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January 23, 2023January 23, 2023

How to Avoid Long Queues at Your Events

Dubai and in fact the entire UAE is a very vibrant and dynamic marketplace. The country is a center of all business activities in the region. Businesses and organizations are organizing several events, exhibitions, seminars and gatherings for networking, promotional and awareness purposes. It is very common to see long waiting lines outside these event venues, no attendee want to spend most of their time waiting in the long queues. This will ruin their experience, it will make them unhappy, and it will cause frustration. This led to unhappiness and also increase churn rate, which means that the longer the waiting time is more customers will abandoned the queues and will leave without attending the event. It also have other repercussions, such as it will annoy your visitors and customers, they will fail to participate or focus on the event at least for the first few minutes, in the worst case they will give you negative rating by any channel which is easily accessible to them. If you are collecting post-event feedback, you will get more negative comments and rating. Furthermore the unhappy visitors can also publish something over their social media and they can cause negative or bad publicity for you which could repel more people in attending your events in future and so on.

The negative impact of long waiting on customer experience is long lasting, it not only make your customers unhappy, but it will also impact your reputation and brand image. The first impression is always important, and if it is waiting for long time in crowded areas with very little or no clear indication of how long your customers and visitors might have to wait, is not a good first impression. Businesses often spend huge resources and money on many facilities they are offering but do very little about managing the queues. In this blog we will discuss how a fairly smaller investment in a modern queue management system can completely eliminate this problem.

Queue Management System for Events

A queue management system is a technological solution for a business’s queuing needs. There are a variety of different queue management systems available in the market, the best approach is to acquire a leading queue management system provider in Dubai, such as RSI Concepts and ask them to customize a queue management system according to your needs. There are ready-made solutions too, but they offer limited features and limited customization. Basically a queue management system is a combination of software and hardware components. The software is server side application with multiple clients who can interact with the system through intuitive UIs (user interfaces) and the hardware components vary from case to case. Different businesses have different requirement, for example if you are hosting an event for the first time, you might be needing self-service event registration kiosks, ticket/pass dispensing self-service interactive kiosks, digital signage, etc. If you already have self-service even registration kiosks, you might need only a few more or you can integrate your existing kiosks with the system. That is the beauty of the customized software and applications, they are very flexible to integrate with other technologies which save a lot of efforts and time too. These components will form a queue management system. In this blog we will discuss the key advantages and features of a queue management system that will help you managing your waiting lines for your events.

Improve Customer Flow Through Event Registration Process

The biggest problem at an event’s entrance is the crowd formation and the major causes of crowd formation are poor queuing management and delays at registration counters. Usually all event organizers encourage their customers to register prior to the event via online or email/call, etc. Which could prevent them of spending time at registration counters. However, the registration counters are always present because they are needed. A majority of the visitors would definitely failed to complete the registration beforehand, hence they would be needing registration counter. The manual registration counters are slower and cause several problems that is why most of the event organizers use interactive self-service registration kiosks. The self-service kiosks make the process quicker, eliminate the chances of errors, and improve customer experience. However, large footfall can cause congestion at those counters which passed on to the entrances and cause more queuing problems. A queue management system helps improving the registration process, you can directly integrate the registration forms within the queue management system or you can integrate a third-party registration management system with the queue management system.

Usually the registration area is also the same area where the entrances are, hence it could cause double problem, people can get lost or confused, the queues can tangled with each other and make situation more chaotic. A queue management system on the other hand can streamline customer flow by allowing customers and visitors to sign-up for the queue first, then they can register and then using the same ticket number they can enter the venue, the ticket number can be assigned with a QR code or Barcode which can automate the customer flow. Furthermore the digital signage help customers and visitors to keep track of their turn in the queues and guide them through the entire process. All this can be done fully autonomously without any help from the staff. This not only make process very efficient but it also help reducing the resource consumption of the process. The queue management system can automatically route the customers with integrated customer calling mechanisms through the digital signage and audio announcements. Each time a customer’s turn came they can go to the registration kiosk, scan their ticket and then fill in the form. The same ticket can be scanned on next steps to enter into the venue. This makes the process simple, automated and it significantly improve the customer flow.

Integrate Virtual Queuing Features to Improve Customer Experience

The virtual queuing is one of the most modern form of digital queue management systems. It offers multiple remote channels to sign-up for the queues, enable businesses to minimize the customer wait time which help improving customer experience. There are many way to offer virtual queuing features, mostly the virtual queuing involves the online and digital channels. The business can integrate the customer portals, mobile phone application, exclusive registration pages, and many more digital channels to offer more convenience and ease. The customers can sign-up easily from any of the available option. When they will sing-up for the queue and do the registration process, they will be issued a ticket number or token number. This e-ticket will contain the customers’/visitor’s number in the queue, and it will also provide a unique barcode or QR code which later serve as a gate pass for various steps.This also allow the visitors to utilize their smartphones or mobile devices to sign-up and register instead of waiting for the self-registration kiosks. The virtual queuing can be a great tool to minimize the wait time and manage the large influx at the entrances. Furthermore it can also help businesses to assign groups to different customers and visitors and let them enter as a group, in fact the entry could be individual but the customer call will call a range of the ticket numbers, which can also help speed up the process and reduce customer efforts and wait time.

Easily Manage Disruptions and Increase Customer Happiness

Interruptions, blockage or halted customer flow is a common thing in events with large venues. Especially when there is a sitting arrangements, the staff is deployed inside the venues to guide everyone to their seats and so on. All this requires time, in order to prevent congestion inside, sometimes the staff stop the visitors at the entrances, there could be other problems too, such as a dispute or disagreement, most of the time people lost their passes and they stuck at the security, sometimes the security searches cause disruptions, in short there could be so many things that can cause unexpected disruptions or delay in the customer flow. The queue management system have capabilities to prevent crowd by announcing messages, to inform people about the situation. The queue management system can also communicate with the customers and visitors who have used digital channels to sign-up for the queue. It is important to be transparent with your customers and visitors. Telling them the expected time to wait is not bad, it help them understand what is to be expected and prepare them for wait. However, the impact of these disruption can be reduced by rerouting customers to other entry points. The queue management system can do that automatically. The queue management system collects data form all touch points, it has AI (artificial intelligence) based smart algorithms which are capable to taking decisions in real time which can significantly reduce the impact of disruptions and help improving customer experience by rerouting them and providing them live updates at their most convenient communication channel.

Queue Management System Provides Business Intelligence Data which Improve Planning and Management

The queue management system provides in-depth business intelligence data. The data is collected from all touchpoints and also record historical system usage data which help the event organizing team to understand the customer behavior and flow and help them based their strategies upon concrete information and not on guessing work. The queue management system collects and store historical data from each and every touch point and throughout the customer journey. This data can help management understand the expected customer footfall and help them prepare themselves beforehand by allocating adequate resources and making plans for the registration and entrance areas which is the major cause of congestion and longer wait time. The queue management system provides in-built data analytical and processing tools which can help management identify the trends and predict accurately the number of expected attendees. Obviously as all other registration channels are integrated with the queue management system so it can also provide the number of people who have already been registered and by comparing this data with the historical data, it is easier to estimate the total number of expected customers and visitors at any event.

Furthermore there are always different types of customers and visitors, some are VIP or Premium Visitors, some are People with Special Needs, and some are different in many other ways, which require a different treatment and protocol.The managers can easily understand which type of user-group will show-up at what time with what numbers, and so on. This comparison will help management make a better policy and plan of actions for the event. In case of any interruption or delay the management can also view the live queuing data which can help them understand where and why the interruption happened, and help them resolving the problem more quickly. It also help them understand how many people are in queue, and how to divert them to other moving queues to minimize the impact of the interruption. The management can also alert people who are on their way or are present at the reception area with multiple communication tools and channels. Which help them improving the customer experience as well as reducing the frustration caused by such unplanned interruptions and delays.

Conclusion

Businesses in Dubai and all around the UAE are well aware of the importance of communication and engagement with their customers. Organizing and hosting events, exhibits, seminars, conferences and large meetings is a common theme for any business in the country. These events are used to promote brand and attract more customers. Whether you are B2B or a B2C business these events are vital for growth and brand image building. Apart from the benefits of hosting an event, the event organization and management is a double-edged sword for the organizing team. If anything goes wrong it could seriously damage the brand image and will hurt the reputation. There are several things and several moving parts which need highly proactive team to manage everything. The biggest challenge is always to handle the crowd and manage the queues. Every business tries to register attendees beforehand however, there would always be a large number of attendees who will register through on-site registration counters or interactive self-service registration kiosks. Furthermore usually as the start time comes closer the footfall start rising very quickly.

Therefore a proper digital queue management system is required to help the staff in managing the large footfall and solving the queuing problems. In this blog we have discussed how a smart digital queue management system can be used to improve your customer experience at events. If you want to know more about the subject or if you want our help to provide you with a highly cost-effective queue management system and self-registration solutions, 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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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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August 11, 2022

How to Reduce Queues in Banks?

Here in Dubai and all around the UAE the banks have exceptionally higher standards and service quality comparing to the other countries of the region. In fact the entire service based industry in the country is considered to be the best in the entire MENA region. The overall infrastructure of the banking industry is very high-tech and advanced, however, the queue management is one of the most overlooked part of the banking sector. The queue management systems are very common, in fact almost every branch of every bank would have some kind of digital queue management system. Most of the time banks and other businesses don’t fully understand the queue management systems. Usually business owners and bank managers think that the queue management system is just a tool to improve customer flow and minimize the wait time. But in reality a queue management system is much more than that. In this blog we will briefly discuss what a queue management system is, how it can help to reduce the queues and what other benefits a bank can get from a queue management system.

A queue management system is a combination of intelligent software and some hardware components. The software is basically a server which hosts all the intelligent algorithms, source codes and various user dashboards. The hardware is mainly used to interact with the customers. In a simple queue management system setup the first customer interaction happens on an interactive kiosk machine which take some basic information and dispense a ticket bearing their number in queue and also estimated time to their turn. Then there could be several digital signage displays who continuously display the live queuing information and also used for customer calling. The ticket numbers are announced on the signage as well as via an integrated audio system which is installed all over the place. Modern queue management systems also have customer feedback collection tablet or small screens which are usually placed at the counters. That is how a basic queue management system works. However, there are a lot more features that can be added to maximize the efficiency and to improve customer experience. The primary goal of a queue management system is to reduce the queues at the bank branch to minimize the customer wait time and to streamline the customer flow.

Queue Management System Reduces Customer Wait Time

The prolonged customer wait time can destroy their experience and make them unhappy. Long wait time means slow customer flow and slower service delivery, which results in long queues and crowd formation at the bank. A queue management system allows banks to digitally and autonomously manage their queues and customer flow which help reducing the customer wait time and prevent crowd formation to reduce the queues in banks. A bank offers several services and it have several counters to enhance customer experience and to improve service delivery. Usually in banks the average customer wait time is almost 20 minutes and in some cases it can reach up to 40 minutes and beyond. No one wants to wait that long, this makes customer unhappy and eventually a bank can lose its valuable customers due to poorly organized customer flow and queues. A queue management system have in-built AI (artificial intelligence) powered software and intelligent algorithms which makes it able to effectively manage the queues to minimize the wait time.

A queue management system can collect customer information and other required details about the service they need and it can route them through the shortest possible customer journey. The queue management system can perform several analysis and take decisions in real-time to maximize the bank branch’s efficiency and performance. For example, the queue management system can recognize the dedicated counters for certain services and it can automatically route the customers to the most relevant counter to ensure they instantly get served. The queue management system can also help service agents to prepare for the service delivery by informing them in advance about the next service and it is also capable of pulling up the required information from other connected systems to facilitate the service delivery process. Such features can significantly decrease the customer wait time. When the customers have to wait less, they are directed towards the right counter and the service agent also take less time to deliver the service, the overall wait time for every customer gets reduced. Less wait time means smaller queues and less chances of crowd formation.

Queue Management System Automates and Optimize Customer Flow

Smart management of customer flow and customer routing is a key to reduce wait time and to enhance customer experience. The queue management system can offer a variety of features and automation options to allow the bank manager to automate the customer routing and customer flow based on their policy and strategy. Furthermore it is also capable of automatically managing the customer flow based on the real-time data it collects from various touch points. Bank manager can leverage the customization to further improve the efficiency. The queue management system can take customer information or the information of the service they are requesting for. This information can be used to set the route of the customer, for example, if a customer needs Service A which is offered by the counters 1, 4, 7 and 11. Then the queue management system will automatically monitor all these counters and it will direct customer to the immediately available counter. This can save a lot of time and it improves customer flow.

Some services require customers to visit multiple counters for full service delivery. Those kind of services are called stepped services. The queue management system can automatically manage customer flow between different counters and ensures each customer reached to the most quickly available counter to avoid any time delays and idle counter time. Which can also save a lot of time and reduce the overall customer wait time. The queue management system can also monitor the employee performance in real-time. It can detect which employee is taking how much time for a single service delivery and which employees are best at delivering which services, this data is analyzed by the in-built smart algorithms and accordingly the queue management system keep routing customers through the most efficient route. Furthermore there are always some exclusive customers such as corporate customers, VIPs, Premium Account Holders, and customers with special needs. A queue management system can also effectively manage the flow of such customers to enhance their experience.

Queue Management System Improves Employee Performance

Employee performance is a crucial part of the queuing process. If the employee will perform well they will be able to serve more customers in a single shift. This also means that the average customer wait time will be reduced. For example if an average service delivery time is 10 minutes and the same employee start taking 11 minutes for the same service and if you have 20 customers ahead of you, your wait time will be increased by 20 minutes. That is why the employee performance is a crucial part of queuing process. With poorly managed queues and traditional service delivery methods the average service delivery time is very high therefore the employees can’t delivery high performance. However with the queue management system a lot of business processes can be digitalized and automation further improve the efficiency of the internal business processes. For example the queues and the customer flow is managed automatically by the queue management system hence the employees don’t have to spend time on queue management.

Since a lot of steps can be automated with the help of a queue management system the employee get more time to focus on their primary tasks which increase their performance. Furthermore the queue management system can also provide additional information about the customers and their needs even before they reach to the counter. This helps service agents in preparing for the upcoming service and save a lot of time. A queue management system can also be linked/integrated with other organizational systems and tool or with the central information center which enables queue management system to automate certain service delivery processes. If the queue management system have access to the other systems and databases it can also pull the required data and information for the service before even the customer arrives at the counter, and help service agent in quicker service delivery. The quick service delivery significantly improve employee performance and make them able to deal with more customers in a single shift.

The queue management system help reducing customer wait time, it facilitates service delivery process and help service agents to deliver more qualitative and quantitative work. The queue management system frees employees from unnecessary work and allow them to focus on their primary tasks. Which not only make the employee comfortable and happy but it also help them perform better. The queue management system can monitor and capture various employee performance KPIs which help employees which can be used for self-assessment and also by the HR to create employee development and training program to further maximize the employee performance over the time.

Queue Management System offers Virtual Queuing

One of the most modern and most effective way to reduce queues in banks is the virtual queuing. The virtual queuing have gained huge momentum in the market since past 2, 3 years. The virtual queuing is embraced by various industry sectors in Dubai and all across UAE. Basically the virtual queuing allow customers and visitors to use mobile channels to sign-up remotely for the virtual queues. It means the customer doesn’t have to physically be there in order to secure their position in the queue. Furthermore the virtual queuing can utilize multiple digital communication channels to keep the user updated and informed about the ongoing queuing activities. This allows the customers to arrive only at the time when their turn will come and prevent any congestion or long queues at the bank. The virtual queuing offers multiple sign-up channels which make process simpler and convenient for the customers and it also offer real-time updates and alerts so no customer misses their turn.This way banks can significantly reduce queues at the branch.

The virtual queuing can offer multiple innovative features which not only help reducing customer wait time and queues but also help improving customer experience. The customers can easily sign-up using customer portals, online/website, mobile application, appointment booking portals, SMS, emails, phone calls, QR Code and many more. Furthermore the virtual queue management system also provide detailed information in mobile app, appointment booking module and other channels which help customers plan their visit as per their convenience. The customers can view the peak hours, expected wait time at any hour, day or date based on the historical data collected by the queue management system. The can also use mobile apps and online portals for branch navigation. This allow them comparing multiple branches in reach and let them chose the one with the lowest wait time. Hence the customer can plan their visit with more freedom. Since the customers are instantly served when they arrive, this prevent crowd formation and queuing issues at the bank branch. It also help improving employee performance and enable branch managers to smartly utilize resources for maximum efficiency.

Queue Management System Collects Business Intelligence Data

Modern problems need modern solutions. There was a time when businesses and customers are not as that concerned about the wait time, in fact a long waiting line with first come first serve queuing was enough to gain higher levels of customer satisfaction. However, world have changed now, especially Dubai and other cities in UAE are some of the most modernized societies in the entire GCC. The information technology is deeply rooted into a business success. This means the data and information are the most crucial aspects of a successful strategy. The queue management system is one of the most effective tools to collect valuable business intelligence data and deeper understanding of customers and their preferences. A queue management system can collect statistical and analytical data from each and every touch point of the customer journey and in addition to that it can also collect customer feedback data, employee performance data and offers various other information. The data can be analyzed with in-built analytical tools and bank manager can easily extract actionable reports from this data which help understanding the customers, their preferences, liking/disliking and much more. Such information can be very helpful in building new strategies and evaluating various business processes.

Conclusion

Let us admit no one likes waiting in long queues, and we all want instant service from our beloved businesses and brands. When it comes to the banks, the queue management and crowd prevention is some of the most important tasks. Actually everything revolves around the customers, and customers can only satisfied when a business meets their expectations and facilitates their interaction. That is why the queue management systems are used, they not only streamline the customer flow but also help improving performance and collect valuable business intelligence data. The virtual queuing is one of the most effective strategy to reduce queues in the banks. 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 us to help you designing or deploying the most effective and efficient queue management system as per your bank’s needs. Please feel free to contact us through our Contact Us or leave a comment in the comment box below and we will get in touch with you soon.

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April 6, 2021April 6, 2021

How can the customer experience be improved with RSI Queue Management System?

How can the customer experience be improved with RSI Queue Management System? Before we jump into the subject, it is important to understand what exactly is customer experience? Well, the simplest definition is all the touchpoints where a customer interacts with the organization and their staff are the contributors to the overall customer experience. With the rise of modern technologies and innovation in the digital world, the expectations of a customer in Dubai, UAE have risen to an extent where every organization needs a specific customer experience enhancement policy or strategy. RSI Queue Management System is one of the great tools to help boost the customer experience which eventually helps organizations to establish a good brand identity and all those efforts lead them to effectively sustain their existing customers as well as attracting more customer and prospects. The customer experience can greatly impact your overall sales and customer retention.

If a customer left the branch happily, they will promote a positive brand image, if a customer will be left unhappy they will definitely discuss their bad experience with their colleagues, family and friends. If there is a problem in the customer flow management and queue management the chances are more customer will leave the branch unhappy and annoyed, which could have devastating effects on a brand’s repute and brand identity. Which will not only repel your existing customers but will also decrease sales and conversions. Which is the long terms could be very difficult to rectify.

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Improve Customer Experience with RSI Queue Management System

Customer experience is very critical for customer retention, more sales and a good brand reputation. Now the question is how a queue management system can improve the customer experience. Well in order to understand it completely we have to understand all direct and indirect impact of a queue management system on the operations, service delivery and customer’s satisfaction. Everyone wants a satisfied and happy customer. Everyone is willing to go the extra mile to make their customers happy and satisfied. It is not entirely about the resources and labour you are investing but it is majorly on the strategy and effectiveness of your strategy. The best to get started with is your customer flow management or commonly known as a queue management system (QMS). Here are a few benefits of a queuing solution that could effectively improve your customer’s experience as well as brings other benefits too:

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Organized Customer Flow Management

If you are not using a digital customer flow management solution then most of the energy and efforts of your staff and servers will be consumed in managing the customers and visitors manually because in that case, there would be a lot of confusions among the visitors and customers, people could even end up on being a wrong queue entirely and a lot many such problems. But with an effective digital queue management system you can easily avoid all that, you can reduce the workload of your staff as well which will improve their work efficiency and you can easily satisfy your customers and visitors.

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Reduced Wait Time

As soon as you start organizing the customer flow with a queue management system you will notice a sharp decline in the wait time. As all the people are organized and the staff is managing them with more ease and comfort, their service delivery time will automatically reduce hence each customer and visitor will have to wait for less. No worry about line jumpers or any mismanagement during the queue. Everything is organized and well-controlled and monitored by the staff. The wait time is a huge cause of customer dissatisfaction. As no one wants to wait in a long queue, no one likes to wait for hours to get a service and as soon as you started getting happy or calm customers at the counters they will behave more cooperative with the staff and more understanding. Which itself is an indicator of improved customer experience.

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Automatic Customer Journey Management

Another very advanced feature of the RSI Queue Management System is that it allows organizations to automatically manage the customer journey. Customer journey management plays a great role in improving the customer experience. For example, if you have multiple counters, with multiple agents, and most often business has dedicated counters for dedicated services too. Or in some cases, some counters are exclusive to certain customers, for example, disabled customers and visitors, VIP customers, or priority customers. Another example is if service delivery is done through multiple counters, for example, at one counter you pay the fee and from the other counter you do the data entry, get the service done, or the service itself requires two or more counters to get a complete service delivery done.

All these scenarios can be automated using our RSI Queue Management System. Another most often requested feature from our Dubai, UAE based customers is that the Queuing System should automatically reroute the customers to the vacant counter. Our Queue Management System is fully equipped to handle all those scenarios with a very flexible and administrative control panel to further enable the business to utilize the features as per their policies and needs. This automatic customer journey management helps further reducing the wait time and improve service delivery efficiency. Which improves the customer experience and also reduce the workload of the staff.

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Improve the Waiting Area Experience

RSI Queue Management System comes with in-built additional controls for the digital signage application. This allows the organizations to actively play multi-media content on the large screens which are traditionally used only for displaying the ticketing information. RSI Queue Management System enables the organizations to display the updated ticketing information automatically in real-time along with some multi-media content as well. The effect of multi-media content is that it helps reduce the stress of waiting and the visitors and customers can spend their time while watching interesting videos or adverts along with the updated ticketing information. Which also let them see their token number approaching quickly. It also helps to reduce stress and calm them.

Another great feature of our Queue Management System is that it also prints the estimated time to turn on the token or ticket. Which itself has a great psychological effect on the customer’s mind as waiting for a known time is less stressful than waiting for an unknown time. The multi-lingual audio announcements also keep the customer engaged and reduce the effects of waiting. Collectively these all features make the waiting time experience more comfortable and relaxing than any other traditional queuing solutions.

See More: Complete guide to Queue Management Systems in Dubai

Provide Remote Sign-Ups or Virtual Queuing

RSI Queue Management System have another great modular component which enables the business to offer virtual queuing and remote sign-up facility. The remote sign-up means that a customer can enrol on a physical queue without being physically present in the queue. This is a huge leap in customer experience and customer journey improvement. The customer does not have to physically appear at the branch to enrol in a particular queue but it can be done remotely either from the comfort of their home or office or while travelling towards the branch sitting in their car. There are so many different approaches that are being used by our customers in Dubai, UAE such as SMS, Email, Call, Smartphone Applications, Website or Online Customer Portals, etc.

It provides freedom and the customers know when they should arrive, in some mediums the business can even provide full real-time updates of the ongoing queues and much more. Which really improves the customer experience. This could literally reduce the wait time to zero, as the customer can only arrive at the very exact time of their turn and still get served. This not only helps the customers but it also helps the businesses and organizations a lot, they don’t have to worry about crowd forming in their waiting areas and they don’t have to allocate more resources to manage a large number of people in the waiting area and so on and so forth.

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Smartphone Applications

RSI Queue Management System is fully equipped with smartphone applications as well for both Android and Apple iOS. This could be a great competitive edge for the business and organizations in Dubai, UAE. As we all know the general population in Dubai, UAE spends a lot of time on their smartphone devices. Which makes it a great platform to communicate and facilitate your customers. The smartphone applications can help the customers and visitors to utilize the virtual queuing, sign-up for a queue remotely, use the nearest branch locator, compare the estimated time at various branches and choose the one with the lowest wait-time and much more.

The customers can get real-time updates of the ongoing queues and reminders and notifications about their turn. It can also enable them to schedule their visit on a particular date or time if available and a lot more. The business can even utilize smartphone applications to ask their customers and visitors for their feedback which is a very valuable business intelligence asset. These features not only improve the customer experience but also improve the brand image and reputation. Such facilities and services help organizations to build trust among their customers and improve customer retention.

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RSI Queue Management System and Social Distancing

Another great advancement in RSI Queue Management System is its ability to support the organizations in actively implementing the social distancing. As we all know it is mandatory at all public places and the governments of Dubai and UAE have zero-tolerance policies towards social distancing. Apart from government enforcements, it is our moral duty to strictly abide by the social distancing laws. RSI Queue Management System can help businesses to easily control the number of people on the premises by controlling and limiting the number of active queues automatically. All you need is to do an initial setup and the rest will be taken care of by the system. This not only reduces the workload of the staff but it also ensure the customer’s safety and health as well as of the staff.

See More: How queue management system used in social distancing?

Conclusion

RSI Queue Management System is a result of continuous research and development for the past decade. We have established a vast spectrum of the portfolio with a variety of products and specialized solutions for different industry sectors. RSI Queue Management System can drastically change the way you handle your customers. The core features and functionalities are designed to support the business in implementing its customer satisfaction policies. Our queuing solutions not only improve the customer experience and customer journey but also allow the business to collect valuable business intelligence with could help them further optimizing their services and service delivery mechanisms. Whether it is virtual queuing, online booking and appointments, smartphone applications or customer feedback the RSI Queue Management System support a unified solution for all those problems. Our systems are capable of significantly reducing the wait time and workload of the staff. The reduction in wait time makes your customers happy and the reduction in the workload of your staff enables them to work with their maximum potential and efficiency which ultimately also results in satisfied customers.

Feel free to leave us a comment in the comment box below or contact us through our Contact Us page if you need a quote or just want a consultation for your requirements. We would be happy to help.

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January 19, 2021

5 Tricks to Quickly Serve Customers Using Queuing System

In the modern world not only attracting more customers is difficult but sustaining the existing customers could also be a hectic job. A digital queue management solution and a queuing system could help you in both. We are living in a very advance society in Dubai, UAE. The technology is bringing innovation and convenience in all areas of life. The standards and lifestyle of common people are way too higher than any other part of the world. This lead to a trend of very higher expectations, which makes the customer satisfaction way too difficult. The customers are too sensitive and the competition is high, people don’t think twice to reach out to a new service provider. This makes it extremely important to serve your customers as per their expectations and make them happy.

The queue management solutions and queuing systems are helping out organizations and businesses to enhance customer experience and to increase customer satisfaction. An intelligent queuing solution when coupled with a sensible strategy could do wonder for the organizations and businesses. In this blog, we will discuss 5 tricks to quickly serve your customers using a queuing system.

1. Implement a Suitable Queuing System

Implementing a suitable queuing system could increase its efficiency by double. Businesses should only implement a specifically designed queue management system which could serve their specific needs. There are so many queue management systems available in the market. In order to choose a suitable queue management system for your business you first need to determine the following:

How many customers do you serve on daily bases?
How many customers do you serve in busy hours?
How many counters do you have?
How much space do you have in the waiting area?
Do you provide full service at a single counter? Or at multiple counters?
What are your objectives and goals for implementing a digital queue management solution?

These answers are very important in determining what type of queue management system will work better for you. It is always better to implement a customized solution. You can always consult a professional queue management system provider in Dubai, UAE such as RSI Concepts to assist you in implementing a suitable queuing system for your specific needs. An efficient digital queue management system can reduce the wait time and improve service delivery efficiency.

2. Offer Mobile Apps and Remote Sign-ups

Mobile apps and remote sign-ups are a great way of reducing the wait time. The mobile apps will allow the customers to remotely sign-up for the queue even before arriving at the branch or office. The smartphone applications are a very capable tool, businesses can use them to not only reduce the wait time but to also reduce the workload from the serving staff, which automatically results in quicker service delivery time. The smartphone apps and remote sign-ups allow the management to effectively handle the visitors and on-site customer flow. Which also results in the more managed queue and hence results in quicker service delivery.

3. Direct Customers and Visitors to the Right Person

The queue management systems also allow the management and staff to distribute the workload as per the expertise and ease of the serving staff. This leads to reduce wait time and due to the limited scope of the services, the staff also remained focused and serve better. This could significantly reduce the delivery time and make the service delivery process quicker. Routing the customers to their relevant counters the management can easily manage them in the premises. Routing also helps to maintain a great user experience and increasing customer happiness by reducing the wait time and service delivery time.

In case if complete service delivery is done through multiple counters, then having this feature helps a lot. The queue management system can automatically route each customer or visitor to the appropriate server, which reduces the wait time, allow efficient customer flow management and it also helps to reduce the workload of the servers, which also results in good customer experience and reduced service delivery wait time.

4. Automate the Customer Routing via Queue Management System

Automation always saves time and increase efficiency. By automating the customer flow and customer routing you can further improve the service delivery and reduce the time. But this is only applicable to certain scenarios. For example, your service delivery is done through multiple counters. In that case, the queue management system should be intelligently programmed to route the customers to the counters having less load. This will also reduce the wait time and it will improve service delivery efficiency. Another example of such scenarios is that, if a business is offering multiple services and there are different counters or a set of the counter is assigned to each service, in that case, the counter with less customers, should be utilized to distribute the customer flow from the busy counters to reduce the wait time and the service delivery time.

5. Gather Statistical and Usage Data and Measure KPIs

Another very useful feature of a digital queuing system is that it provides very detailed business insight. The businesses can collect system usage data, which can help the management in making decisions to further improve the service delivery mechanisms. The detailed statistical and analytical reports allow the management to gather valuable business intelligence. Some of the advance queue management solutions also allow integrating some customer/visitor feedback collecting tools. Which also provide great first-hand user feedback. The businesses can easily get information such as:

Daily footfall
Peak Hours
Peak Day
Busy Counters
Most Used Services
Average Time consumed by each service delivery
Agent’s performance
Remote Sign-up, In-premises Sign-ups, Kiosk Usage
Average Wait Time
Direct Customer/Visitor Feedback

These are only a few stats that are available by default in most of the digital queue management systems and solutions. There are so many other things which can be added to improve monitoring and business intelligence in any queuing system. Collectively these all inputs help management in taking decisions to improve the service delivery time, reduce the wait time, and improve customer satisfaction.

Conclusion

The queue management systems are becoming a necessity in all type of service-based industries. Whether it is a bank, a public office, retail sector, transportation, hospitals and clinics, hospitality sector, HR Departments, libraries, educational institutes, or any other industry which provides services through their counters, and the customer or visitor should have to visit a branch or office to avail the service. Each and every customer support sector requires efficient customer flow management, which is only possible if you have implemented some digital queue management solution.

Reducing wait time, improving service delivery, increasing customer happiness is the key to success these days. If you are operating in Dubai, UAE or any other GCC country, you should be aware of two things; one the competition and second the customer’s expectations. The higher living standards, tougher competition, higher government standards, each and everything ensures a high-quality product or service to the customers. The United Arab Emirates is also known for its higher acceptance level for innovation and technological advancements. Collectively these all factors not only push the organizations and businesses to continuously improve their products and services but these factors also raised the expectations of the customers.

If you want to grow you should be able to meet the customer’s expectations. You should be able to provide a unique customer experience in your branch or office and you should also have to ensure quickest service delivery which is only possible if you use an efficient queuing system to manage your customer flow. It is always good to consult with a professional queue management system and solution provider, such as RSI Concepts. Feel free to reach us out through the below comment box, or contact us through our Contact Us page.

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December 9, 2020

How Queue Management System Helps to Provide Better Customer Service

Before we jump into the topic “How queue management system helps to provide better customer service” we should discuss why good customer service and customer experience is important for a business. In modern society the market is completely changed, all the 2 decades-old books and materials are somehow unable to define today’s market trends and customer behaviour. Today a customer has tens of options to choose from, online marketing, social media and platforms have their impact too. Having a wonderful customer experience and a great customer service delivery is so critical to sustaining a loyal customer base which ensures steady growth.

If a customer is repeatedly getting annoyed from your services delivery mechanisms and their experience at the branch the chances are very high that they will switch to another service provider, even if they might have to travel a bit more to reach the branch and they might have to pay a bit extra, they will going to do that. So, customer service delivery experience is critical for your business.

How Queue Management System Improves Customer Service Delivery Experience?

Now, how come a queue management system can help to provide better customer service and a great customer experience? Well, the answer is quite simple, less wait time, and fast service delivery makes an excellent customer experience. No one likes to stand in the long queues, with the help of a queue management system your customers can sit calmly in the waiting area until their turn comes, this also opens a door to a wider range of activities that can help you to engage your customers to make the waiting time more pleasant and easy. You can also market new products and services using wide screens, print media and much more.

How Queue Management System Reduces Wait Time?

By managing the customer flow effectively a queue management system can reduce the wait time by 20% to 60% in various applications. The queue management systems can automatically route the visitors to their designated server/counter, in case if a customer mistakenly got a queue for the wrong service than the service delivery agent can immediately put them in the correct queue and they don’t have to wait again. The queue management system can automatically call in the next customer when a counter got free, this also saves a lot of time. The customers/visitors feel more comfortable if an estimated time to their turn is provided, this also reduces the frustration of waiting for an unknown time period.

Queue Management System provides an Opportunity to Communicate

Large screens and multimedia displays are an essential part of a queue management system. These screens have the ability to not only display the queuing data but also a large space for the marketing and informational content to be presented directly to the customers in the waiting area. As customers/visitors more often look at the screen to see what token number is currently serving and when their turn is expected so, any type of content on that screen or next to that screen will automatically get their attention. Businesses can provide information that can help their customers or adverts for their new products/services or latest offers. This is not only good for generating more leads, but it also reduce the frustration of waiting time.

Queue Management System Improves Service Quality

It is very obvious that if a customer reaches to a counter with the frustration of long wait time or any such inconvenience, they will be stressed out, hence they will be less understanding and less tolerated. Which could also impact on their interaction with the server or agent. But if a customer/visitor had a good time and less hustle in waiting then they will be calm and happy while they reach to the counter. This will automatically create a positive environment and the service quality will be improved automatically. A good customer flow management also ensures less burden on the serving staff and agents, which also ensures good interaction with the customers. Hence the service quality improves.

Conclusion

A queue management system helps to provide better customer service by reducing the wait time, improving the customer flow, enhancing the customer experience and reducing the workload of the agents/servers. It also provides businesses with an opportunity to improve the waiting time experienced by offering interesting/relevant information and marketing content along with the queuing details. Which also minimizes the wait time effects. Queue management systems not only improve the customer journey and service quality but it also provides vital statistical and usage data. This data can be used to make decisions to further improve customer experience and service quality.

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