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August 15, 2021

How Queue Management Systems are helping Businesses Grow in 2021

The impact of the year 2021 was a complete shift in customer behavior, expectations, and market trends. Businesses are quickly adopting new technological solutions to deal with such changes. A queue management system is a great tool to transform customer journeys and to monitor each and every aspect of them. The businesses in Dubai and all around the UAE are strictly following the health and safety protocols, the social distancing is a new norm. The number of active queues and customers inside the premises has significantly dropped, however, the facilities remained of the same size. Businesses will have to make the customer journey as quickly as possible to be able to serve an equal number of customers daily before the pandemic. Although this is a temporary situation and soon the businesses will resume as per their older states. However, the change in the customer behavior and market trend will be going to take a lot longer to reverse. Most probably it won’t reverse at all. In such conditions, businesses will have to have a better control over the customer journey and customer experience. Which is only possible with an efficient queue management system.

No matter what type of industry you operate in, almost all businesses want or have to keep their customers in lines and queues. It doesn’t matter how large or small your facility is, the important thing is to ensure a flawless customer journey and a satisfactory customer experience. Which is a key to success. Happy and satisfied customers tend to be the best advocate of the brand and help to promote a positive brand identity which improves the brand’s reputation and overall image in the market. This attracts more customers and it also helps to improve the conversion rates of the marketing activities.

Here are some key areas where queue management systems are helping business to ensure their steady growth in 2021:

Queue Management System Improves Customer Journey and Customer Experience

A queue management system can completely transform the customer journey and enhances the customer experience. The main concern of all businesses is to improve customer journey and their experiences through their branch or offices. A queue management system can automatically manages the customer flow and route them according to the predefined company policies and protocols. Managing the lines manually required more staff and it also cause problems, most of the customers complains about line jumpers and mismanagement and got unhappy with the staff, this ruins their experience. The manual management of the queues also results in more workload on the staff and slowly moving queues. This not only increases the wait time, but it also results in crowd formation and more pressure on the staff as well as on the customers and visitors too. The customer experience is ruined and the customer journey is prolonged. The customers left unhappy and unsatisfied. However a digital queue management system can prevent all these problems.

A queue management system organizes each aspect of the customer journey and improve customer experience at each touch point. The customers and visitors can sign-up for the queue using an interactive interface which is mostly an interactive touch screen kiosks. The customer can select the service they want to avail and sign-up for the required queue. Once they signed-up they are directed to a waiting area. In the waiting area the businesses can further improve their waiting experience by utilizing the digital signage screens comes with any standard queue management system. Usually these digital signage are used to display live queuing information, but adverts and multimedia content can also be played to increase customer engagements. The queuing information are also very important for the customers. So these digital

Queue Management System Helps Improving Customer Retention

The queue management systems are a great help to improve customer retention and customer loyalty. As the customer retention and customer loyalty both are linked with each other and both depends upon the customer journey and customer experience. A queue management system helps businesses and organizations to streamline their customer flow and to improve their waiting experience. This had a very positive impact on the customers and it also increase customer happiness rates. Customer happiness lead to improved customer loyalty, the loyal customers are the one who do repeated business with the brand and generate more revenue. According to several studies and market researches attaining a new customers could be 9 to 12 times more expensive than retaining an existing customer. This directly impact the profitability of the business.

Business always seek methods to retain their existing customers. As the customers who are happy with their brand are tend to be more loyal and only loyal customers are the one who promote a positive brand identity. The positive brand identity helps the brand to attract more customers easily. A positive brand reputation also improves the outcome of the marketing efforts and campaigns. Once a customer or visitors builds a positive image of the brand it is much easier and less costly to satisfy them for the business. Only by improving the customer journey and customer experiences a brand can significantly improve their customer retention rates with the help of a queue management system.

Virtual Queuing Boosts Customer Happiness and Productivity

Virtual Queuing is not a new type of queue management system in fact this form of queuing was there since more than 5, 6 years. However, due to the situation in 2020 the virtual queuing suddenly got attentions and businesses immediately rushed toward adopting this technology. The main concept of virtual queuing is to enable the customers and visitors to sign-up remotely and let them wait in the virtual queues without being physically present in the physical queue. This means that the customers and visitors will only have to come at the very time of their turn and they don’t have to wait inside the premises. This means there will be absolutely no wait time. Wait time is extremely important in customer journey and customer happiness. Studies have shown that around only 13 minutes of wait time is acceptable by any customer or visitor, any time longer than that start impacting customer happiness and customer experience. Which is why the virtual queuing is a very advanced and modern form of customer flow management and it boosts customer happiness.

Another reason why virtual queuing enabled queue management systems are gaining popularity is because the management can easily control the entire customer flow, they can limit the number of customers to be allowed inside the premises which ensure social distancing and health and safety of the customers and visitors as well as of the staff. Apart from that when an option is given to the customers they prefer not to wait inside the premises, instead customers only arrive at the very exact time of their turn, which will prevent crowd formation and make it a lot easier for the staff to manage the customers and visitors inside the premises. This reduce the work load of the employees and make them more productive. As the agents and servers are relieved from extra work, their productivity automatically raised, they would be able to serve more customers in a single shift. This enables the businesses to reduce the number of employees and make rest of the employees more efficient which definitely reduce the cost and increases profitability. The balanced work load also improve the capabilities of the employees and make them able to serve customers better, which also improves customer experience and increase customer happiness.

There are several methods and techniques used for virtual queuing, for example the customers can be allowed to sign-up from their smartphone applications, SMS, Email, Call, QR Code, etc. The queuing data and information can be provided on the customer portals, smartphone applications or temporary link which can be shared with the customers through SMS or Email or via Smartphone Apps. The customer calling and announcements can also be made through SMS, Smartphone Applications, Notifications, etc. This further enhances the customer experience and increase their satisfaction. It leaves a very good impression on customers and customers thinks that the brand really cares about them and is very serious in facilitating them and making everything convenient for them. This help business promoting positive brand identity and it improves brand reputation.

Customer Feedback ModuleAids Progress and Development Process

The customer feedback is a very important indicator of the business progress and development. Business here in Dubai and all around the UAE often overlooked this tool and keep pouring huge amount of resources for development and improvement in various sectors. But the question arises how would a business know if their all efforts and investments are in the right direction? The most accurate and easier method is to ask your customers if they are happy with all what you are doing to please them or not? That is why the customer feedback plays a vital role in business’s growth and progress. Asking customers to opine on a certain aspect of the service delivery or customer experience is very simple and easy using a customer feedback module integrated with the queue management system. We have frequently witnessed small touch screens on the counters of banks, exchanges and retail stores. These are the simplest and easiest form of customer feedback. The businesses and organizations can also utilize these small touch screens or tablets to conduct small customer feedback surveys.

Linking the customer feedback system with a queue management system comes with several advantages. For example in such case the business don’t necessarily need to ask for identification information, as such information can be obtained from the queue management system itself, this enables the management to keep the customer feedback survey simple and easier which encourages more customers to share their opinion. As one of the most annoying thing for any customer is to fill in long forms or to fill in identification data before submitting their feedbacks. The identification of the customer is not always needed but most of the time it is very helpful. A simple NPS Score (Net Promoter Score), or CSAT Survey (Customer Satisfaction Survey) could provide enough information to let the business trace the discrepancies or I would rather say the areas of improvements in the customer journey.

Another advantage of the customer feedback module is that the management can conduct several campaigns to get a complete analysis of the entire customer journey including all touch points and business can also take reviews about their products and services. For example the business set a campaign to ask customer about the wait time only, the next campaign could be for the behavior of the server, another campaign could be to get NPS Score or to know the customers opinion about what is good or bad in a particular product or service and so on. These all campaigns’ data can be combined to produce comprehensive reports which can be included in the policy making and decision making process. This ensures the development and progress of the business will be in right direction in future and it also provide a very accurate analysis of all the efforts that are being done till date to improve customer journey and customer happiness.

Queue Management System’s KPIs Help Improving the Performance

Queue Management System comes with in-built KPIs monitoring tool. The KPIs are Key Performance Indicators, mainly referred to as the performance of the employees. Apart from the KPIs the queue management system can also measure and monitor other aspects of the customer journey. The employee performance management and their KPIs are very important for the management to ensure the ultimate efficiency of the entire branch. The employee performance in measured by several indicators some are generic and some depends upon the situation and work flow of the business. For example how much time is consumed by an employee to serve a single customer, this value is taken usually on average and it also records number of daily services. The queue management system also measure and records the work efficiency of an employee during the busiest hours and during the least busy hours and in between. Such information is very helpful in measuring and assessing the overall performance of an employee.

Moreover there are certain employees who perform well with certain services, means some agents are much better on certain services and when they are assigned the same they perform well comparing to other services, some employees perform well during the busiest hours and some perform better under medium work load. Such parameters are very important to manage human resource and the business can plan a setup to ensure the highest performance of all the employees all the time. The KPIs also include the customer feedback data associated with a particular employee, which also provide more details on the subject. The business can also record the idle time and operating time during the day and can track record of such details. The KPIs monitoring is also important for optimizing the cost per service delivery. When all the employees are provided the conditions where they can perform at their best the customer journey and customer experience automatically improved. Resulting in cost optimization and more customer retention.

Business Intelligence and Reports Help Making Profitable Policies

Another remarkable feature of the queue management system is the in-built data analytical and statistical engine that captures extremely useful data and stats. The queue management system can capture the various parameters and aspects of the entire customer journey such as number of daily customers, busy hours, busy days, etc. It also captures average service time for each service, the customer journey duration for different categories of the customers, such as regular or ordinary customers, VIP customers, or the customers with special needs and so on. It can capture the system usage information as well. The employee performance and KPIs are also included in the business intelligence and reporting to make the data more accurate and comprehensive. The customer feedbacks and data from other systems and business tools can also be included in these reports. Collectively the data is processed through the in-built smart algorithms and then several reports are compiled.

The major category of the reports are comprehensive or detailed reports, summary reports, trend reports and corporate or executive reports. These reports are designed for different levels of the management and are very helpful in analyzing the entire operation. On the bases of these reports and data the management can make more informed decisions and set up strategies to improve operational capabilities and efficiency, which directly impact the profitability and growth.

Read this: Why Performance Management System is a Necessity for Companies in Dubai

Conclusion

The year 2021 come with completely new challenges and business in Dubai and all around the UAE are eagerly seeking methods and tools to deal with the situation. The very top priority is to maximize the customer journey and customer experience to increase the customer retention which is considered to be the guarantee for the steady growth and profitability. Studies have shown that it is almost 9 to 12 times more expensive to get a new customer than retaining an existing customer and generating repeated business from them. This means the loyal customers can act as a strong foundation at which a business can aim for the growth and progress. Businesses are investing a lot in customer satisfaction solution, a queue management system is a complete tool to manage and monitor the entire customer journey and all its relevant factors. A queue management system can completely transform the customer journey by automating the customer flow and improving a lot of business processes that further accelerate the customer journey and ensure least possible wait time.

The wait time is the most influential factor in customer satisfaction and customer happiness, a queue management system can significantly reduce the wait time and it is also very capable of improving the wait time experience and maintain customer engagement. It also improves employee efficiency and other aspects of the customer journey which make customer experience better. Furthermore customer feedbacks, KPIs monitoring and business intelligence gathering makes a queue management system an ultimate tool to optimize the customer journey. The business can assess each and every aspect of the customer journey and then make informed decisions and strategies to improve them. The virtual queuing and smartphone applications further improve the customer experience, ensure social distancing and more control over the customer flow management and improve service delivery time and quality. A queue management system is the most cost-efficient and effective tool to transform customer journey and improve business growth rate. RSI Concepts is a leading queue management system provider in Dubai, we are providing a complete range of customer satisfaction solutions and monitoring tools. 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: 2021 Digital Branch Transformation Trends

August 4, 2021

What to Consider When Choosing a Queue Management System

Embracing technology and innovation is not always easy. Especially when it comes to a queue management system that is responsible for managing the customer journey and customer experience. A queue management system is also very capable of improving employee efficiency and operational capabilities, which makes it very important for any business’s success. Here in Dubai and other parts of UAE, there are so many different vendors and suppliers with a long list of customized and off-the-shelf queue management solutions, which makes it furthermore difficult for a business to decide which brand or system could meet their requirements. When installing a new queue management system there are several factors that have to be taken into account else there could be very serious losses in terms of resources and customers. Businesses and organizations have to deal with too many customers on daily basis, which requires an efficient customer flow management platform. Moreover, businesses also need data and business intelligence to make informative decisions for the future. That is why a queue management system is installed. A queue management system can assist in all these areas.

If the queue management system doesn’t have the necessary features it might not be able to improve things much, or in fact, it can worsen the customer experience and cause great troubles for the management and staff too. Customer happiness and customer satisfaction are extremely important for businesses and organizations and efficient resource management and cost optimization is also crucial. There are several factors that a business should consider while choosing a queue management system. Some of the most important factors are listed below:

1. What Types of Services You are Offering?

That is the first and most important factor to consider while choosing a queue management system. If you are offering a single service then only a few queues will be enough and you can have as many counters as you can. But if you are offering more services then more queues are required and customer journey management is required so each customer reaches the right agent/server. Usually in Dubai and all around the UAE when a business is offering multiple services, they are having multiple counters, some are dedicated for certain services, and so on. These all details are important. There are two types of service delivery methods, the first method is the single counter method, according to this method the full-service delivery is done through a single counter. The other method is for stepped services, which means a single service delivery requires the customers to get served in two or more steps, the customer will have to visit multiple counters as per the service type to get the full-service delivery.

That is why it is important to first understand your requirements by analyzing your services and services’ types. For a stepped service a different kind of customer journey management is required for a regular service type where a full service is delivered at a single counter a different kind of customer journey management is required and so on and so forth.

A Great Customer Experience is Must

The primary reason for installing a queue management system is to improve the customer journey and customer satisfaction. A queue management system should be able to add value at all touchpoints of the customer journey. Here the important thing which most of the businesses in Dubai overlooked is to understand the importance of pre-queue and post-queue customer experiences. The customer interaction starts before even arriving at the branch. Even the traffic on the way, the difficulty in the parking and weather too can contribute to customer experience. Although the impact of such things is indirect it directly impacts the customer’s mood, which later reflects in their behavior and experience. There are certain things that can’t be controlled, however, the pre-queue experience can be improved with the help of an appointment booking module or a smartphone application, etc. Virtual queuing is a great example of improving the pre-queue customer experience.

The virtual queuing, remote sign-ups, and appointment booking modules all are designed to improve customer experience and customer journey. The post-queue customer experience is usually asking for customer feedback or conducting a survey. Customer feedback and surveys are important and provide extremely reliable business intelligence data. Moreover, the customer feedbacks and survey builds trust and give an impression of importance and priority to the customers. Now once a customer is inside the branch and is waiting for the queue, the waiting area, the digital signage, the counter displays, the audio-visual announcements, multi-lingual queuing information and announcements, customer routing signs and various markers, and everything else that is somehow contributing to the customer flow and routing the customers will impact on the customer experience. The agent/server, the service delivery time, and the waiting time are extremely important factors to improve customer experience. A queue management system should be able to provide all possible facilities for the customers and visitors to improve their experience. Which will determine customer satisfaction and customer loyalty.

In-built Virtual Queuing and Social Distancing Features

Due to the pandemic, customer behavior and requirements have changed. Each and every business in Dubai or anywhere else in UAE must have to comply with the government policies and social distancing laws to ensure the ultimate safety and hygiene inside the premises. These days’ businesses are eagerly seeking methods and ways to gain the trust of their customers and visitors. Virtual queuing is gaining popularity due to social distancing and COVID-related concerns. The virtual queuing allows the customers to sign-up for the queue remotely. It means a customer or visitor can sign-up for the queue without being physically arriving at the branch, and they can also virtually wait in the waiting lines. This way the customers and visitors are free to wait outside or in the parking lot or at home and only arrive when their number comes.

There are different methods to enable remote sign-ups and virtual queuing such as calls, SMS, email, online customer portals, websites, smartphone applications, etc. The remote sign-up issues a digital token number. The customer can wait outside while being present in the virtual waiting line. When their call has been made they can directly reach to the counter and get the service done. The customers don’t have to wait in the waiting area neither they would have to stand in physical queues. Virtual queuing is very helpful for maintaining social distancing as well. The queue management system should be able to manage the number of customers as per the company policy and capacity. The QR Code is also utilized for virtual queuing and social distancing, the customers can scan a QR Code which is placed strategically either at the entrances or any such place, the customers can scan the QR Code and a digital token number has been issued. The customers can wait outside and when their turn came they can come inside and wait or get served immediately as per the company policy.

Customization, Scalability and System Integration

Any good quality queue management system must have the ability to scale easily in the future. As the customers’ demands, expectations, and market trends are ever-changing, it is wise to have a system that can evolve with the evolving needs. Most of the queuing solutions are customizable, however certain limitations are there which are either due to the technology used to build those systems or either could be due to the sales policies of the vendor. Whatever the reason is if any such limitation is there it will be harder and very expensive to update, modify or change any such queue management system. It is important that the queue management system supports and aids the relevant business processes and IT infrastructure. Customization and scalability are also very important as businesses are expanding and adding new branches all the time, so the queue management system should be able to be supportive for expansion. Sometimes such expansions also require certain changes in features or functionalities of the queue management system which could be very costly, so it is important that the queuing solution you are choosing is already ready to support the expansion, this will save you a lot of time, hustle and cost.

Another very useful feature of any IT solution is its capability and compatibility to other solutions and systems this is often referred to as ‘system integration’. Usually, the businesses are using multiple systems and want to integrate them with each other for certain reasons. Such system integration not only makes the management process simpler but it provides more room for innovation, automation and results in ultimate efficiency. Usually, businesses and organizations are interested in the system stats, reporting, customer feedback, loyalty program, KPIs (key performance indicators), reporting, and customer data integration. All these are not necessary but important. The important thing is that the queue management system you chose should be able to support such types of data sharing & synchronizations. System integration can boost the efficiency of the queue management system and the overall operations.

Reporting and Business Intelligence

A queue management system is a customer journey transformation tool. It can capture data from various important touchpoints and also other relevant data. Which could be a great help for the businesses. The businesses can easily track records of the busy hours, days and weeks or any such detail. The queue management system can also track the record of wait time which is extremely important for customer experience and customer satisfaction. The time required by various steps of the customer journey can be measured. The queue management system can also measure various KPIs (key performance indicators) which are related to customer flow, agent/server’s performance, and much more. These details are very helpful for the business to understand the performance of their business practices and methods. The business can also easily evaluate and measure the performance of the employees and agents. These details are very helpful for businesses to make future strategies and help them easily identify the areas of improvement.

The queue management system can also collect customer feedback directly from the customers. The customer surveys, happiness meters, and NPS or net promoter score are a great measure of the overall performance of the entire queuing process. Businesses can also collect feedback about the behavior of the agents, facility, products, and services, and much more using the queue management system’s in-built customer feedback module. The reporting should be compiled in a dedicated administrative dashboard with the capabilities to link them to other systems and solutions to streamline the data. Moreover, a good queue management system must have in-built data analytical and statistical engine which should be able to process the raw data into well-prepared compiled reports. These reports should offer different formats such as detailed reports, summary reports or trend reports, and so on. These formats are very helpful for various levels of the management and the policymaker or strategy builder can utilize any convenient type of report while making decisions and making policies.

Real-time Updates and Remote Management

Mostly the business in Dubai and all around the UAE have various branches and the upper-level management resides in the head office or headquarter. This raises a need for real-time monitoring and remote management of the system. Any good queue management system must have remote management and real-time update capabilities. The real-time updates enable the head office to view all the connected branches live and they can access the queuing data in real-time. All the data is stored at a centralized database which is either residing inside the central database of the business or hosted on a cloud. This enables the higher management to monitor all the branches in real-time which makes the management very easy and convenient. Remote management enables the head office to push company policies instantly on all branches or selective branches and it also provides the ultimate control over all the connected branches.

The queue management system must have dedicated dashboards such as the customer interface, where the customers interact with the queue management system, the agent’s dashboard where the agents interacts with the system, and the administrative dashboard where the branch managers or top management interacts with the system. This requires a proper workflow and user authentication mechanism which authenticate each user and provide them with the level of control they are entitled to. The user authentication and access control also make the system more secure and error-proof.

Conclusion

A queue management system is a necessity these days for business. Especially in the service-based industries where the business is dealing with daily footfall. There are certain features of trait of a good queue management system that are must have when implementing a new queue management system. For example, the first and most important thing is that the queue management system should be able to improve the service delivery process and customer experience. We always recommend our customers a tailor-made queue management system as it provides more flexibility and control over the business processes and doesn’t require or push any change for the existing business processes and internal infrastructure. Moreover, a good queue management system should be able to scale and upgrade easily and should have support for future expansions.

Usually, the business has a main head office and several regional offices or branches a good queue management system should be able to provide the head office facility to get real-time updates from all the connected branches and also the remote management, which enables the businesses to push company policies instantly to all branches and make the management and control easier. The reporting and business intelligence collection are vital for doing improvements and identifying the areas of improvement. These features not only transform customer journey and customer experience but also help businesses to improve the overall operational efficiency and help increasing revenue and profitability. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to install a new queue management system or want to upgrade your existing queuing 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: 5 Signs Your Business Requires a Queue Management System

July 6, 2021

How to Achieve the High ROI using Queue Management System

Achieving the high ROI results with a queue management system is comparatively easier, as the system itself is very capable. Here in Dubai and other parts of UAE businesses prioritize their customers, the markets are growing, every day the competition is increasing. Studies showed that around 90% of the customers are willing to go to another service provider rather waiting in the long queues. Every single minutes added to customer wait time could cost you potentially tens of hundreds of sales on daily bases. That is the reason businesses from all sectors in UAE are rapidly adopting to the digital queue management systems and queuing solutions. The customer experience and customer journey is extremely important. If a business is not using a queue management system to manage the daily customer flow, they will eventually end up losing a huge chunk of their sales.

That is the reason these days we can find queue management systems everywhere, from banks to government offices, schools to hospitals and clinics, food courts & restaurants to HR Offices, everywhere were we go we find a queue management system. This also results in a lot of vendor and supplier of the queuing solutions. However, there are only a few companies which are offering a great queue management system to ensure higher ROI results for you. RSI Concepts is a leading queue management system vendor and supplier, with exceptional range of different queue management systems. A queue management system in Dubai, UAE is considered to be a long term investment. When it comes to a queuing solution the businesses are concerned about the ROI, as it is a long term investment to calculating the ROI is also not as that simple.

In this blog we will focus on the features which can boost the profitability of a business and we will also explain a business can easily quantify the ROI of a queue management system.

How a business can increase profitability with a queue management system?

A queue management system has a lot of benefits and it can improve a lot of areas related to the customer journey and customer experience. On top of that the queue management systems are also very helpful in improving subsequent business processes and policies. Here are some traits of a queue management system that help businesses in improving their profitability:

Reduce Wait Time

The wait time had different impact on different industries and sectors. But one thing is common, it always have a negative impact on customer journey and customer satisfaction, which results in decline in sales, in some cases this decline could be huge, it is an estimate that worldwide retail sector reported almost 70% of sales drop when the wait time is too long. With a queue management system businesses can avoid such losses, as the queue management system automatically manage and streamline customer flow, which reduces the wait time and improve customer experience. This help brands to retain more customers and improve customer loyalty and get repeated business. Which directly contributes to generating more revenue and profits.

Offer Virtual Queuing

The virtual queuing is the most modernized form of a queue management system. The main idea is to let the customers sign-up for the queues remotely/virtually. The customers can issue a mobile ticket or sign-up for the queue without being arriving at the branch. This allows them to wait outside, or utilize the wait time in some other activity, which in terms of customer journey results in literally no wait time. This not only improve the customer journey and customer satisfaction but it also help employee to improve their work efficiency and the overall productivity of the entire branch. Good quality customer journey makes your customers and visitors happy and satisfied. Happy customers give repeated business and also advocate for the brand.

Improve Employee Performance

In case of a manual queue management, the employees will have to do all the work manually. They will have to manage the queues, they will have to ensure the smooth customer flow, and they will have to handle the line disputes among the customers and much more. Which distracts them form their primary tasks and result in poor work efficiency. A queue management system eliminate all these problems and automatically handle the entire customer flow, which results in a very smooth and quicker customer journey. This allow the employees to focus only on their primary tasks, and they can easily serve more than twice customers in a single shift or even more. This allow the businesses to reduce the resources which help reducing the cost. And with the improved employee efficiency good quality work increase customer happiness. Which positively impact on the overall business growth.

Automate Customer Journey

A queue management system allows businesses to automatically manage all touch points and interactions of the entire customer journey. On one hand it saves a lot of time and makes the process fast, on the other hand it improves the customer experience as well. Especially for businesses who have stepped services which require multiple counters for a single service delivery. A queue management system also significantly improve the customer flow in scenarios where multiple services are being offered and certain counters are dedicated for certain services. The queue management system also help managing and routing the VIP or premium customers and the customers with special needs. This improve customer experience a lot and it portrays a very positive brand image. Which help attracting more customers and also good for customer retention. These factors directly impact the business growth and profitability.

Improve Service Quality

The customer interaction with the business can heavily influence their service experience as well. If a customer or visitors had to wait for too long under mismanaged or poorly managed conditions, when they will reach to the counter they will be annoyed or upset. This will also impact their interaction with the service agent/server. If the customers and visitors got an excellent experience before reaching to the counter, they will be happy or at least they will not be angry or upset. This will make them more open and understanding towards the agent. Satisfying such customer is a lot easier than satisfying annoyed customers.

Moreover the queue management system also reduce the unwanted work load from the employees, which make them more efficient too. The employees will be highly focused and can deliver good quality service as well. The queue management system also have ability to route customers with different needs towards different counters. If agents are delivering only one or a few services, they could easily build expertise for that. Which also improve service quality and customer experience. Good quality services build good brand identity which help increasing conversion rates and customer retention and these all things contributes to business growth.

Improve Customer Retention

Customer happiness and good customer journey is a key to customer retention. If your customer are happy and satisfied they will remain loyal to your business. If they are unhappy they will immediately move to a competitor. The customer retention is extremely important for business growth. As if you keep focusing on marketing and other efforts to increase your new sales, but failed to retain the existing customers, then your overall profitability will decline. It totally depends upon the number of new customers coming to your brand and the number of customers who are leaving your brand. Eventually it will act like a death trap.

But if you manage to retain your existing customers, you will not only get repeated business from them but you will be able to keep adding more customers who will contribute in the growth of your business. A loyal customer base act as a foundation for a business, without that a business could crumble anytime. A queue management system ensures your customer leave happily and satisfied. Happy customers are tend to be the most loyal to the brand. They also promote the brand within their circles. Which attract more customers and build a strong brand identity. Brands with positive brand identity tends to have higher conversion rates from their marketing efforts comparing to the average brands or brands with poor brand image.

Improve Communication with Customers

A queue management system with its advanced features enables direct communication between the customers/visitors and the brand. The customer interfaces can be designed with multi-lingual support to further improve the communication. Moreover the business can also collect customer feedback using the additional queue management system modules. Business can conduct online surveys and request for their opinion or suggestions. With the integrated smartphone applications or online customer portals, the businesses can enable a direct and personalized communication channel between them and their customers. The customer feedbacks and survey data can be utilized further to assess business practices and various other aspects of customer journey.

Collects Stats & Business Intelligence

A queue management system is a great source of various types of valuable business intelligence data. It allow businesses to capture data from all touch point throughout the customer journey. The customer feedbacks also help evaluating various business processes, employees and customer experience. The queue management system has built-in KPIs (key performance indicators) to measure the performance of various active components, such as relevant systems, customer flow, and employee performance. The employee performance indicators help business to accurately quantify the performance of individual employees as well as of teams and branches. The management can easily take actions and make decisions to improve employee performance which will also help improving the service quality. The system usage stats and customer feedbacks help business in making policies and strategies to improve performance, products & services, and quality of service. Which will later help businesses in increasing sales and revenue.

How to Calculate the ROI of the Queue Management System

As whenever a new system is acquired every business set their goals and objectives and then evaluate the system by various aspects such as system usability, utility, scalability, estimated outcome, cost, and other financial aspects. On the bases of these an overall ROI (return over investment) is calculated. Every system is eventually evaluated on the bases of its ROI. If the ROI is good the business can commission the system with confidence. If the ROI is not satisfactory then the business will be hesitant to invest in such system. For queue management systems the ROI calculation is very simple and easy.

Without a queue management system the business will have to allocate more employees to handle the customer flow, usually the employees are assigned by keeping in mind the busy hours and the regular foot fall. So, usually the most of the branches are either overstaffed or inefficiently staffed. This put a lot of expense on businesses. With the help of a queue management system the system take care of most of the intermediary processes and automate various steps of the customer journey, which entirely eliminate the need of additional staff. The customer flow and the entire queues are managed automatically by the queue management system, this also improve the work efficiency of the agents/servers. With the help and benefits of the queue management system the employee performance is also significantly improved, which make them able to serve more customers in a single shift. That is how the business can easily calculate how much agents/server or employees will be required to server a certain number of customers and visitors.

Another very accurate ROI can be the estimation of the cost per customer or per service delivery. This is also very easy to calculate. The businesses can easily calculate the service cost per customer before the queue management system and after the queue management system. All you need is the quantity of the customers they have served last year or more precisely the number of serving customers as it could also include the customers with the repeated service delivery. Then the cost on each service, and the value of the each service. Then the ROI can be calculated by including the queue management system into the equation and both results can be compared.

Other non-financial benefits are also there. The biggest benefit of a queue management system is that it significantly improve the customer journey and customer experience. Which exponentially increase the customer satisfaction score. The customer satisfaction score drives the opinion about the brand and help building a positive brand image. A good brand identity attracts more customers and also plays important role in conversion and lead generation through various marketing efforts. So, in longer run with or without the non-financial or non-quantifiable benefits of a queue management system the ROI is excellent.

Conclusion

Obviously whenever a business plans to acquire a new system or infrastructure the one thing that counts the most is the ROI (return over investment) rates. In case of a queue management system the ROI is always excellent. As any queuing solution comes with certain benefits such as reduction in wait time. The automation and functional improvement in business processes lead to an excellent customer experience and a smoother customer journey. The less work load on the employee lead to their performance improvement. With the help of a queue management system a single employee can handle more customer in a single shift. The cost and expenses can be reduced, the output can be maximized. Which significantly improve the ROI of a queue management system. At RSI Concepts we have a dedicated team of technical experts and business analysts who can help you with your queue management system project. You can easily 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: Pros and Cons of Queue Management System

May 11, 2021May 11, 2021

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

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

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

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

What is Customer Experience?

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

See More: Sharjah Customs acquires QMS from RSI Concepts.

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

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

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

Conclusion

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

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

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

April 11, 2021

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

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

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

Queue Management System Market Growth and Rapid Adaptation Trend

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

See More: Benefits of Virtual Queue Management System

Impact of the Pandemic on Queue Management System Market

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

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

See More: Queue System working in Government Departments

What is the alternate of a Queue Management System?

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

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

Benefits of a Queue Management System

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

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

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

See More: Benefits of Queue Management using Mobile Apps

Will the Focus be shifted from Queue Management Systems?

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

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

See More : 3 dimensions of Queue Management System for Hospitals

Queue Management System Have Ability to Drive the Business Growth

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

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

Cost and ROI

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

See More: Improve Customer Service with Queue Management System

Conclusion

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

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

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

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

March 2, 2021

Queue System working in Government Departments

The main objective of the queue management system is to manage the customer flow with maximum efficiency and reduction in the wait time. A queue management system could help the government departments and public offices to deal with the social-distancing and COVID-19 situation effectively and also to improve the customer experience during their visit to the office. It is a common sitting of long queues at the government sectors, but nowadays due to the COVID-19, most of the services went online or provide alternates to facilitate their customers without compromising their health and safety. Still, there are tons of government services that can only be delivered at the branch or office. Most of the time customers also want to visit the office rather doing it online. This is why government departments have to adopt preventive measures and extremely organized customer flow management. Above all the government of the UAE is always stressing the importance of going green and reducing carbon footprint and another remarkable initiative of the government is to the digitalization of their products and services.

UAE government and the government of all emirates are considered to be the world’s highly digitalized governments in the world. You can avail yourself of tons of services through digital mediums. This also raises the importance of an efficient digital queue management system. Which could not only covert the manual process into digital and automate it but also provides the full advantage of digital and online domains? The government departments and their public offices are always the busiest, hence require smart solutions to deliver their services and to enhance the customer journey at the office. This is why a queue management system is a perfect companion of the government departments and their public offices. It reduces the wait time, allows full control and autonomous customer flow management, improve service delivery efficiency, reduces the workload of the staff and the management and makes the visitors and customers happy.

Here some of the advantages of a queue management system working in the government departments:

Manage Customer Flow with great Efficiency and Control

A queue management system allows the government departments to manage an immense load of daily footfall. The system has a powerful administrative control panel to control and implement department or branch policies effectively. According to those policies, the queue management system will automatically manage customer flow. As the whole customer flow management process can be automatic or semi-automatic (depends upon the requirements), it enables the automatic customer routing to the free counters instantly, which also reduce the wait time. On top of that, these days due to the COVID-19 social distancing is strictly implemented in all public places. So, the queue management system can also assist the management in implementing their social distancing policy effectively without any human intervention there is no room for error or miscalculation either. This also ensures the safety of the customers, visitors and staff.

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

Customer Journey Automation

The customer journey can be automatically controlled using a queue management system. This feature is extremely useful in cases where it requires the customers and visitors to go to multiple counters or servers to get the full-service delivery done. The whole process can automate by implementing the policies and the queue management system can automatically route the customers from one customer service counter to another until the full-service delivery is done.

As most of the time, the government departments and public offices are offering multiple services and in some scenarios some counters and dedicated to particular services only. For example, if there are 24 counter, let say 10 are dedicated for service A, 6 counters for service B and remaining 8 counters for service C. This scenario can easily be controlled by the queue management system.

The organization’s policy can be implemented through the powerful administrative control panel, and whenever a customer is signing up for the queue the system can enquire them about the service they would like to avail and then put them in their respective queue. This prevents a lot of troubles and saves a lot of time.

VIP Customers, Customers with Disability or Special Needs or Any Exception

Sometimes there could be some counters dedicated to premium customers, VIP customers or customers with special needs or any such things. In such a scenario, the queue management system can automatically follow the management’s policies and route the customers to their appropriate counters. This ensures a smooth customer journey and an excellent customer experience.

Reduce Wait Time and Quicker Service Delivery

A queue management system allows the management to reduce the wait time for the customers and improve their service delivery efficiency. As all the customers are managed in a well-organized manner. They are being automatically routed to their relevant counters and servers. There is no delay in customer calls, and there could be no issue or conflict in the queue or turn, the wait time gets reduced. The customer will have to wait for less, as everything is getting done with precision and without human intervention so human errors are also eliminated. Another great advantage of a queue management system is that it also helps to reduce the workload of the staff and service agents by handling different processes and by automation. Which effectively increase employee efficiency and also results in quicker service delivery and improved customer experience.

As the customer journey is managed and controlled by the queue management system as per the policies of the department, the customer journey is also reduced. As soon as a customer gets frees the next customers is called. Especially in multi-counter service delivery, where a customer will have to go to multiple counters to get the full-service delivery. In multi-counter based service delivery the automation reduces the time and easily guide the customer from one counter to the next without any delay or interruption. Which also results in quicker service delivery.

Improved Monitoring and Performance Analysis

Apart from reducing the wait time, increasing the employees’ efficiency and quicker service delivery a queue management system comes with additional benefits. The government departments and public offices deal with hundreds upon hundreds of customers and visitors on daily bases. There could be a lot many unhappy customers too. In such a situation having a powerful analytical and statistical data collection medium integrated into the customer management process could provide valuable data to the management. Which can help them in further improving their service delivery mechanisms, enhancing the customer journey and effectively measuring the employee performance and much more. The system usage data can also provide a brief detailed preview of the system’s performance. In total, all that KPIs and statistical data gathered from the queue management system could be utilized to take important decisions and forming future strategies to ensure better customer services.

Reporting Module

All the data collected autonomously from the queue management system will be available in multiple reporting formats. The reports can provide precise system usage data and accurate key performance indicators (KPIs) could help the management to highlight the areas where improvements can be done. Furthermore, the reporting module also allows the management of the government department or the head office to monitor the performance of the agents and servers on daily bases. All the statistical data is gathered and provided in real-time to improve the reporting and monitoring capabilities.

Integration with other Data Centers and Systems

This is another great advantage of a digital queue management system. It allows integration and synchronization of data with other organizational tools and corporate systems. This integration allows the management and staff of the government departments to reduce the service delivery time. For example, in order to sign-up for the queue, the visitor must have to scan their Emirate ID card or EID. Once scanned the data has been loaded from the government databases and the user can automatically get authenticated. Once the user arrived at a counter all their data has been automatically getting loaded on the screen of the server or the agent. Which could save them from doing manual data entry. A lot more such innovative features can be added to the queue management system. This feature is possible by enabling a queue management system to fetch and push the user data from other systems. All the process is fully automatic and saves a lot of time. Here are a few more integrations that are gaining popularity:

Integration with User Identification System
Integration with CRM, ERP, Sales Management System, etc
Integration with a customer feedback system
Smartphone Applications
Online Appointment Booking and Remote Sign-up Process

There are a lot many different scenarios where we can integrate the queue management system to fetch or send data to any other system to incorporate more features that help to reduce the wait time and improve the customer journey.

See More: Benefits of Queue Management using Mobile Apps

Queue Management System Accessories and Add-ons

There are so many hardware and software add-ons or accessories which can be added to the system to further enhance the system performance and usability. For Example:

1. Audio Announcements

Audio announcements are a great way to get the user’s attention to who is waiting in the waiting area. As when most of the people arrive at a government department or public office, they just took their queuing ticket and sit in the waiting area. Most of the time either you are on the phone or talking to the person sitting next to you or something like this. The audio announcement can easily alert them for their turn.

2. Multi-lingual Interface

Dubai is a huge city having so many different types of people from various societies, cultural background and countries. A multi-lingual interface can help you improving customer happiness and contributes to customer satisfaction.

3. Digital Signage for Government Departments

Digital Signage is an integral part of any queue management system. For the government departments and public offices, digital signage can display the current stats and ticketing information along with acting as a multimedia content player as well. The management can play promotional content, health and safety warnings, and other helpful materials. Engaging content on digital signage for government departments will help to reduce the stress of the customers waiting in the waiting area. It improves customer happiness and also provides a very effective communication channel for management.

4. Counter Displays and Screens

Counter Displays and Screens are used to display the counter number/name and the current ticket serving on the counter. This information is important so the customer can easily identify their server.

5. Customer Feedback System and Happiness Meter

This is also another very important accessory of a queue management system. In the government departments and public offices, if a customer feedback system is used, it helps the management to understand their customers’ needs and requirements. The customer feedback system can provide vital business intelligence which can help the management to further improve their services and service delivery mechanisms.

A customer happiness meter is usually a small touchscreen or tablet kiosks placed on the service desk or counters, it simply captures the customer’s happiness or satisfaction level information. It most often has multiple smileys icons or a few buttons describing the happiness levels, for example, happy or satisfied, unhappy or dissatisfied and very happy or pleased or any such things. This is a great tool in evaluating the servers’ and agents’ performance too. As the data could be linked and synchronized so there is no need to ask the customers to input their contact details. The system can automatically fetch the information on the bases of the ticket serving during or prior to the feedback submission. This is an excellent way to gather a lot of customer feedback data and people in general always respond well to such feedback systems.

See More: Queue Management System for Vaccination Centers in UAE

Conclusion

A queue management system can improve customer happiness and satisfaction level by reducing the wait time, providing engaging content during their wait time, routing them automatically to their respective counter or counters without any delay and reducing the workload on the government department management staff. Nowadays, due to the COVID-19 scenario the government of the UAE implemented a strict social distancing policy with zero tolerance. Our digital queue management system can also aid the management in implementing their social distancing policies. Apart from that our queue management system also allows integration and data synchronization with other corporate tools and organizational systems which also help to innovate new ideas to improve the efficiency of the queue management system. It also helps the management to gather valuable business intelligence.

Our queue management system also provides real-time monitoring and very detailed reporting mechanisms. The KPIs measurement and employee performance tracking could help the government departments and public offices to further improve the service quality and customer interaction with their department. Automatic customer route routing and multiple add-ons and other features not only improve customer experience but also help the management to improve their service delivery mechanisms.

If you are looking for a queue management system or want to upgrade your existing queue management system, you should also have to acquire professional queue management system providers for the government departments in Dubai, UAE. RSI Concepts have great experience of the field and we have a list of satisfied government clients. Feel free to leave a comment in the comment box below or contact us through our Contact Us page.

Check this out: Queue Management System for Government Departments in Dubai

January 27, 2021

Queue Management System for Government Departments in Dubai

In Dubai, Sharjah, Abu Dhabi and the other Emirates of UAE there are hundreds of government departments who are serving millions of customers. As per the digitalization of the government of the United Arab Emirates, all of the Emirates have rapidly evolved their services and compatibility. The federal governments and state are considered to be the most resourceful and considered to be amongst the world’s top welfare governments in the world. The digitalization project and the welfare of the residents of the UAE lead to a rapid adaptation of the latest technological solutions. The UAE and Dubai are leading the world in a lot many technological advancements and initiatives from the government for the residents and national of the UAE and its all Emirates. There have been hundreds of government public offices operating in the country to serve the local and ex-pat community. RSI Concepts is one of the leading queue management system solution providers for the government sector in the UAE.

Why the Queue Management System is so Important for the Government Departments?

Why queue management system is so important for the government departments? The main objective of having a digital queuing solution and customer flow management system is to provide a great customer journey and ensure the highest efficiency of the staff. If the queue management system is not capable of doing so, the management will start receiving complaints from annoyed and unhappy customers, which in the bigger picture could harm the overall reputation of the government and the country itself. As the UAE is a hub of business and a hot spot for millions of tourists, it is very important to facilitate them with satisfactory service. Especially for the government offices and government departments when they are receiving hundreds of daily visitors, it is very important to manage them efficiently and provide them with a satisfactory experience.

How a Queue Management System can help?

A queue management system can improve the customer journey and customer experience. It can heavily impact the efficiency of the department. The wait time could be reduced to 30 to 60 per cent, the service delivery gets quicker and efficient, the staff, agents and server got a stress free environment hence the overall efficiency is improved. There are so many features and accessories which can further improve the efficiency of a queue management system, here we are listing a few features which can help the government offices and departments to improve their customer flow management to enhance customer journey throughout the service delivery process:

Effectively Manage the Customer Flow at the Branch

A digital queue management system allows the management to effectively manage the customer flow in the branch. It also provides a more organized and managed environment for the customers and visitors which increase their satisfaction and reduce their stress. Most of the customers can get annoyed if the queues are not managed properly, which results in unhappy customers. A well-organized managed customer flow also reduces the work stress on the staff, management and the agents or services which also improve their efficiency and customers experience.

Reduce the Wait Time

The queue management systems are capable of significantly reducing the wait time. An efficient digital queuing solution can effectively reduce the wait time from 30% to 65%, depends upon your scenario. This will not only increase the customer happiness but it also increases staff efficiency. The wait time is very important for customer experience. It is always great to show the estimated time remaining for the turn, this will reduce the stress of waiting for the customers as various researches and experts suggest that the unknown wait time is more stressful than a known wait time. This also improves the customer experience.

Collect Business Intelligence

This is often neglected by a lot of many customers, but it is very critical that your queue management system not only facilitate your customers and visitors but also provide you detailed insight and statistical data about your branch and its overall performance. The digital queue management systems can collect a lot many statistical parameters, and above all, they provide greater control to effectively measure KPIs or key performance indicators, which could help the management in analyzing their current policies and from the detailed reporting module and data analytical engine the management can easily take decisions in improving the lagging factors. This will also impact the customer journey and happiness and it also allows them to monitor the performance of the staff.

Customer Journey Management and Automation

Customer journey management is very important in achieving maximum working efficiency in your office. In the government offices mostly services require a customer to go to several counters to complete a single service deliver. Then there could be other variables too, such as VIP customers, customers with special needs, customers with disabilities, foreign customers, etc. There are so many things, which could impact the service delivery efficiency of a government department. A queue management system can help to implement different policies by its completely automated approach. The powerful software engine automates a lot many processes and reduces the human factor. This also improves the customer journey.

Sometimes some counters are dedicated to a certain group of customers or for certain services, whichever the scenario is the queue management system can automatically route the customers to their respected counter without any delay. The queue management system can also automatically route the customers throughout their journey to ensure a smoother and happier experience. The load management for different counters can also be done automatically. Which further simplified the customer journey and reduce the wait time.

Think out of the Box

The government departments should think out of the box and rather relying on more traditional approaches they should have to be more innovative and creative. The technology is rapidly advancing in the IT sector. The government departments should utilize these technological advancements to improve their services and service delivery mechanisms. The digitalization is the future and thankfully our leaders had sensed it along the back. This is the reason why the UAE is always ahead of other nations in adapting to new technologies and providing excellent services for their residence and visitors. The government departments should also have to think out of the box to integrate the latest technological tools to improve their customers’ experience. Here are a few latest advancements that can be added to a queue management system to increase its efficiency:

Smartphone Applications

I have no doubt in saying that the UAE would be the country with the maximum mobile phone users. More than 90% of the population have access to the fast internet. The smartphone has surpassed the desktop or laptop users in the past few years. More internet searches are made through mobile devices than from the traditional desktop or laptop PCs. The government of UAE is the pioneer in introducing thousands of services through smartphone applications. The government department can utilize smartphone applications to add more services such as:

Remote Sign-in: Sing-up for the queue even before physically appearing at the branch/office
Real-time Status: Provide real-time status and other queue details in the smartphone app
Collect Feedback: Collect customer feedback through smartphone applications
Provide Follow-up and Reports: Provide details about customer’s request and other reports on their smartphones
Notifications: Use push-notifications and SMS notifications to alert the customers about their turn

That is not all, the smartphones these days are very powerful and the smartphone apps are very capable, the government departments can use them for so many purposes like if there is a registration that needs to bed one the counter, the customers can do the data entry by themselves on their smartphones through the mobile applications and once they reach to the counter the data will be there for the agent. This could significantly reduce service delivery time. Moreover, the smartphone applications can be used to scan and upload documents, photos and much more.

Online Appointment & Booking

Another advance feature of modern queue management systems is allowing online sign-ups and making online appointments. The government departments can further facilitate their customers by allowing them online appointments, for example, if I couldn’t reach at the branch before the end of the business day, I should be able to book a spot for tomorrow, let say I choose 4 pm or any other available time which also suits my travel schedules, so the next day or any other day I will reach exactly at 4 pm at the government department and get the work done without any hustle. This is a great feature to have for certain departments.

Digital Signage and Displays

The digital signage and displays are a great accessory of a standard queue management system. These digital signs or large displays can be utilized for the announcements, queue status, advertisements, and much more. In the waiting areas, the government departments can utilize these large screens and displays to provide additional information, advertisements and other content. Additional information can further make the customer journey easier. The adverts and engaging content reduce the stress of waiting in the waiting areas.

Audio Announcements

The audio announcements are considered to be mandatory in the government departments as they are usually having a large number of customers and guests in the waiting area, so audio announcement could easily get the attention of the customer. Multi-lingual audio announcements are also very helpful as the government departments usually deal with all sort of customers and guests, some might not be familiar with the native language so audio announcements in other popular languages can help a lot. The audio announcements in the waiting area will also tell the customers that the queue is continuously running, and their turn will come soon, this also calms them psychologically.

Collect Customer Feedback

The customer feedback is very useful in understanding the efficiency of the department. Mostly a short survey or just a customer happiness meter could do wonders. The valuable data gathered through the small kiosks and the tablets placed on the counters could help the management understanding the customer’s emotions thus actions can be taken to further improve the customer happiness. The queue management systems come with a very powerful software tool, which can automatically log in all the required information related to the feedback, such as whenever a customer is entering feedback the queue management system could automatically link it to the customer and the agent by the token the customer had been served on and various other technical parameters. This also provides the management with a detailed report of the agent’s behaviour with the customers.

Conclusion

The queue management systems are very critical in maintaining a productive environment in the service-based industry. Especially in the government departments where the daily footfall could be in thousands the queue management system can provide a great platform to effectively manage the queue, monitor the efficiency of the staff, gathering vital business intelligence and insight which could later be used in decision making and taking steps in improving the service quality as well as the service delivery process. Integration of the queue management systems with other tools and system will further improve their efficiency and increase the convenience of the management. The remote management and monitoring enable the head-office to get 24/7 real-time updates of any branch or regional office from the online command and control centre. Digital queue management systems are very powerful tools to implement business strategies and policies effectively. The management could also use queue management systems to understand the effectiveness of their policies and strategies. RSI Concepts is a leading queue management system provider by serving hundreds of government and private entities in the UAE and all across the Gulf. If you need a consultation or an estimation of improving your queue management, please feel free to reach us out from our Contact Us page.

Check this out: 5 Challenges and Solutions of Queue Management System in Banks

January 12, 2021

Importance of digital queue management system in 2021

No one likes to wait in line in today’s day and age. A business that makes its customer wait is bound to attract negative attention and even worse, lose the customer. A proper queue management system can make a world of difference to any customer-facing environment.

As we enter 2021, organizations face a completely different business landscape to sell their products and services. The digital market has become the biggest revenue generator for businesses and customer preferences have changed in the post-COVID-19 era. Here we will look at the importance of queue management system for customer experience, and especially how technology can transform queue management.

As there is an increasing number of people visiting the online market place, organizations across all industries have been compelled to re-evaluate and revamp their business strategies in favour of reaching their customers online. This is where a digital queuing system and the 7 benefits of using an online queue management system become apparent.

1. Increased customer satisfaction

The biggest benefit of a queue management system is that it leads to an exponential improvement in customer satisfaction. In a physical store, there will be employees to cater to customers and help them find what they are looking for. However, in the online space, the customer has to make navigate your marketplace and make decisions themselves. A robust queue management system that makes your service delivery mechanisms faster and smoother will result in a happy and loyal customer base in the long run. Most queue system Dubai today use the latest technologies and features like a mobile queue management system that will enhance the customer experience.

2. Reduced wait times for customers

A digital queue system will positively impact the digital customer flow management by reducing perceived wait times. If the customer is taken through a streamlined process wherein, they get all the information they want from the moment they visit your marketplace to completing the purchase in the least amount of time, it will have a positive effect on satisfaction, productivity and revenue.

3. Simplifying communication in 2021

Social distancing and staying at home has become an unspoken rule. In these circumstances, most businesses and organizations rely on digital channels to reach their customers. A queue management system provides an effective and efficient way of communicating with people and providing them with relevant information. Let us take an example of the benefits of queue management for dispensaries. In this pandemic era, dispensaries cannot risk people queuing up in their stores to buy medicines. Through a digital queue management system, customers can be informed of available time-slots during which they can visit the dispensary, or even have their medicines delivered home. This is how technology-enabled queue management can keep people safe without affecting the business process.

4. Optimise costs and increase revenue

The pandemic has affected almost every industry in one way or the other. Most, if not all businesses have had to shut down their operations fully or partially for the better part of 2020. Increasing costs and other logistical overheads have caused innumerable problems all around the world. While many organizations have switched their operations to the digital space, they are still struggling to keep costs in check and boost revenue. One main reason for this is that they lack a streamlined customer experience management which prevents more people from making a purchase. An intelligent queue management system Dubai understands the customer flow and is optimized to maximize efficiency and lower costs.
Having a queue solution reduces the cost of employing additional resources to manage customer queue and even eliminates the need for additional staff to resolve tickets.

5. Modernization of digital space and resources

2021 is predicted to be a highly competitive year for businesses as they try to improve their volume of sales and redefine business practices to ensure continuity. A queue system in a physical location will help to modernize the physical space of the store or organization and use it for other purposes. But since sales are predominantly carried out in the digital realm, a digital queue system Dubai is essential to manage your digital space. Technological innovation in queuing solutions that meet the needs of the market ensures that customer management is done with minimal overhead on an organization’s digital resources, and therefore these can be repurposed to serve other critical business functions.

6. Staying ahead of the competition

Customers will find no advantages of standing in a queue physically, however, a virtual or digital queue system can actually keep you and your customers happy. Dubai is a market that is known to embrace cutting edge technology faster than anywhere else in the world. Companies are beginning to understand the change in consumer behaviour and perception in 2021, and are reacting accordingly. The best visitor management systems of 2021 take extra measures to provide a unique and convenient experience to users. It is crucial for organizations to stay ahead of the competition and invest in a professional queue management solution that is innovative and consumer-friendly.

7. Promote a positive organization image

Not adapting to changing consumer trends in the market sends the wrong message to your customers. The adoption of technology became widespread in 2020 and will only continue to be so in 2021. Therefore, it is essential for any business that sells its services or products in a retail environment to adapt to such changes by integrating queue management with other enterprise solutions. This will also promote a positive image of the company among the general public.

Times have changed and so has consumer behaviour. Organizations need to adapt to these changes in order to sustain their business and doing so requires investment in customer-focused technology like mobile queue management. RSI Concepts is the leading queue management solutions provider in Dubai. We have helped many organizations upgrade their customer flow management with the latest technology. Feel free to approach us to revolutionize your customer journey.

Check this out: Queue Management System Integrated with Appointment Management System