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

May 24, 2023

From Chaos to Control: How Queue Management Systems Can Improve Your Business

Every businesses knows how difficult it could get in customer facing environments, especially during the peak hours, when the footfall is high and the customer waiting areas and counters become crowded. Think from a customer’s prospective, if you are a customer you are at a service center, there is a huge crowd, it is even difficult to find a place to sit, and there is no help or guidance from the staff, how would you feel in a situation like that? It could get very frustrated, that is why businesses needs to take serious steps to prevent their customers form any such situation. It will not only make your customers unhappy, but it will result in loss of sales, increased customer churn rate, and less repeated business which could have some serious repercussions in the long term. Businesses adopt different ways according to their needs to improve the customer flow. However, a modern digital queue management system is the right solution to all those problems. It provides tools and features which help businesses in managing their queues, resolving problems, shortening customer journey, improving customer experience and much more.

What is a Queue Management System?

A queue management system is a digital solution which help businesses organize the waiting line, minimize the customer waiting time and improve branch efficiency and service quality. A queue management has two distinct part, one is the software which is usually a server application which provide a central management and administrative control over all connected branches. The queue management software various from case to case, but the most common and essential features are an administrative control panel, service agent dashboard, customer UI (user interface), ticket calling and announcement features and data collection and analysis tools. The hardware part includes a ticket dispensing unit, which is usually aninteractive self-service kiosk, there is a digital signage display which is used to display live queuing data, and a sound system to make audio announcements. Furthermore there are several other software and hardware components which can be included in the queue management system to enhance its capabilities and to offer innovative features.

How Queue Management System Help Turning Chaos into Control?

A queue management system offers a variety of features and digitalize several aspects of the customer journey which help organizing everything. Furthermore the customer behavior is not constant, it keep changing, a queue management system collects valuable business intelligence data and help businesses acquire deeper insight to customer behavior, market trends and help management align their efforts to maximize the customer satisfaction. Here are some key advantages of a queue management system which help businesses in turning chaos into control.

Advantages of Queue Management System: Organized Waiting Areas and Queues

The queue management system is a very capable tool, it helps organizing the waiting areas and customer waiting lines. It automates customer flow and customer journey which helps organizing the customer queues and solve several problems. In manual queuing customer have to face several issues, they got frustrated, most of the time customers and visitors don’t have a clue about their remaining waiting time. The queue management system help customers and issue them token numbers, which represents their position in the queues and allow them to wait comfortably in the designated areas. Furthermore the customer calling, customer routing and the entire customer flow is controlled by the smart algorithms of the queue management system software in real-time. Which significantly increase the customer flow and improve the customer journey. Since everything is managed by an automated program so the customers also don’t have any complains and everyone knows that their token number and position in the queue is secure and they will be served on their turn. These and several more such features allow businesses to organize the waiting areas and customer queues.

Advantages of Queue Management System: Reduce Customer Wait Time

Order and organized queuing environment save a lot of time. The customers are welcomed by interactive self-service kiosk, they are asked to choose which service they want, and in some cases the customers are also allowed to input data while issuing the token number. Everyone is served according to their positions in the queue. The queue management system balance the load of service counters based on various data inputs coming from different touch points in the system and the current service delivery rate. The smart algorithms can sense if one counter is having shorter queue, and they can automatically reroute a few customers to those counters, the queue management system also monitors employee performance, it can understand which employee is best at which service and on the bases of services required by the customer it can assign them a counter with high probability of quicker service delivery. There are tons of such features which help organizing the customer waiting areas and queues to shorten their wait time.

Advantages of Queue Management System: Improve Customer Experience

A queue management system plays a crucial role in improving customer experience at the branch. Without a queue management system the customers have to wait in long queues, which usually work on first come first serve bases. Furthermore there are line jumpers, poorly managed waiting lines and much more which can completely ruin their experience at the branch. A queue management system allow them a complete framework and eliminate several problems which results in more shorten and simplified customer journey. The queue management system also provide many features such as live queuing data at large signage displays, frequent audio announcements, multi-lingual intuitive UI for customers and much more which improves customer experience. The reduction in wait time have huge impact on customer happiness, when the customers will have to wait less and in a well-organized waiting environment, they remain calm and more supportive when they arrive at the service counter, it is easier for the service agent to satisfy a calm customer rather a frustrated, annoyed and unhappy customer. All such features greatly improve customer experience and results in higher customer satisfaction.

Advantages of Queue Management System: High Staff Productivity

A queue management system can offer a variety of features which can be used to improve staff productivity and performance. The staff satisfaction and morale plays crucial role in performance. When the staff work under a balanced workload they become happy and satisfied, happier they are better their service would be. A queue management system offers self-service ticket dispensing mechanism which reduce employee workload. It organize and manage all the customer flow from various stages of customer journey, even in case of stepped services or multi-counter service delivery the queue management system can manage the entire customer journey and customer flow. This means that the staff no longer have to worry about the problems occur in manual queuing, they are free to focus on most important tasks, they are never interrupted and they don’t have to stop their work for another task or to solve a problem. These features help reducing the workload of the staff and also results in better resource management. High staff productivity and performance help businesses improve the human resource strategy and results in better and improved branch operation with significantly less cost.

Advantages of Queue Management System: Central Administration and Control

The queue management system is a digital tool, majorly the server application is hosted at a local or online cloud server, which is linked with all branches, and therefore the data from all branches is updated in real-time at the main server. The head office can control and monitor any branch in real-time. Furthermore it also allow businesses to configure their work flows and processes according to their policies. The queue management system also features a smart alert and notification module, which can be configured to send alerts and notify the supervisors, branch managers or even the head-office when a certain event occurs, such as if the foot fall raised to a particular threshold value, or if the open ticket reaches to a threshold value and so on. These alerts and notifications are completely customizable and enable management to take actions and steps in a timely manner. This provide more control over the branch and the queuing and it also enhance their administrative capabilities which results in much better and well-organized operations.

Advantages of Queue Management System: Collect Valuable Business Intelligence Data

The modern businesses heavily rely on IT solutions and digital technology. For IT industry, software, digital solutions and communication, the data is the most valuable thing. The business intelligence data is the analytical data and insight acquired from a particular system or digital solution. A queue management system software is a very powerful AI based tool. Which is capable of collecting the most valuable business intelligence data.This data can help businesses and organizations in decision making process, identifying and solving various problems and improving their strategy. A queue management collects business intelligence data such as customer interaction at each touch point, employee performance data, customer preferences and several other behavioral insight. The business intelligence data help businesses take informed and timely decisions. It help them improve employee performance and support the HR in many tasks. The queue management system data also help understanding customer behavior, customer trends, their needs, expectations and market trends which provide a valuable insight and help businesses update their strategies and processes. It highlights several flaws and improve management.

Conclusion

The businesses in Dubai, Sharjah, Abu Dhabi and all around the UAE spend millions on customer satisfaction solutions. The customer satisfaction is crucial for any business but in competitive markets like of UAE, the customer satisfaction become more significant. In UAE the customers are more sensitive, sensible, and savvy and demanding, above all they have a lot of options available. One bad experience could repel them form your business and they will end up with a competitor. That is why the crowd and poorly organized queues are a nightmare of every customer facing environment. Businesses need to be more active and attentive when they make policies and strategies for their customer facing environments, such as customer service centers, branches, and service areas. A queue management system is a modern and advanced software solution to deal with all types of problems associated with customer experience and staff performance. In this blog we have discussed how a good queue management system can turn chaos into control. We have listed several advantages of implementing a queue management system at your customer facing environments. If you want to learn more about the subject of if you want our help to design and implement a highly cost-effective and customized queue management system for your business, 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: Why You Need a Customer Flow Management Software?

April 4, 2023

Government Digital Transformation: Implementation of Queue Management System

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

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

Implementation of Queue Management System

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

Benefits of Implementing a Queue Management System

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

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

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

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

Conclusion

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

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

Check out this: Benefits of Customized Queue Management System

March 30, 2023

Benefits of Customized Queue Management System

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

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

What is a Customized Queue Management System?

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

What are the Benefits of Customized Queue Management System?

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

Benefits of Customized Queue Management System: Reduced Wait Time

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

Benefits of Customized Queue Management System: Seamless Ticket Generation

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

Benefits of Customized Queue Management System: Improve Employee Performance

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

Benefits of Customized Queue Management System: Enhance Customer Experience

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

Conclusion

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

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

February 14, 2023

Queue Management System Features you Need for Modern Queuing

The customer behavior, their needs and demands and the market conditions are always changing, businesses need to be more adoptive and pro-active in order to keep themselves up-to-date and competitive. Here in Dubai and all around the UAE the markets are more competitive, the customers are also very savvy, and their demands are skyrocketing. The economy is continuously growing, the competition is rising day by day, and customers have a lot of options available to them. One bad experience and your customers will leave you for good. It is extremely crucial to maintain a healthy, strong and satisfactory relationship with your customers. The customer loyalty is one of the most precious asset for a business. This is why businesses are very eager to align themselves with their customers’ needs and demands. When it comes to a queue management system, the business leaders or CX (customer experience) managers can easily get overwhelmed with the sheer number of options available in the local market.

The effectiveness and impact of a queue management system depends on the system’s features and your needs. One doesn’t always fits all, but there are some universal features that can be very beneficial for all types and sizes of the businesses in the service sector.In this blog we will explore such features that can help all types and sizes of business to greatly improve customer experience and their queuing process.

What is Modern Queuing?

The queuing has come long way, traditionally the clipboard and pen based queuing was the way to manage the large footfall and crowded waiting areas. Later on businesses started realizing that they need to do more, this is when the technology starts coming in to the play and that was the time of inception of the modern queuing. The modern queuing methods that businesses are following in Dubai and all across the UAE are have evolved a lot. The technology itself have transformed a lot, now a days, the technology is widely available, the digital ecosystem and IT infrastructure of an average business is enough to support the modern queuing methods and practices. By definition the modern queuing is a queue management system based on the digital technology and software-based solutions. It helps automating several queuing steps and it can automatically manage customer routes and other major queuing tasks. With the help of digitalization and automation the business processes become very efficient and cost-effective too.

Features of a Modern Queue Management System

A modern queue management system is a software based application aided with several hardware devices. Usually there is a sign-up kiosk which allow customers to interact with the system, chose their required service, input data if needed, and dispense the ticket number. There are digital signage and large screens used to display the queuing information and audio announcement system is also considered to be an essential component of the modern queuing. Apart from that there are several administrative dashboards which let managers, head office and service agent interact with the system. The modern queuing system can also integrate with third-party tools, customer database, central information system and any other software to improve functionality and performance of the system. There are many benefits of a modern queue management system, some are more beneficial for some businesses than the others and so on. Here are the most useful features of a modern queue management system which are equally beneficial for all businesses.

Queue Management System Features: Digitalization and Automation

A modern queue management system converts the traditional manual queuing process into a more effective and efficient digital business process by leveraging the technology and AI (artificial intelligence) based software. The digitalization greatly improve the process and also capture valuable data which can be later utilized in various other processes. The digitalization also help automating several customer journey steps and improve customer flow. Due to digitalization and automation the human efforts are significantly reduced which means the business need much less resources to manage their queuing process. The modern queue management system works on smart algorithms which are capable to capturing data in from all touchpoints and various other details and enable queue management system to take real-time decisions to improve the queuing. Furthermore the modern queue management systems also provide self-service sing-up channels to the customers. Usually there is an interactive touch-screen self-service kiosk to sign-up the customer and dispense the tickets. But there are several other methods that can also be offered to customers to improve their experience, such as remote sign-up, mobile apps, online appointment booking, etc.

Queue Management System Features: Significant Reduction in Wait Time

The customer wait time is the single most impactful factor that can completely ruin your all efforts to attain customer satisfaction. According to several studies on an average a customer can wait for up to 5 to 9 minutes, this time limit is different for different industries, after that threshold the customer will start getting stressed and frustrated which will ruin their experience. That is why no matter what type of queue management system you use, the wait time should be minimized as much as possible. The digital queue management system used modern technology and AI based algorithms which enable them to minimize the customer wait time. When the customers sign-up for a queue, they are given a ticket number, the customer flow and movement of queues is fully autonomous, which eliminate any staff involvement in it. Furthermore the customers are allowed to wait comfortably in the designated spaces, hence not much management is required. The automation and no human involvement can significantly reduce the wait time. It also let the service agent focus on their primary tasks, which improve service delivery and make it quicker.

Furthermore the modern queue management system also help service agents in their tasks, which reduce their efforts and improve their focus on service delivery and other crucial tasks. A modern queuing need digitalization and automation, the electronic queue management systems help managing various other tasks for the staff which greatly improve the service quality and help reducing the service delivery time which eventually reduce the customer wait time. The electronic queue management system also capture valuable performance insight which help businesses further enhance the employee performance and reduce the customer wait time. The queue management system have capabilities to monitor the entire queuing process in real-time which enables it to take real-time decision and improve customer flow. For example, if a service counter is slow due to any reason, the queue management system can automatically redistribute the workload to ensure all counters work under a balanced workload, this also help reducing wait time and when employee work under balanced workload their efficiency also improves.

Queue Management System Features: Support for Virtual Queuing

Virtual queuing is not a new phenomenon. However, since the 2020 we have witnessed a huge rise in the adaptation of virtual queuing all across the country. The virtual queuing isthe most modern form of digital or electronic queue management systems. It takes the waiting time management to the next level, the methods and practices adopt by virtual queuing can literally reduce the wait time to none. Basically the virtual queuing offers more freedom and flexibility to the customers, it allow them to remotely sign-up for the queue by interacting with queue management system using digital media such as SMS, Email, WhatsApp, Mobile Apps, Website, Customer Portals, Appointment Booking Portals, QR Codes, etc. These channels allow the customer and visitors to remotely sign-up for the queue and receive queuing updates through the most convenient channel. This means they don’t have to be physically present at the premises, they will be singed-up in a virtual queue. This allow them freedom to wait anywhere they want to do whatever they want to do during that time. Furthermore they can also plan their visit in a way that they arrive at business only when their number is called. The virtual queuing minimize the wait time and improve customer experience by offering them more control, flexibility and freedom.

Queue Management System Features: Centralized Management

A digital or electronic queue management system is based on a queuing server application which is hosted online, in cloud or at a local in-premises datacenter. Which allow it to capture all the information and data in a centralized repository. This also help solving many management related problems and also offer more innovative features to improve the queuing process and to drive the efficiency. Usually business have multiple branches, regional offices, outlets, or customer service centers, and a single main location or head office. The head office is where the senior management resides, who want to monitor and control all connected branches. The queue management system offers a centralized management mechanisms where it provides head office staff full control over all the branches and share live queuing updates with the head office to improve the monitoring. The queue management system also allow businesses to configure desirable workflows and managerial hierarches to align the queuing process with their existing management structure. The head office and the managers with access can have full control and real-time information about the queuing which enable them to take quick actions to improve the customer flow and to solve the problems or handle the disruptions.

Queue Management System Features: Data Collection

The modern day businesses and marketplaces are heavily relying on information technology and the data is the lifeblood of information technology. A digital queue management system provides a great insight on your queuing process and performance. It can accurately capture footfall insight which help management identify various trends, such as peak hours, days, occasions, popular services, customer churn, etc. The electronic queue management system can also capture employee performance data and various KPIs, such as the average number of served customers in a shift, the active/inactive time, the time spend on a service delivery, etc. The queue management system can also capture customer feedback data either from on-site touchscreens or tablets, or from other channels such as WhatsaApp, Mobile Applications, SMS, email, etc. Any good digital queue management system also have in-built data analytical tools, which help managers to performance various analysis within seconds, and produce actionable reports. The queue management system can also integrate its data with the central information system or any other third-party tool and it also offer data sharing features which improve the control and monitoring capabilities of the management.

Conclusion

The customer happiness and customer satisfaction are the most crucial factor for the modern businesses, the market have already started transitioning from business oriented to customer oriented and that is because of rising competition and more demanding customer behavior. The queuing process is extremely important for the service sector. Businesses who failed to organize and manage their queues will loss the customers and eventually their reputation as well. That is why leveraging modern technologies to adopt to modern queuing has become an essential. A digital or electronic queue management system is a technology based solution for your queuing process. It streamlines customer flow and leverage the automation to improve the process and performance of the employees and customer service reps. The digital queue management system also provide a wealth of valuable business intelligence data which help businesses understand the customer experience and help them identify the areas of improvement to further increase customer satisfaction. In this blog we have listed the key features of a modern electronic queue management system, if you want to learn more or if you want our help to implement a custom-made highly cost-efficient digital queue management system for your business. 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: The Benefits of Electronic Queuing System

January 13, 2023

Must have features of Queue Management System

Businesses who deals with daily footfall understand the importance of waiting line management. In any given day there would be a time when the footfall would be very high, this time period is also known as peak hours, which would indicate the maximum footfall. It is those peak hours when the influx is high the crowd forms. The crowd formation lead to a nightmarish situation for the staff and the management. Managing large influx could be a very challenging task. For that business hire new staff, allocate more resources and might also adopt technological solutions. This also makes queuing very expensive. However, a business must have a queuing process to manage the waiting line and to organize the customers and visitors. Managing waiting line will help businesses to improve customer flow and reduce customer wait time. The queue management is also essential for customer experience. The customer experience is the most important part of any business’s strategy. It is extremely important to ensure a happy and satisfactory customer experience. A satisfied customers turns into loyal one and customer loyalty is essential for long term sustainable growth and profitability.

When it comes to queue management, the earliest form of queue management systems were just making line which were usually served as first come first served bases. Later on the clipboard and pen method was introduced all around the world, in fact many businesses from all around the world are still using this method. However, it turns out to be very inefficient, especially for the modern digital world the manual waiting line management is too outdated. That is when the digital queue management systems were introduced. The digital queue management systems have also evolved a lot over the past two decades. Here in Dubai and all around the UAE the markets are slightly different, it is actually due to rapid growth, tougher competition and savvy customers with sky-high demands and expectations. This encouraged both businesses and vendors to come up with more advanced, innovative and efficient queue management systems. When you seek to acquire a queue management system in Dubai or anywhere in UAE you will find tons of options. One can easily get overwhelmed with the sheer number of designs and models advertised all over the market. That is why in this blog we will list all essential and important features of a queue management system that you must consider while acquiring a new queuing solution.

Important Features of a Queue Management System

Before we discuss the important features of a queue management system it is important to understand what a basic digital queue management system is. A digital queue management system consists of two parts, one is the software and the other is the hardware. The queuing process starts with the customer or visitor signing up for the queue via ticket dispensing self-service interactive kiosk and they system issued them a ticket containing their position in the queue and the estimated time to their turn. The system also have audio-visual announcement module which makes announcements at each customer calling and also provide basic queuing details at a large signage screen. When the customer’s number is called they reach to the designated counter, get served and leave. Some queue management system also provide a customer feedback collection module which request customers to submit feedback before leaving. Furthermore the queue management system automates several steps of the customer journey and have ability to collect valuable business intelligence data which help management analyze and improve relevant processes and work flows.

When a business decides to acquire a modern digital queue management system they can easily get overwhelmed with the sheer number of options and vendors available in the UAE. This could be confusing and very challenging for the management, here are the key features that you should consider while selecting a queue management system for your business to ensure maximum performance and impact.

Features of Queue Management System: 1. Essential Hardware Components

The queue management system is built on very effective and efficient technology platforms. There is no maximum limit of hardware component but there is a minimum limit. The queue management system technology is widely available and utilized hence it makes it easier to find a tons of hardware accessories which enable businesses to offer more innovative and convenient features. Here is a list of basic hardware componentsthat are essential to operate a digital queue management system:

Ticket Dispensing Unit or Ticket Dispensing Interactive Self-Service Kiosk
Digital Signage Screens and Displays
Announcement System
Counter Plates or Counter Displays

The quantity of the hardware depends on the size of the service center and other details. Such as if the waiting area is small then only 1 digital signage is fine, it waiting area is larger than we might need 2, furthermore if the digital signage is not visible from every part of waiting area then we will also require to install 2 of them and so on. Similarly the interactive self-service ticket dispensing kiosk, counter plates and/or any other hardware quantity is determined.

Apart from essential hardware components there are several other factors that also cause businesses to have a different hardware configurations. There are several other hardware components and accessories that can also be installed. For example if you want to fetch the customer identification details at the sign-up process than you might require an Emirate ID Card Reader, an RFID or passport scanner, barcode reader, document scanner, etc. All those hardware accessories can be integrated with the interactive self-service ticket dispensing kiosk. Similarly business could have different needs and processes hence they might need different types of hardware which they can integrate in the system to maximize its usability and functionality. Business also frequently use customer feedback collection for that they can integrate separate hardware devices in the system such as touch screen tablets, interactive kiosks, etc. The touch screen and tablets are usually used at the counters or near the service counters, the kiosks are usually placed at the exits or in easy-to-reach place where most of the customers and visitors can see them. These hardware can also be integrated with the queue management system if needed.

Features of Queue Management System:2. Essential Software Components

The queue management system software is the core application which process all the data, take instructions and perform the queuing tasks. The queue management system software is a server-side application which contains all the source codes, algorithms and processes required for the system. The core application can be accessed by multiple interfaces which are exclusively designed for different user groups.

Customer UI
Service Agent Dashboard
Administrative Dashboard

The customer user interface (UI) is accessible from the interactive self-service kiosk which is used for sign-up process and it also dispense the tickets. Furthermore the customers can be provided with additional features via this UI which are available. The service agents also got their dedicated dashboard which is designed for them. The service agent dashboard offer several useful options via an intuitive UI. The service agent’s dashboard is designed to help and facilitate several agent’s tasks such as pre-sale, post-sale tasks, customer calling, queuing information, customer rerouting features, etc. Then there is an administrative dashboard which is the back office of the system and is designed for the IT and the management. The management can get live queuing data, historical data, performance data, analytical tools, and features to manage the content, configurations and processes of the queue management system. These all are basic software components but businesses can have more features as per their needs.

Features of Queue Management System:3. Automated Customer Flow Management

The biggest advantage of a digital queue management system is that it helps automating the customer flow and improve customer experience by reducing customer wait time and improving the efficiency of the employees. However, many businesses doesn’t realize that this automation can be extremely useful if it also allow them to customize the processes as per their needs or situation. Usually a digital queue management system have basic configuration which allow businesses to implement their queuing policy and the smart algorithms automates the entire process. A good queue management system will also provide you customization features which will enable you to configure a lot many details of the process. It also gives businesses more control over their queuing policies and make it easier to implement a customized queuing policy. This also involved special need scenarios, for example at an event or occasion when you are expecting massive footfall you can implement an entirely different queuing policy for a limited time period and later resume to regular procedures. Similarly the queue management system software is based on AI (artificial intelligence) and smart algorithms which enables it to analyze queuing data in real-time and take decisions in real-time to reroute customers to ensure maximum efficiency and to optimize the wait time and performance. All such features are an indicator of a good high-performance queue management system.

Features of Queue Management System:4. Virtual Queuing

The virtual queuing is one of the modern form of queue management process. The virtual queuing gain huge popularity in Dubai and all around the UAE in past few years. Businesses and customers both are admiring it because of its great benefits and excellent efficiency. The virtual queuing involves integrating digital channels and remote mediums which allow customers and visitors to interact with the queue management system without being physically present at the business premises. That is the major difference between the traditional queue management systems and virtual queue management systems. Customers and visitors are allowed to sign-up for virtual queues using remote channels such as website, QR code, customer portals, mobile phone applications, SMS, Email, Call, etc. The customers are issued an e-ticket which contains their position in the queue and estimated time to their turn. This means that a customer or visitor can sign-up for the queue while sitting at their home or office. Then they can plan their travel accordingly to spend least time at the waiting areas. That is why the waiting time for the virtual queue management system is very short and in fact in some cases it is literally none. There are several other benefits of virtual queuing such as live queuing updates via website, customer portals, SMS, WhatsApp, mobile apps, etc. Alerts and notifications are also very useful and the customers and agents can communicate as well. In general the virtual queuing offers an excellent customer experience and much higher customer satisfaction than any traditional digital queue management system.

Features of Queue Management System:5. Third-Party System Integration

Whenever a business acquires a new software based solution they always consider the capabilities and limitations of the third-party integration feature. Similarly when you are acquiring a digital queue management system you should also make sure that it will offer adequate support for third-party system integration. The third-party system integration is basically a technological solution to enable two separate and standalone systems to communicate with each other. Both systems can share data and synchronize instructions to maximize the efficiency, performance and capabilities of the systems. The third-party system integration depends on the technology, programing techniques and the structure of the software. Some closed-source software doesn’t allow integration outside of their ecosystem which can be a great problem for system integration. Some technologies fully support third-party integration but are not compatible with the other systems. Hence it is important to understand your existing IT infrastructure and digital environment before deciding which queue management system you want to implement. With the help of system integration you can maximize the efficiency of the system and relevant processes, you can minimize repeated work and efforts required to perform a task and you can save time and resources of data conversion and manual upload. For example the integration of the queue management system with the customer database allow it to identify the customer, if you are also collecting customer feedback and it is integrated with your queuing system you can improve the response rate and data quality and the third-party system integration also help you facilitate service agent and maximize their work quality and efficiency. That is why the third-party system integration is a must to have feature for a queuing system.

Features of Queue Management System:6. Centralized Administration

For service sector it is common to have multiple offices, branches and service centers. This means that most of the businesses have one central location or head office where the most senior management resides and then they have several branches or regional offices. A good queue management system provide you great features to support a centralized management structure. The administrative dashboard comes with ability to allow creating multiple user groups with different access and administration authority which should align with your internal hierarchal structure. Such features will help you to integrate your work flows and management practices within the queue management process. Furthermore it will also allow head office and senior management to monitor and manage each and every connected branch. The system allow appointing a branch manager at each location, even one manager can have multiple locations as well and then there could be several other access levels such as assistants, supervisors, etc. The agents could also have different access and administration levels such as ordinary service agent, team lead, supervisor, and manager, etc. All these features will help businesses manage and monitor their queuing processes from head office and also help supporting the on-site staff and management in their tasks and activities.

Features of Queue Management System:7. Maintenance, Scalability and Customization

Most of the time when businesses acquire a new software solution they usually don’t pay much attention to the future scalability, maintenance, customization, upgrades, etc. However it is crucial to understand and agree with the vendor on these points. Most of the queue management systems in the market offers great support in all these areas however, the trickier part is that every vendor has its own payment and costing structure hence all these things could be very costly. There are two different types of software, one is COTS or commercial off-the-shelf software which are ready-to-use and are designed by a vendor or service provider according to the market standards. The up-scaling, customization and modifications could cost you a lot down the road which impact the overall ROI of the system. There is another type of software solution which is called customized software development, in that case the vendor design and develop a tailor-made queue management system solution exclusively for your business and you will get full ownership rights of the product. In that case all such costs can be eliminated or significantly reduced which improve your ROI over the time. No matter which system development approach you take it is important to clearly understand, define and agree upon all these aspects as in future you will be needing all those services. Any obstacle or difficulty could compromise your growth, progress and productivity as well.

Features of Queue Management System:8. Business Intelligence Data Gathering

In the present day and age the modern businesses are heavily relying on the data, in fact the most successful business strategies are completely data driven. Business decisions, policy making, strategies and product development functions heavily rely on the business intelligence data. The business intelligence data is basically the insight to your internal and external processes including employees, customers, communication, and much more. A good queue management system always capture valuable business intelligence data. It can capture system usage and analytical data from each and every customer touch-point throughout the customer journey. It monitor and evaluate the entire queuing process, customer journey, customer experience, happiness and overall efficiency of the queuing process. Furthermore the queue management system is also capable of monitoring several employee performance KPIs and it can integrate with other systems to further improve the quality of the business intelligence data. The customer feedback is one of the most important part of business intelligence data, a good queue management system offers you integrated customer feedback tools, or it can also provide in-built customer feedback management features which help you to gather feedback data long with other insights. A queue management system also provide in-built analytical tools and data sharing capabilities which allow managers to extract actionable reports and share data with stakeholders to address the problems and take actions for future improvements.

Conclusion

The Dubai and in fact the entire UAE is a very dynamic marketplace, the customer trends are changing rapidly the market competition is growing steadily and the technology is evolving on a rapid pace. All these factors need a business to adopt to the technologies and practices that can respond to the sudden changes and also support business growth. When it comes to the modern marketplace the businesses have started transitioning from a sales-oriented business model to a more customer-centric business model since more than a decade now. This transition was not sudden but gradually it have completely changed the way businesses were operating around a decade ago. For any customer-centric business the customers are its top priority, especially in highly competitive markets the businesses need to pay more attention to their customers’ needs, desires and interests. According to several studies and researches all around the globe, a modern day customer puts experience equal to the quality of the product or service they acquire from a business. These studies have also indicated that a majority of the customers are willing to pay extra if they are ensured that they will get a better experience. This makes customer experience one of the most important success factor. Businesses all around the UAE are actively seeking new methods, practices, technologies and solutions which can help them improve customer experience.

A queue management system is the solution to all major problems that a service-based business could face. It help businesses improve customer experience and it also increase their operational capabilities and performance. That is why a when it comes to acquire a new queue management system there is a lot on the stake. Businesses need to be very careful when selecting a new queue management system. However, in Dubai and all around the UAE the sheer number of vendors and different types of queue management systems can make it very confusing for a manager to decide which solution they should choose. That is why in this blog we have listed the basic details about the software and hardware of the queue management system along with several other features that can help you achieve your current goals and a good queue management system with all these features will make you able to deal with unexpected and uncertain future market conditions. If you want to learn more about the subject or if you want our help to design and develop a custom tailor-made and highly cost-efficient queue management system for your business 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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August 2, 2022

What can a Queue Management System do for you?

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

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

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

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

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

Queue Management System: Reduces Customer Wait Time

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

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

Improve Customer Wait Experience

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

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

Improve Customer Flow and Customer Journey

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

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

Raise Service Quality and Improve Business Processes

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

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

Achieve Customer Satisfaction and Gain Customer Loyalty

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

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

Improve Staff Performance and Achieve Staff Satisfaction

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

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

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

Gather Valuable Business Intelligence Data

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

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

Reduce Cost and Increase Profitability

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

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

Conclusion

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

RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject or if you want us to help you with you queuing needs, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

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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 5, 2022February 26, 2022

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

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

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

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

Introduction to Queue Management System

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

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

Introduction to Appointment Booking System

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

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

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

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

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

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

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

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

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

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

Conclusion

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

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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.

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November 6, 2021February 26, 2022

Improve Customer Journey with Queue Management System Business Intelligence

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

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

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

Queue Management System Business Intelligence: Wait Time

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

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

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

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

Queue Management System Business Intelligence: Staff Performance

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

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

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

Queue Management System Business Intelligence: Business Processes

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

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

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

Queue Management System Business Intelligence: Customer Feedback

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

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

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

Conclusion

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

The market trends and the customer demands and desires are continuously changing. A business must have to keep up with the new trends and ever changing customer demands. That is why a business needs queue management system business intelligence to continuously monitor and the customer journey and the factors that can directly or indirectly impact it. RSI Concepts is a leading brand in the queue management system market in Dubai, UAE. If you need a queue management system or if you want to learn more about how queue management system business intelligence can improve the customer journey? Feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

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