Automated Queue Management System Archives - RSI Concepts - Top IT Solution Provider Company in Dubai, UAE

April 25, 2023

How a Modern Queue Management System Increase Customer Satisfaction?

A queue management system is used to enhance customer experience and improve customer flow management at a customer facing environment. Whether it is a retail store, a bank, a healthcare facility, a government/public office, or HR department, the queue management system is widely used in Dubai and all around the UAE. With the remarkable progress of technology and especially the smartphones, the overall customer behavior and market trends have been changed. Businesses started focusing on the digital experience by offering online channels, social media, dedicated apps, interactive kiosks and much more. Above all the competition in Dubai and all around the UAE is increasing, which also paved way for many new industry trends. People themselves also become more adoptive towards technology and digital experience. Now a days if someone is going to visit a bank they expect certain things, such as an electronic queue management system, comfortable waiting areas, and a good environment. That is why the queue management system have become an industry standard for service sector.

The queue management system have travelled long way from being as simple as a paper/pen based system to a highly advanced AI (artificial intelligence) based system. A modern queue management system is designed on advanced technology platform which offer businesses a lot of innovative features and help maximizing the impact of the queue management system. The biggest advantage of a modern queue management system is that it help increasing the customer satisfaction which drives customer loyalty and customer loyalty have long-term impact on business growth and success. The customer satisfaction is placed on the top of business goals, as only happy and satisfied customers will keep doing business and that is not all, the satisfied customers tend to promote your brand as well. According to several studies it could be 5 to 25 times more expensive to acquire a new customer comparing to selling to an existing customer, and only happy and satisfied customers will do repeated business with you. That is why the customer satisfaction is always very crucial for a business. In this blog we will discuss how a modern queue management system help increasing the customer satisfaction.

Decreased Wait Time

Whenever we talk about a waiting area scenario there are always two wait times, one is actual wait time which is the real wait time and the other is the perceived wait time, which is usually a perception of our brain. When we face any such situation where we feel stuck, our brain become unhappy of it, hence the wait time which is actually less could felt longer. For example, the real wait time is 10 minutes, but the perceived wait time could feel like 20 minutes or even more. Only a modern queue management system with advanced features will help you to deal with both actual and perceived wait times. A modern queue management system streamlines customer flow, it automates several processes and continuously monitor each and every touch point throughout the customer journey. The queue management system automatically implement queuing policy and its smart algorithms can automatically control the route of the customers and direct them to the fast-moving counters to ensure the maximum performance of the entire branch or customer service center. Thus the customer wait time is reduced. Furthermore the queue management system offers a variety of features which keep distracting the customer during their waiting at the branch thus reduce the perceived wait time too.

Improved Waiting Experience

The customer’s waiting experience is an important factor that contributes to increase customer satisfaction. The customer waiting experience can be improved by adopting modern queuing practices. A modern queue management system allow customers to wait freely in waiting areas, designated spaces or even outside the branch. The customer’s waiting experience is improved by adding multiple distractions which also help reducing the perceived wait time. For example, every modern queue management system has in-built announcement and customer calling system. The announcements are made at a sound system and the data is displayed on a digital signage screen. The digital signage screens are the speakers are placed all around the facility to make sure every customers is in range. The frequent announcements keep customers distracted from the waiting, and keep them engaged. Furthermore the digital signage also regularly update queuing information and it can also play multimedia content to keep the customers distracted from the waiting. All these features can significantly enhance the customers’ waiting experience which greatly increase customer satisfaction.

Offer Multiple Check-in Options

The check-in is one of the most important aspect of customer journey. A modern queue management system facilitates the check-in by offering interactive self-service kiosks which are also used to dispense the tickets/token numbers. The customers are welcomed by intuitive self-service kiosk with multilingual UI (user interface) where they can chose the service they want, or they can put basic information. Based on their choice and the information they have entered, the queue management system later put them in the right queue, and make sure they end-up on the right counter. Furthermore there are several other options which can be offered, for example the modern queue management system also offer virtual queuing features. In virtual queuing the customers can sign-up for a virtual queue using any remote channel and without being present in the physical queue, they are signed-up for the queue. The virtual queuing offers Email, SMS, WhatsApp, Mobile Applications, Online Customer Portals, Website, Booking Portal, QR Codes and such features to offer multiple check-in options. All these features enhance customer experience and raise their happiness and satisfaction.

Quicker Service Delivery

In any customer facing environment the staff will have to face a lot of challenges. Especially if the queuing process is poorly managed, the queue management system is not good enough and especially during the busy hours, the staff will have to take the heat. They will have to deal with the waiting customers, heavy workload, and various other problems. However, when a modern queue management system is deployed, it significantly reduce the problems and enhance customer experience. The queue management system automatically improve customer journey, it help reducing the impact of waiting and keep customers calm. In the meantime the queue management system can automatically route and reroute customers based on the real-time queuing data. This way it can perfectly balance the workload of the employees and distribute the influx effectively and efficiently. When employees work under a balanced workload and most of their distractions are removed, they can easily focus on their primary tasks, hence their performance is significantly improved. Furthermore the queue management system is a very capable tool which can be integrated with other systems, tools and databases. This ability allow queue management system to help service agents in the service delivery process as well which can greatly improve their efficiency and performance. Hence the service delivery process become much quicker, reliable and a better experience for the customer which increased their satisfaction.

Business Intelligence Data Collection

Another great feature of a modern queue management system is to collect a variety of business intelligence data throughout the customer journey. The queue management system capture customer behavioral data, their preferences, and it records the queuing data. The employee performance data and KPIs are also recorded. The business intelligence data is stored and analyzed by in-built analytical tools to draw conclusions. The managers and decision makers can also prepare actionable reports based on the business intelligence data gathered by the queue management system. The data will let management understand basic trends and some sophisticated details to understand customers’ behavior. This knowledge will help management to improve their queuing policy and help them in resource planning and management to ensure maximum performance and efficiency of the branch. The modern queue management systems also collect customer feedback using multiple integrated channels and on-sight touch screens, tablets of interactive kiosks, etc. The customer feedback data further improve their understanding and help them cater to the needs of the customers to maximize the happiness and satisfaction. The business intelligence data help improving the queuing process and it also help improving the customer experience which significantly increase customer satisfaction.

Conclusion

The customer satisfaction is considered to be the key to long term success. A business can never grow without having a loyal and satisfied customer base. All service-based businesses know that the customer facing environment could be very challenging and ensuring customers’ satisfaction could be extremely difficult. That is why businesses have always implemented some kind of queuing policies to improve customer experience. A modern day queue management system is a great tool which is built on AI (artificial intelligence) based smart algorithms and can take decisions on its own by analyzing the queuing data in real-time. The queue management system keep your customers distracted from the waiting while they are waiting in the waiting areas, which help enhancing their waiting experience. All these features help improving the customer experience and increase customer satisfaction. The queue management system also collects customer feedback and business intelligence data which help management understand market trends, customer behavior, their preferences and provide them with in-depth understanding and knowledge of customers’ mind, desires, expectations, needs and liking/disliking.

This knowledge can be used to improve future policies which could be very helpful for long term growth and success. In this blog we have discussed how a queue management system can increase customer satisfaction, if you want to learn more about the subject or if you want our help to implement a modern and customized queue management system for your business, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: Queue Management System for Trucks and Logistic Centers

June 16, 2021June 16, 2021

What are advance components of Queue Management System?

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

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

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

How does a Queue Management System work?

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

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

Here are the advanced components of the queue management system:

What is a Queue Management System Software?

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

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

Customer/Visitor Interface via Self Service Interactive Kiosk

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

Queuing Information and Announcements

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

Agents/Servers Interface

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

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

Administrative Dashboard or Control Panel

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

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

Virtual Queuing Module

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

Social Distancing Enabled Queue Management System

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

Queue Management System Integration

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

Read More: What is Queue Management System?

Queue Management System Hardware

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

Here are the details of some most popular hardware component:

Interactive Kiosk or Ticket Dispensing Machine

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

Digital Signage and Display Screens

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

Customer Feedback System

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

Advance Hardware Accessories for Queue Management System

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

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

Emirates ID Card Scanner or Reader

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

Facial Detection & IRIS Scanners

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

Voice Assistant

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

Conclusion

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

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

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

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

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?

November 8, 2020

Important Hardware Components of a Queue Management System

In this blog, we will discuss the important hardware components of a queue management system which are required to manage the customer flow effectively and efficiently to improve the customer journey. There are so many hardware components that can be added to a queue management system as accessories or add-ons to maximize efficiency. It also depends upon the requirements of the client and the nature of the operations they are performing at their branch/office. The queue management system is essential in building up your business reputation, keeping the visitors/customers happy and reducing the workload of the staff and agents to keep them in high spirits. Overall these all factors contribute to your business’s success.

Before I step into describing the various hardware component I would also like to give a short introduction of the types or classifications of the queue management.

Fundamental Types and Classifications of the Queue Management

These classifications define the services and the overall operation. On the bases of that we determine which hardware components should be included in a particular queue management system solution:

Single Phase Single Channel

Single Phase Single Channel means there is only one agent/counter who will deliver the full service to a single visitor/customer.

Multi-Phase Single Channel

Multi-Phase Single Channel means there are multiple agents/counters to complete a single service and the visitor/customer will have to go through multiple counters for full-service delivery.

Single Phase Multi-Channel

Single Phase Multi-Channel business model means that there are multiple counter/agents for a single service and the customer can be sent to any counter for the full-service delivery.

Multi-Phase Multi-Channel

Multi-Phase Multi-Channel business model means that a full-service delivery requires to visit multiple counters and there are multiple counters/agents for each part of the service hence the customer will have to go through multiple counters for the full-service delivery. And for each service part, there are multiple servers available, the customer can be routed to any of the counters at the respective stage of the service delivery.

Important Hardware Selection and Configurations of QMS

Now that we got a basic idea of how the queuing system works and how should we choose the hardware for a required business model. Let us discuss a few additional details that might further clarify the customer flow operation:

The population of the customers
- Limited: It means a limited number of expected visitors/customers, such as Psychiatrists clinic, boarding counters at the airport, etc
- Unlimited: It means an unlimited number of the customers/visitors are expected, such as Banks, Sales Counters, Customers Support and Services Offices, etc
Method of Arrival
- Individual Arrival: Most of the businesses are operating on individual arrival model
- Group Arrival: Only certain businesses or service centres adopt this model, such as HR departments, immigration services, etc
Service Mechanism
- Number of Counters: How many agents/counters do you have?
- Service Types: Do all the counters/agents serve the same service or different services?
- Number of Queues: Is there a single queue for all the counters/agents? Or separate queues for separate counters/agents?

Here are the basic hardware configurations for the above-mentioned queue management system setups:

Ticket Dispensing Units

This is the very first interaction of the visitor/customer with your branch or service centre. The visitor/customer will get a ticket as per their required service and will be issued a queue number. There are multiple ticket dispensing units types that are very popular in Dubai, UAE. Such as:

Kiosk Machine

A kiosk machine is the most popular ticket dispensing option all across the world. The kiosk machines with reasonably large and bright touch screens provide a good interactive experience. Very helpful in sign-ups with service lists, instructions and relevant information on the screen. Thermal printers are widely used to dispense the tickets.

Table Top Ticket Dispenser

Table Top Ticket Dispensers are more useful at the receptions and in such setups where the staff will generate the ticket or do the sign-up for the visitor/customer. Large touch screen with easy-access and small form factor can easily blend-in the surroundings and looks great on counters and receptions.

Wall Mount Ticket Dispenser

Wall mount ticket dispenser is built on a very compact form factor device and is very suitable for the situations when we have limited space.

Routing Display Units

The display units have to be placed on strategic locations so that each and every visitor/customer present in the waiting area should be able to view them. The routing display units are being used to display the current serving tickets, next tickets, and other relevant information.

Counter Plates and Signs

These counter plates and signs are used on the counters to direct customers and visitors to their counter/agent. There is multiple hardware which can be used for this purpose such as:

Counter Plates: These are ordinary nameplates with counter numbers or names on them
LED Screens: LED Dot Matrix Screens are dynamic LED displays to display the counter number or name, they can be controlled from the queue management system server
LCD Screens: These are fully coloured small-sized screens to display the counter number and name, or any other information can be displayed as well form the QMS server

Sound System and Audio Announcements

The sound system and audio accouchements are very important, as some of the visitors/customers don’t pay attention to the routing display units, instead, they could be engaged in their smartphones, or conversations or anything, so the audio announcements could be very helpful. Multilingual announcements are even more effective.

Digital Signage and Large Displays

The digital signage and large displays are very helpful in keeping the visitor/customer engaged. Businesses can play promotional content, marketing content or any adverts on the large screens as well as the queuing information which not only reduce the stress of waiting but it also helps the customers/visitors to stay focused on the queue calling.

Virtual Queuing

Virtual queuing is a modern technology introduced to queue management systems. This enables visitors/customers to sign-up remotely via emails, calls, smartphone application, QR Codes, etc. This not only reduces the wait time to a significant level but also provides relevant real-time information to the customers/visitors. QR Codes can be generated and provided on convenient locations so that the customers can access them to do the sign-ups.

Physical Queue Management

The physical queue management is more effective in large places and for a very large number of visitors/customers such as cinema, airports, mass transit stations, etc. Here are some physical accessories that can be added along with the queue management system:

Stanchions or Belt Barriers

Stanchions or Belt Barriers are easy to manage and can be placed and removed quickly. They allow the branch management and staff to manage and route the queue more effectively. The stanchions are also very helpful in managing a large crowd in comparatively smaller spaces. This also eliminates the possibility of queue-jumping and line-cutting in large crowds.

Physical and Digital Signs

Physical and Digital Signs are used to route customers/visitors effectively in large spaces. Especially in multi-place facilities when a service can be delivered through multiple counters and all of those counters are located in different areas. The physical and digital signs are very helpful in displaying the ticket information and/or directions in lobbies, escalators, etc. A combination of digital signs with dynamic information and static of physical signs can help to manage the customer flow with ease and efficiency.

Human/Agent Management

In human/agent management setup the businesses provide a dedicated staff member or agent to a single visitor/customer so that the agent can take the customer through the whole journey and make it more convenient and stress-free for them. Obviously, this is a very costly queue management solution so most of the organizations and businesses are using this along with all above-mentioned hardware for their selected/premium customers/visitors only. The staff agent can perform all the task with the following devices:

Portable computers
Apple iPad or Android Tablets
Portable QR Code Readers and Scanners
Portable Ticket Dispensers and Printers

Any of the above or a combination of the above hardware can be provided in the queue management system to enhance the customer experience in human/agent management setup. Furthermore, a few other portable devices can also be added which should be carried by the agent/staff to ensure utmost customer satisfaction at the branch.

Read also: Paperless Queue Management System

Queue Management System Software

No queue management system can provide the desired results without a well-crafted software and control console. Although the software is not part of the topic still I want to emphasise on its importance. Here are some of the important modules a queue management system should have in order to provide the highest performance and best returns over your investments:

Customizable Administrative Control
Data Collection and Synchronization
Real-time updates and stats
Centralized information centre
Remote access and management
Key Performance Indicators (KPIs)
Multilingual Compatibility
Comprehensive Reporting Module
Powerful Statistical and Analytical Engine
Integration with third-party software and applications
Smartphone Applications
Customer Feedback Collection

The above-mentioned features are very critical if you want to achieve maximum operational efficiency of any queue management system setup. Though some of them might not be relevant to some of the configurations of the QMS setups I have mentioned above such as the smartphone applications and the customer feedback modules but rest of all are mandatory for any queue management system setup.

Conclusion

Before opting for any queue management system the businesses, consultant and the vendor should have to identify the requirements with 100% clarity. Then the hardware ingredients should be chosen with great care as per the queue management model. The hardware component’s installation and other dependencies are there so repeatedly revamping the system could increase the cost as well as it could cause interruptions in the operations. The system components should be selected on the basis of the service type, service delivery mechanisms and the physical location. The hardware of a Queue Management System is a very important part but the QMS software should also be able to work in hormone with the hardware to achieve the desired results.

The queue management system is not only essential to handle large crowds or for customer flow management but it can heavily impact the general perception of your visitors/customers and can make or ruin your brand identity. It is always wise to contact an experienced consultant like RSI Concepts, the best queue management system providers in Dubai, UAE and GCC. But a basic knowledge of the system is also mandatory for the businesses and the organization who are looking for a new queue management system solution.

Check this out: 5 Features of Queue Management System