Queue Management System UAE Archives - RSI Concepts - Top IT Solution Provider Company in Dubai, UAE

April 4, 2023

Government Digital Transformation: Implementation of Queue Management System

The Government of UAE and other local governments are proactively adopting to digital technologies and modern solution in fact the government’s vision is to completely eliminate the paper and go fully digital. For that the government of UAE and local governments have taken several initiatives, and established a framework for all government offices, ministries, and departments. The digital transformation is one of the several revolutionary steps taken by the UAE government to improve the service quality and increase the access to the ordinary citizens. We all knows that the government offices, ministries and departments are the busiest places with large footfall. The higher volume of visitors not only cause problems for the visitors but also for the staff. Therefore a solution is required to streamline the footfall and customer flow. The queue management system is a great tool to organize and manage the customer flow and customer experience, it also help reducing the workload of the employees and enhance their performance.

The UAE government and local governments also emphasizes on delivering excellent customer experience. The public also demand quality service and quicker delivery which put digital transformation at the top of the agenda for UAE and all local governments. The government departments and offices want to provide excellent customer services, comforting waiting experience and higher customer satisfaction. The large footfall is not the only problem, some offices and departments are also short on staff, some have multiple shifts and some have other limitations which are causing issues with adopting to modern queuing methods. However, a digital queue management system can be game changer, it can streamline customer flow, organize the queuing process and it can minimize the waiting time while improving customer waiting experience and employee performance at the same time. In this blog we will discuss how a queue management system can significantly enhance government’s digital transformation.

Implementation of Queue Management System

A queue management system is a digital solution based on software and hardware components. A standard queue management system consist of a core software application which is usually hosted on servers or cloud. There are dedicated user dashboards for different user groups such as service agents, administration, branch managers, etc. The customers/citizen interact with the system through a self-service interactive kiosk which also dispense the tickets. There is an audio-visual announcement system which is used to make multi-lingual announcements. A regular queue management system can significantly improve customer experience and it can also help improving employee efficiency which also impact the customer happiness. The queue management system also offers centralized administration and management features. Which allow the head office to monitor and control all connected branches. The branch managers and local administration can have their own localized access, but the head office can access the entire network. Such features are great to support the internal workflows and processes of a government department, ministry or office.

Benefits of Implementing a Queue Management System

The queue management system is a digital solution which is capable of integrating with other systems and tools to maximize the customer experience and performance of the queuing process. The centralized administration and management also enable queue management system to integrate with other systems and databases which is helpful in offering innovative features to enhance the customer experience and to improve the administrative capabilities of the management. The queue management system also help government offices and department to integrate modern communication channel and tools to allow customers and visitors to sign-up using multiple channels which make the process simple. The queue management system automatically manages the customer flow and customer journey, which help reducing the customer wait time and it also significantly improve the customer flow. The digital queue management system also capture valuable data and provide management with insight and better understanding of customer behavior and trends which help them improve their internal processes and take steps to maximize the efficiency of the queuing process.

Here are the key benefits of implementing a digital queue management system:

Reduce Customer Wait Time: The customer wait time is one of the most crucial factor in customer journey, the queue management system streamline everything, and automatically handle the customer flow which help maximizing the efficiency and reduce the customer waiting time. It also help improving the employee performance by allowing them to focus only at their primary tasks, which improves their happiness.
Streamline Customer Flow:The government offices and departments always have large customer flow, during peak hours it become difficult to effectively manage the queues. However, with the queue management system everyone is issued with a ticket hence everyone knows when their turn came, and people also don’t rush to enter in random queues, instead people prefer to wait in waiting area which help organizing the queuing process.
Online Appointment Booking:The modern queue management system allow businesses to integrate online appointment booking module and offer customers easy-access to booking portal. The portal is integrated so the customers can also view additional information which help them to choose the right time, date and service. A planned visit help reducing customers’ frustration and it also enable customers to arrive just before their booked slot and get instant service.
Enable Virtual Queuing: The virtual queuing is one of the most modern queue management method, it allow customers and visitors to utilize multiple remote channel to sign-up for the queue, such as online, booking portal, website, mobile applications, SMS, email, WhatsApp, etc. The customers are not required to physically present in the waiting lines, instead they get live queuing information on their preferred channels and are free to arrive only when their turn came.
Improve Communication: A queue management system offers various integrated channels to enhance communication. When customers arrive at a government office they need information the same information can be provided using the digital signage screens, remote channels such as Email, SMS, mobile apps, online portals, etc. The communication is a key to customer satisfaction, providing them relevant information can significantly improve their experience and happiness.
Centralized Administration: The centralized administration is great for government departments and ministries as such institutions have multiple branches and offices so the centralized administration keep every branch aligned and allow the head office to monitor and control every connected branch in real-time. The queue management system also support internal processes, administrative hierarchies and workflows which significantly improves administration.
Improve Employee Performance:The employee performance is effected by large footfall, poorly organized waiting lines, unbalanced workload and problems inherent by manual queuing. The queue management system on the other hand not only eliminates all problems but also help reducing the workload of the employees as well. Employees get support with their tasks, they can focus on their primary tasks without any interruption which improves their performance.

The digital queue management system is a great tool for digital transformation of the government departments, offices and customer service centers. The queue management system not only help improving the customer journey but it also help maximizing the overall performance of the entire branch and help reducing the operational cost. Thanks to smart AI based software algorithms which enable queue management system to process data in real-time and take decisions. All the features of a queue management system maximize the employee efficiency, help management to effectively utilize resources and reduce the need of several additional staff which results in serious cost-reduction and help optimizing the operational cost. The smooth experience, excellent quality service and innovative features of the modern queue management system help improving the image and perception of the government entity and in fact the entire government.

Conclusion

The government offices and departments are places where people have to visit for essential services, most of the time we found these places crowded. The large footfall is common, on top of that the peak hours and in some cases peak days could bring huge influx. Such scenario cause problems for both the customers and the employees. That is why the queue management system is an ultimate answer to all those problems, in fact it is a great tool to support government’s digital transformation policy. The UAE government and the local government all are stressing on importance of happy customer experience and quality of service. The queue management system help them achieve their goals and also help them reduce their operational cost by leveraging the digitalization and automation which reduce staff’s workload and improve the customer flow. Overall the customer journey is reduced, their experience is enhanced and the staff performance also improved as they can easily focus on their primary tasks instead of solving queuing problems and answering to unhappy customers in the waiting lines.

In this blog we have discussed the benefits of a modern queue management system, if you want to learn more about it or if you want our help to implement a modern cost-effective queue management system at your government office or at your business, please feel free to contact us through our Contact Us page or leave comment in the comment box below and we will get in touch with you soon.

Check out this: Benefits of Customized Queue Management System

February 12, 2022February 26, 2022

Queue Management System for Telecom Sectors in UAE

Every business whether it is a telecom service provider or any other service provider needs a great customer experience strategy to achieve maximum customer satisfaction. A queue management system is a combination of software and hardware components designed to efficiently manage the walk-ins and customer flow in the service center. The queue management system have in-built intelligent algorithms and programmed logics, which enables it to direct and route customers to the skilled representative or agent to cater their needs and requests. Different stakeholders take queue management system differently for example the customer experience department take it as a customer experience management tool, the HR would see it as a customer service agent’s performance monitoring tool, the IT will see it as a data sharing tool, and so on. That is another reason all modern queue management system also provide facility to integrate with third-party system to improve data sharing and functionalities. For a telecom sector a queue management system performs various tasks and aid various business processes.

For telecom businesses customer retention is extremely important. People tend to switch very quickly if they had a bad customer experience. That is why it is crucial to address the issues that are impacting customer experience within the customer support and service centers. In any public dealing office the most important task is to manage the customer flow and queues. The customer journey is always assessed on the bases of wait time and customer efforts. If a telecom business offers an effortless customer journey then the customers will automatically feel better about it. The telecom service centers and offices always offers multiple services and they have different priority levels for the customers and visitors. All this could be confusing for the customers and visitors. It also require more efforts from the staff to keep everything in order. However, with a queue management system all this can be automate and digitalized. The telecom business can easily reduce the customer efforts while effectively minimizing the workload of the customer service agents and other employees as well. It has double positive affect on the customer journey and customer satisfaction.

Although it may sound simple but it isn’t as that simple, in this blog we will discuss the queue management system and its features and how a telecom business can benefits from them to ensure a long term and sustainable growth.

Queue Management System Reduces Customer Wait Time

The customer wait time is the most influential factor in customer experience and customer journey. The studies have shown that almost all of the customers start getting stressed and annoyed after waiting for only thirteen minutes. It means that the best scenario is to somehow reduce your wait time to thirteen minutes only. Which is not possible in most of the cases, especially during the busy work hours. That is why businesses use queue management systems. The queue management system not only reduce the customer wait time to the minimum but it also help improving the customer wait experience which reduces the effects of waiting and make them able to comfortably wait for longer time. The customer experience in the telecom sector starts with a simple sign-up process. That is also the first interaction of the customer with the queue management system. The customers sign-up using an interactive self-service kiosk. The kiosk dispense a ticket which contains customer’s number in the queue, estimated time to turn and any other related information.

The sign-up kiosks are also used to collect customer information, for example, for the telecom sector the customer data can be fetched from the customer’smobile number or landline or by simply inputting the customer ID. This way the queue management system already get the customer ID and it can push that data along with any other relevant data that is required to aid the customer service agent, this can simplify the service delivery process and reduce customer wait time. Every queue management system comes with large displays or signage screens, these displays are installed strategically on places where at least one screen is always in view of the customers who are in the waiting area. These screens are used to display the live queuing information including the currently serving ticket, the next few in line, the estimated time for each ticket and any other information that the business wants to display. On those screens the businesses can also run multimedia content which keeps user engaged during the waiting time.

In addition to that audio announcements are always made to alert the customers and they are also a good distraction from the waiting. Such things help reducing the customer stress during the wait time by simply distracting them and keep them busy. Hence the customer don’t mind waiting for even much longer than the thirteen minutes.

Queue Management System Automates Customer Journey and Customer Routing

The customer journey management is basically customer flow management and customer routing, which could get complex and difficult if managed manually. With a queue management system the customer flow management and customer routing is completely automatic. The servers/agents and the staff doesn’t have to worry about any of these tasks and they can focus more on their primary tasks which also improve their performance. For telecom sectors usually a single service delivery is done on a single counter, however, in some cases stepped service delivery is also needed. Then there are certain other conditions for example let say a few services are general and can be offered by any counter, some services are more technical in nature and can be offered by only 2 out of 5 counters and so on. All these conditions makes customer flow and customer routing a bit difficult for manual management. However, with a queue management system all these conditions can be managed automatically.

A queue management system can monitor and log all the activities, it can track employee performance, busy hours, service delivery time and on the bases of these details and a few other parameters it can accurately assess the current work load. On the bases of this understanding a queue management system automatically route customers during their wait time. Let us take the above example again, let say a customer opted for a service that is a general service, which can be offered through all five counters, however, the two exclusive counters are not busy and the three general counters are more busy, then the queue management system will start sending customers to the exclusive counters to reduce the customer wait time and to balance the workload of the counters. The customers who are signing-up for the exclusive services must be prioritized on the exclusive counters. Similarly the queue management system can also implement other company policies such as customer priority and service priority. Exclusive customers, such as VIPs, Corporate, Customers with special needs, etc. would be treated on the priority bases and so on. This is how a queue management system can manage the customer flow and customer routing automatically with the help of in-built intelligent algorithms.

Queue Management System Improves Employee Efficiency

Most of the time in public offices or businesses where the daily walk-in is higher, the staff is always engaged in managing the queues to ensure smoother customer flow. Moreover the queue management system can automatically balance the work load of the employees which improve their work quality and reduce their stress. The queue management system can also identify the customer and/or service they are seeking for, and on the bases of that information the queue management system can prepare the server or agent dashboard beforehand and let the agent focus on the quality of service. This could save a lot of time of the server/agents which help reducing the overall customer wait time. The automation and digitalized control of various business processes help reducing many customer journey steps and also reduce the need of human resource. As most of the processes are automated and doesn’t require any human assistance, the telecom sector limit their number of staff for each branch. The queue management system also help servers and agents by reducing their efforts and aiding the service delivery process which enables them to serve more customers in a single shift. Which obviously reduce per-service delivery cost and improve operational efficiency and profitability.

Queue Management System Supports Third Party System Integration

If any business want to get full advantage of any system the integration is a must have feature. The digital world is way too connected and integrated than we can ever imagine. For any businesses if they want to achieve the maximum efficiency the ultimate challenge is the data flow, communication and updated information. This is applicable for both the human and the digital tools as well. A queue management system allow businesses to integrate it with any other third-party tool or enterprise solution. This data integration is usually done via APIs or secure web services. The data integration allow one system to talk to the other and then get their response, for example, in case of a telecom businesses if they are asking their customers to input their mobile number or any customer ID, the queue management system must have to verify it, which it does by communicating with the system that holds and maintains the customer’s ID data, this integration could be direct or it could be via centralized information center. The purpose is to achieve certain functionalities that help improving customer experience and overall efficiency and productivity of the business.

Queue Management System Collects Business Intelligence Data

One of the most important aspect of any business strategy is the information. Informed decisions always result in good outcome. For a telecom business or branch it is extremely crucial to know its customers, their psychology, their needs and expectations, and the market trends. A queue management system can do a lot more than just managing customer flow. It can keep track of all touch points of the entire customer journey along with various employee KPIs and other system stats and user data that can help businesses to analyze and asses their existing business processes, policies and capabilities. A queue management system can accurately track the entire activity of the day, it can track the average service delivery time for a particular service and also individual service delivery time. It can accurately track which customer journey step took how much time and where bottle necks were formed. A queue management system can also track employee KPIs and their performance, by accurately logging and recording the stats of each user interaction form various angles.

The business intelligence data is too much to be processed by a human being. That is why a queue management system also provide in-built data analytical tools. Which can sort this data into simpler reporting formats. There are several different levels of the reports, for example, the high-level management might only be interested in the number of happy and unhappy customers, the branch managers might be interested in employee performance and wait time, and the customer experience department might be interested into the minute details of each bad interaction. For all those needs the queue management in-built tools to evaluate, assess and analyze the business intelligence data as per the needs. The reports generated from the queue management system can be used by the management to easily highlight the areas of improvements, the market trends, customer’s needs and expectations. The telecom businesses can use this information in planning for the future and improving things that are impacting customers’ experience.

Conclusion

The telecom businesses are the one with a huge daily walk-ins. Most of the time the customers who visit a telecom service center they have to wait for a little longer comparing to other businesses such as banks or hospitals. That is why a telecom business needs a very efficient customer flow management and customer experience strategy. If customers are having bad experience they will not only switch but most likely they will also share their experience with the others. Which brings negative brand reputation. On the contrary a good customer experience promote a great brand image, it earns customer loyalty and help business to grow. That is why the customer experience is considered the backbone for the growth. A queue management system help businesses to improve customer experience and customer satisfaction. It also collect business intelligence data which is crucial for decision making and strategy building. Which help businesses in identifying flaws and areas of improvements. Businesses can also optimize the efficiency and operational capability by closely monitoring various aspects of the customer experience and customer journey.

The purpose of this blog was to provide our audience with a basic understanding of the queue management system and its role in telecom sector. If you want to learn more about the subject or are looking for a suitable queue management solution, please feel free to get in touch with us through our Contact Us page or leave a comment in the comment box below.

September 23, 2021

Queue Management System with Facial Recognition Technology

A queue management system is a great tool to transform customer journey and customer experience. These days business in Dubai and all around the UAE are heavily relying on digital queuing solutions to effectively manage customer flow and to improve customer experience. The queue management system have huge direct and indirect impact on customer experience and service delivery. It can significantly reduce time and enhance employee performance which both result in better and improved customer experience. As the technology and digitalization have taken the entire world like a storm, things are changing rapidly. There are tons of technological advancements and so many new tools and technologies have been introduced to the market each year. The facial recognition is a modern technology, it is used to identify someone from their face. For human it is not a big deal but for technology it is a big leap, the technology was available since more than a decade, but in past few years it become publically available and mass production have significantly reduced the cost.

The queue management systems have travelled a long journey and reached to a point when machine learning, artificial intelligence, smart algorithms and powerful software engines are completely changing the customer flow and customer journey management. The facial recognition technology is a great tool to immediately identify the customers and visitors, it can greet them at the interactive self-service/self-signup kiosk, the in-built software engine is capable of recalling the previous service availed by the customers and can ask them about that, later the facial recognition can detect the customer arriving at the counter and push their data and info to the server/agent dashboard, which can expedite the service delivery process. The facial recognition is also helpful for feedback collection, as the customers are not required to input their ID and Contact information, the surveys become short and the response rate increases automatically.

Queue Management System with Facial Recognition Technology Improves Customer Experience and Brand Reputation

The year 2020 was and the year 2021 is the years of digitalization, the general public is more aware and comfortable in using digital solutions and adopting to new technologies. Several studies have shown a completely different trend in general public, people are more inclined toward the technology and digital. A touch of high-tech would always be appreciated, the facial recognition and integration with advanced intelligent software solution will enhance the user experience. When the users will be greeted by name and their identity will automatically be detected, they will get a positive impression. This will also help building a positive perception about the business such as the business is up-to-date with latest technological advancements, this also gives an impression that business would use modern technologies and latest solution for their products/services too. Which is always appreciated.

Moreover the customer experience will be personalized and more impactful. The user interface, the customer routing, the ticket printing and so many other things can be garnished with the personalized touch. Which will enhance the customer experience. From the management point of view the identification of the customer at the sign-in step is also very helpful in expediting the customer journey and it could also reduce the service delivery steps. The shorter, personalized and high-tech customer journey and customer experience help businesses building a good relationship with their customers. The marketers are well aware of the benefits of the personalized communication, similarly the personalized customer experience also improve their trust and loyalty with the brand and earn positive reputation and brand identity for the business.

A positive brand reputation and good customer experience is very important for the long term success. If a customer had a bad experience it cause harm to the brand identity, such harm could be equated by almost ten positive experiences and the chances are the customer who had a bad experience might never return back to the business. That is why a good customer experience and customer journey are considered to be the most important factor in brand reputation. If a customer had good experience it will build a strong bond with the brand and become a loyal customers, the loyal customers are the one who tend to promote the business and be a good brand advocate. The loyal customers also have a tendency to ignore occasional negative experiences and they always gives their favorite brand another chance. The loyal customers are a great asset and can help business reduce the marketing expenses as well. The studies have shown that it is nine to twelve time more expensive to acquire a new customer than selling to an existing customer. So a good customer experience and a better customer journey could be a key to higher profitability and long term steady growth.

Queue Management System with Facial Recognition Technology Improves the Customer Sign-Up Process

For every queue the customers will have to sign-up. A facial recognition technology enabled queue management system can identify the customer when they arrived at the self-service interactive kiosk to sign-up for the queue. The system can greet them with personalized message along with their name, photo or any other detail. This also enables the businesses to push their marketing strategies for example the business can recall their previous interaction and ask them whether their current visit is regarding to that or not, the businesses can push a marketing message for upgrade for the service they have opted last time and so on. The customer identification is also very helpful in managing and controlling the customer routes and customer journey. The queue management system can easily identify the VIP or Premium customers or the customers who should be served differently or any such case.

In both cases the stepped services and single counter service delivery the customer journey could have a great influence on the customer happiness and customer satisfaction. The businesses can utilize the facial recognition to personalize the customer experience. As the customers are not required to fill-in long online forms to identify themselves so the identification process is very smooth and super-convenience. The queue management system can associate the customer identity with their ticket number and upon their arrival on the counter the queue management system can push all the customer data and relevant information on the agent counter which further facilitates the service delivery process and makes it easier for the agents to have access to the relevant data hence the customer don’t have to provide their information on the counter, which reduce one more step from the service delivery process and make service delivery quicker and convenient.

Queue Management System with Facial Recognition Technology Help Collecting Customer Feedback

A queue management system with facial recognition technology can easily identify the customers and once a customer got a service done the business can request the customers to provide their feedback. Usually the customer feedback system is integrated with the queue management system or modern day queue management system has it as an in-built module as well. As the system knows which customer is being served at the counter to it can relay the same information to the interactive touch screen for the feedback. Usually those screens are installed on the counter or placed very close to it. When a customer have finished their work with the agent/server the interactive feedback screen can display a personalized message with request for the feedback. This will attract more attention and it improves the response rate. Moreover the customer is not required to fill-in their details to submit the feedback. All the customer data and details will automatically be linked to the customer feedback kiosks/screens/tabs.

Queue Management System with Facial Recognition Technology Help Collecting Business Intelligence

The queue management systems are considered to be a great source of very accurate and detailed business intelligence data. A queue management system with facial recognition technology can easily capture a lot more details. In some cases some touch points require the customer to identify themselves by either inputting their contact number, name, email or customer ID or any such perimeter which prolonged the customer journey and most of the customers don’t like it. However with the facial recognition technology the customers are not required to fill-in any details, all the details will be pulled out from the customer database by just recognizing their face. The system can also collect customer feedbacks and a lot of statistical data which is very helpful for businesses to evaluate their current strategies and methodologies. Our queue management system with facial recognition comes with in-built data analytical and processing tools. The businesses can generate reports and assess their employees by monitoring various in-built employee KPIs. Such data is very helpful for decision making and future strategies and it also provide a deeper insight to the customer perception of the brand, their experience and it also highlights the areas of improvement. Businesses can easily make informed decisions on the bases of business intelligence data.

Conclusion

Businesses and organizations in Dubai and all around the UAE are utilizing queue management systems to organize and manage their queues. There is nothing constant in the market, the market is ever changing and evolving, the customer trends are changing, their expectations and needs are changing so does the queue management system. The facial recognition technology is not new but only in past few years it have become widely used in commercial systems and solutions. The queue management systems can utilize the facial recognition technology to boost the customer experience and customer journey. The facial recognition is an easiest way to identify the customers. The customer identification during the earlier stages of the customer journey enables the businesses to provide a personalized customer experience and better customer journey. It also comes with a lot many functional advantages, for example, the customers can be identified during the sign-up process by facial recognition.

The same facial recognition ID can be used at various customer journey touch points and service delivery steps to accelerate the process as well to enhance the customer experience from the sign-up to service delivery and then the customer feedback. RSI Concepts is a leading queue management system provider. We offer standard and customized solutions to our customers to ensure better efficiency and competitive cost. If you need more information or want to get a quote, feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you.

Check out this blog: Capital Health Screening Center Al Ruwais City Acquired RSI Queue Management System

September 1, 2021

Why should you adopt queue management systems?

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

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

Reason No. 1: Queue Management System Reduce Wait Time

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Conclusion

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

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

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

July 31, 2021

5 Signs Your Business Requires a Queue Management System

Every business has its own set of challenges, needs, and ways to handle problems. This sets them apart from others. Businesses in Dubai and all across the UAE invest heavily in improving their products, services, communication, brand promotion, and infrastructure, but often overlook the importance of queue management. This is why most of the customers and visitors end up unhappy or unsatisfied after having an interaction with their brand. When a customer or visitor arrives at the business they want to get served instantly, only a few customers are willing to wait, the majority of them get annoyed if they have to wait for a long time. People usually don’t like being stuck in busy and crowded places. People don’t like to wait which impacts the customer experience. A bad customer experience will harm the business reputation and identity. If people are getting bad experiences more often they will start talking about it with their friends, family and colleagues, even some customers also post on social medias. Which is very bad for a business’s reputation and it could completely ruin a brand.

The queue management and customer flow management and customer journey management problems are not new neither these problems are associated with only certain types of businesses. All types and size of business and organizations are facing queue management and customer flow management problems and having difficulties with managing customer journey. Businesses often assume that their sales are going up, the growth rates are good, so everything is perfect, but in reality that is not the case, there could be hundreds of factors that could give a pump to your sales for the time being, but in longer run if you are oblivion to the problems your customers and visitors are facing, eventually you will end up with a very bad reputation and your revenue and sales will decline.

How a business will know if they need a queue management system? Here are the 5 signs that your business requires a queue management system:

Sign No. 1: Crowded Waiting Areas and Long Queues

That is the very first and most visible sign. If your service centers or offices are reporting crowded waiting areas and long queues you must need a queue management system. When a large number of customers and visitors are waiting to get served by the agent/server, then that means there is some problem. People who have to wait for long time get frustrated and sometimes leave without getting the service. Customer and visitors who have to wait for long time are most likely to have a bad experience with the service agent as well. If you are having long queues in the customer service center that means your customers and visitors will have to wait for a long time and they will also face all problems related to waiting in long line such as line jumpers, customer getting lost, customer ending up at wrong counter, etc. All such problems are causing negative impact on customer experience and customer journey which will eventually ruin your brand reputation as well.

Sign No. 2: Customers Complaints

Some business and organizations in Dubai and all around the UAE thinks that the queues and customer waiting in long lines is a natural mode of customer flow, however there is a threshold between acceptable and unacceptable waiting conditions and wait time. And it gets unacceptable when your staff getting complaints and start noticing unhappy customers who are talking about long wait time or complaining about mismanagement and such things. The customers and visitors will also express their opinion with the service agents. But such customers will be less in number, and in fact there will be only a very few who will ever bother to go through filling a complaint by due process. Mostly the customer will either verbally complaint to the staff who are managing the queues or to the service agents. Only a very few of those verbal complaints will make up to the top management and mostly the staff and employees will try to deal with them by themselves or either discuss with their supervisors and that is it. This is another reason why business often failed to understand the severity of the problem.

Sign No. 3: Increased Customer Churn Rate and Lower Customer Retention

The long queues and crowded waiting areas always increase customer churn rate. The customer churn rate is the measurement of the customers who made their mind to purchase or acquire a service and arrived at the branch but leave without doing so. There could be several reasons but almost 90% of the time the customer churn is caused by the long waiting lines and crowded waiting areas. There are studies suggesting that acquiring a new customer could be 8 to 22 percent more costly than retaining an existing customer. If you start noticing lower customer retention rates, or if you are not getting repeated business from your existing customers, you should have to worry. Because the lower customer retention will impact your profitability it will increase the cost of new conversions. Increased customer churn rate and lower customer retention also earn negative brand reputation. The customers who have already reached to the business but leave without purchase or getting served are the most annoyed customers, the customer who don’t do repeated business are also unhappy and unsatisfied.

Sign No. 4: Poor Employee Performance and Unbalanced Workload

If you start noticing that your employees are performing poorly or serving less customers than anticipated. Or if you employees are serving less customers than before, or if your employees are also complaining about the work load and the management is also noticing unbalanced work load, some employees are busier than the others and other such issues, then you should seriously consider a queue management system. Mostly business in Dubai and all around the UAE invest heavily in employee training and employee performance management solutions, however very few business take steps to improve employee performance. It is a general believe that if an employee is performing bad then they must need more training, however this is not applicable all the times. Sometimes the employees are skilled enough but they are lagging support they need. That is why sometime the employee too complaint about the unbalanced workload or request for assistance from other employees and so on. It is extremely important that your all employee work at their full potential and are happy and satisfied as this will directly impact on customer experience and service quality.

Sign No. 5: Lack of Business Intelligence Data

Business intelligence data is a broad term used for a variety of different data types which are relevant to the businesses and are very helpful in decision making and future planning. In Dubai and all around the UAE the markets are very competitive and the customers are very up-to-date. It means the market trends and customer’s expectations are also continuously evolving. In order to deal with such scenarios business often require to update their policies, strategies and business processes. When it comes to customer journey and customer satisfaction related policies and strategy the business require very precise and accurate data to understand and evaluate their current business processes and current strategy. Which is not possible without having a system in place. It is very hard to track customer churn without having a record of the customers and visitors who have signed up for the queue. It is impossible to track the service delivery time accurately without any system in place. The employee KPIs (key performance indicators) can’t be measured manually with optimum precision and accuracy. There are so many different variables that impact customer satisfaction and customer happiness, which all are required when making a decision or making policies and planning for future.

How a Queue Management System can Help?

A queue management system can streamline customer flow and help the employee in managing queues. The automatic queue management and customer flow eliminate the human intervention which rectify all major problems and significantly reduce the wait time. The queue management system facilitates various business processesand automate customer journey which reduce the workload of the staff and employees. The employees can easily focus on their primary tasks and all their efforts which was consumed in managing customers and queue will be preserved. This way the employee can provide better quality service and their capacity to serve customers in a single shift also increased. Which help the business in reducing the staff and improving branch profitability.

As the customer flow and the entire customer journey can be managed through the queue management system it is easier for business and organizations to implement new rules and policies. The queue management system manage and route customers and visitors as per these policies and pre-set configurations, which further improve customer experience and reduce the customer journey. This increase customer happiness and customer satisfaction and reduce customer complaints. A better environment and good management reduce the customer churn rate. Once customer start getting good and happy customer experience they become more loyal to the business. Loyal customers are easy to retain and business can easily get repeated business from their existing customers. The loyal and happy customers are tend to be good brand advocate and they promote the business which improve brand reputation and help business in promoting a positive brand identity.

A positive brand identity, loyal customers and efficient operation attracts more customers and also improve conversion rate form marketing efforts. Altogether these all factors increase the profitability and revenue. Another great advantage of a queue management system is that it provide intensive business intelligence data. It can capture data from all touch points, KPIs and system stats also provide great business intelligence data. These days most of the modern queue management system also collect customer feedbacks through an in-built customer feedback and survey module which also provide great insight on customer journey, customer experience and their needs and expectations. The business intelligence is extremely crucial for policy making, strategy building and identifying the areas of improvements. The management can easily take good decision on the bases of such data.

Conclusion

Business and organizations in Dubai and all across the UAE are very keen to improve their products, services, quality, communication and what not, but unfortunately mostly the queue management is over looked. In fact most business believe that having long queues and crowded waiting areas is a normal way of the customer flow. However, the long wait time, poorly managed queues could have the most devastated impact on customer experience. A bad customer experience results in lower customer retention and lower customer satisfaction. Unsatisfied customers results in negative brand reputation and distrust among the targeted audience which also results in poor conversion rates of the marketing efforts. Whereas the positive brand identity and good brand reputation build trust, help businesses in improving customer retention and higher conversion rates.

If you are witnessing long queues and crowd in your waiting area, which means the customer flow is not good. If you are getting more complaints from the customers and visitors and your customer churn rate is increasing and customer retention and repeated business is decreasing that means your valuable customers are going to the competitor. If employees are showing signs of unbalanced workload and performing less than expectations, it means they are not satisfied and/or having too much workload. If you are finding it difficult to understand your queuing situation and business processes or if you are finding it difficult to identify the areas of improvements, it means you are lacking sufficient business intelligence data. For all those problems there is only one solution and that is a queue management system. RSI Concepts is a leading name in providing most efficient queue management systems in Dubai and all around the UAE. 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: Qualities of Top Queue Management System

March 10, 2021

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

Introduction to RSI Queue Management System

RSI Queue Management System is a highly advanced digital queuing system or customer flow management system. It allows the business and organizations to efficiently manage their customer and visitor and also optimize the operational cost. The queue management system significantly reduces the workload of the staff, automate various processes, and allows in-depth monitoring and performance tracking tools. Overall all these features not only improve customer experience and customer journey but it also reduces resource consumption which ultimately results in big cost reductions. Moreover, the peripherals and accessories made it even more effective and efficient for special purposes and scenarios. RSI queue management system also helps the organizations to effectively implement their policies and strategies in the branch to further improve customer satisfaction.

Here are some basic system components of the RSI Queue Management System:

Token/Ticket Dispensing Interactive Kiosk Machine
Digital Signage Screens
Counter Displays (Small LED or LCD Screens)
Audio Announcement System (Multi-lingual)
Agent Dashboard
Management Dashboard
Server Side Application
KPIs, Reporting, Statistical Data and Business Intelligence Collection
Remote Control and Monitoring (Head Office or Branch Office or Any Remote Location)
Smartphone Applications
Integration with Online Appointment Booking Module
Integration with other Corporate Tools (ERP, CRM, SAP, Oracle, Intranet, Customer Portal, etc)

Of course, there are so many other software and hardware accessories that can be added to our queue management system to further improve the effectiveness and usability of the system.

Why you should choose RSI Queue Management System?

Here are the features of the RSI Queue Management System that distinguishes it from other similar products and these are also important factors to consider while selecting a queuing solution for your organization:

1. Customized Solutions

One of the biggest advantages of the RSI Queue Management System is that we offer completely customized solutions. We completely understand that one-fits-all is not always the best. So we offer customizable solutions. Our customer can get more flexibility in terms of technical and obviously commercial aspects of the project. The customization not only saves the cost but also maximizes the product’s efficiency. For example, a queue management solution for a Hospital might not completely fulfil the need for a retail store and vice versa.

Another big issue is with the size and structure of the facility which might require slightly different configurations for each customer. Another advantage of customization is the data collection, monitoring and KPIs (key performance indicator), obviously different organizations work on a different marketing strategy and structure, some things could be important for one organization and these very things could be useless or I would rather say “very less important” for another organization. The list goes on and on, there are so many minute details that are exclusive and unique for each customer and a customized solution can provide a solution for all.

2. Exceptional Customer Experience

RSI queue management system provides an exceptional customer experience. The wait time is reduced, the service delivery time is improved and the queue and customer flow are well-organized. Above all, our queue management system significantly reduces the workload of the staff. Which can further improve the service quality. During the wait time, the digital signage playing multimedia content could be helpful in reducing the customer’s stress. Regular real-time updates on the status also help the customer in relaxing and reducing anxiety while waiting. The multi-lingual user interface is very helpful especially in a community like Dubai, where people from all over the world are residing and working.

The audio announcements and customer calls are also very helpful, because in the waiting area sometimes the customer/visitors could get engaged in their smartphones or other activities, which could prevent them from noticing their turn on the signage screen, the audio announcements can solve this problem. The automated customer journey management further reduces the wait time and improve customer experience.

3. Digital Signage System

RSI queue management system has a built-in digital signage module, you can utilize this module to not only display the information of the queue and ticketing but can also play multimedia content. The module is a full-fledged digital signage content management tool. Having various screen settings and configurations. The digital signage or large screen used in the waiting areas are of great importance, as they are displaying the current queuing information. Hence the customers and visitors are always viewing them. So, having some adverts or multimedia content not only increase the interest of the customers but it will also provide a good marketing and communication channel.

Multi-media content and the large signage have a good impact on the waiting customers as waiting could be anxious and depressing and it can easily annoy your customers, but if you are playing some interesting content along with the queuing details that could help your customers to get engaged and busy hence the stress of the waiting can be reduced. This improves the customer experience a lot.

4. Automatic Customer Journey Management

RSI queue management system comes with a powerful admin control panel tool that enables branch management to implement queuing policies and protocols to further optimize the customer flow. Apart from that, there are a lot many automated tools that can help to improve the customer flow without putting any additional burden on the staff. For example:

Services that can be delivered by a single server or agent from a single counter
Services require multiple counter and servers to get a single service delivery
Dedicated counter and servers for specific services
Premium Counters, VIP Counters or Counter for Customer with Special Needs and/or Disability

The token dispensing interactive kiosk could become handy for this. While signing up for the queue the customer could choose an appropriate queue for their needs. This could be achieved by either an interactive dashboard with instructions which can explain to the customers about different queue and/or a staff member could help the customers to get signed-up only for their required queue. This not only automates the customer journey but also reduces the service delivery time.

Another great advantage of automatic customer journey controls is that they can automatically route the customers from one counter to another if a service delivery requires more than one counter. Our queue management system can automatically push or rely on the customer information to the next stop to prevent any delay in the service delivery. So, the customer doesn’t have to wait in multiple queues. These all features are specifically designed for different scenarios and can be implemented to improve the customer experience and customer journey from your branch/office.

5. Integration with Other Tools and Corporate Systems

Our Queue Management System also allows integration and data sourcing from other tools and corporate systems. This functionality is achieved using secure web services or APIs. Which enables two databases and systems to communicate with each other. There are tons of applications of system integration. For example, our queuing system can pull customer data from the CRM (customer relationship management system) or ERP or HR Management System or any other system. This data will help the agents and servers to recognize the customers instantly and it will also shorten the service delivery time by saving the time of doing manual data entry. The integration not only allows to fetch data from a third-party system but also allows to push data and updates to any other system via APIs.

6. Reporting, Data Analytics & Remote Monitoring

Our queue management system provides a comprehensive reporting module along with an option to summary reports and executive reports. The reporting module is completely customizable. The reporting module utilizes a smart analytical and statistical tool to analyze the data. This makes our queue management system able to provide simplified reports with actionable results. The management can also measure KPIs (key performance indicator) using an in-built reporting module. The reporting module also provides site-wise and agent/counter-wise reporting as well. The reporting module also allows the management to set alerts on certain thresholds and pivot points.

Another remarkable feature of our queue management system is its capability of remote monitoring and remote management. Businesses and organizations can see a real-time status report and updates from the head-office. The head office can view live coverage of all the queuing activities on any branch. Above all, the policies and settings can easily be pushed to the branches and remote offices from the head-office from the control panel.

7. Online Appointment Booking

Online appointment booking can really make a difference. The customers can choose the time and date of their convenience and get themselves signed-up for that particular timetable. Which will significantly reduce the wait time. The customer experience can be improved and the work-load of the staff can be reduced. Online Appointment booking also allows the customers to have freedom of reaching to the branch or office at their specified time only, there is no need of waiting in long queues any more as the customer is already notified about the time of their turn.

8. Smartphone Applications Integration

As smartphones have become an essential part of our daily life. Not only that the internet usage and web surfing from smartphones and devices have already surpassed conventional computers. Which increased the importance of having an interaction at the smartphones with your clients. Allowing your clients to sign-up for the queues from their smartphones can improve the customer journey and customer experience. The remote sign-up process also allows them to sign-up for the queue from the comfort of their home or office. The smartphone applications provide real-time status reports, updates and notifications to further reduce the wait time at the branch. The customer can arrive at the exact time of their turn and can easily get the service done without any wait time.

9. Customer Feedback System Integration

Customer Feedbacks are extremely important for businesses and organizations. For example, you have recently installed a new customer flow management system, you have trained your staff well, and you are providing all facilities that are possible just to increase the customer satisfaction and hoping your customers will retain and you will witness steady growth, but after some months you find out that the results are not meeting your expectations. Now, you have to reevaluate and reassess everything, which is a time-consuming task, and even if you somehow managed to do detailed analysis and studies of your service delivery mechanisms and customer journey, you are still uncertain of a few things and your final conclusion is always based on some assumptions and speculations. Well, a customer feedback system will eliminate all those uncertainties and will provide you with great insight into your business. It will provide you with a chance to directly communicate with your customers and you can ask almost everyone one of them about their opinion and suggestions. Our queue management system provides a very simple yet powerful customer feedback collection tool. Which can help the businesses and organizations to rectify certain issues which could be impacting customer journey, experience and the business growth itself.

See More: Queue Management System Problems and Solutions in Dubai

10. Cost-Effective Queuing Solution

RSI Queue Management System is a very cost-effective queuing solution. The capabilities of providing a customized solution enable us to deliver very efficient customer flow management systems at a comparatively lower cost. The initial cost is the major expense, the overall system software and hardware are designed to last long. There are no hidden fees and subscriptions. The system can be expanded easily. The implementation is fairly simple. The server-side application or the backend can easily be deployed to cloud-based hosting or on-premises data centres. There is no restriction or limit from our side. The complete hardware setup is very cost-effective. Both the software and the hardware comes with a warranty. The system updates and upgrades or customization and after-sales support are available for all customers. These traits make it the best ROI for your needs. The hardware and software both are capable of upgrades and updates at a very low cost. Which makes it a long-term investment. The customization and integration allow us to eliminate a variety of other intermediary applications which also save a lot of commissioning and operational cost.

See More: The Leading Queue Management System Provider in UAE

Conclusion

Having an efficient digital queue management system could heavily impact your business. How you are treating your customers will determine your path to success or failure. As getting new customers are important for steady growth, retaining the existing customers is also equally important. When your customers are visiting your branch or office, they are expecting to be treated well. The only thing that could annoy your customer the most is long and mismanaged queues and long wait time. This will not only annoy your customers but it will also put more pressure on your staff. A good queuing system can help you solve both problems. The monitoring tools, customer feedback, reporting, automation and customization ensures you get a great solution that is specifically designed to solve your problems. In this blog, we have listed 10 reasons to choose RSI Queue Management System which all are also a very important factor to consider while choosing any queue management system.

At RSI Concepts we are always eager to provide the best solutions to our customers to help and support them in achieving their business goals. If you want to discuss your needs with us, feel free to reach us out from the comment box below, or contact us from our Contact Us page or call us directly.

Check this out: Queue System working in Government Departments

March 2, 2021

Queue System working in Government Departments

The main objective of the queue management system is to manage the customer flow with maximum efficiency and reduction in the wait time. A queue management system could help the government departments and public offices to deal with the social-distancing and COVID-19 situation effectively and also to improve the customer experience during their visit to the office. It is a common sitting of long queues at the government sectors, but nowadays due to the COVID-19, most of the services went online or provide alternates to facilitate their customers without compromising their health and safety. Still, there are tons of government services that can only be delivered at the branch or office. Most of the time customers also want to visit the office rather doing it online. This is why government departments have to adopt preventive measures and extremely organized customer flow management. Above all the government of the UAE is always stressing the importance of going green and reducing carbon footprint and another remarkable initiative of the government is to the digitalization of their products and services.

UAE government and the government of all emirates are considered to be the world’s highly digitalized governments in the world. You can avail yourself of tons of services through digital mediums. This also raises the importance of an efficient digital queue management system. Which could not only covert the manual process into digital and automate it but also provides the full advantage of digital and online domains? The government departments and their public offices are always the busiest, hence require smart solutions to deliver their services and to enhance the customer journey at the office. This is why a queue management system is a perfect companion of the government departments and their public offices. It reduces the wait time, allows full control and autonomous customer flow management, improve service delivery efficiency, reduces the workload of the staff and the management and makes the visitors and customers happy.

Here some of the advantages of a queue management system working in the government departments:

Manage Customer Flow with great Efficiency and Control

A queue management system allows the government departments to manage an immense load of daily footfall. The system has a powerful administrative control panel to control and implement department or branch policies effectively. According to those policies, the queue management system will automatically manage customer flow. As the whole customer flow management process can be automatic or semi-automatic (depends upon the requirements), it enables the automatic customer routing to the free counters instantly, which also reduce the wait time. On top of that, these days due to the COVID-19 social distancing is strictly implemented in all public places. So, the queue management system can also assist the management in implementing their social distancing policy effectively without any human intervention there is no room for error or miscalculation either. This also ensures the safety of the customers, visitors and staff.

See More: 5 Challenges and Solutions of Queue Management System in Banks

Customer Journey Automation

The customer journey can be automatically controlled using a queue management system. This feature is extremely useful in cases where it requires the customers and visitors to go to multiple counters or servers to get the full-service delivery done. The whole process can automate by implementing the policies and the queue management system can automatically route the customers from one customer service counter to another until the full-service delivery is done.

As most of the time, the government departments and public offices are offering multiple services and in some scenarios some counters and dedicated to particular services only. For example, if there are 24 counter, let say 10 are dedicated for service A, 6 counters for service B and remaining 8 counters for service C. This scenario can easily be controlled by the queue management system.

The organization’s policy can be implemented through the powerful administrative control panel, and whenever a customer is signing up for the queue the system can enquire them about the service they would like to avail and then put them in their respective queue. This prevents a lot of troubles and saves a lot of time.

VIP Customers, Customers with Disability or Special Needs or Any Exception

Sometimes there could be some counters dedicated to premium customers, VIP customers or customers with special needs or any such things. In such a scenario, the queue management system can automatically follow the management’s policies and route the customers to their appropriate counters. This ensures a smooth customer journey and an excellent customer experience.

Reduce Wait Time and Quicker Service Delivery

A queue management system allows the management to reduce the wait time for the customers and improve their service delivery efficiency. As all the customers are managed in a well-organized manner. They are being automatically routed to their relevant counters and servers. There is no delay in customer calls, and there could be no issue or conflict in the queue or turn, the wait time gets reduced. The customer will have to wait for less, as everything is getting done with precision and without human intervention so human errors are also eliminated. Another great advantage of a queue management system is that it also helps to reduce the workload of the staff and service agents by handling different processes and by automation. Which effectively increase employee efficiency and also results in quicker service delivery and improved customer experience.

As the customer journey is managed and controlled by the queue management system as per the policies of the department, the customer journey is also reduced. As soon as a customer gets frees the next customers is called. Especially in multi-counter service delivery, where a customer will have to go to multiple counters to get the full-service delivery. In multi-counter based service delivery the automation reduces the time and easily guide the customer from one counter to the next without any delay or interruption. Which also results in quicker service delivery.

Improved Monitoring and Performance Analysis

Apart from reducing the wait time, increasing the employees’ efficiency and quicker service delivery a queue management system comes with additional benefits. The government departments and public offices deal with hundreds upon hundreds of customers and visitors on daily bases. There could be a lot many unhappy customers too. In such a situation having a powerful analytical and statistical data collection medium integrated into the customer management process could provide valuable data to the management. Which can help them in further improving their service delivery mechanisms, enhancing the customer journey and effectively measuring the employee performance and much more. The system usage data can also provide a brief detailed preview of the system’s performance. In total, all that KPIs and statistical data gathered from the queue management system could be utilized to take important decisions and forming future strategies to ensure better customer services.

Reporting Module

All the data collected autonomously from the queue management system will be available in multiple reporting formats. The reports can provide precise system usage data and accurate key performance indicators (KPIs) could help the management to highlight the areas where improvements can be done. Furthermore, the reporting module also allows the management of the government department or the head office to monitor the performance of the agents and servers on daily bases. All the statistical data is gathered and provided in real-time to improve the reporting and monitoring capabilities.

Integration with other Data Centers and Systems

This is another great advantage of a digital queue management system. It allows integration and synchronization of data with other organizational tools and corporate systems. This integration allows the management and staff of the government departments to reduce the service delivery time. For example, in order to sign-up for the queue, the visitor must have to scan their Emirate ID card or EID. Once scanned the data has been loaded from the government databases and the user can automatically get authenticated. Once the user arrived at a counter all their data has been automatically getting loaded on the screen of the server or the agent. Which could save them from doing manual data entry. A lot more such innovative features can be added to the queue management system. This feature is possible by enabling a queue management system to fetch and push the user data from other systems. All the process is fully automatic and saves a lot of time. Here are a few more integrations that are gaining popularity:

Integration with User Identification System
Integration with CRM, ERP, Sales Management System, etc
Integration with a customer feedback system
Smartphone Applications
Online Appointment Booking and Remote Sign-up Process

There are a lot many different scenarios where we can integrate the queue management system to fetch or send data to any other system to incorporate more features that help to reduce the wait time and improve the customer journey.

See More: Benefits of Queue Management using Mobile Apps

Queue Management System Accessories and Add-ons

There are so many hardware and software add-ons or accessories which can be added to the system to further enhance the system performance and usability. For Example:

1. Audio Announcements

Audio announcements are a great way to get the user’s attention to who is waiting in the waiting area. As when most of the people arrive at a government department or public office, they just took their queuing ticket and sit in the waiting area. Most of the time either you are on the phone or talking to the person sitting next to you or something like this. The audio announcement can easily alert them for their turn.

2. Multi-lingual Interface

Dubai is a huge city having so many different types of people from various societies, cultural background and countries. A multi-lingual interface can help you improving customer happiness and contributes to customer satisfaction.

3. Digital Signage for Government Departments

Digital Signage is an integral part of any queue management system. For the government departments and public offices, digital signage can display the current stats and ticketing information along with acting as a multimedia content player as well. The management can play promotional content, health and safety warnings, and other helpful materials. Engaging content on digital signage for government departments will help to reduce the stress of the customers waiting in the waiting area. It improves customer happiness and also provides a very effective communication channel for management.

4. Counter Displays and Screens

Counter Displays and Screens are used to display the counter number/name and the current ticket serving on the counter. This information is important so the customer can easily identify their server.

5. Customer Feedback System and Happiness Meter

This is also another very important accessory of a queue management system. In the government departments and public offices, if a customer feedback system is used, it helps the management to understand their customers’ needs and requirements. The customer feedback system can provide vital business intelligence which can help the management to further improve their services and service delivery mechanisms.

A customer happiness meter is usually a small touchscreen or tablet kiosks placed on the service desk or counters, it simply captures the customer’s happiness or satisfaction level information. It most often has multiple smileys icons or a few buttons describing the happiness levels, for example, happy or satisfied, unhappy or dissatisfied and very happy or pleased or any such things. This is a great tool in evaluating the servers’ and agents’ performance too. As the data could be linked and synchronized so there is no need to ask the customers to input their contact details. The system can automatically fetch the information on the bases of the ticket serving during or prior to the feedback submission. This is an excellent way to gather a lot of customer feedback data and people in general always respond well to such feedback systems.

See More: Queue Management System for Vaccination Centers in UAE

Conclusion

A queue management system can improve customer happiness and satisfaction level by reducing the wait time, providing engaging content during their wait time, routing them automatically to their respective counter or counters without any delay and reducing the workload on the government department management staff. Nowadays, due to the COVID-19 scenario the government of the UAE implemented a strict social distancing policy with zero tolerance. Our digital queue management system can also aid the management in implementing their social distancing policies. Apart from that our queue management system also allows integration and data synchronization with other corporate tools and organizational systems which also help to innovate new ideas to improve the efficiency of the queue management system. It also helps the management to gather valuable business intelligence.

Our queue management system also provides real-time monitoring and very detailed reporting mechanisms. The KPIs measurement and employee performance tracking could help the government departments and public offices to further improve the service quality and customer interaction with their department. Automatic customer route routing and multiple add-ons and other features not only improve customer experience but also help the management to improve their service delivery mechanisms.

If you are looking for a queue management system or want to upgrade your existing queue management system, you should also have to acquire professional queue management system providers for the government departments in Dubai, UAE. RSI Concepts have great experience of the field and we have a list of satisfied government clients. Feel free to leave a comment in the comment box below or contact us through our Contact Us page.

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

February 14, 2021

6 Benefits of using Queuing System in Hospitals

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

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

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

See More : 3 dimensions of Queue Management System for Hospitals

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

1. Efficient Patient Flow Management

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

See More: Queue Management System Integrated with Appointment Management System

2. Automatic Patient Routing Protocols

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

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

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

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

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

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

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

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

See More: The Leading Queue Management System Provider in UAE

5. Improved Patient Experience Ensures Good Business

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

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

6. Great Business Insight, KPIs and Patient Feedback

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

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

See More: Features of an efficient Queue Management System

Conclusion

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

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

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

February 1, 2021

Queue Management System for Vaccination Centers in UAE

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

Manage a Large Number of Visitors and Maintain Social Distancing

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

Online Appointment Booking for Vaccination Centers

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

VIP or Premium Visitors

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

Smartphone Applications and Remote Sign-ups

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

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

Collect Visitors’ or Patients’ Feedback using Queue Management System

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

Collect Visitors’ Feedback inside the Vaccination Center

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

Collect Patient’s Feedback After they got the Vaccine

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

Queue System Usage Stats and Data Analysis Tools

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

Centralized Information and Command Center

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

Integration with other Systems and Tools

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

Conclusion

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

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

January 27, 2021

Queue Management System for Government Departments in Dubai

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

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

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

How a Queue Management System can help?

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

Effectively Manage the Customer Flow at the Branch

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

Reduce the Wait Time

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

Collect Business Intelligence

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

Customer Journey Management and Automation

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

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

Think out of the Box

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

Smartphone Applications

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

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

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

Online Appointment & Booking

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

Digital Signage and Displays

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

Audio Announcements

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

Collect Customer Feedback

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

Conclusion

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

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