objectives of queue management system Archives - Page 2 of 2 - RSI Concepts - Top IT Solution Provider Company in Dubai, UAE

June 16, 2021June 16, 2021

What are advance components of Queue Management System?

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

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

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

How does a Queue Management System work?

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

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

Here are the advanced components of the queue management system:

What is a Queue Management System Software?

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

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

Customer/Visitor Interface via Self Service Interactive Kiosk

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

Queuing Information and Announcements

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

Agents/Servers Interface

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

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

Administrative Dashboard or Control Panel

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

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

Virtual Queuing Module

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

Social Distancing Enabled Queue Management System

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

Queue Management System Integration

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

Read More: What is Queue Management System?

Queue Management System Hardware

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

Here are the details of some most popular hardware component:

Interactive Kiosk or Ticket Dispensing Machine

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

Digital Signage and Display Screens

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

Customer Feedback System

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

Advance Hardware Accessories for Queue Management System

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

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

Emirates ID Card Scanner or Reader

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

Facial Detection & IRIS Scanners

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

Voice Assistant

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

Conclusion

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

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

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

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

June 7, 2021September 7, 2021

What are the Basic Components of Queue Management System?

Queue Management System is a great tool to improve customer experience and staff efficiency. Businesses can significantly reduce the wait time and improve the customer experience by installing a queue management system. As there are so many different types of queuing solutions available in Dubai, UAE, businesses often get confused while acquiring a queue management system. The reason for this blog is to explain the basic system components of a queue management system to let our audience and customers be familiar with the technology and its functions. There are so many different types of queue management systems, some are generic and can be used in almost all sorts of applications. However, some are purpose-made or only made for particular industries. Whatever the case is the core of the system and its components remain the same.

Basic Components of Queue Management System

The two major parts of a queue management system are the software and the hardware. Here is a list of both software and hardware components of a basic queuing system:

Queue Management System Software Components
1. Admin Dashboard
2. Agent Dashboard
3. Customer Interface
4. Data Analytical Engine
5. Reports, Stats& KPIs
Queue Management System Hardware Components
1. Interactive Kiosk/Ticket Dispensing Machine
2. Digital Signage Screens
3. Counter Plates/Screens and Signs
4. Announcement System

Queue Management System Software

A queue management system software is a server-side application with multiple interfaces for each system user. This means that all the computing, logic, and data processing is done on the server. Usually, the interfaces are built as web apps or web-based interfaces. There are different technologies used to build the server-side application. However, the main mechanism and functioning remain the same.

Here are the queue management system software components:

1. Admin Dashboard

The Admin Dashboard is also referred to as back-office or more commonly known in Dubai and UAE as the administrative control panel. This is the main management interface of the system. The management can control various features and configurations from this interface. This panel can also provide real-time monitoring and administrative control of all the connected branches. The administrative hierarchy with access and authentication rights can be allotted using this panel to managers and staff responsible for different operations. New administrative system users can be created and managed through this panel.

2. Agent Dashboard

The agent dashboard is the interface used by the agents and servers. This interface provides all the required information along with the queuing controls and management. A queue management system can be integrated with other internal systems and tools to further expedite the service delivery process. The server or agent dashboard is the interface where all the information can be fetched or can be pushed through as well. Usually, businesses only ask for queuing controls but this is indeed a very useful interface and can be customized to improve the staff efficiency as well as customer experience.

3. Customer Interface

A customer interface is an interface where the customer directly interacts with the queue management system. The core functionality of the customer interface is only to allow customers to sign-up for the queue. In Dubai and other parts of the UAE, we mainly see queue management systems with a ticket dispensing kiosk machine. The interface is usually touch-based with multilingual support. The touch screen kiosks are very good at providing easy interaction. Customers can easily choose the service they want to avail and the QMS will sign them up for the required queue.

4. Data Analytical Engine

The data analytical engine is basically the ability of the software to capture data from multiple interaction points and also data coming from various other inputs. For example in most cases the businesses these days like to integrate a customer feedback system with the queue management system to collect direct customer feedback. The data analytical engine’s responsibility is to process all the incoming data in a predefined way to generate analysis and summaries. This analysis and summaries will be later utilized by the reporting module to generate various types of reports. The data analytical engine is a kind of virtual feature and is not visible for any system user. In fact, it is a background process.

5. Reports, Stats, and KPIs

Once the data has been processed through the data analytical engine, it is ready to process in the form of reports. These reports help the management to understand the performance and progress of various business processes and it help them building future strategies and policies. The queue management system collects various types of system usage information and statistical data which can be utilized in reports. The KPIs or Key Performance Indicators are being used to monitor and measure the performance of the staff as well as of various business processes to easily identify the areas of improvement.

Queue Management System Hardware Components

The hardware part of a queue management system is very simple. It includes basic components that support the software to let various types of interactions with the system. Mainly most of the hardware components are meant for the customers and visitors. The hardware components not only help to manage the customer flow but are also very helpful in improving the customer experience.

Here are the queue management system hardware components:

1. Interactive Kiosk/Ticket Dispensing Machine

The interactive Kiosk or Ticket Dispensing Machine is the very first interaction of the customer or visitor with the queue management system. Usually, touch screen interactive kiosks are being used to serve queuing tickets and let the user sign-up for their required queue. The interactive kiosk is the most widely used hardware, it is very convenient and easy to use. It allows a customer or visitors to navigate to their required service easily by tapping a few buttons on the touch screen. Then it dispenses the ticket for the selected queue/service.

2. Digital Signage Screen

The digital signage screens are large displays placed in certain locations to make them visible for all the customers and visitors inside the premises. The display screens are an essential part of a queue management system as they are being used to display the real-time queuing status and other information. The announcements are also made on these displays. Apart from that these large screens are also used to play content and adverts. This technique helps to reduce the stress of waiting by playing media and displaying constant updates they keep the customers engaged and busy.

3. Counter Plates/Screens and Signs

There are several hardware accessories that can be used with a queue management system however in a basic QMS setup we use only a few accessories such as the counter plates or counter screens and maybe a few digital signs too to routing the customers. It depends upon the service types, premises, and the service delivery process. The counter screens and counter plates are used to mark the counters, the screen can display the ticket number along with the counter number, which is very helpful for customers to easily reach their allotted counter.

4. Announcement System

The announcement system is an essential part of any queue management system. If the waiting area is small and we have enough digital signage screens, the built-in speakers can be used too, else there has to be a dedicated sound system to make audio announcements for customer calls. It is due to the fact that when people are waiting in the waiting area, they might get distracted by several things, such as they are talking, or on the phone or reading or any such thing. Here in Dubai and UAE usually bilingual audio announcement systems are used.

How does a Queue Management System Works?

The process is very simple and easy as the queue management systems are designed to reduce the customer wait and difficulty in availing the service as well as to improve the work efficiency and productivity of the employees as well. The workflow is as follow:

Step 1: Customer or visitor sign up for the queue

Step 2: Customers are requested to wait in the waiting area

Step 3: Customer is being called to arrive at a certain counter

Step 4: The service has been delivered (in case of stepped service, the customer can be directed to the next counter or waiting area accordingly)

Step 5: Customers are being provided with an option to submit feedback before they leave, or they simply left without providing any feedback

This is the customer journey through a queue management system. However, in the background, the queue management system keeps gathering stats and business intelligence too. Which is being transmitted to the management and/or to the head office in real-time. This data captured from different touchpoints and KPIs can be further analyzed and processed to compile actionable reports. The management can utilize these reports to take future decisions and make new policies to improve service delivery processes and also the services. This can help businesses to improve customer experience, customer journey, and customer retention. Which is necessary for steady growth.

Conclusion

The queue management systems are extremely effective and are playing a vital role in many industries. It is important for businesses to understand the actual technology and its operation before opting for any digital queue management system or customer flow management system. Even a very basic queue management system comes with a very powerful software tool and supportive hardware to significantly transform the customer journey and customer experience. The queuing solutions are also very helpful in reducing the workload of the staff and the servers, which can significantly improve their work efficiency. The KPIs, reporting module, and data analytical engine provide great business intelligence. Which can be utilized by the management to identify the areas of improvement and to make future policies and strategies. Customer retention helps improving customer loyalty. If a business has a loyal clientele, it can easily build a strong and positive brand image, which is also very helpful in generating new leads. Positive brand identity also helps improving conversion rates of marketing efforts.

Altogether the benefits of a queue management system are staggering and businesses can gain a lot by only commissioning a very basic queue management system. RSI Concepts is specialized in Queuing Solutions, we have a variety of queue management systems that can provide you a great competitive edge. If you want to request a quote or just need consultation, feel free to reach us out through our Contact Us page or leave a comment below and we will get back to you soon.

Check out this: What is Queue Management System?

May 23, 2021October 20, 2022

What is Queue Management? Beginner’s Guide to Queuing Systems

A queue management system is a combination of tools both hardware and software and is being used to effectively manage and monitor the customer flow and to improve the customers’ experience and journey. As technology has advanced rapidly in the past few years so do the queue management systems too. These days there are so many different types of queue management systems some of them are generic and can be installed in all sorts of scenarios and some of them are purpose-made and have very specific utility. The primary objective of a queue management system is enabling the businesses to improve customer satisfaction by offering them a quicker and better customer journey and the secondary objective is to enable the servers/agents to serve more customers in a single shift to preserve resources and to improve productivity and profitability. This blog will be a complete guide to queue management systems for businesses and organizations operating in Dubai, UAE.

The earlier forms of the queue management systems were very simple and only help businesses and organizations to sort out the customers and manage the queues digitally to avoid manual work and problems related to manual management. But these days businesses and organizations want to manage and improve the customer experience from pre-sale or pre-arrival to post-sale or after-sale activities as well. The entire customer journey is managed and transformed to achieve higher customer satisfaction to ensure profitability and growth. Happy customers are the best for business, a happy customer will come back to you, they will tell others about your business and services and their experience. Whereas unhappy customers are very bad for business, they might not return, and they will definitely tell others about their bad experience. This could make a huge difference. Especially in service-based industries, the business’s success is majorly relying on customers’ happiness and satisfaction.

See More: Queue Management System Problems and Solutions in Dubai, UAE

How does a Queue Management System Work?

The basic operation of a queue management system is very simple. It can be defined in a few short steps:

Step 1: Customer or Visitor Arrive at the Business

Step 2: Sign-up for the Queue (usually by getting a ticket)

Step 3: Wait in the waiting area or actual queue till their turn

Step 4: Arrive at the counter when their number came

Step 5: Get the service and leave (happily)

However the queuing process has evolved into multiple different forms, there are so many different queuing approaches that businesses and organizations take to improve their customer experience as per their scenario and strategy or as per the services they are offering.

However, these days there are a lot many different types of queue management systems that basically follow the same principle but the methods could be different. For example, the virtual queue management system enables the customers and visitors to sign-up for the queue even before arriving at the branch via various different means such as call, email, SMS, smartphone application, online via the website, or customer web portals, etc. Moreover, these days QR Code based queue management systems are gaining popularity in the retail sector, customers and visitors can arrive at the retail store or outlet and sign-up by scanning a QR Code and the system provides them with a mobile ticket. All the information, updates and customer call is done using smartphones.

See More: What are the Benefits of Queue Management System using Mobile Apps?

There are so many different methods to achieve the above-mentioned customer flow sequence. There is a wide range of purpose-made queue management systems available too. Mid-size and large businesses, enterprises, and public offices are leaning towards a customized queue management system to have more control over the customer journey. As in Dubai, UAE, and other parts of the GCC as well, the enterprises and businesses are heavily emphasizing adopting good practices to improve the customer journey and customer experience to improve customer satisfaction and customer retention.

What are the Types or Classifications of Different Queuing Modes?

There are basically 4 major classifications or modes of queuing and on the basis of these queuing methods, a business can easily select an appropriate type of queue management system required for their needs. These classifications or types are defined on the basis of the actual infrastructure or setup of the facility, for example, how many counters a business have, how many services are being offered and how single service delivery is done, and so on. I have discussed those types in my previous blog related to queue management system hardware components as well. Here are the classifications or modes of modern queuing:

1. Single Phase Single Channel

This setup means that there is only a single counter or server that can deliver the full service to a single customer at a time. This is the most widely used setup in customer support and customer happiness centers. A customer is only required to arrive at a single counter to get the service or all of the required service. All of the agents and servers are trained to provide all offered services.

2. Multi-Phase Single Channel

This setup indicates a single service delivery requires multiple phases or steps to get completed. A customer will have to go to multiple counters/servers to get a full service done. The topic suggests there would be only one counter for each phase of the service delivery and the customer will move linearly from 1^st step to the last. However, mostly these days there are multiple counters for each step or phase of the service, and the overall customer load is divided among all subsequent counters to reduce wait time.

3. Single Phase Multi-Channel

This business model suggests that there are multiple counters and servers who can cater a single service and the customers are divided among all available counters and can be routed to any available counter and the service will be delivered. This is the most popular scenario among telecom, customer support and service centers and usually, there are multiple services but all counter/server are trained to delivery any service a customer need. Hence a customer will have to reach only one counter to get the full service.

4. Multi-Phase Multi-Channel

This setup is for the services which require multiple counters or a service that can only be delivered through multiple steps and for each step of the service multiple counters and servers are available and the queue management system will automatically divert the traffic to the vacant counter as per the queue to reduce the service delivery time. Such setups are usually common at immigration services, government offices, service providers, and healthcare facilities. Usually, such setup is being used by large corporations, enterprises, government offices, and healthcare facilities.

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

Some of our customers and audience ask us “How to choose the best queue management system?” Well! That is the reason I have repeated the above classifications in this blog to let them decide which queuing model will work for them.

What are the Basic Components of a Queue Management System?

With the evolution of technology and the market’s trends businesses are focusing on implementing queue management systems that not only help them efficiently manage the customer flow but allow them to completely control the customer journey, improve their monitoring capabilities, introduce new innovations, and gather critical business intelligence. You must be thinking that is a lot for a simple business tool that is meant to streamline customer flow! No, you are wrong, the queue management systems have also evolved and become much more sophisticated and efficient in achieving those goals than ever before. However, the major two parts of a queue management system are the software and the hardware:

Queue Management System Hardware

The Queue Management System hardware is very simple and based on the most widely available technology which is another reason for the cost-effectiveness of the system. Another great advantage of utilizing a widely available technology is the ease of implementation, longevity, and low-cost maintenance. Here is a list of all basic hardware components that form a queue management system:

Ticket Dispensing Kiosk
Counter Displays/Counter Plates
Digital Signage
Audio Visual Announcements
Signboards/Signs or Digital Signs
Stanchions and Belt Barriers

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

Although these are just the basic QMS system components required to form a queue management system, however, there is a huge variety of hardware accessories and add-ons that are being utilized to further improve the efficiency of the system and the service delivery mechanisms. In some cases, there are devices such as touch screens and tablets that are being used to collect customer feedback. The interactive kiosk used for ticket dispensing is built with a basic computer in it, and it means that we can install so many other hardware accessories to further improve the customer experience and customer journey.

For example, Emirates ID Card Scanners or Passport Scanners can be used to fetch the basic data for each customer when they will arrive at the counter which will further make the service delivery fast as all the information required would be available for the agents who are serving the customers. This is just an example there are so many other possibilities that can help businesses to improve customer satisfaction and happiness and also allow them for better business intelligence gathering and performance monitoring.

Queue Management System Software

The queue management system software consists of two parts, one is the server-side application which provides an administrative interface and the second part is the agent interface. The agent interface is fairly simpler and provides basic controls and information about the queues and customer flow controls. However, these days, the agent portal can be customized as well as the administrative dashboard. The customization is being offered by almost all major queue management system suppliers in Dubai and all across the UAE. The main reason why businesses and organizations are seeking customization is to further achieve more control over the customer journey, customer flow, and monitoring.

Here are the basic components of the queue management system software:

Queue Management System Server Software
Agent Dashboard
Admin Dashboard
System Integration
Customer Interface (Multi-lingual)
Data Analytical and Reporting

See More: How a KPI Software can help provide better Customer Journey?

Monitoring and Business Intelligence are essential for any business to ensure steady growth and happy customers. Our Queue Management System comes with in-built KPIs (key performance indicators) and very reliable monitoring tools. Furthermore, the system can be customized to provide more in-depth monitoring and data collection. Here I would like to mention that data collection is important but without data analysis and reports in a simple, plain and understandable manners are extremely important for decision making and strategy formation. A queue management system must be capable of analyzing, processing, and presenting the data in actionable reports and desired formats which can help the management to take decisions and to easily identify the areas of improvement. This will help businesses and organizations to take steps and actions to improve the customer experience.

Another great feature of our Queue Management System is that it is very flexible towards integration with other business tools and enterprise solutions. The RSI QMS also supports extended levels of customization which no other queue management system in the market supports. The upgrade and modifications are also cost-effective and relatively easier. These features help the organizations to tap in the data from other systems or centralized information centers and vice versa. A tailor-made queue management system leads to automation and digitalization which results in greater efficiency and productivity of the queue management system.

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

What are the Benefits of a Queue Management System?

A queue management system is very effective and has become an essential part of customer satisfaction strategies these days. The core objective of a queue management system is to resolve the customer flow management-related problem, which helps businesses to enhance the customer experience and to offer a unique and attractive customer journey that results in satisfied customers. Another additional benefit includes monitoring and business intelligence gathering. Collectively all these benefits let the businesses and organizations sustain more customers and increase customer loyalty. Once that is achieved the road to steady growth is quite easy. This is why the businesses are adopting queuing solutions and the queue management system industry is emerging as a rapidly growing industry with huge future potential.

Here are some benefits of having a queue management system:

Reduce Customer Wait Time
Improve Customer’s Waiting Experience
Improve Customer Journey
Achieve total or semi-automation to reduce employee’s workload
Monitor and measure system’s and employee’s performance
Collect Customer Feedback and/or Measure Customer Satisfaction
Improve Business Practices on the basis of analytical data and KPIs
Integrate and Synchronize Data with other Corporate Tools and Systems
Real-time Monitoring, Reporting, Alerts, Notification, and Stats
Integrate Various Hardware to Improve Service Delivery

These are just some of the most common benefits a business can get with a queue management system. With the added benefits of customization and purpose-made queue management systems, businesses can easily achieve the highest productivity.

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

Apart from the direct impacts of a queue management system on customer satisfaction and customer happiness, it also helps businesses in improving the factors that contribute to improving customer experience and customer journey. For example, a queue management system is a great aid to the staff and agents/servers who are directly interacting with the customer and visitors. With that additional aid, the employees can easily focus on customer experience and improving service delivery and service quality rather than wasting their energies on manual processes and manually handling the visitors and customers. Less work strain leads to improved morale and working environment which ultimately contributes to improving customer experience and customer satisfaction.

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

Conclusion

In a modern-day world for businesses and organizations who are receiving customers and guests to their premises and offices, a queue management system is a great tool to improve the overall environment for both the customers and the employees as well. It provides great support by automation and aiding the employees in handling customer flow. A queue management system can provide basic KPIs (key performance indicators) along with the ability to couple with any Enterprise Performance Management System or Employee Performance Management System to further assist the management with accurate measurement and monitoring of the entire interaction of the brand with its customer. Businesses and organizations can have more control and flexibility to model their unique and attractive customer journey.

Furthermore, a queue management system provides a deep insight into relevant business processes, employee performance, and overall customer experience. The system is capable of gathering comprehensive business insight along with direct customer feedback. In our Queue Management System, the in-built statistical and analytical engine generates a multitude of reports for various levels of the management which let them understand the overall performance immediately. These reports and analytical data also help businesses and organizations to identify the areas of improvement. The business and organizations can have a great opportunity to understand their customers and to take steps to improve their business processes and products and services.

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

With the advantage of technology and added benefits of a queue management system businesses and organizations can easily aim and achieve their targets and objectives. The queuing solutions are very cost-effective. The initial cost is low, the technology is long-lasting, easy to upgrade, easy to repurpose, and ideal for improving customer satisfaction. A satisfied customer will remain loyal to the business. With the marketing efforts and a strong asset of loyal customers, a business or organization can ensure steady growth and greater profitability. RSI Concepts is a leading queue management system provider in Dubai, UAE, and all across the GCC. If you have an inquiry or need any assistance please feel free to reach us out through our Contact Us page or leave a comment below.

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

April 21, 2021

What are the Different Types of Queue Management System?

All sort of service-based industries is always seeking ways to improve customer experience and customer journey at their businesses or offices or customer centres. Satisfied customers mean a good brand reputation and more customer retention, which ultimately lead to steady business growth. The best way is to streamline your customer flow with a digital queue management system. In Dubai, UAE if a brand has a physical interaction with its customers and visitors, a queue management system is a must. No matter how small or how large a business is if they are interacting with customers and visitors at their premises then having a queue management system is a norm these days. The customers and visitors also expect a queue management system rather than long queues controlled by the staff manually. The queue management systems are built for certain scenarios as well as general-purpose, and the technology used to build the queuing systems is also widely available, which leads to too many innovations and types of the queue management system. This sometimes makes it difficult for some businesses to select the most efficient queue management system that can fulfil their needs.

See More: The Leading Queue Management System Provider in UAE

That is the reason we decided to write about it. This blog is a definitive guide to queue management systems. Here are some different types of the queue management system:

Linear Queuing

Linear queuing or linear queue management system is the most basic type of customer flow management. It is a first come first serve type of queuing. And is considered to be the oldest and most commonly used method to handle the queues. It consists of a single line and a single server. Although the server could be more too and the lines could be in parallel. Usually, this kind of queuing is used to maximize the throughput of the customer service centre. The Firs-In-First-Out or FIFO approach is the best for small delivery time-based services or quicker services. Mostly small service centres with fewer customers utilize linear queuing to maximize the efficiency of the system and the infrastructure.

Linear queuing is the most basic type of queue management systems and it also requires fewer system components and less sophistication. Multiple lines can be segregated on the basis of their required service, the queue management system enables the customer to choose the service they want to avail. Most of the time in case linear queuing when implemented in a scenario where there are multiple services available, then multiple parallel lines can be created and the customers and visitors can be segregated on the basis of service they want to avail. For example, all the customers who availed service with the higher service delivery time should be put in the queue against a particular counter.

See More: What is Linear Queuing Queue Management System?

Non-linear Queuing

Mostly the service-based industries are relying on non-linear queuing. Usually when you have more than 4 counters and/or multiple services to serve then the non-linear queuing is proven to be much better than linear queuing. In non-linear queuing, for example; there are two counters for Service A and four counters for Service B. Service A requires around 10 minutes and service B requires around 20 minutes for single service delivery. The queue management system automatically directs the customers to their required service counter regardless of their time of arrival if their required counter is vacant they will be directed to that counter without any delay. This is how non-linear queuing works, there are certain variables and conditions that may apply to the customers to determine where would they get the service from and how long will it took them to get the service delivered.

All types of queuing come under the umbrella of non-linear queuing in which the first-come-first-serve rule is not followed. For example, the exclusive counters for VIP or Premium customers are also examples of non-linear queuing. Another very common example is the telecom customer support and service centres, which usually offers a variety of services, and almost all counters can provide all sort of services too. Yet some of the services are addressed quicker than the others, it depends upon the company policy, for example, we can say that the company want to prioritize new leads and prospects who choose to purchase a new plan or service and so on. These types of queuing are all non-linear queuing.

See More: Features of an efficient Queue Management System

Multi-Counter Queuing

Multi-counter queuing is a little bit complex than other linear and non-linear customer flow management. In multi-counter queuing a customer will have to reach multiple or more than one counters to get a complete service delivered. In multi-counter queuing multiple queues has to be managed in parallel to ensure a shorter wait time. For example visa &immigration services or a clinic or bank or anything, there are so many different applications of multi-counter queuing. In multi-counter queuing the customer signup for a queue and gets a ticket number, once their turn came they arrive at the first counter, where most data entry is done, or the service is initiated. Then they have been either given a new ticket number or the same will be reutilized for the next stop. The customer can be guided to the next counter with the help of different signage and direction pointers. Then the customer reached the second counter, the customer data and/or details can be automatically pushed to the next counter upon their arrival. This saves a lot of time and improves customer experience. Either the full service is delivered at the second counter or the customer could be directed to the next counter and so on. This is how a multi-counter queuing work.

See More: Benefits of Queue Management using Mobile Apps

Mobile Queuing

Mobile Queuing is aimed to improve the customer experience and customer journey by reducing wait time, preventing crowd formation in the waiting area, facilities to locate and reach the least busy branch, schedule a visit, customer feedback collection and contactless queuing experience. There is a lot more and the business and organizations can significantly improve customer satisfaction using a mobile application based queue management system. The customer journey can be improved by providing simple and basic features such as a branch locator, this feature helps the customers to locate the branches near them, the customer can also view the real-time stats of each branch and an estimated time of service delivery can also be provided. This way the customer can easily decide which branch they should go to to get the quickest service delivery.

This not only reduces the wait time but also helps to improve the customer journey as well. The customer can sign-up using their queue management system mobile application. The queue management system can also send push notifications, SMS and other alerts to inform the customer about their turn. This is a great queue management system feature that can help business to improve their customer journey. And it also enables the business and organizations to collect customer feedback via the same smartphone application, which can be later utilized to further improve the customer journey and customer experience.

See More: Benefits of Virtual Queue Management System

Virtual Queuing

Virtual Queuing is a queue management system that has the ability to allow the customers to sign-up for the queue without even being physically present in the queue. It not only enables a virtual sign-up but also provides the freedom of waiting anywhere even outside of the premises of the branch. Still, they can be served on their turn. Virtual queuing significantly improve the customer journey and customer experience. It also helps to reduce the workload of the staff and the management and there are very few chances of a crowd formation at the branch. These are the features that make it superior to other queue management system types. The customer can perform the tasks and monitor the queue progress on their smartphones or via a web portal or via SMS. The customer signup can be done via email, SMS, call, Smartphone Application or Online Portal/Website. The virtual queuing also reduce the workload of the staff which results in improved employee efficiency.

The virtual queue management systems support a lot of different methods to signup remotely. The most common methods are smartphone application and QR Code scan. The customer can log in to their smartphone application and then signup for the queue, or the customers can reach a branch and scan a QR Code which let them signup for the queue as well as also helps them getting access to the real-time live queue updates and status. Various types of notifications can be configured for the announcements and/or as a reminder for their turn. Virtual queuing can significantly reduce the wait time and automation also limits the resources required for customer flow management, which can save a lot of expenses. The system commissioning is fairly simpler and the ROI is excellent.

See More: 5 Features of Queue Management System

Online Appointment

The online appointment booking system is very common in the healthcare sectors. A lot many other industries are also utilizing the online appointment booking system. A queue management system can either be integrated with an existing online appointment booking or management system or an appointment booking module can also be provided packaged with the queue management system. The appointment booking system can be either provided by the smartphone application or by an online web portal. Mostly both methods are used. The customer have can access the appointment booking dashboard with or without logging in to the customer portal, or smartphone application or even via the website as well. The customer can choose a particular day and time of their choice, the system can provide them with the expected service delivery time, or the number of active queues at that particular time. A lot many other features can be provided too to further improve the customer experience.

The online appointment booking with queue management system not only helps reducing customer wait time and the service delivery time but it also reduces the workload of the staff and provides them with better control over the number of customer or visitors at any given point of time. The online appointment booking system also helps organizations to collect valuable data and other system stats even customer feedback too. This data is very helpful for business to take vital decisions and build up future strategies.

See More: Paperless Queue Management System – Dubai, UAE

Conclusion

These days not only in Dubai, UAE but all around the world, businesses are very concerned about their customer experience and customer journey. Especially in the competitive landscape, a proper queue management system can be a game-changer. The queue management system not only helps businesses in improving their customer experience and customer journey but also provides a vital business insight that can be utilized while making strategic decisions. Improved customer journey and customer experience results in better customer retention and increased sales. This ensures steady growth for the business. However, there are so many different types of queue management system and it is extremely important to understand which type is suitable for what kind of scenarios. Only a suitable queue management system can provide maximum efficiency and desired results.

There are basically two major classifications of the queue management systems, one is linear and the other is non-linear, the linear is first-come-first-served and all other types of the queue management system are considered to be non-linear. There are other types too which are based on the basis of service itself, whether the service requires a single counter, or multiple counters and so on. No matter whatever the scenario is a queue management system can be very helpful. We always suggest acquiring the services of a professional queue management system provider in Dubai, UAE such as RSI Concepts. We at RSI Concepts have helped hundreds of customers to achieve their business goals and objectives. Feel free to reach us out through our Contact Us page.

Check this out: Complete guide to Queue Management Systems in Dubai, UAE

March 15, 2021

Benefits of Virtual Queue Management System

The virtual queue management system allows the customer to sign-up for a virtual queue without being present at a physical spot in the actual queue. This provides the freedom of waiting anywhere rather than standing in the long queue or sitting inside the waiting area. As we know the COVID-19 situation in the past year had led to enormous changes in our business practices and also in our daily lives. Social distancing and other precautions have become a norm now. The entire world had adopted and accepted the new lifestyle, although the COVID-19 is about to end the health consciousness that we have developed will surely going to help us lead a healthy life. This also causes an irreversible change in the business practices and methodologies and of course these all factors have changed the customer’s expectations and demands.

Business and organizations are innovating new methods and adopting high-tech solutions to satisfy their customers. Dubai and overall UAE are considered to be the pioneer of introducing the technologically advanced solution to not only GCC but to the entire world. For example, the Dubai Government have recently introduced contactless immigration gates at Dubai Airport, the passengers can do the process without even taking out their passports and Emirate IDs, all is contact-less, thanks to the forward-thinking of our leaders and the government entities involved in ensuring public health and safety. This is a great example of utilizing technology for the betterment of humanity.

The virtual queue management system has also gained popularity and we are witnessing a huge rise is virtual queuing solutions all over the country. The main objective was of course to maximize the customer experience and to improve the customer journey but it is also helping the businesses and organizations to develop trust among the customer’s and visitor’s to encourage them to visit the branches and offices by offering them social distancing and controlled environment inside the branch to ensure the health and safety. These features along with additional tools are very helpful for organizations to improve their customer experience and collect business intelligence to understand the new trends their customers’ needs and expectations.

Here are some of the benefits of a virtual queue management system:

Easy Customer Flow Management with Virtual Queue Management

The virtual queue allows your customers and visitors to sign-up for the queue while being away from the branch or office. There are several methods that can be provided to enable this functionality. The main advantage of having a virtual queue option for the customer is that they don’t have to be physically present at the branch. This means the customers can wait anywhere they want, or simply they can arrive at the branch at the very exact time their turn is. This requires an intelligent software engine that can accurately estimate the on-going queue activities to estimate the exact time for a particular customer and it should also be able to provide that information to your customers via any mean such as Email, SMS, in-app notifications, automated customer calls, etc. This helps the staff to easily manage and limit the number of customers in the branch to prevent crowed. It reduces workload and improve service delivery efficiency and also service quality.

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

Provide Remote Sign-up

Remote sign-up and mobile ticketing are the basics of virtual queue management systems. The customers can be provided with a platform that allows them to sign-up for a particular queue without being physically arriving at the branch. The remote sing-ups can be done through various methods, for example, SMS, Call, Email, website or web portal, and smartphone applications. Each method has different applications and can provide different helpful information to your customers and visitors. For example, if your customers are signing-up from an online portal or website, you can also provide them with information about the busy hours, or a total number of queues for the day or even for the entire week, so that your customers can freely choose an appropriate time. This enables your staff to control and manage the visitors and customers easily from their agent dashboard.

See More : 3 dimensions of Queue Management System for Hospitals

Provide Mobile Ticketing

The mobile-ticketing is a kind of new phenomenon, as we all know in a country like UAE who have a very advanced society with the latest technology in reach of everyone, the basic behaviour of the customers and even the general public got changed due to the vast integration of technology and IT in a common man’s life. Here in Dubai, we have witnessed that most people spend more time on mobile devices than on conventional computers while surfing the internet, using social media and communicating. This is why businesses and organizations should provide a mobile compatible communication channel to further facilitate their customers. Mobile ticketing reduces the work pressure on your staff and improves service quality and service delivery efficiency.

Mobile ticketing can be achieved by two methods, one is pretty simple and traditional which is SMS, and the second is more high-tech and advanced which is smartphone applications. Our virtual queue management system can also provide smartphone applications based dashboards to let your customers sign-up for the virtual queue from their smartphones. All the real-time updates and information can be provided within the smartphone applications, and various notification can be enabled for their queues, such as Push-Notifications, In-App notifications, SMS and Emails.

See More: Queue Management System Integrated with Appointment Management System

Provide QR Code Based Virtual Sign-ups and Virtual Queues

Another simple yet effective method for virtual queuing is to utilize the QR Codes. The QR Codes can be placed in various places such as the entrance of the building, parking lots, or at the gate of the office or branch, or even at remote locations as well. The customers and visitors can come and scan the QR code, the QR code will take them to a page, which will allow them to choose the required service, and then a mobile-ticket will be issued, along with the estimated time of their turn. Then the customers can decide if they want to wait in the car, or outside, or at their home, or elsewhere, this will also prevent crowding at the facility. Customers can be notified via email, SMS or notifications about their turn. The agents and staff have full control over allowing how many customers they can have for today or for any point in time to ensure better service delivery and improved customer experience.

See More: Benefits of using Queuing System in Hospitals

Significant Reduction in Wait Time

One of the biggest advantages of having a virtual queue management system is that it literally eliminates the wait time or reduce it to a minimum. This help the business and organizations to establish good relationships with their customers as well as it also helps to improve staff efficiency. As the customers and visitors have freedom of singing-up remotely. IT means they are not bound to physically be present at the branch to wait in the physical queues. In the service-based industry, one of the biggest problems is the wait time, it, directly and indirectly, hurts the brand reputation.

For example, there is a customer waiting for almost an hour in the waiting area, he is already annoyed, he went to a counter where an agent has already dealt with around 50 customers till now and is still watching around 50 more in the waiting area, although the agents and staff are well trained still they are human, they will going to feel the pressure of the workload. This scenario could lead to the relatively poor performance of the entire branch and of course unhappy customers, which could ruin the brand reputation. So a reduction in wait time not only benefit your customers but also helps businesses to attain a maximum efficiency of their staff and altogether it results in superior service quality and great customer experience.

See More: Queue Management System for Government Departments in Dubai

Better Communication

A virtual queue management system not only improves service delivery and customer flow management but also has the potential to provide a great communication channel to your customers. Especially the online queuing, web portal, and smartphone applications can provide a direct interface to communicate with your customers directly. They not only help streamline the customer flow at the pre-service time but after the service delivery, the businesses and organizations can utilize the same platforms to collect customers’ feedback. Which can provide valuable business insight to help the organization and businesses to further improve their services, service delivery mechanisms and much more. The customers can be provided with real-time updates on various platforms which enable them to monitor their queue in real-time and it further helps reducing the wait time.

When the customers are requested to opine or comment about their experience and service quality, they feel a sense of care and trust. It is not necessary that all of your customers will provide you with the feedback but it is certain that all of them will be going to appreciate it. This help establishing a trust factor among the brand and the customers and it also helps to improve the repute of the brand. The data collected from customers’ feedback is extremely important too, it helps business and organizations to understand the market trends, their customers’ expectations and preferences.

See More: Queue Management System for Vaccination Centers in UAE

Collect Valuable Business Intelligence

A queue management system makes it a lot easier to capture valuable statistical and usage data, customer feedback and tracking of KPIs (key performance indicators). Whether it is a virtual queue management system or any other simple digital queuing solution in order to meet the minimum industry standards it should be able to provide comprehensive reporting and customer data. Now, when it comes to the virtual queue management system, the data capturing and customer data collections become a lot easier and more efficient. As different modules, such as virtual sign-ups, customers portals and interfaces, mobile applications and other features help to improve customer happiness and satisfaction on the other hand the utilization of all these features allow the business and organizations to capture more data and prepare actionable reports. These reports and usage data can offer a completely different level of business intelligence without any additional cost. The organizations and businesses can use that business intelligence for:

Understanding Market Trends
Customers’ Likes and Dislikes
Customers’ Expectations
Customers’ Feedback
Staff Efficiency
Branch Performance
Products/Services Improvements
Decision Making
Strategy Formation
Implementing Business Strategies and Policies

The collection of valuable and actionable data could play a crucial role in a business’s overall growth. The business growth not only depends upon getting more customers but it also heavily relies on sustaining the existing customers and maintaining a good brand reputation. With a virtual queue management system, this all could be achieved very easily if the organization effectively use the data in their strategy and decision-making process.

See More: Benefits of Queue Management using Mobile Apps

Third-Party System Integration and Data Synchronization

It is very obvious that all organizations and businesses have corporate tools, ERPs, CRM, and other solutions. Our virtual queue management system is completely supportive of system integration via Web Services/APIs. The data can be pulled out of the central information centre as well as the data can be pushed to other systems. The reports, KPIs and other usage and statistical data can be linked and synchronized with other third-party tools and corporate systems easily. This further improves the usability of our virtual queue management system and help organizations to easily manage the system.

See More: Queue System working in Government Departments

Help Maintaining Social Distancing

Our virtual queue management system help organizations and businesses to maintain social distancing at their branch by proving flexible controls to the staff to control the number of customers inside the branch by limiting and controlling the customer flow. Moreover as the virtual queuing enables the customers and visitors to sign-up remotely, hence they don’t necessarily have to wait inside the branch. Which automatically help the staff to keep the number of visitors and customers to a certain level. As we all know the government of UAE and regional governments have zero-tolerance policies for social distancing which is another reason why UAE was considered among the best countries to effectively fighting the COVIS-19 scenarios. The virtual queue management system also helps business and organizations to implement social distancing policies effectively and efficiently.

See More: The Leading Queue Management System Provider in UAE

Conclusion

Without effective customer flow management, the wait time extends, and it could extend to a level where your customers can start getting annoyed, anxious and depressed, which could completely ruin the customer experience and can eventually result in a bad brand reputation. It not only affects the customers but when there is confusion among the queues, people are reaching to wrong counters, the waiting areas are full, the staff will get going to waste their energies in managing the queue and sorting out the problems which could 100% be avoided by using an effective and efficient queue management system. And when a virtual queue management system is used, it not only streamlines the customer flow, but it reduces the workload of the staff, maximizes the customer experience and shortens the customer journey, the automation, data capturing functionalities and advance KPIs tracking could provide a vital business intelligence which could potentially revolutionize the customer flow management and customer experience.

When your customers are satisfied and happy, they will go to promote you, it will establish brand trust and positive brand identity which will further attract more customers. The virtual queue management system is not only helping in enhancing customer experience but also help to unlock the maximum potential of your staff. The complete system, when compared to the returns over the investments, is a very cost-effective solution and thanks to the latest technologies the overall system’s operational cost and maintenance cost is also very low.

We at RSI Concepts are helping our customers in finding out completely customizable solutions for their specific needs and requirements. That is not all, the data capturing, business intelligence gathering, KPIs tracking and customer feedback collection are also completely customizable. Which not only make our system more adaptable but also significantly improve the ROI. If you have any question or you want to enquire about our Virtual Queue Management System, please feel free to reach us out through the below comment box or contact us using our Contact Us page.

Check out this: 10 Reasons to Choose RSI Queue Management System over Other Similar Products

February 11, 2021February 11, 2021

How Queue Management System can benefit in shipping industry?

The Intro

A queue management system or queuing system or customer flow management system is a combination of software and hardware tools, which enables any organization to easily manage any number of customers or visitors. The queue management system (QMS) also reduce the wait time and make service delivery quicker. Well organized and managed customers flow also improve their experience and journey through the organization and results in happy customers. Apart from that a queue management system (QMS) also reduce the workload of the servers and the staff. The powerful QMS software enables the management to track KPIs (key performance indicators) and monitor the full branch including the customer flow, service delivery time and the staff performance on a very micro level. This provides great business intelligence for the management and helps them understand the ins and outs of their branch. The statistical data and reports can be further utilized to improve future strategies to focus on the areas where the performance is not so good.

The Technology

A queue management system (QMS) consists of two major components, the software and the hardware. Both components can have further so many small modules and accessories as per the application, type or the requirements of the customer. The technology behind the queue management systems has advanced rapidly in past few years. More software and hardware tools are available, which paved the way for innovation. The modern queue management systems consist of the following basic parts:

QMS Server
1. Server-side software application
2. Administrative dashboard and control panel

Queue Sign-up
1. Ticket Dispensers
  - Standard Interactive Kiosk
  - Tablet Kiosks
2. Online Sign-ups/Remote Sign-ups
3. Smartphone Applications
4. Other mediums i.e. call, SMS, email, online booking portals

Digital Signs
1. Large Displays
2. Digital Signs for Directions
3. Traditional Sign Boards (wall mount, floor standings & ceiling mount)

1. Counter Displays
  1. LED Dot Matrix Display
  2. Small Size Digital Screens

Another most popular accessory is customer feedback tablet or stands. These are the basic components that made a standard queue management system. Furthermore, a lot of many accessories and add-ons can be added to increase the queue management system’s efficiency and effectiveness.

See More: Future of Queue Management System in Dubai

The Benefits of a Queue Management System

The main purpose of a queue management system is to reduce the customer wait time, improve the service delivery process, and improve the overall customer experience. However, these all can only be achieved if a lot many things are done properly. For example, in order to reduce the customer wait time, the queue management system organizes the queue, distribute the workload on different counters to speed up the process, then there are other indirect methods that are being used, such as digital screens showing the estimated time to turn, current queuing status, engaging content to further ease the customer’s waiting time. The automation of a lot of many processes will also ease the workload of the servers and the staff. Which in itself will be very good for the overall customer experience and staff’s efficiency.

See More: Tailor-Made Queue Management System Dubai

How a Queue Management System can benefits in the Shipping Industry?

First of all, let us identify the areas where a queue management system can really make the difference. As we all know the shipping industry is a bit complex, having multiple departments, entities, companies and intermediaries involved the whole process became complex and tedious. In such scenarios maintaining a great customer experience and providing good services could be harder than what it looks like from the outer world. There are different forms of cargo, the most common are:

LC (Less than a Container) or LCL (Less than a Container Load)
FC (Full Container) or FCL (A Full Container Load)
EMS (Express Main Service) for small items
Air Cargo (Quick but expensive)

Both have different clearance methods and paperwork. In addition to that different items also require different kinds of documentation, certificates, approvals and a lot many other processes. In order to handle all these processes, there are various departments involved and the whole service is being delivered in various sub-services through multiple counters and areas. If an intelligent and efficient queue management system is installed to handle the customer flow through all those points and counters then it could significantly reduce the service delivery time, this will not only reduce the workload of the staff but it will significantly reduce the efforts of the customers as well. The large processes which may usually take days could be done in a single day. A customer can be provided with a single token number, which could be forwarded to the next counter automatically as the process proceeds. This way the management and the staff don’t have to worry about regular checks and stuff, as the customer is being already checked on the previous counter, this will make the process fast quick and very less manual repetitive work.

Another great feature of the queue management system is that they allow prioritizing urgent tasks or important or time-critical cargos. Let say for an example there are medicines which need to be kept on certain temperature, hence require an electric cooling solution within 12 to 16 hours after their landing, so such shipments should be prioritized hence the customer coming for the clearance should also have to prioritize. Special permits, special permissions and/or everything can be done on the priority bases and their token number can be automatically raised regardless of their actual number or such. That kind of policies for various goods and cargos can be implemented through the queue management system which could help the ports, depots, management staff and the customers a lot. The customer’s satisfaction raised, hence the trust level also raised. If a customer is leaving happily from your office, they will definitely choose your port/company next time.

The queue management system is not only meant for the huge enterprises, like ports and depots but even if you are a small or medium-sized company dealing in cargo, freight forwarder, logistic service or an agency, you can also utilize the queue management systems to effectively implement your policies to improve your operational capabilities.

Another remarkable feature of a queue management system is the statistical and usage data. The businesses and organizations can utilize this data to monitor KPIs (key performance indicators) and to collect a great business insight. The data will provide a very brief and detailed insight into the whole process and the complete operations. The management can later use such data to improve their strategies and business practices to further reduce the cost and to improve the customer journey. Another advantage of a queue management system is that it allows a centralized information centre and integration with other databases and systems for verification, authentication, and information sharing. This makes it integrated within the organization. The system integration also means that all the data can be synchronized in real-time and whatever information are needed on the next station can be automatically pushed to that system. Which also cuts the time and efforts of the staff.

See More: Queue Management System for Government Departments in Dubai

Conclusion

A queue management system is a great companion of service-based industry. In the shipping and cargo business, all the organizations involved are usually using segmented customer flow management or queuing solutions. Which can only improve the localized customer experience but doesn’t make a huge impact. But if an efficient queue management system is used, it can partially automate the processes, push information to the next station/counter in real-time, facilitating the high-priority or time-sensitive cargos and also allow different protocols for premium and VIP customers. This could completely transform the customer experience and the operational efficiency of the shipping yard, ports, cargo handling companies, depots, warehouses, on-site storage facilities and everything in-between. In the longer perspective if a customer left happily they will surely return. Which will ensure steady growth and also improve your business reputation. The queue management system is equally effective for the small agencies, businesses, forwarders, logistic handlers and other relevant businesses.

The automation and useful features not only enhance the customer experience but also reduce the operation cost. Which could also help businesses in cost and resource management. The flexibility to integrate the queue management system with other systems will allow real-time information synchronization, which has its own applications and will help the management staff by reducing their workload and at the same time, it will significantly reduce the service delivery time and improves the customer experience. If you are interested in our queue management system specifically designed for the shipping industry please feel free to contact us through the below comment box or reach us out through our Contact Us page.

Check this out: Queue Management System for Vaccination Centers in UAE

January 21, 2021June 10, 2021

5 Challenges and Solutions of Queue Management System in Banks

As technology advances it is impacting people’s lifestyle and the banking sector as well. Time is very crucial in modern societies such as Dubai, UAE. No matter how people are managing their bank accounts and investments, one thing everyone agrees on is that the time is very crucial for success. The banking sector is always very flexible in adopting new technologies and trends. The banking sector has huge potential, so the vendors and manufacturers always invest more in research and development for the banking sector. This also led to advance technological solutions and high-tech products and services.

The banking sector is investing heavily in communicating with its customers and the market. This is because, especially in Dubai, Sharjah, Abu Dhabi or other emirates of UAE and in fact the entire GCC, there are so many banks sharing a common market. Which results in a very competitive environment, the customer happiness and customer satisfaction have become the top priority for the banking sector and the customers do care a lot about their time. Here the saying “time is money” fits very well. Everyone wants to get everything done very quickly and no one likes to spend time in long waiting lines at eh branches. All other sectors of the market are in a race to improve the customer experience and journey, which also raise the customer’s expectations.

Here are the 5 major challenges in utilizing a queue management system in the banks and their solutions:

1. Crowded Waiting Areas

Crowded waiting areas are haunting each and every sector of the industry, but it can easily be avoided by implementing an efficient digital queue management system. When a crowd is gathered, it results in unrest, which could annoy your customers. The customers and visitors waiting in a crowd most often think about how much more time do they have to wait, upon getting no answer or unsatisfactory answer, they could easily get annoyed. This could result in customers switching to a different bank. This also causes a negative impression among the people and people always rate their experience with a particular business when talking to friends and family. So, this could also impact your reputation in the market.

How to Avoid Crowded Waiting Areas?

The queue management systems (QMS) or queuing systems also known as customer flow management systems can solve this problem very well. By main-streaming your visitor’s and customer’s flow, you can easily avoid the crowed formation in your waiting areas and lobbies. A managed customer flow also prevents the unorganized crowd in the branch. This also helps to improve the efficiency of the branch staff.

2. Customer’s Experience

The customer’s experience is considered to be the backbone of the service-based industry, especially if you are operating in a very competitive market such as Dubai, UAE. Where the living standards, lifestyle and expectations of the customers are way too higher than in any other part of the world. You must have to be the best in order to compete in the market. There are so many banks in the country, the financial sector is doing great, the people living here want to invest, and sometimes some people have bank accounts in multiple banks, which makes the switching process from one bank to another even easier. So, the bank should have to be highly proactive in improving the customer experience.

How to Improve Customer Experience with a Queue Management System?

The queue management system allows the management to effectively handle customer and visitor flow in the branch. This not only reduces the wait time but it also helps improving customer happiness. The queue management system can further enhance the customer experience by providing regular updates and information in the waiting area. Usually, large screens or digital signage are connected with the queue management system which displays the ticketing information along with the multimedia content. The multimedia content on the screens could help the customers to ease the waiting time. Furthermore, the queuing system can have multi-language compatibility which also enhances customer experience.

3. Wait Time

Wait time is a very important factor in a customer’s experience. If your customers and visitors will have to wait long on regular bases whenever they are visiting your branch, eventually a point will come when they will start thinking to switch to another bank. Another very common mistake that banks usually make is to not showing the estimated time remaining for the turn. Think from a customer or visitors perspective, if you have no finite limit on the wait time, you will immediately start feeling the stress, it is human nature, the scientific studies suggest that if a customer or visitor waiting in the queue knows the estimated time to their turn, it will reduce their stress level to 30% to 50%. Which is a very huge number. This could help the banks a lot in improving their customer’s experience.

How to Reduce Wait Time?

The queue management systems are a very advance piece of technology. We can integrate a lot many other tools, systems, and accessories to further improve their efficiency. Especially in Dubai, UAE, where most people are having busy schedules, so no one likes to wait in the long queues. First thing, the queue management system should be able to automatically estimate the expected time remaining in the turn and print it on the ticket itself or keep showing it in the digital signage screens. This will ease the stress of the customers/visitors. Second thing is to allow the customers a way to remotely sign-up for the queue. This can be achieved with smartphone applications, QR codes, SMS, calls, and many other tools. The best approach is smartphone applications for both Android and Apple iOS. The smartphone apps, not only allow the users to sign-up remotely but are also capable of providing real-time updates on the customer flow and on-going queues. Push notifications and SMS makes it a lot easier to reduce the in-branch wait time of the customers/visitors.

4. Customer Journey

Customer journey is the key to success in the banking sector, and also in so many other service-based industries. The customer journey starts from having a need to avail a service and finishes at the service delivery to the customer. It is very important that banks design their customer journey carefully, so at the end of the journey, the customer leaves the branch happily. There are a lot many things that need to be taking into account, for example, how the customer will sign-up for the service, which will be signing-up for the queue, then comes the customer flow management, then the servers and the agents, and how convenient or how hard service is to get delivered to the customer could make or break your business. These things collectively form a customer journey.

How to Improve Customer Journey?

The customer journey can be improved by simply reducing the duration. Everything else comes in between. You should allow multiple sign-up methods, including remote-sign-up for the queue. This will significantly reduce the wait time. In the branch, the customer flow should be managed effectively. The waiting area should also provide some recreational activity, the best approach is to provide multimedia content on the queue management system’s digital signage and large screens. Include audio announcements in multiple languages which all of your customers can easily understand. In Dubai, UAE, Arabic, English and Urdu/Hindi will suffice. Your queue management system should be able to automatically route the customers to the less busy counters.

The queue management system should also be able to implement your branch policies, such as in banks, usually, multiple counters are used for multiple services. For example, 5 counters are used for a very popular service, and 2 for a less popular service. Let say your 5 counters are very busy and the other 2 are empty, then the queue management should route the customers to the other 2 counters as well to accommodate more customers in the busy hours. But during that the queue management system should be able to prioritize the customers for these 2 counters to be served on priority bases on these two counters. By introducing business counters, VIP counters and Priority Customers Counters, the bank can further enhance the customer journey.

5. Business Intelligence

How business intelligence could help the banks to further optimize their customer journey and provide a satisfactory experience at the branch? Well, apparently this might not relate to the queue management systems as the banks have other tools and methods to gather business intelligence. But you might not know how effective and powerful a queue management system could be in gathering statistical usage data and business intelligence. The business intelligence will help you understand the effectiveness of your current policies and it will also help you measure customer happiness.

How to Collect Business Intelligence from a Queue Management System?

Queue Management Systems comes with a software tool, which automatically collects all the system usage stats and other valuable information such as how many customers have visited at any given point of time, the peak hours, the busiest day of the week/month, and a variety of KPIs or key performance indicators help the management to understand the customer experiences and customer journey. The queue management systems are also capable of measuring the performance of the agents and servers. You can easily extract detailed and corporate reports. Which could be a great help in taking strategic decisions for the future.

The advance queue management systems also provide the facility to integrate them with other tools, such as your CRM or your ERP, this is also a great feature to connect to the central information centre of your bank. Furthermore, feedback collecting tools such as happiness meters and surveys can also be added to the queue management system. You can utilize the queue management system’s mobile apps to conduct detailed surveys. Small tablet stands, or kiosks can be used to integrate happiness meter inside the branch which is also a great feature to collect the customer feedback. These features will provide very valuable business insight. Banks can use such data to further improve their products/services and customer journey to achieve maximum customer happiness.

Conclusion

These days, each and every bank has some sort of modern queuing solution implemented on each branch. All traditional customer flow management methods are obsolete now. The competition in the market is growing day by day. The innovation and technological advancements in other service-based industries in Dubai, UAE are also setting up new trends. The expectations of a customer from a bank are raising day by day, the customers and visitors expect from a bank to utilize the top-notch technology to facilitate them. This is why banks are continuously improving their service delivery methods and policies to attain maximum customer happiness.

A queue management system can help to solve many problems in the banks. Which will ultimately lead to improving the customer journey and customer experience. Customer happiness is the backbone of a business in any service-based industry. The queue management system can help banks to facilitate their customers and also provide a great business insight which helps the management in taking vital strategy-making decisions. The queue management systems can easily automate a lot many processes which will also reduce the stress from the serving staff and agents, which results in improved service delivery and less wait time at the branch.

It is always good to consult with a professional queue management system provider in Dubai, UAE such as RSI Concepts. We have served a lot many banks and government sector in Dubai, Sharjah, Abu Dhabi and the other Emirates of UAE. We can provide you with great advice and an excellent queue management solution to meet your specific needs. Feel free to approach us through our Contact Us page.

Check this out: 5 Tricks to Quickly Serve Customers Using Queuing System

November 7, 2020November 7, 2020

5 Features of Queue Management System

The technology has drastically improved our lifestyle as well as the businesses and enterprises over the past two decades. The queue management systems are not anything new to the market but as the technological advancements have completely changed the landscape of the queue management system market, there have to be certain changes which became necessary in order to maintain a balance. In this blog, we will discuss 5 features of a queue management system which will not cost you much but in return, such features can provide priceless value to the system and they can make a big difference in the overall effectiveness of a queue management system.

1. Customization Capabilities and Control Console

The customization capabilities and control console are very important for the effective management of the queue management system. Because this is where the business’s management will interact with the system and will collect valuable statistical data. Thus the control console should be able to allow a certain level of customization in the operation of the queue management system’s overall operations. The control console should also be able to allow the management to automate various steps and processes to manage the customer flow effectively this also reduces the workload of the staff and the agents and let them focus more on the service delivery.

2. Personalized Visit Details

Personalized visit details data could really make a difference if used wisely by the communication department. There are only a very few organizations who have implemented it in Dubai, UAE. Most of the time businesses and organizations do not care much about collecting personalized visit details data or linking it with their queue management system. The personalized customer visit details such as a number of visits, preferred timings to visit, services availed, service delivery time, customer feedback and much more could help the communication department to further improve customer experience.

3. Reporting and Data Export Modules

Modern days digital queue management systems are not only used for managing the customer flow. But these systems can provide a valuable data insight which can be utilized to improve customer flow as well as the customer experience and satisfaction. The export facility is also important, standard reports, customized reports and the system data should be available to export in easy to use digital formats. The summary and management reports could help management in the decision-making process. So the reporting and data export modules should be designed with extreme care.

4. Integration and APIs Compatibility

Most of the time the organizations and businesses require to integrate the usage data, statistical data and the reports of their queue management system with their existing enterprise solution or ERP. Which is why the integration and APIs compatibility for a queue management system is very important so that the system can easily be synchronized with the main information centre. The synchronization can work in both ways, for the queue management system the sign-up, logins and personalized details of the visitors can be validated through the main data bank of the organization. On the other hand, the queue management system data such as reports, usage stats and other data should be linked with the main information centre as well.

5. Virtual Queuing Modules

The virtual queuing is gaining a lot of popularity in Dubai, UAE and all across the world. It provides so many useful facilities for the customers and it is also helpful for the management. The virtual queuing includes remote sign-ups, smartphone compatibility, QR code logins, e-tokens, notifications, and much more. This also enables customers to choose the time of their convenience. With real-time status updates and other relevant information, the customer feels more connected and can have a more personalized experience. Moreover, customer feedback can also be connected through multiple platforms to help the management in the collection of user feedback data.

Read also: Paperless Queue Management System

Conclusion

Queue Management Systems these days are not only handling the customer flow but they are also providing deep insight of the customer’s and agent’s behaviour, the effectiveness of the service, useful reports and analytical data which can help the management in decision making and much more. In this article we have discussed top 5 features a queue management system must have these days, the objective was to set a minimum standard for a modern queue management system.

The technology is evolving on a very rapid pace, more and more system integrations and the concept of ‘one solution for all’ is gaining popularity due to its effectiveness, reliability, and simplicity. The smartphones are providing convenience and comfort in almost all industries. The general population is relying on smartphones for literally everything, this is the reason more smartphone-based solutions are introduced on daily bases in the service industry. A modern queue management system should be able to work in synchronization with other technologies and general trends. Because what customers and visitors are doing or seeing on daily bases they automatically expect similar kind of solutions and familiarity when they are visiting any branch or office to avail any service.

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