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

March 30, 2023

Benefits of Customized Queue Management System

Having long lines and busy waiting area is a common sighting in the service industry. Businesses who operate in service sector can’t avoid waiting lines, though there are proven market strategies that can help them minimizing the customer wait time enable them to improve customer experience. There are many factors that contributes to slow moving queues and long waiting lines, which cause unhappiness, and sometimes annoy your customers. That is when the queue management comes into play, the queuing management is a strategy and technology a business implement to reduce customer wait time and to improve their experience at the business. These two are extremely important for a business, happy and satisfied customers become loyal, the loyal customers not only give repeated business, but they also help establishing a positive brand image. No one likes waiting, but if you have a queue management system you can not only minimize the wait time but you can also significantly enhance customer experience.

Imagine you have some important work at a government office or a bank, when you reach there you find crowded waiting areas, entangled queues, and you have no idea which waiting line you should stand in, or even if your line is moving or not. How frustrating and annoying it would be? You are also risking the same frustration for your customers by not properly managing your customer flow and queues. Businesses knew that from the very beginning, that is why the queue management system have transformed from a paper pen ticketing to a highly advanced AI (artificial intelligence) based sophisticated digital queue management system. Now a days in Dubai or anywhere in UAE there are hundreds of vendors who are advertising different types of queue management systems in the market, which sometime could be very confusing for the business owner or the managers to choose the best match of their requirements. In this blog we will discuss how a customized queue management system is the best choice for any business.

What is a Customized Queue Management System?

There are usually two types of every digital system and software, one is called commercial off-the-shelf solution or COTS and the other is customized solution. The COTS are designed for masses and a large number of businesses/users uses them. Whereas the customized solutions are tailor-made software and systems which are exclusively designed for a particular business or user. Both types of solutions have their own advantages and disadvantages. The COTS are easy to deploy, in fact can be deployed within a day or two, the customized queue management systems take time to develop and also have higher initial cost. The biggest problem with the COTS is that they can never fulfil 100% of the needs of a business, usually if a commercial off-the-shelf solution meets a business’s 80% of the needs, it is considered ideal. However, the customized software solutions eliminate that problem and as they are exclusively designed for the user, they can meet 100% of the needs of the user and have higher performance, adoptability and longer lifecycle. Furthermore the COTS also have reoccurring costs and the ownership belongs to service provider, the customized software on the contrary doesn’t have any such cost and the ownership belongs to the business for whom these software are designed for.

What are the Benefits of Customized Queue Management System?

The customized queue management system can completely transform the business/branch and the customer experience. It can significantly improve the customer flow and help businesses reduce and manage the crowd. The reduction in wait time and the enhanced customer experience ensures maximum customer satisfaction. Here are the key benefits of implementing a customized queue management system at your business/branch:

Benefits of Customized Queue Management System: Reduced Wait Time

The customer wait time is one of the most impactful factor on customer happiness and customer satisfaction. No one wants to wait in long queues, everyone wants to get everything done quickly. According to several studies on an average a customer could wait for up to 8 to 13 maximum. After 8 minutes the customer start getting annoyed and anxious and after 13 minutes the customer start getting annoyed, angry and frustrated. The customer wait time is one of the primary causes to unhappiness of the customers. That is why the main objective of implementing a digital queue management system is to reduce customer wait time, improve their queuing experience and help businesses achieve better performance. The customized queue management system is exclusively designed as per the needs and requirements of your environment which enables it to maximize its impact and minimize the customer wait time as much as possible without compromising customer experience and happiness.

Benefits of Customized Queue Management System: Seamless Ticket Generation

Earlier businesses were manually distributing tickets to the customers and visitors, which is a slow and time consuming process, and this process also have higher error rate which cause problems for the customers. However a customized queue management system makes ticket dispensing and distribution process self-service for the customers. Usually a self-service interactive kiosk is used to dispense the tickets. In your customized queue management system the User Interface is designed as per the requirements and needs which further improve the performance. Businesses can have multiple languages that they want and they can ask certain questions if needed. The customer can chose the right service they need from a list, and the queue management system can also suggest them what service they might be needing based on their previous experience. The ticket dispensing kiosk is a self-service technology powered by AI (artificial intelligence) and its automated algorithms can offer a great customer experience.

Benefits of Customized Queue Management System: Improve Employee Performance

The success of any business depends on its employees’ performance. When employee works under heavy workload and the crowd formation and poorly managed queues are a common occurring, the employee become less productive. In case of unorganized queues the staff usually have to spend a lot of time in organizing the queues and sorting out the problems and queries of the customers and visitors. However, when you implement a customized queue management system, the system take care of the entire customer flow and it manages all the queues automatically. The smart algorithms and AI based powerful software engine can fetch data in real-time from various touchpoints and it can compare it with live data and historic data, which enables it to take highly effective decisions in real-time and manage all the customer footfall to maximize the efficiency. Furthermore the queue management system also monitor and track employee performance and KPIs which also help management and HR to take informed decisions to maximize the employee performance.

Benefits of Customized Queue Management System: Enhance Customer Experience

Customer experience is a key to customer happiness which drives customer loyalty and the customer loyalty help businesses to sustain and grow. Bad customer experience on the other hand tend to repel customers from the business and can harm or completely disrupt the growth and sustainability. In a highly competitive market like UAE if a business fails to meet the expectations of a customer, then the customer will move on to the next business, in fact these days the availability of too many options also raised the customer standards. When customer demands are skyrocketing, the market become highly competitive and you are failing to fulfill their needs, you are not only risking to lose the customer but also your business’s reputation. The customized queue management system help reducing service delivery time, wait time and improve employee performance. Furthermore, it is also helpful to maintain a balance between the customer footfall and employee performance.

Conclusion

Every business belongs to service-sector, needs some kind of customer flow management system which is also knows as queue management system. The businesses often get average footfall, but during peak hours or peak days of the week or month, the customer footfall could significantly increase. Businesses need prior planning and strategy in order to meet the demand of the customers. On top of that it could become extremely difficult to manage the queues during the peak hours. A digital queue management system can solve all these problems but there are two main types of Queuing systems, one is with the COT and the other is the customized queue management system. The customized queue management system is superior than the off-the-shelf solution, it help reducing the customer wait time, it helps businesses improve their internal processes, it improves employee performance, it minimize customer wait time, it enhance customer experience and increase customer loyalty.

Check out this: The Beginner’s Guide to Queuing Theory

August 11, 2022

How to Reduce Queues in Banks?

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

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

Queue Management System Reduces Customer Wait Time

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

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

Queue Management System Automates and Optimize Customer Flow

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

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

Queue Management System Improves Employee Performance

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

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

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

Queue Management System offers Virtual Queuing

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

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

Queue Management System Collects Business Intelligence Data

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

Conclusion

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

Check out this: Software Development: In-house vs Outsourcing

August 2, 2022

What can a Queue Management System do for you?

Every business’s primary goal is to expand and grow. However, the business growth is completely dependent on its customers. The customers are the soul of any business, which is why the customer happiness and customer satisfaction is extremely crucial for a business. The customer satisfaction drives customer loyalty which is essential for customer retention. If a business have good customer retention, they don’t have to invest a lot in acquiring new customers. Gradually the loyal customers and an active marketing strategy can build a very strong brand identity in the market. The customer retention also have a huge impact on profitability of a business. In general it is almost 5 to 25 times more expensive to acquire a new customer comparing to selling to an existing customer. Furthermore if a business or organization keep losing customers they will have to invest more in their marketing & communication which could increase the cost of acquiring a new customer by many times. The customer satisfaction plays a crucial part in long term success and growth of a business. When it comes to customer satisfaction a few industry sectors stand out more than others for the need of a queue management system.

Here in Dubai and all around the UAE the queue management systems are a common site at several businesses, especially at banks, government offices, telecom service centers, etc. are the places we all visit once in a while. However, the queue management systems are also very popular in healthcare sector, public sector, retail, airports, educational institutions and many more. Think of yourself visiting a business to get a service, the waiting area is full, there are several counters and several queues, you have no idea in which queue you should be, you feel the adjacent queues are moving faster than yours, you are not sure how much time it will going to take and you have to be somewhere, obviously you will get confused, frustrated and at some extent angry too. This is what you are risking of putting your customers through being a manager, decision make or owner of the business. Let us admit, we all don’t like waiting, especially under those circumstance. People tend to avoid going to businesses where they had bad experience in past or where they know they will get a bad experience. That is what exactly a queue management system is designed for. It is designed to avoid all those things.

Here is what a queue management system can do for your business and your customers:

Reduce customer wait time
Improve customer wait experience
Improve customer flow and customer journey
Raise service quality and improve business processes
Achieve customer satisfaction and gain customer loyalty
Improve staff performance and achieve staff satisfaction
Gather valuable business intelligence data
Reduce cost and increase profitability

Here in Dubai, UAE good queue management system brand such as RSI Concepts also offer customization services. A customized queue management system can further boosts its efficiency and offers more benefits comparing to off-the-shelf queuing solutions.

Queue Management System: Reduces Customer Wait Time

One of the biggest reason of customer dissatisfaction is the wait time. Studies have revealed that an average customer start getting stressed after just 8 to 12 minutes of wait time, the longer the wait time will be the more stressed customer will get. More than 70 of the customers leave without making a purchase due to long wait time at the counters. Obviously different industries have different market dynamics but one thing is sure the long wait time results in customer frustration and increase churn rate too. The queue management system effectively and autonomously manages the queuing process and the customer flow in the service area. It facilitates customers by offering them multiple sign-up channels, reduce the average service delivery time, and it improves employee efficiency. Collectively all these factors and several others directly or indirectly help reducing the customer wait time.

Since the queuing and the customer flow is managed by the smart queue management system software so the employee can focus on their primary tasks without any distraction, which improve service delivery time and quality also. Furthermore there is no dispute, confusion or complaint from the customers who are waiting in queues, as everything is managed by system. The queue management system can also collect and store statistical data and has ability to route customers smartly which also reduce customer wait time and improve customer journey. It can also segregate various different types of customers such as VIP, Premium, Customer with Needs, etc. which also help improving the queuing process and reduce the customer wait time.

Improve Customer Wait Experience

Another very useful feature of a queue management system is that it can help businesses improving the customer waiting experience. If customer waiting experience can be improved they feel less impact of the waiting. The queue management system have integrated digital signage screens which are usually used for displaying the real-time queuing information. The queue management system allow businesses to play multimedia content or any other engaging material which can distract customers from the waiting and help reducing the waiting impact. Furthermore the queue management system is based on a very intelligent software engine which is powered by smart algorithms and AI (Artificial Intelligence). The queue management software can also predict the estimated time for each customer, which can be printed on their ticket and it can also be displayed on the signage screen. The impact of waiting is significantly reduced when the customer know how long they will have to wait.

Furthermore the queue management system also have audio announcement system. The audio announcements keep the users engaged and distract them from the wait time, each time when a new announcement is made, most of the customers tend to look up at the signage to see which tickets are currently being served and how far they are. These all features keep them busy and engaged and reduce the effects of the waiting and boredom. Since the entire queuing process is managed by the queue management system, and the customer also know that everything is controlled by the computer, so they usually don’t complain much. In case of manual queue management most of the time customers get confused, they also complain about line jumpers, or sometimes customers might think the staff is favoring someone over them, and so on. However, with a queue management system these all problems are gone, and on top of that the customer flow is managed by intelligent algorithms which reduce latency factors and improve overall customer waiting experience.

Improve Customer Flow and Customer Journey

The customer journey and customer flow have a huge impact on the customer journey. A queue management system have in-built modules to implement customer flow policy and allow the management to automate the customer flow throughout the entire customer journey. Usually a business offers multiple services and also have multiple counters. Mostly a single service is delivered through a single counter, however, in some cases businesses might have stepped services which require a customer to reach to several counters or more than one counter to get a full service. In some cases businesses have exclusive counters for exclusive services or customers, which also has to manage separately. There could be so many different variations and factors that can impact the customer flow and customer journey as well. A queue management system can automatically manage all these scenarios.

It means the businesses just need to configure their policy once and the queue management system is capable of taking decision in real-time based of the pre-defined settings and on the real-time system usage and statistical data. Businesses can also create agent profiles with their abilities to deliver different services and the queue management system can utilize this information to route the customers to the least busy counters while reducing the work of the busy counters which results in overall improved efficiency and performance which help improving customer flow and customer journey.

Raise Service Quality and Improve Business Processes

The businesses can utilize several advanced features to expedite the service delivery processes and service quality. Such as a queue management system have an integrated interactive kiosk for ticket dispensing, which can be used to take customer information, which help the system to prepare the agent dashboard beforehand by fetching the required information instantly from connected systems and databases. The queue management system can prepare the service agent dashboard automatically and instantly, as soon as the agent calls for the next customer the queue management system automatically fetch the data and information for the next service delivery hence saving precious time and reducing the overall service delivery time.

A queue management system can be integrated with several input devices to improve customer experience. For example, rather asking customer to input their details via sign-up form, the interactive kiosk can offer them Emirates ID scanner which can pull customer’s information automatically from the customer database and authenticate it with their ID. There are so many features that a business can add to a queue management system which can improve the customer journey and customer flow. The queue management system can automate several service delivery steps and it significantly reduces agent’s work which means the agents have more time to focus on the customer and the important things. This way a queue management system can raise service quality and improve several internal business processes.

Achieve Customer Satisfaction and Gain Customer Loyalty

Customer satisfaction and customer loyalty is a key to long term success and sustainable growth. Businesses put a huge amount of resource and revenue just to increase their loyal customer base. The loyal customers are a valuable assets who not only help businesses expand but also help them to establish a good brand image. Loyal customers tend to be a good brand advocate, they suggest their favorite brand to others and doesn’t leave the businesses for small problems and they also have more tolerance towards the negative or bad experiences. It is far more expensive to acquire a new customer than selling to an existing one. Furthermore the customer retention have huge impact on business’s profitability. For example if a business keep losing 100 customers a month while its marketing and sales team tends to acquire 200 new leads per month, their overall profitability will be reduced.

In addition to that the customers who will leave might also share their negative opinions about the business which harms its reputation and brand image. A business with less customer turnover and customer churn rate can yield more profits from the same efforts they are doing. Customer retention help promoting good brand image which attracts more customers hence it help optimizing the marketing cost as well. A queue management system significantly enhances customer experience and ensures much higher customer satisfaction. Customer satisfaction drives customer loyalty and have a very positive effect on profitability.

Improve Staff Performance and Achieve Staff Satisfaction

Since a queue management system provides a complete framework to manage the customer flow and customer journey in a fully or semi-autonomous way. It can take a huge amount of staff work and help balancing their work load. Employees who work under balanced workload tend to perform better and produce more quality work. Usually with manual queues, the staff is mostly engaged in managing queues and listening to the customers’ complaints and resolving their problems. This distract them from their primary tasks which not only have negative effect on their performance but also on the service quality. While a queue management system not only take all that burden but it also facilitates staff by managing several service delivery tasks. Furthermore the queue management system is a very capable tools of monitoring and measuring several staff KPIs. Which can be very helpful for the HR to improve the staff performance and efficiency.

A queue management system measures various KPIs and stats. For example, how many customers are being served by an individual agent or a team or a branch, etc. The queue management system can also monitor the staff activity, such as how much time they took for each service delivery, how much time they took to prepare for the next service and customer call and several other performance matrices. All this data is automatically analyzed by the in-built AI powered smart software engine and made available for the management and for the staff also. The management can easily identify the strengths and weaknesses of the staff and take steps to improve their performance. This also help HR to develop more effective employee development and training programs.

For example, if an employee is good at delivering 3 out of 5 services and for the 2 he/she take more time than the other agents, the business can help staff to improve their skills for these 2 services. There are so many features that can help employees, HR and management to evaluate employee performance and highlight their weak points which can be rectified to further improve their overall performance.

Gather Valuable Business Intelligence Data

A modern business heavily relies on the digital solutions and its IT infrastructure. In today’s world the success and growth is heavily relied upon the efficiency to effectively collect business intelligence data and leverage it to improve each and every business function and internal processes. A queue management system is a powerhouse of business intelligence data. It can collect data from each customer touchpoint. Which help businesses analyze the entire customer journey and let them track down the chock points in customer flow. The business intelligence data also help businesses to evaluate their strategies, policies, and internal business processes which can impact customer experience and customer satisfaction. The queue management system can accurately measure the time interval between every customer journey step and allow businesses to make improvements to improve customer experience.

A queue management system can accurately measure the time of the customer interaction for example how much time it take a customer from signing up till getting the service. How much time it took to deliver the service, and how much time an agent takes between completing a service, performing post-service tasks and calling for the next customer. The system can monitor staff activities as well along with their performance and several other details. It can also collect customer feedback which can be helpful for product development and it provides deeper understanding of the customer experience and their preference. The queue management system have in-built data analytical tools which can automatically generate pre-configured reports and send them to the relevant stakeholder. The managers can also perform several analysis, comparisons and set alerts if any threshold is crossed. All these features help businesses to take timely decisions and monitor everything in real-time which make them more prepared to handle unexpected scenarios without harming customer experience and customer satisfaction.

Reduce Cost and Increase Profitability

A queue management system can manage queues, sign-up processes, customer flow, customer routing and the entire customer journey. Which eliminate the need of a lot of additional staff. Acquiring a queue management system is much less expensive comparing to retaining more staff. The operational and maintenance cost of the queue management system is very low. The modern queue management systems are built on widely available technology platforms which not only reduce the initial cost but also reduce the maintenance and upgrade costs. The value a queue management system adds to the customer journey and customer experience is unmatchable to anything else. It provides better and deeper in-sight to the customer journey, customer experience, employee performance and enables businesses to learn about their customer’s preferences, market trends and help them developing customer friendly strategies and policies.

Customer satisfaction drives customer loyalty and help optimizing the cost of the marketing and acquiring new customers. A loyal clientele is a key to long term success. Selling to existing customers is far more profitable than acquiring new customers. The ability to integrate with other marketing channels and customization allow businesses to optimize the cost of their IT infrastructure. Businesses can offer much more features at a much less cost which make queue management system one of the most cost-efficient solution for the businesses. A typical lifecycle of a queue management system is 5 to 8 years, that means the business might not going to need a new solution for a long time which itself significantly increase the ROI (return over investments) of a queue management system. Furthermore the automation, employee performance improvements, and valuable business intelligence data indirectly help reducing the cost at several fronts. These all features and benefits of a queue management system help businesses generate more revenue, achieve higher productivity and performance and gain more profit.

Conclusion

A queue management system is a very useful tool to transform customer experience, customer journey and to improve several internal business processes. It help businesses closely monitor the customer behavior, the problem they face and also help them collect valuable business intelligence data. A queue management system help businesses achieve higher performance, leverage automation and increase their productivity and profitability. It help businesses gaining higher customer loyalty and let them improve their strategies and polices to make improvements. It help businesses increase staff performance while achieving higher staff satisfaction which directly impact on the service quality and service delivery processes. A business can link queue management system with several other internal and even external systems to boost the usability of the system and to bring innovative features to improve customer experience and customer journey.

RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject or if you want us to help you with you queuing needs, 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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March 1, 2022March 12, 2022

How Queue Management System can Boost Productivity and Profitability?

The queue management systems have become an essential part of customer experience and customer satisfaction strategy. Especially for all service based businesses having a digital queuing and customer flow management solution is extremely important. The market is very competitive in Dubai and all around the UAE, a common consumer in general is more advanced, conscious and aware of their rights. The governments are very strict for the quality and demand from each business to ensure high-quality products and services. The challenge is simple, improve your service quality, ensure maximum customer satisfaction, but the real challenge is to maintain the price of the service for the customers and cost of the service for the business. Whenever a business tries to improve the quality of the service their cost start getting higher, which will eventually limit their profits. However, for any business the primary goal is to delivery great customer experience and high quality service and at the same time maximize their profits.

Profitability relies on productivity and operational efficiency. The operational efficiency or the skills of your employees are absolutely necessary to achieve higher productivity which drives profitability and revenue. The whole process is not as that simple, in fact all these things are related to each other everything have some effects on everything else. The queue management system is a great tool to improve various business processes and to obtain higher operational efficiency by aiding your employees in their routine tasks and by improving their efficiency a business can achieve its long term financial and strategic goals.

Here is how a queue management system can boost productivity and profitability:

Queue Management System Provides Satisfactory Customer Experience and Increase Customer Retention

The customer experience and customer happiness is extremely important for long term success. The customer happiness lead to customer loyalty, which increase customer retention. The customer retention reduces the cost and expenses of marketing activity. Consider your clientele as a bucket and your business goal is to fill that bucket to its full capacity. If that bucket had a hole at the bottom, will you ever be able to fill it? No. The customer retention can fix that hole, and it lets you fill your bucket with less efforts. The studies have shown that it is nine to twelve time more expensive for a business to acquire a new customer comparing to selling to an existing customer. That is why the customer retention is extremely important to ensure maximum profitability. If you keep losing customers then you must have to increase your marketing efforts to such extant that it generate more leads and conversion in the same span of time as much as you lose the customers, only then you can achieve a steady growth. And that is extremely difficult and way too expensive.

That is why the customer retention is important. A queue management system facilitate customer journey and ensures a satisfactory customer experience which is a key to customer retention. Several studies and market research have recommended that one of the biggest reason a customer switch from a business is due to the unsatisfactory or a bad customer experience. For any service based industry the main driving force of customer experience is the wait time. The employee behavior, their level of expertise and all that is also important, but if a customer had to wait for a very long time before reaching to the counter, they will be already unhappy and maybe anxious too. With such a mood it is extremely hard for the service agent to satisfy that customer. However, if a customer is arriving at the counter with relaxed and comfortable state of mind, they will be more open towards conversation and they will be more understanding and cooperative. This will help the service agent to easily satisfy the customers and make them happy.

The queue management system also eliminates all the problem associated with manual queue management. As all customers and visitors will know that an automated system is controlling the queues and customer flow so their position is secure in the queue. The queue management system also allow businesses to create and manage virtual queues, which enables the customer to stay in the queue virtually, which means they don’t have to stand in the long lines, in fact they can wait in the comfortable waiting areas. The queue management system also comes with dedicated digital signage screens, which used to display the live queuing information to keep the user’s interest. All modern day queue management systems also provide an audio announcement system to keep the customers and visitors alert and engaged. On top of that a queue management system also provide businesses with an opportunity to run multimedia content on the digital signage screens along with the queuing information, which also increase customer’s interest and keep them engaged while they are waiting, this reduce the waiting stress and improve customer experience and customer journey to increase customer happiness and customer satisfaction. The customer satisfaction improve customer retention and results in higher profitability.

See More: Virtual Queuing and Digital Customer Experience

Queue Management System Improves Employee Performance

Employee performance is critical to maintain operational efficiency and productivity of any business. It also directly impact the cost and expenses of the business hence it also impact the overall profitability of the business as well. Businesses are always seeking ways to boost their operational efficiency and productivity while staying in the limitations of their budget to keep the cost and expenses to a certain level. Businesses in Dubai and all around the UAE have investing huge chunk of their hard earned profits in digital systems and solutions. A queue management system is proven to be among the best long term investments. A queue management system is capable of automating various business processes, which reduce employee workload. The queue management system can also automatically implement company policies and manage customer flow which usually require a lot of efforts from the employees, hence it impact their efficiency which is generally measured in terms of the customers they served.

Without a queue management system the service agents and staff has to manage the long queues, they have to solve people’s problems and they also have to address their complaints and queries instantly which are caused by the manual management. These problems and other such matters can consume a lot of time and efforts of the employees, which means the service agents have less time to focus on their primary tasks and they could also get distracted too. Which reduce their efficiency and also the quality of service they deliver. A queue management system eliminates all that and let employees focus on their primary tasks which can improve their efficiency and work quality to several times. Moreover the queue management system can be integrated with other systems and tools such as ERP, Customer Data Base, Central Information center, etc. This allow the queue management system to further facilitate the service delivery process for the employee, which simplifies service delivery process and reduce the efforts of the employee, hence they are able to serve more customers in a single shift.

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

Queue Management System Reduces Per Service Delivery Cost

The major factors that drive the service delivery cost up for a business are the resources they have to use for a single service delivery. Or you can say with a certain amount of resources how many services can be delivered within a given timeframe. For example in a customer service center if there are eight counters, then there would be eight service agents, and the business might have to post more employees to manage the queues and crowd. In that scenario the business must also have to able to maintain a large waiting area where there large crowds can be accommodated. That will raise the operational expenses of the branch or office. However, with the queue management system since the customer flow is much faster, and the capabilities of the service agents are also improved and they are able to serve more customers in a single shift the need for large waiting areas or deploying more employees to manage customers and visitors while they are inside the service center will be reduced. Which is a straight forward cut to the expenses.

Moreover the queue management system can aid various business processes and it can automate various customer journey steps which also increase employee efficiency to serve more customers. The balanced workload and a pleasant environment also impact the employees and further improve their work quality and capability. Which raise the overall productivity of the branch. As the business don’t need to deploy more employees to manage the customer service center, they can utilize them for other purposes, hence the total number of employees required to handle a branch could be significantly reduced, in some cases it can be reduced by 50% to 60%. Which can save a huge amount of resources both in terms of cost and the human resource as well. Where a server was serving only twenty customers a day, with the help of the queue management system they might be able to serve fifty or even sixty customers a day. Which also improve the overall productivity of the branch and reduce the per service delivery cost. Hence a single service delivery costs far less and the overall profitability is raised.

See More: Efficient Queue Management System Qualities

Queue Management System Provides Business Intelligence Data

These days the growth and progress is heavily driven by the data. The data is considered to be the backbone of the modern day business frameworks. It doesn’t matter what industry you belonged to, making informed decisions, setting up achievable goals, and making great strategy is the key to success. This data is generally referred to as business intelligence data. For any service based industry it is extremely important to understand their customer journey, customer experience, employees and trends. A queue management system can generate extremely crucial business intelligence data for a business. The businesses can utilize this data to analyze their customer journey, the level of difficulties a customer faces while moving through it and the factors which can impact customer experience are very important. Furthermore the business intelligence data from a queue management system can also help businesses to analyze and assess the effectiveness of their various business processes and employees as well. Which can help them build better strategies, take right actions and utilize resources more effectively to boost their productivity and profitability.

The queue management system can accurately track the waiting time of the customers on micro and macro levels. The queue management system can maintain the record of the waiting time for each individual customers. It can also provide average waiting time for each service. Businesses can also learn which employee is performing well at which service and position by analyzing employee KPIs and system usage data. The businesses can easily learn where the bottlenecks are created and what is causing them, they can also analyze employee performance. The employee performance data can be shared with the HR and decision makers to let them deploy the employees on service counters where they perform well or to arrange training for them for which services they perform poorly or less than the expectations and so on. A queue management system can be goldmine of the business intelligence data. Businesses can utilize this data to take timely actions, set strategies and make future plans. Which help them utilizing their resources more efficiently and effectively. This reduces the service delivery cost, maximizes the overall efficiency of the branch and increase the productivity and profitability of the business.

See More: What are the Key Features of an Enterprise Resource Planning Software (ERP)?

Conclusion

A queue management system is a great tool to boost the productivity and profitability of the business. The businesses can easily reduce the customer wait time, minimize their efforts and maximize the efficiency of the employees to ensure the customers will have a satisfactory experience. The happy and satisfied customers are the most precious asset of any business. The customer happiness drives their loyalty and loyal customers are more likely to have repeated business. In the long term the queue management system can save significant cost and expense. The business intelligence data, cost reduction, employee performance improvements and customer satisfaction drive growth and help businesses in achieving their future goals. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject or if you have an enquiry, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

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January 5, 2022February 26, 2022

Why Bank should Integrate Appointment Booking System with a Queue Management System?

A queue management system and an appointment booking system, both are two different systems and most of us are quite familiar with them too. Both have their application and are used to facilitate the customers and to enhance their experience and interaction with the business. In case of banks the customer experience is always the top priority, especially the banks that are located in Dubai or anywhere else in the UAE. The customer experience and customer satisfaction is considered to be the key to success. The UAE is a very competitive market for the banks, there are too many options available for everyone, if a bank fails to satisfy the customers they will not going to think twice before switching to another bank. The market have changed since past few years, the digitalization on large scale, the COVID situation and multiple other factors have left profound effects on the market trends and customer behavior. Now a day’s people are more adoptive and comfortable with the technology, in fact people also expect from their favorite brand to offer some kind of digital interaction or a digital solution that can enhance their experience and interaction.

Banks all over the UAE are proactively seeking new methods and techniques to deal with the new trends and customer’s expectations. There are certain things that we already know can ruin the customer experience, such as unmanaged queues, long waiting time, poorly organized customer flow, low quality customer service, etc. Customers don’t want to wait, in fact studies have shown that in general a customer would like to wait for up to 10 to 13 minutes at maximum, any wait time more than that start affecting their experience. Customers and visitors are also more conscious about their safety and health, though the COVID situation in our country is under control but still the effects of that have changed our general behavior. A queue management system can be a great relief for the banks and the customers too, but everyone is doing that, there are certain things that can be added to the queue management system to further improve the customer experience, one of them is integrating an appointment booking system.

Here is how an appointment booking system can be integrated with a queue management system and how it could help transforming the customer experience and customer journey in the banks:

Introduction to Queue Management System

A queue management system is a technological solution that help banks to streamline their customer flow, improve their customer’s experience and customer journey to ensure the ultimate customer satisfaction. The customer satisfaction is the primary goal for any business whether it is a bank or any other business organization. The customer satisfaction means that when a customer leave your premises after availing a service, they left happy, satisfied and fulfilled. This will make them loyal to the brand and will also directly or indirectly improve various factors which are good for long term sustainable growth and profitability. The queue management system is a great tool to monitor and analyze the customer journey and various business process and it also monitor various employee KPIs. All the data is combined to generate valuable business intelligence which than can be further analyzed with in-built analytical tool to compile comprehensive and summary reports.

Banks can utilize a queue management system to improve their customer journey, operational capabilities and it will also help them to increase profitability. Satisfied customers are more loyal and play a vital role in long term growth.

Introduction to Appointment Booking System

An appointment booking system is a digital tool that allow the customers and visitors to book a spot to meet up with the customer service or sales agent or simply to get a service done from the business. Banks and other financial institutions in Dubai and all around the UAE are investing heavily in productivity solutions and systems. The banks are well aware of the importance of the digital solutions and also the human to human interaction. That is why the customers and visitors are always welcome at the banks. The human to human interaction is critical to build trust and to establish long term relationship with the customers. However, if a customer will have to wait for a very long time before they get a chance to meet the bank representative, it is extremely hard to deliver satisfactory service. That is why the appointment booking systems and tools are used.

The appointment booking system ensures that the customer get a schedule for meeting the right person at the most convenient time for them and they don’t have to wait, so they can peacefully interact with the staff and get the service done.

How Appointment Booking System can be integrated with a Queue Management System?

The Appointment booking system is a software program that allow the customers and visitors to sign-up or register and schedule an appointment. The appointment booking system can provide various information which are helpful for the appointment booking, for example, it can provide the list of bank relationship managers or customer service representative along with their availability, etc. Such information help the customers and visitors to book appropriate time as per their needs. Moreover the customer can book appointment by calling to the bank help center or through the mobile application. On the day of appointment the queue management system can issue a ticket and provide the customers with the estimated time of their turn. This results in very little wait time or no wait time at all. Which is excellent for customer experience and customer satisfaction.

All these functionalities and many more required data synchronization and integration in real-time. Both the appointment booking system and the queue management system pull and push data from each-other and also from various other systems. All this is achieved with secure web services or APIs. The APIs make it possible to link two separately managed databases and also connect the systems with the central information center of the bank.

The Benefits of Integrating Appointment Booking System with a Queue Management System

When an appointment booking system is integrated with a queue management system the bank can have several perks and it can also offer various innovative features to improve customer experience and customer satisfaction. Here are some benefits of integrating an appointment booking system with a queue management system could help banks to enhance its customer’s experience:

Offer freedom to book a time of service as per the customer’s convenience
Allow customers and visitors to sign-up for virtual queues and enable virtual queuing
Provide customers additional information about the branches
Allow customers to choose any service agent or the one which served them the last time
Prioritize the premium customers and segregate them to improve customer flow
Reduce the wait time to literally none
Improve customer journey and customer experience by optimizing various business processes
Help service agents and staff to improve their performance and efficiency
Collect customer feedback data and gather business intelligence
Integrate smartphone applications for appointment booking, queue management and feedback
Provide live queuing information to the customers via SMS, Online Portal or Mobile Apps
Improve overall operational capabilities and optimize the use of resources
Reduce per service cost and increase profitability
Reduce customer churn rate
Improve customer loyalty and brand reputation
Ensure long term success and growth

Enabling the virtual queuing, remote sign-ups and appointment booking can really enhance customer experience and customer journey. The appointment booking system allow the customers to get live information about the schedules, busiest hours, busiest branches, and much more. The smartphone application offer various innovative features to further improve customer journey. For example, the smartphone application can offer a branch locator which provide details about the branches their timings and other details that help the customers and visitors to schedule their visit. Once an appointment is booked the queue management system can issue them a virtual token for their queue. The queue management system can also provide live queuing data to the customers and visitors which help them to plan their visit. Several channels can be used for reminders, notifications and alerts to make sure the customers don’t miss their turn.

Moreover the queue management system can also collect customer feedback data, which can be added to the main business intelligence which is also being collected from each and every touch point of the customer journey along with various stats and employee KPIs. Such data is extremely helpful for the banks. The management can easily prepare actionable reports and make policies to make improvements wherever needed. The employee KPIs can also be provided for the HR usage.

Conclusion

Banks in Dubai and all around the UAE are working in a very competitive market. The customers also have high demands and market trends are also getting changed all the time. In such scenarios businesses often innovate new solutions or combined two available solutions to innovate the utility. That is why integrating an appointment booking system with a queue management system is such a wonderful idea. Both systems are used for customer happiness and customer satisfaction. When combined, the results could be astonishing. When integrated with a queue management system an appointment booking system takes the customer queuing to the next level, it added value to various business processes and it offer ultimate freedom and control to the customers. It also boost the agent’s performance and improve profitability. RSI Concepts is a leading customized software development company with having appointment booking system and queue management system as the two most popular products. If you are interested in improving your bank’s capabilities and to increase customer satisfaction, feel free to let us know. If you want to learn more about the topic, please free to leave a comment in the comment box below and we will get in touch with you soon.

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December 27, 2021February 26, 2022

Bank Branch Transformation with High-tech Queue Management System

These day’s in UAE almost every bank is offering digital service channels to their customers to facilitate them. However, when customers come to visit the bank at the physical branches it could get very difficult to manage the customers and maintain agood customer experience. Another big challenge is the health and safety concerns. The bank branch occupancy limits and the social distancing rules are also adding to the queue management problems and making it difficult to provide a good quality service and satisfactory customer experience. The market trends and customer’s expectations have also been changed, now a day’s people are more adoptive and inclined towards digital interaction. In fact studies have shown that more than 80% of the ordinary customers are expecting from their favorite brands to offer some kind of digitalized interaction. A high-tech queue management system can bridge the gap between the physical and the digital customer experience and it can significantly improve the customer journey.

For any bank branch it is extremely important to manage their customer’s wait time and journey to ensure they have a great experience. The studies have shown that an average customer can willingly wait for around 13 minutes beyond which they start developing a negative experience with the bank. A queue management system is not only about managing the waiting experience, in fact a modern day high-tech queue management system is a very capable tool which can enhance and improve the waiting experience and the entire interaction of the customer with the bank branch. A high-tech queue management system not just only manage customer wait time but it can manage the entire customer journey from pre-arrival to post-servicing activities. The bank branch transformation and digitalization is only possible with a modern and high-tech queue management system that can offer innovative solutions of the customer journey problems and help banks branches to achieve the higher customer satisfaction without investing anything additional in human resource or in other resources.

What is a Queue Management System?

A queue management system is a combination of software and hardware components. In Dubai and all around the UAE there are several different types of queue management systems used by the businesses. The main objective of using any queue management system is to facilitate the customer flow and to ensure a better waiting experience. Apart from that a modern day high-tech queue management system also manages several other steps of the customer journey and it also provides a detailed business intelligence and insight to let the management draw specialized conclusions which further help them to improve various business processes and customer journey. A queue management system comprises of a sign-up terminal/channel (which is usually a ticket dispensing kiosk), digital signage, announcement systems, counter plates/displays and software dashboards for the administration and for the servers/agents. These tools are designed to facilitate the both the customers and the staff during the customer journey. There are several other hardware and software components which are widely used by the businesses but from the user point of view the operation is almost the same.

What is a High-Tech Queue Management System?

Well a queue management system is always a queue management system, but there are some queue management systems which can offer an entirely different kind of features that help transforming the bank branches and the customer experience. For example the old Nokia 3310 was a mobile phone and the modern iPhone is also a mobile phone, both are capable of calling and texting, but the iPhone is considered to be more high-tech and advanced as it offers various additional features and makes it more effective and useful. Similarly a high-tech queue management system manages the customer flow and queues but in a better way and it can also offer numerous new features which increase its importance and usefulness. For example a high-tech queue management system offers multiple channels for the sign-up such as QR Code, SMS, Mobile App, etc. It can also support virtual queuing which allow the customers to sign-up and wait in virtual queues and only arrive at the bank branch when their ticket number is called, hence technically there is no wait time at all.

Here are some features of a high-tech queue management system that enable a very quick and cost-efficient bank branch transformation:

Multi-Channel Sign-up & Virtual Queues

The high-tech and advanced queue management systems support multi-channel sign-up. Traditionally there is a ticket dispensing device or an interactive kiosk which help the visitors and customers in the bank branch to sign-up for the queue. However, the high-tech queue management system offers additional channels for the sign-up such as remote sign-ups through the web-portals, smartphone apps, SMS, QR Code, etc. This flexibility enhances user experience and facilitate the sign-up process. The remote sign-up channels sign-up the customer for the virtual queues, it means they will be treated as they are physically present in the actual queue but in reality they can wait outside, or arrive only when their turn come. The queue management system can keep sharing the queuing information and updates via a suitable channel to keep the customer up to date. The queue management system can also send alerts and notification so the customer won’t miss their turn. The multi-channel sign-up process eliminates the need of waiting inside the bank branch hence the actual wait time is significantly reduced or none. The remote sign-up allows the customers to wait outside the bank branch and they don’t need to wait in the crowded lobbies or waiting areas.

Seamless Customer Flow & Automated Customer Journey

The banks are the organizations where daily customers’ visits are inevitable, some days of the weeks are busier and some are not, sometimes the entire bank branch is fully occupied, in all such scenarios the management and staff have the prime goal of ensuring a great customer experience which is not impossible with slow moving queues and long waiting time. A bank is offering several services at a bank branch and they are also dealing with different categories of the customers too. For example, some counters are exclusive only for VIP or Premium customers, some are for business customers and some for individual customers and so on. Similarly there are certain counter who only deal in certain services or even some counters are exclusive for only a single service. These all are real life scenarios there could be so many other possibilities as well. In such situations it is crucial to segregate customers as per their need and mode of service or any other policy and then direct them to the designated counter to prevent any confusion or unwanted delays.

A high-tech queue management system is designed to handle all such scenarios including features that allow the banks to implement customized policies in each branch. Usually the queue management system identify the customer by the selection of the service they had selected while signing up for the queue. Later it automatically route each customer to the appropriate counter. In case if any server or agent went for a short break or something, the modern high-tech queue management system is capable of routing the customers to the alternate counters as well. All the data and monitoring is happening in real time and the queue management system software is also taking decisions in the real time, so everything is managed automatically without any human intervention. This features makes the customer flow very quicker and it also prevent a lot of problems that could occur in a real life scenario. The automated customer journey feature can also balance workload of different counters and with a dedicated administrative control panel the bank head office or the bank branch manager can control these polices and work flows as well.

Powerful Software Tool & Administrative Control

The modern high-tech queue management system has a powerful software engine and intelligent algorithms which ensure excellent efficiency and ultimate performance. The queue management system consist of an administrative dashboard which is for the branch management and the head-office management, the second part is the agent/server dashboard, which is designed to aid the service delivery process and various other business processes. The agent dashboard can be linked to many other organizational tools and systems which reduce the work of the server/agents and expedite the service delivery process. The administrative dashboard allow the management to remotely manage and monitor the entire queue management system and all connected branches. The head-office can instantly update and push policies to all or selective branches via administrative dashboard and they can perform several other administrative functions.

Our high-tech queue management system is also equipped with ability to integrate with other systems and tools which enables it to share information, data and stats with other systems and get access to the data from other systems within or outside the IT infrastructure of the bank. Such integration expedite the service delivery process and can reduce various customer journey steps. Moreover the integration is also very useful in sharing business intelligence and analytical data with other systems in various reporting formats. The high-tech queue management system is also very capable of triggering alerts and sending notification in real time as per the set policy and parameters.

Reduction in Customer Wait Time and Enhanced Waiting Experience

The high-tech queue management system offers multi-channel sign-up process, virtual queuing and various business process improvements which reduce the entire customer journey hence the waiting time is reduced. The queue management system comes with digital signage and audio-visual announcement system which is used to improve customer’s waiting experience in the waiting area. The digital signage is used to display the live queuing information and banks can also run adverts, multimedia content and engaging material which keeps the customers engaged while they are inside the bank branch. It reduces the waiting stress and improve customer’s waiting experience. The automated customer flow and customer routing functionalities can significantly reduce the customer wait time. The agent dashboard is very helpful in expediting service delivery process which also help reducing the overall wait time of the customers.

The queue management system can also provide live queuing information on other channels such as SMS, mobile apps or customer portals. Which also keep the customer engaged and allow them to remain up-to-date. Which enhances their waiting experience even if they are outside the bank branch. The queue management system can send several alerts and notifications to make sure the customers who are waiting outside don’t miss their turn.

Gather Business Intelligence and Collect Customer Feedback

The business intelligence is the most important part of any digital system or tool. The high-tech queue management system is equipped with smart and intelligent algorithms and analytical engine which enables it to collect the statistical, usage and monitoring data from each and every touch point throughout the entire customer journey. The reporting mechanism is also capable of measuring and monitoring various KPIs for the employees and various other aspects. All this data is collected in real time and then automatically processed, furthermore the administration can also implement various analytical tools to compile reports. These reports help the management to draw precise conclusions to evaluate their current strategies and it also help them identify the areas of the improvements.

The customer feedback is one of the most crucial part of the business intelligence data and it provides a direct window into the customer’s mind. Which help banks identifying the problems with the customer journey or any other business process. The banks can also conduct various surveys to get deeper insight which can be later utilized along with other business intelligence inputs to draw future policies and strategies.

Conclusion

The advanced high-tech queue management system can significantly boost the customer experience and improve their journey throughout the bank branch. The queue management system allows various sign-up channels along with virtual queuing which provide more flexibility and convenience to the customers and visitors. With the help of these facilities the customer are no longer required to physically wait inside the bank branch. In fact they could be signed-up for the virtual queues via virtual or remote sign-up methods. The automated customer flow management and customer routing mechanism automatically control the customer flow and maintain a balanced workload for the employee as well. Which not only reduce the wait time but also help boosting the staff performance as well. Collectively all these factors help reducing the waiting time and improving the customer experience and customer journey. Our high-tech queue management system also help collecting customer feedback and gathering vital business intelligence data which can be later analyzed by the in-built tools to compile reports. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the high-tech queue management system or if you are interested in a quote, feel free to contact us through our Contact Us page or leave a comment below and we will get in touch with you soon.

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November 6, 2021February 26, 2022

Improve Customer Journey with Queue Management System Business Intelligence

Businesses in Dubai and all around the UAE are mostly utilizing some kind of digital queue management system to manage customer flow and to boost their performance. The primary goal of doing so is to maximize the customer satisfaction by improving their waiting experience and customer journey. The customers’ demands, market trends and standards always getting changed. Here in Dubai or in fact all around the UAE the markets are very competitive and the customers are very demanding. A customer have too many options available that they immediately switch after a bad interaction and don’t even give it a second thought. The overall market trend is to have a quicker and simpler on-boarding process which also help customers while switching from one business to another. In such an environment for businesses the customer retention and customer loyalty is the only key to long term success. Which is only possible when the customers are happy and satisfied with the brand.

Businesses use queue management systems to improve customer journey and to boost their staff performance. Both are very important and interconnected. Only an efficient staff can ensure high quality service and satisfactory customer experience. An intelligent customer flow management and well-organized customer routing can ensure excellent waiting experience. That is why a digital queue management system is an essential these days. That is why almost all businesses whether small or large are utilizing some kind of queuing solution. However, one thing that businesses in Dubai and all around the UAE often overlooked is the statistical data and business intelligence. Businesses usually don’t pay much attention to the importance of the business intelligence data. The queue management system business intelligence can provide a deeper understanding of the customer behavior, their needs and expectations from the business along with the staff performance and the effectiveness of business policies, strategies, and in fact the entire methodology to deal with its customers. This makes queue management system business intelligence much more important and crucial for a business’s success.

The basic purpose of collecting business intelligence is to identify the strength and weaknesses of relevant departments, employees, processes, IT infrastructure and any other facility or system that is involved in the customer journey. Here is how business can improve customer journey with the queue management system business intelligence data:

Queue Management System Business Intelligence: Wait Time

The wait time is one of the most critical factor in the customer journey. Let us face the fact, no one wants to wait in long queues or siting in a crowded waiting lobbies. Everyone wants to get the service immediately. The miss-managed customer journey and long wait time alone is enough to completely destroy the customer experience. If the customers had to wait too much, they will get anxious, stressed and annoyed. Once they will reach at the counter they would have already been annoyed, which will decrease their ability to cooperate which can completely kill the customer business relationship. It also put extra strain on the staff and also decrease their efficiency and moral. Which further results in poor experience and unhappy customers. Although the staff is trained for such scenarios but studies have shown that long wait time have far deeper impact on the customer journey and customer happiness then we usually anticipate.

When a business is using a digital queue management system they can collect the stats and data for various different aspects of the wait time and incorporate them in the business intelligence data and reports. Some of these factors are very important to keep an eye on. For example, each business offers multiple services, some services are quicker and some are not. Some services might have higher profitability rate and some aren’t. These all factors has to be analyzed along with the collected business intelligence data to quantify and analyze the effects of individual factor and then the actions should be taken accordingly to address the issues starting from the higher priority to least priority. Similarly for each service business usually target a different set of audience. For that businesses also have different communication strategies for each audience or audience group. These all factors along with the queue management system business intelligence will help businesses to prioritize the issues and take steps or make policies to rectify them.

The queue management system business intelligence data regarding the wait time can include several perimeters such as average wait time for the customers of each service. Average wait time during the busy hours and during the least busy hours. Average wait time during the weekends or the last or first day of the week. The same can be measured for different times of the month and year also. The queue management system can also measure the average wait time for a particular service when delivered by different employees, in fact a good queue management system always have comprehensive employee KPIs and performance monitoring tools. The queue management system can also measure the average wait time for different sign-up methods. These days business are always trying to offer multiple channels to sign-up for the queues. Such data can be analyzed and then compiled in actionable reporting formats which can help businesses to identify the areas of weaknesses and also help them to prioritized different actions for the future strategy.

Studies have shown that on an average under normal circumstances a customer can wait for up to thirteen minutes maximum without getting stressed out or annoyed. Anytime longer than that will start deteriorating the customer experience. Another important factor is the perceived wait time against the actual wait time. The perceived wait time is the time a customer feels have passed instead of the actual time that have passed so far or till the service delivery. Usually when we don’t have a clear indicator or estimation of the wait time we feel more time have passed than the actual time passed. A good queue management system always print estimated time to turn on the ticket or provide this information in the digital signage or via any other channel. This also help reducing the stress of waiting and can help improving the customer wait time experience which improves customer journey.

Queue Management System Business Intelligence: Staff Performance

The staff performance or employee KPIs (key performance indicators) are a great source of business intelligence data. A queue management system can measure several staff performance perimeters and provide data to the management to assess and evaluate the performance of the staff from various angles. The employee KPIs help businesses asses and evaluate the employee performance and it also provide valuable inputs for the HR department. The businesses can use the employee KPIs to arrange training programs, transfer employee or relocate them or reassign them different tasks and it also help businesses improve their training programs and hiring process. The employee KPIs are also very helpful to encourage the staff to perform well and compete for higher performances. Businesses can also use the employee KPIs for promotion/demotion or for salary and other perks. One thing is for sure, if your employees will perform well and work under balanced work load they be able to deliver satisfactory services which will improve customer journey and customer experience.

A queue management system can accurately measure various employee KPIs, such as average service delivery time. Average service delivery time is measured along with several variables such as under the regular work load, during the busy hours, during the least busy hours and so on. Similarly there is always some break between one service delivery and next customer call, which is usually two to five minutes, during that time the employees perform post-service tasks and prepare for the next service delivery. The same is also measured against several variables to provide a deeper insight. The staff also take breaks during their shift which is also measured. How many customers an employee can serve in a single shift also provide an overview of the employee performance that can be compared with other employees to take further steps to improve the employee performance.

A queue management system is also very effective in measuring and assessing employee performance against different tasks. For example, each business offers multiple services, some of the staff is experienced, some are new recruits and we all are human everyone have their own different level of capabilities and competence. In a real life scenario even some experienced employees might not be good with certain tasks or certain services and vice versa. This could impact the employee performance and the performance of the entire team as well. Which is bad for the customer journey and customer experience. So, in order to make sure everyone is working at their highest levels of efficiency and productivity a business must understand all these details. Which can be done only by analyzing the queue management system business intelligence data. Businesses can easily shuffle employees and their tasks to maximize the overall performance of the team and when an employee works on a task at which they can perform well they further improve their efficiency and quality of the work. Which is absolutely necessary to improve the customer journey and the customer experience.

Queue Management System Business Intelligence: Business Processes

Each and every business have different approach to handle certain problem. When it comes to the customer journey management the businesses have very innovative and unconventional ways to deal with it. However, it is extremely important that a business must be able to understand and measure the effects of their various processes on the customers and the customer journey. A queue management system business intelligence data is very helpful in assessing and evaluating various business processes and the business intelligence data is very accurate in identifying the bottle necks in the customer journey and any other major problem that can result in bad customer experience. One of the major factor is again the wait time, however there are certain other aspects too which can ruin the customer experience and result in unhappy and unsatisfied customers. The queue management system business intelligence data is very helpful in evaluating each and every step of the entire customer journey.

For example let us start with the sign-up process. A queue management system can collect the usage data and various stats that can be helpful in assessing the sign-up process. For example, if a certain number of customers are ending up on signing-in to the wrong queue on daily bases, than that is an alarm. It could be the user interface or any other misleading info or confusing indicator is there in the sign-up process which is confusing the customers and they are ending up on signing-in for the wrong queue. Similarly different businesses have different service delivery processes for different services. Some businesses even offer stepped services which require a customer to go to several counters to get a complete service delivery. For such scenarios the queue management system can offer a variety of data points which can be used to identify the lacking points and areas of improvements.

Sometime there is a documentation required, or sometimes the payment processes are there, there could be so many different scenarios but thankfully a queue management system is very capable tool which can collect business intelligence from each and every available data point as per the requirements. That is why the queue management system business intelligence data is very helpful in identifying the problems in business processes which further help businesses to make changes to improve the customer journey and customer experience.

Queue Management System Business Intelligence: Customer Feedback

The customer feedback system is although a completely different tool, however modern day queue management system also offer an in-built customer feedback collection tool. The customer feedback data is a very crucial information and is also an important part of the queue management system business intelligence. Here in Dubai and all around the UAE businesses often overlooked the importance of the customer feedback data, especially small and medium sized businesses don’t invest much in the customer feedback collection. However things are changing now and business owners and managers are focusing more on the customer feedback. That is why these days a customer feedback collection tools is either being integrated or developed in-built with a standard queue management system. The customer feedback tool allow businesses to collect valuable data and provide them with a chance to directly ask to their customers of how they feel about any aspect of the customer journey.

There are several advantages of using a customer feedback tool along with the queue management system. For example, when an in-built customer feedback collection tool is used inside the business premises or even via online or via any other digital medium it can improve the feedback collection process, customer response rate and the quality of the customer feedback data. Most of the times when businesses start collecting customer feedback the two biggest problem they face is low response rate and poor quality data. However, a queue management system can solve these two problems very well. For example, for certain very crucial information a business must require to collect necessary details such as which service has been availed, or which customer provided what feedback. Such information are collected by simply providing forms before or after the customer feedback surveys, which take time and the customer usually find it difficult to attempt long surveys. That is why the response rate declined.

However, with a queue management system such details can be automatically mapped to the feedback via the system integration and other mechanisms. A queue management system not only facilitates the customer feedback collection process for both the customers and the staff also but it also improves the quality of the customer feedback data and the customer response rate. Which has huge impact on the overall business intelligence. As in order to take actions or make policy changes a business need solid data and evidence to make sure their actions and strategies will not have any negative impact on the customer journey and customer experience. That is how a queue management system business intelligence can significantly improve the customer journey.

Conclusion

A queue management system is an ultimate tool to transform the customer journey and customer experience. A queue management system can easily manage customer flow, it can automatically control queues and customer routes and it can aid various business processes including the service delivery itself. A queue management system also help boosting the employee performance and allow the businesses to utilize their resources more wisely to ensure higher profitability. A queue management system is basically used to provide a satisfactory customer experience and an excellent customer journey. The customer satisfaction is a key to customer retention and it raises customer loyalty. The loyal customers are the most precious asset of a business. The loyal customer tend to be a good brand advocate and they are most likely to do repeated business with the brand as well. It is almost nine to twelve time less expensive to sell to an existing customer comparing to acquiring a new customer. That is why the customer satisfaction is the top priority for any business and the customer satisfaction relies on the customer journey.

The market trends and the customer demands and desires are continuously changing. A business must have to keep up with the new trends and ever changing customer demands. That is why a business needs queue management system business intelligence to continuously monitor and the customer journey and the factors that can directly or indirectly impact it. RSI Concepts is a leading brand in the queue management system market in Dubai, UAE. If you need a queue management system or if you want to learn more about how queue management system business intelligence can improve the customer journey? 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.

Check out this blog: Touch Less Customer Experience, Use the RSI Queue Management System

November 4, 2021

Queue Management System and Predictive Waiting Time

Queue management systems have become an essential part of the digital offerings by any business to its customers. In Dubai and all around the UAE businesses, especially service based sectors are heavily relying on the queue management system to maintain a desirable customer journey and satisfactory customer experience. However, in the technology world things got changed very quickly. Businesses these days are implementing highly advanced queuing methods and technologies to be able to stand out in the crowd. The main objective is always to ensure customer satisfaction and maximum operational efficiency. Although it might sound very simple but in reality the customer flow management and queue management is not a simple task. It is a very complex and highly sophisticated process that each business will have to go through on daily bases. In simple words there are too many moving parts and things can go south really quickly. That is why businesses are very concerned about queuing methods and the technology they are using.

When it comes to the customer journey and the customer experience the wait time is one of the most impactful factorsand it has capacity to completely ruin everything if not managed properly. That is why for eight out of ten businesses the prime objective of deploying a queue management system is to minimize the customer waiting time and to improve their waiting experience. The queue management system can significantly reduce the customer wait time and it can also improve the customer flow and customer journey. The predictive wait time is a very technical phenomenon but it is also very important that is why we have decided to write about it. I will try to explain the predictive wait time in the most non-technical way possible.

What is Predictive Waiting Time?

The typical predictive waiting time is the measurement or calculation of the estimated wait time for any customer waiting in a queue. However, it is not that simple anymore, now a days, businesses are utilizing the digital queue management systems which makes it easier to manage queues, but it complicates the predictive waiting time calculation. Only a few high-end queue management systems available in Dubai or anywhere in UAE are being able to accurately measure the predictive wait time such as RSI Queue Management System is a highly advanced queuing solution and it can effectively measure the predictive wait time and it can also integrate it within the on-going queuing process which have several perks. Usually the predictive wait time calculation is done on the bases of various inputs, such as:

The number of customers waiting in the on-going queues
The number of customers arriving per hour
The number of estimated customer arrival in the next hour on the bases of previous stats
The average service delivery time of the agent and also required by each service that is in queue
Some other behavioral and historical patterns

This is how the predictive waiting time is calculated. Now a days the job is done by the intelligent algorithms and businesses doesn’t have to worry about the any of such calculation. But it is important that the digital queue management system a business is using or planning to implement must have the predictive waiting time feature in it.

How a Queue Management System Calculates the Predictive Waiting Time?

Any high quality queue management system always calculate the predictive waiting time. The digital queue management system is a very capable tool or gathering statistical data and business intelligence. As the entire queuing process is being handled through the queue management system it is a lot easier to measure and log each and every activity. These days the technologies that are used to build a queue management system software are highly advanced and with a simple logics and algorithms the queue management system can capture all the data points that are required to calculate the customer predictive waiting time. Each digital queue management system have an in-built reporting module. That module gather the statistical data and also log all the activities to compile comprehensive historical data which is then being used to prepare several types of reports. The same data inputs are being used to do the mathematical calculation of the predictive waiting time.

The queue management system always keep a log of all incoming customers with a time stamp. The intelligent algorithms and software engine use those logs and timestamps to accurately identify the busiest and the least busy hours of a day. Similarly the system can also identify the busiest days of the week and the month and vice versa. These measurements provide the system with a clear understanding of the customer flow and what to expect at what hour of which day of the week or month and so on. This details is the fundamental of the predictive waiting time calculation.

The queue management system is also very capable of measuring various employee performance KPIs and several other indicators that help them calculate the average of the service delivery time. For example, the queue management system can easily calculate which service agent spent how much time on which service delivery and also what is the time variation during the busy work hours and otherwise. This help the queue management system to accurately measure the average of the performance of each agent/server for each service. As businesses usually offer multiple services and some agents are good at some services and not so good with others. So the queue management system can easily record all these performance variables and put them in the main predictive wait time calculation.

In addition to that the queue management system can also effectively integrate the recent or current day data within its calculation when the quantity of the data got raised from a predefined threshold values. This increases the accuracy of the predictive waiting time.

Why do we need Predictive Waiting Time?

The predictive waiting time not only help the management to make quick plans and to take on-site actions for better customer experience but it also improve customer’s waiting experience. Whenever we don’t know about the outcome the human brain triggered a state of fear and uncertainty which is very bad for customer experience. It always helps to reduce the stress of waiting if the estimated time is mentioned on the ticket or is provided to the customer while they are waiting in the queues. The perceived wait time is always too high than the actual wait time, so having a knowledge of estimated time to turn can have a very calming and pleasant effects on the customers and visitors. That is why the predictive waiting time measurement is very important and crucial for the customer satisfaction. A digital queue management system is a very effective tool to calculate the predictive waiting time automatically.

Read More: Queue & Waiting Time Management

Conclusion

The only reason why businesses use a queue management system is to enhance the customer experience and their operational capabilities. A queue management system help businesses to provide an excellent customer journey to its customer to ensure maximum customer satisfaction. The digital queuing solutions are also very helpful in boosting staff performance and service quality. When it comes to the queue management and customer journey the predictive waiting time is a very important factor. Businesses should have a better solution to measure and utilize the predictive waiting time to enhance the customer experience and to obtain higher customer satisfaction. A high end queuing solution like RSI Queue Management System is an ultimate tool to manage customer flow and customer journey. It has in-built features and algorithms to automatically calculate the predictive waiting time and to put it on play where it can facilitate the customer experience as well as the management and administration. If you want to learn more about our queuing solutions or about the topic 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.

Check out this blog: Touch Less Customer Experience, Use the RSI Queue Management System

October 4, 2021October 4, 2021

Why do you need a queue management system?

A queue management system is used by businesses to streamline their queues to ensure the customer satisfaction. The queue management systems start gaining popularity around a decade ago, since then more and more businesses are adopting to it. The queue management system is basically a combination of a software and some hardware devices. The customers can sign-up for the queues by multiple channels. The most commonly used method is to sign-up via on-site interactive self-service ticket dispensing kiosk. However businesses are also using online appointment booking tools, smartphone applications, QR Code and also using a bit more traditional methods such as calls, emails, SMS, etc. The most common method is the self-service ticker dispensing kiosk. With the rise of virtual queuing the mobile apps and QR Code type sing-up methods are also gaining popularity.

Usually business have multiple services and multiple counters, so they ask customers and visitors to choose the service during the sign-up process. The customers and visitors sign-up for the queue, then they wait, an audio visual system is used for customer calling and then the customers and visitors approach the assigned counter, get the service done, and leave. Some businesses also ask for feedbacks and usually it is post-service customer feedback. The queue management system is a very effective tool to control, manage and improve the customer journey and customer experience. It also help businesses to boost employee performance and strengthen their relation with the customers.

Here are some good reasons why do you need a queue management system:

If you want to reduce the Customer Wait Time

The customer wait time is one of the most important factor in customer journey and it can completely make or break customer experience. Studies have shown that the maximum bearable wait time for any customer or visitors is thirteen minutes, any time more than that will add up to their frustration. Different industries have different impact of the long wait time. The customer churn rate is also different in different industry if we will keep the wait time constant, but one thing is sure, the maximum wait time without annoying your customers is thirteen to fifteen minutes, and long wait time always have negative impact on customer experience and customer journey. The queue management system is very helpful in reducing the customer wait time and controlling the customer flow.

Every business have multiple services and usually multiple counters are there which require multiple queues, the most common mistake made by the customers and visitors is to end up in the wrong queue. A queue management system solve that issue, it automatically direct the customers to the right queue as per their selection of the service during the sign-up process. In case if a customer selected wrong service, the agent/server had control and ability to immediately direct them to the right counter without making them to wait again. That is a great feature and it helps both the customers and the agents/server too.

Moreover with the help of a proper digital queue management system in place the customers don’t face a lot many other problems. For example, usually in manual queues, there are line jumpers, which can sometimes cause a literal chaos in the waiting area. Apart from the line jumper, the customers and visitors will have to stay in long lines to secure their position in the queue, which is also difficult. This unrest condition lead to other problems, one of the biggest problem that most businesses face is the complaints about mismanagement, despite the staff is doing their best, still the customer keep complaining about the mismanaged queues. These all problems waste time and over-burdened the staff too, which results in more waiting time. However with the queue management system this all can be avoided.

Read More: Queue & Waiting Time Management

If you want to automate the Customer Journey and Customer Routing

You need a digital queue management system if you want to automate the customer journey and customer routing. The customer journey could be based on several steps, the number and nature of these steps is totally dependent on the service type and service delivery mechanisms. Different businesses have different internal structure and business practices which distinguish them from others. This is what form a unique customer experience. However there are certain types of queuing which can cover all types of businesses and their methods. Here are certain scenarios which differentiate queuing processes:

One counter for each service
One service for all counters
All counters for all services
Multiple counters for a single service (stepped service delivery)
VIP/Premium or exclusive counters for certain customers
One counter for multiple services but not all

These are just a few most commonly occurring scenarios. Obviously each business is different from the other and all businesses try to be unique and distinguishable to build unique brand identity and unique customer experience. However mostly the customer journey is managed and controlled as per the above mentioned scenarios. These all scenarios require a different approach. If a business is managing the customer flow and customer journey manually and it has more than one scenario (which usually is the case) then they will require a lot of staff to make sure a smooth customer flow and quicker customer journey. Which is expensive and still not so effective.

In manual queue management there will be still some loopholes and customers will still going to face some problems. Maybe during the regular work hours the problems may not occur much often but during the busy work hours there will be so many complaints and so many unhappy customers. With a queue management system the customer journey can be automated and all these problems can be solved and these delays can be eliminated.Which will significantly reduce the wait time and improve customer journey and customer satisfaction.

If you want to Improve Service Quality and Service Delivery

The waiting time and waiting experience impacts on the overall perception of the customer interaction. If a customer will have to wait in long queues and had to face all the troubles associated with manual queue management, they will be frustrated and annoyed when they will arrive at the service counter. This has a huge impact on their interaction with the service agent. When a customer is already frustrated and the employees are over-burdened the interaction could be anything by satisfactory. It would be extremely hard for the employees to make the customers happy and satisfied. But with a queue management system when the customer flow is automatically regulated the customer journey and customer routing is automatically managed, the waiting experience is pleasant, the customers will arrive in a normal mood and would be more accepting and understanding.

The automation and smoother customer flow also have double affects, it also reduce the work load of the employees and let your agents/server to focus on their primary tasks which further enhances their interaction with the customers and visitors. Moreover the segregation and/or identification of the services can provide a chance to the business to offer a bit more personalized experience as per the customer preferences. As the service agent is already aware what service he/she will have to cater for the next customer, they can do the preparations in advance. There is always some pre-service work for the agent, which need time, but due to the queue management system the agents/servers can get ready before the customer’s arrival and as soon as the customer arrives they can instantly initiate the service without any delay, this improve the service quality, reduce the service delivery time, improve employee and customer interaction and ensure higher customer satisfaction.

If you want to Improve Staff Efficiency

The biggest problem with manual queue management is that the staff is always under pressure. They have too much work to do, they are usually multitasking, and the chances are they will also get distracted while delivering the service. This not only reduce the staff efficiency but it also have an impact on the customer experience and customer journey. When the business is managing the queues manually the staff will also have to focus on the line management and all problems that comes with manual line management, such as unhappy customers, dispute between customers, line jumpers, etc. This distracted them from their primary tasks, it also make your staff unsatisfied. They always feel over-burdened and despite working so hard they still have to hear a lot of complaints from the customers.

However, the digital queue management system have advanced capabilities to automatically control customer flow and manage customer journey. Which significantly reduces the work load of the staff. The staff can utilize this free time to focus on their primary tasks. Once your staff will be happy and satisfied they will be able to deliver the satisfactory services. If a happy and active employee will greet your customer at the service counter it will automatically improve the customer interaction. On top of that the queue management system is also capable of monitoring and measuring various staff KPIs which are very helpful for the business for better resource management. Collectively all these factors contributes to achieve higher staff efficiency and enable an employee to serve more customers with good quality service in a single shift. This increase the profitability and operational capabilities of the business.

If you want to Collect Customer Feedback more Effectively

The customer feedback provides a very important data which help businesses to understand their customers and provide them deeper insight to the effectiveness of the existing business processes and methodologies. The customer feedback is also very important as it gives customers an impression that the business wants to listen to them and they are very important for their favorite brand. The business and customer relationship is very delicate, it requires continuous nourishing and the customer feedback is a great tool to understand brand perception in the customer’s minds. There are several different types of customer feedback systems available, however the most effective method is to take feedback immediately after delivering the service via a queue management system integration. The modern day queue management systems have either in-built customer feedback collection module or either they are integrated with the customer feedback system.

Whatever the case is, the best time to collect customer feedback is immediately after the service delivery. The benefits of integrating the customer feedback with the queue management system is that it can provide quicker customer feedback collection with higher response rates. The businesses can easily integrate the queue management system with the customer data base, the agent dashboard can easily provide the customer identification details hence the customer feedback submission become very simple. All a customer needs is to just answer a few questions and that is it. The queue management system will automatically link the feedback to the customer. Later if the business wants to follow up with the customers they will be able to do so. The customer feedback provide crucial information about the market trend, customer behavior, their expectations, their needs and their problems. Such data is very helpful in improving the future strategies and taking actions to resolve customer’s problems.

If you want to Gather Business Intelligence Data

The customer feedback data is also a part of the broader business intelligence. The business intelligence data can come from various sources, such as it could be form the self-service sign-up kiosk providing the information about the most requested services, customer churn rate, most liked and popular services and vice versa.The queue management system can also collect intensive data about the customer flow and customer journey, for example, how much an average time is required to serve a single customer or how long does it take a customer to complete its customer journey or which service require how much time to fulfill, etc. Such information are very helpful in highlighting the flaws and issues in the various touch points of the customer journey. The businesses can extract reports and data from business intelligence.

The queue management system provides an in-built data analytical engine and reporting module which is very helpful to generate reports for different levels of the management and different types of audience. These reports can highlight the areas of improvements and accurately assess the effectiveness of current policies and mechanisms. Business can make informed decisions on the bases of reports extracted from the business intelligence data and they can form their future strategies and do changes to ensure the ultimate level of customer satisfaction will be achieved.

If you want to Increase Profitability and Growth

Every business’s goal is to increase profitability and growth. A queue management system help businesses to automate the customer journey and it can also eliminate some steps from the customer journey and it is quite capable of facilitating the service delivery process. It help easing the staff and let them focus on their primary job roles and allow them to be more productive. The staff satisfaction is also very important. When the customer journey is optimized and customers will have to do less wait and their waiting experience is also engaging and stress-free, they will arrive at the counter with calm mind and good mood. On the other hand the employee will also be aided by the queue management system and they will also be able to greet them in a good manner. This will trigger a positive vibe will make the entire interaction more friendly and satisfactory.

The customer feedback and business intelligence data can further allow the business to assess and evaluate their practices and methodologies and can guide them to develop in the right direction by making informed decisions and accurate assessments. These features of a queue management system are very helpful in increasing the profitability, intelligent resource management, reduction in cost and per service expenses and utilizing the resources at their full potential. The customer happiness and satisfaction lead to increased customer loyalty and positive brand identity. The loyal customers are tend to be good brand advocate. Studies have shown that it is nine to thirteen time less expensive to sell to an existing customer than acquiring a new customers. Moreover the positive brand reputation help yielding better ROIs from the marketing and communication activities. Which help driving a long term sustainable growth.

Conclusion

The manual queuing have a lot of problems, it put burden on the staff and overall the entire business, it ruins the customer experience and prolonged customer journey. The long wait time and poor customer experience repel customers form the brand and harm bran reputation. Which lead to increased marketing cost and made it more difficult to attract new customers. A digital queue management system on the other hand can completely transform the customer journey with highly organized queues and smoother customer flow, the customer journey shortens moreover it improve the waiting experience. A queue management system also reduce stress from the staff and help improving employee performance. Which also have a positive impact on customer experience and increase customer happiness. Businesses can effectively improve customer satisfaction and increase customer retention. The customer loyalty help building positive brand reputation and also attract more customers. A queue management system can facilitate the entire customer journey and the service delivery which reduce per service cost and improve profitability. The business intelligence and customer satisfaction help business to build a positive brand reputation and drive sustainable long term growth. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you need a queue management system or want to learn more, 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.

Check out this blog: How The Technology Improve Your Business Using the Queue Management System?

August 4, 2021

What to Consider When Choosing a Queue Management System

Embracing technology and innovation is not always easy. Especially when it comes to a queue management system that is responsible for managing the customer journey and customer experience. A queue management system is also very capable of improving employee efficiency and operational capabilities, which makes it very important for any business’s success. Here in Dubai and other parts of UAE, there are so many different vendors and suppliers with a long list of customized and off-the-shelf queue management solutions, which makes it furthermore difficult for a business to decide which brand or system could meet their requirements. When installing a new queue management system there are several factors that have to be taken into account else there could be very serious losses in terms of resources and customers. Businesses and organizations have to deal with too many customers on daily basis, which requires an efficient customer flow management platform. Moreover, businesses also need data and business intelligence to make informative decisions for the future. That is why a queue management system is installed. A queue management system can assist in all these areas.

If the queue management system doesn’t have the necessary features it might not be able to improve things much, or in fact, it can worsen the customer experience and cause great troubles for the management and staff too. Customer happiness and customer satisfaction are extremely important for businesses and organizations and efficient resource management and cost optimization is also crucial. There are several factors that a business should consider while choosing a queue management system. Some of the most important factors are listed below:

1. What Types of Services You are Offering?

That is the first and most important factor to consider while choosing a queue management system. If you are offering a single service then only a few queues will be enough and you can have as many counters as you can. But if you are offering more services then more queues are required and customer journey management is required so each customer reaches the right agent/server. Usually in Dubai and all around the UAE when a business is offering multiple services, they are having multiple counters, some are dedicated for certain services, and so on. These all details are important. There are two types of service delivery methods, the first method is the single counter method, according to this method the full-service delivery is done through a single counter. The other method is for stepped services, which means a single service delivery requires the customers to get served in two or more steps, the customer will have to visit multiple counters as per the service type to get the full-service delivery.

That is why it is important to first understand your requirements by analyzing your services and services’ types. For a stepped service a different kind of customer journey management is required for a regular service type where a full service is delivered at a single counter a different kind of customer journey management is required and so on and so forth.

A Great Customer Experience is Must

The primary reason for installing a queue management system is to improve the customer journey and customer satisfaction. A queue management system should be able to add value at all touchpoints of the customer journey. Here the important thing which most of the businesses in Dubai overlooked is to understand the importance of pre-queue and post-queue customer experiences. The customer interaction starts before even arriving at the branch. Even the traffic on the way, the difficulty in the parking and weather too can contribute to customer experience. Although the impact of such things is indirect it directly impacts the customer’s mood, which later reflects in their behavior and experience. There are certain things that can’t be controlled, however, the pre-queue experience can be improved with the help of an appointment booking module or a smartphone application, etc. Virtual queuing is a great example of improving the pre-queue customer experience.

The virtual queuing, remote sign-ups, and appointment booking modules all are designed to improve customer experience and customer journey. The post-queue customer experience is usually asking for customer feedback or conducting a survey. Customer feedback and surveys are important and provide extremely reliable business intelligence data. Moreover, the customer feedbacks and survey builds trust and give an impression of importance and priority to the customers. Now once a customer is inside the branch and is waiting for the queue, the waiting area, the digital signage, the counter displays, the audio-visual announcements, multi-lingual queuing information and announcements, customer routing signs and various markers, and everything else that is somehow contributing to the customer flow and routing the customers will impact on the customer experience. The agent/server, the service delivery time, and the waiting time are extremely important factors to improve customer experience. A queue management system should be able to provide all possible facilities for the customers and visitors to improve their experience. Which will determine customer satisfaction and customer loyalty.

In-built Virtual Queuing and Social Distancing Features

Due to the pandemic, customer behavior and requirements have changed. Each and every business in Dubai or anywhere else in UAE must have to comply with the government policies and social distancing laws to ensure the ultimate safety and hygiene inside the premises. These days’ businesses are eagerly seeking methods and ways to gain the trust of their customers and visitors. Virtual queuing is gaining popularity due to social distancing and COVID-related concerns. The virtual queuing allows the customers to sign-up for the queue remotely. It means a customer or visitor can sign-up for the queue without being physically arriving at the branch, and they can also virtually wait in the waiting lines. This way the customers and visitors are free to wait outside or in the parking lot or at home and only arrive when their number comes.

There are different methods to enable remote sign-ups and virtual queuing such as calls, SMS, email, online customer portals, websites, smartphone applications, etc. The remote sign-up issues a digital token number. The customer can wait outside while being present in the virtual waiting line. When their call has been made they can directly reach to the counter and get the service done. The customers don’t have to wait in the waiting area neither they would have to stand in physical queues. Virtual queuing is very helpful for maintaining social distancing as well. The queue management system should be able to manage the number of customers as per the company policy and capacity. The QR Code is also utilized for virtual queuing and social distancing, the customers can scan a QR Code which is placed strategically either at the entrances or any such place, the customers can scan the QR Code and a digital token number has been issued. The customers can wait outside and when their turn came they can come inside and wait or get served immediately as per the company policy.

Customization, Scalability and System Integration

Any good quality queue management system must have the ability to scale easily in the future. As the customers’ demands, expectations, and market trends are ever-changing, it is wise to have a system that can evolve with the evolving needs. Most of the queuing solutions are customizable, however certain limitations are there which are either due to the technology used to build those systems or either could be due to the sales policies of the vendor. Whatever the reason is if any such limitation is there it will be harder and very expensive to update, modify or change any such queue management system. It is important that the queue management system supports and aids the relevant business processes and IT infrastructure. Customization and scalability are also very important as businesses are expanding and adding new branches all the time, so the queue management system should be able to be supportive for expansion. Sometimes such expansions also require certain changes in features or functionalities of the queue management system which could be very costly, so it is important that the queuing solution you are choosing is already ready to support the expansion, this will save you a lot of time, hustle and cost.

Another very useful feature of any IT solution is its capability and compatibility to other solutions and systems this is often referred to as ‘system integration’. Usually, the businesses are using multiple systems and want to integrate them with each other for certain reasons. Such system integration not only makes the management process simpler but it provides more room for innovation, automation and results in ultimate efficiency. Usually, businesses and organizations are interested in the system stats, reporting, customer feedback, loyalty program, KPIs (key performance indicators), reporting, and customer data integration. All these are not necessary but important. The important thing is that the queue management system you chose should be able to support such types of data sharing & synchronizations. System integration can boost the efficiency of the queue management system and the overall operations.

Reporting and Business Intelligence

A queue management system is a customer journey transformation tool. It can capture data from various important touchpoints and also other relevant data. Which could be a great help for the businesses. The businesses can easily track records of the busy hours, days and weeks or any such detail. The queue management system can also track the record of wait time which is extremely important for customer experience and customer satisfaction. The time required by various steps of the customer journey can be measured. The queue management system can also measure various KPIs (key performance indicators) which are related to customer flow, agent/server’s performance, and much more. These details are very helpful for the business to understand the performance of their business practices and methods. The business can also easily evaluate and measure the performance of the employees and agents. These details are very helpful for businesses to make future strategies and help them easily identify the areas of improvement.

The queue management system can also collect customer feedback directly from the customers. The customer surveys, happiness meters, and NPS or net promoter score are a great measure of the overall performance of the entire queuing process. Businesses can also collect feedback about the behavior of the agents, facility, products, and services, and much more using the queue management system’s in-built customer feedback module. The reporting should be compiled in a dedicated administrative dashboard with the capabilities to link them to other systems and solutions to streamline the data. Moreover, a good queue management system must have in-built data analytical and statistical engine which should be able to process the raw data into well-prepared compiled reports. These reports should offer different formats such as detailed reports, summary reports or trend reports, and so on. These formats are very helpful for various levels of the management and the policymaker or strategy builder can utilize any convenient type of report while making decisions and making policies.

Real-time Updates and Remote Management

Mostly the business in Dubai and all around the UAE have various branches and the upper-level management resides in the head office or headquarter. This raises a need for real-time monitoring and remote management of the system. Any good queue management system must have remote management and real-time update capabilities. The real-time updates enable the head office to view all the connected branches live and they can access the queuing data in real-time. All the data is stored at a centralized database which is either residing inside the central database of the business or hosted on a cloud. This enables the higher management to monitor all the branches in real-time which makes the management very easy and convenient. Remote management enables the head office to push company policies instantly on all branches or selective branches and it also provides the ultimate control over all the connected branches.

The queue management system must have dedicated dashboards such as the customer interface, where the customers interact with the queue management system, the agent’s dashboard where the agents interacts with the system, and the administrative dashboard where the branch managers or top management interacts with the system. This requires a proper workflow and user authentication mechanism which authenticate each user and provide them with the level of control they are entitled to. The user authentication and access control also make the system more secure and error-proof.

Conclusion

A queue management system is a necessity these days for business. Especially in the service-based industries where the business is dealing with daily footfall. There are certain features of trait of a good queue management system that are must have when implementing a new queue management system. For example, the first and most important thing is that the queue management system should be able to improve the service delivery process and customer experience. We always recommend our customers a tailor-made queue management system as it provides more flexibility and control over the business processes and doesn’t require or push any change for the existing business processes and internal infrastructure. Moreover, a good queue management system should be able to scale and upgrade easily and should have support for future expansions.

Usually, the business has a main head office and several regional offices or branches a good queue management system should be able to provide the head office facility to get real-time updates from all the connected branches and also the remote management, which enables the businesses to push company policies instantly to all branches and make the management and control easier. The reporting and business intelligence collection are vital for doing improvements and identifying the areas of improvement. These features not only transform customer journey and customer experience but also help businesses to improve the overall operational efficiency and help increasing revenue and profitability. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to install a new queue management system or want to upgrade your existing queuing solutions 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: 5 Signs Your Business Requires a Queue Management System