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

February 14, 2023

Queue Management System Features you Need for Modern Queuing

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

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

What is Modern Queuing?

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

Features of a Modern Queue Management System

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

Queue Management System Features: Digitalization and Automation

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

Queue Management System Features: Significant Reduction in Wait Time

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

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

Queue Management System Features: Support for Virtual Queuing

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

Queue Management System Features: Centralized Management

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

Queue Management System Features: Data Collection

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

Conclusion

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

Check out this: The Benefits of Electronic Queuing System

October 26, 2022

How Queue Management System Helps Maximizing the Efficiency?

Business in Dubai and all around the UAE are struggling with their customer flow management. The service industry is literally investing billions on customer satisfaction solutions all around the world. The customer satisfaction and customer happiness is crucial for the survival of service based businesses. Here in UAE, the competition is high, customers have a lot of choices to choose from. If a business failed to deliver a delighted experience the customers will explore other possibilities. The waiting experience will impact the customers’ perception about your business. If the queues are too long, waiting time is high and the queues are not managed effectively, the customers will have a very bad experience. The customer experience drives customer happiness and satisfaction. The customer satisfaction is considered to be a key to customer loyalty. Every business needs loyal customers, acquiring a new customer is 5 to 25 times more expensive then selling to an existing customers. That is why the customer loyalty is a key to long term sustainable growth and profitability.

In this blog we will discuss how a queue management system facilitates queuing process and improve customer journey by helping in maximizing the efficiency of the processes and performance of the employees.

Queue Management System Automates the Virtual Queues

One of the biggest advantage of a queue management system is that it automates the queues. Actually it creates virtual queue, which means the customers don’t have to be physically present in a line. They can wait anywhere in the waiting area while their turn will come like they are standing in the waiting line. The customers are served on the bases of their queue number, which is also managed virtually. When a customer or visitor arrived at the business, they are asked to sign-up to the queue. Usually this is done via an interactive self-service kiosk. The customer are provided with an intuitive user interface which support multiple languages and allow customers to choose the service they need. Then the queue management system automatically issue them a ticket as per their number, and sign them up for the relevant queue virtually. They don’t have to stand in a waiting line, they can wait in the waiting areas or designated spaces. When their turn comes, the queue management system make announcement on the large display screens in the premises, and also on the audio announcement system.

The customers are only required to opt for the service they need, rest of the entire queuing process is managed by the queue management system automatically. This can significantly improve the efficiency of the branch. Without the queue management system the customers and visitors have to wait in long queues, which cause a lot of problems and management issues. The business will have to assign more staff for queue management, even the service agent will have to work harder to manage the manual queues and to solve the problems. The customers and visitors keep complaining about several issues such as line jumpers, slow moving queues, poor management by staff, or biased or favoritism of staff, etc. Another common problem is that people don’t know which queue they should stand, and most of the time due to lack of knowledge they end up in wrong queues, sometimes people tend to jump into the line which they think is moving fast and cause problems. All these issues can significantly deteriorate the performance and efficiency of the entire branch.

Queue Management System Reduce Staff’s Workload

When the staff is distracted in managing queues, or listening to customers complaints they can’t focus on their primary tasks hence their performance and efficiency declined. Especially during the peak hours, the staff gets engaged in unnecessary work, which further deteriorate their performance and efficiency. There are a lot of factors that also impact the efficiency, such as the customers’ waiting experience, the resources management strategy, the staff behavior, and even the conditions in the waiting areas will directly or indirectly impact the efficiency. When staff is working heavy workload their behavior, their performance and service quality got impacted negatively. A queue management system automates almost all steps of customer journey, it lift all unnecessary work from the employees, which means the employee have only the most important tasks to do and very less things to worry about. This let them focus more on their primary tasks. On top of that when customer reach to the counter while they had a good waiting experience they are more cooperative and understanding which also help service agents to improve customer experience and ensures maximum performance and efficiency.

Queue Management System Automates the Entire Customer Journey

The automation is a great way to improve efficiency and productivity. A queue management system is a very capable tool, it has ability to completely automate the entire customer journey while improving customer experience and reducing employee workload which helps maximizing the efficiency. Usually businesses offer multiple services and have multiple service counters. Some counters and agents are exclusive for certain services, and there are some priority customers too. Some businesses also have stepped services which require a customer to go to several counters to complete a single service delivery.All these variables make queue management a bit more complex and difficult for the human staff. However, a queue management system comes with a powerful software engine which allow businesses to customize a lot of configurations and help them effectively implement their strategies. A queue management system can effectively automates the entire customer journey, which means from checking it to reaching to the service counter, all steps are automatically managed. This improves the customers flow and maximize the operational efficiency of the branch.

Queue Management System Improves Customer Satisfaction and Reduces Customer Churn

The customer churn is one of the biggest problem for any service based business. The customer churn means a customer arrived at the business, but left without making a transaction/purchase. This is majorly due to long queues and longer waiting time. The customer satisfaction is also declined when your customers will have to wait longer and they have bad waiting experience. In order to solve all those problems, the queue management system automates the customer journey, which significantly reduce the customer wait time. It keep customer engaged with in-built tools such as audio-announcements, live queuing information and facilitating communication among customers and the business by mobile apps, customer portals and online channels. The reduction is waiting time have direct impact on customer churn, less wait time, very less customer churn rate. Enhanced waiting experience not only help reducing churn rate, but it also help obtaining customer satisfaction. Happy and satisfied customers are a great asset to any business. They tend to be a good brand advocate and usually much more tolerance to the bad experiences. They do repeated business and can significantly boost the profitability. Efficiency is not just a quantitative aspect of queuing but it is also a measure of qualitative aspects.

Queue Management System Provides Real-time Performance Monitoring and Management

The queue management system consists of a core application which is a server side software. This enable the queue management system to update all the data on the server in real-time. The queue management system comes with several interfaces and dashboards, such as customer interface (kiosk, mobile apps, online portals, WhatsApp, etc.) and different dashboards for different users from the business, such as agent dashboard, administrative dashboard, etc. These dashboards allow the business to build a complete administrative hierarchy as per their internal processes. That is not all the administrative dashboards also provide real-time queuing updates and performance data. The branch managers can monitor the complete queuing process in real-time. This enables them to quickly respond to unexpected situations, help them identify the bottlenecks, and let them take action in time to quickly solve problems and it also provide them full information about the workload of each employee which let them evenly distribute work in case of unexpected increased flux of customers. If more branches are connected to the queue management system then the head office can have same control and monitoring capabilities over all connected branches. Which help boosting the performance and efficiency.

Queue Management System Provide Valuable Business Intelligence Data

The business intelligence data is a very vague term, it include a wide spectrum of statistical and analytical data long with VoC (voice of customer) or customer feedback data. That data help businesses understand various aspect of their queuing and several other internal processes and help them identify the areas of improvement. The business intelligence data can also be used to evaluate and measure the effectiveness of the strategies and polices. A queue management system have capability to capture data at each and every touch point during the customer journey. For example, the queue management system is capable of monitoring and recording the time a customer spent at each stage or step of customer journey, regardless of the complexity of the customer journey. It records analytical data of customer flow and help businesses understand various trends such as peak hours, peak days, daily footfall, customer churn, etc. The queue management system can also effectively monitor and measure several employee performance KPIs (key performance indicators). Which help managers understand the strengths and weaknesses of the employee, the same data can also help HR and it can also be used to setup training programs.

The VoC or customer feedback is also a very valuable data. A queue management system have in-built tools to collect customer feedback data. There are several benefits of linking the customer feedback and the queue management system. The biggest advantage is that it help facilitating the feedback processes, it minimize the customer efforts in providing customer feedback and can identify them using internal integration with customer database and service delivery tools. Which not only make the customer feedback quicker for the customer but also provide valuable customer details along with their feedback. The customer feedback data help businesses understand the liking, disliking, preferences, desires, and needs of the customers and it also help understanding various market trends. On the bases of customer feedback data and other business intelligence data businesses can easily draw new customer centric policies and build strategies to maximize the efficiency and performance. The business intelligence data also help businesses in evaluating their policies and strategies and provide complete historical data which help them in comparing efficiency and several other analysis. Ultimately this help businesses gradually maximize the efficiency and performance of the branch.

Conclusion

The service industry’s biggest problem is the effective queue management and satisfactory customer experience. The customer satisfaction is always a top priority, which is impossible without effective queue management. A queue management system can help businesses dealing with these problems. It improve the queuing processes and also help improving the productivity and efficiency of the staff and relevant business processes. Queue management system can completely automate the customer journey which streamline customer flow. It significantly reduce the customer wait time and allow them to wait comfortably without physically standing in the waiting lines. It also eliminates all traditional queuing problems and reduce the employee workload. When employee work under balanced workload their performance improved and the quality of service is also improved. This also help maximizing the efficiency and customer satisfaction. The customer satisfaction is crucial for business growth and profitability. It is 5 to 25 times less expensive to sell to an existing customer than acquiring a new customer.

The queue management system help effectively implement strategies and polices. It also collect valuable business intelligence data which help businesses understand the customers’ needs, desires, and trends. Businesses can also evaluate their internal processes and strategies which help them built more effective queuing strategies. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject, or if you want us to help you deploying a cost-effective tailor-made queue management system to maximize the efficiency. Please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

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