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

July 13, 2022

Queue Management System for Banks in 2022

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

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

Queue Management System Reduce Wait Time at Banks

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

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

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

Queue Management System Automates Customer Journey

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

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

Queue Management System Enhances Customer Experience

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

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

Virtual Queuing Offers Ultimate Customer Satisfaction

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

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

Queue Management System Integration with Third-Party Systems

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

Queue Management System Mobile Apps & Appoint Booking Modules

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

Queue Management System can Collect Customer Feedback Data

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

Queue Management System Collects Valuable Business Intelligence and Performance Data

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

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

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

Conclusion

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

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

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January 5, 2022February 26, 2022

Why Small and Local Businesses Need a Queue Management System?

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

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

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

What is a Queue Management System?

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

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

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

Advantages of a Queue Management System for Small and Local Businesses

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

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

Queue Management System Reduce Wait Time

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

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

Read More: Queue & Waiting Time Management

Queue Management System Improves Employee Efficiency and Profitability

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

Queue Management System Increase Customer Loyalty and Ensures Long Term Growth

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

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

Queue Management System can Gather Business Intelligence and Customer Feedback Data

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

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

Conclusion

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

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

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September 1, 2021

Why should you adopt queue management systems?

An efficient queue management system organize customer flow, improve service delivery processes and quality, help building good reputationand relationship with customers and improve overall profitability or the entire business.For every business the customer happiness and customer satisfaction is the top priority. The customer satisfaction is an umbrella term which covers the entire performance of the business including its each and every moving part. Business in Dubai and all over the UAE are adopting digital queue management systems for better performance and customer happiness. The UAE economy is rapidly expanding, the Expo 2020 is on the verge, which will attract more investors and we will see more businesses and startups. The competition here is already touch, customers have too many choices, and this phenomenon resulted in high standards and high expectations of the customers. Which compelled the businesses to take drastic measures in order to stay ahead of the competition. The customer satisfaction is the driving force, and it could impact everything. If you are having happy customers you will grow if not, you will eventually end up in big troubles such as slow growth, poor performance, declining brand reputation and lost revenue.

A queue management system is a key to success, it can completely transform the customer experience and customer journey and it can ensure highest customer satisfaction, which will lead to continuous growth, good brand reputation and higher productivity. Here are some key reasons why you should adopt a queue management system now, if you want to secure your business’s long term future:

Reason No. 1: Queue Management System Reduce Wait Time

The queue management system have amazing capabilities to reduce the wait time and improve customer journey. Usually without a queue management system there are long queues, people have to stand in lines, and sometimes people try to be ahead in the line by line jumping or crossing someone, which end up in disputes and cause delays in the customer flow. In such scenarios the business have to manage the queues manually, which requires more staff as well as requires more work from the server/agent. This means that the servers/agents could also get distracted from their primary task and had to manage other unnecessary problems. This results in unwanted delays and interruptions in the customer flow and results in prolonged wait times. Another huge factor is psychological, it is human nature that we have the fear of unknown, similarly when we have to wait in a scenario where we don’t know or estimate the end time, the wait gets more stressful and this amplifies the negative feelings in your customers too. If they don’t know when their wait time will end, they will feel more stressed while waiting, and when their turn will come they will be unhappy already, it will be very difficult for the agent/server to improve their experience at that time and make them happy.

While the agents/servers are also dealing with unwanted circumstances their efficiency and service quality also reduced. So the long wait time not only bother your customers and visitors but it also have negative impact on the employees and agents/servers. The long wait time could have double impact on overall customer journey and customer satisfaction. This is why businesses are very eager to reduce the wait time and service delivery time. Poor waiting conditions, long wait time, less than optimum employee efficiency will result in higher per service costs. Which also impact on the profitability and revenue. On top of that the bad customer experience will repel customers and promote negative brand identity, which makes it even harder for businesses to acquire new customers.

Reason No. 2: Queue Management System Offers Better Customer Journey Management

The queue management system offers a better customer journey by automating various steps and processes which reduce customer wait time, improve customer flow and also increase employee efficiency. Each and every business have its own distinctive culture and approach to address problems. Every business have different services and also different sets of targeted audience for each service. Some services are delivered in a single go from one counter, some requires a customer to reach to multiple counters to get a full service and so on. These factors contributes to make customer journey management more tricky and sophisticated. Along with all that business often have express counters or premium services for VIP customers and separate counters for aged, disabled people, etc. These all factors should be considered while preparing the roadmap of the customer journey. In Dubai, UAE and in fact all around the world businesses are also including employee’s factors too to further improve and optimize the customer journey.

A good queue management system should be able to process all these variables and then it should also be able to automate the customer journey to attain the highest efficiency levels. During the sign-up the queue management system can ask to choose the service, it can also ask to enter any other details which will identify the customer as ordinary, VIP or any other category. Then the queue management system should be able to route each customer to their counters. In case of multi-step service delivery, the queuing system should be able to direct the customers to the next counter and so on. The employee performance should be monitored and the task should be suggested as per their performance. For example an employee is very efficient at delivering service A, D and E however when they are assigned to the counters for service B and C they don’t perform well. Such data provide the management an insight on the employee performance and give them a chances to either improve employee performance or assign them tasks as per their expertise. Collectively all these things will significantly improve customer journey and customer experience which will result in maximum customer satisfaction.

Reason No. 3: Queue Management System Aid Customer Retention and Increase Customer Loyalty

The queue management system improve customer journey, customer happiness and boost employee performance which improve service quality, and these all will directly impact the customer retention and customer loyalty. Often customer retention and customer loyalty is interchanged but that is not true both are different, though most of the times both exhibit same response with certain changes. Anyway, the customer retention is to keep a customer who will do repeated business, however the customer loyalty is to make a customer your fan and not only have more repeated business but also get help from them in brand promotion. A customer might do repeated business but they are not necessarily happy or satisfied, there could be no other good alternate, or any other factor which is making them to do repeated business. However a loyal customer is the result of an ultimate level of customer satisfaction. The loyal customers are good brand advocate and tend to promote the business and its products and services. They will often defend the brand on social media, online or public places. That kind of clientele is the most valuable asset of any business.

The studies and market researches have shown that acquiring a new customer is nine to twelve time costly than selling to an existing customer. This could have a huge impact on your marketing budget and overall profitability. Acquiring new customers is not only expensive but it is difficult too, the communication and marketing not only require investment but a lot of efforts too. It is always good to have a strong foundation of the loyal customers. The loyal customers help promoting a positive image of the brand and improve brand reputation. A good brand identity and good brand reputation attract more customers. If a brand have a good reputation and positive popularity the marketing turnover is also good. Which means that the customer retention and customer loyalty have far greater impact on the ROIs of the business and also aid achieving marketing and growth goals.

Reason No. 4: Queue Management System Improves Employee Performance and Monitor KPIs

The queue management system is very helpful in improving employee performance by reducing their work load and automating various steps and processes of the customer journey and service delivery. Moreover the KPIs or Key Performance Indicators are also a great tool to assess and improve the employee performance. When the employee performance got improved it automatically improves the service delivery process, service quality and customer happiness/satisfaction. The queue management system can capture various APIs and statistical data. The employee KPIs are very important for optimizing the employee performance. The queue management system can monitor the employee, their on-desk time and off-desk time, average service delivery time, behavior and much more. The KPIs can also provide insight on the overall behavior and patterns of the employees, such as at which part of the day the employee perform better and when they slow down, how do they react in under more work load and how much customers they can serve in a single day.

These all are very useful information and help the management is identifying the areas of improvements and taking actions to improve everything. Moreover the employee KPIs are also used to analyze the employee performance and expertise on a particular service, for example an employee can serve 20 customers a day when they are appointed for service A while they can serve 45 customers in a single day when they are appointed for service D, etc. This type of data helps businesses to improve employee performance by smartly managing their tasks, workloads and arranging training session for them. The employee KPIs can also be integrated with other enterprise solutions and business tools such as Enterprise Performance Management System [Our Product Page LINK], HRMS, etc.

Reason No. 5: Queue Management System Collects Customer Feedback and Business Intelligence

Mostly the modern queue management systems comes with an in-built customer feedback collection tool. The customer feedback is very important it provides direct and unfiltered opinion of the customer and it also help building trust and good relationship with the customers. When customers know a business is eager to listen to them they get a very positive impression of that brand. They think the brand values them a lot and listen to their opinion to make changes to please them. This increase customer loyalty as well. Moreover the customer feedback is a single most reliable and accurate source of the business intelligence. Sometimes all the logics and numbers tells a different story but the customers behave completely opposite to what a business had anticipated. So, it is extremely important to understand your customers and audience, the customer feedback is the best tool to do that. It will provide you accurate information about the market trends, customer’s liking disliking, their expectations and it will also help you in evaluating all what you are doing to please your customers.

Here in Dubai and all around the UAE business often collect customer feedback but overlooked other business intelligence metrics. However in order to be able to make informed decisions and successful future strategies a business must closely monitor and analyze all the touch points, statistical and usage data. For example, which products or services are most popular, which features of a particular product or service are appreciated the most by the customers and vice versa. This will provide a foundation for the innovation and modernization. Business can plan new products and services, they can improve existing products and services and similarly business can improve various aspects of the customer journey only by analyzing the customer feedback, statistical and analytical data collected by the queue management system. The data collection is one thing but in order to be able to extract actionable reports is a completely different thing. A good queue management system always provide additional data analytical and processing tools along with in-built smart data analytical engine which help business to evaluate the entire operation and quality of services/products simultaneously.

Reason No. 6: Queue Management System Enables Easy System Integration and Remote Management

A queue management system enables easy system integration with secure web services or APIs to get it connected with the centralized information center and it provides features to remotely manage all of the connected branches from the head office. The system integration enables the queue management system to fetch and push data to other systems and tools. For example if a customer is required to sign-up by entering their customer ID the customer ID has to be verified too. In order to verify the customer ID the queue management system must have access to the customer data. Which might be stored in another system or database. So this verification can be done using system integration or APIs. Similarly if a business wants to include more hardware accessories such as Emirates ID reader, RFID, QR Code Reader, or any other accessory that can be added and linked to the central information center or to the relevant system by the system integration method.

The queue management system also allow simple and easy integration with self-service interactive systems, kiosks, web portals, mobile apps, appointment booking system, SMS, Emails, and much more using the system integration methods and techniques. This also enables the queue management system to provide a centralized and remote management. The head office can monitor and control all of the connected branches in real time. This makes it easier for the management to implement company policies throughout the network and monitor all branches and offices through a unified administrative dashboard. Furthermore the administrative dashboard also allows to add branch managers, servers/agents and other job roles to make the management easy and in-line with the internal structure of the business.

Conclusion

Here in Dubai and all around the UAE business are spending a huge chunk of their hard-earned revenue on customer journey transformation tools and systems. The customer satisfaction and happiness is extremely crucial for sustainability and long term growth. The customer happiness and satisfaction also help a business to build a positive reputation and good brand identity. A queue management system can easily reduce the customer wait time and manages the customer flow automatically. It can also automate various business processes and service delivery steps which further improve customer experience. The customer flow management and customer routing can also be automated with the help of a queue management system. The automation and digitalization improve the customer journey and reduce the work load of the employees which further improve the employee performance and their service delivery quality also get improved. Which results in happy and satisfied customers.

The customer satisfaction improve customer retention and customer loyalty which results in significant cost reduction in new lead generation and marketing expenses. Along with that the positive band identity and good reputation also help attracting more customers and increase the revenue. The customer feedback and business intelligence gathering plays an extremely important role in identifying the areas of improvements and making new plans and strategies to improve everything. The system integration open ups new avenues to innovation and modernization and help future expansion as well. It also enables remote management and provide the head office with real-time updates and data. All these improvements and their impact can potentially increase your sales and growth by multiple times. A queue management system is an essential for long term success and steady growth. RSI Concepts is a leading name in queue management system providers in Dubai, UAE, if you need any help with designing and implementing a queue management solution or want to improve or upgrade an old queuing system, feel free to let us know. You can contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: World’s First WhatsApp Queue Management Solution

July 4, 2021July 4, 2021

Difference in Wired and Wireless Queue Management System

Queue Management System is a very important tool to manage customer experience and customer journey. In Dubai and all around the UAE the markets are very competitive, the customers are very conscious and demanding, if a business fails to satisfy their customers, they will immediately switch to a competitor. That is why the customer experience and customer journey is extremely important. The happy and satisfied customers are more loyal and likely to remain with the business for a long period of time. Such customers not only give repeated business but are also helpful in promoting positive brand identity and brand reputation. Brand reputation is a key to sustainability and growth. That is why businesses all around the world are investing heavily in solutions and systems to improve customer happiness by providing them a convenient customer journey and managing their experience with the help of various tools. The queue management system is the most powerful and most effective tool to improve customer happiness and customer experience.

Almost every business located in Dubai or any other part of the UAE that deals with customers on regular basis at their offices and branches should have a queue management system or a queuing solution. The queue management system automates various steps, streamlines customer flow, reduces wait time, improves employee performance, and provides a smooth customer experience. There are so many different queue management system vendors and suppliers working in Dubai, UAE. All of them are offering various different queuing solutions. This makes it a bit confusing for the clients, who are seeking a queue management system. There are several queuing solutions on the basis of features, functionality, and application, some of which are general purpose and some are purpose-made only for certain industries or applications. This is why we are writing this blog to help our customers and audiences easily choose the best solution for them. There are two major types of queue management systems on the basis of hardware, wired, and wireless queuing solutions.

Wired Queue Management System

The wired queue management system is the oldest form of a queuing solution. There are several applications of a wired queue management system. As the name suggests, the entire system and its all components are connected with wires. Earlier the queue systems were used only for managing queues. Nowadays a queue management system has transformed into a very powerful customer satisfaction management tool. Business can not only manage their queues but they can implement various company policies using a queue management system. Businesses can easily improve their methods and practices, automation and connectivity enable innovative solutions that provide a great competitive edge.

Wired Queue Management System Components

A basic wired queue management system consists of the following components:

Ticket Dispensing Machine or Interactive Kiosk
Digital Signage for Ticketing Information
Announcement System (Audio + Visual)
Counter Plates or Counter Screens
Cabling and Network Devices
Optional Accessories (Stanchions, Fixed Signs, Markers, etc.)
Server-Side Software Application (Administrative Dashboard)
Agent Terminal

These are the basic components of a wired queue management system. The software has to be hosted on a server, either online or offline. Mostly in Dubai and other parts of UAE businesses prefer to host the application on a local server.

Wired Queue Management System Customer Journey

The first interaction of a customer is with the ticket dispensing machine, where they can press a push-button or soft-touch button to print their ticket number. These days, mostly an interactive kiosk is used instead of a ticket dispensing machine. The kiosk comes with a medium-size touch screen that shows other important information too. The kiosk can also be configured with additional hardware accessories to further improve customer experience and customer journey.

The digital signage is placed in the waiting area, showing live feeds of queuing information and some multimedia content. The visual announcements are made on the same signage screens. The audio announcements are done through a connected set of audio systems. The audio announcements are usually multilingual. In the case of digital counter plates or counter displays, the ticket number is also displayed there to help customers in finding their counter.

Wired Queue Management System Applications

The wired queue management systems are suitable for almost all sorts of applications. However, for certain applications and scenarios the wired queue management system is the only choice. For example, in hospitals, where the wireless signal can interfere with medical devices and machinery. Or such facilities where wireless is not available. Or In such scenarios where there are too many wireless users such as malls, food courts, etc. where shared WiFi is used. In places such as airports, government departments, banks, etc. where security is a huge concern, we always recommend wired queue management systems.

Wireless Queue Management System

The main reason for using a wireless queue management system is that it is easy to install and it is very cost-effective. It is very important to understand what your objectives with the queue management system are and what else you could do with it in the future? A queuing solution is a long-term investment and these systems are based on a very flexible technology that can easily be upgraded and improved. So, keep those things in mind too. Another big advantage of the wireless queue management system is that it is can be online or cloud-based. The software is designed in a way to uses minimum hardware and it may also allow the clients to use their existing hardware too, for example, tablets, iPads, or even smartphone applications can be built for the end-users (customers and visitors). The wireless queue management system is very cost-effective and it comes with modernized solutions and features that can be further customized easily over time to improve system efficiency.

Wireless Queue Management System Components

The wireless queue management system doesn’t have a long list of system components, although the process and operation are the same, the objectives and goals are the same, however, most of the hardware components can be replaced with software or businesses can repurpose their existing hardware, such as computers, tablets, etc. On top of that, all the hardware devices and various dashboards don’t require to connect via network lines or don’t have to be on the same local area network. This also enables businesses to move the components around with ease and comfort without bearing any additional cost so the businesses can easily rearrange various connected hardware or simply they can relocate them to a different area or even branch too. Here are some basic components of a wireless queue management system:

Sign-up Mechanism
1. Ticket Dispensing Kiosk

Virtual Sign-in (QR Code, Smartphone Apps, Call, Email, SMS, Online Appointment, etc.)

Digital Signage for Ticketing Information
Announcement System (Audio + Visual)
Counter Plates or Counter Screens
Online Administrative Dashboard
Online Agent Terminal
Optional Accessories (Stanchions, Fixed Signs, Markers, etc.)

These are the basic components of a wireless queue management system. In Dubai and all across the UAE business usually prefer online hosting or a cloud-based solution for the queue management system software. All the hardware devices are linked to that system via the internet, hence no need for cabling and network. This also reduces the cost and makes operation and maintenance easier. The online feature provides flexibility and convenience for both the management and the customers and visitors. Respective terminals, dashboards, and interfaces can be accessed online from any computer, tablet, or even smartphone.

Wireless Queue Management System Customer Journey

The wireless queue management system offers an even better customer journey and it also allows businesses to easily rearrange the hardware to further improve the customer journey. The facility to be able to sign-in wirelessly allows the customers and visitors to sign-up for the queues even before arriving at the branch. This significantly reduces the wait time, in fact, in some cases, the wait time can literally reduce to none. This improves the customer journey and customer experience. The customer journey starts with a sign-in process like any other traditional queue management system. Then the customers can be provided with live feeds and announcements on the digital signage placed inside the premises or either on their mobile devices or computers via customer portals or smartphone applications. The customer call is also done through all the above-mentioned mediums along with notifications in the smartphone, SMS alerts, and audio announcements inside the branch.

The customer portals, smartphone applications, and online appointment booking systems are designed to improve customer experience and customer journey. The customers can be provided with additional information to improve customer engagements and to make their waiting experience more pleasant. The customers can arrive at the counter when their ticket is called or when they got the alert or notification and then they can avail the service instantaneously. Later on, the customers can also be contacted to submit their feedback and share their suggestions via digital mediums. The wireless queue management system is also equally capable of capturing all the statistical data and business intelligence to further help businesses in improving their future strategies and policies.

Wireless Queue Management System Applications

The wireless queue management system can be used at any place where the traditional wired queue management system can be used. Although there are very few limitations, such as places and scenarios where the wireless connection is not possible or especially in hospitals and clinics where wireless signals can interfere with the medical equipment and life-saving machinery. Considering the usability, flexibility, and low cost, the wireless queue management systems are a much better choice than a wired queue management system in a regular customer support and service scenario.

The wireless queue management systems are ideal for businesses who want to upgrade, relocate, or temporarily installing a queue management system. Here in Dubai and other emirates of UAE certain businesses often require to set up temporary offices in remote locations, or have to set up off-campus offices for a temporary time period, mostly the events, fairs, and temporary offices at project sites, etc. for such requirements businesses prefer to acquire a queue management system on rental bases. For such scenarios a wireless queue management system is ideal. It is very cost-effective, the setup and relocation cost is very low, as all the devices are wireless, moving them to new locations is very easy. The businesses can use their in-stock hardware and once used they can easily decommission it. Or else the hardware used with the wireless queue management system can be stored in the storage until the next requirement. Either way, it is very cost-effective.

Conclusion

A queue management system is a basic necessity to be able to improve and manage the customer experience and customer journey. The modern-day queue management systems not only allow the businesses to improve their customer journey and branch efficiency but also provide valuable business intelligence which can further be utilized to improve business practices and products & services. There are several different types of queuing solutions available in the market in Dubai, UAE. The two major classifications are wired and wireless queue management systems. The wired queue management system is the traditional form of queuing solution, however, these days the wireless queue management systems are also gaining traction. Both are equally useful, in some cases, the wired queue management is the only choice, and in some cases, the wireless queue management system is the best option. The purpose of this blog was to give our audience and customers a brief understanding of the difference between wired and wireless queue management systems. If you are still not sure which type will suit you, do let us know through our Contact Us page or leave a comment in the comment box below and we will revert back to you soon. RSI Concepts is a leading queue management system provider in Dubai, UAE.

Check out this: List of 5 Prerequisites of Queuing System

June 20, 2021

7 Features of Queue Management Software

A queue management system (QMS) consists of two major parts, a hardware section, and a software section. Both the queue management system software and hardware have different components and accessories. These components, accessories, and modules are used to build certain features in the system. These days in Dubai and all around the UAE the more modernized and customized queue management systems are being used. The primary objectives of the queuing solution are to manage the customer flow, improve customer experience and increase productivity. There are so many different types of queue management systems available in Dubai, UAE which could be very confusing for the business. This begs the question of which queue management system will suit you or how to distinguish between a good or bad or an average quality system? There are certain markers or features that a good queue management system software should have in general, if all those features are there then you can easily decide if it will suit you or not.

You must be thinking that there is hardware involved too so why we are only talking about the software, the only reason is that the hardware itself is nothing without the software, if the software is offering a certain feature then by default the hardware will come along. That is why we are focusing only on the software features. There are certain queue management systems that are purpose-built or dedicated to a certain industry or application only, even for those types of queuing solutions the queue management system software must have certain traits which will determine the effectiveness and productivity of the queuing solution.

Here are 7 features of queue management software that you should look for when acquiring a new queue management system:

1. Virtual Queuing

A virtual queue management system is the modern day’s need. Since the year 2020 has completely transformed the customer experience and customer expectations too, the year 2021 is the year of more digitalized and personalized customer journey and customer experience. The social distancing and health and safety of the visitors and the staff is the top priority for any business these days. The virtual queuing module will help businesses to easily maintain and manage the active queues as per their capacity to ensure social distancing. Virtual queuing is not just for implementing social distancing but it is also offering a great digital experience.

The customers and visitors are allowed to sign-up even before arriving at the branch. This requires more efficient software that is linked with various other systems and tools to allow the customers to sign-up through different channels such as smartphone applications, SMS, calls, QR codes, etc. The virtual queue management system not only facilitates the customers and visitors but also reduces or literally eliminates the wait time. The customers can arrive at the very exact time of their turn and get the service done. That is a huge leap in terms of customer experience, from waiting for hours to waiting for a few minutes or even no wait can make your customers extremely happy. Various different market researches and studies showed that the average acceptable waiting time for an ordinary customer or visitors is thirteen minutes, any time later than that could harm the customer experience.

2. Separate Dashboards

Any good queue management system should have separate user dashboards with dedicated interfaces to increase efficiency. This feature also makes the administration easier and more managed. There are usually three main interfaces or dashboards in a queue management system:

Customer Interface
Agent Interface
Admin Interface

The customer interface is always separate from the other two. In Dubai and all around the UAE the traditional queue management systems usually provide an interactive kiosk-based customer interface. The customers and visitors can sign-up for the queue and get a ticket or token issued bearing their queue number and some other information.

The agent dashboard is usually a web-based dashboard. This dashboard provides the basic controlling and monitoring of the current queues and their statuses along with the facility of customer calling and managing the customer flow. Sometimes the admin dashboard is also used for the same purpose, but mostly the agent or server dashboard is kept separate.

The admin interface or administrative console is also a web-based control panel. This not only provides administrative control over the entire branch or overall connected branches but also provides data analysis and reporting features too. The management can add multiple levels of administrative roles or job roles with respective authority and data access policies to establish an administrative hierarchy.

3. Remote Management and Real-time Monitoring

Whether you are implementing the queue management system in a single branch or office or you don’t even have another branch at all, remote management and real-time monitoring are must-have features for any good queue management system. The remote management will let the managers and the higher management manage the queuing system and handling some other system administrative tasks while they are not sitting inside the branch or office. The real-time monitoring is also providing real-time system updates and live information about the ongoing customer flow and other queuing data.

However, if your business has multiple branches and is located in multiple cities the remote management and real-time monitoring becomes very handy. For example, your head office is located in Dubai, and you are a manager who is responsible for the customer experience and customer flow. You must need a system to get the updates and monitoring features so you don’t have to call or contact the branch manager to get the required info regarding the customer flow and customer experience.

The remote monitoring and real-time updates are achieved by linking all the branches and locations to the main location or head office. The queue management software has a server-side application that can be hosted locally or online. The administrative dashboard and interface allow the higher management to get access to the data and information of any branch, and on top of that, all the queuing information and statistical data have been updated regularly. This makes a queue management system a great tool to monitor and control the customer journey and customer experience at all branches without even going there or following the long manual workflow and internal processes.

4. Customer Feedback System

As the primary objective of a queue management system is to improve the customer journey and customer experience. Despite investing a lot and making a lot of efforts how would a business know if their efforts are in the right direction or not? The simplest answer is to ask directly to the customers and the best way to do it is via a customer feedback system or via a customer happiness scale. The customer happiness scale or customer feedback system is used to collecting customer feedback and is usually placed at the very last step of the service delivery so when the customer got everything done, they should be asked to share their opinions.

A good modern-day queue management system must have an in-built customer feedback system or a customer feedback module. In some cases, the external customer feedback systems are also linked to the queue management systems as well. The objective here is to understand the customer’s experience. As a queue management system is designed to manage the customer experience throughout the entire customer journey, so it is important to understand how your customers feel about it.

Normally touch screens or tablet stands are used and placed at the counters or at the exits depending upon the infrastructure of the premises. The customer feedback is collected in the form of a happiness meter or scale or a small customer survey. The important thing here to understand is to keep the feedback process simpler and easier. Traditionally a happiness meter suffices, but in certain cases, a short customer survey is also helpful. There should be only two to three questions in the survey and maybe some contact details too. Anything more than that and the customer will not attempt it, or even if some of them do attempt the survey, it will impact the wait time as the next customer can’t be called until the first person is completely done with the counter.

5. Reports, KPIs, and Business Intelligence Gathering

Each and every industry has some standards and norms. Similarly, different regions have different business practices and different standards as well. Likewise in Dubai and all across the UAE all of the leading queue management system providers also offer a reporting module along with their queue management system software. However, there are certain things that you must consider before implementing the queue management system, for example, a comprehensive reporting module, an in-built data analytical engine, KPIs or key performance indicators, and business intelligence gathering.

The KPIs or key performance indicators are for the employees and the agents/server. These indicators capture various stats and performance markers. For example, how long is an employee taking to serve a customer? Which service is taking the longest time and so on? Which employee is handling most customers in a day? Which employee is getting the most positive or negative feedback? And a lot more. These indicators will help management to understand and monitor the performance of the individual employees as well as of the teams and branches as well.

However, business intelligence is gathered through various touchpoints, statistical data, performance indicators, and customer feedback. The queue management system can also help businesses in understanding the customer journey and various other factors that are very helpful for making decisions and taking steps to improve the customer journey and customer experience. Such data and information are crucial for strategy making and planning for the future. The business can utilize the data to understand the expectations and needs of their customers to make adjustments to further improve customer experience and customer journey.

6. Flexibility to Integrate via APIs

Any modern queue management system whether it is a general-purpose or a dedicated solution for a certain application/industry must have certain capabilities to integrate into the main information center or IT infrastructure of the organization. As we have mentioned a few things above such as virtual queuing, smartphone applications, online appointment booking, etc. All such features can be provided by a queue management system acting as a standalone solution or synchronizing and integrating with the other enterprise solutions & systems.

Such integration is achieved via secure web services or also known as APIs. System integration is a very important feature of a queue management system. It allows the queuing system to communicate with other databases and business tools to further improve the customer journey and customer experience. Integration is also very important to boost system efficiency and productivity.

The system integration via APIs not only allows the queue management system to get access to certain data but also allows the system to feed in data to other systems for other purposes as well. For example, customer feedback can be synched with the CRM (Customer Relationship Management) software. The KPIs indicators can feed the overall enterprise performance management system for certain inputs. System integration opens up the ways for innovation and creativity and provides businesses with more flexibility, control, and better efficiency.

7. Future Scalability, Upgrades, and Maintenance

The capability to scale and upgrade to meet the future’s requirements is something that is mandatory for any kind of business solution. Businesses are very skeptical of upgrades, future scalability, maintenance, and the expected cost for all such activities. As an IT solution is a long-term investment so the annual maintenance, future upgrades, and scalability are always a big concern for businesses. However, in the case of Queue Management Systems, these things are not as that complicated. The future scalability of the queue management systems is relatively easier. For example, if you have a queue management system installed in 3 branches and want to expand it to another two, it can be done by simply installing more basic devices and doesn’t require any core change or upgrade. Mostly the queue management system software is already built to support expansion.

Keeping in mind the rapid changes in the market trends and customer behavior in Dubai, UAE the capabilities of future upgrades are extremely important. A modern-day queue management system should be able to offer very cost-effective future upgrades and modifications to meet the ever-growing demands. The upgrades and modifications to the queue management system software can only be achieved if the system is designed to be friendly with such changes, else it would be difficult, costly, and problematic.

Another important aspect of the queue management system and its software is the regular maintenance and its cost. The queue management systems overall and their software are constructed on widely available platforms and technologies. The queuing systems are designed to be operated 24/7 and hardly require any reboot or maintenance for several years. So, the maintenance cost of the queue management system software and other components is very easy, simple, and cheaper comparing to any other IT solution.

Conclusion

As Dubai and all around the UAE businesses these days are actively seeking solutions to improve their customer journey by effectively managing the customer experience and employees’ productivity. A queue management system is the only tool that can help businesses effectively manage and improve the customer experience, customer journey, and service delivery methods. Most of the businesses have already implemented a digital queuing solution and are currently seeking to replace it or upgrade it, while others are eagerly looking to catch up by implementing a brand new queue management system. As the year 2020 has completely transformed the market trends and customer behavior the year 2021 is the year of adopting the new standards. That is the reason many businesses who are seeking to boost their productivity and profitability are planning for a queue management system to meet the needs of their customers.

There are so many queue management system suppliers operating in Dubai, UAE and there are so many different queue management systems available too. The difficulty is how to choose an appropriate queuing solution that could help you to achieve your objectives and goals. The purpose of this blog was to let our readers a better understanding of the queue management system software and we have listed 7 features of queue management software which will help our audience to easily judge a queue management solution. The most important thing to consider is that if the queue management system software is capable enough to provide you features and functionalities that will help you achieve the highest efficiency in terms of customer happiness and employee performance.

Another important thing to consider is the capability to scale for future needs, upgrades, and easy maintenance. The cost is always a big concern of the businesses so the upgrade, expansion, and maintenance should be very cost-effective and less time-consuming. RSI Concepts is one of the leading queue management system providers in Dubai, UAE we serving our customers for more than a decade with a very high success rate. We are here to help you find a great queuing solution for you that will not only help you build up a positive brand reputation but will provide you a great competitive edge too. Feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: Queue Management Challenges 2021

April 11, 2021

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

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

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

Queue Management System Market Growth and Rapid Adaptation Trend

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

See More: Benefits of Virtual Queue Management System

Impact of the Pandemic on Queue Management System Market

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

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

See More: Queue System working in Government Departments

What is the alternate of a Queue Management System?

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

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

Benefits of a Queue Management System

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

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

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

See More: Benefits of Queue Management using Mobile Apps

Will the Focus be shifted from Queue Management Systems?

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

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

See More : 3 dimensions of Queue Management System for Hospitals

Queue Management System Have Ability to Drive the Business Growth

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

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

Cost and ROI

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

See More: Improve Customer Service with Queue Management System

Conclusion

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

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

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

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

January 12, 2021

Importance of digital queue management system in 2021

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

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

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

1. Increased customer satisfaction

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

2. Reduced wait times for customers

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

3. Simplifying communication in 2021

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

4. Optimise costs and increase revenue

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

5. Modernization of digital space and resources

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

6. Staying ahead of the competition

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

7. Promote a positive organization image

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

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

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