best queue management system Archives - RSI Concepts - Top IT Solution Provider Company in Dubai, UAE

April 18, 2023

Queue Management System for Trucks and Logistic Centers

Most of the time the logistic centers, distribution hubs, warehouses, manufacturing units and such facilities can have very chaotic environment which can cause frustration among the drivers who have just been arrived from a long journey or are preparing for one. Furthermore a small mistake can cause delays which could be very expensive in some cases. Whatever the case is the delay and frustration among drivers and staff impact on the productivity of the business. Furthermore there are several other problems which caused by or are cause of poor management and result in poor performance, unwanted delays and unhappy staff. The scheduling can also be very hectic when there is poor queue management as most of the time it is difficult to track the vehicle/truck, especially when the supervisor or ground staff wants to pin-point a vehicle/truck they must have to find it first. The transport flow administration, truck tracking and queuing process could be very complex and difficult without a proper system in place. That is why the queue management system that is dedicatedly designed for transport flow management is a better choice to improve the performance of such businesses.

What is the Difference between Ordinary Queue Management System and a Transport Flow Management System

A queue management system is a digital solution for the customer flow management. Usually the queue management system is used to improve customer flow, customer journey and to manage customer experience. The queue management system for trucks and logistic centers is not as that different either, it is also used to improve customer experience, performance and productivity. However, the customers and the way the customer flow is managed is slightly different, as the queue management system for trucks and logistics centers manages trucks and vehicles instead of people.A wide area has to be monitored and managed instead of small waiting rooms or lobbies. That is why the queue management system for trucks and logistic centers uses a slightly different technology, however, the overall concept of the queuing is the same, only the technology and a few processes could be different. The ideal solution is to acquire a customized queue management to fulfill all your needs.

Queue Management System for Logistic Centers

The queue management system when implemented at logistic centers, warehouses, production plants and transport hubs have different hardware, usually an interactive kiosks with RFID, plate reading camera, facial recognition, and such instruments are used to facilitate the check-ins and reduce the time required for a customer service representative. Moreover the queue management system can collect live data and provide real-time updates which enable the manager to effectively manage the entire facility and also help reducing the resource consumption. The queue management system for trucks and logistic centers is specifically designed to rectify the inherent problems of such facilities and to improve their productivity. The smart features of a queue management system enable managers to carry out several plans such as planning the right time, date, and entry point for a vehicle, their entire route inside the territory and when they will be leaving. The dedicated transport flow management features help enhancing driver’s experience, reduce fuel consumption, save time and maximize the performance and productivity of the logistic center.

Simplify the Check-ins and Improve Performance

Most of the time the drivers and the staff has to spend time on checking in drivers and acquiring the paperwork and other stuff. However, with the interactive self-service kiosk that comes with the queue management system, the check-in process become self-service and relatively easier. The check-in kiosk allow truck drivers to interact with the system in their preferred language, they can scan documents and authenticate the IDs and do all process just from the interactive self-service kiosk. Furthermore the interactive self-service kiosk also allow management to put updated instructions, processes and news on the screen which also help improving the communication. Call center access and intercoms can also be added to help drivers access the support. Furthermore the queue management system is an integrated software application, which can interact with other systems too, whatever the case is it can immediately send alerts to all concerned persons in case if there is a delay, change of plan, reschedule or anything important. Such features can significantly improve the productive and performance of the facility.

Self-Service Vehicle Registration and Automatic Routing

The queue management system for trucks and logistic centers is built on AI (artificial intelligence) based smart algorithms which enable you to offer self-service and vehicle registration. The vehicle registration can be done using the integrated self-service interactive kiosk, or it can be done using an independent/third-party tool and the data can be linked to the queue management system. The vehicle routing can be done using in-built transport and vehicle flow management module. The system is completely configurable, it help implementing your policies and strategies. You can plan visits and add schedules which will help you improve the trucks and vehicles’ flow. Furthermore the vehicles can be routed using multiple dynamic and static signs and information screens which are linked with the queue management system. Another great feature of a digital queue management system is that it can collect and process queuing data in real-time which further help in enhancing the customer journey and it also help improving the vehicle flow.

Minimize Wait Time and Reduce Expenses

For the trucks and logistics centers the fuel economy matters a lot, no matter what types of vehicle you are using, the fuel economy and the long wait time could have serious long-term consequences. The queue management system for trucks and logistic centers have in-built analytical and smart features which can automatically collect queuing data from all touch points. The modern queue management system can also process the data and take decisions in real-time. This can greatly reduce the average wait time, as the vehicle routing is also automated, so the vehicle flow will be quicker and waiting time would be less. Thus the waiting time is reduced the fuel consumption of each truck/vehicle is also reduced. The queue management system is also capable of routing the trucks throughout the facility which will further help reducing the wait time and help improving and enhancing the customer journey. The reduction in fuel consumption, automatic routing reduce staff requirements, and on-time arrival and departure can help reducing the expense and operation cost.

Improve Communication and Collect Business Intelligence Data

A great advantage of a modern queue management system for trucks and logistic centers is that it enables you to improve communication between the truckers/drivers and the staff. Any update or alerts can be immediately delivered to the inbox of the vehicle drivers and any other concerned person. Furthermore the digital queue management system also offers smartphone applications which can further improve the communication. The queue management system for trucks and logistic centers is a digital tools which have in-built features to capture valuable business intelligence data which includes transportation flow management data, individual vehicle data, vehicle movement tracking, general stats, waiting time details at each checkpoint/stage, user preference and user journey details. All the data is processed by in-built analytical tools and transformed into actionable reports which can be utilized in decision making processes and help businesses make more informed and accurate decisions. Businesses can also use in-built feedback collection module to collect feedback from the truck and vehicle drivers such as self-service interactive kiosk, SMS, smartphone apps, emails, etc.

Overall the improved communication help achieving the higher efficiency and the business intelligence data help businesses to make long term plans and policies to maximize the productivity and profitability. The queue management system can also be integrated with other systems and tools, which help it to fetch or push data from and to other systems. The business intelligence data can also be fetched from other tools and systems and vice versa to make it more impactful and useful.

Conclusion

In Dubai and all around the UAE the transportation infrastructure is very advanced comparing to other parts of the region. However, the transport hubs, logistic centers, large production complex and such facilities lack a modern and advanced vehicle flow management system. In this blog we have discussed how a queue management system can be helpful in managing such facilities. A digital queue management system for trucks and logistic centers can be a great tool to maximize the performance, productivity and profitability. The queue management system not only automates user journey but it also help maximizing the performance and make everything easier for both the drivers and the staff. The queue management system can greatly optimize the operational cost by reducing various expenses. The business intelligence data help businesses understand their current setup and highlight the areas of improvements. When it comes to acquire a queue management system the market is full of various different solutions, if you want us to help you implement a customized queue management system for trucks and logistics centers or if you want to learn more about the subject, 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.

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April 4, 2023

Government Digital Transformation: Implementation of Queue Management System

The Government of UAE and other local governments are proactively adopting to digital technologies and modern solution in fact the government’s vision is to completely eliminate the paper and go fully digital. For that the government of UAE and local governments have taken several initiatives, and established a framework for all government offices, ministries, and departments. The digital transformation is one of the several revolutionary steps taken by the UAE government to improve the service quality and increase the access to the ordinary citizens. We all knows that the government offices, ministries and departments are the busiest places with large footfall. The higher volume of visitors not only cause problems for the visitors but also for the staff. Therefore a solution is required to streamline the footfall and customer flow. The queue management system is a great tool to organize and manage the customer flow and customer experience, it also help reducing the workload of the employees and enhance their performance.

The UAE government and local governments also emphasizes on delivering excellent customer experience. The public also demand quality service and quicker delivery which put digital transformation at the top of the agenda for UAE and all local governments. The government departments and offices want to provide excellent customer services, comforting waiting experience and higher customer satisfaction. The large footfall is not the only problem, some offices and departments are also short on staff, some have multiple shifts and some have other limitations which are causing issues with adopting to modern queuing methods. However, a digital queue management system can be game changer, it can streamline customer flow, organize the queuing process and it can minimize the waiting time while improving customer waiting experience and employee performance at the same time. In this blog we will discuss how a queue management system can significantly enhance government’s digital transformation.

Implementation of Queue Management System

A queue management system is a digital solution based on software and hardware components. A standard queue management system consist of a core software application which is usually hosted on servers or cloud. There are dedicated user dashboards for different user groups such as service agents, administration, branch managers, etc. The customers/citizen interact with the system through a self-service interactive kiosk which also dispense the tickets. There is an audio-visual announcement system which is used to make multi-lingual announcements. A regular queue management system can significantly improve customer experience and it can also help improving employee efficiency which also impact the customer happiness. The queue management system also offers centralized administration and management features. Which allow the head office to monitor and control all connected branches. The branch managers and local administration can have their own localized access, but the head office can access the entire network. Such features are great to support the internal workflows and processes of a government department, ministry or office.

Benefits of Implementing a Queue Management System

The queue management system is a digital solution which is capable of integrating with other systems and tools to maximize the customer experience and performance of the queuing process. The centralized administration and management also enable queue management system to integrate with other systems and databases which is helpful in offering innovative features to enhance the customer experience and to improve the administrative capabilities of the management. The queue management system also help government offices and department to integrate modern communication channel and tools to allow customers and visitors to sign-up using multiple channels which make the process simple. The queue management system automatically manages the customer flow and customer journey, which help reducing the customer wait time and it also significantly improve the customer flow. The digital queue management system also capture valuable data and provide management with insight and better understanding of customer behavior and trends which help them improve their internal processes and take steps to maximize the efficiency of the queuing process.

Here are the key benefits of implementing a digital queue management system:

Reduce Customer Wait Time: The customer wait time is one of the most crucial factor in customer journey, the queue management system streamline everything, and automatically handle the customer flow which help maximizing the efficiency and reduce the customer waiting time. It also help improving the employee performance by allowing them to focus only at their primary tasks, which improves their happiness.
Streamline Customer Flow:The government offices and departments always have large customer flow, during peak hours it become difficult to effectively manage the queues. However, with the queue management system everyone is issued with a ticket hence everyone knows when their turn came, and people also don’t rush to enter in random queues, instead people prefer to wait in waiting area which help organizing the queuing process.
Online Appointment Booking:The modern queue management system allow businesses to integrate online appointment booking module and offer customers easy-access to booking portal. The portal is integrated so the customers can also view additional information which help them to choose the right time, date and service. A planned visit help reducing customers’ frustration and it also enable customers to arrive just before their booked slot and get instant service.
Enable Virtual Queuing: The virtual queuing is one of the most modern queue management method, it allow customers and visitors to utilize multiple remote channel to sign-up for the queue, such as online, booking portal, website, mobile applications, SMS, email, WhatsApp, etc. The customers are not required to physically present in the waiting lines, instead they get live queuing information on their preferred channels and are free to arrive only when their turn came.
Improve Communication: A queue management system offers various integrated channels to enhance communication. When customers arrive at a government office they need information the same information can be provided using the digital signage screens, remote channels such as Email, SMS, mobile apps, online portals, etc. The communication is a key to customer satisfaction, providing them relevant information can significantly improve their experience and happiness.
Centralized Administration: The centralized administration is great for government departments and ministries as such institutions have multiple branches and offices so the centralized administration keep every branch aligned and allow the head office to monitor and control every connected branch in real-time. The queue management system also support internal processes, administrative hierarchies and workflows which significantly improves administration.
Improve Employee Performance:The employee performance is effected by large footfall, poorly organized waiting lines, unbalanced workload and problems inherent by manual queuing. The queue management system on the other hand not only eliminates all problems but also help reducing the workload of the employees as well. Employees get support with their tasks, they can focus on their primary tasks without any interruption which improves their performance.

The digital queue management system is a great tool for digital transformation of the government departments, offices and customer service centers. The queue management system not only help improving the customer journey but it also help maximizing the overall performance of the entire branch and help reducing the operational cost. Thanks to smart AI based software algorithms which enable queue management system to process data in real-time and take decisions. All the features of a queue management system maximize the employee efficiency, help management to effectively utilize resources and reduce the need of several additional staff which results in serious cost-reduction and help optimizing the operational cost. The smooth experience, excellent quality service and innovative features of the modern queue management system help improving the image and perception of the government entity and in fact the entire government.

Conclusion

The government offices and departments are places where people have to visit for essential services, most of the time we found these places crowded. The large footfall is common, on top of that the peak hours and in some cases peak days could bring huge influx. Such scenario cause problems for both the customers and the employees. That is why the queue management system is an ultimate answer to all those problems, in fact it is a great tool to support government’s digital transformation policy. The UAE government and the local government all are stressing on importance of happy customer experience and quality of service. The queue management system help them achieve their goals and also help them reduce their operational cost by leveraging the digitalization and automation which reduce staff’s workload and improve the customer flow. Overall the customer journey is reduced, their experience is enhanced and the staff performance also improved as they can easily focus on their primary tasks instead of solving queuing problems and answering to unhappy customers in the waiting lines.

In this blog we have discussed the benefits of a modern queue management system, if you want to learn more about it or if you want our help to implement a modern cost-effective queue management system at your government office or at your business, please feel free to contact us through our Contact Us page or leave comment in the comment box below and we will get in touch with you soon.

Check out this: Benefits of Customized Queue Management System

February 14, 2023

Queue Management System Features you Need for Modern Queuing

The customer behavior, their needs and demands and the market conditions are always changing, businesses need to be more adoptive and pro-active in order to keep themselves up-to-date and competitive. Here in Dubai and all around the UAE the markets are more competitive, the customers are also very savvy, and their demands are skyrocketing. The economy is continuously growing, the competition is rising day by day, and customers have a lot of options available to them. One bad experience and your customers will leave you for good. It is extremely crucial to maintain a healthy, strong and satisfactory relationship with your customers. The customer loyalty is one of the most precious asset for a business. This is why businesses are very eager to align themselves with their customers’ needs and demands. When it comes to a queue management system, the business leaders or CX (customer experience) managers can easily get overwhelmed with the sheer number of options available in the local market.

The effectiveness and impact of a queue management system depends on the system’s features and your needs. One doesn’t always fits all, but there are some universal features that can be very beneficial for all types and sizes of the businesses in the service sector.In this blog we will explore such features that can help all types and sizes of business to greatly improve customer experience and their queuing process.

What is Modern Queuing?

The queuing has come long way, traditionally the clipboard and pen based queuing was the way to manage the large footfall and crowded waiting areas. Later on businesses started realizing that they need to do more, this is when the technology starts coming in to the play and that was the time of inception of the modern queuing. The modern queuing methods that businesses are following in Dubai and all across the UAE are have evolved a lot. The technology itself have transformed a lot, now a days, the technology is widely available, the digital ecosystem and IT infrastructure of an average business is enough to support the modern queuing methods and practices. By definition the modern queuing is a queue management system based on the digital technology and software-based solutions. It helps automating several queuing steps and it can automatically manage customer routes and other major queuing tasks. With the help of digitalization and automation the business processes become very efficient and cost-effective too.

Features of a Modern Queue Management System

A modern queue management system is a software based application aided with several hardware devices. Usually there is a sign-up kiosk which allow customers to interact with the system, chose their required service, input data if needed, and dispense the ticket number. There are digital signage and large screens used to display the queuing information and audio announcement system is also considered to be an essential component of the modern queuing. Apart from that there are several administrative dashboards which let managers, head office and service agent interact with the system. The modern queuing system can also integrate with third-party tools, customer database, central information system and any other software to improve functionality and performance of the system. There are many benefits of a modern queue management system, some are more beneficial for some businesses than the others and so on. Here are the most useful features of a modern queue management system which are equally beneficial for all businesses.

Queue Management System Features: Digitalization and Automation

A modern queue management system converts the traditional manual queuing process into a more effective and efficient digital business process by leveraging the technology and AI (artificial intelligence) based software. The digitalization greatly improve the process and also capture valuable data which can be later utilized in various other processes. The digitalization also help automating several customer journey steps and improve customer flow. Due to digitalization and automation the human efforts are significantly reduced which means the business need much less resources to manage their queuing process. The modern queue management system works on smart algorithms which are capable to capturing data in from all touchpoints and various other details and enable queue management system to take real-time decisions to improve the queuing. Furthermore the modern queue management systems also provide self-service sing-up channels to the customers. Usually there is an interactive touch-screen self-service kiosk to sign-up the customer and dispense the tickets. But there are several other methods that can also be offered to customers to improve their experience, such as remote sign-up, mobile apps, online appointment booking, etc.

Queue Management System Features: Significant Reduction in Wait Time

The customer wait time is the single most impactful factor that can completely ruin your all efforts to attain customer satisfaction. According to several studies on an average a customer can wait for up to 5 to 9 minutes, this time limit is different for different industries, after that threshold the customer will start getting stressed and frustrated which will ruin their experience. That is why no matter what type of queue management system you use, the wait time should be minimized as much as possible. The digital queue management system used modern technology and AI based algorithms which enable them to minimize the customer wait time. When the customers sign-up for a queue, they are given a ticket number, the customer flow and movement of queues is fully autonomous, which eliminate any staff involvement in it. Furthermore the customers are allowed to wait comfortably in the designated spaces, hence not much management is required. The automation and no human involvement can significantly reduce the wait time. It also let the service agent focus on their primary tasks, which improve service delivery and make it quicker.

Furthermore the modern queue management system also help service agents in their tasks, which reduce their efforts and improve their focus on service delivery and other crucial tasks. A modern queuing need digitalization and automation, the electronic queue management systems help managing various other tasks for the staff which greatly improve the service quality and help reducing the service delivery time which eventually reduce the customer wait time. The electronic queue management system also capture valuable performance insight which help businesses further enhance the employee performance and reduce the customer wait time. The queue management system have capabilities to monitor the entire queuing process in real-time which enables it to take real-time decision and improve customer flow. For example, if a service counter is slow due to any reason, the queue management system can automatically redistribute the workload to ensure all counters work under a balanced workload, this also help reducing wait time and when employee work under balanced workload their efficiency also improves.

Queue Management System Features: Support for Virtual Queuing

Virtual queuing is not a new phenomenon. However, since the 2020 we have witnessed a huge rise in the adaptation of virtual queuing all across the country. The virtual queuing isthe most modern form of digital or electronic queue management systems. It takes the waiting time management to the next level, the methods and practices adopt by virtual queuing can literally reduce the wait time to none. Basically the virtual queuing offers more freedom and flexibility to the customers, it allow them to remotely sign-up for the queue by interacting with queue management system using digital media such as SMS, Email, WhatsApp, Mobile Apps, Website, Customer Portals, Appointment Booking Portals, QR Codes, etc. These channels allow the customer and visitors to remotely sign-up for the queue and receive queuing updates through the most convenient channel. This means they don’t have to be physically present at the premises, they will be singed-up in a virtual queue. This allow them freedom to wait anywhere they want to do whatever they want to do during that time. Furthermore they can also plan their visit in a way that they arrive at business only when their number is called. The virtual queuing minimize the wait time and improve customer experience by offering them more control, flexibility and freedom.

Queue Management System Features: Centralized Management

A digital or electronic queue management system is based on a queuing server application which is hosted online, in cloud or at a local in-premises datacenter. Which allow it to capture all the information and data in a centralized repository. This also help solving many management related problems and also offer more innovative features to improve the queuing process and to drive the efficiency. Usually business have multiple branches, regional offices, outlets, or customer service centers, and a single main location or head office. The head office is where the senior management resides, who want to monitor and control all connected branches. The queue management system offers a centralized management mechanisms where it provides head office staff full control over all the branches and share live queuing updates with the head office to improve the monitoring. The queue management system also allow businesses to configure desirable workflows and managerial hierarches to align the queuing process with their existing management structure. The head office and the managers with access can have full control and real-time information about the queuing which enable them to take quick actions to improve the customer flow and to solve the problems or handle the disruptions.

Queue Management System Features: Data Collection

The modern day businesses and marketplaces are heavily relying on information technology and the data is the lifeblood of information technology. A digital queue management system provides a great insight on your queuing process and performance. It can accurately capture footfall insight which help management identify various trends, such as peak hours, days, occasions, popular services, customer churn, etc. The electronic queue management system can also capture employee performance data and various KPIs, such as the average number of served customers in a shift, the active/inactive time, the time spend on a service delivery, etc. The queue management system can also capture customer feedback data either from on-site touchscreens or tablets, or from other channels such as WhatsaApp, Mobile Applications, SMS, email, etc. Any good digital queue management system also have in-built data analytical tools, which help managers to performance various analysis within seconds, and produce actionable reports. The queue management system can also integrate its data with the central information system or any other third-party tool and it also offer data sharing features which improve the control and monitoring capabilities of the management.

Conclusion

The customer happiness and customer satisfaction are the most crucial factor for the modern businesses, the market have already started transitioning from business oriented to customer oriented and that is because of rising competition and more demanding customer behavior. The queuing process is extremely important for the service sector. Businesses who failed to organize and manage their queues will loss the customers and eventually their reputation as well. That is why leveraging modern technologies to adopt to modern queuing has become an essential. A digital or electronic queue management system is a technology based solution for your queuing process. It streamlines customer flow and leverage the automation to improve the process and performance of the employees and customer service reps. The digital queue management system also provide a wealth of valuable business intelligence data which help businesses understand the customer experience and help them identify the areas of improvement to further increase customer satisfaction. In this blog we have listed the key features of a modern electronic queue management system, if you want to learn more or if you want our help to implement a custom-made highly cost-efficient digital 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: The Benefits of Electronic Queuing System

December 9, 2022

Key Tips to Improve Service Quality through Queue Management System

For any business the primary goals is to satisfy its customers, generate more revenue and grow. The service sector in Dubai and all around the UAE is very concerned about the rapid changes in the market trends, market behavior and technology advancements. The customer experience and service quality are the most important factors for any business’s success. However, each business will have to find a balance between the resources they have and the quality of service they provide. Investing a lot of resources in service delivery processes can surely improve the service quality but this approach could jeopardize the growth. That is why each business has to maximize the efficiency, productivity and performance in order to achieve the high quality of work with whatever the resources they have in hand. For that businesses adopt different methods and bring innovative solutions to maximize the operational efficiency and the quality of the work. This enable businesses to utilize their resources at maximum potential and achieve higher performance efficiency.

When it comes to efficiency and quality of work, for the service based businesses the service centers are the main customer facing channels. Customers tend to visit the service centers to avail various different services, for that the business have multiple counters in a service center to ensure maximum customers get served with minimum wait time. Sometimes there are some exclusive counters for some exclusive services, sometimes there are stepped services which require customers to go to multiple counters to get the full service and so on. There could be different service methods and work flows as per the business model and their practices. However, one thing in customer service centers is universal and very common, which is long waiting lines. The queue management is one of the most critical business function. Different service based industries have different footfall patterns, but all have some peak hours or busy days than the others. The customer footfall will be higher in certain hours of the day which could cause slow moving queues, long waiting time, and even crowed formation is common. That is why a digital queue management system is used to deal with these sort of problems. In this blog we will discuss how a queue management system improves the efficiency of the branch and how it improves service quality.

What is a Digital Queue Management System?

A digital queue management system is a modern solution to manage queues at the large customer service centers. The queue management system is a digital tool, it consists of two parts, one is software and the other is hardware. The major hardware components are interactive kiosk or ticket dispensing machine, digital signage and audio announcements system. The software is designed with highly advance AI (artificial intelligence) based smart algorithms which makes queue management system capable to continuously reading analytical data and take decision in real-time to maximize the efficiency of the queuing process. The queue management system software is usually hosted at a server, or online or at cloud. The agents gets their agent dashboard which provide them features to perform their queuing related tasks and it can also help them improve the service delivery process. The customer UI (user interface) is designed for the interactive kiosk.

However, some modern queue management system allow customers to interact with the system through multiple channels such as smartphone apps, online portals, and other channels. The administrative dashboard is for the management and staff and it is the main command and control system of the queue management system. Furthermore there are different types of software and hardware accessories that can be added to the system on the bases of needs of the business. The virtual queuing is the most modern form of the queue management system it is capable of reducing the customer wait time to literally none. There are several hardware accessories that can be added to the queue management system such as Emirates ID card reader, passport scanners, RFID Job ID Card Reader, Barcode & QR Code reader and several others. The software is capable of integrating with several systems and databases which allow the queue management system to offer more innovative features to enhance customer experience and to maximize the service quality.

Key Advantages of a Queue Management System that Help Improving Service Quality

The queue management system is used to deal with day-to-day queuing problems. However, the queue management system doesn’t only regulate the customer flow but it is a very capable tool which can help improving each and every touch point of the customer journey. The service quality doesn’t only depends on the capabilities of the service agent, in fact there are a lot of other variables which help businesses gradually improve the service quality. If a business is failed to manage the customer flow and the queues effectively the customers will have to wait longer, their waiting experience would be average or mostly below average, they will get waiting stress and they could reach counter in a highly uncomfortable mental state. After a long waiting time most of the customers just want to get everything done as quickly as possible, hence they make the job of service agent more difficult. Moreover when the queues are poorly managed the service agents also have a lot more work to do, they will get distracted from additional tasks to manage the queues, communicating with the customers in the waiting lines, and much more. Which effect their performance. All this led to a poor service quality. Here are the key advantages of a queue management system that help businesses improving the service quality.

Reduced Wait Time

One of the most crucial part of customer journey is the wait time and it could have profound effect on service delivery as well. As per industry standards and several international studies the average acceptable wait time for a customer is 5 to 13 minutes, depend on the industry. In traditional and manual queuing environment an average wait time could reach somewhere from 20 to 100 minutes on an average, depends on the footfall and industry type. However a digital queue management system can reduce the customer wait time by 30% to 70% depends on the industry. Furthermore the virtual queuing is a highly efficient queue management system which can literally reduce the wait time to zero. That much of reduction in the customer waiting time can have significant impact on customer happiness and customer satisfaction. Traditionally the queue management is not an easy task, it requires a lot of manpower and even then it cause a lot of problems which result in customer unhappiness and dissatisfaction, such as line jumpers, long waiting lines, dispute among customers, customer complaints about favoritism or poor management and much more. All these issues not only make your customers unhappy and frustrated but also have a toll on the employee performance.

A digital queue management system let customers sign-up for the virtual queues, hence they don’t have to physically wait in the lines. It offer customers freedom to wait comfortably in the designated waiting areas and help improving their experience. Furthermore the queue management system is a digital tool, hence the customers and visitors knows that the queues are managed by a computer operated program. This assure them there would be no line jumping, no favoritism and no mismanagement. Hence the customer complaints reduced to literally none. The queue management system automates the customer sign-up processes with the help of self-service solutions. Furthermore the self-service interactive ticket dispensing kiosk can be used to acquire some basic information about the customer’s needs. Which help queue management system to put them in the right queue. Furthermore the queue management system can divert customers from one counter to another in real time to ensure maximum efficiency. This entire process is automated, hence the wait time is significantly reduced. Since there is no human involvement the entire process is automated, the efficiency is high which improve customer flow and reduce wait time.

Improve Customer’s Waiting Experience

Reducing the customer wait time is a great advantage however, the improving the customer waiting experience could double their satisfaction. There are certain features that a queue management system offers which help businesses improve the customer waiting experience. The wait become more difficult if we don’t know how long we would have to wait. A queue management system captures analytical and system usage data, it also monitor several employee performance KPIs. The AI based smart algorithms can easily determine the expected wait time. Publishing the expected wait time help reducing the stress of the customers. Furthermore the digital signage keep displaying the live queuing information which also keep customers engaged and distracted from the waiting. The queue management system also allow businesses to publish multimedia content for information and entertainment to keep user busy. The multi-lingual audio announcement system keep announcing the next ticket number. These all things keep user distracted from the boredom of the waiting and keep them engaged which reduced the stress of the waiting and improve customer’s waiting experience.

Improve Customer Flow

The customer flow is of the major aspect of queue management. Usually in each service center there are several counters, there are several services and each service is different from the other. There are so many factors that can affect the customer flow. For example, some services take more time than the others, there are certain services which can be only offered by the exclusive counters, different service agents work on different pace, etc. All these factors can impact the customer wait time. The queue management system take account of all these aspects and it is capable of taking fully autonomous decisions in real time, which enable it to utilize the full potential of the service agents and maximize the productivity. For example, if a particular service is offered at 3 out 10 counters, two of the service agents are working at a good pace, one is relatively slower and takes more time to serve a customer than the peers. In such case the queue management system can sense the customer flow pace, and it can move more customers from the fast moving queues than the slow moving queues to maintain the balance which also increase the overall performance of the team.

Furthermore there are several services which are exclusive and there are customer groups which require different treatment as per the business policy. In such scenarios the queue management system can completely understand the customer route and ensures a smooth customer flow. The queue management system can automatically direct the premium or VIP customers to exclusive counters, it can direct the customers to the designated counters based on their service requirements. If a counter stopped, it can automatically divert and distribute the load at the other counters. These features are fully autonomous, the businesses can configure their policies as an instruction set for the system and the queue management system takes all the decisions in real-time based on the data it is capturing from different sources and touch points. The queue management system can also effectively improve the customer flow for the stepped services. A stepped service is a service that is distributed among more than one counters, the queue management system can not only ensures smooth customer flow but it also direct customers to the next steps. Basically the automation plays a vital role in maximizing the customer flow.

Offer Virtual Queuing

The virtual queuing is the most modern and advanced type of queue management system. The virtual queuing allow customers to utilize remote channels and mediums to sing-up remotely for the queues. It means that the customers are not required to be physically present at the branch. The virtual queue management systems are integrated with multiple channels, such as queue management system mobile apps, online customer portals, company website, SMS, QR Code, WhatsApp, etc. All these channels improve customer experience by providing them freedom and control over their interaction and facilitate each customer journey step. Since the customers are signing up remotely, hence they can plan their visit to arrive only when their turn comes. They don’t have to sit in the waiting areas anymore. They can do whatever they want to do, this offer a great relief to the customers and doesn’t put any waiting pressure on them. Furthermore the remote channels also allow businesses to enable communication with the customers and send them alerts and notifications to keep them updated with the queuing status. Less wait time means no stress or frustration, the customers get served as they arrived. This has a great impact on customer interaction and make it easier for the service agent to deliver a satisfactory experience.

Reduce Employee Workload and Improve Efficiency

With the traditional queuing the employee works under high pressure and they have to deal with a lot of unwanted tasks such as managing the queues, answering to people’s queries, solving their disputes, and such activities. This can have a serious impact on employee efficiency and on top of that the business will require a lot of additional staff to ensure a smooth customer flow during the peak hours. However, with the queue management system the employee doesn’t have to deal with any of such task, the entire customer flow is managed by the queue management system. This reduce the work load of the employee, furthermore the queue management system automatically manages the customer flow which is also very helpful in evenly distributing the customer among all available counters. When employee work under balanced workload their performance automatically got improved and they tend to be more satisfied. Moreover the queue management system can also be integrated with internal systems and other business tools which enables it to help service agents with their pre-service and post-service tasks, and reduce the delay. Happy and satisfied employees tend to deliver better service and on top of that since the customers also arrive with a calm and stress-free mind, it is easier to satisfy them.

Collect Business Intelligence Data and Improve Decision Making Processes

As the queue management system is a digital tool it has capability to collect and record analytical and performance data. The queue management system can collect information about the footfall, the peak hours/days, different patterns, the data about the service usage, the employee performance data and even the customer feedback data which help management to take informed decisions and based their policies and strategies upon the analytical, historic and feedback data to maximize the customer satisfaction and service quality. For example the understanding of the peak hours, will let the management effectively utilize resources, the understanding of the wait time can help understanding the strength and weaknesses of the queuing strategies. The employee performance data will help the management and the HR to design effective training programs and improve employee performance and technical competencies. Furthermore the customer feedback data help the management to understand the customer’s needs, expectations and desires. It also help identifying the areas of improvement and enable the businesses to gradually improve the services and service quality.

Integration with Third Party Tools and Databases

The queue management system is designed on a highly adoptive and technologically advanced platforms. Which enables businesses to easily integrate in the internal IT infrastructure and the central information center. This enables the queue management system to send and receive data to and from all integrated systems, databases and the central information center. The integration also allow queue management system to offer more innovative features. For example the integration with the customer database allow queue management system to identify the customers at the self-service ticket dispensing kiosk via the customer ID, barcode/QR code, or even with the Emirates ID Card and so on. Integrating biometrics identification is also very common among the HR departments. The integration also allow the queue management system to facilitate the agent’s tasks. For example each agent have to prepare for the next service, this preparation require accessing certain information that are required for the service delivery, which can be automatically pushed to the agent dashboard if the queue management system is integrated with the relevant systems and databases and so on. All these features are possible because of the integration capabilities of the queue management system and directly or indirectly help improving the service quality and customer experience.

Conclusion

The service quality for any service based business is the crucial and extremely important. If a business failed to deliver the high-quality service they can’t retain customers for long. The customer retention depends on the service quality and customer experience. If the customers are happy and satisfied they tend to become more loyal with the brand. The loyal customers are a great asset for any business and are considered to be the key to success. Furthermore several studies and market researches shows that it is 5 to 25 times more expensive acquiring a new customer than selling to an existing customer. That is why the customer happiness, satisfaction and loyalty is crucial for the businesses. When it comes to customer service quality and satisfaction the queuing plays a crucial role. The traditional and manual queuing methods have completely failed the businesses that is why the businesses are actively seeking digital solutions to improve their queuing process. A digital queue management system is one of the most effective tool to manage the queuing process and it also have several other benefits too. The queue management system help businesses streamline the customer flow and automates several internal process which further help businesses reducing the customer wait time.

The wait time is one of the most crucial aspect of customer experience. The reduction in wait time have great effects on the customer experience, furthermore the queue management system also help improving customer’s waiting experience and the virtual queuing is capable of completely eliminate the wait time. Furthermore the queue management system help improving the employee performance and it can also support them with their primary tasks. The queue management system can significantly reduce the employee workload, which also help increasing the employee service quality. The queue management system also collect and provide highly valuable business intelligence data. The business intelligence data help businesses evaluate their ongoing strategies and policies and provide them valuable information which enable them to gradually improve the strategies and help them making informed and fruitful decisions. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject or if you want our help to deploy a highly effective, cost-efficient and customized queue management system, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: Top 5 Trends that will Change Performance Management Forever

March 22, 2022

Qualities of a Good Mobile App for Queue Management System

A queue management system has become an essential part of the businesses who require from their customers to visit their offices, branches, stores or customer service centers to avail their services. No matter which industry you belongs to, if you are operating in Dubai or anywhere else in UAE and your customers will have to visit you for certain business transactions, then you must be aware of the queue management challenges. Here in UAE the technology have penetrated far deeper in our daily lifestyle than anywhere else in the region. For instance think of the smartphones, almost a decade ago when the smartphones where in their infancy, most of the people were still using regular mobile phones with button based keyboard and a small digital screen. At that time the maximum one can do was to access the emails, or browse websites, however, the experience was not so good, the amount of available mobile apps were also very limited. However, with the passage of time, the smartphone have become a necessity, for many of us the smartphones are the primary medium to access to the internet, do online shopping, communication and social networks. This revolution compelled many businesses all around the world to seriously consider the mobile apps to enhance their customer experience, journey and communication.

Now a days businesses in Dubai and all around the UAE are proactively exploring the ways to magnify the gains of the mobile and digital mediums. Businesses are offering services that can be accessed and availed from the smartphones. Your entire personal bank is available on the smartphone as a mobile app. People tend to surf internet over their smartphone, in fact the mobile searches have already surpassed the regular desktop/laptop searches. This had a profound impact on customer and business relationships. Now a day’s, the customer also expect from their favorite brand or service provider to offer mobile applications, in fact having a mobile app can add value to a business’s credibility. That is why most of the modern queuing solution such as RSI Queue Management System have in-built integration available for the mobile apps. Businesses can gain a variety of benefits from utilizing the smartphones and offering mobile apps to their customers. In this blog we will discuss how a queue management system can leverage a good quality mobile app to maximize customer’s experience and satisfaction.

A Good Queue Management System Mobile App Minimize the Wait Time

For any queuing solution the primary and most important task is to reduce the customer wait time and improve their experience throughout the entire customer journey. The studies have shown that an average customer can happily wait for just a few minutes, any waiting time longer than that would start impacting the customer experience and will eventually led to unsatisfied customers. No matter what else you do if your wait time is too long, it would be extremely difficult to deliver a happy and satisfactory customer experience. The very first thing your customers will going to notice is the wait time, if the wait time is too long or waiting experience is bad the customer will arrive annoyed or stressed already, which makes it extremely difficult for the service agent to switch their mood and make them happy within the limited time they have. That is why the wait time and waiting experience are crucial for customer happiness and customer satisfaction.

A mobile app integrated with queue management system can offers a variety of features which can be used to reduce the customer wait time and to improve their experience. The problem with crowded waiting areas is that they add to the anxiety and stress of the customers, however the queue management system mobile app allows the customer to sign-up remotely for virtual queues. This enables them to virtually enroll in the waiting lines, way before they physically arrive at the business. It also allows customers and visitors to manage their schedule in a way to minimize the in-premises wait time. Hence the actual waiting time could be a lot less than the estimated wait time. Moreover the mobile app also allow the customer to keep getting updates and feeds of the on-going queues and keep them reminded of their number in the queue. So, they don’t forget or get late. This is a huge leap. It can significantly reduce the wait time, and it can prevent crowd formation in the waiting areas.It also improves the waiting experience as well. The reduced wait time is a key to happy customer experience and stress free customer journey.

Mobile App Improves Waiting Experience and Reduce Perceived Wait Time

The queue management system mobile app can enhance waiting experience and it can also help reducing the both the actual and the perceived wait time. Most of the time when we are in a long queue, we might think that the queue next to us is moving faster than us, if we somehow manage to jump into the ‘faster’ queue, almost in a few minutes we realize that now the previous queue is moving a bit faster, this is just a trick of the mind, in reality, both queues are on the same pace. Usually the perception under stressful environment and circumstances is just the amplified version of the reality. That is also applicable when people are waiting in long queues. So the perceived wait time is always higher than the actual wait time. The mentioning of estimated wait time is another most important aspect of customer waiting time which most businesses often neglect.

We human react differently to the things we know and to the things we don’t know, we have something called “fear of unknown” embedded in our DNA. Whenever such situation arises when we are not aware or certain of the outcome we fear it, and it puts our body and mind into a kind of defensive mode, which generates stress. Same is applicable to the waiting experience, when the customers don’t know how much time they will have to wait, it stressed them out. People start feeling the pressure and it affects their experience. However, with a mobile app, the business can provide all necessary queuing details including live updates, estimated wait time, any changes or even communication can be enabled between the service agents/staff and the customer. Which can provide a great relief and it can help ease down the stress of the waiting.

This also allow the customers to manage their visits more efficiently and resultantly they have to wait very less, in fact in some cases there is literally no wait time, the customers can instantly get served as soon as they arrived at the business. This enhances the customer experience and raise customer satisfaction and customer happiness.

The Mobile App Simplifies the Sign-up By Introducing Unconventional Methods and Mediums

One of the biggest advantage of queue management system mobile app is the simplified sign-up process. In any traditional queuing setup the customers will have to physically arrive at the branch to sign-up for the queue. The sign-up is usually done via an interactive ticket dispensing kiosk. However, with the queue management system mobile app, the customers and visitors can sign-up right through the mobile app, without requiring them to physically be present at the business. The queue management system mobile app can issue electronic tickets or token numbers, and sign them up for the virtual queues. The customers can leverage the virtual queues and wait outside or plan their visit in a way that they reach only at time when their turn came. This can prevent long waiting time and even it can also completely eliminate the wait time. Which is great to improve customer experience and customer journey.

Moreover the businesses can also allow customers and visitors to make changes to their visit if in case they are late or got caught up in something, this also allow the staff to easily fit them in the next available slot and prevent any inconvenience. The customers can also signup for the queues, using SMS, WhatsApp, Email or other alternative methods which also improve their experience and make the process more convenient and user-friendly which is a key to customer happiness and customer satisfaction.

Enable a Direct Communication Channel with Individual Customer via Mobile App

Businesses can enable a direct communication channel with the individual customer via mobile app. The queue management system mobile app can host a bunch of features such as in-app messaging, on-screen notifications, push notifications, alerts and much more. This allow the businesses to keep the customers up-to-date and it also help them improve customer experience by providing them human interaction and live support. For example, in case if any unpredictable scenario arises which could cause delays to the customer’s estimated time in the system, the customer agent can immediately communicate it with the customers and visitors and they can also give them instructions to reschedule or share updates with them with the new schedule, etc. Moreover the customer support agents can also contact customers and visitors to ask them to bring any documents that they might need, or give them reminders of important things, etc. Such communication improve customer experience, increase their level of trust and help businesses build a stronger relationship with them which is a key to long term success.

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Offer Additional Features with Queue Management System Mobile App

The smartphone are becoming more powerful day by day. This allowed the mobile app developer to introduce a lot of innovative features. The modern mobile app development technologies have become very advanced and cost-efficient, adding more user-friendly features in a mobile app is not expensive at all. That is why the queue management system mobile app can be used to offer a variety of innovative and technologically advanced features which can help both businesses and the customers. For example, if a service required to upload documents or ID of the customers, the customers can be asked to scan or upload these document via their mobile app even before arriving at the business. This will expedite the service delivery process and it make it a lot easier for the customer support agent to deliver good quality service more quickly with less efforts.

Another great feature that a queue management system can offer is businesses locator and branch locator. The locator functionality uses the GPS to learn about the customer’s location, then it pull up the nearest location or multiple locations in the close proximity. The mobile app can also integrate navigation maps, to let the customer navigate to the desired branch/location. Moreover the locator module also provide the live queuing info with the estimated wait time at each branch, which help customers to easily select the branch with shorter wait time. The mobile app can also be integrated with the appointment booking module or it can also have an in-built appointment booking module to let the customers and visitors schedule their appointment at their convenient time and date. The live queuing information, continuous alerts, notifications and reminders can help improving the customer experience.

See More: Efficient Queue Management System Qualities

Collect Customer Feedback via Mobile App

Customer feedback is a very valuable data for any business. Collecting customer feedback help businesses understand various aspects of customer relationship and the customer journey. Businesses can easily identify the areas of improvements, new market trends, their customer’s needs and even businesses can evaluate and assess various business processes and employees who are involved in customer journey. The biggest problem with the customer feedback data is the quality and quantity of the data. In order quantify the customer feedbacks and to be able to produce actionable reports, the customer feedback data must have certain qualities and should also have enough quantity to remove ambiguities and confusions. The mobile apps are one of the most effective customer feedback collection channels. There are two main reasons, first the businesses can easily push customer feedback surveys to the targeted audience at the right place and time, which increases the quality and quantity of the customer feedback data.

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

A queue management system mobile app can collect various different types of customer feedback data such as NPS (Net Promoter Score), CES (Customer Effort Score), CSAT (Customer Satisfaction Survey), General customer happiness meter/scale and much more. This data can provide a deeper and much accurate understanding of all aspects of customer journey and customer experience. Businesses can channel the customer feedback data into decision making and policy making process and they can make informed decisions on the bases of the customer feedback data and they can set up future strategies that are more in-line with their customers. This can maximize the customer happiness and customer satisfaction and also give them a sense of importance and connecting with the business.

Gather Business Intelligence Data

A queue management system is a great source of business intelligence data, with the help of the mobile app the data quality can be refined and businesses can collect more details which can help them to improve customer journey, customer experience and customer satisfaction. Businesses can easily collect demographic and geographic data of the customer which help them to understand their customer’s persona and it is also very helpful in providing personalized customer experience on the bases of the preferences, their purchase habits and much more. Moreover the mobile app can also collect various system usage stats and other data which can be used to evaluate and assess the current business processes. Businesses can utilize the queue management system mobile app data to improve their communication, identify the areas of improvement in the customer journey and it also help them identify the causes and reasons that are impacting customer experience and customer happiness.

See More: Virtual Queuing and Digital Customer Experience

Conclusion

For businesses maintaining a certain level of customer happiness while managing long queues is a very challenging task. Studies have shown that the customer don’t like to wait for extended period of time. There is a threshold limit of waiting time, if that exceeds the customer start feeling anxious and stressed which could have devastated effects on customer happiness and customer satisfaction. For each industry the threshold time limit is different, however, it is usually taken as around 10 to 13 minutes. Any time longer than that will going to impact the customer happiness and customer satisfaction. That is why the queue management systems are absolutely necessary for the businesses who need their customer to visit them for certain business transaction. The queue management system mobile app comes with various benefits which can be utilized to enhance customer journey and customer experience. Businesses can also use the mobile apps to collect customer feedback and to gather valuable business intelligence data. RSI Concepts is a leading queue management system and mobile apps provider in Dubai, UAE. If you want to develop a queue management system mobile app or if you want to learn more about the subject, 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 blog: How Queue Management System can Boost Productivity and Profitability?

February 12, 2022February 26, 2022

Efficient Queue Management System Qualities

Businesses in Dubai and all around the UAE heavily rely on digital queue management systems to manage and improve the queuing experience of their customers. A queue management system is an essential part of customer experience strategy. Businesses belong to the services based industries require their customers to visit them all the time. No matter if you are a bank, hospital, restaurant, a small local business or a large size government office, if customers are visiting you then you must have a strategy to manage and streamline the customer flow. A queue management system comes with several advantages, which can improve customer experience, such as the automated queue management and tickets solve all problems associated with ticket-less manual queuing. The queue management system reduce customer wait time by improving employee efficiency and aiding them in their routine tasks. It can also increase customer engagements by displaying multimedia content and live queuing coverage at digital signage. Such features keep the user engaged and reduce the effect of wait time. The employee workload is divided which boost their efficiency and the customer end up getting satisfactory service.

These days almost every businesses is using a queue management system. That means all of your competitors would also be using a queue management system. This begs an important question, how you could differentiate yourself from your competitor? The answer is ‘just do better’. It is extremely important that you offer something better to your customers. Only an advanced and efficient queue management system can provide you a tangible competitive advantage. In this blog we will list the key qualities of an efficient queue management system and what you should be looking for while choosing a queue management system for your future needs.

Signup for the Queue

The very first step for any customer or visitor is to sign-up for the queue. An efficient queue management system always use an interactive kiosk and UI (user interface) to allow customers and visitors to sign-up. The intuitive design makes the process simpler. Usually in Dubai and all around the UAE such user interfaces are designed to support multiple languages. It leaves a very pleasant effect on the customers if their business is able to communicate with them with their native or favorite language. The first thing that the system ask the customers is to choose a language, then it asks them to select the required service from the list. Some businesses at this point also acquire customer identification details but it entirely depends on the business needs and policies. A pleasant sign-up experience help generating a positive vibe. On top of that the system can collect necessary information that can be used to further improve the customer journey. An efficient queue management system can automatically sign-up the customers to the right queue as per their selected service or as per their personalized experience.

Customer Waiting Experience

The customer waiting experience is very crucial for customer satisfaction. A pleasant and relaxing waiting experience always improve customer’s interaction with the server/agent. The wait time is not measured or evaluated in terms of numbers. For example, an efficient queue management system is capable of tracking the record of all the previous service deliveries and also the performance of the server/agent. On the basis of this data it can very accurately predict the expected wait time. The expected wait time should be printed on the ticket. This has very positive effect on customer’s minds. When we are sitting in the waiting area we always feel the time is passing slower, when we are standing in the queues, we feel the queues next to us are moving faster. This is only psychological effect and it has nothing to do with the actual wait time. That is why for the customer experience we consider two types of wait time, one is the actual wait time as per the clock and the other is the perceived wait time which we feel. This phenomenon is very important. That is why an efficient queue management system not only prints the expected wait time but also displays the remaining wait time on the signage screens and large displays to keep the customers and visitors calm.

In order to further improve the customer waiting experience an efficient queue management system support digital signage features to run dynamic content on the digital signage used to display queuing information. These signage are installed on all strategic location so that each and every customer in the waiting area or lobbies can view at least one all the time. The live queuing coverage will give them an impression that all the queues are moving. On the same screen the dynamic and multimedia content can be displayed, which increase customer engagements and keep them busy while distracting and dividing their attention. This has a great effect on customers and the sense of waiting can be minimized. Furthermore an efficient queue management system also use sound systems to make announcements and customer calling in multiple languages, which also keep users engaged. The SMS alerts and notifications can also be added to enhance customer experience and it also provide them freedom to go out while they are virtually present in their queues. Such qualities of an efficient queue management system can significantly improve customer’s waiting experience and help minimizing the waiting stress.

Read More: Queue & Waiting Time Management

Automatic Customer Routing and Customer Flow Management

In any business and organization there are always multiple services. In the office or at a branch a business serves multiple services. For some services there are dedicated counters, for some services there are not. Some services are stepped services and require a customer to go to several counters to get a complete service delivery. Some businesses have different priority levels for different sets of customers such as VIP or Premium customers, the customers with special needs, and regular customers, etc. Businesses also allocate specific counters for specific customers as well. All these variables makes the customer routing and customer flow management more difficult. Difficulties lead to mismanagement and unnecessary delays in the service which have a very negative impact on customer experience. An efficient queue management system is capable of routing customers as per the pre-determined protocols and policies of the business. Which makes the customer flow smoother and quicker. In order to prevent bottle necking, an efficient queue management system is also capable of diverting customers from one counter to the other. Hence the customer journey can be reduced and the wait time can be minimized.

Boost Employee Performance

An efficient queue management system can aid employees in various different business processes. The automation and digitalization provides more control and less hustle. The employees get free from unnecessary tasks, which means they can focus on their primary tasks. This boost their work capability, efficiency and quality of service. In addition to that an efficient queue management system also provide an intuitive agent dashboard. Which is used to provide various controls and information to the servers/agents. The agents can control the customer flow through their dashboard and they can also get customer information and any other data beforehand. An efficient queue management system is also capable of data integration and data synchronization, which enables it to help agents in preparations for the service delivery, reduce their effort in each service delivery and also expedite the service delivery process. All that can be achieved due to the customer identification and/or identification of the service they are looking for. An efficient queue management system also aid the post-service tasks and can automate several steps. All those qualities of an efficient queue management system reduce the employee workload, stress and efforts which can significantly boost employee performance.

Reduce Wait Time

One of the most valuable quality of an efficient queue management system is that it significantly reduce the wait time. The wait time is one of the most impactful aspect of customer journey and a longer wait time can completely ruin customer experience, no matter how much efforts you have done regarding other aspects of the customer journey. It is extremely important to reduce the customer wait time and improve their waiting experience. If a customer had a longer waiting time, they will get stressed, and when a stressed or anxious customer arrive at the counter it is extremely hard to change their mood and provide them satisfactory service. However, if a customer journey is shorter and the wait time is less and the waiting experience is good, the customer will arrive at the counter in a very calm and neutral mood. It is much easier to satisfy customers who are calm and are more accepting towards agents.Moreover the improved employee efficiency, business process automations and improvements and better customer flow result in significant reduction in customer wait time.

Increase Profitability

The automation and digitalization always result in cost reduction and higher profitability. If a business commissioned an efficient queue management system, it automates queuing process, customer journey and customer flow management. Which means a business needs very less human resource to manage this operation. The cost of human resource is much higher comparing to the operational and maintenance cost of a digital system. This significantly reduce the operational cost and resultantly the per-service cost get reduced. Moreover the customer churn is a biggest lost, as most of the customers leave without availing the service due to longer wait time or crowd at the branch. An efficient queue management system results in improved customer experience and quicker service delivery which also prevent crowd formation and enables smoother customer flow that reduce the customer churn rate and increase revenue of the branch/business. Furthermore the queue management system also provide in-depth business intelligence data which help businesses to understand their policies, business processes and employee performance. This information is very helpful in decision making and long term strategy building which also help boosting the revenue and profitability.

Customer Satisfaction Drives Customer Loyalty

The customer happiness and customer satisfaction is considered to be the key to success. Any business’s performance can be judged on the bases of customer satisfaction. As the customer satisfaction means everything is in right order and the performance is at optimum levels. When a customer get satisfactory services from a business, it is most likely to come back and do repeated business. This is called customer loyalty. The loyal customers are a great asset and act as a foundation for the long term success and sustainable growth. Every business does marketing and efforts to promote its brand to acquire new customers. If it keeps loosing existing customer, no matter how much efforts it is putting into acquiring new customers, its growth would be halted, and eventually it will take negative course. The happy and satisfied customers are tend to be loyal customers. The customer loyalty help business elevate and the loyal customers are also good brand ambassadors, they spread brand message and positive feedback though social media, word of mouth and endorsements. The customer loyalty and positive brand image help businesses achieve their marketing goals.

Studies have shown that the businesses with positive brand image tend to do well in their marketing campaigns comparing to the businesses with negative brand reputation. Hence the positive brand image results in better ROI from the marketing campaigns too, which ultimately reduce the cost of lead generation and conversions. Another advantage of loyal customers is that they always stick with the brand, they are always willing to give another chance and they do not quickly switch to another service provider. Studies have shown that the loyal customers also provide better feedbacks and share their opinion and suggestions more openly. The studies have shown that it is 9 to 12 time less expensive to make a sale to an existing customer than acquiring a new customer. In long term this could have a huge impact on the profitability and growth of the business.

Offers Virtual Queuing

Virtual queuing was designed to enhance customer’s experience. Especially it provides a lot of freedom and more flexibility with the waiting experience. However, during the past two years the virtual queuing gain popularity in Dubai and all around the UAE. The virtual queuing enables businesses to let customer sign-up for virtual queues and doesn’t require them to be physically present all the time in the queue. Now a days the virtual queuing is further improved with the functionality of remote sign-up features. It means that a customer don’t even have to come to the office or branch to generate ticket, in fact they can do so remotely or through their mobile devices. There are several channels that can be used for remote sign-up process such as mobile applications, SMS, email, online/websites, customer portals, QR Codes, etc. An efficient queue management system must provide advanced and modernized features to ensure an excellent customer experience and maximum productivity. Once a customer sing-up via a remote channel such as mobile app, they start receiving important information about the on-going queuing, they get alerts and notifications too. Hence a customer can plan their visit only at the time their turn will come. It means that the wait time can be reduced to none. That is why virtual queuing is gaining too much popularity as it reduces the wait time and improve customer experience and convenient.

Enables Third Party System Integration

An efficient queue management system always support and provide system integration with the third party tools and enterprise software. In this modern era of digitalization it is very important that the entire business information center is centralized and connected to everything else. An efficient queue management system can be linked with other systems to synchronize customer data, feedback data, and much more to improve relevant business processes, customer experience and service delivery processes. The system integration allows the queue management system to push and fetch data from any other integrated system or data center. Moreover an efficient queue management system can be integrated with other tools and hardware peripherals such as customer feedback collection tools, touch screens, EID readers, RFID, passport reader, QR Code/Barcode Scanners, etc. Such integration help queue management system to automate various business processes and reduce the customer efforts throughout the customer journey. The integration also enable the businesses to link the reporting and system stats with the other systems and vice versa. The system integration is great to boost the performance and efficiency of the system.

Collect Business Intelligence Data

An efficient queue management system collects business intelligence data and system usage details from each and every touch point of the customer journey. The queue management system also tracks and record employee performance data. For example the system can capture details about the customer journey and customer experience. What services are used the most, what are the busy hours, what is the average service delivery time including each service delivery time as well. The complete log is maintained for analysis and decision making purposes. An efficient queue management system offers in-built analytical tools and data processing algorithms. These tools help businesses to process the business intelligence data and help them identify the areas of improvements. Another great quality of an efficient queue management system is that it also collects customer feedback data. The customer feedback collection gives customers confidence, trust and a sense of importance, which is good to strengthen the customer relationships. The customer feedback data can provide a deeper insight to customer’s minds and help businesses to understand customer’s needs, expectations and problems. Businesses can use customer feedback data along with business intelligence data to evaluate their business processes, quality of products & services, employee efficiency and much more. This information is critical in taking actions and making future strategies for a long term growth.

Conclusion

These days a queue management system is not just used to streamline customer flows and manage waiting lines, in fact an efficient queue management system can literally transform the customer experience and customer journey. An efficient queue management system automates various steps and optimize business processes that are impacting customer journey. A good customer experience drives customer satisfaction which is a key component to gain customer trust and customer loyalty. The customer loyalty have a great impact on brand image. An efficient queue management system also reduce the workload of the employee and boost their efficiency. All these qualities along with automation and digitalization help reducing the cost and improve overall efficiency of the business. In this blog we have listed all important qualities of an efficient queue management system. If you want to learn more about the subject or if you have an enquiry, 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.

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October 26, 2021

Touch Less Customer Experience, Use the RSI Queue Management System

Every business is concerned about the customer experience. The Dubai and in fact the entire UAE is a very competitive market the customers have too many options available and they can switch anytime they want. This makes the customer journey and customer experience way more important for a regular business. Another important factor is that the customers’ needs are always changing. The businesses must have to keep up the pace with the ever changing trends and tough competition. Businesses are already adopting digital solutions and trying to digitalize the customer experiences and customer interactions. A digital queue management system is the ultimate tool to effectively manage customer experience and customer journey. The RSI Queue management system is one of the leading queuing solution in the entire UAE with its innovative features, customer flow management tools, user friendly interfaces, multi-channel interaction, virtual queuing, mobile apps and online portals.

The RSI queue management system not only streamline the customer flow but is quite capable of improving the customer wait experience and overall customer satisfaction. It also help boosting the employee performance and it can collect valuable business intelligence data which is very helpful in decision making and future strategies. The traditional queue management systems are not so good at offering a contactless or touch less customer experience. That is why the modern queuing solutions such as RSI Queue Management System includes special features that enables a business to offer a completely contactless or touch less customer experience. Since the 2020 the contactless and touch less solutions become mainstream. These day’s in Dubai and all around the UAE the customers prefer a more digitalized customer experience. Which is why the contactless or touch less customer experience has become the top priority for the businesses, especially the service based industry.

In this blog we will cover the main features and functionalities that a queue management system must have in order to offer a great touch less customer experience.

Read More: Queue & Waiting Time Management

Virtual Queuing

The virtual queuing the most modern type of queuing. The virtual queuing offers virtual queues and virtual lines. It also allow the customers and visitors to sign-up virtually via several digital mediums and platforms. Due to the virtual sign-up process and virtual waiting lines this queuing mode is named as virtual queuing. The virtual queue management system have all the features and functionalities of a standard digital queue management system. In addition to that the virtual queue management system is very effective in implementing social distancing and contactless customer experience policies. One of the biggest advantage of using a virtual queuing enabled queue management system (such as RSI queue management system) is that it can literally reduce the wait time to zero.

The customers are being provided with the real-time queuing information and updates along with notifications and alerts which allows them to wait off-premises. The customers and visitors can arrive at the very time when their ticket is called. So, they don’t have to wait inside the waiting area or on-premises. This reduces the contact with the facility and the staff and ensure a smoother touch less customer experience. The employees and agents can also communicate with the customers and visitors to update them or to answer their queries which further improve customer experience and customer happiness. The customers are already signed-up remotely and are enrolled in the virtual queue so they don’t have to physically be present at the business. This reduce the wait time and minimize the contact to ensure the safety of the customers and the staff.

QR Code Based Sign-up

The QR Code based sign-up allows the customers to scan a QR code which will lead them to an online portal or a web page. The businesses can provide the QR Code at the entrances or any convenient location. Once a QR Code is scanned it allows the customers to sign-up and then it also provide them an E-Ticket or electronic ticket. The businesses use different mediums to communicate with the customers and to provide them with the queuing information and the real-time updates. This allow the customers to sign-up for virtual queues and they are not required to be physically present at the branch. The businesses can easily control the customer flow and prevent crowd formation and congestion in the waiting areas. The QR Code enabled sign-up reduce the chances of the contact as the customer are only required to arrive when their turn came. So, there will be no much contact and the customers will be served instantly.

The QR Code enabled queue management system can also send alerts and notification via SMS and can also be integrated with the mobile app or any online portal to provide all the required information and alerts to the customers. Hence the customers can wait safely outside of the premises or at their homes or in their cars or anywhere else which minimize the contact and ensures a touch less customer experience.

WhatsApp Enabled Queuing

A queue management system is used to improve the customer journey and to ensure a satisfactory customer experience. The queue management systems are specifically designed to facilitate the customers throughout their customer journey and to improve the overall business performance. These days everyone who is living in Dubai or anywhere in the UAE is using WhatsApp, according to stats from popular research institution almost 82% of the UAE population is using the WhatsApp. This makes the WhatsApp the most convenient medium of communication for the customers. The customers can sign-up using their WhatsApp messenger application and the queue management system will automatically issue them an E-Ticket or electronic ticket, no need to scan any QR code or no need to go through the detailed sign-up process. The customers will have to send a message to the designated WhatsApp number and they will immediately signed-in to the virtual queues.

Then the queue management system will automatically send them their estimated time and all other required queuing information and alerts too. The WhatsApp makes the queuing experience very convenient for the customers. Moreover the agents or staff can also utilize the same WhatsApp chat to communicate with the customer and the customers can also ask questions and get the information in the same chat. The WhatsApp enabled queue management systems are more efficient in reducing the customer effort score and making their experience satisfactory. The entire queuing process it completely contact less and doesn’t require the customers to have any unnecessary physical interaction with the staff or other visitors. The touch less customer experience increases customer trust and satisfaction.

SMS Based Queuing

The SMS based queuing can work in completely virtual and semi-virtual modes. Usually businesses in Dubai and all around the UAE use completely virtual queuing with the SMS. The SMS enabled queue management system also offer the standard queuing options as well as virtual queuing with the SMS. Everyone in UAE owns a mobile phone, in fact the stats shows that almost 99% of the population of the entire UAE use mobile phones. This makes the SMS the most easy-to-access medium for the businesses. For the SMS enabled queuing the customers can send a predefined SMS to sign-up for the queue and the rest of the information they can receive in the SMS. Instead of electronics ticket or a physical ticket the SMS enabled queue management systems issues a ticket number only and send it to the customers. As soon as they got the ticket number they got signed-up for the virtual queue.

The customers can receive the queuing information and updates via SMS and they can also receive the alerts and notifications via SMS. It depends on the businesses whether they want to enable the communication via SMS or not. Another biggest advantage of SMS enabled queue management systems is that it ensures only a certain number of customers and visitors remain inside the branch which significantly reduce the contact and physical interaction.

Mobile Queuing via Mobile Apps

These days’ customers prefer a more personalized customer experience. The mobile apps are the best way to offer a personalized and exclusive customer experience. The queue management system mobile apps allow the customers to sign-up remotely from their mobile apps and experience the mobile queuing. The mobile apps can offer a variety of features and facilities that can enhance customer experience. Once the customers are signed-up they can receive live queuing information in their mobile apps, the queue management system can send automated in-app notifications, push notifications, alerts and reminders. The customers are not required to be physically present before their turn all the information can be provided through the mobile apps and all the data can be collected through the apps as well. The mobile queuing is also very helpful in reducing customer difficulty score and it can effectively reduce many service delivery steps which further boost customer experience and reduce the on-premises time which in result reduce the contact and ensure a smooth and touch less customer experience.

The mobile apps can also provide communication medium which further reduces the need of being physically present at the branch and if customers have any questions they can easily communicate with the staff and vice versa. The queue management system mobile apps provide branch locator and booking module which further make things easier for the customer and reduce the amount of time a customer has to spend on-premises to minimize the contact and to ensure a better touch less customer experience.

Online Appointment Booking Module

A queue management system can offer integrated online booking solution as well as an in-built appointment booking module. The purpose of the appointment booking feature is to allow the customers to choose the best time for their visit. The queue management system can effectively capture the queuing stats and then analyze them to provide branch data for the customers which can help them to choose the best time for them and it is also helpful in avoiding the busy hours. The businesses can also acquire basic information which can help them to accelerate the service delivery process. This can help reducing the on-premises wait time and it also expedite the service delivery which further help reducing the on-premises customer time to minimize the physical contact. The online appointment booking module is very helpful in reducing the customer’s on-premises wait time and ensures a touch less customer experience.

The appointment booking module can also be integrated with the queue management system mobile apps and online customer portals to further reduce the customer efforts score. The businesses can also effectively control the number of customers in the branch with an online appointment booking module which further reduce the need of physical contact and it can also allow the businesses to manage the customer flow more effectively to avoid the crowd or congestion which also help providing a smooth and touch less customer experience.

Third Party System Integration

The third party system integration is a bit technical terminology. It means building a connection between two or more independent systems or business tools to share the data among each other or to connect them with a central information center. The third party system integration is very helpful in maximizing the queue management system’s efficiency and usability. There are some key factors that every business wants to improve to ensure an ultimate and satisfactory customer experience such as the wait time, the customer flow, the customer routing, the service delivery mechanisms, and the customer experience. The third-party system integration allows the businesses to connect share and synchronize the data between several relevant systems to ensure enhance the customer experience. The third-party system integration help reducing the wait time, it improves customer flow and ensures quicker service delivery and it also increases the service quality to maximize the customer satisfaction. These all improvements reduce the on-premises time needed by a customer and reduce the physical contact to improve touch less customer experience and customer journey.

Conclusion

The year 2021 have completely transformed the customer behavior and market trends. The customers’ expectations and their needs have completely changed. The businesses must have to adopt latest technologies and innovative solutions in order to ensure the satisfactory customer experience. Now a days the customers and everyone in general is more concerned about their safety and health. Everyone prefers a touch less or contact less experience. The digital invention are also boosting this trend and customers are becoming more concerned about health and safety. This compels the businesses to implement innovative solutions that can meet the customer expectations. A touch less and contactless customer experience can maximize the customer happiness and customer satisfaction. That is why we have upgraded our RSI Queue Management System and added new features which not only ensures a smooth and touch less customer experience but also allow businesses to minimize the cost and increase their profitability. If you are planning to implement a new queuing solution or want to learn more about it, feel free to reach us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: How to Reduce Customer Churn Rate with an Efficient Queue Management System

October 17, 2021

How Can Digital Queue Management System Improve Customer Experience?

Businesses in Dubai and all around the UAE are investing huge in customer satisfaction solutions. The customer satisfaction is entirely based on their experience with a business. If their experience is satisfactory they will keep doing businesses with the brand and become more loyal to it. If their experience is not satisfactory they will not going to do any business in future. The customer loyalty is the foundation of progress and long term success. It has many benefits, such as cost reduction and better ROIs in communication and marketing, enhanced brand reputation and higher profitability. These are fundamentals for growth and expansion. A business can’t sustain growth without a strong foundation. The loyal customers are the one which can provide a strong foundation and also help businesses and brands to grow and expand. The customer loyalty is almost completely dependent on the customer experience and customer satisfaction.

The customer experience and customer satisfaction can be enhanced and improved by an effective digital queue management system. The queue management systems are specifically designed to transform customer journey, aid various business processes and to improve employee performance. On top of that the queue management system are excellent at providing important business intelligence data which can be used by businesses to make informed decisions, take quick actions and to build their future strategy which aligns with the customers’ expectations, needs and help business to ensure a continuous steady and sustainable growth.

Here is how a digital queue management system can improve customer experience:

Digital Queue Management System Reduce Wait Time

One of the most impactful factor in customer experience is the wait time. If the wait time is too long the customers will get anxious, it will stress them and it will also ruin their mood. When they will reach at the counter, it will be very hard for the service agent to satisfy them. This will also put stress on the employee and could affect their performance and spirit. There are actually two wait times, one is the actual wait time which is measureable amount of time that a customer had to wait from entering into the premises to sign-up and getting the service. There is a perceive wait time, this is more like a psychological impression, usually when we have to wait unwillingly or we don’t have any other choice but wait and the waiting experience is also boring, the perceive wait time could feel a lot longer than the actual wait time and it also impact customer experience and their happiness.

A digital queue management system is very capable in reducing the actual wait time and it can also improve waiting experience which also help minimizing the impact of the perceived wait time. Hence with the help of a digital queue management system the businesses can not only reduce the actual wait time but businesses can also effectively reduce or completely eliminate the effects of perceived wait time. The queue management system digitalized the queuing process, customer flow and also control the actual queues and in some cases virtual queues with the help of a powerful queue management software. This also help reducing the workload and dissatisfaction of the employees and further help enhancing the customer experience. A good customer experience led to a happy and satisfied customers which is great for customer retention and customer loyalty.

Digital Queue Management System Streamline the Customer Flow

For business in Dubai and all around the UAE another major problem that is affecting their customer satisfaction is the customer flow. Different businesses operate on different queuing models and on the bases of these models they set policies for customer flow. For example some businesses have first come first serve model. Some might have different dedicated counters for different services, and some might have stepped services, which require a customer to arrive to more than one counter to get a full service delivery done. For each scenario the customer journey is managed differently. In addition to those scenarios business have VIP or Premium customers, some businesses have priority counters for disabled and old people and so on. All these scenarios and variables can complicate a manually managed queuing process. The complex customer journey management also led to other problems which can completely ruin a customer experience and a business can end up having too many unhappy customers.

A digital queue management system is capable to dealing with all such scenarios. All a business need is a small configuration change to update its policy and customer flow mechanism. The digital queue management system can also identify the customers either by their identity or by the service they signed-up for which allow the business to manage different customer journeys differently and also improve customer flow in all applicable scenarios. Automatic customer flow management enable the business to maintain a happy environment and it also put less strain on the employees. Collectively all these improvements contributes to ensure excellent customer experience and satisfactory service.

Digital Queue Management System Helps Improving Business Processes

A digital queue management system is a very powerful business tool it help business to transform the customer journey and customer experience. The modern day queue management systems are built on a highly advanced technology platform which allows achieving unconventional features and capabilities as well as it is very flexible with integration to third-party systems. The third-party system integration can be very useful for certain features. For example the sign-up process of a digital queue management system enables the businesses to capture some information which can be used to further personalize the customer experience and customer journey. For example if a business is identifying the customers and the service they want to avail, it can pull data from the central information center or customer data base and push it to the agent dashboard for quicker service delivery. This can be achieved only if the queue management system is integrated and synchronized with the system which is holding the customer data and other relevant information.

The digital queue management systems are very capable in automating various service delivery processes to further improve the customer experience and customer journey. The automation and third party integration can also reduce a few service delivery steps which can further accelerate the process. Some businesses are using hardware devices to obtain more data from the customers without complicating the customer interface at the interactive kiosks used for sign-up process. For example the business can link an Emirates ID scanner with the kiosk to obtain various data fields, and a passport scanner can also perform the same for the international or non-citizen customers. There are tons of hardware accessories and peripherals that can be integrated in a digital queue management system to improve various business processes and to enhance the customer experience. A business can innovate a lot of new features and functionalities that can be helpful in improving the customer experience and reducing the wait time or service delivery time by integrating a lot of software and hardware accessories.

Digital Queue Management System significantly improves the Customer Experience

A digital queue management system significantly reduces wait time, improve customer flow, automatically manage customer journey and customer routing and it can expedite the service delivery process by improving various business processes and reducing the service delivery steps. The digital queue management systems can also boost employee performance and ensure every employee work under balanced workload conditions. Which boosts employee performance and have positive impact on the customer experience. The digital queue management systems always have large digital signage screens to display live queuing information and to make announcements. These digital signage displays are a good tool to push multimedia and marketing content which can increase the customer engagements and reduce the stress of waiting. Such features and facilities have great impact on customer experience.

These days’ businesses are rapidly adopting digital tools and integration with their queue management system. For example, an online appointment booking module provide an estimated time of service which allow the customers and visitors to arrive only closer to their expected time of service. This can reduce the wait time by a lot. Another trend which is making its way in Dubai and all around the UAE since the mid of 2020 is the virtual queuing and mobile-enabled sign-up processes. The virtual queuing allows the customers and visitors to sign-up remotely and arrive only at the very time when their turn came. The customers can sign-up using a QR Code, or an online link, or through websites, customers portals, mobile apps or even via SMS or Email. This facilitates the sign-up process and make it very easy for the customers.

The queue management system mobile apps are also gaining popularity with their location tracker and trip planner features the customers can easily plan their trip and find their way to the least busy branch or as per their convenience. These all features have completely revolutionized the queuing and customer flow and helping businesses to satisfy their customers and visitors with least efforts.

Digital Queue Management System Improve Staff Performance

For any business their staff performance and per service cost is also very important. In order to obtain higher customer satisfaction and customer retention rates the business usually add more counters and staff to improve their customer experience and journey. However a digital queue management system can do the both without increase the expenses. Hiring more staff, training them and maintaining them is a very expensive tasks. Business need more staff for various purposes. However a digital queue management system with its digital interfaces and freedom choice to interact with the business using various channels and platforms minimize the need of hiring more staff. In fact a good quality digital queue management system is very helpful in optimizing the existing resources and improving their efficiency. The improved staff efficiency led to a better customer experience and satisfactory service delivery.

If all the queues, customer flow and customer journey is managed by the automatic queue management system software and tools, then there is no need of additional staff at all. The digital queue management system also facilitates the service delivery process and reduce the work load of the staff. The agents and server can easily focus on their primary tasks rather than intervening in customer flow and crowed management tasks. This enables the staff to perform well and let a server or agent to serve more customers in a single shift. The digital queue management systems can also effectively track the staff performance and employee KPIs which is also very helpful in resource management and improving staff performance. All these features are very helpful in reducing the cost and can increase the operational capabilities of a business without requiring any additional resources. The cost reduction and intelligent resource management increases the profitability.

Digital Queue Management System’ Business Intelligence Help Improving Customer Experience

The business intelligence and data collection is an important aspect of customer satisfaction strategy. Business in Dubai and all around the UAE often overlooked the importance of the business intelligence and analytical data. A digital queue management system not only capture the statistical and usage data of all the touch points in the customer journey but it is very capable in collecting various KPIs and customer feedbacks. The business intelligence data can provide the businesses with a deeper understanding of their customer’s behavior, staff performance, and it can accurately highlight the areas of improvements. A digital queue management system provide reliable data that can be used to build future strategies and help businesses in improving their existing products and services and also provide directions for creating new products and services to boost customer satisfaction.

Business can easily identify which products or services are most popular, which employee is performing better and which feature or attribute of their product or service is admired the most. Business can also collect direct customer feedback via a digital queue management system’s in-built customer feedback module or integrating it with an existing customer feedback collection tool. This will allow them to make the customer feedback collection simpler and easier for the management as well as for the customers. For example let us assume the customer feedback scenario via a touch screen display or tablet stand at the counter. If a business need actionable reports from the customer feedback data then they must have to make it more precise and they should be able to capture all necessary fields of the input data as well. Usually business require customer identification, which customers don’t like to provide, as it takes time. But with an in-built tool or integrated customer feedback system the business doesn’t need the customers to identify them, in fact it can link their ticket and timing of service to automatically identify them.

That is just one example, the digital queue management system can help in many areas and can collect valuable business intelligence data. Furthermore the integration with third party systems allows the business to fetch or push data from and into various organizational tools and enterprise solutions to make the business intelligence more comprehensive and useful. This allow them to prepare great reports which can be catered directly to the corresponding personals or departments to take actions. These reports and business intelligence data allow the business to make strategies and policies that are in-line with customer’s interests, their need and their expectations. Business can significantly improve the customer journey and customer experience with the help of business intelligence data.

Conclusion

A digital queue management system is an ultimate tool to transform customer journey and customer experience. Business always struggle with customer flow and queue management. A digital queue management system can help business in automatically controlling the customer journey and streamline the customer flow in a seamless manner which can significantly improve customer experience and also it doesn’t put any additional pressure on the business. The reduction in wait time, virtual queuing, mobile apps, digital channels, communication, in-premises features, staff performance improvements, and such features can significantly improve customer experience and increase business’s operational capabilities which also improve profitability and help reducing the cost. The customer satisfaction help building brand reputation and increase growth rates. The loyal customers are a great asset from the business it provide a foundation where business can built future strategies to achieve their goals and targets. RSI Concepts is a leading digital queue management system provider in Dubai, UAE. If you need help with your queuing needs or want to learn more about our queuing systems and customer journey transformation solutions, feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: How to Set Up SMS based Queue Management System?

October 9, 2021

How to Choose the Best Queue Management Software?

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

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

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

1. Queue Management Software Features

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

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

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

Read More: Queue & Waiting Time Management

2. Queue Management Software Types and Cost

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

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

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

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

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

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

3.Administrative Management and Monitoring Mechanisms

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

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

4. Third-Party System Integration Compatibility

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

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

5. Queue Management Software Collects Business Intelligence Data

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

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

Conclusion

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

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

Check out this blog: Why do you need a queue management system?

September 11, 2021

The Ultimate Guide to Queue Management

In any service based industry in Dubai or anywhere in UAE the biggest problem every business and customer face is the long wait time and hard to manage queues. No one likes to wait. Whether you are a bank, a government office, a healthcare facility, an educational institute, a service provider or anything else, you will always find it difficult to manage the queues and your customers will always complaint about the long wait time. This not only ruin the customer journey and customer experience but it also destroys the brand reputation and the customer relationship. Which could have very bad consequences in long term and could jeopardize the future of the business or organization. It is difficult to completely eliminate the waiting, but it can be reduced, organized and managed to make the customer waiting experience more pleasant and their journey more satisfactory. For that a queue management system is used.

What is a Queue Management System?

A queue management system is used to manage the customer flow effectively, organize the queues, and reduce the customer wait time. This is the very basic definition of a queue management system. However, these days the business and organization in Dubai and all around the UAE are using the queue management system to transform the customer journey and customer experience. The main goal for any business of organization is to have satisfied customers. That is what a queue management system is used for. But it also provide other benefits, such as it increase employees’ work efficiency, it help improving profitability, reduces expenses and help improving customer relationship with the brand. The queue management systems are also a great source of valuable business intelligence which is vital for decision making and planning for the future. From the technical point of view a queue management system is a tool that help building and managing queuing processes, waiting line disciplines, customer routing, services channels, KPIs, feedbacks, statistical data and much more.

The digital queue management system consists of several different parts but all these parts can be classified in two main categories, the software and the hardware.

Queue Management System Hardware Components

A variety of hardware accessories and components can be added and integrated in a queue management system to achieve certain functionalities, however there are some essential queue management system hardware components:

Self-Service Interactive Sing-up Kiosk/Ticket Dispensing Kiosk
Digital Signage Screens
Counter Plates
Announcement System/Audio System

Some non-essential but popular components are:

Emirates ID Card Reader
RFID Reader
QR Code Reader
Payment POS and/or Cash Acceptance

There are a lot many other components that can be added to meet certain needs and unconventional requirements. Here are the details of all essential hardware components:

Self-Service Interactive Sing-up Kiosk/Ticket Dispensing Kiosk

The self-service interactive sign-up kiosk or ticket dispensing kiosk is used to allow the customers and visitors to sign-up for the queues. Usually a business is offering multiple services, and mostly certain counters are dedicated for certain services. Whatever the case is, a customer or visitor can select the desired service from the available services list and sign-up for that queue. Even if there is only one counter the self-service interactive kiosk is helpful for sign-up process, it saves time and automate the sign-up process. It also dispense a ticket bearing the customer number in the queue with estimated time to their turn or any other additional information or marketing content.

Digital Signage Screens

The digital signage screens are a very important hardware component of any queue management system. The screens are used to display the real-time queuing updates and other relevant information. It can also provide the list of the active counters along with the current ticket number serving on the counter. Businesses can also display the estimated time for the next few customers in line. Such information are very helpful in improving customer’s waiting experience. Moreover, the digital signage screens can also play multimedia content on it which keep the users engaged and also make their waiting experience pleasant.

Counter Plates

The counter plates are small digital displays that are placed on each counter. Usually these are small elongated LCD screens or LED displays, which display the counter number and also the active ticket number. Such information is very helpful for customer in finding their service counter.

Announcement System/Audio System

As the name suggest, it is a sound system used for customer calling and it can make announcements for the ticket number along with the counter number and any other required details. The audio announcement system consists of multiple speakers which are placed in different location to make the announcements audible for everyone in the waiting area. The announcements can be bilingual i,e English and Arabic or also in any other language.

Queue Management System Software Components

A queue management system software is an intelligent application and a well-crafted control console for the management. The software is used to implement policies, monitoring, and aiding queuing processes as well as it can also help improving various service delivery processes. The usually queue management system have a standard software application which is hosted on a server, it can be hosted in online hosting, cloud, or local/in-premises data center as well. The interactive kiosks, announcement system, digital signage and the agent computers are linked with the queue management system server application. The application also provide the administrative panel and control console. Here are some essential queue management system software components:

Administrative Control Panel
Agent Dashboard
Self-Service Interactive Kiosk User Interface
Digital Signage Controls
Reporting and KPIs Monitoring Module
Statistical Data Analytical Engine
Customer Feedbacks

Here are some popular queue management system software components:

Virtual Queuing Module
Appointment Booking System
Mobile Apps
QR Code Module

Here are the details of essential queue management software components:

Administrative Control Panel

The administrative control panel is basically a control console for the entire queue management system. The businesses can add and manage multiple branches. Multiple system users can be added as per the administrative hierarchy. The businesses can add head office users, higher level managers, branch managers, employees with various access levels, agents and other system users. The administrative control panel makes it easy to integrate the queue management system in the business and organization management and work flow.

The Agent Dashboard

The agent dashboard is the agent control panel. The agent can manage and control queues. They can utilize the customer calling functionality to call customers and make announcements. The service delivery related features can also be integrated in the agent dashboard to improve the service delivery process and quality. The system integration with other systems such as customer data base, sales system, CRM, etc. can be achieved via APIs which is a very secure and most efficient way for such data integration and synchronization.

Self-Service Interactive Kiosk User Interface

The self-service interactive kiosk user interface is the very first touch point of the customer. The customer generates their ticket number from the kiosks and sign-up for their queue. The interface can provide functionality to select from a list of available services as well as it can provide relevant information and any other functionality required for the sign-up such as scanning of the Emirates ID card or making payment for the service, etc.

Digital Signage Controls

The digital signage controls is a part of the administrative control console, it allows the management to run multimedia content on the digital signage screens along with the queuing information and other updates. The signage controls allow the management to perform basic digital signage functionalities to improve the user engagements and interactions during the wait time.

Reporting and KPIs Monitoring Module

The queue management system software has capabilities to monitor and capture data from each and every touch point of the customer journey. It also record valuable statistical data and measures various KPIs and other indicators. Which is very helpful for the management and make them able to make informed decisions on the bases of highly accurate data feeds from various sources.

Statistical Data Analytical Engine

The statistical and data analytical engine is also a part of the reporting module but it is a very useful component. It analyze the data and allow the management to extract the data in multiple format. It also help the management in creating reports with visual and graphical analysis and data presentations.

Customer Feedbacks

The customer feedback is a very important and essential part of business intelligence. It provides a direct window into the customer’s minds. The business can utilize the feedback to evaluate each and every aspect of the customer journey, the quality of the service and products, the employee performance and much more. The customer feedback along with other business intelligence highlights the areas of improvements and enables the management to take actions and make strategies for future improvement to maximize the customer satisfaction and quality of the service and products.

How to Choose a Best Queue Management System?

When it comes to the queue management system there are so many different vendors and systems available in the market. Businesses often get confused when they are selecting a queue management system. There are also some popular brands which advertise their systems with different brand names. However, there are certain things that a business should consider while selecting a queue management system to make sure it will be helpful in solving their problems.

Here are some key points to consider while selecting a queue management system or configuring/customizing a queue management system:

What are the Different Queuing Process Types?

The queuing process is basically managing the queues, streamlining the customer flow and improving customer journey. However there are certain service delivery mechanisms which are different for each business and that is how a business should chose a queuing process for their queue management system:

Single Phase Single Channel Queuing

When a business has single counter which serves each customer and a full service isdelivered through a single counter it is called single phase single channel queuing.

Multi-Phase Single Channel Queuing

When a customer will have to go to multiple counters to get a full service delivery and each counter serves a single step of the service it is called multi-phase single channel queuing.

Single Phase Multi-Channel Queuing

When a single service can be delivered at a single counter and there are multiple counters who can serve the same service it is called single phase multi-channel queuing.

Multi-Phase Multi-Channel Queuing

When a single service delivery requires a customer to visit multiple counters and for each step more than one counters are available it is called multi-phase multi-channel queuing.

How the Branch, Office or Facility Operates?

The capacity of the branch, office or customer service center is also important and it will help you selecting an appropriate queue management system which will meet your needs. Here are some important things that you should understand about the facility:

The Population of the Customers

The population of the customers or daily footfall is classified in two categories, one is limited and the second is unlimited. Facilities like boarding counters and clinic have limited number of expected customer or daily footfall. Facilities like customer service centers and banks doesn’t have a limited or pre-defined number of expected customers or daily footfall.

The Method of Arrival

The method of arrival is also important. Usually business operate on single arrival mode, it means that each customer will come individually. However some businesses are serving customers in group arrival mode. It means the customer will arrive there in form of a large group such as Immigration Services, HR Departments, etc.

The Infrastructure of the Facility

The infrastructure of the facility is also important. A business should consider the number of counters, space for the queues, capacity of the waiting areas, and size and shape of the facility. These things will help business in determining the type of the queue management system as well as the size and quantity of the components require for a cost-efficient queue management system solution.

What are the Benefits of a Queue Management System?

A queue management system can significantly improve the customer journey and provide several benefits which help businesses in improving profitability and ensuring steady growth. Here are some of the major benefits of a digital queue management system:

Reduce Customer Wait Time
Improve Customer Waiting Experience
Improve Customer Journey
Improve Customer Happiness and Customer Satisfaction
Improve Customer Loyalty and Reduce Customer Churn Rate
Organize Queues and Customer Flow Effectively
Automate the Customer Journey
Improve Employee Performance and Reduce their Workload
Improve Resource Management and Reduce Operational Cost
Improve Service Delivery Quality
Collect Customer Feedback
Gather Valuable Business Intelligence
Measure KPIs, Prepare Reports and Improve Future Strategies
Improve Revenue and Profitability
Bring Innovation and Get Competitive Edge

These are only a few benefits of a queue management system. When a business implement a queuing solution they can literally transform the entire customer journey and customer experience which will help them improving service quality and customer retention. The customer happiness improves customer loyalty and customer loyalty help business building good relationship with then and a positive brand image in the market. In a long term a queue management system can provide excellent ROIs.

Conclusion

A queue management system is considered to be an essential part of the service based industry. Especially in Dubai and all around the UAE where the competition is tough and the customers have too many choices, it is extremely important to stay ahead of your competition and ensure ultimate customer experience and customer journey. The happy and satisfied customers are more loyal to the brands and loyal customers can be a great asset for a business. The customer loyalty plays an important role in business growth. In this blog we have discussed the queue management and the queue management system. If you follow the above mentioned guide to understand the queuing process and to assess your queuing needs, you will be able to get a very efficient and cost-effective queue management system. RSI Concepts is a leading name in Queue Management System providers in Dubai, UAE. If you need any more help, feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: Why should you adopt queue management systems?