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6 Benefits of using Queuing System in Hospitals

Hospitals, Clinics and Healthcare facilities have to manage the customer flow or to be precise patient flow with great care and caution. No matter if you are using a queuing system or not managing a patient flow is a great deal. As there are different departments, sectors and segments of patients depending upon their medical condition, emergency state or needs. Unnecessary delay can seriously annoy the patients and could potentially cause issues with their health too. In hospitals, clinics and healthcare industry maintaining a great user experience is very important. As the patients are already stressed out or worried and sometimes they came with their family or friends, who could also be anxious to get the treatment or examination done as quickly as possible. Everyone comes in hurry and wants to get everything done immediately, so streamlining the patient flow and management of the queue is very critical in inpatient experience and patient satisfaction.

6-Benefits-of-using-Queuing-System-in-Hospitals

That is not all, the hospitals should also have to reduce the service delivery time, as some services could take multiple steps, for example, first an appointment with the dentist, then the X-Ray photography, then again examination by the doctor and then prescription or the treatment. The patients expect this all to be done in a single day or even in a few hours. Not only for the dentist, but for all other departments, the patients behave almost the same, so the hospitals should have to come up with a strategy to reduce the wait time, manage the doctors, staff, labs and other resources with efficiency and complete the service in a way that the patient left the facility with a happy face.

This is where a professionally designed queue management system (QMS) or queuing system could help the hospitals, clinics and other sectors of the healthcare industry. Our queuing system can control the patient flow, automatically route them, reduce the wait time, reduce the workload on the staff and improve the service delivery efficiency and reduction in the workload of the hospital management as well. This all results in a great customer experience or in our case patient experience.

See More : 3 dimensions of Queue Management System for Hospitals

Here are the 6 benefits of using a queuing system in hospitals:

1. Efficient Patient Flow Management

Efficient-Patient-Flow-Management

Our queuing system specifically designed for hospitals, clinics, laboratories, testing facilities, health care facilities and pharmacies allow the staff and the management to effectively manage patient flow. This will significantly reduce the patient wait time and improve service delivery. Different patients come with different needs and require different treatments, hence should be queued for different counters or departments, our queuing system will automatically manage them as per their needs. The queue management system (QMS) for hospitals will allow the management to easily implement their patients handling policies and rules, and will automatically follow those rules to manage the patient flow.

See More: Queue Management System Integrated with Appointment Management System

2. Automatic Patient Routing Protocols

Automatic-Patient-Routing-Protocols

Our queuing system for hospitals is tailor-made to serve the special needs of hospitals and other healthcare facilities. The system allows the management to configure and create protocols for different routes and then will automatically route those patients accordingly. This significantly reduces the wait time and service delivery time. Each patient can be automatically routed towards their respective counters, departments, facilities and doctors. Otherwise the patients will have to wait in a single queue which usually works on first come first serve bases, and the patients will have to wait in a long queue before getting routed to their required section or department. This improves the patients experience a lot and help the management to provide a relaxing and comforting environment for the patients and their attendants.

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

3. Remote Sign-up, Smartphone Application and Patient Feedback

Remote-Sign-up,-Smartphone-Application-and-Patient-Feedback

Remote sign-up enables you to provide your patients with a facility to sign-up for the queue even before physically appearing at the hospital. This functionality could be achieved by multiple methods, it depends upon your policies and strategies. The patients can remotely sign-up for the queue either by smartphone applications, by email, by a phone call or by SMS. The most popular methods are by a smartphone application and phone call. This significantly reduces the patient wait time and also the service delivery time. Which further enhances the patient experience and allow more flexibility in the patient journey management. The smartphone application for our queuing system is also capable of providing real-time updates and other features that can help both the patient and the staff as well.

See More: 5 Paramount Needs of Queue Management System for Schools and Colleges

4. Integration with Online Appointment Booking Module and other Corporate Systems

Integration-with-Online-Appointment-Booking-Module-and-other-Corporate-Systems

This is another great feature of our queuing system for hospitals. This enables our queue management system (QMS) to integrate with an online appointment booking module, which could virtually eliminate any wait time at the premises of the hospital. The patients can arrive at the exact time and get their examination or treatment done immediately. A web-based portal can be provided for the patients to log in or sign-up for their next appointment or treatment at the time of their convenience and availability of the doctors or the labs or any other relevant resource. This prevents the crowd in the waiting areas and also provide an excellent experience to the patients. The patients don’t have to wait anymore, and the staff also don’t have to worry about managing too many patients in the waiting areas. Apart from the web-based portal, the same can be achieved by the smartphone application as well. Usually, hospitals are providing both platforms to their patients so the patients can choose the most convenient method.

Integration with other corporate tools such as ERPs, Intranet, HR Systems and other corporate tools can also be done in our queuing system for the hospitals. The integration is usually done via secure web services or APIs, and it allows our QMS to communicate and synchronize with other systems in real-time. For example, if a doctor went on leave for a day, so all his appointments would automatically get rescheduled, the patients will automatically get notified and the staff don’t have to worry about calling dozens of patients and informing them or rescheduling their appointments. There are so many other benefits and features that can easily be achieved by the integration with other tools and our queuing system for hospitals.

See More: The Leading Queue Management System Provider in UAE

5. Improved Patient Experience Ensures Good Business

Improved-Patient-Experience-Ensures-Good-Business

Reduction in wait time, automatic patient journey management, fast service delivery and great patient experience ensures a satisfied patient. A happy customer or patient means a good reputation. Especially in the healthcare industry where most of the time people consult with their family, friends and colleagues before selecting a medical facility for the treatment, the word of mouth could do wonders for your growth. The queuing system for hospitals, clinics, test facilities, vaccination centres, labs and pharmacies comes with a lot of many benefits, one of them is the automation, which significantly reduces the workload of the staff and also ensures satisfied and happy staff, which further brings positive effects on the service delivery and patient experience. The improved patient experience is a guarantee of a steady and long term business growth. The cost cut and efficient management results in great profitability.

See More: Can a Queue Management System Improve Customer Experience?

6. Great Business Insight, KPIs and Patient Feedback

Great-Business-Insight,-KPIs-and -Patient-Feedback

The digitalization is doing wonders, rather than managing the queue manually or semi-digital there are so many human interventions, which also results in delays, errors, issues and overall a poor patient experience and patient journey through your hospital. The queuing system ensures a great business insight with its powerful statistical and analytical software engine and KPIs (key performance indicators) monitoring. The data can be viewed and monitored in real-time as well as stored in the reporting module and tools. This data will help hospital management to better understand the performance of their service delivery strategy and mechanisms. This also enables the management to closely monitor staff performance. All those information can be channelled to multiple departments and can be viewed in multiple formats which can help the management in the decision making process and forming the future strategies.

The patient feedback can be collected through various means, mostly we recommend to implement multiple methods to collect as much feedback as possible. The first and most popular method is to place tablets, kiosks, or interactive screens inside the hospitals on various strategic points to encourage the patients to give their feedback or to opine on the service quality they are receiving. The second and very efficient method is to collect the patient feedback through online channels, such as surveys and happiness scales, shared in form of URLs, QR Codes, SMS, Emails, etc. The third and comparatively new method of taking patient feedback is the smartphone applications, and as the trends are changing in the market, the general public prefers to do most of the stuff through smartphones. It is convenient, easy, simple and less complex than other methods. The patient feedbacks and suggestions could help the management get a first-hand understanding of their patient’s problems and expectations. This could help the hospitals a lot in improving their services, service delivery methods and overall patient journey.

See More: Features of an efficient Queue Management System

Conclusion

The queuing system designed for hospitals, clinics, laboratories, test facilities, vaccination centres and other businesses in the healthcare industry can do wonders. It can significantly improve the patient experience and staff efficiency. This ensures, cost cut, good reputation, steady growth and great profitability. The queue management system allows the hospitals to reduce the patient wait time, the large screens in the waiting areas can be used effectively to ease the waiting time stress. The automated patient routing will significantly reduce the wait time and improve service delivery time. It will also help to reduce the workload on the staff. The Benefits of QMS for Hospital Administration are amazing.

Online sign-ups, appointments, integration with other corporate tools and systems, and other features help to improve the patient experience and satisfaction. Well, organized customer flow management and automation will reduce the workload of the staff and ensures staff satisfaction as well. Which eventually further enhances the patient journey and experience. The KPIs, reporting, statistical and analytical data helps management in decision making and for future strategies. The QMS will help both patients and hospitals. If you are operating in the healthcare sector and want to achieve your future goals, feel free to reach us out at our Contact Us page and we will soon get back to you. Or leave us a comment in the below comment box and we will revert back to you.

Check this out: How Queue Management System can benefit in shipping industry?

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Queue Management System for Vaccination Centers in UAE

As very recently the UAE has rolled out a mass vaccination campaign. In a few days, due to the excellent management and remarkable government strategies the UAE have become number one in the maximum number of daily administered vaccines country. Not only that the world also recognized UAE as the most efficient country in the vaccine logistics and distribution as well. This also requires the vaccination centres and healthcare institutions to manage hundreds and thousands of visitors on daily bases. The UAE government have a zero-tolerance policy towards social distancing and it is mandatory by law to take safety measures and maintain a social distancing environment in all public places, whether it is outdoor or indoors. This is when the queue management and customer flow management becomes difficult for vaccination centres in the UAE. RSI Concepts always provide innovative solutions and products to support the community. We are introducing a specialized queue management system for the vaccination centres in UAE with very specialized features and functionalities.

Queue-Management-System-for-Vaccination-Centers-in-UAE

Manage a Large Number of Visitors and Maintain Social Distancing

Manage-a-Large-Number-of-Visitors-and-Maintain-Social-Distancing

Managing a large number of Queue is always difficult, and especially in the current situation when the management will not only have to manage the customer flow but maintaining the social distancing is also very important. Our Queue Management System is very capable of implementing your policies. The integration of digital signs, audio announcements, and multiple screens will help the branch to manage a large number of people effectively and maintaining the social distancing too. The queue management system is pre-programmed to follow certain modes and certain criteria’s, moreover, the configuration panel even makes it easier to implement your customer flow management policies to maintain social distancing as well as a super-convenient to manage a large number of customer flow at the vaccination centres.

Online Appointment Booking for Vaccination Centers

Online-Appointment-Booking-for-Vaccination-Centers

Online appointment booking is a very advance feature and it helps both the visitors and the management to effectively manage the customer flow and enhance the user experience at the vaccination centres. People who have prior appointments or want to book a spot for a certain day or time, can easily login through the online portal to register and request for the appointment, the staff will be able to manage and control the online bookings as well, for example, if a user wants to book a certain date or time which is already full then the staff will have the option to suggest any other suitable time and day or multiple dates and time options and then the visitor can choose any one of them or even then the visitor will be able to request for any other time and the same process can be repeated. This makes it very easy for the visitor and they don’t have to wait in large queues at the vaccination centre.

VIP or Premium Visitors

VIP-or-Premium-Visitors

Our queue management system will also allow the vaccination centres to handle the VIP or premium customers separately, it depends upon the policy of the vaccination centre. For example the VIP or Premium visitors/customers who have paid more to choose the fast track transition. The vaccination centre can handle such visitors/customers separately or at separate counters with VIP service, and they don’t have to wait in the regular queues. This will not only enhance the user experience of the VIP or premium visitors/customers but it will also reduce their wait time and allow an opportunity for the vaccination centres to get compensated for their VIP services.

Smartphone Applications and Remote Sign-ups

Smartphone-Applications-and-Remote-Sign-ups

The smartphone applications are changing the world, from healthcare, retail, e-commerce to government services, these days all sort of businesses, organizations, industries, service providers, and government departments are offering a ton of services through mobile apps. The healthcare sector is no exception. The online booking systems are already in place in a lot of many hospitals, clinics and testing facilities in Dubai, Sharjah, Abu Dhabi and the other Emirates of UAE. The vaccination centres should also utilize the smartphone applications to increase their operational efficiency and to improve patient/visitors experience through the branch.

The smartphone applications are very powerful and capable tools, the vaccination centres can use them for remote sign-ups for the queues and for publishing and providing information in real-time. The visitors and patients would be able to check and monitor the queue status using their smartphone applications. This will not only reduce their wait time but it will also reduce their service delivery time and risk involves visiting a crowded place. The vaccination centres can also provide valuable information and can alert the patients using push-notifications. As the vaccinations are done in two sessions, so the vaccination centre can also use the smartphone apps to schedule and alert the patients for their second visit. In short, the queue management system smartphone applications are a very useful tool for both the vaccination centre and the patients/visitors.

Collect Visitors’ or Patients’ Feedback using Queue Management System

Collect-Visitors’-or-Patients’-Feedback-using-Queue-Management-System

The vaccination centres can collect visitors’ or patients’ feedback too. This could provide extremely valuable data which could help the vaccination centres to understand not only their patient flow management and service delivery system’s efficiency but also the effectiveness of the vaccine too.

Collect Visitors’ Feedback inside the Vaccination Center

The queue management system can be connected with kiosks, tablets, and interactive screens that can be placed in various location to collect visitors’ feedback. The small interactive screens or tablets can be easily placed inside the centre where the doctors or medical staff is administering the vaccine. This will help the management to understand how effective their patient flow management is, and what problems the visitors and patients are facing inside the vaccination centre. The smartphone application can also be used for this purpose.

Collect Patient’s Feedback After they got the Vaccine

The vaccination centres all around the world don’t have a well-organized method of collecting the patients’ feedback after they got the vaccine. Our specialized queue management system is capable of providing a very simple and easy portal for the patients to express their feelings and experience of the vaccine they are receiving. It is nearly impossible for the vaccination centres to ask an individual patient to revisit the centre to provide their feedback or even to give their opinion on the phone. That requires a lot of resources. So, the vaccination centres can utilize the queue management system’s online web portal or the smartphone application or both to request the vaccine recipient to share their opinion and symptoms (if any) after receiving the vaccine. The vaccination centres can evaluate different vaccines on the bases of these inputs. The vaccination recipient’s feedback data can also be relayed to the relevant authorities for further examination and could be very useful for not only for the nation but for the entire world.

Queue System Usage Stats and Data Analysis Tools

Queue-System-Usage-Stats-and-Data-Analysis-Tools

The system usage stats and other KPIs (key performance indicators) can help the management to understand the operational efficiency of the entire vaccination centre and its staff. This could help the management to take vital decisions to improve their operational efficiency, reduce the operational cost, utilize the resources at their maximum, evaluate the staff efficiency and do the improvements which will increase the patient’s satisfaction level and it will enhance their journey throughout the service delivery process. Furthermore, the reports can be exported and downloaded in different electronic and printable formats.

Centralized Information and Command Center

Centralized-Information-and-Command-Center

Our specialized queue management system for vaccination centre comes with another great feature which is a centralized information centre and a unified command and control centre. The system can be implemented in several branches and locations, and a unified command and control centre or the head-office can have full authority and real-time access to each and every operational module in any branch. The head office will also be able to monitor all branches remotely from the head office and can also get access to the statistical and usage data of any branch from the head office. This makes the management and monitoring of the branches very easy and convenient.

Integration with other Systems and Tools

Integration-with-other-Systems-and-Tools

Our queue management system for the vaccination centres can be integrated with virtually any third-party or off-the-shelf software tool, or ERP, or data centre, or any other corporate tool using the very secure web-services and APIs. This feature enables the queue management system to communicate with other systems and data centres. For example, if the Emirates ID card authentication is required for each patient to collect their information in the system that can easily be done, using APIs and an Emirate ID card scanner in the queue management system. If the Vaccination Center wants to push the data or pull the data from any other internal ERP or any other corporate software tool, that can also be achieved using the secure web services and APIs. This increases the operational capabilities of our queue management system for the vaccination centres and it also makes it easy to manage for the management staff.

Conclusion

The vaccination centres in the UAE will have to vaccinate the entire nation, which requires intensive operations and extreme workload on the vaccination centres. The daily visitors could easily exceed thousands, which also makes it very difficult for the management to effectively manage the patient flow. This could cause a lot many troubles and a continuous hustle for the vaccination centre management. Our queue management system not only allows the management to automate a lot many processes to reduce the workload of their staff. This will increase the operational capabilities of the vaccination centre and it also makes the visitor happy by reducing their wait time and making their journey easier. The integration capabilities of our queue management system allow it to push and pull data from other data centres, which makes the authentication easier for the staff, and it automates the process which reduces the workload and also reduces the service delivery time for the patients and visitors. The patient feedback module not only allows the vaccination centres to evaluate their performance but it also allows the vaccination centre to evaluate the vaccine itself. The patient’s reviews and experiences after receiving the vaccine could help the vaccination centre, doctors, researchers and the concerned authorities to evaluate the performance of the vaccine. If you need a quick fast track installation of our queue management system in your vaccination centre or department, please do contact us using our Contact Us page.

Check this out: Queue Management System for Government Departments in Dubai

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Queue Management System for Government Departments in Dubai

In Dubai, Sharjah, Abu Dhabi and the other Emirates of UAE there are hundreds of government departments who are serving millions of customers. As per the digitalization of the government of the United Arab Emirates, all of the Emirates have rapidly evolved their services and compatibility. The federal governments and state are considered to be the most resourceful and considered to be amongst the world’s top welfare governments in the world. The digitalization project and the welfare of the residents of the UAE lead to a rapid adaptation of the latest technological solutions. The UAE and Dubai are leading the world in a lot many technological advancements and initiatives from the government for the residents and national of the UAE and its all Emirates. There have been hundreds of government public offices operating in the country to serve the local and ex-pat community. RSI Concepts is one of the leading queue management system solution providers for the government sector in the UAE.

Queue-Management-System-for-Government-Departments-in-Dubai

Why the Queue Management System is so Important for the Government Departments?

Why queue management system is so important for the government departments? The main objective of having a digital queuing solution and customer flow management system is to provide a great customer journey and ensure the highest efficiency of the staff. If the queue management system is not capable of doing so, the management will start receiving complaints from annoyed and unhappy customers, which in the bigger picture could harm the overall reputation of the government and the country itself. As the UAE is a hub of business and a hot spot for millions of tourists, it is very important to facilitate them with satisfactory service. Especially for the government offices and government departments when they are receiving hundreds of daily visitors, it is very important to manage them efficiently and provide them with a satisfactory experience.

How a Queue Management System can help?

How-a-Queue-Management-System-can-help

A queue management system can improve the customer journey and customer experience. It can heavily impact the efficiency of the department. The wait time could be reduced to 30 to 60 per cent, the service delivery gets quicker and efficient, the staff, agents and server got a stress free environment hence the overall efficiency is improved. There are so many features and accessories which can further improve the efficiency of a queue management system, here we are listing a few features which can help the government offices and departments to improve their customer flow management to enhance customer journey throughout the service delivery process:

Effectively Manage the Customer Flow at the Branch

Customer-Flow

A digital queue management system allows the management to effectively manage the customer flow in the branch. It also provides a more organized and managed environment for the customers and visitors which increase their satisfaction and reduce their stress. Most of the customers can get annoyed if the queues are not managed properly, which results in unhappy customers. A well-organized managed customer flow also reduces the work stress on the staff, management and the agents or services which also improve their efficiency and customers experience.

Reduce the Wait Time

reduce-time

The queue management systems are capable of significantly reducing the wait time. An efficient digital queuing solution can effectively reduce the wait time from 30% to 65%, depends upon your scenario. This will not only increase the customer happiness but it also increases staff efficiency. The wait time is very important for customer experience. It is always great to show the estimated time remaining for the turn, this will reduce the stress of waiting for the customers as various researches and experts suggest that the unknown wait time is more stressful than a known wait time. This also improves the customer experience.

Collect Business Intelligence

business-intelligence

This is often neglected by a lot of many customers, but it is very critical that your queue management system not only facilitate your customers and visitors but also provide you detailed insight and statistical data about your branch and its overall performance. The digital queue management systems can collect a lot many statistical parameters, and above all, they provide greater control to effectively measure KPIs or key performance indicators, which could help the management in analyzing their current policies and from the detailed reporting module and data analytical engine the management can easily take decisions in improving the lagging factors. This will also impact the customer journey and happiness and it also allows them to monitor the performance of the staff.

Customer Journey Management and Automation

journey

Customer journey management is very important in achieving maximum working efficiency in your office. In the government offices mostly services require a customer to go to several counters to complete a single service deliver. Then there could be other variables too, such as VIP customers, customers with special needs, customers with disabilities, foreign customers, etc. There are so many things, which could impact the service delivery efficiency of a government department. A queue management system can help to implement different policies by its completely automated approach. The powerful software engine automates a lot many processes and reduces the human factor. This also improves the customer journey.

Sometimes some counters are dedicated to a certain group of customers or for certain services, whichever the scenario is the queue management system can automatically route the customers to their respected counter without any delay. The queue management system can also automatically route the customers throughout their journey to ensure a smoother and happier experience. The load management for different counters can also be done automatically. Which further simplified the customer journey and reduce the wait time.

Think out of the Box

Think-out-of-the-Box

The government departments should think out of the box and rather relying on more traditional approaches they should have to be more innovative and creative. The technology is rapidly advancing in the IT sector. The government departments should utilize these technological advancements to improve their services and service delivery mechanisms. The digitalization is the future and thankfully our leaders had sensed it along the back. This is the reason why the UAE is always ahead of other nations in adapting to new technologies and providing excellent services for their residence and visitors. The government departments should also have to think out of the box to integrate the latest technological tools to improve their customers’ experience. Here are a few latest advancements that can be added to a queue management system to increase its efficiency:

Smartphone Applications

smart-phone

I have no doubt in saying that the UAE would be the country with the maximum mobile phone users. More than 90% of the population have access to the fast internet. The smartphone has surpassed the desktop or laptop users in the past few years. More internet searches are made through mobile devices than from the traditional desktop or laptop PCs. The government of UAE is the pioneer in introducing thousands of services through smartphone applications. The government department can utilize smartphone applications to add more services such as:

  1. Remote Sign-in: Sing-up for the queue even before physically appearing at the branch/office
  2. Real-time Status: Provide real-time status and other queue details in the smartphone app
  3. Collect Feedback: Collect customer feedback through smartphone applications
  4. Provide Follow-up and Reports: Provide details about customer’s request and other reports on their smartphones
  5. Notifications: Use push-notifications and SMS notifications to alert the customers about their turn

That is not all, the smartphones these days are very powerful and the smartphone apps are very capable, the government departments can use them for so many purposes like if there is a registration that needs to bed one the counter, the customers can do the data entry by themselves on their smartphones through the mobile applications and once they reach to the counter the data will be there for the agent. This could significantly reduce service delivery time. Moreover, the smartphone applications can be used to scan and upload documents, photos and much more.

Online Appointment & Booking

online-appointment

Another advance feature of modern queue management systems is allowing online sign-ups and making online appointments. The government departments can further facilitate their customers by allowing them online appointments, for example, if I couldn’t reach at the branch before the end of the business day, I should be able to book a spot for tomorrow, let say I choose 4 pm or any other available time which also suits my travel schedules, so the next day or any other day I will reach exactly at 4 pm at the government department and get the work done without any hustle. This is a great feature to have for certain departments.

Digital Signage and Displays

digital-sigange

The digital signage and displays are a great accessory of a standard queue management system. These digital signs or large displays can be utilized for the announcements, queue status, advertisements, and much more. In the waiting areas, the government departments can utilize these large screens and displays to provide additional information, advertisements and other content. Additional information can further make the customer journey easier. The adverts and engaging content reduce the stress of waiting in the waiting areas.

Audio Announcements

audio

The audio announcements are considered to be mandatory in the government departments as they are usually having a large number of customers and guests in the waiting area, so audio announcement could easily get the attention of the customer. Multi-lingual audio announcements are also very helpful as the government departments usually deal with all sort of customers and guests, some might not be familiar with the native language so audio announcements in other popular languages can help a lot. The audio announcements in the waiting area will also tell the customers that the queue is continuously running, and their turn will come soon, this also calms them psychologically.

Collect Customer Feedback

collect-customer-feedback

The customer feedback is very useful in understanding the efficiency of the department. Mostly a short survey or just a customer happiness meter could do wonders. The valuable data gathered through the small kiosks and the tablets placed on the counters could help the management understanding the customer’s emotions thus actions can be taken to further improve the customer happiness. The queue management systems come with a very powerful software tool, which can automatically log in all the required information related to the feedback, such as whenever a customer is entering feedback the queue management system could automatically link it to the customer and the agent by the token the customer had been served on and various other technical parameters. This also provides the management with a detailed report of the agent’s behaviour with the customers.

Read also: 5 Tricks to Quickly Serve Customers Using Queuing System

Conclusion

The queue management systems are very critical in maintaining a productive environment in the service-based industry. Especially in the government departments where the daily footfall could be in thousands the queue management system can provide a great platform to effectively manage the queue, monitor the efficiency of the staff, gathering vital business intelligence and insight which could later be used in decision making and taking steps in improving the service quality as well as the service delivery process. Integration of the queue management systems with other tools and system will further improve their efficiency and increase the convenience of the management. The remote management and monitoring enable the head-office to get 24/7 real-time updates of any branch or regional office from the online command and control centre. Digital queue management systems are very powerful tools to implement business strategies and policies effectively. The management could also use queue management systems to understand the effectiveness of their policies and strategies. RSI Concepts is a leading queue management system provider by serving hundreds of government and private entities in the UAE and all across the Gulf. If you need a consultation or an estimation of improving your queue management, please feel free to reach us out from our Contact Us page.

Check this out:  5 Challenges and Solutions of Queue Management System in Banks

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5 Challenges and Solutions of Queue Management System in Banks

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

Queue-Management-System-in-Banks

 

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

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

1. Crowded Waiting Areas

Crowded-Waiting-Areas

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

How to Avoid Crowded Waiting Areas?

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

2. Customer’s Experience

Customer’s-Experience

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

How to Improve Customer Experience with a Queue Management System?

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

3. Wait Time

Wait-Time

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

How to Reduce Wait Time?

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

4. Customer Journey

Customer-Journey

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

How to Improve Customer Journey?

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

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

5. Business Intelligence

Business-Intelligence

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

How to Collect Business Intelligence from a Queue Management System?

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

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

Conclusion

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

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

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

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

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5 Tricks to Quickly Serve Customers Using Queuing System

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

5-Tricks-to-Quickly-Serve-Customers-Using-Queuing-System

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

1. Implement a Suitable Queuing System

Implement-a-Suitable-Queuing-System

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

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

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

2. Offer Mobile Apps and Remote Sign-ups

Offer-Mobile-Apps-and-Remote-Sign-ups

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

3. Direct Customers and Visitors to the Right Person

Direct-Customers-and-Visitors-to-the-Right-Person

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

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

4. Automate the Customer Routing via Queue Management System

Automate-the-Customer-Routing-via-Queue-Management-System

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

5. Gather Statistical and Usage Data and Measure KPIs

Gather-Statistical-and-Usage-Data-and-Measure-KPIs

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

  1. Daily footfall
  2. Peak Hours
  3. Peak Day
  4. Busy Counters
  5. Most Used Services
  6. Average Time consumed by each service delivery
  7. Agent’s performance
  8. Remote Sign-up, In-premises Sign-ups, Kiosk Usage
  9. Average Wait Time
  10. Direct Customer/Visitor Feedback

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

Read also: Importance of digital queue management system in 2021

Conclusion

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

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

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

Check this out: Benefits of Queue Management using Mobile Apps

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Queue Management System Integrated with Appointment Management System

Queue-Management-System-Integrated-with-Appointment-Management-System

Businesses who have to deal with the customers at their premises are often facing troubles in managing the customer flow, especially in busy hours. This lead to unsatisfied customers, which is very bad for the business and its reputation. A digital queue management system could solve the problem by effectively managing customer flow. Queuing Systems also reduce the wait time and improve service delivery efficiency, which significantly increases customer satisfaction and improve the overall customer journey through your branch. If an appointment management system is also integrated with the Queuing System (QMS) then the overall system performance and efficiency can be doubled, the customer wait time can be further reduced to minimal or virtually no wait time. As the customer can book an appointment and visit on the exact time at their turn so they will be served without any wait time.

Queue Management Systems and Appointment Management Systems for Healthcare

Queue-Management-Systems-and-Appointment-Management-Systems-for-Healthcare

As the medical and health sector has witnessed unprecedented growth in the past decade, still the facilities are not fully equipped to handle large patient footfall effectively, the Queue Management Systems can be good support for the administrative staff. Thanks to the latest technological advancements the new virtual queuing and the appointment booking and management tools the patients and the staff both are relieved. The virtual queuing has reduced the wait time and the online appointment booking made it easier to choose the time of their convenience for the patients and visitors. The patients can easily sign-up remotely for their examination or medical tests, and enrolled to the waiting list, or you can say off-premises queues. Once their turn came they can arrive at the hospital, clinic or lab to get into the in-premises queue. Where the queue management system will take over the customer journey.

As these days social distancing and highest safety measures are implemented all across the country so a large population prefers to sign-up through virtual queuing, people can wait outside the premises until their turn and once their turn comes, they could get an advance notification on their smartphones, SMS or such. In that case, they don’t have to wait in any queue, as soon as they will arrive they will be served without any delay.

Queue Management System and Appointment Management Systems for Service Industry

Queue-Management-System-and-Appointment-Management-Systems-for-Service-Industry

In the pre-corona world, the appointment management systems were very popular only in the healthcare sector. But as the world is getting ready for the post-corona era, service-based industries are predicting a large footfall as soon as everything gets normalized. The COVID-19 is under control, the vaccine is available, but still, businesses are instructed by the governments all over the world to implement and maintain the best possible environment, social distancing, cleanliness and other safety measures to ensure nothing of as such happens again.

As the businesses have shifted to the online domain but still there are a lot many people who prefer to visit the branch to get the work done. So, as the businesses are soon resuming to the fullest, they should be prepared and ready to handle large footfalls at their branches and offices. Having a queue management system which is also equipped with virtual queuing and online appointment booking system will help both the parties. The visitors and customers will not have to fear to stuck in the crowd and the businesses and service providers don’t have to worry about handling large customer flows.

How Queue Management Systems and the Appointment Management Systems work together?

How-Queue-Management-Systems-and-the-Appointment-Management-Systems-work-together

A queue management system is used to handle large customer flow and the appointment management system is used to book appointments for a particular service. So a customer journey starts with booking an appointment through the appointment management system and passed through the queue management system towards the service counter. This is the most basic explanation of the two systems combined together. Now as the technology is advancing and paving way for innovation, RSI Concepts, a leading queue management system provider and a reputed system integrator in Dubai, UAE, comes up with a brand new idea of merging the two tools together to allow the businesses to exercise full control over their customer journey. The idea is to cater the customers/visitors with the excellent customer experience and make their journey hustle free by:

  • Reducing the wait time
  • Allowing online/remote sign-ups
  • Online Booking and Reservations
  • Providing Mobile Apps and Web Interfaces/Portals
  • Providing a centralized information centre structure
  • Remote control and real-time management
  • Multi-branch features to allow monitoring and control from the head-office
  • Providing KPIs for the agents and overall service delivery mechanisms
  • Introducing the simplest customer feedback and suggestion mechanisms
  • Simplifying the application and operation for the IT team and the branch staff

Our queue management system when combined with our appointment management system becomes a single solution and doesn’t require separate administration. This makes the implementation and operation super-simplified for the staff and the management. Everything is available in a single unified control panel with real-time updates and status reports. In-depth statistical analysis and reports further allow the management to improve the process and also help them in the decision making process.

Read also: How Queue Management System Helps to Provide Better Customer Service

Conclusion

A queue management system in itself is a wonderful technological product which enhances and improves customer experience. It also allows the management to control the customer flow effectively. Due to the current scenarios, it is very crucial to maintain the customers/visitors under a certain level at any given point of time to maintain the social distancing and other safety measures at the branch. When this queuing system is combined with an appointment booking and management system, it improves the overall efficiency of the branch. People are expecting the businesses to provide exclusive services and safety measure to ensure their health and safety at the branch which is only possible when the management and administrative staff can exercise full control over the customer flow and management at the branch.

Our queue management system coupled with our appointment management system not only provides full control of the customer flow to the administration but also ensures premium quality service delivery experience for the customers and the visitors. The customers and visitors when provided with such level of efficient services and facilities feel more comfortable and enjoy the exclusivity of their experience. This not only helps businesses built their reputation but also help them retain their existing customers hence ensures a steady growth in business.

Check this out: How should insurance company’s website look like?

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5 Paramount Needs of Queue Management System for Schools and Colleges

In this blog, we will discuss 5 paramount needs of a queue management system for schools, colleges and educational institutions. The management at the educational sector most often neglect the digital queue management systems at their premises which usually results in unorganized long queues with a lot of complaints. But as the student enrollment department, student affairs and internal management offices occasionally got large crowds so they most often don’t collect data of the customer flow in these departments. Apart from that, there are so many reasons that the management at educational institutions don’t invest in the queue management systems.

5-Paramount-Needs-of-Queue-Management-System-for-Schools-and-Colleges

Here are the 5 paramount need of a queue management system for schools and colleges:

1. Customer Flow Management at Student Enrollment Offices

Customer-Flow-Management-at-Student-Enrollment-Offices

At student enrollment offices usually, a large crowd could be formed due to short deadlines, or most people do enrollment a few days prior to the last day. Which could cause long queues, with unmanaged students waiting in the lines. The staff is usually not enough to handle such a large amount of visitors, so mismanagement of the customer flow is inevitable. A smart digital queue management system can easily solve this problem.

2. Queue Management System Improves Brand Image

Queue-Management-System-Improves-Brand-Image

A proper customer flow management with an efficient queue management system can not only help the staff to manage large crowd but it also improves the brand image among the customers/visitors and students. Especially at admission offices, receptions, and admin offices where students, new candidates, parents, teachers, and visitors most often interact with the school or college, having a proper queue management system could help you improve your image and impression.

3. Queue Management System Improves Customer Experience

Queue-Management-System-Improves-Customer-Experience

Students and parents who are coming for new admissions are usually visiting multiple schools/colleges or institutes to choose best for themselves and their children. So whenever they are visiting an institute they start comparing each and everything they have interacted with. If they notice a large unmanaged or the poorly managed crowd at the office, they will immediately get a negative impression, this could also impact their final decision. Of course, there are a lot much that people consider while making such decisions but such things could also have a huge impact.

4. Queue Management System Saves Time

Queue-Management-System-Saves-Time

The queue management system can save a lot of time by reducing service delivery and wait time. Having a queuing solution in student affairs, admission offices, admin offices, and other internal departments could save a lot of valuable time for both the students and the teachers. As in schools and colleges, the classes schedules and other activities’ schedules are very tight, usually back to back with a short break after a few hours, this means that the students specifically have very limited time to visit internal departments for their regular tasks. As those tasks often have a deadline, so the students, mostly skip their classes to attend to such matters. Which is very bad for their education. This is why a queue management system could help reduce or completely eliminate such issues, and could save a lot of time.

5. Queue Management System Provides Statistical Data and Insight

Queue-Management-System-Provides-Statistical-Data-and-Insight

No matter whatever industry you belonged to, if you are using a good queue management system it will collect vital data for your business and provide you with a detailed insight of all your services, customer behaviour, customer journey, staff efficiency and much more. In case of educational institutions such as schools, colleges, universities, and other institutes, the statistical data which provides insight of customer journey, service delivery time, wait time, staff performance and visitor traffic could be really helpful in future planning and decision making to improve the overall service delivery mechanisms.

Conclusion

These are the 5 paramount needs of a queue management system for schools and colleges. Obviously, a queue management system has so many benefits and can help the management in understanding the current service delivery mechanisms and customer journey. This helps them to take decisions to improve various processes and overall the brand image. The brand image can directly impact your business in both positive and negative ways. Especially in Dubai and other Emirates of UAE where the competition is very high and the general population is very well educated, your brand image could make or break your business over the night. Having satisfied customers means more business. And a queue management system, if installed correctly in all required places, could give you a competitive edge you can never even imagined before. It is always wise to contact a professional queue management system solution provider in Dubai, UAE such as RSI Concepts. You can get in touch with our consultant via our Contact Us Page.

Check this out: Year 2021 and Queue Management System

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Year 2021 and Queue Management System

In this blog we will elaborate on the topic “the year 2021 and Queue Management System” along with the current competitive scenarios businesses are facing with the effects of the year 2020 on the market and customer behaviour. The main objective of this blog is to discuss the major queue management system industry trends and future forecast. This will help businesses located in Dubai, UAE and GCC to understand the queue management system market globally and regionally. As we all know that the year 2020 has totally transformed the market and customer’s preferences. In order to meet the customer satisfaction level, the businesses will have to reevaluate and revamp their strategies in all kind of service delivery industries. The current trends are not only showing promising growth in the queue management market but also indicating the importance and impact of an efficient digital customer flow management on the service industry and customer happiness.

Year-2021-and Queue-Management-System

Global Queue Management System Market Trends and Forecast 2020 to 2025

Global-Queue-Management-System-Market-Trends-and-Forecast-2020-to-2025

The global queue management system market trends and forecast 2020 to 2025 have been prepared from the statistical data and research report published in www.researchandmarkets.com . Research and Markets is a very reputable global market research organization. The report suggests that there will be a 6% growth in the global queue management system market till 2025. Which means a rapid growth in demand for digital queue management systems in coming years. Another market trend that will be responsible for that growth is that more business sectors are already making queue management systems mandatory for various departments. And more business sector will follow the footsteps in the coming years.

You can find the full report HERE.

Due to the current pandemic scenarios, there was strict lockdown all around the world. The governments and communities have responded very well, and now the lockdown has been lifted or eased. Standard SOPs has been formed for each and every business, to ensure the safety measures. The queue management systems are not only useful in managing customer flow but are well equipped with features to prevent crowd formation, maintain and enforce social distancing and other measures. These features will surely contribute to the high demand for queue management systems in 2021.

Post COVID-19 Landscape

Post-COVID-19-Landscape

As the year 2020 results are partial halt or in some cases full halt in some businesses, most of the businesses started offering their services online. Which not only helps the customers but also the businesses to stay operational. Another positive impact of this scenario was that the businesses worldwide immediately understood the effectiveness and usability of the technology and now the businesses are becoming more acceptable towards technological solutions. This will also cause a rise in demand for digital customer flow management solutions and queue management systems. Especially in Healthcare, Education, Hospitality and public sector. Even businesses are also enquiring us to have a queue management solution at their HR departments, admin blocks, and internal operations. Which is a great sign.

As 2021 will be a very competitive year and businesses will try to improve their sales, services and practices to ensure growth. The queue management systems will not only help to improve the customer satisfaction level, but they will also improve service delivery mechanisms, reduction in waiting time, more manageable and controlled environment at your branch and a lot many other benefits. The virtual or digital queuing solutions also provide a deep insight into the service centre and service delivery process. This could help the management to further improve their practices and adopt new methods and technologies to further enhance the customer experience.

Queue Management Systems in Dubai, UAE in 2021

The queue management system market in Dubai, UAE in 2021 is also expected to grow rapidly, more businesses are opting for specialized or customized queue management systems. As the UAE Government was one of the few governments who have successfully controlled the pandemic, there are standard operating protocols and procedures developed for all types of businesses and public offices. As UAE is already very acceptable towards adopting high-tech solutions, the market is always thriving with innovation and high-tech.

Queue-Management-Systems-in-Dubai,-UAE-in-2021

Another great advantage is that the queue management system market in the UAE and also in GCC is fragmented, which also ensures healthy competition and overall such markets are great for innovation and technological advancements. So there are so many vendors such as RSI Concepts, who are continuously evolving their queue management systems and solutions to meet the needs of the market. However, the worldwide growing trend in the queue management system market will also be visible in UAE, in fact, the growth of the local queue management system market will be more than any other region. Especially in Healthcare, Education, and Hospitality sector will witness rapid growth in queue management system demand.

Conclusion

The year 2021 will be the year of innovation and exponential growth in the queue management system market worldwide. Especially in Dubai, UAE where the overall market is very friendly and adoptive towards new innovation and high-tech solutions. We will witness even more growth in the queue management system market than anywhere else. As 2020 has totally transformed each and every sector of the market. The common behaviour and perception of the general public have been changed, now people are more health-conscious and the awareness of personal hygiene is far more than ever before.

Such circumstances will compel the businesses and organizations to take extra measures to ensure a better customer experience. Modern queue management system solutions are very advanced and high-tech with a lot many software and hardware accessories and capabilities to integrate with other enterprise solutions, which will help businesses to provide a unique and very convenient user experience at their branch. This will also improve service delivery and ensures a productive environment.

If you want to evaluate your current queue management system or if you want to upgrade it, then you should be able to understand the basic dynamics of the system itself and more importantly, you should take help and consultancy from a professional queue management system providers. Such as RSI Concepts, we are a leading queuing system and virtual customer flow management solution providers in Dubai, UAE having more than a decade long experience in the field with thousands of active installation. Feel free to approach us via the comment box below of our Contact Us page.

Check this out: Importance of Queue Management System in 2021 for Schools and Colleges

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Importance of Queue Management System in 2021 for Schools and Colleges

The queue management systems are largely ignored by schools, colleges and other educational facilities. The administrations usually don’t pay much attention to the visitor’s flow and queue management in student-related services. Even most of the time people are complaining about the long queue and prolonged waiting time in the student enrollment area. Usually, the administration thinks that enrollment is once in a year event, but at the same time, it could be the very first impression of your school or college on the parents and students. So it is very important to have a productive and comfortable environment during that period.
Importance-of-Queue-Management-System-in-2021-for-Schools-and-Colleges

As the year 2020 completely transformed our living and working practices. So, the year 2021 will be a new era with new norms and new standards. Maintaining social distancing will be an unspoken rule. Businesses all around the world will try to improve their sales by implementing latest technologies to improve customers experience, the customers’ expectations would be changed, and require more attention to minute details if you want to compete and grow in 2021. Technologies like queue management systems and digital customer flow management can help to build trust and improving customer/visitor experience. Although the queue management systems were considered to be very important for the service industry now they will become essential. Because an efficient queuing system is the only available technology that can help businesses manage the crowd effectively and implement new policies in their waiting areas. As for the schools, colleges, universities and other educational institutions having an efficient queue management system will not only ensure a cost-effective solution to manage the large crowd and customer/visitor flow but it will also help them improve their service delivery mechanisms. In the nutshell, the queue management system will be an essential part of any kind of service industry in 2021. Especially for the schools, colleges, universities and other educational institutions, the queue management system could be very helpful in managing crowds and large customers/visitors flow.

Queue Management System at Student Enrollment Office

Queue-Management-System-at-Student-Enrollment-Office

I still remember when I was trying to get admission I have visited multiple universities and for one particular institute there was a huge crowd, no line or queues, and the staff was completely helpless to manage everyone, people were jumping the lines and all that. I thought, “If this university is unable to manage this, how would they be in managing other student affairs and academics itself.” This is how people usually think, so having a great first impression is also very important.

Queue Management System at Canteens/Food Courts

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In schools and colleges the students will have to face long queues and waiting times, during their lunch breaks, especially if the canteen or hall is small then there would be large queues and crowd waiting for their turns. Most of the time students don’t report such issues, sometimes parents/teachers may complain about it if they notice the students are not taking part in games or play or any such activity during the break. It is because the students will have to stay in the queue and by the time they got their turn, there is no time left for play and other activities. So, this has to be managed properly with a proper digital queue management system.

Queue Management System at Student Affairs and Internal Offices

Queue-Management-System-at-Student-Affairs-and-Internal-Offices

Students often have to visit different departments especially in colleges and universities where the students are doing a lot many things independently. Such as admission office, transport office, accounts, etc. In such places, an efficient queue management system can save a lot of time. Most of the time students take leave from their scheduled classes to sort things out in such places, and as these offices are operating independently then the students might have to skip a class just to go there and wait in a long queue, this could also impact their studies, so it is very important to have a queue management system and controlled customer/student flow in those offices.

Queue Management System at Libraries

Queue-Management-System-at-Libraries

Some large schools, colleges and universities could also face long queues at entrances, and even there could be some days when more free periods are aligned from different disciplines which could lead a crowd in the library or during the exams season. So, having an efficient queue management system is important to prevent any waste of time for the students. Usually, at book return counters, there are always large queues, because in most of the libraries the return counters are fewer. So, a queue management system can not only help the students but also the librarians and clerical staff.

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Conclusion

The year 2020 has completely changed the common perception of masses. Now whenever we have to visit any public place, we first think about the interaction and social distancing, etc. That is not all, as the pandemic is also about to an end as does the year 2020. But in the year 2021, the businesses and organizations shouldn’t think that the current mindset will simply be switched off and things will be similar like they were in the year 2019. Maintaining a better customer experience with your current business practices might not be sufficient enough. The competition will also be higher, so if business and organizations want to sustain their existing customers and also want to grow in the year 2021 then they should have to adopt an out of the box approach to provide a great customer experience, what else could be more effective than an efficient queue management system at your premises. Similar also applies to the schools, colleges, universities and educational institutions. Parents and students are more concerned about their safety than ever before, everyone including me and you tries to avoid crowds and congested places, especially no one likes to stand in the long queue. Businesses should have to invest more in improving the customer experience if they want to grow in the year 2021 and queue management systems could be a great investment.

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3 dimensions of Queue Management System for Hospitals

Usually, in hospitals, the management has to face certain issues such as urgency, lack of data inputs, a huge number of patients and unsatisfied visitors/patients. The main issue is always with the limited resources the management have and sometimes the limited space also. Another common problem with queue management systems at hospitals is that there are certain patients who may arrive later but should be treated earlier, managing such scenarios is always difficult with ordinary queuing solutions.  Apart from that usually hospital management always complaint about lack of data input or insufficient data, which also makes it more complex to make decisions regarding customer experience and customer happiness. A queue management system for hospital must resolve all such problem to improve patient journey and experience along with collecting enough data which help the management to take decisions in further improving customer satisfaction.

3-dimensions-of-Queue-Management-System-for-Hospitals

Here are the 3 dimensions of a queue management system for hospitals:

Queue Management System for Hospitals

Queue-Management-System-for-Hospitals

The queue management system for hospitals should be operating on linear queuing majorly with an exception for the patients need urgent care or emergency treatment. All types of emergency and regular scenarios should be classified and identified in the queuing system’s agent portal clearly. Whenever a patient arrives at the hospital they the first responding staff or the counter agent should be able to assess the treatment requirements to issue appropriate token which leads the patient through the required route to get the treatment with least wait time. Linear queuing is also the best approach for the hospitals and can help effectively handling large customer flow.

All types of treatments, checkups, examinations, etc should be managed through the system with different routes, as for all of such patient the treatment is different and requires different types of staff to attend them. This will not only reduce the wait time and the overall service delivery time but it also allows the management to effectively manage high-priority queues for examples, people with emergency situations or who need immediate attention. Another important feature is to provide full and flexible control over the queue and the agent should be able to hold someone’s turn to prioritize newly arrived patient with some emergency situation.

Data Input and Data Collection Process

Data-Input-and-Data-Collection-Process

No matter what type of single or hybrid queuing mechanisms are being used, it is extremely important to make the data entry process simple and quick. Usually, when people visit hospitals they are in a situation of unrest and hurry. Everyone wants to get treated as quickly as possible. No one likes to stay on counters/receptions for long to fill in the forms, or for data entry, etc. The queue management system should be able to integrate with the existing ERPs or any other system that is running there.

When a patient or visitor reach to a counter, the system should be able to get their details from the Emirates ID Card or Insurance Card to save time, all the data should be linked to a centralized information centre to immediately identify the patient. This also helps the system to propagate relevant information to the relevant departments to avoid any delay in repeated data entry at any other department or area when the patient visits there. The queue management system should be able to collect data of the patients along with the relevant visit details which should be linked to the digital patient history, in short, a single sign-in should allow the staff and doctors to get all the relevant information they need, without repeated signing-in on different departments or phases.

Read also: How to reduce patient wait time in hospitals with virtual queuing?

Customer Happiness Meter

Customer-Happiness-Meter

A customer happiness meter is a very useful tool for a queue management system for hospitals. The customer happiness meter should be linked with the queue details and shouldn’t require any input from the customer/patient to give their feedback. The system should be able to automatically link the happiness meter data with the queue management system data to identify which patient gave the feedback. Such indicators are very helpful in identifying the issues with the system and the process itself. Staff efficiency and behaviour can also be monitored through such indicators.

The happiness meter data should be organized and presented in comprehensive and short reports along with other user data and stats. The happiness meter stats will help management to understand the efficiency of the overall staff and the service delivery process with deep insight and a better understanding of the issues. Later the staff or the customer care department can contact the patients/customers with negative feedback to further assess the cause of their negative feedback. These steps could be very helpful for the management to take decisions to improve their service delivery process.

Read also: Queue System for Medeor Hospital Dubai

Conclusion

The queue management system for hospitals is not an ordinary queuing system. The overall dynamics of customer flow is totally different than any other industry. In hospitals, the patients are usually in some kind of problem and they are not fully calm. So, they don’t behave naturally, everyone wants to get treated as early as possible. As per researches, the waiting time in hospitals felt even more due to the environment, stress and other factors. Apart from that, there are certain patients who might come later but they require treatment earlier, so the queue management system should be able to handle such situations as well. Another big problem is with the sign-up process, which usually requires some time and the visitors/patients also feel uncomfortable during that time. So, the queue management system should be able to link with the central data centre to be able to pull up all the relevant records and history for the patient by only a single sign-in such as Emirates ID or Insurance Card, etc. This could save a lot of time. The queue management system for hospitals should also collect customer feedback on multiple stages of service delivery, which can later be utilized to take vital decisions for improving the customer journey and customer experience.

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