ensures more traffic to your hospital website but also improves brand trust and brand reputation.

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Conclusion

Business operating in Dubai and other parts of the UAE has witnessed huge changes in their sales and brand impression by simply updating their websites. Especially in the service industry when it comes to the customer journey and customer experience businesses should be very careful. In the case of healthcare and hospitals, people are always very sceptical and do a little bit of extra effort to ensure they will get the best healthcare services. It is very important for a hospital to have an excellent website with all the required features and functionalities. The website should be organized well and all the information should be placed wisely. You don’t want to confuse your customers and your audience ranges from a layman to an executive professional. Prepare your website’s content in a way that it could serve the entire spectrum the best approach is always simple and plain language, less technical abbreviations and multi-lingual support could do wonders for your hospital website. Other features such as responsiveness, online appointment booking, customer feedback and complaint module, online chat and doctor’s directory, etc are very important for a prospect. Make sure all the information that your visitors are seeking are available in very simple and easy access.

It is always better to consult a professional web design agency in Dubai such as RSI Concepts. We have a track record of helping out hundreds of businesses and brands. Feel free to reach us out via our Contact Us page. We will be happy to assist you.

Check out this: 5 Qualities of a Good Website

BLOG OF RSI CONCEPTS

Homepage

About Us Page

Inner Pages

Navigation

Content

Dynamic or CMS Based Web Design

Responsive

Search Engine Optimization/SEO and Social Media

Security and Speed

Conclusion

1. Employee Performance Management

Goals and Expectations

Project Goals

Job Role/Description

Response to Challenges

Behavioural Expectations

Monitoring and Performance KPIs Measurement

Multi-source Feedback or 360 Feedback

Management by Objectives

Ranking Scale

Competency Scale

Employee Capacity/Productivity

Employee Billable Percentage

Graphic Rating Scale

Revenue and Profit per Employee

2. Performance Management System

Conclusion

Measure Service Delivery Time

Measure Average Customer Wait Time

Measure Customer Effort Score

Measure Walkaways and Customer Churn

Measure Employee Performance

Monitor Support Request

Measure Complaint Resolution Time and Quality

Measure the Performance of Digital Interactions

Conclusion

1. Content

2. Web Design

3. Responsive and Smartphone Compatibility

4. Dynamic Website & CMS

5. Load Time

6. Search Engine Optimization (SEO)

Conclusion

Queue Management System Market Growth and Rapid Adaptation Trend

Impact of the Pandemic on Queue Management System Market

What is the alternate of a Queue Management System?

Benefits of a Queue Management System

Will the Focus be shifted from Queue Management Systems?

Queue Management System Have Ability to Drive the Business Growth

Cost and ROI

Conclusion

Simple and Easy to Understand Homepage Design

Internal Pages and Content

Offer Digital Services and Helpful Functionalities

Online Appointment Booking

Online Chat & Contact Details

Online Patient Portals

Customer Feedback and Complaint System

Mobile Compatibility and SEO Friendly Website

Conclusion