Smart Queue Management System Archives - Page 2 of 3 - RSI Concepts - Top IT Solution Provider Company in Dubai, UAE

October 26, 2021

Touch Less Customer Experience, Use the RSI Queue Management System

Every business is concerned about the customer experience. The Dubai and in fact the entire UAE is a very competitive market the customers have too many options available and they can switch anytime they want. This makes the customer journey and customer experience way more important for a regular business. Another important factor is that the customers’ needs are always changing. The businesses must have to keep up the pace with the ever changing trends and tough competition. Businesses are already adopting digital solutions and trying to digitalize the customer experiences and customer interactions. A digital queue management system is the ultimate tool to effectively manage customer experience and customer journey. The RSI Queue management system is one of the leading queuing solution in the entire UAE with its innovative features, customer flow management tools, user friendly interfaces, multi-channel interaction, virtual queuing, mobile apps and online portals.

The RSI queue management system not only streamline the customer flow but is quite capable of improving the customer wait experience and overall customer satisfaction. It also help boosting the employee performance and it can collect valuable business intelligence data which is very helpful in decision making and future strategies. The traditional queue management systems are not so good at offering a contactless or touch less customer experience. That is why the modern queuing solutions such as RSI Queue Management System includes special features that enables a business to offer a completely contactless or touch less customer experience. Since the 2020 the contactless and touch less solutions become mainstream. These day’s in Dubai and all around the UAE the customers prefer a more digitalized customer experience. Which is why the contactless or touch less customer experience has become the top priority for the businesses, especially the service based industry.

In this blog we will cover the main features and functionalities that a queue management system must have in order to offer a great touch less customer experience.

Read More: Queue & Waiting Time Management

Virtual Queuing

The virtual queuing the most modern type of queuing. The virtual queuing offers virtual queues and virtual lines. It also allow the customers and visitors to sign-up virtually via several digital mediums and platforms. Due to the virtual sign-up process and virtual waiting lines this queuing mode is named as virtual queuing. The virtual queue management system have all the features and functionalities of a standard digital queue management system. In addition to that the virtual queue management system is very effective in implementing social distancing and contactless customer experience policies. One of the biggest advantage of using a virtual queuing enabled queue management system (such as RSI queue management system) is that it can literally reduce the wait time to zero.

The customers are being provided with the real-time queuing information and updates along with notifications and alerts which allows them to wait off-premises. The customers and visitors can arrive at the very time when their ticket is called. So, they don’t have to wait inside the waiting area or on-premises. This reduces the contact with the facility and the staff and ensure a smoother touch less customer experience. The employees and agents can also communicate with the customers and visitors to update them or to answer their queries which further improve customer experience and customer happiness. The customers are already signed-up remotely and are enrolled in the virtual queue so they don’t have to physically be present at the business. This reduce the wait time and minimize the contact to ensure the safety of the customers and the staff.

QR Code Based Sign-up

The QR Code based sign-up allows the customers to scan a QR code which will lead them to an online portal or a web page. The businesses can provide the QR Code at the entrances or any convenient location. Once a QR Code is scanned it allows the customers to sign-up and then it also provide them an E-Ticket or electronic ticket. The businesses use different mediums to communicate with the customers and to provide them with the queuing information and the real-time updates. This allow the customers to sign-up for virtual queues and they are not required to be physically present at the branch. The businesses can easily control the customer flow and prevent crowd formation and congestion in the waiting areas. The QR Code enabled sign-up reduce the chances of the contact as the customer are only required to arrive when their turn came. So, there will be no much contact and the customers will be served instantly.

The QR Code enabled queue management system can also send alerts and notification via SMS and can also be integrated with the mobile app or any online portal to provide all the required information and alerts to the customers. Hence the customers can wait safely outside of the premises or at their homes or in their cars or anywhere else which minimize the contact and ensures a touch less customer experience.

WhatsApp Enabled Queuing

A queue management system is used to improve the customer journey and to ensure a satisfactory customer experience. The queue management systems are specifically designed to facilitate the customers throughout their customer journey and to improve the overall business performance. These days everyone who is living in Dubai or anywhere in the UAE is using WhatsApp, according to stats from popular research institution almost 82% of the UAE population is using the WhatsApp. This makes the WhatsApp the most convenient medium of communication for the customers. The customers can sign-up using their WhatsApp messenger application and the queue management system will automatically issue them an E-Ticket or electronic ticket, no need to scan any QR code or no need to go through the detailed sign-up process. The customers will have to send a message to the designated WhatsApp number and they will immediately signed-in to the virtual queues.

Then the queue management system will automatically send them their estimated time and all other required queuing information and alerts too. The WhatsApp makes the queuing experience very convenient for the customers. Moreover the agents or staff can also utilize the same WhatsApp chat to communicate with the customer and the customers can also ask questions and get the information in the same chat. The WhatsApp enabled queue management systems are more efficient in reducing the customer effort score and making their experience satisfactory. The entire queuing process it completely contact less and doesn’t require the customers to have any unnecessary physical interaction with the staff or other visitors. The touch less customer experience increases customer trust and satisfaction.

SMS Based Queuing

The SMS based queuing can work in completely virtual and semi-virtual modes. Usually businesses in Dubai and all around the UAE use completely virtual queuing with the SMS. The SMS enabled queue management system also offer the standard queuing options as well as virtual queuing with the SMS. Everyone in UAE owns a mobile phone, in fact the stats shows that almost 99% of the population of the entire UAE use mobile phones. This makes the SMS the most easy-to-access medium for the businesses. For the SMS enabled queuing the customers can send a predefined SMS to sign-up for the queue and the rest of the information they can receive in the SMS. Instead of electronics ticket or a physical ticket the SMS enabled queue management systems issues a ticket number only and send it to the customers. As soon as they got the ticket number they got signed-up for the virtual queue.

The customers can receive the queuing information and updates via SMS and they can also receive the alerts and notifications via SMS. It depends on the businesses whether they want to enable the communication via SMS or not. Another biggest advantage of SMS enabled queue management systems is that it ensures only a certain number of customers and visitors remain inside the branch which significantly reduce the contact and physical interaction.

Mobile Queuing via Mobile Apps

These days’ customers prefer a more personalized customer experience. The mobile apps are the best way to offer a personalized and exclusive customer experience. The queue management system mobile apps allow the customers to sign-up remotely from their mobile apps and experience the mobile queuing. The mobile apps can offer a variety of features and facilities that can enhance customer experience. Once the customers are signed-up they can receive live queuing information in their mobile apps, the queue management system can send automated in-app notifications, push notifications, alerts and reminders. The customers are not required to be physically present before their turn all the information can be provided through the mobile apps and all the data can be collected through the apps as well. The mobile queuing is also very helpful in reducing customer difficulty score and it can effectively reduce many service delivery steps which further boost customer experience and reduce the on-premises time which in result reduce the contact and ensure a smooth and touch less customer experience.

The mobile apps can also provide communication medium which further reduces the need of being physically present at the branch and if customers have any questions they can easily communicate with the staff and vice versa. The queue management system mobile apps provide branch locator and booking module which further make things easier for the customer and reduce the amount of time a customer has to spend on-premises to minimize the contact and to ensure a better touch less customer experience.

Online Appointment Booking Module

A queue management system can offer integrated online booking solution as well as an in-built appointment booking module. The purpose of the appointment booking feature is to allow the customers to choose the best time for their visit. The queue management system can effectively capture the queuing stats and then analyze them to provide branch data for the customers which can help them to choose the best time for them and it is also helpful in avoiding the busy hours. The businesses can also acquire basic information which can help them to accelerate the service delivery process. This can help reducing the on-premises wait time and it also expedite the service delivery which further help reducing the on-premises customer time to minimize the physical contact. The online appointment booking module is very helpful in reducing the customer’s on-premises wait time and ensures a touch less customer experience.

The appointment booking module can also be integrated with the queue management system mobile apps and online customer portals to further reduce the customer efforts score. The businesses can also effectively control the number of customers in the branch with an online appointment booking module which further reduce the need of physical contact and it can also allow the businesses to manage the customer flow more effectively to avoid the crowd or congestion which also help providing a smooth and touch less customer experience.

Third Party System Integration

The third party system integration is a bit technical terminology. It means building a connection between two or more independent systems or business tools to share the data among each other or to connect them with a central information center. The third party system integration is very helpful in maximizing the queue management system’s efficiency and usability. There are some key factors that every business wants to improve to ensure an ultimate and satisfactory customer experience such as the wait time, the customer flow, the customer routing, the service delivery mechanisms, and the customer experience. The third-party system integration allows the businesses to connect share and synchronize the data between several relevant systems to ensure enhance the customer experience. The third-party system integration help reducing the wait time, it improves customer flow and ensures quicker service delivery and it also increases the service quality to maximize the customer satisfaction. These all improvements reduce the on-premises time needed by a customer and reduce the physical contact to improve touch less customer experience and customer journey.

Conclusion

The year 2021 have completely transformed the customer behavior and market trends. The customers’ expectations and their needs have completely changed. The businesses must have to adopt latest technologies and innovative solutions in order to ensure the satisfactory customer experience. Now a days the customers and everyone in general is more concerned about their safety and health. Everyone prefers a touch less or contact less experience. The digital invention are also boosting this trend and customers are becoming more concerned about health and safety. This compels the businesses to implement innovative solutions that can meet the customer expectations. A touch less and contactless customer experience can maximize the customer happiness and customer satisfaction. That is why we have upgraded our RSI Queue Management System and added new features which not only ensures a smooth and touch less customer experience but also allow businesses to minimize the cost and increase their profitability. If you are planning to implement a new queuing solution or want to learn more about it, feel free to reach us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: How to Reduce Customer Churn Rate with an Efficient Queue Management System

October 10, 2021October 17, 2021

How to Set Up SMS based Queue Management System?

A queue management system (QMS) is used to minimize the customer wait time and to enhance customer experience at your business. No one likes waiting, customers hate waiting in long queues or sitting in crowded waiting areas, most of the customers are willing to abandon their purchase if they had to wait for a long time. In fact businesses have witnessing a higher rate of customers who have been leaving without getting the service due to long wait time. Long wait time will repel your customers and divert them to a more efficient competitor. It is extremely important that a business take serious steps to reduce the customer wait time. The customer wait time have huge impact on customer experience and customer happiness. The very first thing that can impact your customers is the waiting time, rest of everything comes later, so if you have failed them or couldn’t meet their expectation at the very first stage of the customer journey, the chances are you will end up with an unhappy customer.

Here in Dubai and all around the UAE customers always have too many options, it is extremely crucial for a business to satisfy its customers, else they will switch instantly. The traditional queue management systems are used by most of the businesses since many years now, but things have changed now, now a days the customer are less tolerant to the waiting than ever before. This gives the rise to the virtual queuing methods, SMS enabled queue management system is also a kind of virtual queuing. Here is how a business can setup SMS enabled queue management system:

What is SMS Based Queue Management System?

The SMS based queue management system is almost similar to a conventional queuing system the only difference is that it have virtual queues and it also support virtual sign-ups or remote sign-ups for those queues. The SMS enabled queue management system allows the customers and visitors to sign-up using any remote channel, such as SMS, Email, Phone Call, Online/Web, and also traditional sign-up methods such as a touch screen interactive kiosks or a ticket dispensing terminal. Whatever the method the customer use to sign-up for the queues, the business can provide them with the updates, queuing information and their status via SMS. The queue management system can communicate with the customers via automated pre-defined text messages or an agent/server can also send personalized messages to communicate with the customers.

The SMS enabled queue management system is slightly different than the ordinary QMS as it has additional SMS gateway integration and it also have additional features for the agent dashboard. The SMS gateway is basically a technology that allows a computer to send and receive SMS text messages to and from the regular telecommunication networks. The SMS gateway is integrated with the queue management system using the APIs. The APIs enable the SMS gateway and the queue management system to utilize each other’s features and technology. The queue management system can send SMS through the SMS gateway and the SMS gateway return the delivery report or status and vice versa. The queue management system can also conduct customer surveys to collect customer feedback and suggestions which is also a great source of business intelligence.

In UAE businesses can easily acquire SMS gateways along with their unique sender ID. The sender ID will be the name of the sender that will appear in the phones of the recipient. Usually businesses use their brand name as the sender ID. The SMS that are sent using a branded sender ID have higher open rates. When the customers receive and SMS from their favorite brand with the brand name as sender ID it also build a sense of trust and credibility. The biggest advantage of SMS enabled queue management system is that it offers freedom of waiting anywhere, the customers are no longer required to be physically present to sign-up or to be in the queue. They can sign-up from anywhere they want and they can get regular updates with estimated time to their turn and other queuing information which allow them to arrive only when their ticket is called so they could serve instantly without waiting at all.

What are the Advantages of SMS Based Queue Management System?

The queue management systems are being used by business and organizations in Dubai and all around the UAE, more and more businesses are adopting the technology to transform their customer journey and to obtain higher customer satisfactions. The SMS text messages is a great tool for a queue management system, it provide greater flexibility and convenience to the customers as well as to the business itself. The customer service agents can communicate easily via SMS with their customers and the queue management system can provide instant updates, notifications, alerts and information to the customers by automated SMS text messages. Here are some key advantages of a SMS based queue management systems:

Simple and Easy Virtual Queuing Experience

The virtual queuing is gaining popularity especially since the mid 2020 businesses have started embracing the technology. The virtual queuing allows the businesses to manage the queues virtually and it also enable them to offer customers with additional facilities such as remote sing-up process and waiting in virtual queues which can significantly reduce the wait time. The SMS based queue management system can further take the convenience to the next step by offering the customers a facility to sign-up through SMS text messages. The virtual queue management system can also offer other remote or contactless sign-up methods too. The SMS enabled queuing is the simplest and most convenient form of queue management and it can enhance the customer experience as well as it can help business to manage the customer flow and queues with more flexibility and control.

Reduce Queues

The SMS based queue management system’s biggest advantage is that it can significantly reduce the queues and prevent crowd formation at the waiting areas and lobbies. As the customers and visitors are sign-up using SMS or any other remote sign-up process which doesn’t require them to be physically present in the business premises, hence the number of people who are present in the premises is always low. On top of that the queue management system is providing all the updates and notifications/alerts through SMS text messages along with the estimated time to their turn so most of the customers and visitors prefer to arrive only closer to their expected calling time. This also prevents crowd formation and reduce the size of the actual physical queues. Which reduces wait time and also reduce the workload of the staff and help improving their performance.

Improve Customer Satisfaction

The customer satisfaction is impacted most by the waiting time and long queues. With a SMS based queue management system both can be minimized. In fact the remote sign-up facility and continuous communication via SMS the customer wait time can be reduced to literally nothing. The customers will get alerts and notification along with the information about their estimated time to turn. Before customer calling the queue management system send them multiple alerts on different time intervals to make sure the customer wouldn’t miss it and it also provide them enough space to manage to reach the business in time. The physical queues also reduce the customer hustle and make the customer journey smoother and quicker. Thus the customer don’t have complaints and don’t face any trouble during their visit. This boost customer satisfaction. As the customers don’t have to wait much so they arrive at the counter with fresh mind and are tend to be more cooperative with the agents/server. The staff is also having no difficulties in managing the queues and customer flow so they are more focused on their primary tasks and can easily deliver an excellent customer experience. This also boost customer satisfaction.

Boost Staff Efficiency and Staff Satisfaction

With manual queuing the major problem each business faces is the overburdened staff. In fact with digital queue management systems the employees could sometime get overburdened, especially during the busy hours of the day when a crowed forms in the waiting areas and the lobbies the staff will also have to divert their attentions and efforts to manage the crowed and to keep everything in order. However, with an SMS enabled queue management system the business have full control over the number of customers and visitors they will allow to enter into the premises. On top of that the customers and visitors also prefer to arrive only when their turn is near or when their number is called which also prevent crowed formation or rush in the waiting areas. When the employee work under a balanced workload their efficiency and quality of service automatically get improved and the employee feel more satisfied and comfortable.

Improve Communication and Customer Engagements

The SMS based queue management system enables a direct communication channel between the customers/visitors and the staff. The staff can send them personalized messages through their agent dashboard interface and they staff can also receive their responses/replies in the same dashboard. In case if any change happens, the agent can immediately update the customers and visitors. The customers and visitors can also ask instant questions to the agents as well. This improves the customers experience and keep them connected and engaged with the business. The studies have shown that by increasing customer engagement and improving communication the business can reduce the customer churn rate by up to 25%. That is very significant and huge. Moreover the businesses can also utilize the SMS to collect customer feedback and suggestion which provide them a deeper insight of customer behavior, their needs and expectation. Business can conduct direct surveys to measure net promoter score or customer satisfaction rate and other relevant matrices.

How to Deploy SMS based Queue Management System?

The deployment of SMS based queue management system is not different than any other ordinary queuing solution. If a business doesn’t have any prior queue management system they can deploy a complete set up. Like any other queuing system the SMS based queue management system also comes with a server application, sign-up interface, agent dashboard and some hardware devices such as ticket dispensing touch screen kiosk, digital signage and counter displays. All these components are deployed as per the size and needs of the business. If a business already have a queue management system, then it can be upgraded. Mostly only the software upgrade would be enough as the rest of the hardware can be repurposed to be part of the new SMS based queue management system.

Integration with SMS Gateway

The SMS gateway is provided by the telecommunication companies and also by some third-party service providers. The business will have to acquire a SMS gateway which will be integrated with their SMS based queue management systems.

Integration with Third-Party Systems

The third-party system integration is done by APIs and secure web services. The third-party integration allows the SMS based queue management system to communicate and synchronize data with third-party business tools and systems, such as ERP, Customer Database, Sales System, CLM Tool, etc.

Hardware Deployment

The SMS based queue management system requires standard hardware components such as interactive ticket dispensing kiosk, digital signage screens and the counter plates. A multi-lingual audio-visual announcement system is also required for customer calling. No additional hardware is required.

QMS Server Deployment

The SMS based queue management system also have a server application which is being deployed at an online hosting, or a cloud or it can also be deployed at in-premises data centers. The server perform all the logics and processes and enables the customer, agent and administrative interfaces.

Conclusion

Business and organizations in Dubai and all around the UAE are using various types of queue management systems to streamline their customer flow and to improve customer satisfaction and customer experience. The main objective of a queue management system is to improve customer journey and customer experience. Along with that a queue management system also boost productivity, operational capabilities, staff efficiency and profitability of a business by enabling their staff to deliver quality service to more customers in a single shift and by reducing the per service delivery cost. The enhanced customer experience ensures the customer satisfaction and improve customer loyalty which improves brand reputation and result in good conversion rates. An SMS based queue management system is many time more efficient on achieving all those objectives. It can literally eliminate the need of waiting inside the business premises and it can significantly boost the employee performance. Altogether these factors contributes to an ultimate customer experience and enable business to obtain higher customer satisfaction rates.

Higher customer satisfaction lead to higher customer loyalty and lower customer churn rate, which boost productivity and profitability. The customer feedback collection, statistical and analytical reports, KPIs, and other business intelligence data enables the business to make informed decisions and improve their future strategy. In long term a SMS based queue management system could be a great tool to sustain steady growth and higher profitability with a loyal customer base. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you need an SMS based queue management system or if you want to learn more about it, feel free to reach us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: What Is Virtual Queuing? A Guide to Virtual Queues

October 9, 2021

How to Choose the Best Queue Management Software?

A queue management software have become a necessity these days, especially for all service based sectors. Managing queues manually is very difficult, it ruin customer experience and it put extra burden on the staff. The rapid advancements in the digital technology all around us has led to several new trends, one of these trend is a digital queue management system. Whenever we go to a bank or a customer service center, or any such businesses we expect a proper digital queue management system there, the very first thing anyone do is to look up for the sign-up or ticket dispensing kiosk. A business must have to meet the expectations of its customers. The very reason of deploying a digital queue management system is to achieve highest level of customer satisfaction and customer happiness. If a business provide services as per its customer’s needs and expectation, it will make the customers happy.

The queue management system is extremely important for a business as the customer journey and customer happiness relies on it. The ultimate goal of any service based business is to achieve the highest level of customer satisfaction. A happy and satisfied customer is tend to be more loyal to the brand. The customer loyalty improves customer retention. Loyal customers are more likely to promote the business and are very less likely to switch based on a bad experience, they can tolerate the business more and always give their favorite brand a second chance. However, the customer who left unhappy, are most likely to never return, on top of that the unhappy customers can also repel other prospects and cause harm to the brand reputation and brand identity. That is why having a perfect queue management system is very important. The queue management system based on two components, the hardware and the software. No matter how advance the hardware is, if the software is not capable the business can’t get desired results. So it is very important that each business knows how to choose a best queue management system software.

Here are some key points that a business should consider while selecting a queue management software:

1. Queue Management Software Features

The most important thing that a business should consider about the queue management software is its features and functionalities. Rest of everything comes later. If a queue management software is offering all the features that you need and you can use to improve the customer experience and customer journey, then move ahead for further evaluation. Here are some key features that a queue management software must have:

Interactive self-service sign-up terminal/kiosk
Capabilities to manage separate virtual queues for all available services
Features to improve customer waiting experience
- Live queuing information updates on digital displays/signage
- Multimedia content for customer engagements
- Information about the estimated time remaining
Audio-visual customer calling
- Multi-lingual queuing information on display
- Multi-lingual audio customer calling
Dynamic Counter Plates and Digital Signs
Automatic Customer Journey Management
Ability to Detect Customer Types (ordinary, VIP, Premium, Customer with Special Needs, etc.)
Automatic Single Step and Multi-step Service Delivery and Customer Routing
Dedicated Agent Dashboard
Ability to Facilitate Service Delivery Process
Statistical and Analytical Data Collection & KPIs Monitoring
Customer Feedback Collection
Integrated Alerts for Customers and Management
Online Appointment Booking Module or Integration
Smartphone and Mobile Apps Interfaces
Virtual Queuing and Mobile Queuing Support
Easy Administration and Management

These are some of the basic and most common features of a queue management software. Any good queue management software must have at least these all features. These features will allow a business to effectively and efficiently manage their queues to ensure the ultimate customer satisfaction and customer experience. Some businesses might have certain needs hence required customized features, so a good quality queue management software must be able to accommodate such needs by third-party integration and customization.

Read More: Queue & Waiting Time Management

2. Queue Management Software Types and Cost

The term ‘software type’ is a pretty vague terminology, it could mean a lot of things, however in case of queue management software the type usually refers to the ownership type. The queue management system manufacturers in Dubai and all around the UAE offers certain types of queue management software, such as cloud based solution which is usually a SAAS type software, SAAS means software as a service. For that type the businesses will have to subscribe for the software, whether it is annual subscription or monthly the businesses subscribe for it. Here are some most common queue management software types:

Cloud Based Queue Management Software or SAAS
Purchasable Queue Management Software
Off-the-shelf Queue Management Software Solution
Customizable Queue Management Software

The cloud based queue management software solution (SAAS) is completely managed by the service provider. The service provider owns the actual queue management software and the business is only renting it out or subscribing for a limited time period. In such scenarios the queue management software customization is very limited and expensive too. In fact the service itself is very expensive.

The purchasable queue management software is fully-owned by the business. The vendor offer the software and the entire source code to the business. Usually that kind of queue management software are based on an open-source technology. It doesn’t require any regular subscription fee or renewal charges. The business had to purchase it once and then there is no renewal or any such cost.

The off-the-shelf queue management software are the software that came as a standalone package. The software is a one-time-purchase and there is no annual or monthly or any other rental or renewal fee. The business will have to purchase a software once and it will be a lifetime license. The only limitation is that the business wouldn’t be able to customize it. In case if they want to customize such queue management software they will have to revert back to the original vendor/manufacturer.

The customizable queue management software is a tailor-made queue management software and solution. Here in Dubai and in other parts of UAE the queue management system vendors usually charge once for the solution. The business owns the queue management software and it’s all source code as well. Such software are usually built on an open-source technology platform. The business who owns the customized queue management software can have full ownership rights and they can hire in-house programmer to do any further customization or they can hire any vendor who is well versed with the technology to do the customization or modifications for the business. This is the most convenient plan for long term use and is also the best choice for usability and cost-efficiency.

3.Administrative Management and Monitoring Mechanisms

For a queue management software the primary objective is to improve customer journey and customer satisfaction, however, the administrative management and monitoring is also equally important. Eventually the management will have to configure the system and use the data collected from the system for business intelligence feeds. Usually when a business or organization is purchasing a new queue management software and solution they often overlooked the administrative management and monitoring aspects of the system. Later when they start using it, they face difficulties. It is very important that a queue management software provide a professional level of administrative management and controlling features. Because in every business there are certain levels of management with a predefined hierarchical structure. The queue management software should allow such management functionalities and any other work flow which is vital for the business and its operations.

Usually businesses have multiple branches along with a head office or main branch, the head office always have access and control over all connected branches, then comes the branch managers who have full control over the queue management of their designated branch and then comes assistants, supervisors, agents/servers, etc. This is a basic management structure that almost every business follows, however, businesses could have multiple intermediary stages as well. Most of the time the queue management software offer a pre-defined management structure, which can cause a lot of issue for the business so, it is important that the queue management software offers a flexible control over administrative access and job role assignment mechanisms. The branch manager and top level management, whether from the branch or from the head office will have real-time monitoring capabilities as per their respective authority and administrative control and job role. So, it is critically important that the queue management software allow the businesses to configure the job role and authority for admin users as per their convenience.

4. Third-Party System Integration Compatibility

Third party integration by definition means interfacing or connecting a database from another system to a system via APIs (Application Program Interface) or secure web services. The web-apps and digital software such as queue management software have revolutionized the businesses and their practices. Businesses can integrate advanced systems and solutions to work together to provide ultimate user experience and to get administrative and management related advantages. The third-party system integration not only allow two digital solutions or systems to share and synchronize data but it also allow them to share functionalities/resources. For example if a queue management software need to recognize a customer through their mobile number or customer ID, instead of managing a separate customer database it can linked to a system which is already managing that data, so the identification process can be done through the existing system which will save a lot of resources and cost. This is how a third party system integration works.

In queue management software the third party system integration is used for various purposes and at various levels. The customer interface where the customers can sign-up for a particular queue for their required service and it can also be used at the agent dashboard to speed up the service delivery process. The third-party system integration is not only a unidirectional data traffic but it is a bidirectional data transfer. As the queue management software can fetch data from a third-party system using API integration it can also push or send data to a third-party system too. For example the queue management software can share the system usage data, reports, stats, customer feedback and other business intelligence data with any other performance management system or customer relationship management tools, etc. The queue management software can also effectively measure many staff KPIs which can be linked to the HR or employee performance management system for further use and so on and so forth. The third-party system integration make the queue management software more effective, useful and efficient. The businesses can utilize this feature for various purposes.

5. Queue Management Software Collects Business Intelligence Data

Business intelligence data is an umbrella term that includes a lot of different types of statistical and analytical data. All of the historical data and the present data is then emerged and processed by purpose-made tools to compile actionable reports which enable a business to make informed decisions and build their future strategy. The business intelligence data is extremely crucial. It highlights the areas of improvements, businesses can easily understand market trends, and their customer, employees, and business can easily evaluate and assess their infrastructure, business practices and methods. Moreover the modern day queue management software also come with an in-built customer feedback and survey tool. Which further provide crucial insight and customer feedback data. That is why it is extremely important that a queue management system offer some kind of business intelligence data gathering and in-built analytical tools to compile that data into reports and downloadable formats.An ordinary queue management software can easily collect data from all important touch points of the customer journey.

However a good quality queue management software not only collect deeper insight. It can effectively capture each and every customer touch points, along with additional information and various customer trends and employee/staff performance or KPIs. These all different data feeds along with the customer feedback are stored in raw format. The analytical engine segregate them in various reports, such as executive trend report, corporate customer feedback reports, and much more. The queue management software can also provide daily, weekly and monthly reports. It should also provide tools to alert the management in case of any event such as if too many customers are giving negative feedback, if a particular service delivery is taking more than average time, etc. These functionalities are very helpful for the management and let them easily assess the employees, various business processes, service delivery mechanisms, customer journey and employee performance and business intelligence data is also capable of identifying the areas of improvements so that businesses can take appropriate actions and make future strategies to achieve ultimate customer experience and maximum operational efficiency, which minimize the cost and maximize the revenue and ensures steady growth.

Conclusion

A queue management software is absolutely necessary for businesses these days. In Dubai and other parts of UAE the service based industry is significantly modernized. The competition in the market is very high and the customer have too many options to go to. It is extremely important to provide your customers with a great customer journey and ultimate experience. A queue management system not only promises a great customer journey and experience but it also maximize the operational capabilities of a business and it also boosts employee performance. These are some of the major reasons each business wants to deploy a good quality queue management software. In the market there are too many vendors and manufacturers, which makes it a bit tricky to choose the best queue management software. The purpose of this blog was to guide our audience and customers about the necessary features and attributes that a good queue management software must have.

First of all any good queue management software must have certain features and functionalities that will enable it to perform better. Secondly there are different types of the technology and purchase plans which impact the cost and scalability. A good queue management software must also offer a very flexible administration and management controls so a business can implement their work flow and management polices without any trouble. The third-party system integration is a great tool to maximize the performance of the queue management software and it also allow the businesses to easily develop their innovative solutions for the performance and the management. The business intelligence data provides a deeper insight to the entire operational process and the customer journey. A queue management software is very powerful and effective tool, it have capability to make or break a business’s growth. If you still have some questions, feel free to ask. If you are planning to deploy a new queue management software or want to replace your existing system please do let us know. You can contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: Why do you need a queue management system?

September 1, 2021

Why should you adopt queue management systems?

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

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

Reason No. 1: Queue Management System Reduce Wait Time

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Conclusion

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

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

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

July 17, 2021

5 Techniques to Integrate Customer Satisfaction Survey with Queue Management System

In this blog we will discuss 5 techniques to integrate customer satisfaction survey with the queue management system. The queue management system and customer satisfactions surveys and feedback system both are very powerful tools used to improve customer journey to increase customer retention. However, these days both systems are integrated to improve the efficiency. The customer satisfaction survey and queue management system plays an important role in improving customer satisfaction and happiness. There has been so many studies and researches which suggested that a bad experience can have devastating long term impact on the business growth. Almost 75% to 80% customer switch to other service providers after having a bad customer experience. That is the reason businesses in Dubai and all around the UAE are eagerly seeking best practices and techniques to effectively collect customer feedback to prevent bad customer experiences.

A customer satisfaction survey is a set of questions that businesses ask to their customers to understand their opinion about various steps of the customer journey. This will help them highlighting the areas of improvement and also help them to rectify such problems which are hampering the smooth customer journey. A queue management system is used to manage control and improve customer flow and customer journey. It allow businesses to control and manage various touch points and also capable of capturing different type of data which also help businesses to identify and rectify customer journey problems.

When both customer satisfaction survey system and a queue management system is integrated, it can improve the efficiency of the both and it provides more accurate and precise data which help business in making decisions and taking steps to improve customer experience and customer journey. Here are 5 techniques to Integrate customer satisfaction survey with queue management system:

1. Integrate Customer Satisfaction Survey with Queue Management System via Tablet & Touch Screen Kiosks

Integrating customer satisfaction survey with queue management system is very beneficial. It help businesses gather better customer feedback and business intelligence. In Dubai and all around the UAE the most common method used to integrate customer satisfaction survey with queue management system is tablet and touch screen kiosks. Tablets and touchscreen kiosks are very cost-efficient and easy to deploy and manage. The integration is done by a web-based interface or an application. The tablet kiosk or tablet stands are usually made up of an Android or Apple tablets. The customer satisfaction survey includes applications for these two platforms. These applications provide a customer satisfaction survey interface where the customers can submit their feedback and then the apps store the feedback data on the customer satisfaction server.

The work flow is very simple. For other touch screens such as Windows OS based industrial grade touch screens usually a web-based interface is used to offer customer satisfaction survey which directly communicate with the server. There are dedicated customer satisfaction survey systems and some modern queue management systems also comes with an in-built customer satisfaction survey module. For any case the system can take feedbacks from various devices and then store it on the server.

2. Integrate Customer Satisfaction Survey with Queue Management System via SMS and Email

Integrating a customer satisfaction survey with a queue management system via SMS and Emails is also very simple and very popular technique. As all modern queue management systems are already integrated with the central information center so it can have access to the customer’s mobile number and email. The alternate method is when a customer sign-up for the queue the ticket dispensing interface can request them to provide their Email or SMS as per the system’s configurations. In either case the queue management system link the customer with the ticket number, when a ticket got open at a counter, the queue management system relay that information to the customer satisfaction survey system or the module and when the ticket is closed by the agent, the customer satisfaction survey system/module can automatically push an online survey link to the SMS or Email of the customer.

For the emails, either a link for an online survey is sent. From that link the system can identify the customer hence no need to ask them to fill in their data again, so they directly starts from the questions. Once they are done with the feedback, the system store the feedback and the customer details in the system. In case of a SMS either a link for the online survey is shared via SMS which also work exactly the same as that of the email link. Another method is to take feedback via the SMS itself. For example the SMS sent to the customer is with a short question and a set of answers and the customer replies with the desired answer number. The system automatically store the answer and customer details in the system.

3. Integrate Customer Satisfaction Survey with the Queue Management System via QR Code

Integrating customer satisfaction survey with queue management system via QR code is a slightly new trend. The QR Codes, the Customer Satisfaction Survey and the Queue Management System all three are completely independent applications. However, the QR Codes can easily be used to work with other IT solutions. A QR Code actually contains a small chunk of data which is in the forms of bits, these days, almost all modern smartphones have in-built QR code scanning feature, the QR codes are scanned with a smartphone camera and the smartphone can extract the instructions from the QR code, in our case the information will be a link to an online customer satisfaction survey. The customer can submit their feedback and the system can store the feedback to the system with all required details such as the customer details, the agent/server details and the service details which the customer have availed.

All these information are required to process customer satisfaction survey feedback data and extract actionable reports from that data. The QR code is pasted on each counter, and each counter have different QR code, which contains the information of the counter and the agent who is working on the counter at the time of accessing the survey. The customer information and the service details can also be pulled out of the queue management system. Usually for QR Code based customer feedback systems, the customer details are being asked again when the customer go the survey, as the time of the service and ticket closing could differ from the time of submitting the survey. The QR code based customer satisfaction surveys are usually slighter longer than usual and contains a few more questions to get more details.

4. Integrate Customer Satisfaction Survey with the Queue Management System via Smartphone Apps

Here in UAE the smartphone apps are very popular, people love to access various services online via smartphone applications. Everyone has at least one smartphone and access to the high-speed internet. Which makes the smartphone applications an ideal medium for communication and digital services. Several researches shows that people use smartphone more than traditional computers/laptops. Which makes them even more important for businesses. These days all sort of businesses and enterprises even SMEs are offering smartphone applications to their customers. The modern day queue management system comes with in-built support for smartphone applications. The smartphone applications are a great medium for personalized communication with your customer. These days virtual queuing is also gaining popularity and almost all virtual queue management systems come with a smartphone application.

When a customer sign-up for the queue they are being asked about the service they want to avail, then in the next step when they arrived at the counter, the agent pull all their details into the agent dashboard, which can be linked to the customer satisfaction survey system or module. Later when the ticket got closed the system automatically match those details, identify the customer and the service they have availed, it also identify the agent/server who served the customer and then for that customer in their smartphone application a customer satisfaction survey appears. The customers can be encouraged to submit the feedback by in-app alerts and notifications too. Once a customer submit a feedback then it can be stored in the system with all the required information linked to it which can be captured from the agent dashboard, queue management system and central information center of the enterprise.

5. Integrate Customer Satisfaction Survey with Queue Management System via Customer Portal

Online Customer Portals are not a new thing, they are being used by the businesses to enable a very personalized communication channel for their customers where they can manage a lot many business processes. Customers frequently visits their portals to either perform a task or to learn about the updates or to check the status of various things. Online customer portals are a great medium for customer satisfaction feedback as well. Businesses can link the queue management system with the online customer portals and the customer satisfaction survey to make a very personalized customer experience. Such setup boosts the survey completion rates. Customer feedback coupled with inputs from various other systems could be a great source of valuable business intelligence data.

Whenever a customer sign-up for the queue, and then get served on the counter, the queue management system can collect various information such as customer details, agent details, service details and various other parameters and after that it enables a customer satisfaction survey link in online customer portal dashboard via the in-built module or a third party customer survey system. When the customer submit their feedback it get stored on the server along with all required parameters coming from queue management system and various touch points of customer journey.

What are the Advantages of Integrating a Customer Satisfaction Survey with the Queue Management System?

There are certain behavior and trends for the customer satisfaction survey. People mostly don’t like to spend more time on such things. Which is why all the marketers seeks methods and techniques to reduce the customer satisfaction survey size. The businesses should always have to be very creative and innovative to ask setup customer satisfaction surveys in a way that it require very less time to submit the feedback but it return more data for them to have better understanding of their subject. This is the reason when customers are asked to fill in their contact details and other information before submitting a customer feedback, most of the customer leave without completing it. Only a few customers will take time to submit their feedback with such a long process and most of them would be due to a very bad experience. This completely defies the purpose of the feedback and business can only get a limited vision of their business processes.

However, when a customer satisfaction survey is integrated with a queue management system, business don’t have to ask their customers to fill in long forms and their details before attempting the survey. The customers can directly sent to the question page, and the remaining information can be collected automatically from integrated systems. The businesses can easily get following data automatically:

Customer Identity & Customer Contact Details
Service Details
Agent/Server Information
Date and Time of the Service
Queuing Data
Customer Journey KPIs

If the business, marketer and the system providers are creative they can even link other inputs with the feedback data, for example, if it was their first negative feedback, or the same question got negative response in past, or if the same agent/server is getting negative feedback for a particular service and so many more details. Such details further refine the business intelligence and provide the management a broader and wider prospective of the customer interaction with their brand. The businesses can take more discrete and impactful decisions, form policies and make new strategies to improve everything.

Conclusion

Businesses in Dubai and all around the UAE are using customer satisfaction surveys and queue management systems but very few knows the importance of integrating the two systems. However, the latest queue management systems are coming with in-built customer satisfaction survey module and the queue management systems can also be configured easily with the customer satisfaction survey system. The main idea to integrate the two systems is to increase the completion rate and to collect more in-depth business intelligence. The precise and detailed data collected from such system can be utilized to easily identify the areas of improvements. And business can also rely on the feedback data and business intelligence for improving future policies and making new strategies to improve customer happiness and customer retention which aid continuous business growth. The above mentioned integration techniques will help you understand the integration process and its benefits. If you want to integrate a customer satisfaction survey system with queue management system, feel free to reach us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you.

Check out this: Advancements of Queue Management System Expected in 2022

July 6, 2021

How to Achieve the High ROI using Queue Management System

Achieving the high ROI results with a queue management system is comparatively easier, as the system itself is very capable. Here in Dubai and other parts of UAE businesses prioritize their customers, the markets are growing, every day the competition is increasing. Studies showed that around 90% of the customers are willing to go to another service provider rather waiting in the long queues. Every single minutes added to customer wait time could cost you potentially tens of hundreds of sales on daily bases. That is the reason businesses from all sectors in UAE are rapidly adopting to the digital queue management systems and queuing solutions. The customer experience and customer journey is extremely important. If a business is not using a queue management system to manage the daily customer flow, they will eventually end up losing a huge chunk of their sales.

That is the reason these days we can find queue management systems everywhere, from banks to government offices, schools to hospitals and clinics, food courts & restaurants to HR Offices, everywhere were we go we find a queue management system. This also results in a lot of vendor and supplier of the queuing solutions. However, there are only a few companies which are offering a great queue management system to ensure higher ROI results for you. RSI Concepts is a leading queue management system vendor and supplier, with exceptional range of different queue management systems. A queue management system in Dubai, UAE is considered to be a long term investment. When it comes to a queuing solution the businesses are concerned about the ROI, as it is a long term investment to calculating the ROI is also not as that simple.

In this blog we will focus on the features which can boost the profitability of a business and we will also explain a business can easily quantify the ROI of a queue management system.

How a business can increase profitability with a queue management system?

A queue management system has a lot of benefits and it can improve a lot of areas related to the customer journey and customer experience. On top of that the queue management systems are also very helpful in improving subsequent business processes and policies. Here are some traits of a queue management system that help businesses in improving their profitability:

Reduce Wait Time

The wait time had different impact on different industries and sectors. But one thing is common, it always have a negative impact on customer journey and customer satisfaction, which results in decline in sales, in some cases this decline could be huge, it is an estimate that worldwide retail sector reported almost 70% of sales drop when the wait time is too long. With a queue management system businesses can avoid such losses, as the queue management system automatically manage and streamline customer flow, which reduces the wait time and improve customer experience. This help brands to retain more customers and improve customer loyalty and get repeated business. Which directly contributes to generating more revenue and profits.

Offer Virtual Queuing

The virtual queuing is the most modernized form of a queue management system. The main idea is to let the customers sign-up for the queues remotely/virtually. The customers can issue a mobile ticket or sign-up for the queue without being arriving at the branch. This allows them to wait outside, or utilize the wait time in some other activity, which in terms of customer journey results in literally no wait time. This not only improve the customer journey and customer satisfaction but it also help employee to improve their work efficiency and the overall productivity of the entire branch. Good quality customer journey makes your customers and visitors happy and satisfied. Happy customers give repeated business and also advocate for the brand.

Improve Employee Performance

In case of a manual queue management, the employees will have to do all the work manually. They will have to manage the queues, they will have to ensure the smooth customer flow, and they will have to handle the line disputes among the customers and much more. Which distracts them form their primary tasks and result in poor work efficiency. A queue management system eliminate all these problems and automatically handle the entire customer flow, which results in a very smooth and quicker customer journey. This allow the employees to focus only on their primary tasks, and they can easily serve more than twice customers in a single shift or even more. This allow the businesses to reduce the resources which help reducing the cost. And with the improved employee efficiency good quality work increase customer happiness. Which positively impact on the overall business growth.

Automate Customer Journey

A queue management system allows businesses to automatically manage all touch points and interactions of the entire customer journey. On one hand it saves a lot of time and makes the process fast, on the other hand it improves the customer experience as well. Especially for businesses who have stepped services which require multiple counters for a single service delivery. A queue management system also significantly improve the customer flow in scenarios where multiple services are being offered and certain counters are dedicated for certain services. The queue management system also help managing and routing the VIP or premium customers and the customers with special needs. This improve customer experience a lot and it portrays a very positive brand image. Which help attracting more customers and also good for customer retention. These factors directly impact the business growth and profitability.

Improve Service Quality

The customer interaction with the business can heavily influence their service experience as well. If a customer or visitors had to wait for too long under mismanaged or poorly managed conditions, when they will reach to the counter they will be annoyed or upset. This will also impact their interaction with the service agent/server. If the customers and visitors got an excellent experience before reaching to the counter, they will be happy or at least they will not be angry or upset. This will make them more open and understanding towards the agent. Satisfying such customer is a lot easier than satisfying annoyed customers.

Moreover the queue management system also reduce the unwanted work load from the employees, which make them more efficient too. The employees will be highly focused and can deliver good quality service as well. The queue management system also have ability to route customers with different needs towards different counters. If agents are delivering only one or a few services, they could easily build expertise for that. Which also improve service quality and customer experience. Good quality services build good brand identity which help increasing conversion rates and customer retention and these all things contributes to business growth.

Improve Customer Retention

Customer happiness and good customer journey is a key to customer retention. If your customer are happy and satisfied they will remain loyal to your business. If they are unhappy they will immediately move to a competitor. The customer retention is extremely important for business growth. As if you keep focusing on marketing and other efforts to increase your new sales, but failed to retain the existing customers, then your overall profitability will decline. It totally depends upon the number of new customers coming to your brand and the number of customers who are leaving your brand. Eventually it will act like a death trap.

But if you manage to retain your existing customers, you will not only get repeated business from them but you will be able to keep adding more customers who will contribute in the growth of your business. A loyal customer base act as a foundation for a business, without that a business could crumble anytime. A queue management system ensures your customer leave happily and satisfied. Happy customers are tend to be the most loyal to the brand. They also promote the brand within their circles. Which attract more customers and build a strong brand identity. Brands with positive brand identity tends to have higher conversion rates from their marketing efforts comparing to the average brands or brands with poor brand image.

Improve Communication with Customers

A queue management system with its advanced features enables direct communication between the customers/visitors and the brand. The customer interfaces can be designed with multi-lingual support to further improve the communication. Moreover the business can also collect customer feedback using the additional queue management system modules. Business can conduct online surveys and request for their opinion or suggestions. With the integrated smartphone applications or online customer portals, the businesses can enable a direct and personalized communication channel between them and their customers. The customer feedbacks and survey data can be utilized further to assess business practices and various other aspects of customer journey.

Collects Stats & Business Intelligence

A queue management system is a great source of various types of valuable business intelligence data. It allow businesses to capture data from all touch point throughout the customer journey. The customer feedbacks also help evaluating various business processes, employees and customer experience. The queue management system has built-in KPIs (key performance indicators) to measure the performance of various active components, such as relevant systems, customer flow, and employee performance. The employee performance indicators help business to accurately quantify the performance of individual employees as well as of teams and branches. The management can easily take actions and make decisions to improve employee performance which will also help improving the service quality. The system usage stats and customer feedbacks help business in making policies and strategies to improve performance, products & services, and quality of service. Which will later help businesses in increasing sales and revenue.

How to Calculate the ROI of the Queue Management System

As whenever a new system is acquired every business set their goals and objectives and then evaluate the system by various aspects such as system usability, utility, scalability, estimated outcome, cost, and other financial aspects. On the bases of these an overall ROI (return over investment) is calculated. Every system is eventually evaluated on the bases of its ROI. If the ROI is good the business can commission the system with confidence. If the ROI is not satisfactory then the business will be hesitant to invest in such system. For queue management systems the ROI calculation is very simple and easy.

Without a queue management system the business will have to allocate more employees to handle the customer flow, usually the employees are assigned by keeping in mind the busy hours and the regular foot fall. So, usually the most of the branches are either overstaffed or inefficiently staffed. This put a lot of expense on businesses. With the help of a queue management system the system take care of most of the intermediary processes and automate various steps of the customer journey, which entirely eliminate the need of additional staff. The customer flow and the entire queues are managed automatically by the queue management system, this also improve the work efficiency of the agents/servers. With the help and benefits of the queue management system the employee performance is also significantly improved, which make them able to serve more customers in a single shift. That is how the business can easily calculate how much agents/server or employees will be required to server a certain number of customers and visitors.

Another very accurate ROI can be the estimation of the cost per customer or per service delivery. This is also very easy to calculate. The businesses can easily calculate the service cost per customer before the queue management system and after the queue management system. All you need is the quantity of the customers they have served last year or more precisely the number of serving customers as it could also include the customers with the repeated service delivery. Then the cost on each service, and the value of the each service. Then the ROI can be calculated by including the queue management system into the equation and both results can be compared.

Other non-financial benefits are also there. The biggest benefit of a queue management system is that it significantly improve the customer journey and customer experience. Which exponentially increase the customer satisfaction score. The customer satisfaction score drives the opinion about the brand and help building a positive brand image. A good brand identity attracts more customers and also plays important role in conversion and lead generation through various marketing efforts. So, in longer run with or without the non-financial or non-quantifiable benefits of a queue management system the ROI is excellent.

Conclusion

Obviously whenever a business plans to acquire a new system or infrastructure the one thing that counts the most is the ROI (return over investment) rates. In case of a queue management system the ROI is always excellent. As any queuing solution comes with certain benefits such as reduction in wait time. The automation and functional improvement in business processes lead to an excellent customer experience and a smoother customer journey. The less work load on the employee lead to their performance improvement. With the help of a queue management system a single employee can handle more customer in a single shift. The cost and expenses can be reduced, the output can be maximized. Which significantly improve the ROI of a queue management system. At RSI Concepts we have a dedicated team of technical experts and business analysts who can help you with your queue management system project. You can easily reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: Pros and Cons of Queue Management System

July 4, 2021July 4, 2021

Difference in Wired and Wireless Queue Management System

Queue Management System is a very important tool to manage customer experience and customer journey. In Dubai and all around the UAE the markets are very competitive, the customers are very conscious and demanding, if a business fails to satisfy their customers, they will immediately switch to a competitor. That is why the customer experience and customer journey is extremely important. The happy and satisfied customers are more loyal and likely to remain with the business for a long period of time. Such customers not only give repeated business but are also helpful in promoting positive brand identity and brand reputation. Brand reputation is a key to sustainability and growth. That is why businesses all around the world are investing heavily in solutions and systems to improve customer happiness by providing them a convenient customer journey and managing their experience with the help of various tools. The queue management system is the most powerful and most effective tool to improve customer happiness and customer experience.

Almost every business located in Dubai or any other part of the UAE that deals with customers on regular basis at their offices and branches should have a queue management system or a queuing solution. The queue management system automates various steps, streamlines customer flow, reduces wait time, improves employee performance, and provides a smooth customer experience. There are so many different queue management system vendors and suppliers working in Dubai, UAE. All of them are offering various different queuing solutions. This makes it a bit confusing for the clients, who are seeking a queue management system. There are several queuing solutions on the basis of features, functionality, and application, some of which are general purpose and some are purpose-made only for certain industries or applications. This is why we are writing this blog to help our customers and audiences easily choose the best solution for them. There are two major types of queue management systems on the basis of hardware, wired, and wireless queuing solutions.

Wired Queue Management System

The wired queue management system is the oldest form of a queuing solution. There are several applications of a wired queue management system. As the name suggests, the entire system and its all components are connected with wires. Earlier the queue systems were used only for managing queues. Nowadays a queue management system has transformed into a very powerful customer satisfaction management tool. Business can not only manage their queues but they can implement various company policies using a queue management system. Businesses can easily improve their methods and practices, automation and connectivity enable innovative solutions that provide a great competitive edge.

Wired Queue Management System Components

A basic wired queue management system consists of the following components:

Ticket Dispensing Machine or Interactive Kiosk
Digital Signage for Ticketing Information
Announcement System (Audio + Visual)
Counter Plates or Counter Screens
Cabling and Network Devices
Optional Accessories (Stanchions, Fixed Signs, Markers, etc.)
Server-Side Software Application (Administrative Dashboard)
Agent Terminal

These are the basic components of a wired queue management system. The software has to be hosted on a server, either online or offline. Mostly in Dubai and other parts of UAE businesses prefer to host the application on a local server.

Wired Queue Management System Customer Journey

The first interaction of a customer is with the ticket dispensing machine, where they can press a push-button or soft-touch button to print their ticket number. These days, mostly an interactive kiosk is used instead of a ticket dispensing machine. The kiosk comes with a medium-size touch screen that shows other important information too. The kiosk can also be configured with additional hardware accessories to further improve customer experience and customer journey.

The digital signage is placed in the waiting area, showing live feeds of queuing information and some multimedia content. The visual announcements are made on the same signage screens. The audio announcements are done through a connected set of audio systems. The audio announcements are usually multilingual. In the case of digital counter plates or counter displays, the ticket number is also displayed there to help customers in finding their counter.

Wired Queue Management System Applications

The wired queue management systems are suitable for almost all sorts of applications. However, for certain applications and scenarios the wired queue management system is the only choice. For example, in hospitals, where the wireless signal can interfere with medical devices and machinery. Or such facilities where wireless is not available. Or In such scenarios where there are too many wireless users such as malls, food courts, etc. where shared WiFi is used. In places such as airports, government departments, banks, etc. where security is a huge concern, we always recommend wired queue management systems.

Wireless Queue Management System

The main reason for using a wireless queue management system is that it is easy to install and it is very cost-effective. It is very important to understand what your objectives with the queue management system are and what else you could do with it in the future? A queuing solution is a long-term investment and these systems are based on a very flexible technology that can easily be upgraded and improved. So, keep those things in mind too. Another big advantage of the wireless queue management system is that it is can be online or cloud-based. The software is designed in a way to uses minimum hardware and it may also allow the clients to use their existing hardware too, for example, tablets, iPads, or even smartphone applications can be built for the end-users (customers and visitors). The wireless queue management system is very cost-effective and it comes with modernized solutions and features that can be further customized easily over time to improve system efficiency.

Wireless Queue Management System Components

The wireless queue management system doesn’t have a long list of system components, although the process and operation are the same, the objectives and goals are the same, however, most of the hardware components can be replaced with software or businesses can repurpose their existing hardware, such as computers, tablets, etc. On top of that, all the hardware devices and various dashboards don’t require to connect via network lines or don’t have to be on the same local area network. This also enables businesses to move the components around with ease and comfort without bearing any additional cost so the businesses can easily rearrange various connected hardware or simply they can relocate them to a different area or even branch too. Here are some basic components of a wireless queue management system:

Sign-up Mechanism
1. Ticket Dispensing Kiosk

Virtual Sign-in (QR Code, Smartphone Apps, Call, Email, SMS, Online Appointment, etc.)

Digital Signage for Ticketing Information
Announcement System (Audio + Visual)
Counter Plates or Counter Screens
Online Administrative Dashboard
Online Agent Terminal
Optional Accessories (Stanchions, Fixed Signs, Markers, etc.)

These are the basic components of a wireless queue management system. In Dubai and all across the UAE business usually prefer online hosting or a cloud-based solution for the queue management system software. All the hardware devices are linked to that system via the internet, hence no need for cabling and network. This also reduces the cost and makes operation and maintenance easier. The online feature provides flexibility and convenience for both the management and the customers and visitors. Respective terminals, dashboards, and interfaces can be accessed online from any computer, tablet, or even smartphone.

Wireless Queue Management System Customer Journey

The wireless queue management system offers an even better customer journey and it also allows businesses to easily rearrange the hardware to further improve the customer journey. The facility to be able to sign-in wirelessly allows the customers and visitors to sign-up for the queues even before arriving at the branch. This significantly reduces the wait time, in fact, in some cases, the wait time can literally reduce to none. This improves the customer journey and customer experience. The customer journey starts with a sign-in process like any other traditional queue management system. Then the customers can be provided with live feeds and announcements on the digital signage placed inside the premises or either on their mobile devices or computers via customer portals or smartphone applications. The customer call is also done through all the above-mentioned mediums along with notifications in the smartphone, SMS alerts, and audio announcements inside the branch.

The customer portals, smartphone applications, and online appointment booking systems are designed to improve customer experience and customer journey. The customers can be provided with additional information to improve customer engagements and to make their waiting experience more pleasant. The customers can arrive at the counter when their ticket is called or when they got the alert or notification and then they can avail the service instantaneously. Later on, the customers can also be contacted to submit their feedback and share their suggestions via digital mediums. The wireless queue management system is also equally capable of capturing all the statistical data and business intelligence to further help businesses in improving their future strategies and policies.

Wireless Queue Management System Applications

The wireless queue management system can be used at any place where the traditional wired queue management system can be used. Although there are very few limitations, such as places and scenarios where the wireless connection is not possible or especially in hospitals and clinics where wireless signals can interfere with the medical equipment and life-saving machinery. Considering the usability, flexibility, and low cost, the wireless queue management systems are a much better choice than a wired queue management system in a regular customer support and service scenario.

The wireless queue management systems are ideal for businesses who want to upgrade, relocate, or temporarily installing a queue management system. Here in Dubai and other emirates of UAE certain businesses often require to set up temporary offices in remote locations, or have to set up off-campus offices for a temporary time period, mostly the events, fairs, and temporary offices at project sites, etc. for such requirements businesses prefer to acquire a queue management system on rental bases. For such scenarios a wireless queue management system is ideal. It is very cost-effective, the setup and relocation cost is very low, as all the devices are wireless, moving them to new locations is very easy. The businesses can use their in-stock hardware and once used they can easily decommission it. Or else the hardware used with the wireless queue management system can be stored in the storage until the next requirement. Either way, it is very cost-effective.

Conclusion

A queue management system is a basic necessity to be able to improve and manage the customer experience and customer journey. The modern-day queue management systems not only allow the businesses to improve their customer journey and branch efficiency but also provide valuable business intelligence which can further be utilized to improve business practices and products & services. There are several different types of queuing solutions available in the market in Dubai, UAE. The two major classifications are wired and wireless queue management systems. The wired queue management system is the traditional form of queuing solution, however, these days the wireless queue management systems are also gaining traction. Both are equally useful, in some cases, the wired queue management is the only choice, and in some cases, the wireless queue management system is the best option. The purpose of this blog was to give our audience and customers a brief understanding of the difference between wired and wireless queue management systems. If you are still not sure which type will suit you, do let us know through our Contact Us page or leave a comment in the comment box below and we will revert back to you soon. RSI Concepts is a leading queue management system provider in Dubai, UAE.

Check out this: List of 5 Prerequisites of Queuing System

May 11, 2021May 11, 2021

Customer Experience Improvement with Mobile Queue Management System

Can customer journey be improved with Mobile Queue Management System? Yes, of course, it can! Whenever a business or organization is getting customers and visitors to their premises, the very first challenge arises is to manage the customer flow and the queue. The next and even bigger challenge is to provide an excellent customer experience to attain maximum customer satisfaction. Earlier the queues were managed manually, the customer flow was poorly controlled hence causes a lot many issues. The wait time was too much, the customers were not happy and even sometimes the customers and visitors could get annoyed enough to leave the queue without being getting the service. This entire scenario was responsible for a huge chunk of loss. However, with the rise of digital queuing solutions, all those problems are solved. A queue management system not just solve the problems, it is capable of improving the entire business process along with providing a facility to monitor different variables of the entire business process and collect valuable business intelligence which could later help the businesses and organizations to make improvements and plan a better strategy.

The queue management systems are a great way to tackle a lot of routine problems a business faces. For the customers to it is a very unpleasant exercise to wait in long queues to get a service. The wait time has a very negative impact on the mood and emotions of the customers or visitors. This effect can be monitored and measured at the counter during the service delivery. Most of the time when a customer is already unhappy for waiting for too long in unmanaged queues, they are also less cooperative and less understanding to the agents. However, when a customer is coming immediately or after a few minutes of waiting they appear very happy, more cooperative with the agents and server staff, and more understanding. Customer happiness plays a vital role in business growth and success. As the smartphone has become a very important part of our daily life, so businesses have started utilizing mobile phones and mobile applications-based solutions for better communications and services. Hence a mobile queue management system has been introduced. The mobile queue management system involves mobile phones to offer certain services in a certain way which significantly improves customer experience and customer journey.

What is a Mobile Queue Management System?

Before we start talking about the impact of the mobile queue management system on customer experience and customer journey it is important to understand what is a Mobile Queue Management System? A simple definition is that a queue management system that allows interaction through smartphone apps or mobile devices by any means. A mobile queue management system includes a standard queue management system with some advanced features to support mobile queuing. Mobile queuing usually involves Smartphone Applications, QR codes, SMS, etc. The customer can sign-up remotely from anywhere and should arrive at the office or branch at the time of their turn. The customers and visitors can also be notified about their turn, or status of the ongoing queues, and much more. This is how the mobile queue management system works.

How Mobile Queue Management System impacts Customer Experience?

The customer experience and customer journey is a very critical and crucial matter for a business. These days in Dubai, UAE when the competition is higher and the market trends are continuously changing, the importance of providing a great customer experience is at an all-time high. A good customer experience results in a great brand reputation and helps businesses in customer retention and significantly improve customer loyalty. One of the biggest contributors to the bad customer experience is the wait time, long wait time can completely negate all your other efforts to improve the customer experience. That is why most businesses are pouring resources to reduce wait time. Efforts are also made to improve customer experience during the wait time to minimize the stress of waiting. However, the concept of completely eliminating the wait time was like a dream a few years ago. And now it is reality, the mobile queue management systems are not only capable of completely eliminate the in-premises wait time but they are also equipped with various tools to further enhance the customer experience and interaction with the brand.

These all aspects of customer experience can be significantly improved with the mobile queue management system:

Remote Sign-up

With mobile queue management system allow your customers and visitors to sign-up for the queue even before arriving at the premises. This is a great feature to facilitate your customers, as most of the time someone is coming to an office or service center and they could get late due to traffic or any other reason and this could cause stress if remote sign-up is provided they could simply sign-up using the smartphone application without any worry of getting late or anything.

Reduce Wait Time

Wait time is the most important factor in customer experience. Longer wait time can hugely impact your customer experience. No one likes to wait for long to avail a service, no one is happily waiting in long queues. This is human nature, the first thing that we start experiencing while waiting is boredom, then we start getting annoyed, then irritated and even some customers can get angry as well. Which completely ruins the customer experience. With a mobile queue management system, the wait time can be literally reduced to zero. As the remote sign-up allows the customers and visitors to sign-up remotely so they can choose to arrive only when their turn came.

Provide Real-time Updates

The mobile queue management system’s smartphone application can provide real-time updates and status reports of the branch and queue activities along with customer’s estimated time to turn, etc. Another big advantage of mobile applications is that the customer can have a more personalized experience. All the information can be pushed in real-time. The accouchements and other communication are extremely easy for the management. The users feel very pleased by getting all the required information on their mobile screen, this improves the customer experience and customer journey.

See More : Benefits of Virtual Queue Management System

Instant Notification and Announcements

The mobile queue management system’s smartphone application can notify the customer via push notifications, alerts, emails, SMS, audio alerts, etc. The customer can get notifications for each and every customer flow for the last ten customers, or the customer can set a notification like 3 or 4 people prior to their turn, or even the customer can set notification around 30 minutes or 15 minutes or any time period prior to their estimated turn time. The customers can also set SMS alerts or email alerts or in-app notifications as per their convenience which further enhances the customer interaction with the business and improves their experience.

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

Appointments & Bookings

The mobile queue management system provides a detailed statistical data console for the customer’s various forms to let them understand the branch footfall during certain days of the month or week or certain hours of the day. This data will allow the customers to set an appointment for the date and time of their convenience or request to book a visit at a certain time and date of their choice. This not only helps to facilitate the customers but the personalized experience is a great way to improve customer happiness and satisfaction.

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

Branch Locator

The branch locator is an excellent tool to improve customer experience with the mobile queue management system. The branch locator tool allows the customers and visitors to search for the nearest branches and offices to their location from the smartphone application. The application not only utilizes the location data to identify the nearest branch location but also allows the user a chance to compare the route to certain branches from their current location, as sometimes the nearest branch could be through the busiest routes and the next branch could be quicker to reach. This feature can greatly improve the customer experience.

See More: How a KPI Software can help provide better Customer Journey?

Customer Feedback

Customer Feedback is a great way to understand what your customers really need and what are their expectations from your brand. When a customer got service from your office or branch, they request to provide their feedback about their experience. It helps you understand the customer experience, customer journey, employee behavior, and much more. The request for customer feedback about their recent experience or visit to a brand help establishing a positive relationship as it gives an impression that the brand cares about their customers and is also eager to improve their experience.

See More: What are the Different Types of Queue Management System?

Targeted Communication

The mobile queue management system’s smartphone application can be utilized as a great platform for more personalized and targeted communication. The customers always expect from a brand that it will care about them and it will treat them as exclusive and important. The personalized communication and targeted marketing build an impression that the brand is exclusively sending these communications for you (customer), and it can really improve their experience and interaction with the brand. It also allows the brand to achieve specific marketing goals.

See More: How Queue Management System can benefit in shipping industry?

Mobile Queue Management System for Non-mobile Visitors

The mobile queue management system is very capable of handling the visitors and customers who are not coming from the smartphone applications or via mobile sign-up. The mobile queue management system seamlessly blends in all the customers and visitors from the mobile application or remote signup with the customers and visitors who are arriving directly to the branch. The priority and other parameters are completely controllable from the administrative dashboard. These features are designed to significantly improve the customer experience.

The digital customer flow management and other controls allow the management and staff to improve the customer flow management for the customers who are directly visiting the branch and don’t have any mobile ticket. The mobile queue management system seamlessly blends both mobile signups and non-mobile signups and manages the queue as per the predefined policies and processes. This maintains a great user experience for all the customers.

See More: Top 8 Benefits of Using Queue Management System

Conclusion

Mobile Queue Management System comes with remote sign-up, smartphone applications, and tons of other features. These features let businesses reduce the wait time and provide innovative facilities to their customers to improve customer experience. The mobile queue management system enables the customers and visitors to sign-up easily from their mobile apps or other convenient methods. The smartphone applications provide real-time updates and live data from the branch which shows all of the current queues and their stats, along with the estimated time to turn and other information that can help the customer to reduce the in-premises wait time to almost none. The queue mobile application also comes with a branch locator which is a great feature to locate branches and compare the ongoing queues or traffic to find out the quickest route to the branch with less active queues. The appointment booking features help the customers and visitors to set an appointment at their convenience. The appointment booking module also provides helpful data and information to help the customer understand the busiest and least busy work hours and days to set an appointment for them or any other way they prefer.

These all are features and functionalities of our mobile queue management system. These features help to improve the customer experience. When a brand offered too many customer-friendly options and makes the process easier and quicker for their customers, the customer will definitely build a positive brand image. Customer experience is a key to long-term success, it helps brands in customer retention, it improves customer loyalty and boosts positive brand identity and it helps to increase the number of new conversions and sales. RSI Concepts is a leading queue management system provider in Dubai, UAE our Mobile Queue Management System is equipped with tons of customer-friendly features along with simple administration and easier system integration with other corporate tools and enterprise databases. Which enables us to innovate our solutions and products. If you need a mobile queue management system or want to discuss a possible solution or upgrade for your business, feel free to reach us out through our Contact Us page or leave us a comment in the comment box below and we will revert back to you soon.

Check out this: How Virtual Queuing can Change the Business Process?

April 11, 2021

Will the focus be shifted from Queue Management System in future?

Will the focus be shifted from the queue management systems in future? Or near future? That is a very haunting question customers are asking all the time to themselves and to us being a leading Queue Management System provider in Dubai, UAE. The customers often think why do we have to upgrade our existing queue management system? Why do we need a queue management system altogether? The answer is simple, you can’t grow or even sustain without ensuring a great customer experience and an excellent customer journey. But it is also not that simple. The customer experience and customer journey are always important for sustaining your existing customers, building brand reputation and increasing your sales. These days’ businesses and organizations are very concerned about the changing market trends and ever-growing demands of their customers. Not only that the overall standards and expectations of the client have gotten higher over the past few years. Competition is also very high, and the pandemic has also changed everything. Which even make the customer experience and customer journey more important.

See More: What are the Benefits of Improving Customer Journey?

Queue Management System Market Growth and Rapid Adaptation Trend

First, let us discuss some stats and the latest trends in the market! According to a report published in PR Newswire, the Queue Management System market is expected to grow by 6% from 2020 to 2025. Which in terms of growth is very huge growth. The PR Newswire is a well-reputed organization working since 1954 and started as an electronic press release distribution agency that utilized teleprinters to send press releases to news outlets. It is a well-reputed and respected name in the global market. The global queue management system market is expecting to grow a lot and this has invited a lot many manufacturers into the business. We have witnessed new technological advancements and more availability of the components used in the queue management system. In Dubai, UAE businesses are also leaning towards queue management systems and more organizations are implementing advanced solutions to facilitate their customers and visitors. The new trend is showing organizations ranging from educational institutions, hospitals, banks, public offices, government departments, HR offices and many more are rapidly adopting the queuing and customer flow solutions to improve their efficiency and customer experience.

See More: Benefits of Virtual Queue Management System

Impact of the Pandemic on Queue Management System Market

Surprisingly the impact of the pandemic on the queue management system market was good, unlike any other industry. As people are becoming conscious and more concerned about their personal hygiene and wellbeing, we are noticing that people are preferring to go to the places where they think they will be protected and all social distancing and other health and safety concerns will be less. The UAE government is also emphasizing social distancing and strictly monitoring everything. The vaccination campaign, strict laws and huge efforts from the government are done to ensure the health and safety of us all. Business is now exploring innovative ways and technologies to help them ensure social distancing and other safety policies to protect their customers/visitors and staff.

A queue management system can be very helpful in implementing social distancing policies. Businesses can automatically limit the number of active tickets, once the number is reached the queue management system will not issue any more tokens. This helps the staff to easily control and manage the number of visitors and customers in the branch. The human labour required is less to none as the number of visitors can be controlled automatically. This was just an example, there are a lot many features and functionalities that can help organizations to automate various customer journey steps and implement their policies with ease and precision.

See More: Queue System working in Government Departments

What is the alternate of a Queue Management System?

One thing which is impossible that somehow the customers don’t have to visit offices and customer support centres or banks or hospitals. So, until the customers don’t stop visiting there will be a need for customer flow management. A queue management system is the only available solution for that. Manual customer flow management requires too many resources and it makes the service delivery process slower. The staff and server always struggle with managing queues with manual customer flow management. Most of their energies are consumed only by guiding customers to the right counter and managing the queues, addressing people and preventing line jumpers and much more. If a queue management system is in place the staff can peacefully focus on their work the agents have less workload and work pressure and they are able to perform well. The wait time is reduced, the customer journey is improved, the customer satisfaction is increased with digital queuing solutions. So we try to think of any alternative to a queue management system the answer is none. There is no alternative to a queue management system. Of course, there are so many different sub-classifications or versions along with so many different software and hardware accessories of a queue management system but in totality, there is no such system that can replace a queue management system unless and until people stop visiting the businesses and organizations.

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

Benefits of a Queue Management System

A queue management system can be beneficial in so many different ways. It entirely depends upon your scenario and requirements. A queue management system not only used to manage customer flow but is being used to transform customer journey and experience. The business can collect valuable business intelligence using inbuilt features of the queue management system. The KPIs (key performance indicators) further help the management to understand and measure the efficiency of different processes and their staff. Such data plays a vital role in policy and strategy making. The management can take complex decisions very easily using the business intelligence and statistical data collected by a queue management system. Here are some benefits of using a queue management system:

Reduce Wait Time
Improve Customer Experience
Transform Customer Journey
Automate various processes and steps of the customer journey
Measure the performance of the staff
Reduce Service Delivery Time
Improve Service Delivery Methods
Collect Customer Feedback
Communicate with Customer via Digital Signage
Integrate Customer Data and helpful information with other corporate tools and enterprise systems
Real-time Monitoring, Remote Management and Notification Triggers
Integrate various hardware with the system to improve service delivery and customer experience such as audio announcements, EID Readers, Passport Scanners, Biometrics, IRIS and Facial Recognition, etc

Of course, the benefits of a queue management system are not limited to above all but there are a lot of things that can be simplified and improved using just a queue management system.

See More: Benefits of Queue Management using Mobile Apps

Will the Focus be shifted from Queue Management Systems?

The simplest and shortest answer is “No”. We cannot move away from the queue management systems. Just think of the mobile phones, we were living peacefully without them, suddenly the smartphone revolution took us like a storm, and the rest is history. Can we move away from our mobile phones? No, we can’t. Similarly, the Queue Management Systems have completely transformed the customer journey and the market trend. This has changed the expectations and demands of the customers as well. The customers are expecting a more personalized and exclusive treatment from the businesses and brands. The businesses are continuously looking for ways to improve the customer experience and customer journey, at the same time businesses are also seeking ways to boost employee work efficiency and reduce the resources or simply cuts on the cost, whether it is operational cost or system commissioning cost.

At RSI Concepts, we are specialized in customized Queue Management Systems and solutions, we assure our customers are getting exactly the same system that can meet their requirements and support their business goals.

See More : 3 dimensions of Queue Management System for Hospitals

Queue Management System Have Ability to Drive the Business Growth

Another most compelling advantage of a queue management system is that it has the ability to drive business growth. The flexibility to link various organizational tools and information centres with Queue Management System makes it a very effective tool to drive business growth. The in-built statistical and analytical engines process the data from various touchpoints and inputs and return actionable reports which are very helpful in taking vital business decisions for improving the customer experience and customer journey. A queue management system not only helps businesses with their customers but also helps them boosting the employee’s work efficiency. As most of the customer journey processes and steps can be automated, the integration allows data extraction from other systems which provide instant information to the server and agent, hence the workload is reduced and the work efficiency is increased. When your employee are also satisfied your customer experience and service delivery improves automatically. Above all, it allows various KPIs which further improve the monitoring mechanisms and allow the management to understand the customer journey and operations in a better and well-organized way. Which itself is a great advantage.

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

Cost and ROI

One of the major advantages of a queue management system is that the system commissioning cost is low and the operational cost and maintenance is also very low compared to other corporate tools. Above all you can always repurpose a queue management system or expand it easily with very little cost and updates and upgrades are also very cost-effective. The technology used to build the queue management systems is widely available and very cheap with a longer lifecycle. A queue management system if maintained properly could last for a decade or even higher. When it comes to the benefits of a queue management system and the return, the first thing is its exceptional capabilities to transform the customer journey and customer experience. Along with vital business insight, KPIs and a boost in employee performance make it the most sustainable and productive enterprise system. If we calculate the ROI (return over investments) in terms of customer retentions, brand reputation, brand trust and boost in sales and conversions, it is truly remarkable. With a very little investment, the organizations and business can do wonder in achieving their objectives and financial goals.

See More: Improve Customer Service with Queue Management System

Conclusion

Will the focus be shifted from Queue Management System in future? No. The service-based industries are heavily relying on queue management systems. They are very cost-effective the ROI is excellent. The market researchers are predicting huge growth in the coming year. The customer journey and customer experience have become the most important factor in any business’s success. The customers are more demanding and the expectations of the customers from brands and service providers are very high in Dubai, UAE. The list of benefits of a queue management system is staggering. The flexibility to adopt different scenarios is exceptional the technology is widely available and long-lasting. The maintenance and operational cost are very low.

The business can easily achieve its business goals and objectives. Customer retention and brand reputation building is comparatively easier to achieve with a queue management system. The business and organizations can rely on a queue management system to ensure steady growth. Customers will never stop visiting the businesses hence a queue management system will always be required. There is not even a remote possibility that I could think of which could cause the decline in the queue management system market. Businesses must have to have a digital queuing solution to ensure customer satisfaction, optimum employee efficiency and customer retention, cost optimizations and building brand reputation which can ensure steady growth.

RSI Concepts is a well-reputed queue management system provider in Dubai, UAE having hundreds of active installations in all different sorts of industries. If you need a quote or even just want to consult to explore further, please reach us out through our Contact Us page or leave a comment below.

Check out this: How a KPI Software can help provide better Customer Journey?

April 6, 2021April 6, 2021

How can the customer experience be improved with RSI Queue Management System?

How can the customer experience be improved with RSI Queue Management System? Before we jump into the subject, it is important to understand what exactly is customer experience? Well, the simplest definition is all the touchpoints where a customer interacts with the organization and their staff are the contributors to the overall customer experience. With the rise of modern technologies and innovation in the digital world, the expectations of a customer in Dubai, UAE have risen to an extent where every organization needs a specific customer experience enhancement policy or strategy. RSI Queue Management System is one of the great tools to help boost the customer experience which eventually helps organizations to establish a good brand identity and all those efforts lead them to effectively sustain their existing customers as well as attracting more customer and prospects. The customer experience can greatly impact your overall sales and customer retention.

If a customer left the branch happily, they will promote a positive brand image, if a customer will be left unhappy they will definitely discuss their bad experience with their colleagues, family and friends. If there is a problem in the customer flow management and queue management the chances are more customer will leave the branch unhappy and annoyed, which could have devastating effects on a brand’s repute and brand identity. Which will not only repel your existing customers but will also decrease sales and conversions. Which is the long terms could be very difficult to rectify.

See More: The Leading Queue Management System Provider in UAE

Improve Customer Experience with RSI Queue Management System

Customer experience is very critical for customer retention, more sales and a good brand reputation. Now the question is how a queue management system can improve the customer experience. Well in order to understand it completely we have to understand all direct and indirect impact of a queue management system on the operations, service delivery and customer’s satisfaction. Everyone wants a satisfied and happy customer. Everyone is willing to go the extra mile to make their customers happy and satisfied. It is not entirely about the resources and labour you are investing but it is majorly on the strategy and effectiveness of your strategy. The best to get started with is your customer flow management or commonly known as a queue management system (QMS). Here are a few benefits of a queuing solution that could effectively improve your customer’s experience as well as brings other benefits too:

See More: Queue Management System Problems and Solutions in Dubai

Organized Customer Flow Management

If you are not using a digital customer flow management solution then most of the energy and efforts of your staff and servers will be consumed in managing the customers and visitors manually because in that case, there would be a lot of confusions among the visitors and customers, people could even end up on being a wrong queue entirely and a lot many such problems. But with an effective digital queue management system you can easily avoid all that, you can reduce the workload of your staff as well which will improve their work efficiency and you can easily satisfy your customers and visitors.

See More: Future of Queue Management System in Dubai, UAE

Reduced Wait Time

As soon as you start organizing the customer flow with a queue management system you will notice a sharp decline in the wait time. As all the people are organized and the staff is managing them with more ease and comfort, their service delivery time will automatically reduce hence each customer and visitor will have to wait for less. No worry about line jumpers or any mismanagement during the queue. Everything is organized and well-controlled and monitored by the staff. The wait time is a huge cause of customer dissatisfaction. As no one wants to wait in a long queue, no one likes to wait for hours to get a service and as soon as you started getting happy or calm customers at the counters they will behave more cooperative with the staff and more understanding. Which itself is an indicator of improved customer experience.

See More: Queue Management System to aid Social Distancing

Automatic Customer Journey Management

Another very advanced feature of the RSI Queue Management System is that it allows organizations to automatically manage the customer journey. Customer journey management plays a great role in improving the customer experience. For example, if you have multiple counters, with multiple agents, and most often business has dedicated counters for dedicated services too. Or in some cases, some counters are exclusive to certain customers, for example, disabled customers and visitors, VIP customers, or priority customers. Another example is if service delivery is done through multiple counters, for example, at one counter you pay the fee and from the other counter you do the data entry, get the service done, or the service itself requires two or more counters to get a complete service delivery done.

All these scenarios can be automated using our RSI Queue Management System. Another most often requested feature from our Dubai, UAE based customers is that the Queuing System should automatically reroute the customers to the vacant counter. Our Queue Management System is fully equipped to handle all those scenarios with a very flexible and administrative control panel to further enable the business to utilize the features as per their policies and needs. This automatic customer journey management helps further reducing the wait time and improve service delivery efficiency. Which improves the customer experience and also reduce the workload of the staff.

See More: Paperless Queue Management System – Dubai

Improve the Waiting Area Experience

RSI Queue Management System comes with in-built additional controls for the digital signage application. This allows the organizations to actively play multi-media content on the large screens which are traditionally used only for displaying the ticketing information. RSI Queue Management System enables the organizations to display the updated ticketing information automatically in real-time along with some multi-media content as well. The effect of multi-media content is that it helps reduce the stress of waiting and the visitors and customers can spend their time while watching interesting videos or adverts along with the updated ticketing information. Which also let them see their token number approaching quickly. It also helps to reduce stress and calm them.

Another great feature of our Queue Management System is that it also prints the estimated time to turn on the token or ticket. Which itself has a great psychological effect on the customer’s mind as waiting for a known time is less stressful than waiting for an unknown time. The multi-lingual audio announcements also keep the customer engaged and reduce the effects of waiting. Collectively these all features make the waiting time experience more comfortable and relaxing than any other traditional queuing solutions.

See More: Complete guide to Queue Management Systems in Dubai

Provide Remote Sign-Ups or Virtual Queuing

RSI Queue Management System have another great modular component which enables the business to offer virtual queuing and remote sign-up facility. The remote sign-up means that a customer can enrol on a physical queue without being physically present in the queue. This is a huge leap in customer experience and customer journey improvement. The customer does not have to physically appear at the branch to enrol in a particular queue but it can be done remotely either from the comfort of their home or office or while travelling towards the branch sitting in their car. There are so many different approaches that are being used by our customers in Dubai, UAE such as SMS, Email, Call, Smartphone Applications, Website or Online Customer Portals, etc.

It provides freedom and the customers know when they should arrive, in some mediums the business can even provide full real-time updates of the ongoing queues and much more. Which really improves the customer experience. This could literally reduce the wait time to zero, as the customer can only arrive at the very exact time of their turn and still get served. This not only helps the customers but it also helps the businesses and organizations a lot, they don’t have to worry about crowd forming in their waiting areas and they don’t have to allocate more resources to manage a large number of people in the waiting area and so on and so forth.

See More: Features of an efficient Queue Management System

Smartphone Applications

RSI Queue Management System is fully equipped with smartphone applications as well for both Android and Apple iOS. This could be a great competitive edge for the business and organizations in Dubai, UAE. As we all know the general population in Dubai, UAE spends a lot of time on their smartphone devices. Which makes it a great platform to communicate and facilitate your customers. The smartphone applications can help the customers and visitors to utilize the virtual queuing, sign-up for a queue remotely, use the nearest branch locator, compare the estimated time at various branches and choose the one with the lowest wait-time and much more.

The customers can get real-time updates of the ongoing queues and reminders and notifications about their turn. It can also enable them to schedule their visit on a particular date or time if available and a lot more. The business can even utilize smartphone applications to ask their customers and visitors for their feedback which is a very valuable business intelligence asset. These features not only improve the customer experience but also improve the brand image and reputation. Such facilities and services help organizations to build trust among their customers and improve customer retention.

See More: What is Linear Queuing Queue Management System?

RSI Queue Management System and Social Distancing

Another great advancement in RSI Queue Management System is its ability to support the organizations in actively implementing the social distancing. As we all know it is mandatory at all public places and the governments of Dubai and UAE have zero-tolerance policies towards social distancing. Apart from government enforcements, it is our moral duty to strictly abide by the social distancing laws. RSI Queue Management System can help businesses to easily control the number of people on the premises by controlling and limiting the number of active queues automatically. All you need is to do an initial setup and the rest will be taken care of by the system. This not only reduces the workload of the staff but it also ensure the customer’s safety and health as well as of the staff.

See More: How queue management system used in social distancing?

Conclusion

RSI Queue Management System is a result of continuous research and development for the past decade. We have established a vast spectrum of the portfolio with a variety of products and specialized solutions for different industry sectors. RSI Queue Management System can drastically change the way you handle your customers. The core features and functionalities are designed to support the business in implementing its customer satisfaction policies. Our queuing solutions not only improve the customer experience and customer journey but also allow the business to collect valuable business intelligence with could help them further optimizing their services and service delivery mechanisms. Whether it is virtual queuing, online booking and appointments, smartphone applications or customer feedback the RSI Queue Management System support a unified solution for all those problems. Our systems are capable of significantly reducing the wait time and workload of the staff. The reduction in wait time makes your customers happy and the reduction in the workload of your staff enables them to work with their maximum potential and efficiency which ultimately also results in satisfied customers.

Feel free to leave us a comment in the comment box below or contact us through our Contact Us page if you need a quote or just want a consultation for your requirements. We would be happy to help.

Check this out: 10 Reasons to Choose RSI Queue Management System over Other Similar Products