Queue management software Archives - RSI Concepts - Top IT Solution Provider Company in Dubai, UAE

May 23, 2023May 23, 2023

Why You Need a Customer Flow Management Software?

Every customer facing environment have difficulties in dealing with the customer flow and increased footfall. Businesses adopt several strategies to ensure the customer have a great experience and quicker service delivery. What every business should know about customer flow is that it is not only about implementing a ticketing system, in fact it is a far more complex phenomenon. Businesses will have to have a monitoring mechanism in place which provides customer behavioral data and insight to help them understand the effectiveness of their current strategy and process. A simple ticketing system might solve some major problems of queuing and customer flow management, however it won’t provide any data or offer more control over the queuing process. First come first serve is not enough in modern customer service centers in Dubai and anywhere else in UAE. Businesses offer multiple services, they have multiple service counters, some also offer stepped-services and there are tons of other aspects which could impact the customer flow and customer experience.

In such situation a smart software with AI (artificial intelligence) based algorithms and superior data collection tools can help businesses in effectively implementing their queuing strategy and help collecting data from customer touch points. A customer flow management software is a very effective tool to improve customer journey and customer experience. In this blog we will discuss why businesses need a customer flow management software?

What is Customer Flow Management Software?

A customer flow management software a software application which is designed to help improving customer flow, avoiding crowd at branch, reducing customer wait time and enhancing customer experience. The customer flow management software is a centralized application, which means all your connected branches can be managed and monitored form a central management control panel. All the branches are linked via a server and all the data is relayed to the main control panel and central database in real-time. These features not only improve business’s management capabilities but also enable them to respond to different situations very quickly. Furthermore there are several hardware components that are connected with the customer flow management software, such as ticket dispensing unit, digital signage displays, counter plates, and audio announcement system. These tools help businesses improve the efficiency of their branch and customer experience which is essential for success and growth.

The modern customer flow management systems comes with a variety of other hardware and software based tools, such as Emirates ID scanner, RFID, Barcode/QR Code Reader, integration with email, SMS, WhatsApp, customer feedback and much more. All these features help businesses offer innovative solution to their customers and ensure maximum efficiency at customer flow and a superior customer experience. In this blog we will discuss why a business needs a customer flow management software.

Advantages of Customer Flow Management System

There are several advantages of customer flow management system for both businesses and customers. One of the greatest advantage of using a customer flow management system is that it is customizable and allow businesses to utilize it as per their needs, for example, a hospital/clinic would have a different customer flow policy comparing to a telecom customer service center or banks. Similarly every business have different needs, hence every business can take full advantage of its innovative and customizable features.Here are some key advantages which make customer flow management software an essential tool for the digital transformation and customer satisfaction.

Advantages of Customer Flow Management System: Digitalization and Automation

The customer flow management system help in branch transformation and digitalization of services. The digitalization and automation help improving efficiency and the entire queuing process. With manual customer flow management there are several problems, disputes among the customers waiting in long slow-moving queues and the staff and even with other customers and visitors are a common sight, especially during peak hours. Furthermore it is difficult for customers and visitors to select the right queue as per their needs, people end up in wrong queues more often which cause more issues. The customer complaints are also very high in manual customer flow management methods. However, with the customer flow management software all these and several other inherent problems of manual queuing can be eliminated. The customer flow become more organized, smooth and automated which reduce customer waiting time and also improve staff efficiency.

Advantages of Customer Flow Management System: Reduced Customer Wait Time

The customer wait time plays crucial role in customer satisfaction, longer wait time less customer satisfaction and vice versa. The customer flow management software helps reducing the customer wait time. There are two aspects of customer wait time, one is the actual wait time and the other is the perceived wait time. The perceived wait time is a psychological phenomenon. Think of a slow moving traffic on a multi-lane high-way. We often think that our track is moving slower than the next one, but when we change track and more to the next track it seems like this one is even slower. All this is due to our brains perception. Similarly when we are in queue at a customer service center, we often think our line is moving slower than the next one, this cause line-jumping in manual queuing management. However, with the customer flow management software everyone knows that the customer calling, their position in the waiting line and everything is controlled by a computer, hence no-one can complain of favoritism, or any other discrimination. Furthermore the digital signage display, frequent audio announcements and other features kept the customer busy and engaged which reduce their sense of wait time and help minimizing both perceived and actual wait time.

Advantages of Customer Flow Management System: Improved Service Quality

When a customer flow management system is deployed, the service agents have more balanced workload, the wait time is reduced significantly, and the customers tend to be more happy and satisfied. This is due to many reasons, for example, when the customer flow management system is deployed it automates several steps of the customer journey which results in less wait time, the automation also lifts off a lot of workload from the staff which improve their performance. When the service agents work under a balanced workload, their performance get improved. The service agents doesn’t have to worry about the queues, customer complaints or such tasks, which allow them to fully focus on their primary tasks and results in better employee performance. When the employees have balanced workload and they can focus on important things, their quality of work also get improved. Which means the service quality is improved. Furthermore, as the customers also have to wait for a moderated period of time, they are also not unhappy when reaching to the service counter, this help service agents quickly connect with the customers and improves communication and results in better quality service and more customer satisfaction.

Advantages of Customer Flow Management System: Offer Virtual Queuing

All modern customer flow management software are equipped with virtual queuing features. The virtual queuing is not a new concept, however, it gained popularity in past few years, and now a days more and more businesses are adopting virtual queuing to enhance their customer experience. The virtual queuing allow customers to interact with the customer flow management software using various digital or remote channels such as smartphone applications, online customer portals, websites, SMS, WhatsApp, email, QR Code and online appointment booking tools. All these features offer convenience and easy access to customers and allow them to sign-up remotely for the queue. They can sign-up for the queue without even being present at the branch or in the physical waiting line. This offer them more freedom and control over their visit, and on top of that the customers can receive real-time updates, alerts and notification from any preferred channel. This allow them to plan their visit in a way that they can arrive at the same time when their ticket is called. Hence there is literally no wait time. That is why the virtual queuing features can significantly improve the customer flow and also reduce the workload of the branch. Businesses can save a lot by reducing and effectively managing human resource and branch operation.

Advantages of Customer Flow Management System: Collect Business Intelligence Data

One of the great advantage of a customer flow management software is that it can collect highly valuable business intelligence data. It can capture statistical and analytical data from each and every touch-point during the customer journey, it can monitor customer behavioral data, preferences and even employee performance data. All that can be very helpful in decision making process and help management making informed decisions. The employee performance KPIs and other data can be relayed to the HR department which help them improving their training programs and taking other important HR decisions. Businesses can also collect direct customer feedback from the customer flow management software, as it can be integrated with customer feedback tools as well as any CRM software. This help businesses to conduct several customer feedback management campaigns and do research to improve their future strategies and plans. The customer flow management software is a central application which means that it provide real-time updates to the branch managers, head-office and key stakeholders and avoid any delay in important decisions. The business intelligence data not only help businesses improve their strategies, but it also help them identify the flaws and problems and enable them to solve them without harming customer experience which makes it very important for long-term success and growth.

Conclusion

For any customer facing environment the customer flow management is the biggest concern of the businesses in Dubai and all around the UAE. The market is very competitive, the customers are more demanding and the industry standards are very high, in such scenarios it is extremely important to take all necessary measures to ensure customer satisfaction. The customer satisfaction depends on their experience in the branch, if they had a great experience they will definitely be satisfied. But it is extremely difficult to ensure customer happiness, especially during peak hours. The customer flow management software is the best solution to all those problems. It help businesses enhance customer experience and maximize the customer satisfaction. It help them improve employee efficiency, and also a great way for digital transformation. The digitalization and automation greatly help improving the operations of the business and help them effectively utilizing human resource and minimizing the operational cost. If you want to learn more about the subject or if you want us to implement a customized customer flow management software for your business, please feel free to leave a comment in the comment box below or contact us through our Contact Us page and we will get in touch with you soon.

Check out this: Features of a Best KPI System for HR

April 18, 2023

Queue Management System for Trucks and Logistic Centers

Most of the time the logistic centers, distribution hubs, warehouses, manufacturing units and such facilities can have very chaotic environment which can cause frustration among the drivers who have just been arrived from a long journey or are preparing for one. Furthermore a small mistake can cause delays which could be very expensive in some cases. Whatever the case is the delay and frustration among drivers and staff impact on the productivity of the business. Furthermore there are several other problems which caused by or are cause of poor management and result in poor performance, unwanted delays and unhappy staff. The scheduling can also be very hectic when there is poor queue management as most of the time it is difficult to track the vehicle/truck, especially when the supervisor or ground staff wants to pin-point a vehicle/truck they must have to find it first. The transport flow administration, truck tracking and queuing process could be very complex and difficult without a proper system in place. That is why the queue management system that is dedicatedly designed for transport flow management is a better choice to improve the performance of such businesses.

What is the Difference between Ordinary Queue Management System and a Transport Flow Management System

A queue management system is a digital solution for the customer flow management. Usually the queue management system is used to improve customer flow, customer journey and to manage customer experience. The queue management system for trucks and logistic centers is not as that different either, it is also used to improve customer experience, performance and productivity. However, the customers and the way the customer flow is managed is slightly different, as the queue management system for trucks and logistics centers manages trucks and vehicles instead of people.A wide area has to be monitored and managed instead of small waiting rooms or lobbies. That is why the queue management system for trucks and logistic centers uses a slightly different technology, however, the overall concept of the queuing is the same, only the technology and a few processes could be different. The ideal solution is to acquire a customized queue management to fulfill all your needs.

Queue Management System for Logistic Centers

The queue management system when implemented at logistic centers, warehouses, production plants and transport hubs have different hardware, usually an interactive kiosks with RFID, plate reading camera, facial recognition, and such instruments are used to facilitate the check-ins and reduce the time required for a customer service representative. Moreover the queue management system can collect live data and provide real-time updates which enable the manager to effectively manage the entire facility and also help reducing the resource consumption. The queue management system for trucks and logistic centers is specifically designed to rectify the inherent problems of such facilities and to improve their productivity. The smart features of a queue management system enable managers to carry out several plans such as planning the right time, date, and entry point for a vehicle, their entire route inside the territory and when they will be leaving. The dedicated transport flow management features help enhancing driver’s experience, reduce fuel consumption, save time and maximize the performance and productivity of the logistic center.

Simplify the Check-ins and Improve Performance

Most of the time the drivers and the staff has to spend time on checking in drivers and acquiring the paperwork and other stuff. However, with the interactive self-service kiosk that comes with the queue management system, the check-in process become self-service and relatively easier. The check-in kiosk allow truck drivers to interact with the system in their preferred language, they can scan documents and authenticate the IDs and do all process just from the interactive self-service kiosk. Furthermore the interactive self-service kiosk also allow management to put updated instructions, processes and news on the screen which also help improving the communication. Call center access and intercoms can also be added to help drivers access the support. Furthermore the queue management system is an integrated software application, which can interact with other systems too, whatever the case is it can immediately send alerts to all concerned persons in case if there is a delay, change of plan, reschedule or anything important. Such features can significantly improve the productive and performance of the facility.

Self-Service Vehicle Registration and Automatic Routing

The queue management system for trucks and logistic centers is built on AI (artificial intelligence) based smart algorithms which enable you to offer self-service and vehicle registration. The vehicle registration can be done using the integrated self-service interactive kiosk, or it can be done using an independent/third-party tool and the data can be linked to the queue management system. The vehicle routing can be done using in-built transport and vehicle flow management module. The system is completely configurable, it help implementing your policies and strategies. You can plan visits and add schedules which will help you improve the trucks and vehicles’ flow. Furthermore the vehicles can be routed using multiple dynamic and static signs and information screens which are linked with the queue management system. Another great feature of a digital queue management system is that it can collect and process queuing data in real-time which further help in enhancing the customer journey and it also help improving the vehicle flow.

Minimize Wait Time and Reduce Expenses

For the trucks and logistics centers the fuel economy matters a lot, no matter what types of vehicle you are using, the fuel economy and the long wait time could have serious long-term consequences. The queue management system for trucks and logistic centers have in-built analytical and smart features which can automatically collect queuing data from all touch points. The modern queue management system can also process the data and take decisions in real-time. This can greatly reduce the average wait time, as the vehicle routing is also automated, so the vehicle flow will be quicker and waiting time would be less. Thus the waiting time is reduced the fuel consumption of each truck/vehicle is also reduced. The queue management system is also capable of routing the trucks throughout the facility which will further help reducing the wait time and help improving and enhancing the customer journey. The reduction in fuel consumption, automatic routing reduce staff requirements, and on-time arrival and departure can help reducing the expense and operation cost.

Improve Communication and Collect Business Intelligence Data

A great advantage of a modern queue management system for trucks and logistic centers is that it enables you to improve communication between the truckers/drivers and the staff. Any update or alerts can be immediately delivered to the inbox of the vehicle drivers and any other concerned person. Furthermore the digital queue management system also offers smartphone applications which can further improve the communication. The queue management system for trucks and logistic centers is a digital tools which have in-built features to capture valuable business intelligence data which includes transportation flow management data, individual vehicle data, vehicle movement tracking, general stats, waiting time details at each checkpoint/stage, user preference and user journey details. All the data is processed by in-built analytical tools and transformed into actionable reports which can be utilized in decision making processes and help businesses make more informed and accurate decisions. Businesses can also use in-built feedback collection module to collect feedback from the truck and vehicle drivers such as self-service interactive kiosk, SMS, smartphone apps, emails, etc.

Overall the improved communication help achieving the higher efficiency and the business intelligence data help businesses to make long term plans and policies to maximize the productivity and profitability. The queue management system can also be integrated with other systems and tools, which help it to fetch or push data from and to other systems. The business intelligence data can also be fetched from other tools and systems and vice versa to make it more impactful and useful.

Conclusion

In Dubai and all around the UAE the transportation infrastructure is very advanced comparing to other parts of the region. However, the transport hubs, logistic centers, large production complex and such facilities lack a modern and advanced vehicle flow management system. In this blog we have discussed how a queue management system can be helpful in managing such facilities. A digital queue management system for trucks and logistic centers can be a great tool to maximize the performance, productivity and profitability. The queue management system not only automates user journey but it also help maximizing the performance and make everything easier for both the drivers and the staff. The queue management system can greatly optimize the operational cost by reducing various expenses. The business intelligence data help businesses understand their current setup and highlight the areas of improvements. When it comes to acquire a queue management system the market is full of various different solutions, if you want us to help you implement a customized queue management system for trucks and logistics centers or if you want to learn more about the subject, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

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October 26, 2021

Touch Less Customer Experience, Use the RSI Queue Management System

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

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

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

Read More: Queue & Waiting Time Management

Virtual Queuing

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

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

QR Code Based Sign-up

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

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

WhatsApp Enabled Queuing

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

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

SMS Based Queuing

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

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

Mobile Queuing via Mobile Apps

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

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

Online Appointment Booking Module

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

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

Third Party System Integration

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

Conclusion

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

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

September 11, 2021

The Ultimate Guide to Queue Management

In any service based industry in Dubai or anywhere in UAE the biggest problem every business and customer face is the long wait time and hard to manage queues. No one likes to wait. Whether you are a bank, a government office, a healthcare facility, an educational institute, a service provider or anything else, you will always find it difficult to manage the queues and your customers will always complaint about the long wait time. This not only ruin the customer journey and customer experience but it also destroys the brand reputation and the customer relationship. Which could have very bad consequences in long term and could jeopardize the future of the business or organization. It is difficult to completely eliminate the waiting, but it can be reduced, organized and managed to make the customer waiting experience more pleasant and their journey more satisfactory. For that a queue management system is used.

What is a Queue Management System?

A queue management system is used to manage the customer flow effectively, organize the queues, and reduce the customer wait time. This is the very basic definition of a queue management system. However, these days the business and organization in Dubai and all around the UAE are using the queue management system to transform the customer journey and customer experience. The main goal for any business of organization is to have satisfied customers. That is what a queue management system is used for. But it also provide other benefits, such as it increase employees’ work efficiency, it help improving profitability, reduces expenses and help improving customer relationship with the brand. The queue management systems are also a great source of valuable business intelligence which is vital for decision making and planning for the future. From the technical point of view a queue management system is a tool that help building and managing queuing processes, waiting line disciplines, customer routing, services channels, KPIs, feedbacks, statistical data and much more.

The digital queue management system consists of several different parts but all these parts can be classified in two main categories, the software and the hardware.

Queue Management System Hardware Components

A variety of hardware accessories and components can be added and integrated in a queue management system to achieve certain functionalities, however there are some essential queue management system hardware components:

Self-Service Interactive Sing-up Kiosk/Ticket Dispensing Kiosk
Digital Signage Screens
Counter Plates
Announcement System/Audio System

Some non-essential but popular components are:

Emirates ID Card Reader
RFID Reader
QR Code Reader
Payment POS and/or Cash Acceptance

There are a lot many other components that can be added to meet certain needs and unconventional requirements. Here are the details of all essential hardware components:

Self-Service Interactive Sing-up Kiosk/Ticket Dispensing Kiosk

The self-service interactive sign-up kiosk or ticket dispensing kiosk is used to allow the customers and visitors to sign-up for the queues. Usually a business is offering multiple services, and mostly certain counters are dedicated for certain services. Whatever the case is, a customer or visitor can select the desired service from the available services list and sign-up for that queue. Even if there is only one counter the self-service interactive kiosk is helpful for sign-up process, it saves time and automate the sign-up process. It also dispense a ticket bearing the customer number in the queue with estimated time to their turn or any other additional information or marketing content.

Digital Signage Screens

The digital signage screens are a very important hardware component of any queue management system. The screens are used to display the real-time queuing updates and other relevant information. It can also provide the list of the active counters along with the current ticket number serving on the counter. Businesses can also display the estimated time for the next few customers in line. Such information are very helpful in improving customer’s waiting experience. Moreover, the digital signage screens can also play multimedia content on it which keep the users engaged and also make their waiting experience pleasant.

Counter Plates

The counter plates are small digital displays that are placed on each counter. Usually these are small elongated LCD screens or LED displays, which display the counter number and also the active ticket number. Such information is very helpful for customer in finding their service counter.

Announcement System/Audio System

As the name suggest, it is a sound system used for customer calling and it can make announcements for the ticket number along with the counter number and any other required details. The audio announcement system consists of multiple speakers which are placed in different location to make the announcements audible for everyone in the waiting area. The announcements can be bilingual i,e English and Arabic or also in any other language.

Queue Management System Software Components

A queue management system software is an intelligent application and a well-crafted control console for the management. The software is used to implement policies, monitoring, and aiding queuing processes as well as it can also help improving various service delivery processes. The usually queue management system have a standard software application which is hosted on a server, it can be hosted in online hosting, cloud, or local/in-premises data center as well. The interactive kiosks, announcement system, digital signage and the agent computers are linked with the queue management system server application. The application also provide the administrative panel and control console. Here are some essential queue management system software components:

Administrative Control Panel
Agent Dashboard
Self-Service Interactive Kiosk User Interface
Digital Signage Controls
Reporting and KPIs Monitoring Module
Statistical Data Analytical Engine
Customer Feedbacks

Here are some popular queue management system software components:

Virtual Queuing Module
Appointment Booking System
Mobile Apps
QR Code Module

Here are the details of essential queue management software components:

Administrative Control Panel

The administrative control panel is basically a control console for the entire queue management system. The businesses can add and manage multiple branches. Multiple system users can be added as per the administrative hierarchy. The businesses can add head office users, higher level managers, branch managers, employees with various access levels, agents and other system users. The administrative control panel makes it easy to integrate the queue management system in the business and organization management and work flow.

The Agent Dashboard

The agent dashboard is the agent control panel. The agent can manage and control queues. They can utilize the customer calling functionality to call customers and make announcements. The service delivery related features can also be integrated in the agent dashboard to improve the service delivery process and quality. The system integration with other systems such as customer data base, sales system, CRM, etc. can be achieved via APIs which is a very secure and most efficient way for such data integration and synchronization.

Self-Service Interactive Kiosk User Interface

The self-service interactive kiosk user interface is the very first touch point of the customer. The customer generates their ticket number from the kiosks and sign-up for their queue. The interface can provide functionality to select from a list of available services as well as it can provide relevant information and any other functionality required for the sign-up such as scanning of the Emirates ID card or making payment for the service, etc.

Digital Signage Controls

The digital signage controls is a part of the administrative control console, it allows the management to run multimedia content on the digital signage screens along with the queuing information and other updates. The signage controls allow the management to perform basic digital signage functionalities to improve the user engagements and interactions during the wait time.

Reporting and KPIs Monitoring Module

The queue management system software has capabilities to monitor and capture data from each and every touch point of the customer journey. It also record valuable statistical data and measures various KPIs and other indicators. Which is very helpful for the management and make them able to make informed decisions on the bases of highly accurate data feeds from various sources.

Statistical Data Analytical Engine

The statistical and data analytical engine is also a part of the reporting module but it is a very useful component. It analyze the data and allow the management to extract the data in multiple format. It also help the management in creating reports with visual and graphical analysis and data presentations.

Customer Feedbacks

The customer feedback is a very important and essential part of business intelligence. It provides a direct window into the customer’s minds. The business can utilize the feedback to evaluate each and every aspect of the customer journey, the quality of the service and products, the employee performance and much more. The customer feedback along with other business intelligence highlights the areas of improvements and enables the management to take actions and make strategies for future improvement to maximize the customer satisfaction and quality of the service and products.

How to Choose a Best Queue Management System?

When it comes to the queue management system there are so many different vendors and systems available in the market. Businesses often get confused when they are selecting a queue management system. There are also some popular brands which advertise their systems with different brand names. However, there are certain things that a business should consider while selecting a queue management system to make sure it will be helpful in solving their problems.

Here are some key points to consider while selecting a queue management system or configuring/customizing a queue management system:

What are the Different Queuing Process Types?

The queuing process is basically managing the queues, streamlining the customer flow and improving customer journey. However there are certain service delivery mechanisms which are different for each business and that is how a business should chose a queuing process for their queue management system:

Single Phase Single Channel Queuing

When a business has single counter which serves each customer and a full service isdelivered through a single counter it is called single phase single channel queuing.

Multi-Phase Single Channel Queuing

When a customer will have to go to multiple counters to get a full service delivery and each counter serves a single step of the service it is called multi-phase single channel queuing.

Single Phase Multi-Channel Queuing

When a single service can be delivered at a single counter and there are multiple counters who can serve the same service it is called single phase multi-channel queuing.

Multi-Phase Multi-Channel Queuing

When a single service delivery requires a customer to visit multiple counters and for each step more than one counters are available it is called multi-phase multi-channel queuing.

How the Branch, Office or Facility Operates?

The capacity of the branch, office or customer service center is also important and it will help you selecting an appropriate queue management system which will meet your needs. Here are some important things that you should understand about the facility:

The Population of the Customers

The population of the customers or daily footfall is classified in two categories, one is limited and the second is unlimited. Facilities like boarding counters and clinic have limited number of expected customer or daily footfall. Facilities like customer service centers and banks doesn’t have a limited or pre-defined number of expected customers or daily footfall.

The Method of Arrival

The method of arrival is also important. Usually business operate on single arrival mode, it means that each customer will come individually. However some businesses are serving customers in group arrival mode. It means the customer will arrive there in form of a large group such as Immigration Services, HR Departments, etc.

The Infrastructure of the Facility

The infrastructure of the facility is also important. A business should consider the number of counters, space for the queues, capacity of the waiting areas, and size and shape of the facility. These things will help business in determining the type of the queue management system as well as the size and quantity of the components require for a cost-efficient queue management system solution.

What are the Benefits of a Queue Management System?

A queue management system can significantly improve the customer journey and provide several benefits which help businesses in improving profitability and ensuring steady growth. Here are some of the major benefits of a digital queue management system:

Reduce Customer Wait Time
Improve Customer Waiting Experience
Improve Customer Journey
Improve Customer Happiness and Customer Satisfaction
Improve Customer Loyalty and Reduce Customer Churn Rate
Organize Queues and Customer Flow Effectively
Automate the Customer Journey
Improve Employee Performance and Reduce their Workload
Improve Resource Management and Reduce Operational Cost
Improve Service Delivery Quality
Collect Customer Feedback
Gather Valuable Business Intelligence
Measure KPIs, Prepare Reports and Improve Future Strategies
Improve Revenue and Profitability
Bring Innovation and Get Competitive Edge

These are only a few benefits of a queue management system. When a business implement a queuing solution they can literally transform the entire customer journey and customer experience which will help them improving service quality and customer retention. The customer happiness improves customer loyalty and customer loyalty help business building good relationship with then and a positive brand image in the market. In a long term a queue management system can provide excellent ROIs.

Conclusion

A queue management system is considered to be an essential part of the service based industry. Especially in Dubai and all around the UAE where the competition is tough and the customers have too many choices, it is extremely important to stay ahead of your competition and ensure ultimate customer experience and customer journey. The happy and satisfied customers are more loyal to the brands and loyal customers can be a great asset for a business. The customer loyalty plays an important role in business growth. In this blog we have discussed the queue management and the queue management system. If you follow the above mentioned guide to understand the queuing process and to assess your queuing needs, you will be able to get a very efficient and cost-effective queue management system. RSI Concepts is a leading name in Queue Management System providers in Dubai, UAE. If you need any more help, 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 blog: Why should you adopt queue management systems?

September 1, 2021

World’s First WhatsApp Queue Management Solution

The queue management systems and solutions are considered to be a mandatory tool for any service based industry. Whenever a business will have to manage daily customers and guests, they need an effective and efficient customer flow management. Which is only possible with a digital queue management system. These days as the customers are more inclined towards a bit more digitalized and contactless user experience, the virtual queuing gain popularity. Businesses are getting amazing results after implementing virtual queue management system. When it comes to virtual queuing the biggest advantage is that is enables the guests and customers to sign-up remotely for the queues. However there are certain ways that a customer can sign-up. The most popular method is the smartphone applications, which have a lot many other advantages and benefits too. However, the most convenient method to enable remote sign-up is the WhatsApp. These days in Dubai and all around the UAE almost everyone have WhatsApp, in fact it is one of the most popular messenger app in the entire world.

How WhatsApp Queue Management System Works?

A queue management system is all about improving and managing the customer experience and the WhatsApp is the simplest method a business can offer to their customers. The WhatsApp Queue Management Solution is a queue management system integrated with the WhatsApp instant messaging application. The customers can sign-up using their WhatsApp, no need to print tickets, or call at the branch to reserve a spot, or access to the customer portals for appointment or anything else. Usually businesses encourages their customers to install their mobile apps on their smartphones, however, not everyone appreciate it. But with the WhatsApp queue management solution the customer can instantly sign-up for the queue, get live coverage and announcements on the WhtasApp without getting hustle of any app installation, or accessing a website or anything else. This makes the customer journey over simplified and yet very impactful. The customers get a great user experience and end up happy and satisfied with the brand.

The WhatsApp queue management is very simple and easy for the customers. All they need is to scan a QR Code, and the mobile phone will automatically open up a new WhatsApp window, which usually have a list of the categories, and then the customer can choose the appropriate category to sign-up for and instantly receive an e-token or digital token for the queue. The customers can get real-time updates of the ongoing queue and will be notified when their turn will be near and also when their turn will come. After the customers got served the businesses can easily collect customer feedback from the whatsapp.

What are the benefits of WhatsApp Queue Management?

The biggest advantage of a WhatsApp queue management system is that it significantly improve customer experience and customer satisfaction. There is also no need to download and install any new application which occupies storage space on the phone. The customers’ overall journey is reduced and their efforts are also reduced. Here are some of the best advantages and features of a WhatsApp queue management:

Remote Sign-up Facility
Real-time branch data and updates
Easy Sign-up using a QR Code
Reduced wait time and automatic customer journey management
The WhatsApp interface makes it easier for the customers and help reducing customer effort score
Completely contactless sign-up process
Customized notifications, reminders and alerts throughout the entire customer journey
Direct communication with the customers
Simple Information broadcasting such as branch timing, current queuing status, pre-signup requirements, etc.
Ability to check status of multiple branches, and on-demand status updates
In-built customer feedback system or integrated customer feedback system
Reduce customer wait time, improve customer flow and reduce workload of the employees result is improved employee efficiency
Easy branch management, crowd prevention and social distancing compliance features
Improved customer experience and smooth customer journey results in higher customer satisfaction
Simple and easy administration, automation capabilities and monitoring tools enable the business to have a close eye on the entire process
Customer feedback collection, KPIs monitoring and business intelligence gathering
Very Cost-effective queuing solution

These are the general features of a WhatsApp queue management solution. Moreover when a system is customized for a particular business or enterprise it could offer a lot more benefits and could be a great competitive advantage. The system integration also allows to integrate the WhatsApp queuing system with other business tools and enterprise solutions to enable a robust and swift control and command center at head-office or at the branch. The remote management makes it easier for the head office to monitor and improve the performance of the connected branches and make informed decisions on the bases of customer feedback and business intelligence.

Conclusion

WhatsApp is one of the most popular app in the world. In Dubai and UAE almost everyone have WhatsApp on their phones. The whatsapp sign-up process is very simple and convenient. The customer will have to scan a QR Code and they will be directed to the WhatsApp chat where they can chose the required service and sign-up for the queue. The customers are not even required to be physically present in the queue, they can wait anywhere. The WhatsApp queue management system also provide live queuing information and on-demand info requests are also available. This queuing method significantly reduce the wait time, improve customer flow, prevent crowd formation at the branch and reduce work load of the employees as well. The employee’s performance also got improved and consequently the service quality also improves. The WhatsApp queue management solution are a very cost-effective queuing solution and it can significantly improve customer happiness and overall business’s productivity and profitability. RSI Concepts is a leading queue management system provider in Dubai, UAE, if you want to upgrade your customer flow management to meet the needs and expectations of your customers, feel free to get in touch with us through our Contact Us page or leave a comment in the comment box below.

Check out this blog: Top 10 Virtual Queue Management Benefits

June 20, 2021

Queue Management Challenges 2021

As the year 2020 had a huge impact on everyone, the customers are expecting a bit more digital experience. The year 2021 brings new challenges for queue management and queuing systems as well. Businesses in Dubai and all across the UAE will have to adopt digital solutions in order to meet the expectations and needs of the customers. The customer interaction should also be improved by adding digital interactions and experience. Nowadays the price has become a secondary factor when it comes to the customer loyalty, instead, the experience and interaction is the most important factor in customer loyalty. If you are offering a good price but not a good interaction your customers will soon leave you. Investing in customer experience projects and strategies such as queue management systems is a long-term investment, it could literally double up your revenue in three to four years. However, if your customer journey and customer experience are slightly less than the average you will immediately witness a decline in revenue, and customer retention will become harder. This scenario results in a lot of challenges for the queue management systems as well.

Here are some challenges for a queue management system in 2021 and their reasons:

Challenge No 1. The Impact of Pandemic

The customer experience was earlier ruined by the crowded waiting areas and long queues. Businesses have to find innovative ways and solutions to manage such scenarios. After the pandemic of the COVID-19, this has completely changed, now businesses not only have to handle the queues but they must have to deal with the social distancing and health and safety regulations as well. Here in Dubai and all around the UAE the governments have very strict policies and regulations, which are great for the health and safety of the public and society but for the business, it becomes even harder to manage the customer flow under such circumstances. The queue management systems earlier were programmed to automate customer journey and customer flow, now they must have to manage and control the number of customers allowed to be in the queue in order to implement social distancing.

Another most important factor is that businesses all around the world are actively seeking methods to cut costs. In such scenarios, expensive solutions or bulky upgrades are not an option for most businesses. This means that the queue management systems must have to be very cost-efficient and very effective to deal with social distancing and such scenarios. A queue management system will have to provide additional features and functionalities to aid the management in handling such situations at the same time it has to be very cost-effective too. If we talk about the long-term gains, queue management is an excellent customer happiness solution, as for the short-term gains, leading queue management system providers in Dubai such as RSI Concepts are offering great deals and support for local and international clients.

Challenge No 2. Customer Expectations

Customer expectations is a very important trend to keep an eye on. There are so many factors that influence customer expectations. The more notable are the competitors, the overall market trends, for example, in 2021 all sorts of businesses, public and private sectors, government offices, and everywhere else where ever you go, the social distancing is a must. This lead to a new trend, now a day’s people expect from their brands and service provider to offer certain solutions and systems in place which will help them to implement social distancing and such stuff.

Apart from social distancing, even before that in Dubai and all across the UAE businesses and institutions who are facilitating visitors and customers are always having one or another kind of digital queue management system. This trend led people in expecting a digital queue management system wherever they go. If their brand is not offering a digital queue management system then they will perceive it negatively and they could think that the brand is outdated or old hence they should consider other businesses who are offering better services, etc.

Another important factor is the competition. If your competitors are offering a digital queue management system at their branch, then your customers and visitors will also expect a digital queue management system there and so on and so forth. That is how customer’s expectations are formed and businesses should have to consider those trends and customer expectations when making future strategies and taking decisions.

Challenge No 3. Customer Journey

The year 2021 is the year of digitalization, everything is getting digital. The things that can’t get completely digital are getting partially digital with heavy involvement of digital systems and solutions. That is not all, businesses have changed their practices and methods too. The queue management systems have to adapt to all those changes as well. Businesses are moving towards digital interactions and inventing ways to be as contactless as possible, however, in most cases a completely digital customer journey is not possible. Now a day’s queue management systems are integrated with various other systems to expedite the customer flow and to improve the customer journey. Most of the queue management system providers in Dubai are focusing on innovating new ideas and personalized queue management systems for certain industries.

The general consumer market is leaning towards online and eCommerce. However, the service-based industries that can’t completely go digital are partially digitalizing their services and service delivery mechanisms. For example, virtual queuing is partially digitalizing the customer journey and queue management. The online appointment is helping the health care industry and so on. As per the regulations and laws, only a certain percentage of customers and visitors can be welcomed at a given time. This means that the businesses would not be able to let more people inside the premises to wait in the waiting area. The customers will have to wait outside. In order to deal with this problem the queue management systems adapted to virtual queuing, online appointments, smartphone apps, and such features to help both the business and the customers too.

Challenge No 4. Customer Experience

Another toughest challenge that a queue management system has today is the customer experience. Despite all those factors that are not only changing the customer behavior but also demand a completely different approach to handle customer flow, maintaining the customer experience is a very challenging job. This is why the queue management systems have to adapt to the new trends and requirements very quickly. All the customer touchpoints, interactions, and relevant business processes that were being handled through the queue management systems should be reworked and redesigned. The modern queue management systems in 2021 are not only a ticket dispensing and customer calling setup but in fact a complete customer happiness and customer experience management tools.

The customers are very sensitive these days, especially about their interaction and experience at public places. As the market has shifted rapidly so there is too much confusion among the marketers and businesses, everyone is trying to catch up. In such situations, things could easily go wrong, so it is important to focus and work in the right direction. This demands critical thinking and a better understanding of customer behavior and demands. Although it may sound difficult it is not. These days the most important thing any customer wants is the quickest service delivery, the least wait time, and better human interaction. Well, this is what a customer always wanted. But these days, it is extremely important to focus on these factors to improve customer experience. An advanced queue management system should be able to help management in dealing with such situations.

These days, the overall market trends and the behavior of the general population are changing. The working from home, online schools, eCommerce, and a long list of online services which before that we never thought could go online, have completely shifted the market trends. Now the customers are very comfortable with the digital experience, in fact, prefer digital over traditional methods. So including digital fragments into your business process along with the personalized interaction or human interaction could really boost the customer experience which will increase customer happiness and satisfaction.

Challenge No 5. Virtual Queuing

Virtual queuing is also a modern customer flow management technique. The virtual queue management system is a queuing system that allows the customers and visitors to sign-up for the queue even before physically appearing at the business. There are so many different methods and approaches to attain virtual queuing functionality. Virtual queuing not only allow remote sign-up but also provides the queuing information and various other data directly to the customer using various different mediums, the most commonly used methods are SMS and Smartphone Applications. This data and live status updates are very helpful for the customers as well as for the business.

The virtual queue management systems are gaining popularity in Dubai and also all around the UAE. Virtual queuing can significantly reduce the customer wait time and in fact, it can completely eliminate the wait time. The customers and visitors are already provided with live updates and queuing information so they can come at the exact time when their number is called. Virtually there will be no wait time at all. The virtual queue management systems also reduce the workload of the staff and servers/agents. Which further improves their efficiency and service quality. The customers and visitors can have an excellent user experience.

Virtual queuing can be a little bit challenging if not planned properly. However, at RSI Concepts, we have a highly experienced design team and business analysts. Our virtual queue management systems can not only provide a personalized experience but also provide a very flexible control panel and data collection module for the management.

Challenge No 6. Integration with Other Systems and Tools

In order to cater to the needs of the businesses under today’s circumstances, a queue management system will have to be able to synchronize and integrate with tons of other enterprise solutions and business tools. For example, in order to include a virtual queuing module the queue management system will have to be linked with the Smartphone Applications, QR Code module, Customer Portals, Intranet, ERP, and Sales System too (if required). These are just a few commonly used types of integration. There are several others that are required to ensure the desired customer experience.

Integration is usually done via Secure Web Services or APIs. Integrating one system with another could be tricky but integrating one system with three or four or even more different systems and synchronizing data between all of them could be very challenging for a queue management system. Sometimes there have to be some intermediary applications to make sure everything works as per the plan without any technical problem. These apps should be designed and developed along with the customization of the queue management system as well.

As each and every business has certain business processes and unique methodologies and practices. So the queue management system also has to be very flexible in order to support the businesses in improving their efficiency and productivity without forcing them to change their business processes and methodologies. This could be even more challenging when the queue management system will also have to integrate with various other systems and corporate tools.

Conclusion

As the year 2020 has completely changed everything the customer journey and customer experience that we were experiencing earlier have been completely changed. The pandemic and resulting circumstances have changed every aspect of our daily life. When social distancing is required the digital and online services are the best solution. However, there are still so many businesses that can’t conduct business online. People will still have to visit the business or a local branch to get the service done. The trends have been shifted and the general behavior of the customers has been changed completely. This means that in order to maintain a better customer experience and customer journey, the queue management systems should also have to evolve.

This brings a lot of new challenges for the queue management systems in the year 2021. The new digitalized features and virtual queuing are not new to the queue management system industry. However, earlier multiple different digital services were provided in different types of queue management solutions. But now a day, all those features have to be provided in a single queue management system. The business should also have to maintain the best customer experience, which is also very challenging for the queue management system. This blog was to highlight those challenges and to let our audience have a better understanding of the market trends and the new advancements in the queue management system market. At RSI Concepts we have specialized in queue management systems and various other customer happiness and customer satisfaction solutions. If you need any help or want to get a quote, 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.

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