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December 9, 2022

Key Tips to Improve Service Quality through Queue Management System

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

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

What is a Digital Queue Management System?

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

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

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

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

Reduced Wait Time

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

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

Improve Customer’s Waiting Experience

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

Improve Customer Flow

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

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

Offer Virtual Queuing

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

Reduce Employee Workload and Improve Efficiency

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

Collect Business Intelligence Data and Improve Decision Making Processes

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

Integration with Third Party Tools and Databases

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

Conclusion

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

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

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July 13, 2022

Queue Management System for Banks in 2022

Managing guests and customers at a bank branch is always challenging. Apart from other service sectors the banks have certain challenges that other businesses might not have. Here in Dubai and all around the UAE there are several banks which offer great value products for businesses and individuals. However, when it comes to services, every bank is different. That is why the customer values experience the most. The customers love to be treated like a VIP. Although offering VIP protocol to each customers is neither practical nor necessary. But a good branch experience could be a turning point for the customers. The way they got treated and the experience they had at a bank branch can influence their decision very heavily. If a customer had a bad experience then they will immediately switch to a competitor. These days it is lot easier, in fact almost every other bank is offering registration via online or from the mobile apps and then their representative will meet you at your office or home to do the formalities. That is why customer retention has become a huge challenge for customer experience management team. And dealing with long waiting lines, unhappy customers and crowded waiting areas could be a nightmare for the branch management.

A queue management system is a key to digital branch transformation. The customer’s experience in the branch will impact on their relationship with the bank. The customer retention for financial institutions is a very sophisticated work. Here in Dubai and all around the UAE the market trends are slightly different from the rest of the world. The UAE as a country is a leading economy in the Middle East with a very attractive market, favorable government policies and great infrastructure for the businesses. This resulted in a huge growth in the banking sector as well. The customers here are from all around the world. The overall community is very well educated and the market is extremely competitive which leads to even higher expectations from the banks. A queue management system provides excellent customer experience and more control and visibility of the customer flow process and customer journey.A queuing system can provide a greater competitive advantage and let your bank stand out of the crowed. A bank needs a flawless customer journey, smooth customer flow, great customer experience and very comprehensive intelligence data in order to monitor and keep improving everything. Here is how a queue management system can solve all those problems:

Queue Management System Reduce Wait Time at Banks

Let us admit, no one likes to wait in the long queues or congested waiting areas. People just don’t like waiting. As much as their waiting time increases their stress level also increases. Which leads to further inconvenience for both the customer and the staff as well. Think a customer had to wait for almost 45 minutes to reach to a service counter, where a service agent had already dealt with 2 out of 5 angry customers who were also annoyed by the long waiting time, what will happen next? It is no brainer that the chances of a satisfactory experience for this customer with this server are slim to none. No matter how hard you trained your staff or how experienced they are, one can only suppress a limited emotional pressure and stress, eventually it will start reflecting on their behavior. The waiting time for banks or any other business is way too damaging than usually businesses anticipate. That is why the waiting time is considered to be the most important aspect of any customer journey. A queue management system is a great tool to reduce waiting time from somewhere 30% to even 80% in some cases.

A queue management system digitalize many steps of customer journey. It streamline customer flow with in-built features that enable banks to automate various processes and utilize resources more efficiently. This alone can reduce the burden of your staff by up to 60%. Imagine you have manual queues where people are waiting in lines, the least your staff would want to deal would be the line jumpers and disputes among the customers. In order to improve customer flow the bank will have to deploy more resources, which is also expensive. Even then if more staff members are deployed in the waiting areas, the service agents will still have to deal with a lot of irrelevant stuff. For example, there are several counters, some are dedicated for certain services, in manual queuing the chances are a few customers will always end up in wrong queues. Which will result in delay, and the agent will have to do extra efforts to adjust them in the right queue. There are tons of other things that both the customers and the staff will have to deal with if there is no proper queue management system in place.

A queue management system automates the ticket issuing process. Usually it comes with an interactive kiosk machine which dispense the tickets. The customers and visitors can be asked to choose which service they are intended to use. This prevent any confusion among the customers and also save prevent a lot of unexpected delays in customer flow. Furthermore it frees the service agent from additional work and let them focus on the service delivery instead. Which improves their efficiency and productivity and results in quicker service delivery. The quicker service delivery means less waiting time for each customer. As the queue management system is a digital system so every customer will know that their ticket numbers, the customer flow and everything is controlled by the computer, hence no one will have any complaint and no one will cause any interruption. Which significantly reduce waiting time as well. If a single customer had a complaint, it will take more time at the counter while debating with the server, hence the waiting time will add up to all of the remaining customers. A queue management system prevent all such problems and reduce the customer wait time.

Queue Management System Automates Customer Journey

For a service based business such as banks it is crucial to manage the customer flow and customer journey in a well-organized manner. There are several services that a bank can offers, some of them are pretty straight forward and some are not. There are two major classifications of the services, some services can be delivered through a single counter, and some require the customers to go to more than one counters. Such scenarios can add up to the complexity of the customer journey and it can also result in disturbances and mismanagement in the customer flow. A queue management system is a digital tool powered by a very intelligent and capable software. The queue management system comes with several customer flow management tools such as AI powered smart software engine, signs and stanchions, line dividers and barriers, floor stickers, physical signs, digital signs and much more. Which not only automates customer flow but also effectively manages customer journey without any intervention of the staff. In case of stepped services the queue management system can automatically direct customers to the right counter.

In the banking sector the customers are of different value, priority and importance. Some customers are more important and are entitled to special treatment and exclusive customer journey. A queue management system can effectively manages all those customer segments with different priority levels with 100% accuracy. Furthermore there are usually exclusive counters for such customers which are used to improve the customer journey of the priority customers without disturbing the regular customers. A queue management system can also handle all these needs with 100% accuracy. A modern queue management system is powered by AI and advance smart technologies which enables it to automatically analyze the historic and current data and on the bases of these analysis the queue management system can make decisions in real-time which further help improving the customer journey and customer experience. All this is done by the smart algorithms of the queue management system and doesn’t require any human assistance. Although the management can program a variety of flows in the back-office or administrative control panel of the queue management system software.

Queue Management System Enhances Customer Experience

Reducing customer wait time and automating customer journey in itself is a significant improvement in customer experience. However, a queue management system is capable of much more. A standard modern queue management system can offer a variety of engagement features to the bank customers which keep their interest and reduce their boredom of waiting. The most important is the usage of digital signage. A queue management system includes digital signage which run entertaining content, marketing materials or any other eye-catchy multimedia content which keeps customer busy during their waiting time and it reduces their stress as well. Furthermore these days in Dubai, UAE the audio announcements are also considered to be an industry standard now. The audio announcements comes with a very attractive tone or small ring which immediately capture customers’ attention. It announces the next ticket number and the designated counter number, which keep customer distracted from the waiting and improve their waiting experience.

One of the most important feature of a queue management system is that it intensively gather business intelligence data and it can also perform analysis on the data in real-time. Usually these analysis are done on a server which makes the system super-efficient and eliminate any latency. On the bases of these analysis the queue management system can predict the estimated time of turn for any customer. Usually that time is printed on their ticket and it can also be displayed on the digital signage screen. The estimated time to turn might looks like a small feature but it has a huge psychological effect on the customer. The studies have revealed that our brain is programmed to fear the unknown. That is something which is embedded in our DNA. You must be thinking what does a harmless queue management system has to do with the fear of unknown. Well, it is the human psychology. No matter if it is dangerous or not if something is unknown to us it will make us uncomfortable. In case of waiting time, when the time is not known, one can only speculate, which add more to their stress and discomfort. That is why it is very important to provide estimated time to turn and it can significantly improve customer experience.

Virtual Queuing Offers Ultimate Customer Satisfaction

The primary goal of improving customer experience is to achieve the maximum customer satisfaction. A happy and satisfied customer is most likely to spread good words about the bank and it could also attract more customers. Furthermore the loyal customers are tend to tolerate several bad experiences before they decided to switch to a competitor. The loyal customers are a great asset for a bank and they can generate a huge revenue as well. That is why it is crucial to keep your customer happy and satisfied. One of the most modern form of queuing is the virtual queuing. The virtual queue management system integrate modern technologies to further enhance the customer experience. The main aim here is to reduce the wait time and customer journey. The virtual queuing uses a variety of mobile mediums to allow the customers and visitors to sign-up remotely for virtual queues. That mean the customer can sign-up for a queue without even physically arriving at the bank.

The queue management system offers WhatsApp, QR code, websites, mobile applications, customer portals and a variety of other digital channels which enable a customer to sign-up without even physically arriving at the bank branch. Hence they have freedom to arrive only when their turn will come. This literally eliminates the wait time completely. There is no customer wait time at all. The virtual queuing also provide more flexibility and control to the service agents by enabling multiple communication channels between them and the customers. For example, the WhatsApp can be used for communication where the customers can also respond or ask questions to the assigned service agent. Similarly the agents can send SMS to notify the customers about any change and the virtual queue management system can also send alerts via SMS, Email, Online Customer Portal, Mobile App – Push Notifications, etc. The virtual queuing can offer a great value to customer experience.

Queue Management System Integration with Third-Party Systems

A queue management system can offer a variety of innovative features if it can be integrated with other existing software and systems. Usually banks have a centralized information center. The queue management system can be linked with customer database, customer relationship management tools, centralized information center, sales data, performance management system, etc. The third-party integration is not only limited to the software, in fact a modern queue management system includes an interactive self-service kiosk machine. Banks can have additional peripherals and hardware devices linked to this kiosk to further improve the customer experience and customer journey. For example, banks can link Emirates ID card reader, or a document scanner for self-service registration process or it can linked a fingerprint scanner, etc. The customer identification can help improving the service quality and it can also push customer data and required service at the agent’s computer beforehand which can significantly reduce the customer wait time. The queue management system supports all API based integrations and automatic data synchronization.

Queue Management System Mobile Apps & Appoint Booking Modules

The same way a queue management system can be integrated with other software and hardware tools, it can also be integrated with a mobile app and online appointment booing module. The mobile app allow users to perform all basic queue management system related tasks as well as some additional features which make customer experience more convenient and satisfactory. For example the most widely used queue management system mobile app feature is its bank branch finder. The bank branch finder in a feature that is integrated with maps and queue management system of the bank and when a user searches for a nearest branch, it can show them all branches that are located in the searched area. That is not all, the queue management system mobile app can also display the queuing data in real-time from each branch with estimated time to turn at each nearby branch. This help the customer decide where they should go. Furthermore the appointment booking module can be integrated in the customer portal as well as the smartphone application. The appointment booking module also provide additional details about the expected traffic at the selected time and day based on the historic data and analysis.

Queue Management System can Collect Customer Feedback Data

The customer feedback data collection is very important for customer experience management. Banks have multiple channels to collect customer feedback, these days mostly the digital channels are used as the traditional and manual feedback collection is difficult, require a lot of resources, the data collection and processing is difficult and the response rate is also low. However, the queue management system can not only collect customer feedback but it can deliver both high quality and quantity data as well. Furthermore the queue management system also facilitate the customer feedback campaigns by making them super-easy for the customers. Hence huge data can be accumulated easily. Usually banks use small touch screens, tablets or iPads to collect customer feedback data from inside the branch. Majorly this feedback is related to their experience, overall journey, the service agent, or the product they are using. The queue management system have ability to link customer profile with their feedback without asking them to enter their name, phone number, email or any other detail. For the customers, it is just one or two taps on the touch screen and their feedback is submitted. That is why the queue management system is a great tool to collect customer feedback data from customers and visitors.

Queue Management System Collects Valuable Business Intelligence and Performance Data

Modern day businesses are heavily relying on the IT (information technology). Banks and every other business collects a huge amount of data, which is processed, analyzed and then utilized in their decision making and strategy building process. This data is called business intelligence data. A queue management system can capture data from all touch points at the entire customer journey. For example, the number of customers signed-up for the queue, what services got most requests, what was the customer churn rate, individual and average wait time, individual and average service delivery time, the service agent performance and much more. The beauty of a digital solution is that such type of data collection is a very simple tasks, however, the data processing and analysis could be trickier. A queue management system collects a huge amount of data on daily bases, it automatically stores it in relevant segments or data repositories and made it available for the bank management. The queue management systems are built on a very smart and intelligent software engine which has capabilities to automatically analyze the data, derive results and then take decisions in the real time to impact the queuing process.

Furthermore all that data that is collected directly from the queue management system and all other data that is collected by other systems is combined and made available for the management. This data can be accessed in the system, various types of analysis can be performed within just a few clicks, and reports can be generated. There is no chance of mistake or error in automatic data collection and processing. The queue management system can monitor and measure the employee performance with great precision. How much time a service agent spent on the counter, their complete activity record, how many customers they served with each individual service time and average performance of the day. The queue management system’ performance data can also provide information about employee performance such as which employee is good at what service? Which services take more time for them and so on. All this data can be channeled to the HR for the HR purposes as well and it can be used to initiate training and employee development programs as well.

Banks can also configure the queue management system so it automatically direct the customers to the counters where the chances are they will get quicker service delivery. The business intelligence data and the performance data a queue management system collects can be automatically channeled to the relevant departments for their perusal. Management can incorporate the queue management system data in their policy making and strategy building process to efficiently utilize resources and to ensure the maximum outcome can be obtained with the limited resources. Furthermore this data can be used to highlight the areas of improvement which can be addressed to boot the customer experience.

Conclusion

A queue management system is not just a customer flow management tool for the banks, in fact it is a full-fledged bank branch transformation tool. It has ability to digitalize and automate several internal processes which not only help reducing the resources but at the same time these features can enhance the customer experience and customer journey. The queue management system can significantly reduce the customer wait time, improve churn rate, reduce employee workload, it keeps the customers engaged and happy throughout their entire journey. The queue management system can be easily integrated with other enterprise tools and bank’s internal systems to further introduce innovative features.

A queue management system is a great source of valuable business intelligence and performance data. The data quality and accuracy is exceptional. The queue management system can also be customized to match the bank’s needs and offer them a tailor-made solution which aligns completely with their internal business processes and help them improve the overall productivity, profitability and growth. RSI Concepts is a leading queue management system brand in Dubai, UAE. If you want to learn more about the subject or if you want us to help you with a completely customized or ready-made queue management system for your business please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

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March 22, 2022

Qualities of a Good Mobile App for Queue Management System

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

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

A Good Queue Management System Mobile App Minimize the Wait Time

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

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

Mobile App Improves Waiting Experience and Reduce Perceived Wait Time

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

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

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

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

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

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

Enable a Direct Communication Channel with Individual Customer via Mobile App

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

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Offer Additional Features with Queue Management System Mobile App

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

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

See More: Efficient Queue Management System Qualities

Collect Customer Feedback via Mobile App

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

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

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

Gather Business Intelligence Data

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

See More: Virtual Queuing and Digital Customer Experience

Conclusion

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

Check out this blog: How Queue Management System can Boost Productivity and Profitability?

March 1, 2022March 12, 2022

How Queue Management System can Boost Productivity and Profitability?

The queue management systems have become an essential part of customer experience and customer satisfaction strategy. Especially for all service based businesses having a digital queuing and customer flow management solution is extremely important. The market is very competitive in Dubai and all around the UAE, a common consumer in general is more advanced, conscious and aware of their rights. The governments are very strict for the quality and demand from each business to ensure high-quality products and services. The challenge is simple, improve your service quality, ensure maximum customer satisfaction, but the real challenge is to maintain the price of the service for the customers and cost of the service for the business. Whenever a business tries to improve the quality of the service their cost start getting higher, which will eventually limit their profits. However, for any business the primary goal is to delivery great customer experience and high quality service and at the same time maximize their profits.

Profitability relies on productivity and operational efficiency. The operational efficiency or the skills of your employees are absolutely necessary to achieve higher productivity which drives profitability and revenue. The whole process is not as that simple, in fact all these things are related to each other everything have some effects on everything else. The queue management system is a great tool to improve various business processes and to obtain higher operational efficiency by aiding your employees in their routine tasks and by improving their efficiency a business can achieve its long term financial and strategic goals.

Here is how a queue management system can boost productivity and profitability:

Queue Management System Provides Satisfactory Customer Experience and Increase Customer Retention

The customer experience and customer happiness is extremely important for long term success. The customer happiness lead to customer loyalty, which increase customer retention. The customer retention reduces the cost and expenses of marketing activity. Consider your clientele as a bucket and your business goal is to fill that bucket to its full capacity. If that bucket had a hole at the bottom, will you ever be able to fill it? No. The customer retention can fix that hole, and it lets you fill your bucket with less efforts. The studies have shown that it is nine to twelve time more expensive for a business to acquire a new customer comparing to selling to an existing customer. That is why the customer retention is extremely important to ensure maximum profitability. If you keep losing customers then you must have to increase your marketing efforts to such extant that it generate more leads and conversion in the same span of time as much as you lose the customers, only then you can achieve a steady growth. And that is extremely difficult and way too expensive.

That is why the customer retention is important. A queue management system facilitate customer journey and ensures a satisfactory customer experience which is a key to customer retention. Several studies and market research have recommended that one of the biggest reason a customer switch from a business is due to the unsatisfactory or a bad customer experience. For any service based industry the main driving force of customer experience is the wait time. The employee behavior, their level of expertise and all that is also important, but if a customer had to wait for a very long time before reaching to the counter, they will be already unhappy and maybe anxious too. With such a mood it is extremely hard for the service agent to satisfy that customer. However, if a customer is arriving at the counter with relaxed and comfortable state of mind, they will be more open towards conversation and they will be more understanding and cooperative. This will help the service agent to easily satisfy the customers and make them happy.

The queue management system also eliminates all the problem associated with manual queue management. As all customers and visitors will know that an automated system is controlling the queues and customer flow so their position is secure in the queue. The queue management system also allow businesses to create and manage virtual queues, which enables the customer to stay in the queue virtually, which means they don’t have to stand in the long lines, in fact they can wait in the comfortable waiting areas. The queue management system also comes with dedicated digital signage screens, which used to display the live queuing information to keep the user’s interest. All modern day queue management systems also provide an audio announcement system to keep the customers and visitors alert and engaged. On top of that a queue management system also provide businesses with an opportunity to run multimedia content on the digital signage screens along with the queuing information, which also increase customer’s interest and keep them engaged while they are waiting, this reduce the waiting stress and improve customer experience and customer journey to increase customer happiness and customer satisfaction. The customer satisfaction improve customer retention and results in higher profitability.

See More: Virtual Queuing and Digital Customer Experience

Queue Management System Improves Employee Performance

Employee performance is critical to maintain operational efficiency and productivity of any business. It also directly impact the cost and expenses of the business hence it also impact the overall profitability of the business as well. Businesses are always seeking ways to boost their operational efficiency and productivity while staying in the limitations of their budget to keep the cost and expenses to a certain level. Businesses in Dubai and all around the UAE have investing huge chunk of their hard earned profits in digital systems and solutions. A queue management system is proven to be among the best long term investments. A queue management system is capable of automating various business processes, which reduce employee workload. The queue management system can also automatically implement company policies and manage customer flow which usually require a lot of efforts from the employees, hence it impact their efficiency which is generally measured in terms of the customers they served.

Without a queue management system the service agents and staff has to manage the long queues, they have to solve people’s problems and they also have to address their complaints and queries instantly which are caused by the manual management. These problems and other such matters can consume a lot of time and efforts of the employees, which means the service agents have less time to focus on their primary tasks and they could also get distracted too. Which reduce their efficiency and also the quality of service they deliver. A queue management system eliminates all that and let employees focus on their primary tasks which can improve their efficiency and work quality to several times. Moreover the queue management system can be integrated with other systems and tools such as ERP, Customer Data Base, Central Information center, etc. This allow the queue management system to further facilitate the service delivery process for the employee, which simplifies service delivery process and reduce the efforts of the employee, hence they are able to serve more customers in a single shift.

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

Queue Management System Reduces Per Service Delivery Cost

The major factors that drive the service delivery cost up for a business are the resources they have to use for a single service delivery. Or you can say with a certain amount of resources how many services can be delivered within a given timeframe. For example in a customer service center if there are eight counters, then there would be eight service agents, and the business might have to post more employees to manage the queues and crowd. In that scenario the business must also have to able to maintain a large waiting area where there large crowds can be accommodated. That will raise the operational expenses of the branch or office. However, with the queue management system since the customer flow is much faster, and the capabilities of the service agents are also improved and they are able to serve more customers in a single shift the need for large waiting areas or deploying more employees to manage customers and visitors while they are inside the service center will be reduced. Which is a straight forward cut to the expenses.

Moreover the queue management system can aid various business processes and it can automate various customer journey steps which also increase employee efficiency to serve more customers. The balanced workload and a pleasant environment also impact the employees and further improve their work quality and capability. Which raise the overall productivity of the branch. As the business don’t need to deploy more employees to manage the customer service center, they can utilize them for other purposes, hence the total number of employees required to handle a branch could be significantly reduced, in some cases it can be reduced by 50% to 60%. Which can save a huge amount of resources both in terms of cost and the human resource as well. Where a server was serving only twenty customers a day, with the help of the queue management system they might be able to serve fifty or even sixty customers a day. Which also improve the overall productivity of the branch and reduce the per service delivery cost. Hence a single service delivery costs far less and the overall profitability is raised.

See More: Efficient Queue Management System Qualities

Queue Management System Provides Business Intelligence Data

These days the growth and progress is heavily driven by the data. The data is considered to be the backbone of the modern day business frameworks. It doesn’t matter what industry you belonged to, making informed decisions, setting up achievable goals, and making great strategy is the key to success. This data is generally referred to as business intelligence data. For any service based industry it is extremely important to understand their customer journey, customer experience, employees and trends. A queue management system can generate extremely crucial business intelligence data for a business. The businesses can utilize this data to analyze their customer journey, the level of difficulties a customer faces while moving through it and the factors which can impact customer experience are very important. Furthermore the business intelligence data from a queue management system can also help businesses to analyze and assess the effectiveness of their various business processes and employees as well. Which can help them build better strategies, take right actions and utilize resources more effectively to boost their productivity and profitability.

The queue management system can accurately track the waiting time of the customers on micro and macro levels. The queue management system can maintain the record of the waiting time for each individual customers. It can also provide average waiting time for each service. Businesses can also learn which employee is performing well at which service and position by analyzing employee KPIs and system usage data. The businesses can easily learn where the bottlenecks are created and what is causing them, they can also analyze employee performance. The employee performance data can be shared with the HR and decision makers to let them deploy the employees on service counters where they perform well or to arrange training for them for which services they perform poorly or less than the expectations and so on. A queue management system can be goldmine of the business intelligence data. Businesses can utilize this data to take timely actions, set strategies and make future plans. Which help them utilizing their resources more efficiently and effectively. This reduces the service delivery cost, maximizes the overall efficiency of the branch and increase the productivity and profitability of the business.

See More: What are the Key Features of an Enterprise Resource Planning Software (ERP)?

Conclusion

A queue management system is a great tool to boost the productivity and profitability of the business. The businesses can easily reduce the customer wait time, minimize their efforts and maximize the efficiency of the employees to ensure the customers will have a satisfactory experience. The happy and satisfied customers are the most precious asset of any business. The customer happiness drives their loyalty and loyal customers are more likely to have repeated business. In the long term the queue management system can save significant cost and expense. The business intelligence data, cost reduction, employee performance improvements and customer satisfaction drive growth and help businesses in achieving their future goals. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject or if you have an enquiry, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

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January 19, 2022February 26, 2022

Business Process Optimization Using Queue Management System Business Intelligence Data

Business process optimization is mainly done to improve customer journey. The customer journey and customer experience is crucial for customer centric businesses. In order to delight their customers businesses heavily rely on digital solutions. The queue management systems, CRMs, ERPs, Online Portals, Digital communication and smartphone apps are the most commonly used digital tools in Dubai and all around the UAE. Modern day queue management systems doesn’t only offer queuing solutions, in fact the most important aspect of a queue management system is its queue analytical data which is also referred to as business intelligence data. This data is vital for any business’s growth. Businesses use the business intelligence data gathered from queue management system and other systems to analyze and assess their business processes, strategies, practices and even the entire organizational culture. The primary objectives of collecting and utilizing business intelligence data is to boost operational capabilities, improve products/services, increase employee performance, and the most important is to enhance customer journey and experience to ensure ultimate customer satisfaction.

The customer satisfaction is what every business wants, because it leads to higher customer retention and it maximize customer loyalty. A loyal customer base is a foundation of long term success. Businesses need customer loyalty to expand and grow. If a business keep losing precious customers, no matter how many more they are adding to their sales funnel, eventually their growth will be halted and soon they will start getting decline in sales and revenue. It is due to the brand image and brand reputation. The loyal customers help improving brand reputation and add credibility to the brand name, however, the customer who are quitting with you are causing the reverse effect. It all depends on customer happiness and customer satisfaction and the customer satisfaction revolve around the customer journey and customer experience, which can be assessed effectively by a queue management system. In this blog we will cover all the details about collecting, analyzing and implementing business intelligence data from a queue management system to optimize relevant business processes.

Collect Data at Customer Sing-Up Step

The very first interaction of a customer is at the sign-up stage. The queue management systems allow various different options for sign-up. The modern day queue management systems also provide facility to sign-up remotely and also support mobile sign-ups. These all different channels can be utilized to collect use details and other relevant data. The RSI Queue Management System [LINK] is a data driven tool, and it allow businesses to add customize fields and enable them to collect various details at the sign-up process. Furthermore the businesses can also use different channels for different inputs. For example, the sign-up kiosk at the business’s premises is suitable to scan RFIDs, Smart Cards, EID Cards, and Passports and much more. However, if you are providing your customers with SMS sign-up facility, then they won’t be able to input that kind of data. The businesses have to be innovative and creative in order to collect the right data from the right channel.

Another important thing to consider is the customer experience. For example if a customer is signing-up from an interactive kiosk and there is a huge form to fill-in, then obviously this would bother them, in addition to that there could be mismanaged queues for the sign-up which is extremely bad for the customer experience. Taking some inputs at the check-in step is important it allow businesses to set-up certain work flows and logics which further help them to segregate customers easily and such data can also be used to route the customers to their dedicated lines, which significantly reduce their wait time. Furthermore businesses can utilize this data to understand which services the customers are using the most and it also help them to speed up the service delivery process by automatically pushing relevant information to the service agent’s dashboard.

Log Customer History to Improve their Service Experience

The customer experience is the ultimate goal for any business. Businesses invest huge amount or resources and money to improve customer experience. A queue management system collects and compile history logs for any customer. A business could be offering dozens of services with dozens of counters in a single branch while having hundreds of daily customers. It is extremely hard for the service staff and also for the customer to remember the details. However, a queue management system can keep and maintain the history of all of the customers and service agents such as, the list of all the services availed by the customer in the past along with the details of which service agents served them in past, etc. The queue management system can relay this information to the customer service agent’s dashboard as soon as a customer reached them. Especially the information about their last visit is important and would be very helpful to the service agent.

As the customers always expect from the business to treat them exclusively and give them importance, however it is impossible for the service agents to remember every customer’s history and past visits, that is why when a customer feels that the service agent knows all the details about their past visit and even previous history they feel better and feel that the service agent will be able to help them more effectively. This enhances their experience and also make it easy for the service agent to satisfy the customers and offer them a better solution to their problem. Furthermore the service agent can also check the entire details of their past visits such as their waiting time, the service agents, even their feedbacks and chats. Those details are very helpful in serving the customers and also leave a good impression on them. When the customer knows that the business keep record of everything and utilize it to improve the service quality they feel more connected to the brand. It also help improving brand reputation and customer loyalty which is a key to success.

Collect Branch Traffic Data to Improve Customer Journey

The branch traffic data is very important, most of the time businesses do not pay much attention to it. The branch traffic data monitor and log all the details about the customer traffic along with the time and various other details. This detail provide a clear picture of the busy hours, busy days and it also logs which service was availed the most and which counters were busier. Most of the time a business offers multiple services and it usually have different counters dedicated for different services, this is done for several reasons such as improving customer flow and service quality, dealing with different priority levels of the customers and sometimes certain staff is trained only in certain services. This is very common in businesses in Dubai and all around the UAE. So, if a queue management system can provide all those details then it is easier to understand the chock points and businesses can easily identify the flaws in their policy. With the branch traffic data businesses can easily rectify such issues and get their staff ready for any expected situation.

Moreover the businesses can also link this data to other tools and systems such as with their online appointment booking module or virtual sign-up channels to provide their customers with the details and expected scenarios for the time of their visit. Hence the customers can also plan less busy hours to ensure quicker service delivery and lesser wait time. The staff can also be prepare for the busy hours and the business can also utilize their resources more effectively to ensure a smoother customer journey.

Collect Customer Flow Stats to Improve Policies

Collecting customer flow stats and analyzing them is very important especially for the businesses who offer stepped services or who different priority levels for different customers or groups of visitors. Businesses have set policies and strategies to route customers according to their service type and their priority level. There could be different priority levels, such as VIP, Premium, and People with special needs and so on. Similarly for different service there are exclusive counters too. Some services are technical, some require non-technical assistance or any other such category is defined for the services. Along with all those variables there are certain scenarios too that require management and real-time decisions. A queue management system is capable enough to handle all those details by itself. All this is achieved with intelligent algorithms and AI (artificial intelligence) based software management tools. These tools are automated but require basic inputs from the administrators.

All those inputs are according to the policy of the business. For example, if a customer signed-up in a wrong queue and the customer service agent realized it only when the customer arrived at the counter. Some businesses allow them to shift the customer to the next available counter and get them the service immediately and some requires the customers to sign-up for the other counter again and wait in the respective queue. Similarly there are several other scenarios, all these scenarios are handled by the queue management system in real-time and all the decisions are made as per the pre-programmed company policy. A queue management collects all such details and make them available in the form of reports which a business can use to assess the effectiveness of their policy. Business can improve their policies and make changes in their operational processes to make sure the customers will get the best experience hence the customer journey can be improved drastically.

Measuring KPIs and Efficiency Metrics

The KPIs or Key Performance Indicators are crucial for businesses. A queue management system can provide deep insight into the individual employee performance as well as the performance of the departments, teams and branches. It provide quantifiable KPIs for all customer facing employees. The in-built analytical engine and statistical data formats allow the businesses to compile different reporting formats such as detailed reports, summary reports or even trend reports. Thus the businesses can easily analyze which employee’s performance is getting better and who is not performing well. Such data can be relayed to the HR department so adequate actions can be taken to help employees boost their performance. Business can also share KPIs data with the individual employees to boost up their morals and to encourage them to perform well.

The queue management system can also measure the service delivery time and various other details which provide businesses with the information about the efficiency of the interlinked departments and systems as well. This also give them a chance to accurately assess the performance and efficiency of the employees, systems and mechanisms that are involved in the customer journey. The queue management system can accurately measure the number of customers served by a particular agent, time spent on each customer and each service delivery, etc. This will help them allocating the bottlenecks and aid them in forming new policies and making changes in the business processes to improve overall efficiency. Such way businesses can utilize resources effectively and boost their operational capabilities and work efficiency without adding any strain on the expense or per service cost.

Collect Customer Feedback via Queue Management System

Collecting customer feedback and asking them about their opinion of suggestions has become very common in Dubai and all around the UAE. Businesses uses different mediums, channels and tools to collect customer feedback. The government itself is stressing a lot on the importance of customer happiness and customer satisfaction. There are several tools that allow you to collect customer feedback data and analyze it. However, these days all modern queue management systems comes with in-built customer feedback collection tools. This is due to the importance of the customer feedback data in the business intelligence data. When a business collects customer feedback data using a queue management system it provide them several advantages which are not possible with mostly off-the-shelf solutions. The customer feedback collection also help building trust and establishing good relationship with your customers. The customer feel the business seriously care about their feelings and is eager to know their opinion and feedbacks. This improve customer experience and increase their loyalty.

When a queue management system is used to collect customer feedback data, it not only simplify the process for the businesses but it also simplify it for the customers too. Which results in higher response rate and improved data quality. A queue management system can link the customer data and their ticket time and several other details to their feedback data, hence the customers are no longer required to input their basic information or identification details. All these details along with the service they have availed and the details of the service agents are already mapped to the customer feedback and made available in the system. This makes it easier for the businesses to analyze the data and also help them on later stages such as closing the customer feedback loop, etc. The businesses can also link the customer feedback data with other systems and the central information center which simplifies various business process that involved in analyzing the customer feedback and taking actions on it. The businesses can combined other performance and KPIs data along with the customer feedback data to further improve the accuracy and quality of the data. Which can help them to improve customer journey, customer experience and quality of the service.

Integrate Queue Management System Business Intelligence Data

The data integration is one of the basic feature of any modern day digital system. Whether it is a customer satisfaction solution or an operational process management tool the data integration with other systems and databases is must to ensure the maximum outcome. A queue management system can easily allow integration with other enterprise tools and organizational systems via APIs or secure web services. This data integration allow the management to improve several internal processes and work flows. For example the business intelligence data can be automatically relayed to the concerned department in real-time along with notifications and alerts for important events. This not only simplify the communication between several departments but also make it easier for the management to take quick actions if needed. The queue management system can also collect data and integrate it into its business intelligence data to further improve the quality and accuracy of the data. The integration is a two-way communication, it means that the queue management system can push data to other systems as well as it can pull data from them to ensure maximum operational efficiency and productivity of business processes.

Conclusion

Every business wants its customer to be satisfied and delighted by the service/product and interaction they have with the business. Businesses in Dubai and all around the UAE invest huge amount of their revenue in customer satisfaction whether it is improving customer service quality, product development or brand reputation, whatever can please your customer is important. A queue management system is a central point of managing customer journey which drives customer happiness and customer satisfaction. These days a queue management system not only used to manage queues and customer flow but it is also used to gather crucial business intelligence data. This data can help businesses understand the needs, demands and expectations of the customers as well as it provide a deeper insight to various business processes and also help highlighting areas of improvement.

That is why businesses need queue management system business intelligence data to improve their productivity, profitability and efficiency by improving various business processes. RSI Concepts is a leading brand of queue management system and we also provide customized solutions to meet the very specific needs of our clients. If you want to learn more about the topic or if you have an enquiry please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

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January 18, 2022February 26, 2022

Why Restaurants Should Follow McDonald’s Self-Service Queue Management Strategy?

The businesses in Dubai and all around the UAE are adopting self-service solutions to enhance their customers’ experience and to boost their productivity and efficiency. Earlier, restaurants and fast food services were not as that interested in adopting to such innovative solutions. When McDonald’s introduced self-service food ordering kiosk, everyone noticed, both the customers and the competitors as well. People started enjoying the experience of being able to order instantly without lining up in long queues. The other businesses should also learn from this example. In fact the self-service market had witnessed a huge growth all over the world. Businesses from all sectors are trying to implement self-service technologies to improve their customer experience and to reduce the service cost. The fast-food restaurants and food industry have reported a significant growth after deploying the self-service solutions. In this blog we will discuss why other restaurants should also follow the McDonald’s self-service kiosk and queue management solution to boost their sales, productivity, profitability and customer happiness.

Reduce Customer Wait Time and Customer Churn

The customer wait time is the single most destructive element of the customer journey and is considered to be responsible for almost 30% to up to 80% of the customer churn. The customer churn means a customer who is already willing to make a purchase or convert, leave without converting. In case of food and restaurant businesses this is due to long queues and crowd formation in the restaurant. Consider yourself in a hurry to have a meal at the lunch time or either a dinner. You have planned to go for a McDonald’s meal and as soon as you reached there, you saw too many people waiting in long lines, will you happily wait there or will you look up for other options? Of course almost 8 out of 10 people would at least consider looking up for other available options rather waiting in the long queues. And whoever will wait in the queues they will be unhappy with that. Resultantly the customer experience is ruined and the customer churn rate will also rise. However, when there is a self-service kiosk the customers don’t have to wait in the queues, they can simply place their order from the interactive touch screen food ordering self-service kiosk.

Improve Customer Experience and Gain Customer Loyalty

The McDonald’s self-service queue management strategy have many benefits. It provide a lot of chances to improve customer journey and customer interaction. For example, if a customer comes to a restaurant, he/she had to wait in the queue for let say 10 to 15 minutes or even more, at the end when they will reach at the counter, the customer service agent or cashier ask for their order, they immediately tell them what they need, then the cashier start up selling them without realizing that the customer is already anxious and stressed due to the waiting time he/she spend in the queue. This could further ruin the customer experience. However with a self-service queue management strategy the customer can simply place their order from the food ordering interactive kiosk. The restaurant can provide large and detailed menu on the bright large display screen, along with the suggestive items or promotional items that can successfully up sell without bothering the customer. As soon as the customer finalize their order they got signed up for the queue which significantly reduce their wait time.

The customer can also avail facility to pay with multiple different payment methods which is also very convenient for the customers. In addition to that another big advantage of the self-serving queue management strategy is that the customer always get the correct order, as they themselves are placing the order from the self-service food ordering kiosk, so there is no chance of cashier or sales agent mixing up their order with someone else or any such thing. This could significantly improve the customer experience and ensure higher levels of customer happiness and customer satisfaction. The customer happiness is a key to customer loyalty and the customer loyalty is a key to success for any business. The loyal customers stick with the brand, it is hard to switch them, they often neglect any bad experience and they tend to be a good brand advocate in real-world and in social media and online. This provide a great long term advantage and help improving brand image.

Enhance Communication and Increase Customer Engagement

Customer engagement is very important to add excitement to the customer business relationship. The interactive self-service kiosk comes with a medium sized bright touch screen display. Which could attract customers from far away. Sometimes it happens that we planned to buy something and went to the market or mall, suddenly a bright screen displaying a great offer that caught our eye and instead of going as per the plan we decide to first inspect what they are selling. Same is applicable for the restaurants and the fast-food businesses, especially the one who are located in a food court or in the area where other businesses from the same category are also located. Anyway, when a customer reaches to a digital kiosk either for information or to place an order, the restaurant can increase customer engagement by running promotions, providing information about latest offers, etc. Such communication strategies are great to increase customer engagement and also help improving the sales.

Improve Employee Efficiency and Quality of Service

The interactive self-service kiosks are not used to replace the employees. In fact the interactive self-service food ordering kiosks are used to divide the foot fall of the customers and reduce the work load of the employees. The balanced workload ensure highest work efficiency and better order accuracy. It also reduce the queues hence it also help the employees to provide better service and makes it easier for them to satisfy their customers. When the employees have too much workload and at the same time the customers have to wait for a long time in long queues, it is harder to deliver a satisfactory service. However, when the customers are divided between the self-service interactive food ordering kiosk and the counters then both the employees and the customers have less strain and it is easier to make them happy and satisfy.

Increase Sales and Revenue

The self-service food ordering kiosks have several benefits for the customers and the employees along with that it is great for generating more sales and revenue for the business. The interactive user interface allows the customers to easily navigate through the menu and it can also suggest products, add-ons, special offers, etc. Which makes upselling easier and more convenient. For example, if a customer is ordering for a regular meal, at the checkout step the kiosk can suggest them some add-on or soft-drink or fries or any sweet or any such thing, and most of the time the customers add them to their menu that is how the interactive self-service food ordering kiosks can help businesses in upselling. The self-service interactive kiosk doesn’t require any staff, it is fully automated and it can be a great alternate to adding more counters. In addition to that there is no regular or monthly expense of the self-service food ordering kiosk, it doesn’t require much maintenance, and the entire operation is fully automated. The interactive self-service kiosks technology have a longer lifecycle and can last for years without needing any upgrade or modification. This makes it a very cost-effective solution in long terms.

Easy Scalability – Aim for Future

The interactive self-service food ordering kiosks are built on a most widely used computer technology, which makes upgrades, expansion and modification in the system very convenient and cost effective. Usually the interactive touch screens comes with in-built computer. The computers runs on Windows or Android, both are the most widely used technologies. The restaurants can easily acquire a company to develop the required solution for them. The customization cost is also very less and the upgrade or modification is also cost-efficient. There are tons of peripherals and accessories available in the market that can be integrated with the interactive self-service kiosks to enhance its functionality and to improve the user experience. In addition to that the self-service queue management system is based on a centralized server, which allow the businesses to easily add more kiosks at any time and any place. The centralized information center also enables remote management and monitoring features and allow the businesses to manage the entire network from a central location (such as head office) or even from any remote location via internet. These features makes it a future ready tool and also help businesses to minimize their cost in upgrades and customization.

Business Intelligence Data Collection and Customer Feedback

The interactive self-service food ordering kiosk is a great tool for self-service queue management strategy. It also collect business intelligence data from various touch points in the customer journey and also help businesses understand the popularity of certain products and aid them in communication and marketing strategies. The system can provide in-depth system usage and statistical data with in-built analytical tools and various reporting mechanisms to compile actionable reports from the business intelligence data. Moreover the self-service interactive food ordering kiosk can also be used to collect customer feedback. The restaurants and businesses can conduct short customer feedback surveys and polls via the interactive kiosk. Which can provide further insight to the customer’s mind and let businesses understand the demand, needs and expectations of its customers. The restaurants and businesses can use the businesses intelligence and customer feedback data to identify the areas of improvement and then they can lay down their future strategies and make policies that suit best with their customers and business goals.

Conclusion

The McDonalds’ self-service queue management strategy was a great idea. It not only helped them to boost their operational efficiency but it also increases customer satisfaction and sales. There are several factors that can contribute to customer journey and customer experience. Bad customer experience and long queues are the major cause of customer churn which deprived the restaurants from valuable sales. However, by deploying an interactive self-service queue management strategy a restaurant can enjoy various advantages such as improved customer experience by reducing wait time and offering instant service via interactive self-service food ordering kiosks. Moreover the restaurants can easily increase customer engagements and improve their upselling as well. The interactive touch screen based digital menus attract more customers and also improve the size of each sale by suggestive marketing techniques and appealing promotional campaigns. The customers who are using the food ordering kiosks can easily explore the entire menu, hence there is no chance of error or mistake in the order.

The restaurant can also utilize the business intelligence data that is collected from the self-service food ordering kiosk and system which is very helpful in making improvements to ensure ultimate efficiency and customer satisfaction. The customer feedback collection is also a great tool to acquire first-hand business intelligence from the customers. RSI Concepts is a leading customer satisfaction provider specialized in interactive self-service solutions. If you want to learn more about the topic or if you have an enquiry please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: Why Bank should Integrate Appointment Booking System with a Queue Management System?

January 5, 2022February 26, 2022

Why Bank should Integrate Appointment Booking System with a Queue Management System?

A queue management system and an appointment booking system, both are two different systems and most of us are quite familiar with them too. Both have their application and are used to facilitate the customers and to enhance their experience and interaction with the business. In case of banks the customer experience is always the top priority, especially the banks that are located in Dubai or anywhere else in the UAE. The customer experience and customer satisfaction is considered to be the key to success. The UAE is a very competitive market for the banks, there are too many options available for everyone, if a bank fails to satisfy the customers they will not going to think twice before switching to another bank. The market have changed since past few years, the digitalization on large scale, the COVID situation and multiple other factors have left profound effects on the market trends and customer behavior. Now a day’s people are more adoptive and comfortable with the technology, in fact people also expect from their favorite brand to offer some kind of digital interaction or a digital solution that can enhance their experience and interaction.

Banks all over the UAE are proactively seeking new methods and techniques to deal with the new trends and customer’s expectations. There are certain things that we already know can ruin the customer experience, such as unmanaged queues, long waiting time, poorly organized customer flow, low quality customer service, etc. Customers don’t want to wait, in fact studies have shown that in general a customer would like to wait for up to 10 to 13 minutes at maximum, any wait time more than that start affecting their experience. Customers and visitors are also more conscious about their safety and health, though the COVID situation in our country is under control but still the effects of that have changed our general behavior. A queue management system can be a great relief for the banks and the customers too, but everyone is doing that, there are certain things that can be added to the queue management system to further improve the customer experience, one of them is integrating an appointment booking system.

Here is how an appointment booking system can be integrated with a queue management system and how it could help transforming the customer experience and customer journey in the banks:

Introduction to Queue Management System

A queue management system is a technological solution that help banks to streamline their customer flow, improve their customer’s experience and customer journey to ensure the ultimate customer satisfaction. The customer satisfaction is the primary goal for any business whether it is a bank or any other business organization. The customer satisfaction means that when a customer leave your premises after availing a service, they left happy, satisfied and fulfilled. This will make them loyal to the brand and will also directly or indirectly improve various factors which are good for long term sustainable growth and profitability. The queue management system is a great tool to monitor and analyze the customer journey and various business process and it also monitor various employee KPIs. All the data is combined to generate valuable business intelligence which than can be further analyzed with in-built analytical tool to compile comprehensive and summary reports.

Banks can utilize a queue management system to improve their customer journey, operational capabilities and it will also help them to increase profitability. Satisfied customers are more loyal and play a vital role in long term growth.

Introduction to Appointment Booking System

An appointment booking system is a digital tool that allow the customers and visitors to book a spot to meet up with the customer service or sales agent or simply to get a service done from the business. Banks and other financial institutions in Dubai and all around the UAE are investing heavily in productivity solutions and systems. The banks are well aware of the importance of the digital solutions and also the human to human interaction. That is why the customers and visitors are always welcome at the banks. The human to human interaction is critical to build trust and to establish long term relationship with the customers. However, if a customer will have to wait for a very long time before they get a chance to meet the bank representative, it is extremely hard to deliver satisfactory service. That is why the appointment booking systems and tools are used.

The appointment booking system ensures that the customer get a schedule for meeting the right person at the most convenient time for them and they don’t have to wait, so they can peacefully interact with the staff and get the service done.

How Appointment Booking System can be integrated with a Queue Management System?

The Appointment booking system is a software program that allow the customers and visitors to sign-up or register and schedule an appointment. The appointment booking system can provide various information which are helpful for the appointment booking, for example, it can provide the list of bank relationship managers or customer service representative along with their availability, etc. Such information help the customers and visitors to book appropriate time as per their needs. Moreover the customer can book appointment by calling to the bank help center or through the mobile application. On the day of appointment the queue management system can issue a ticket and provide the customers with the estimated time of their turn. This results in very little wait time or no wait time at all. Which is excellent for customer experience and customer satisfaction.

All these functionalities and many more required data synchronization and integration in real-time. Both the appointment booking system and the queue management system pull and push data from each-other and also from various other systems. All this is achieved with secure web services or APIs. The APIs make it possible to link two separately managed databases and also connect the systems with the central information center of the bank.

The Benefits of Integrating Appointment Booking System with a Queue Management System

When an appointment booking system is integrated with a queue management system the bank can have several perks and it can also offer various innovative features to improve customer experience and customer satisfaction. Here are some benefits of integrating an appointment booking system with a queue management system could help banks to enhance its customer’s experience:

Offer freedom to book a time of service as per the customer’s convenience
Allow customers and visitors to sign-up for virtual queues and enable virtual queuing
Provide customers additional information about the branches
Allow customers to choose any service agent or the one which served them the last time
Prioritize the premium customers and segregate them to improve customer flow
Reduce the wait time to literally none
Improve customer journey and customer experience by optimizing various business processes
Help service agents and staff to improve their performance and efficiency
Collect customer feedback data and gather business intelligence
Integrate smartphone applications for appointment booking, queue management and feedback
Provide live queuing information to the customers via SMS, Online Portal or Mobile Apps
Improve overall operational capabilities and optimize the use of resources
Reduce per service cost and increase profitability
Reduce customer churn rate
Improve customer loyalty and brand reputation
Ensure long term success and growth

Enabling the virtual queuing, remote sign-ups and appointment booking can really enhance customer experience and customer journey. The appointment booking system allow the customers to get live information about the schedules, busiest hours, busiest branches, and much more. The smartphone application offer various innovative features to further improve customer journey. For example, the smartphone application can offer a branch locator which provide details about the branches their timings and other details that help the customers and visitors to schedule their visit. Once an appointment is booked the queue management system can issue them a virtual token for their queue. The queue management system can also provide live queuing data to the customers and visitors which help them to plan their visit. Several channels can be used for reminders, notifications and alerts to make sure the customers don’t miss their turn.

Moreover the queue management system can also collect customer feedback data, which can be added to the main business intelligence which is also being collected from each and every touch point of the customer journey along with various stats and employee KPIs. Such data is extremely helpful for the banks. The management can easily prepare actionable reports and make policies to make improvements wherever needed. The employee KPIs can also be provided for the HR usage.

Conclusion

Banks in Dubai and all around the UAE are working in a very competitive market. The customers also have high demands and market trends are also getting changed all the time. In such scenarios businesses often innovate new solutions or combined two available solutions to innovate the utility. That is why integrating an appointment booking system with a queue management system is such a wonderful idea. Both systems are used for customer happiness and customer satisfaction. When combined, the results could be astonishing. When integrated with a queue management system an appointment booking system takes the customer queuing to the next level, it added value to various business processes and it offer ultimate freedom and control to the customers. It also boost the agent’s performance and improve profitability. RSI Concepts is a leading customized software development company with having appointment booking system and queue management system as the two most popular products. If you are interested in improving your bank’s capabilities and to increase customer satisfaction, feel free to let us know. If you want to learn more about the topic, please free to leave a comment in the comment box below and we will get in touch with you soon.

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January 5, 2022February 26, 2022

Why Small and Local Businesses Need a Queue Management System?

Businesses use digital solutions to facilitate their customers and to boost their own productivity. These digital solutions can help businesses in many different ways, which could improve their operational capabilities and profitability. Big businesses are using queue management system for more than a decade now, it has become an absolute necessity for them. However small and local businesses haven’t embraced this technology yet. Although there are a lot many small and local businesses who are using a queue management system or any other kind of digital product to aid there queuing process, but the overall adaptation rate is not as that high as it is in large businesses such as banks, hospitals, government offices, educational institutions, telecom, etc. The small and local businesses in Dubai or in anywhere else in UAE have started to focus more on customer service, customer happiness and customer waiting experience.

Let us just admit it, no one likes to stand in long lines at a retail store. Most of the time when the queue is too long, people don’t even enter the store instead they move on to the next one. That is why it is extremely important for a business to provide excellent customer service and to prevent any congestion at the counters. Same is applicable for the small and local businesses, in fact they have to be more careful about their customer service. As small and local businesses usually have low budget and less employee so in order to ensure optimum balance between the expense/cost and the profit, they might be hesitant in investing in any digital system such as a queue management system. And due to the same reasons they might often feel overwhelmed with the load of the customers. Which not only results in poor customer experience but also increase customer churn rate.

The customer churn is simply the measurement of the number of customers who have entered into the business and wanted to purchase something but due to any reason they leave without making a purchase. Mostly the reason is the rush at the counters or very slow moving queues. In this blog we will discuss the basics of a queue management system and its benefits for small and local business to let them understand how important it is to have a digital queue management system at their store/business.

What is a Queue Management System?

A queue management system is a combination of software and hardware devices that help businesses to manage the queues and customer flow with more efficiency and also help them to enhance the customer experience and customer journey. The queue management system consists of the following essential parts and components:

Queue Management Server Application: This is the brain of the system, an intelligent software with advanced algorithms to operate and control everything in real-time. It resides on a server or cloud or online and is connected with each and every other component.
Customer/Visitor Dashboard: This is an interactive dashboard, which is usually available on an interactive kiosk machine. This dashboard allow the customers and visitors to sign-up for the queue and it also issue the tickets.
Agent Dashboard:This is an interactive dashboard for the agents/servers who can manage, control and monitor queues from their portal. Usually it is a web-based application which is available on the agent’s computer.
Administrative Dashboard: This dashboard is also a web-based application which is designed for the management to monitor the entire queuing process and to customize policies and perform all administrative functions.
Digital Signage: These are large display screens placed on strategic location where everyone in the waiting area can view them. These screens are used to display queuing information in real-time along with that the business can run multimedia content to increase customer engagements.
Announcement System: The announcement system is used for customer calling, it displays the ticket number of the digital signage as well as it also call the token number and its allocated counter in multi-lingual audio through the sound system installed all around the premises.
Counter Plates: The counter plates are available in three types, first one is an ordinary name plate, the second type is an LED based Dot Matrix Display and the most widely used is the small digital display screens which displays counter number, ticket number or any other additional information if needed.

These are just the basic components, there are several others that can be added to further improve the efficiency of the system. For example, virtual queuing is one of the most popular queuing method used by both large and small businesses. Another most popular form is QR Code based queuing. The queue management systems are usually customizable, so businesses can come up with their own ideas to innovate new features that could help them to reduce waiting time and improve customer experience.

Advantages of a Queue Management System for Small and Local Businesses

Small and local businesses need an efficient queue management system to improve their customer journey and to increase operational efficiency. As small and local businesses have limited budget and a limited number of employees so it is very crucial to utilize each resource efficiently to ensure maximum outcome. Unmanaged or poorly managed queues not only decrease customer satisfaction but also put strain on the staff which further results in poor employee performance and even poorer customer experience. Another major factor that could make things more difficult is the limited physical space, all small businesses have limited physical space and if it get crowded it will not only harm customer experience but it could have other negative effects too.

Here are some advantages of a queue management system for a small or a local business:

Queue Management System Reduce Wait Time

Simply be managing the queues, reducing the stress of the waiting customer and helping the employees to boost their performance a queue management system can significantly reduce wait time. This can be achieved in many ways, in fact for different businesses the queue management system works differently, let us discuss two most commonly found small businesses. For example a retail store such as clothing brand or just a general grocery store wants to improve its customer experience and customer satisfaction by improving their waiting experience. One thing is for sure, for any small or local businesses the customers must have to wait, it is inevitable. Especially during the rush hours, when the footfall is at its highest of the day, things could really get out of hands. A queue management system can offer mobile apps or SMS enabled sign-up process which help the shoppers to sign-up for the queue. The difference is they don’t have to wait in the line anymore, they can roam around the store and once their turn will come they will be notified by alerts and notifications either in-app or push notifications or simply SMS notifications. Hence the customers can go to their counter and get served immediately without any wait or very little wait time.

Similarly for other types of small and local businesses who are offering some kind of services instead of offering products. For example, there is a salon or small travel agent or a local real estate branch. The physical premises is small but during the busy hours it could be crowded. The queue management system can completely eliminate the problems that businesses might face on daily bases such as someone crossing the line or any dispute occurring among the staff or even with other customers, etc. Without a queue management system usually the staff is involved in solving such problems which deviates them from their primary task and also increase their workload. But with a queue management system this all could be avoided the staff could get more time to focus on their primary tasks, which expedite the service delivery process and the customers also remain calm as they know once their turn come only then they will be served. In addition to that in such small premises the digital signage could play vital role in further improving the customer experience by playing multimedia content and publishing queuing detailslive.

Read More: Queue & Waiting Time Management

Queue Management System Improves Employee Efficiency and Profitability

The small and local businesses usually manage their queues manually which not only reduce the customer happiness and customer satisfaction but also increase the workload of the staff which not only result in poor employee performance but it also results in poor customer experience as well. In fact such situations reduce the overall morale of the staff which directly impact on customer satisfaction and customer happiness. However, with the help of a queue management system when the queue are managed automatically and the employees have less work to do, the effects will be reversed, which means the employee will have a very balanced workload which will raise their morale and also improve their work efficiency. This reduce the overall per service cost and increase overall profitability. Once the employee start working on their full potential they will also cause reduction in the waiting time as the service delivery will be faster, which will also improve customer experience and increase their satisfaction. That is how a queue management system can boost the overall brand image and customer loyalty of a small or local business which is extremely important for a long term growth.

Queue Management System Increase Customer Loyalty and Ensures Long Term Growth

The customer loyalty and the long term growth are extremely important for a small or local business. As the competition in the market is very high, small and local businesses are also located nearby each other, usually concentrated in a certain area or sector of the city which means the customers have too many options available. In such scenarios losing a customer due to bad customer service or mismanaged queues could seriously harm the reputation of the business which could have dire consequences in long term. Hence it is extremely crucial that business ensures ultimate customer satisfaction to make them happy. A happy customer is tend to come back again which help building good relationship with them and increase their loyalty.

The loyal customers are tend to be a good brand advocate, they share their positive experience with their colleagues, friends and family and they recommend your brand to others. The loyal customers are more likely to defend the brand while talking to other people in real life or in online or social media platforms. Which help building a positive reputation of the business. A small or local business with positive reputation can attract more customers hence customer loyalty and customer satisfaction has long term effects on the growth and brand image.

Queue Management System can Gather Business Intelligence and Customer Feedback Data

A queue management system is not only used to manage the queues, but it is a very powerful tool that can monitor and capture data from each customer touch point. The system usage data and other stats are very helpful in identifying the areas of improvements and let the business management understand their customers more accurately. The queue management system can also measure and monitor various KPIs which can further help improving the employee efficiency. For example the queue management system can accurately measure the service delivery time each employee takes to serve a customer, it can also collect customer feedback data and various other types of stats which can be analyzed by its in-built analytical engine and the data can be extracted in reporting formats. Which help the management to take informed decisions and to draw strategies for the future.

Collecting the customer feedback data is one of the great feature of a modern day queue management system. The customer feedback collection not only provide a deeper insight to the customer’s mind but it also help improving customer to business relationship. When a business start collecting customer feedback the customer get a sense of importance and feel more connected to the business. They know that their favorite brand is interested in learning their opinions, views and taking their complaints which shows their seriousness to improve their customer’s experience. This also increase customer loyalty. The customer feedback data can also be extracted in various reporting formats which can be used to analyze various business process, quality of the products/services and also to analyze the behavior and capabilities of the customer service staff. Such data is very important for decision making and planning for the future and help businesses to improve in all aspects.

Conclusion

For any small or local business investing in a new solution could be a difficult decision. A queue management system is not as that expensive but still we have witnessed that small and local businesses in Dubai and also in other parts of UAE are a little bit hesitant in investing in it. A queue management system could be a game changer for a small or local business. It can help organizing the queues and improving employee efficiency along with that it also help improving customer experience by reducing the wait time and offer many features that can benefit the business to further reduce the wait time and help them boost their performance. These all factors result in higher customer satisfaction and improve customer loyalty. The loyal customers are important for a long term growth.

A queue management system also gather business intelligence data and customer feedback which provide a deeper understanding of relevant business processes and customer’s mindset. These all information improve the decision making capabilities of the business and ensure a positive growth with higher efficiency and profitability. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the topic or if you are interested in a quote, feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

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November 4, 2021

Queue Management System and Predictive Waiting Time

Queue management systems have become an essential part of the digital offerings by any business to its customers. In Dubai and all around the UAE businesses, especially service based sectors are heavily relying on the queue management system to maintain a desirable customer journey and satisfactory customer experience. However, in the technology world things got changed very quickly. Businesses these days are implementing highly advanced queuing methods and technologies to be able to stand out in the crowd. The main objective is always to ensure customer satisfaction and maximum operational efficiency. Although it might sound very simple but in reality the customer flow management and queue management is not a simple task. It is a very complex and highly sophisticated process that each business will have to go through on daily bases. In simple words there are too many moving parts and things can go south really quickly. That is why businesses are very concerned about queuing methods and the technology they are using.

When it comes to the customer journey and the customer experience the wait time is one of the most impactful factorsand it has capacity to completely ruin everything if not managed properly. That is why for eight out of ten businesses the prime objective of deploying a queue management system is to minimize the customer waiting time and to improve their waiting experience. The queue management system can significantly reduce the customer wait time and it can also improve the customer flow and customer journey. The predictive wait time is a very technical phenomenon but it is also very important that is why we have decided to write about it. I will try to explain the predictive wait time in the most non-technical way possible.

What is Predictive Waiting Time?

The typical predictive waiting time is the measurement or calculation of the estimated wait time for any customer waiting in a queue. However, it is not that simple anymore, now a days, businesses are utilizing the digital queue management systems which makes it easier to manage queues, but it complicates the predictive waiting time calculation. Only a few high-end queue management systems available in Dubai or anywhere in UAE are being able to accurately measure the predictive wait time such as RSI Queue Management System is a highly advanced queuing solution and it can effectively measure the predictive wait time and it can also integrate it within the on-going queuing process which have several perks. Usually the predictive wait time calculation is done on the bases of various inputs, such as:

The number of customers waiting in the on-going queues
The number of customers arriving per hour
The number of estimated customer arrival in the next hour on the bases of previous stats
The average service delivery time of the agent and also required by each service that is in queue
Some other behavioral and historical patterns

This is how the predictive waiting time is calculated. Now a days the job is done by the intelligent algorithms and businesses doesn’t have to worry about the any of such calculation. But it is important that the digital queue management system a business is using or planning to implement must have the predictive waiting time feature in it.

How a Queue Management System Calculates the Predictive Waiting Time?

Any high quality queue management system always calculate the predictive waiting time. The digital queue management system is a very capable tool or gathering statistical data and business intelligence. As the entire queuing process is being handled through the queue management system it is a lot easier to measure and log each and every activity. These days the technologies that are used to build a queue management system software are highly advanced and with a simple logics and algorithms the queue management system can capture all the data points that are required to calculate the customer predictive waiting time. Each digital queue management system have an in-built reporting module. That module gather the statistical data and also log all the activities to compile comprehensive historical data which is then being used to prepare several types of reports. The same data inputs are being used to do the mathematical calculation of the predictive waiting time.

The queue management system always keep a log of all incoming customers with a time stamp. The intelligent algorithms and software engine use those logs and timestamps to accurately identify the busiest and the least busy hours of a day. Similarly the system can also identify the busiest days of the week and the month and vice versa. These measurements provide the system with a clear understanding of the customer flow and what to expect at what hour of which day of the week or month and so on. This details is the fundamental of the predictive waiting time calculation.

The queue management system is also very capable of measuring various employee performance KPIs and several other indicators that help them calculate the average of the service delivery time. For example, the queue management system can easily calculate which service agent spent how much time on which service delivery and also what is the time variation during the busy work hours and otherwise. This help the queue management system to accurately measure the average of the performance of each agent/server for each service. As businesses usually offer multiple services and some agents are good at some services and not so good with others. So the queue management system can easily record all these performance variables and put them in the main predictive wait time calculation.

In addition to that the queue management system can also effectively integrate the recent or current day data within its calculation when the quantity of the data got raised from a predefined threshold values. This increases the accuracy of the predictive waiting time.

Why do we need Predictive Waiting Time?

The predictive waiting time not only help the management to make quick plans and to take on-site actions for better customer experience but it also improve customer’s waiting experience. Whenever we don’t know about the outcome the human brain triggered a state of fear and uncertainty which is very bad for customer experience. It always helps to reduce the stress of waiting if the estimated time is mentioned on the ticket or is provided to the customer while they are waiting in the queues. The perceived wait time is always too high than the actual wait time, so having a knowledge of estimated time to turn can have a very calming and pleasant effects on the customers and visitors. That is why the predictive waiting time measurement is very important and crucial for the customer satisfaction. A digital queue management system is a very effective tool to calculate the predictive waiting time automatically.

Read More: Queue & Waiting Time Management

Conclusion

The only reason why businesses use a queue management system is to enhance the customer experience and their operational capabilities. A queue management system help businesses to provide an excellent customer journey to its customer to ensure maximum customer satisfaction. The digital queuing solutions are also very helpful in boosting staff performance and service quality. When it comes to the queue management and customer journey the predictive waiting time is a very important factor. Businesses should have a better solution to measure and utilize the predictive waiting time to enhance the customer experience and to obtain higher customer satisfaction. A high end queuing solution like RSI Queue Management System is an ultimate tool to manage customer flow and customer journey. It has in-built features and algorithms to automatically calculate the predictive waiting time and to put it on play where it can facilitate the customer experience as well as the management and administration. If you want to learn more about our queuing solutions or about the topic feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: Touch Less Customer Experience, Use the RSI Queue Management System

October 26, 2021

Touch Less Customer Experience, Use the RSI Queue Management System

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

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

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

Read More: Queue & Waiting Time Management

Virtual Queuing

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

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

QR Code Based Sign-up

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

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

WhatsApp Enabled Queuing

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

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

SMS Based Queuing

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

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

Mobile Queuing via Mobile Apps

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

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

Online Appointment Booking Module

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

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

Third Party System Integration

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

Conclusion

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

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