Efficient Queue Management System Qualities

Businesses in Dubai and all around the UAE heavily rely on digital queue management systems to manage and improve the queuing experience of their customers. A queue management system is an essential part of customer experience strategy. Businesses belong to the services based industries require their customers to visit them all the time. No matter if you are a bank, hospital, restaurant, a small local business or a large size government office, if customers are visiting you then you must have a strategy to manage and streamline the customer flow. A queue management system comes with several advantages, which can improve customer experience, such as the automated queue management and tickets solve all problems associated with ticket-less manual queuing. The queue management system reduce customer wait time by improving employee efficiency and aiding them in their routine tasks. It can also increase customer engagements by displaying multimedia content and live queuing coverage at digital signage. Such features keep the user engaged and reduce the effect of wait time. The employee workload is divided which boost their efficiency and the customer end up getting satisfactory service.

These days almost every businesses is using a queue management system. That means all of your competitors would also be using a queue management system. This begs an important question, how you could differentiate yourself from your competitor? The answer is ‘just do better’. It is extremely important that you offer something better to your customers. Only an advanced and efficient queue management system can provide you a tangible competitive advantage. In this blog we will list the key qualities of an efficient queue management system and what you should be looking for while choosing a queue management system for your future needs.

Signup for the Queue

The very first step for any customer or visitor is to sign-up for the queue. An efficient queue management system always use an interactive kiosk and UI (user interface) to allow customers and visitors to sign-up. The intuitive design makes the process simpler. Usually in Dubai and all around the UAE such user interfaces are designed to support multiple languages. It leaves a very pleasant effect on the customers if their business is able to communicate with them with their native or favorite language. The first thing that the system ask the customers is to choose a language, then it asks them to select the required service from the list. Some businesses at this point also acquire customer identification details but it entirely depends on the business needs and policies. A pleasant sign-up experience help generating a positive vibe. On top of that the system can collect necessary information that can be used to further improve the customer journey. An efficient queue management system can automatically sign-up the customers to the right queue as per their selected service or as per their personalized experience.

Customer Waiting Experience

The customer waiting experience is very crucial for customer satisfaction. A pleasant and relaxing waiting experience always improve customer’s interaction with the server/agent. The wait time is not measured or evaluated in terms of numbers. For example, an efficient queue management system is capable of tracking the record of all the previous service deliveries and also the performance of the server/agent. On the basis of this data it can very accurately predict the expected wait time. The expected wait time should be printed on the ticket. This has very positive effect on customer’s minds. When we are sitting in the waiting area we always feel the time is passing slower, when we are standing in the queues, we feel the queues next to us are moving faster. This is only psychological effect and it has nothing to do with the actual wait time. That is why for the customer experience we consider two types of wait time, one is the actual wait time as per the clock and the other is the perceived wait time which we feel. This phenomenon is very important. That is why an efficient queue management system not only prints the expected wait time but also displays the remaining wait time on the signage screens and large displays to keep the customers and visitors calm.

In order to further improve the customer waiting experience an efficient queue management system support digital signage features to run dynamic content on the digital signage used to display queuing information. These signage are installed on all strategic location so that each and every customer in the waiting area or lobbies can view at least one all the time. The live queuing coverage will give them an impression that all the queues are moving. On the same screen the dynamic and multimedia content can be displayed, which increase customer engagements and keep them busy while distracting and dividing their attention. This has a great effect on customers and the sense of waiting can be minimized. Furthermore an efficient queue management system also use sound systems to make announcements and customer calling in multiple languages, which also keep users engaged. The SMS alerts and notifications can also be added to enhance customer experience and it also provide them freedom to go out while they are virtually present in their queues. Such qualities of an efficient queue management system can significantly improve customer’s waiting experience and help minimizing the waiting stress.

Read More: Queue & Waiting Time Management

Automatic Customer Routing and Customer Flow Management

In any business and organization there are always multiple services. In the office or at a branch a business serves multiple services. For some services there are dedicated counters, for some services there are not. Some services are stepped services and require a customer to go to several counters to get a complete service delivery. Some businesses have different priority levels for different sets of customers such as VIP or Premium customers, the customers with special needs, and regular customers, etc. Businesses also allocate specific counters for specific customers as well. All these variables makes the customer routing and customer flow management more difficult. Difficulties lead to mismanagement and unnecessary delays in the service which have a very negative impact on customer experience. An efficient queue management system is capable of routing customers as per the pre-determined protocols and policies of the business. Which makes the customer flow smoother and quicker. In order to prevent bottle necking, an efficient queue management system is also capable of diverting customers from one counter to the other. Hence the customer journey can be reduced and the wait time can be minimized.

Boost Employee Performance

An efficient queue management system can aid employees in various different business processes. The automation and digitalization provides more control and less hustle. The employees get free from unnecessary tasks, which means they can focus on their primary tasks. This boost their work capability, efficiency and quality of service. In addition to that an efficient queue management system also provide an intuitive agent dashboard. Which is used to provide various controls and information to the servers/agents. The agents can control the customer flow through their dashboard and they can also get customer information and any other data beforehand. An efficient queue management system is also capable of data integration and data synchronization, which enables it to help agents in preparations for the service delivery, reduce their effort in each service delivery and also expedite the service delivery process. All that can be achieved due to the customer identification and/or identification of the service they are looking for. An efficient queue management system also aid the post-service tasks and can automate several steps. All those qualities of an efficient queue management system reduce the employee workload, stress and efforts which can significantly boost employee performance.

Reduce Wait Time

One of the most valuable quality of an efficient queue management system is that it significantly reduce the wait time. The wait time is one of the most impactful aspect of customer journey and a longer wait time can completely ruin customer experience, no matter how much efforts you have done regarding other aspects of the customer journey. It is extremely important to reduce the customer wait time and improve their waiting experience. If a customer had a longer waiting time, they will get stressed, and when a stressed or anxious customer arrive at the counter it is extremely hard to change their mood and provide them satisfactory service. However, if a customer journey is shorter and the wait time is less and the waiting experience is good, the customer will arrive at the counter in a very calm and neutral mood. It is much easier to satisfy customers who are calm and are more accepting towards agents.Moreover the improved employee efficiency, business process automations and improvements and better customer flow result in significant reduction in customer wait time.

Increase Profitability

The automation and digitalization always result in cost reduction and higher profitability. If a business commissioned an efficient queue management system, it automates queuing process, customer journey and customer flow management. Which means a business needs very less human resource to manage this operation. The cost of human resource is much higher comparing to the operational and maintenance cost of a digital system. This significantly reduce the operational cost and resultantly the per-service cost get reduced. Moreover the customer churn is a biggest lost, as most of the customers leave without availing the service due to longer wait time or crowd at the branch. An efficient queue management system results in improved customer experience and quicker service delivery which also prevent crowd formation and enables smoother customer flow that reduce the customer churn rate and increase revenue of the branch/business. Furthermore the queue management system also provide in-depth business intelligence data which help businesses to understand their policies, business processes and employee performance. This information is very helpful in decision making and long term strategy building which also help boosting the revenue and profitability.

Customer Satisfaction Drives Customer Loyalty

The customer happiness and customer satisfaction is considered to be the key to success. Any business’s performance can be judged on the bases of customer satisfaction. As the customer satisfaction means everything is in right order and the performance is at optimum levels. When a customer get satisfactory services from a business, it is most likely to come back and do repeated business. This is called customer loyalty. The loyal customers are a great asset and act as a foundation for the long term success and sustainable growth. Every business does marketing and efforts to promote its brand to acquire new customers. If it keeps loosing existing customer, no matter how much efforts it is putting into acquiring new customers, its growth would be halted, and eventually it will take negative course. The happy and satisfied customers are tend to be loyal customers. The customer loyalty help business elevate and the loyal customers are also good brand ambassadors, they spread brand message and positive feedback though social media, word of mouth and endorsements. The customer loyalty and positive brand image help businesses achieve their marketing goals.

Studies have shown that the businesses with positive brand image tend to do well in their marketing campaigns comparing to the businesses with negative brand reputation. Hence the positive brand image results in better ROI from the marketing campaigns too, which ultimately reduce the cost of lead generation and conversions. Another advantage of loyal customers is that they always stick with the brand, they are always willing to give another chance and they do not quickly switch to another service provider. Studies have shown that the loyal customers also provide better feedbacks and share their opinion and suggestions more openly. The studies have shown that it is 9 to 12 time less expensive to make a sale to an existing customer than acquiring a new customer. In long term this could have a huge impact on the profitability and growth of the business.

Offers Virtual Queuing

Virtual queuing was designed to enhance customer’s experience. Especially it provides a lot of freedom and more flexibility with the waiting experience. However, during the past two years the virtual queuing gain popularity in Dubai and all around the UAE. The virtual queuing enables businesses to let customer sign-up for virtual queues and doesn’t require them to be physically present all the time in the queue. Now a days the virtual queuing is further improved with the functionality of remote sign-up features. It means that a customer don’t even have to come to the office or branch to generate ticket, in fact they can do so remotely or through their mobile devices. There are several channels that can be used for remote sign-up process such as mobile applications, SMS, email, online/websites, customer portals, QR Codes, etc. An efficient queue management system must provide advanced and modernized features to ensure an excellent customer experience and maximum productivity. Once a customer sing-up via a remote channel such as mobile app, they start receiving important information about the on-going queuing, they get alerts and notifications too. Hence a customer can plan their visit only at the time their turn will come. It means that the wait time can be reduced to none. That is why virtual queuing is gaining too much popularity as it reduces the wait time and improve customer experience and convenient.

Enables Third Party System Integration

An efficient queue management system always support and provide system integration with the third party tools and enterprise software. In this modern era of digitalization it is very important that the entire business information center is centralized and connected to everything else. An efficient queue management system can be linked with other systems to synchronize customer data, feedback data, and much more to improve relevant business processes, customer experience and service delivery processes. The system integration allows the queue management system to push and fetch data from any other integrated system or data center. Moreover an efficient queue management system can be integrated with other tools and hardware peripherals such as customer feedback collection tools, touch screens, EID readers, RFID, passport reader, QR Code/Barcode Scanners, etc. Such integration help queue management system to automate various business processes and reduce the customer efforts throughout the customer journey. The integration also enable the businesses to link the reporting and system stats with the other systems and vice versa. The system integration is great to boost the performance and efficiency of the system.

Collect Business Intelligence Data

An efficient queue management system collects business intelligence data and system usage details from each and every touch point of the customer journey. The queue management system also tracks and record employee performance data. For example the system can capture details about the customer journey and customer experience. What services are used the most, what are the busy hours, what is the average service delivery time including each service delivery time as well. The complete log is maintained for analysis and decision making purposes. An efficient queue management system offers in-built analytical tools and data processing algorithms. These tools help businesses to process the business intelligence data and help them identify the areas of improvements. Another great quality of an efficient queue management system is that it also collects customer feedback data. The customer feedback collection gives customers confidence, trust and a sense of importance, which is good to strengthen the customer relationships. The customer feedback data can provide a deeper insight to customer’s minds and help businesses to understand customer’s needs, expectations and problems. Businesses can use customer feedback data along with business intelligence data to evaluate their business processes, quality of products & services, employee efficiency and much more. This information is critical in taking actions and making future strategies for a long term growth.

Conclusion

These days a queue management system is not just used to streamline customer flows and manage waiting lines, in fact an efficient queue management system can literally transform the customer experience and customer journey. An efficient queue management system automates various steps and optimize business processes that are impacting customer journey. A good customer experience drives customer satisfaction which is a key component to gain customer trust and customer loyalty. The customer loyalty have a great impact on brand image. An efficient queue management system also reduce the workload of the employee and boost their efficiency. All these qualities along with automation and digitalization help reducing the cost and improve overall efficiency of the business. In this blog we have listed all important qualities of an efficient queue management system. If you want to learn more about the subject or if you have an enquiry, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

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February 8, 2022February 26, 2022

Virtual Queuing and Digital Customer Experience

Business in Dubai and all around UAE are always seeking ways to improve their customer experience and customer journey. The UAE is a very large and rapidly growing economy, this attracts a lot of entrepreneurs, investors, businesses from all over the world. Especially the service based industries are facing tough competitive environment. This competition results is high market standards and higher customer expectations. That is why the customer experience is extremely important for any business to ensure long term sustainable growth. During last few years the customer behavior have changed drastically due to the COVID and social distancing. People are more inclined towards digital interaction than physical interaction. The businesses also have to implement social distancing policies and other safety rule to ensure the health and safety of the customers and the staff. This has changed the entire landscape of the communication and services.

A queue management system is a tool used to streamline customer flow. It help businesses to automate or semi-automate various customer journey steps. A digital queue management system can segregate customers as per their needs which improves customer flow and reduce customer wait time. The queue management system also help improving the service quality and boosting the performance of the service staff or service agents. Which result in reduced customer churn rate, higher customer happiness. The customer satisfaction is a key to customer loyalty and the customer loyalty is considered to be the foundation of growth and profitability. The queue management systems have also evolved a lot, as the general market trends got changed the queue management systems also got changed. The virtual queuing and mobile queuing are not a new concepts however, since the later 2020 till today and also in future the virtual queuing will dominate the queue management systems. In this blog we will discuss how virtual queuing and digital customer experience can be your best competitive advantage to boost the profitability, efficiency, quality of service and customer experience.

What is Virtual Queuing?

The virtual queuing is a process of signing-up a customer in a virtual queue. For queue management systems the virtual queuing is a relatively new terminology and it doesn’t only mean to create virtual queues in fact the virtual queuing means to enable the customers to sign-up remotely in virtual queues using mobile devices or digital channels. The virtual queuing can be done using web portals, mobile apps, SMS, emails, QR Codes and much more. The biggest differentiation between the virtual queuing and traditional queuing is that the virtual queuing can literally reduce the wait time to none. The customers and visitors are free to wait outside or plan their visit to arrive only when their turn is expected. The live queuing information can be relayed to the customers using multiple channels along with alerts and notifications. The customer service agent can also communicate with the customers and visitors to inform them about any change or unexpected scenario. The virtual queuing transform customer journey and customer experience and ensures maximum customer happiness.

What is Digital Customer Experience?

The term digital customer experience refers to all the interactions a customer have with the business using the digital channels and mediums such as online or internet, emails, mobile apps, social media, chat bots, and even the SMS communication can be taken as the part of the digital customer experience. The digital customer experience management strategy is very important these days. As people living in Dubai or anywhere else in UAE are very familiar with the digital interactions. So providing digital customer experience doesn’t only have operational benefits but the customers will also expect digital interaction from their favorite brands. That is why the digital customer experience is very important and a business should use right tools to ensure the customers will be satisfied and delighted with their interaction. The virtual queuing is a great tool to enhance digital customer experience. It also help businesses collect useful system insights and business intelligence data which can be further used to tune up relevant business processes and to evaluate the performance of the staff and different departments/branches. The business intelligence also help businesses to take informed decisions and make right policies to ensure long term growth and customer retention.

Virtual Queuing and Digital Customer Experience Optimize Wait Time

People don’t like to wait in long queues. The long wait time is a major reason of customer churn and poor customer experience. We have all noticed that when we are standing in queues at one point or another we feel that the line next to us is moving faster, this is only a behavior phenomenon when people just perceive that and it is because of the stress of the waiting. With manual queues there are several other problems too, such as line jumpers, or people standing in wrong queues or even people are giving way to others to join the queue from their point. However, with a digital queue management system when a single customer have a ticket these all things can be avoided. The psychological effects of waiting in the queues can also be minimized. With the help of virtual queuing the businesses can offer their customers and visitors a facility to sign-up remotely or virtually and they are provided with the live queuing information via remote channels which allow them to arrive only when their ticket is called. Hence there is literally no wait at all.

The digital experience and virtual queuing strategy can significantly improve customer satisfaction and help improving customer loyalty too. These days everyone is familiar with digital interaction. The internet penetration is almost 99% in UAE. This enabled businesses to innovate very effective digital strategies utilizing digital channels and digital communication. There are several digital channels that c

an be integrated with queue management system to enable virtual sign-up process. For example, the company website or a dedicated customer portal can improve customer experience. Moreover an appointment booking module can offer a great sign-up experience. It can provide additional details such as busy hours, nearest branches and much more which can be very helpful for booking a suitable appointment and planning the visit.

In the entire UAE the mobile phones are widely used, in fact almost 96% of the population use mobile phones. Which make them extremely important. In order to build a strategy for digital customer experience the mobile phones can be a great tool to enhance customer journey and experience. Businesses can offer mobile phone apps or SMS based virtual queuing. The retail sector in Dubai and all around the UAE is also using QR code based queuing. These all are the form of virtual queuing. Along with that the business can also integrate SMS services to enable the customers to sign-up via SMS. WhatsApp is the most popular app used for communication in UAE and also all around the world. The WhatsApp can also be integrated to enhance digital customer experience. These all tools can be used to improve communication, customer engagements, customer waiting experience and even businesses can also conduct customer feedback surveys via their digital channels. The virtual queuing reduce the customer wait time to literally none, which raise customer satisfaction and customer happiness.

Read More: Queue & Waiting Time Management

Virtual Queuing and Digital Customer Experience Improves Customer Satisfaction

The virtual queuing and digital customer experience can automate several customer journey steps and improve customer flow. The queue management system can easily identify the service hence it can sign-up the customers and visitors for the right queue or virtual queue. The queue management system can also help streamlining the customer flow by automatically routing customers to the relevant counters and even it can automatically reroute the customers as per the set protocols. For example, if some counters are less busy or free the system can automatically reroute the customers to such counters. This way the business can optimize resources and improve the overall efficiency of the entire branch. The queue management system can also manage customers on the bases of their priority, such as ordinary customers, premium or VIP customers, and customers with special needs, etc. This also help improving customer experience and ensure a balanced workload for the staff to improve staff efficiency and quality of the service.

Most of the time a business has multiple services and multiple counters, some counters are dedicated for certain services and sometimes some counters are dedicated for priority customers. A digital queue management system can easily handle all those scenarios and it can automatically control customer flow for each counter as per the set protocols. Most of the time businesses also offer stepped-services. The stepped services are those which require from a customer to visit multiple counters for a single service delivery. Managing such services could be tricky, some steps are lengthier and some are quick, sometimes some steps have more counters and vice versa. A digital queue management system can easily handle all those scenarios by using in-built smart algorithms and intelligence software engine, which help businesses to ensure smooth customer flow throughout the entire customer journey to improve customer happiness and customer satisfaction. Such way the businesses can significantly reduce customer wait time and improve customer flow which directly impact customer happiness and customer satisfaction.

Virtual Queuing and Digital Customer Experience Improves Service Quality

The service quality is extremely important for customer retention. If a businesses is failing to provide quality service no matter who much efforts they put to improve customer flow, ultimately the customers will be unhappy. That is why it is extremely important to improve service quality. A virtual queue management system or any other queuing solutions is capable of collecting basic information during the sign-up process. This information can be used to improve service quality. For example, whenever a customer is reaching to a counter the agent needs their basic information to start the service. That information can be pre-loaded when the customer is arriving as the system already knows their identity from the virtual sign-up process. Similarly as a customer is already selecting the service they need, so if any preparation is required for that, it can be done automatically before even the customer arrives, so the agent is completely ready to deliver the service.

This not only reduce the service delivery time, but it also reduce server’s/agent’s work, which give them a better chance to focus on the quality and experience. Quicker service delivery mean happy customer and it also mean less time for the next customer waiting in queue. This way it not only facilitate the service delivery process but is also help businesses in reducing the wait time. Since an employee can entertain more customers in less time, their work efficiency is also improved. The virtual queuing and digital customer experience can help improving service quality and service delivery process.

Virtual Queuing and Digital Customer Experience Provide Deeper Data Insights

The virtual queuing is used to transform digital customer experience. The digital comes with various benefits and one of them is the data collection and business intelligence gathering. With virtual queuing and digital customer experience strategy business can collect statistical and usage data from each and every touch point of the customer journey and businesses can also collect customer feedback data using integrated communication channels. The queue management system can record the statistical data too such as which virtual queuing channels are used for how many times, what is he average wait time, which service delivery takes how much time on average and even the queue management system can also record such details for each individual interaction. These are very helpful information and provide a deeper and much better understanding of the customer journey. Businesses can easily identify the areas of improvements and build their future strategies to meet their goals of efficiency and customer satisfaction.

The virtual queuing and digital customer experience also provide accurate KPIs (Key Performance Indicators) and other data which can be used for various purposes and can be shared with relevant departments and personals to help them improve their performance. The business can accurately monitor and record the performance of individual employee for example, which employees take how much time to deliver a service and that can be recorded against each service the agent is working on. The queue management system can also record the performance of the teams and even the branches which can be later analyzed by the management using in-built data analytical tools. Businesses can also done comparative analysis for the employees, services, teams and branches as well. The queue management system also help collecting the customer feedback data which can be collected using multiple channels.

The customer feedback data is very important. Businesses can conduct various different types of surveys using the digital and mobile channels such as SMS, Emails, Customer Portal Dashboards, Website, Touch Screens (in-premises), mobile apps, etc. The queue management system can collect NPS (net promoter score), CES (customer effort score), CSAT (customer satisfaction score), general rating and happiness scores and even businesses can also conduct long surveys. This data can provide a deeper understanding of the customer’s minds, their expectations and market trends. Collectively the business intelligence data collected from virtual queuing and digital customer experience can be used highlight areas of improvements and to build strategies for the future growth.The queue management system also provide facility to directly share the relevant data to the relevant department, management or individual employees to ensure seamless automated data sharing. This enables the businesses to take immediate actions on top priority feedbacks and data indicators and also help them to make better plan for the future.

Virtual Queuing and Digital Customer Experience Boost Employee Performance

The employee performance is also a key factor in customer satisfaction and overall efficiency of the business. With the help of virtual queuing and digital customer experience the employee workload can be easily reduced. As the wait time is very less, so there is not much chance of crowd formation or any such problem with the customers and visitors waiting in the waiting areas. Moreover the sales agents and server also get help from the queue management system dashboard and the system can also aid the service delivery process by automatically preparing the agents for the next customer. This way the employee workload can be significantly reduced. A single customer service agent can serve more customers in a single shift. Which boost their performance. The queue management system also closely monitor the performance of the staff and help the businesses and management to effectively utilize resources for best performance.

For example, some employees perform better with the services they are experienced in and some perform better for certain services and vice versa. This can be analyzed with the help of KPIs monitoring tool. The information can be relayed to the HR which can later help training programs or transfer human resources and deploy them as per their skill set to obtain maximum employee performance and overall business efficiency. Good employee performance also help improving customer journey and customer satisfaction. The employees who are working under a pleasant environment with balanced workload are tend to deliver high quality services thus ensuring better customer experience and higher customer happiness.

Virtual Queuing and Digital Customer Experience – System Integration

The virtual queuing and digital customer experience management is not as that simple. In fact it is a very complex and sophisticated process. The SMEs and SMBs can equally benefit from the virtual queuing and digital customer experience strategy as the large banks, healthcare facilities, educational institutes and large enterprises. Any digital solution or system requires data to operate at optimum levels. For that the system integration is done. The system integration is a technique used to push and pull data from a system. Usually every business have a central information system which is lined to a tool or software that is responsible for the most of the operational activities. That is why a queue management system and digital customer experience solution can be integrated with the central information center or with any other third-party system or tool to ensure automatic data synchronization. The integration also paves the way for various innovative features which can be added to the system to improve digital customer experience and to increase customer happiness and satisfaction.

Virtual Queuing and Digital Customer Experience is a Key to Long Term Growth

The growth of any business depends on two main things, one is customer satisfaction and the second is right strategy and policy. The customer happiness and customer satisfaction drive customer loyalty and help improving customer retention rates. Studies have shown that it is almost nine to twelve time less expensive to sell to an existing customer rather acquiring a new customer. There are various studies that shows that a business’s reputation and its brand image can impact its marketing campaigns too. If a business has good reputation and a positive brand image the return over its marketing investments would be better comparing to a business with bad reputation or negative brand identity. The loyal customers and customer retention is considered to be the foundation of the long term growth. Customer happiness and customer satisfaction drive customer loyalty. The loyal customers are more likely to do repeated business and are also tend to be a good brand advocate and help promoting the brand.

In addition to that the virtual queuing and digital customer experience help businesses optimizing the resource consumption and improve employee performance as well. The digitalization and automation also help automating various business processes and reduce customer journey steps. Collectively these all factors result in per service cost reduction. Which ensures high productivity and profitability. That is why the virtual queuing and digital customer experience is a key to long term growth.

Conclusion

The virtual queuing and digital customer experience help businesses improve customer journey and ensure customer satisfaction. The customer happiness and customer satisfaction is achieved by reducing the customer efforts and by enabling the business to reduce the wait time. It also help businesses to optimize various business process and also help improving service delivery mechanisms. The virtual queuing and digital customer experience help improving staff efficiency and increase the overall operational capabilities and productivity of the entire business. All these factors contribute in customer retention and help earning customer loyalty. The virtual queuing and digital customer experience also help collecting data insight and customer feedbacks. Which can be analyzed to make changes for the improvements and to build future strategies that drive higher profitability and customer satisfaction. The purpose of this blog was to emphasize on the importance of the virtual queuing and digital customer experience. If you need more information about the topic or need our help with your queuing needs or customer experience transformation, feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

January 19, 2022February 26, 2022

Business Process Optimization Using Queue Management System Business Intelligence Data

Business process optimization is mainly done to improve customer journey. The customer journey and customer experience is crucial for customer centric businesses. In order to delight their customers businesses heavily rely on digital solutions. The queue management systems, CRMs, ERPs, Online Portals, Digital communication and smartphone apps are the most commonly used digital tools in Dubai and all around the UAE. Modern day queue management systems doesn’t only offer queuing solutions, in fact the most important aspect of a queue management system is its queue analytical data which is also referred to as business intelligence data. This data is vital for any business’s growth. Businesses use the business intelligence data gathered from queue management system and other systems to analyze and assess their business processes, strategies, practices and even the entire organizational culture. The primary objectives of collecting and utilizing business intelligence data is to boost operational capabilities, improve products/services, increase employee performance, and the most important is to enhance customer journey and experience to ensure ultimate customer satisfaction.

The customer satisfaction is what every business wants, because it leads to higher customer retention and it maximize customer loyalty. A loyal customer base is a foundation of long term success. Businesses need customer loyalty to expand and grow. If a business keep losing precious customers, no matter how many more they are adding to their sales funnel, eventually their growth will be halted and soon they will start getting decline in sales and revenue. It is due to the brand image and brand reputation. The loyal customers help improving brand reputation and add credibility to the brand name, however, the customer who are quitting with you are causing the reverse effect. It all depends on customer happiness and customer satisfaction and the customer satisfaction revolve around the customer journey and customer experience, which can be assessed effectively by a queue management system. In this blog we will cover all the details about collecting, analyzing and implementing business intelligence data from a queue management system to optimize relevant business processes.

Collect Data at Customer Sing-Up Step

The very first interaction of a customer is at the sign-up stage. The queue management systems allow various different options for sign-up. The modern day queue management systems also provide facility to sign-up remotely and also support mobile sign-ups. These all different channels can be utilized to collect use details and other relevant data. The RSI Queue Management System [LINK] is a data driven tool, and it allow businesses to add customize fields and enable them to collect various details at the sign-up process. Furthermore the businesses can also use different channels for different inputs. For example, the sign-up kiosk at the business’s premises is suitable to scan RFIDs, Smart Cards, EID Cards, and Passports and much more. However, if you are providing your customers with SMS sign-up facility, then they won’t be able to input that kind of data. The businesses have to be innovative and creative in order to collect the right data from the right channel.

Another important thing to consider is the customer experience. For example if a customer is signing-up from an interactive kiosk and there is a huge form to fill-in, then obviously this would bother them, in addition to that there could be mismanaged queues for the sign-up which is extremely bad for the customer experience. Taking some inputs at the check-in step is important it allow businesses to set-up certain work flows and logics which further help them to segregate customers easily and such data can also be used to route the customers to their dedicated lines, which significantly reduce their wait time. Furthermore businesses can utilize this data to understand which services the customers are using the most and it also help them to speed up the service delivery process by automatically pushing relevant information to the service agent’s dashboard.

Log Customer History to Improve their Service Experience

The customer experience is the ultimate goal for any business. Businesses invest huge amount or resources and money to improve customer experience. A queue management system collects and compile history logs for any customer. A business could be offering dozens of services with dozens of counters in a single branch while having hundreds of daily customers. It is extremely hard for the service staff and also for the customer to remember the details. However, a queue management system can keep and maintain the history of all of the customers and service agents such as, the list of all the services availed by the customer in the past along with the details of which service agents served them in past, etc. The queue management system can relay this information to the customer service agent’s dashboard as soon as a customer reached them. Especially the information about their last visit is important and would be very helpful to the service agent.

As the customers always expect from the business to treat them exclusively and give them importance, however it is impossible for the service agents to remember every customer’s history and past visits, that is why when a customer feels that the service agent knows all the details about their past visit and even previous history they feel better and feel that the service agent will be able to help them more effectively. This enhances their experience and also make it easy for the service agent to satisfy the customers and offer them a better solution to their problem. Furthermore the service agent can also check the entire details of their past visits such as their waiting time, the service agents, even their feedbacks and chats. Those details are very helpful in serving the customers and also leave a good impression on them. When the customer knows that the business keep record of everything and utilize it to improve the service quality they feel more connected to the brand. It also help improving brand reputation and customer loyalty which is a key to success.

Collect Branch Traffic Data to Improve Customer Journey

The branch traffic data is very important, most of the time businesses do not pay much attention to it. The branch traffic data monitor and log all the details about the customer traffic along with the time and various other details. This detail provide a clear picture of the busy hours, busy days and it also logs which service was availed the most and which counters were busier. Most of the time a business offers multiple services and it usually have different counters dedicated for different services, this is done for several reasons such as improving customer flow and service quality, dealing with different priority levels of the customers and sometimes certain staff is trained only in certain services. This is very common in businesses in Dubai and all around the UAE. So, if a queue management system can provide all those details then it is easier to understand the chock points and businesses can easily identify the flaws in their policy. With the branch traffic data businesses can easily rectify such issues and get their staff ready for any expected situation.

Moreover the businesses can also link this data to other tools and systems such as with their online appointment booking module or virtual sign-up channels to provide their customers with the details and expected scenarios for the time of their visit. Hence the customers can also plan less busy hours to ensure quicker service delivery and lesser wait time. The staff can also be prepare for the busy hours and the business can also utilize their resources more effectively to ensure a smoother customer journey.

Collect Customer Flow Stats to Improve Policies

Collecting customer flow stats and analyzing them is very important especially for the businesses who offer stepped services or who different priority levels for different customers or groups of visitors. Businesses have set policies and strategies to route customers according to their service type and their priority level. There could be different priority levels, such as VIP, Premium, and People with special needs and so on. Similarly for different service there are exclusive counters too. Some services are technical, some require non-technical assistance or any other such category is defined for the services. Along with all those variables there are certain scenarios too that require management and real-time decisions. A queue management system is capable enough to handle all those details by itself. All this is achieved with intelligent algorithms and AI (artificial intelligence) based software management tools. These tools are automated but require basic inputs from the administrators.

All those inputs are according to the policy of the business. For example, if a customer signed-up in a wrong queue and the customer service agent realized it only when the customer arrived at the counter. Some businesses allow them to shift the customer to the next available counter and get them the service immediately and some requires the customers to sign-up for the other counter again and wait in the respective queue. Similarly there are several other scenarios, all these scenarios are handled by the queue management system in real-time and all the decisions are made as per the pre-programmed company policy. A queue management collects all such details and make them available in the form of reports which a business can use to assess the effectiveness of their policy. Business can improve their policies and make changes in their operational processes to make sure the customers will get the best experience hence the customer journey can be improved drastically.

Measuring KPIs and Efficiency Metrics

The KPIs or Key Performance Indicators are crucial for businesses. A queue management system can provide deep insight into the individual employee performance as well as the performance of the departments, teams and branches. It provide quantifiable KPIs for all customer facing employees. The in-built analytical engine and statistical data formats allow the businesses to compile different reporting formats such as detailed reports, summary reports or even trend reports. Thus the businesses can easily analyze which employee’s performance is getting better and who is not performing well. Such data can be relayed to the HR department so adequate actions can be taken to help employees boost their performance. Business can also share KPIs data with the individual employees to boost up their morals and to encourage them to perform well.

The queue management system can also measure the service delivery time and various other details which provide businesses with the information about the efficiency of the interlinked departments and systems as well. This also give them a chance to accurately assess the performance and efficiency of the employees, systems and mechanisms that are involved in the customer journey. The queue management system can accurately measure the number of customers served by a particular agent, time spent on each customer and each service delivery, etc. This will help them allocating the bottlenecks and aid them in forming new policies and making changes in the business processes to improve overall efficiency. Such way businesses can utilize resources effectively and boost their operational capabilities and work efficiency without adding any strain on the expense or per service cost.

Collect Customer Feedback via Queue Management System

Collecting customer feedback and asking them about their opinion of suggestions has become very common in Dubai and all around the UAE. Businesses uses different mediums, channels and tools to collect customer feedback. The government itself is stressing a lot on the importance of customer happiness and customer satisfaction. There are several tools that allow you to collect customer feedback data and analyze it. However, these days all modern queue management systems comes with in-built customer feedback collection tools. This is due to the importance of the customer feedback data in the business intelligence data. When a business collects customer feedback data using a queue management system it provide them several advantages which are not possible with mostly off-the-shelf solutions. The customer feedback collection also help building trust and establishing good relationship with your customers. The customer feel the business seriously care about their feelings and is eager to know their opinion and feedbacks. This improve customer experience and increase their loyalty.

When a queue management system is used to collect customer feedback data, it not only simplify the process for the businesses but it also simplify it for the customers too. Which results in higher response rate and improved data quality. A queue management system can link the customer data and their ticket time and several other details to their feedback data, hence the customers are no longer required to input their basic information or identification details. All these details along with the service they have availed and the details of the service agents are already mapped to the customer feedback and made available in the system. This makes it easier for the businesses to analyze the data and also help them on later stages such as closing the customer feedback loop, etc. The businesses can also link the customer feedback data with other systems and the central information center which simplifies various business process that involved in analyzing the customer feedback and taking actions on it. The businesses can combined other performance and KPIs data along with the customer feedback data to further improve the accuracy and quality of the data. Which can help them to improve customer journey, customer experience and quality of the service.

Integrate Queue Management System Business Intelligence Data

The data integration is one of the basic feature of any modern day digital system. Whether it is a customer satisfaction solution or an operational process management tool the data integration with other systems and databases is must to ensure the maximum outcome. A queue management system can easily allow integration with other enterprise tools and organizational systems via APIs or secure web services. This data integration allow the management to improve several internal processes and work flows. For example the business intelligence data can be automatically relayed to the concerned department in real-time along with notifications and alerts for important events. This not only simplify the communication between several departments but also make it easier for the management to take quick actions if needed. The queue management system can also collect data and integrate it into its business intelligence data to further improve the quality and accuracy of the data. The integration is a two-way communication, it means that the queue management system can push data to other systems as well as it can pull data from them to ensure maximum operational efficiency and productivity of business processes.

Conclusion

Every business wants its customer to be satisfied and delighted by the service/product and interaction they have with the business. Businesses in Dubai and all around the UAE invest huge amount of their revenue in customer satisfaction whether it is improving customer service quality, product development or brand reputation, whatever can please your customer is important. A queue management system is a central point of managing customer journey which drives customer happiness and customer satisfaction. These days a queue management system not only used to manage queues and customer flow but it is also used to gather crucial business intelligence data. This data can help businesses understand the needs, demands and expectations of the customers as well as it provide a deeper insight to various business processes and also help highlighting areas of improvement.

That is why businesses need queue management system business intelligence data to improve their productivity, profitability and efficiency by improving various business processes. RSI Concepts is a leading brand of queue management system and we also provide customized solutions to meet the very specific needs of our clients. If you want to learn more about the topic or if you have an enquiry please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: The Ultimate Guide to Queue Management

January 18, 2022February 26, 2022

Why Restaurants Should Follow McDonald’s Self-Service Queue Management Strategy?

The businesses in Dubai and all around the UAE are adopting self-service solutions to enhance their customers’ experience and to boost their productivity and efficiency. Earlier, restaurants and fast food services were not as that interested in adopting to such innovative solutions. When McDonald’s introduced self-service food ordering kiosk, everyone noticed, both the customers and the competitors as well. People started enjoying the experience of being able to order instantly without lining up in long queues. The other businesses should also learn from this example. In fact the self-service market had witnessed a huge growth all over the world. Businesses from all sectors are trying to implement self-service technologies to improve their customer experience and to reduce the service cost. The fast-food restaurants and food industry have reported a significant growth after deploying the self-service solutions. In this blog we will discuss why other restaurants should also follow the McDonald’s self-service kiosk and queue management solution to boost their sales, productivity, profitability and customer happiness.

Reduce Customer Wait Time and Customer Churn

The customer wait time is the single most destructive element of the customer journey and is considered to be responsible for almost 30% to up to 80% of the customer churn. The customer churn means a customer who is already willing to make a purchase or convert, leave without converting. In case of food and restaurant businesses this is due to long queues and crowd formation in the restaurant. Consider yourself in a hurry to have a meal at the lunch time or either a dinner. You have planned to go for a McDonald’s meal and as soon as you reached there, you saw too many people waiting in long lines, will you happily wait there or will you look up for other options? Of course almost 8 out of 10 people would at least consider looking up for other available options rather waiting in the long queues. And whoever will wait in the queues they will be unhappy with that. Resultantly the customer experience is ruined and the customer churn rate will also rise. However, when there is a self-service kiosk the customers don’t have to wait in the queues, they can simply place their order from the interactive touch screen food ordering self-service kiosk.

Improve Customer Experience and Gain Customer Loyalty

The McDonald’s self-service queue management strategy have many benefits. It provide a lot of chances to improve customer journey and customer interaction. For example, if a customer comes to a restaurant, he/she had to wait in the queue for let say 10 to 15 minutes or even more, at the end when they will reach at the counter, the customer service agent or cashier ask for their order, they immediately tell them what they need, then the cashier start up selling them without realizing that the customer is already anxious and stressed due to the waiting time he/she spend in the queue. This could further ruin the customer experience. However with a self-service queue management strategy the customer can simply place their order from the food ordering interactive kiosk. The restaurant can provide large and detailed menu on the bright large display screen, along with the suggestive items or promotional items that can successfully up sell without bothering the customer. As soon as the customer finalize their order they got signed up for the queue which significantly reduce their wait time.

The customer can also avail facility to pay with multiple different payment methods which is also very convenient for the customers. In addition to that another big advantage of the self-serving queue management strategy is that the customer always get the correct order, as they themselves are placing the order from the self-service food ordering kiosk, so there is no chance of cashier or sales agent mixing up their order with someone else or any such thing. This could significantly improve the customer experience and ensure higher levels of customer happiness and customer satisfaction. The customer happiness is a key to customer loyalty and the customer loyalty is a key to success for any business. The loyal customers stick with the brand, it is hard to switch them, they often neglect any bad experience and they tend to be a good brand advocate in real-world and in social media and online. This provide a great long term advantage and help improving brand image.

Enhance Communication and Increase Customer Engagement

Customer engagement is very important to add excitement to the customer business relationship. The interactive self-service kiosk comes with a medium sized bright touch screen display. Which could attract customers from far away. Sometimes it happens that we planned to buy something and went to the market or mall, suddenly a bright screen displaying a great offer that caught our eye and instead of going as per the plan we decide to first inspect what they are selling. Same is applicable for the restaurants and the fast-food businesses, especially the one who are located in a food court or in the area where other businesses from the same category are also located. Anyway, when a customer reaches to a digital kiosk either for information or to place an order, the restaurant can increase customer engagement by running promotions, providing information about latest offers, etc. Such communication strategies are great to increase customer engagement and also help improving the sales.

Improve Employee Efficiency and Quality of Service

The interactive self-service kiosks are not used to replace the employees. In fact the interactive self-service food ordering kiosks are used to divide the foot fall of the customers and reduce the work load of the employees. The balanced workload ensure highest work efficiency and better order accuracy. It also reduce the queues hence it also help the employees to provide better service and makes it easier for them to satisfy their customers. When the employees have too much workload and at the same time the customers have to wait for a long time in long queues, it is harder to deliver a satisfactory service. However, when the customers are divided between the self-service interactive food ordering kiosk and the counters then both the employees and the customers have less strain and it is easier to make them happy and satisfy.

Increase Sales and Revenue

The self-service food ordering kiosks have several benefits for the customers and the employees along with that it is great for generating more sales and revenue for the business. The interactive user interface allows the customers to easily navigate through the menu and it can also suggest products, add-ons, special offers, etc. Which makes upselling easier and more convenient. For example, if a customer is ordering for a regular meal, at the checkout step the kiosk can suggest them some add-on or soft-drink or fries or any sweet or any such thing, and most of the time the customers add them to their menu that is how the interactive self-service food ordering kiosks can help businesses in upselling. The self-service interactive kiosk doesn’t require any staff, it is fully automated and it can be a great alternate to adding more counters. In addition to that there is no regular or monthly expense of the self-service food ordering kiosk, it doesn’t require much maintenance, and the entire operation is fully automated. The interactive self-service kiosks technology have a longer lifecycle and can last for years without needing any upgrade or modification. This makes it a very cost-effective solution in long terms.

Easy Scalability – Aim for Future

The interactive self-service food ordering kiosks are built on a most widely used computer technology, which makes upgrades, expansion and modification in the system very convenient and cost effective. Usually the interactive touch screens comes with in-built computer. The computers runs on Windows or Android, both are the most widely used technologies. The restaurants can easily acquire a company to develop the required solution for them. The customization cost is also very less and the upgrade or modification is also cost-efficient. There are tons of peripherals and accessories available in the market that can be integrated with the interactive self-service kiosks to enhance its functionality and to improve the user experience. In addition to that the self-service queue management system is based on a centralized server, which allow the businesses to easily add more kiosks at any time and any place. The centralized information center also enables remote management and monitoring features and allow the businesses to manage the entire network from a central location (such as head office) or even from any remote location via internet. These features makes it a future ready tool and also help businesses to minimize their cost in upgrades and customization.

Business Intelligence Data Collection and Customer Feedback

The interactive self-service food ordering kiosk is a great tool for self-service queue management strategy. It also collect business intelligence data from various touch points in the customer journey and also help businesses understand the popularity of certain products and aid them in communication and marketing strategies. The system can provide in-depth system usage and statistical data with in-built analytical tools and various reporting mechanisms to compile actionable reports from the business intelligence data. Moreover the self-service interactive food ordering kiosk can also be used to collect customer feedback. The restaurants and businesses can conduct short customer feedback surveys and polls via the interactive kiosk. Which can provide further insight to the customer’s mind and let businesses understand the demand, needs and expectations of its customers. The restaurants and businesses can use the businesses intelligence and customer feedback data to identify the areas of improvement and then they can lay down their future strategies and make policies that suit best with their customers and business goals.

Conclusion

The McDonalds’ self-service queue management strategy was a great idea. It not only helped them to boost their operational efficiency but it also increases customer satisfaction and sales. There are several factors that can contribute to customer journey and customer experience. Bad customer experience and long queues are the major cause of customer churn which deprived the restaurants from valuable sales. However, by deploying an interactive self-service queue management strategy a restaurant can enjoy various advantages such as improved customer experience by reducing wait time and offering instant service via interactive self-service food ordering kiosks. Moreover the restaurants can easily increase customer engagements and improve their upselling as well. The interactive touch screen based digital menus attract more customers and also improve the size of each sale by suggestive marketing techniques and appealing promotional campaigns. The customers who are using the food ordering kiosks can easily explore the entire menu, hence there is no chance of error or mistake in the order.

The restaurant can also utilize the business intelligence data that is collected from the self-service food ordering kiosk and system which is very helpful in making improvements to ensure ultimate efficiency and customer satisfaction. The customer feedback collection is also a great tool to acquire first-hand business intelligence from the customers. RSI Concepts is a leading customer satisfaction provider specialized in interactive self-service solutions. If you want to learn more about the topic or if you have an enquiry please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: Why Bank should Integrate Appointment Booking System with a Queue Management System?

January 5, 2022February 26, 2022

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

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

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

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

Introduction to Queue Management System

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

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

Introduction to Appointment Booking System

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

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

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

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

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

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

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

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

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

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

Conclusion

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

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

January 5, 2022February 26, 2022

Why Small and Local Businesses Need a Queue Management System?

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

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

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

What is a Queue Management System?

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

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

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

Advantages of a Queue Management System for Small and Local Businesses

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

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

Queue Management System Reduce Wait Time

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

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

Read More: Queue & Waiting Time Management

Queue Management System Improves Employee Efficiency and Profitability

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

Queue Management System Increase Customer Loyalty and Ensures Long Term Growth

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

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

Queue Management System can Gather Business Intelligence and Customer Feedback Data

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

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

Conclusion

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

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

Check out this blog: Manage Patient Appointment and Journey with Queue Management System

November 17, 2021February 26, 2022

Manage Patient Appointment and Journey with Queue Management System

For any healthcare facility, clinic or hospital the most important thing is to manage the patient flow and keep them calm. As generally when patient visit hospitals they are already stressed, anxious, worried and at unrest. It is extremely important that the hospital or the healthcare facility provide them services in a most convenient way possible. This could be a great relief and it also help the hospitals and clinics to improve the patient journey. Regardless of the industry, for any business it is extremely important to maintain a comfortable environment for its customers. The customer happiness and customer satisfaction is a key to success. The satisfied customer are more loyal and it is easier and less expensive to do business with them again. The studies have shown us that it is nine to twelve time more expensive to acquire a new customer comparing to selling to an existing customer.

If a business fails to satisfy its customer, eventually it will lose them. The Dubai and in fact the entire UAE is a very competitive market, the customers here are more aware and conscious about their purchase decisions and they simply have too many options to choose from. One bad experience could repel them from your business and one satisfactory experience could establish a long term relationship with them. That is how important it is to offer a satisfactory customer experience. When it comes to the hospitals, clinics and other healthcare facilities it is even more important to satisfy your customers and provide them a pleasant waiting experience to ensure a great patient journey.

Here is how a hospital, clinic or any healthcare facility can manage the patient appointments and patient journey with the help of a queue management system:

How a Queue Management System Improves Patient Journey: Reduce Wait Time

A queue management system is a great tool to streamline customer flow and to reduce the patient wait time. The manual patient queues are difficult to manage and there are so many other problems too which deteriorate the customer experience. The manual queue management also put more pressure on the staff and the crowd formation and congestion is a common siting. A digital queue management system can prevent all these problems and it has many other added benefits. One of the most important factor that impacts on the customer journey is the wait time. It is crucial to minimize it. When patient reached to the hospital or any healthcare facility they want to get treated immediately. Everyone is in hurry and in an uncomfortable state of mind, which makes it even more difficult for the staff to manage manual queues. However a digital queue management system can manage patients easily, everything is automatic, the patients can easily be routed to their designated paths, there is no staff involvement so patient often don’t have too many complaints.

There are two types of waiting time, one is the actual waiting time and the other is the perceived wait time. The actual is obviously the actual time that has been passed from the sign-up till getting the service. However, the perceived wait time is the time a customer or patient feels while waiting in the queues. The perceived wait time is always a big problem, if the hospital or healthcare facility failed to offer a better waiting experience the perceived wait time could go higher which only adds to the stress and worriedness of the patients and their attendants. However with some small things the perceived wait time can be reduced a lot. If the hospital or healthcare facility deploy some digital signage with engaging content or relevant information running on them the patient could be engaged in to it. If there are audio announcements and complete queuing updates on the signage displays, that will further increase the patient engagement and reduce the effects of perceived wait time. This way the patient journey can be improved.

Read More: Queue & Waiting Time Management

How a Queue Management System Improves Patient Journey: Offers Online Appointment Booking

These days’ people are more concerned about their safety and health, especially when people are visiting hospitals, clinics, pharmacies and other healthcare facilities they are have more health concerns. For that hospitals and healthcare facilities are deploying modern queue management system which enables the patients to sign-up remotely and book appointment to plan their visit before arriving at the hospital. The integration of the virtual queuing components enables the patients to arrive at the very exact time of their turn hence they don’t have to wait inside the hospital. The patient can be provided with multiple mediums and platform which they can use to sign-up for the queues or to get information and updates. The customer can use their mobile phone applications, online customer portals, website, SMS, email and call or any other medium to sign-up for the queue. Once they are signed-up they will receive an electronic ticket or e-ticket which will be their ticket number for the queue. The queue management system will keep sharing the updates, notifications and alerts to keep the patient up to date. Hence the patient can plan to arrive at the very time when their number will be called.

Another advantage of allowing the online and digital channels is that the customer can sign-up for the queue before leaving from the home or even during their travel to save a lot of waiting time. The patient also get all the real-time updates through the SMS, WhatsApp, Mobile Apps, Customer Portal Dashboard, etc. The customers who are planning their visit for a regular check-up or examination or to collect their reports or any such tasks can utilize the appointment booking system to choose the time, date and even doctor of their choice. The online appointment booking portal provides all the relevant information along with the availability of the doctors or testing facilities, etc. The queue management system collects the statistical data which can be provided to the patients as well to let them plan their visit. For example, if the Wednesday of last week is busier than the normal, the patient will be informed about it and they can chose any other day to ensure they don’t have to wait much and so on.

How a Queue Management System Improves Patient Journey: Improves Patient Engagements

The queue management system also improves patient engagements and let the staff communicate in a better way. If the patient book an online appointment and in case there is any change in the plan for example, the doctor the patient is intended to meet is unavailable or on an emergency duty then the hospital can notify the patient and also suggest them with alternates or let them reschedule their appointment. If the customer chose a remote sign-up method and they still haven’t arrived, and any unexpected situation occurred, the staff can immediately notify the patient for the delay, or the queue management system can also be configured to automatically respond and update the patients to notify them in-time. The WhatsApp is the most popular communication/messaging application in the entire UAE. The WhatsApp queuing enables the patient and the staff to communicate with each other. If the patient have any concerns they can also text to the staff and ask them about it. For example, the patient is coming to collect a test report, they got stuck in the traffic and they are sure they won’t be able to reach in time by their turn. In such scenarios they can request the staff to take adjust their queue accordingly.

The appointment booking and queue management system also provide great business intelligence to the businesses as well. The hospital or any healthcare facility staff got the information and trend reports on their dashboard which help them manage the appointments and queues accordingly. This prevent any delay during the patient journey and help them improving the patient experience. The communication, live updates and other information increase patient engagements. The queue management system also display engaging content on the digital signage screens along with the live queuing updates. Which increase patient engagements and improve their waiting experience. It also help reducing the effects of the perceived wait time and improve the overall patient journey.

How a Queue Management System Improves Patient Journey: Personalized Patient Experience

The patient data is already stored in the central information center or main database of the hospital or any healthcare facility. The queue management system have a great feature which enables it to integrate with third-party tools and other databases and it can linked to the central information center as well. The data can flow in both direction, hence the data from other systems can be provided to the queue management system and its data can be provided to the other systems as well. The queue management system can identify the patient during their sign-up process or if a customer had made an appointment via online or any other digital channel such as the mobile app or WhatsApp or even SMS the system can still identify the patients. This enables the staff and the management to extract the required information form the database beforehand which is required to provide a personalized patient experience. The personalized patient experience makes it easier for the patients to interact with the healthcare facility and it also increase their happiness. The staff can also utilize this data to expedite the service delivery process and the data can also be used to automate several tasks which reduce waiting time and service delivery time and enables a single service staff to serve to more patient in a single shift. Hospitals and healthcare facilities can easily optimize their performance and operational efficiency with the use of a digital queue management system which also improves patient journey and increase their loyalty.

How a Queue Management System Improves Patient Journey: Collect Patient Feedback and Business Intelligence Data

The patient feedback is very important, it not only provides you a comprehensive detail of the entire patient journey but it also help identifying the areas of improvement. The patient feedback collection also have a very positive impact on the relationship between the patient and the healthcare facility. When your patient knows that you want to learn about their experience and you are interested in rectifying the problems they are facing during their patient journey, the patient feel more connected and they trust more on the brand. This increases their loyalty and trust on the brand. That is why the patient feedback is also very important. With the help of a modern queue management system the hospitals, clinics, and all other healthcare businesses can collect the patient feedback from multiple channels. For example if the patient used the online portal the email and the online patient dashboard can be used, if the patient used WhatsApp then the same can be used for the feedback collection and so on. Moreover different patient feedback surveys can be pushed through different channels to maximize the response rate and to improve the data quality of the patient feedback.

The queue management system are also very capable in collecting the statistical data and other valuable information which can be very helpful in identifying the flaws and areas of improvement in the entire operation. The queue management systems can also monitor and measure various KPIs (key performance indicator) for the employee to evaluate the staff performance. The queue management system can collect the precise data about the number of patient being served on a particular day or during a particular time period, and they can also provide information about the most availed services or most popular laboratory tests or even most popular doctors and so on. The system monitor each and everything and then analyze the statistical data as per the in-built algorithms and compile it in an actionable reporting format with flexibility to customize these reports as per the needs of the management. This provides a deep insight to the entire operation and provide all the required details to make informed decisions. The management can also setup new policies and strategies for the future on the bases of the business intelligence and then they can also quantify the impact of their policies and strategies with the help of the business intelligence data. These features significantly improve the decision making which results in satisfactory patient experience and excellent patient journey.

Conclusion

A queue management system is a necessity for the modern day queuing needs. The Dubai and in fact all around the UAE the customers in general demands very high standards and excellent quality services. The businesses and healthcare sector is investing huge amount in digital transformation. The patient experience and patient journey is very important for any healthcare business. A queue management system is very helpful for hospitals, clinics, pharmacies, testing facilities and other healthcare establishment. It provide them a chance to better understand the ongoing trends, their patients’ behavior, needs and desires. Hence the management can build new strategies and setup new policies to enhance the patient experience and patient journey. In general when a patient arrived at any healthcare facility or hospital they are already stressed, worried and sometime they could be in a very unpleasant state. That is why it extremely important that the management ensures a smoother and quicker patient journey with a satisfactory experience. RSI Concepts is a leading queue management system provider in Dubai, UAE, if you need any help with your queuing needs or want to learn more about the subject? Feel free to reach us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: Improve Customer Journey with Queue Management System Business Intelligence

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 15, 2021

Queue & Waiting Time Management

Queue and waiting time management is a crucial part of the service-based industry. Businesses and organizations in Dubai and all across the UAE are eagerly seeking ways to improve their queue management and customer wait time management. Basically, the customer journey and customer experience are what will decide if a customer will do business with the brand or not. If a customer has a bad experience they will most probably avoid that brand, if they had a good experience they will prefer to deal with the same brand again and again. This is what is called customer retention. Customer retention is based on customer loyalty, customer loyalty heavily relies on the customer journey and customer experience. The customer journey and customer experience are heavily depending upon the queue and waiting time management. It might look like a long shot but it isn’t. These all factors have cascading effects and act like dominos, one’s fall leads to the fall of the next and eventually, the entire structure falls apart. That is the reason why queue and waiting time management is so important.

The cost is also an important factor, it reduces profitability. If businesses are adding up new counters and hiring more staff, it is easy to understand that this will have a cost and running expense also. If businesses are not adding more counters they will fail in reducing the wait time, as a result, the customer churn rate will increase, the customer retention will decrease and customer loyalty will decrease. On top of that, the business will lose its reputation. A negative brand identity is very bad, it affects everything. It directly impacts the cost of acquiring new customers and the businesses will end up investing a lot in the marketing and brand identity building efforts. However, a simple queue management system can save it all. The queue management system not only makes the queue and waiting time management easy but also has other benefits such as improving customer journey and experience, collecting customer feedback and business intelligence data, etc.

Here are some benefits of a queue management system and how it can help businesses and organizations in the queue and waiting time management:

Queue Management System Manages Customer Flow and Organizes Queues

The entire service-based industry in the world is investing a huge amount of hard-earned revenue and resources to improve customer experience and customer journey. From interior and lighting to wait for time and agent’s behavior everything contributes to the customer experience and customer journey. Businesses and organizations in Dubai and all around the UAE are eager to improve customer journeys and customer experiences. The wait time has a huge influence on customers’ experience. Several studies have shown that an average wait time threshold is 10 to 13 minutes only, which in most cases is even more than the service delivery process. Any time longer than that will start impacting customers negatively. As much as the waiting time increases from the threshold limit the customer experiences a decline. That is why the reduction in the wait time is the top priority. Obviously instant service delivery requires a huge number of active counters, which requires a large number of trained employees, and that cost is not realistic. The businesses should optimize the number of counters and the wait time to achieve a balance that can provide optimum customer waiting time and also ensures maximum profitability.

A queue management system is a very capable tool, it controls and manages the customer flow. The sign-up and customer flow are digitally controlled. There is no human factor involved. This makes the process very efficient and agile. The customers and visitors also don’t have many complaints. As the system is controlled by the computer so customers and visitors also tolerate much more. The well organizes customer flow reduces the wait time and also help the employees to focus on their primary tasks, which is service delivery and related jobs. This expedites the service delivery processes as well and further help to reduce the wait time.

Queue Management System Reduces the Actual Wait Time and the Perceived Wait Time

Another advantage of a queue management system is that it also help improving the ‘perceived wait time’, the perceived wait time is always longer than the actual wait time. For example, when a customer is sitting in the waiting area, they might think they are waiting for too long, however the actual time spent is not that long. This is something that involves human psyche. Our brain tend to perceive time slowly if waiting in a bored environment. A queue management system includes large digital signage screens. These screens can play multimedia content which can divert customers form waiting time. This improves customer engagements. Moreover the screens also display live queuing information and ongoing activates along with audio announcements, which also keep the user distracted, active and engaged and the perceived wait time get reduced. Thus the queue management system not only reduce the wait time but it also help improving the waiting experience.

Queue Management System Automates Customer Journey and Reduces Wait Time

The queue management system are very helpful in automating the customer journey and customer routing. Most often in Dubai and all around the UAE businesses are offering multiple services through multiple counters. There are two major factors that can improve customer flow and customer route, one is the smart load management for each counter, and the second is automatic customer journey and customer routing management. Each business has different methods and businesses practices, the queue management system helps implementing company policies easily. If a business has multiple branches the head-office can implement the company policy instantly throughout the entire network. The customer routing and load management could also be configured as per the company policies. Each employee works differently some are more capable some are less. Some perform better is busy hours some couldn’t. These all things impact the customer journey and customer wait time. In case of stepped services, where a single service delivery requires a customer to reach to several or at least more than one counter is a bit more difficult to manage manually, however with a queue management system the customer routes and journey can be managed automatically as per company’s policies. This saves a lot of time and accelerate the customer flow.

For example, a business have five counters with ten different services. The first two counters are only exclusive for the top two services and top two of the remaining services can be delivered by any counter and rest can be delivered through the three other counters. That may sounds like a very complex scenario but it isn’t. Usually businesses divide their counters and services to improve customer experience, employee efficiency and profitability. Let say the two agents out of the five are more trained and experienced so assigned to deliver complex services or for VIP or Premium customers. The remaining staff is sufficiently trained for all other services. If the customer journey and customer journey and customer routes are managed manually, it could be a big hustle for both the customers and the employees as well. This is where a queue management system significantly improves productivity and profitability. The entire process can be automated, the customer journey can be cut short, the wait time will be reduced and the employee performance will be increased. This will result in better resource management and due to automation only a limited amount of human resource will be needed which will increase the profitability.

Queue Management System Help Managing the Queues and Reducing Wait Time by Improving Employee Efficiency

The employee efficiency plays an important role in customer wait time. If your employees are efficient and proactive they will be able to work efficiently and they will also be able to deliver good quality of work which will increase customer happiness and customer satisfaction. Without a queue management system the employees will have to manage the queues and customer flow manually. They could easily get distracted from their primary tasks. They could easily get overloaded during the busy work hours. The employees will fail to perform at their maximum efficiency. Which will further increase the customer waiting time. There are other aspects too such as when queues are managed manually customers have too many complaints about the mismanaged queues, employees, line jumpers, etc. Customer could easily end up in wrong queues which will again create problems for both customers and the agents. Such things will keep the employees busy in managing and calming the customers and visitors, which will reduce their performance and efficiency. The employee will be exhausted during the initial few hours of their shift, which also impacts the customer experience and increase wait time.

With a digital queue management system the employees don’t have to worry about such things. They can easily focus on their primary tasks. The queues, customer flow, and the entire customer journey will be managed by the queue management system which itself reduces the wait time a lot. Moreover the employees will have more time to perform their pre-sale and post-sale tasks, which will reduce the service delivery time which results in less waiting time. Moreover when the employees work under a balanced workload they don’t stressed out and they remain more focus, sharp and active at their tasks. These factors not only increase employee efficiency but they also help improving the customer journey and customer waiting time.

Queue Management Systems Collect Business Intelligence Data

The queue management systems collect business intelligence data to identify the areas of improvements and factors which are impacting the queues and customer waiting time. The businesses intelligence is a collective data coming from various feeds and sources. The data is then processed and compiled up in actionable reports. On the bases of this data the businesses can easily identify the areas of improvements and the factors which are consuming the most wait time in the customer journey. This enables the businesses to setup and configure their queue management system and tune up their other policies and strategies to ensure the improved queue management, better customer flow, lower customer wait time and better customer experience. There are different types of business intelligence data. The three main sources of business intelligence data is the queue management system’s usage and other stats, employee KPIs and the customer feedbacks. The queue management system has ability to capture data from various points and various levels. It can accurately measure each customer’s journey, service delivery time, wait time and much more. The employee KPIs are very helpful in assessing and evaluating the employee performance. The customer feedback provide deeper understanding of the customer journey, their expectations, needs and on-going market trends.

Collectively these all various sources form the business intelligence. Which is processed by in-built software engine and tools. Later the data is extracted in the form of various reports. The queue management systems provide different types of reports meant for different audience. These reports and customer feedback help businesses to identify the areas of improvements. For example the queue management system pointed to a particular service which takes longer than usual time. The businesses can plan to modify the service delivery mechanisms or practices in order to make it faster. Let say an employee is very good at certain services and not so efficient at others, the business can identify this by using the KPIs, and then they can either plan training for that employee or make sure that he remain appointed on the services with good efficiency. Such things are helpful for businesses to plan for future strategies, make policies and take actions for better queue management and lower waiting time.

Conclusion

The queue and waiting time management is a most important aspect of customer journey and customer satisfaction. If the customers are not happy and satisfied with the service they have or their experience throughout the entire customer journey, they will immediately leave the business or organization. If they had a good experience they will stay and become a loyal customer. The loyal customers are a very precious asset of any business the entire business success can be based on the customer loyalty and customer retention. It is nine to twelve time more expensive to acquire a new customer comparing to selling to an existing customer. The queue management and waiting time dominates the entire customer experience and customer journey. No matter how good your services or products are if your business practices and service delivery methods are not good and customers are leaving unhappy and unsatisfied, they will eventually switch to others. A digital queue management system have completely revolutionized the queue and waiting time management.

A queue management system automate various aspects of the customer journey, it can effectively manages the queues without getting affected by the quantity of the incoming customers and visitors. It manages the customer routes and automatically control the customer journey. It effectively distribute customers among the relevant counters and reduce the workload of the employees. Collectively these all factors results in huge reduction in the customer waiting time and excellent queue management. Moreover the queue management system also collect crucial business intelligence data to evaluate and assess each and every customer touch point. The queue management system can also effectively manage the employee performance. This help the management to further take steps and make policies to ensure the smoothest customer journey and a satisfactory customer experience. RSI Concepts is a leading name in queue management system providers in Dubai, UAE. If you need help with your queue management or branch transformation and customer journey management, 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.

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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.

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