types of queuing systems Archives - RSI Concepts - Top IT Solution Provider Company in Dubai, UAE

January 25, 2023January 25, 2023

The Benefits of Electronic Queuing System

For all customer facing environments the long waiting lines, crowd formation, and unexpected workload could be a great problem. Think of a customer, who visited a business, bank or a public office to avail an important service, there are long waiting lines, the customer will get confused about which line they should be in or whether their queue is moving or not and on top of that they have no clue of how long it could take them to reach to the service counter, even if there is a waiting area, that might be full too, and mostly during the peak hours some people might not find an appropriate space to sit comfortably, how frustrating it could be for a customer? The customers are always impatient, that doesn’t mean you should take this problem lightly, but the question is how much resources a business can spare for the queuing process. Surely appointing more employee for the task will help, but what about the cost? Obviously if you will hire more staff for the queuing the cost will rise. Apart from the cost, the quality is the most important aspect of the queuing process. The quality here means the customer experience and customer satisfaction. Adding more staff wouldn’t have huge impact on waiting time neither it could improve the customer experience much. That is why businesses need an electronic queuing system.

What is an Electronic Queuing System?

An electronic queuing system is a digital tool that is used to improve the queue management process. The queue management system or electronic queuing system is a technological solution based on hardware and software components. These components work together to provide a highly structure and very efficient framework for the queuing process. Businesses can have many different software and hardware components to meet their needs, however in a most basic queuing system these are the essential components:

Electronic Queuing System – Hardware

Ticket Dispensing Machine or Interactive Self-Service Ticket Dispensing Kiosk
Counter Plates where the counter numbers and the ticket number is displayed
Digital Signage Screens where the live queuing information are displayed
Audio Announcement System for customer calling (usually it is multilingual)

Electronic Queuing System – Software

Core Server Side Application which is hosted on a server or cloud
Agent Dashboard where the agents manage queues and customer calling
Administrative Dashboard where the management can access the backend of the system
Customer UI (user interface) where customers interact with the system for signup

These are the basic components that are essential to setup an electronic queuing system. However, there are penalty of more software and hardware add-on which can be used to offer more innovative features and help businesses to further improve the efficiency and efficacy of the queuing process.

What are the Benefits of an Electronic Queuing System?

A good quality high-performance electronic queuing system is a great tool to maximize the efficiency, performance and productivity of the customer facing environments which can significantly improve customer experience and help businesses attaining higher customer satisfaction. The electronic queuing system doesn’t only improve customer flow and organize your queues but it can offer a penalty of other benefits which are mostly less obvious. In this blog we will list the key benefits of electronic queuing system which can greatly help businesses improve their customer facing environments.

Benefits of Electronic Queuing System: 1. Reduce Wait Time

The customer wait time is a serious issue in queuing process. This is one of the most impactful factor which negatively impact your customer experience. Long waiting time cause frustration, stress and unhappiness. When a customer reached to a counter unhappy and stressed, it become significantly harder for the service agents to satisfy them. An electronic queuing system help reducing the customer wait time by improving the customer flow, organizing the queues, and improving the service agent’s performance. It completely automated the process, since customers knows that everything is computer-controlled they don’t have any doubts or concerns, they also get regular updates on the digital signage and via announcement system hence they know the queues are moving. Furthermore the electronic queuing system can also provide an estimated wait time on the bases of historic data and real-time inputs from the system. This also help reducing the stress and improve customer experience. The reduction in customer wait time also have huge impact on all other aspects of queuing process which also help maximizing customer satisfaction.

Benefits of Electronic Queuing System: 2. Offer Virtual Queuing

The virtual queuing is not a new phenomenon, however, the modern electronic queuing system offers a tons of features which can greatly improve customer experience and also the efficiency of the process. The virtual queuing allow customers to sign-up for the virtual queues remotely. This means that the electronic queuing system integrates multiple digital channels which allow customer and visitors to interact with the system such as Email, SMS, Online Customer Portals, Corporate Website, WhatsApp, Queue Management System Mobile Applications, QR Code, etc. These features will allow customers and visitors to sign-up for the queue without being physically present at the business premises. Furthermore the customers are also provided with an estimated wait time, which is usually 96% accurate and calculated by the AI (artificial intelligence) based smart algorithms on the bases of historic data, current customer flow and employee efficiency.Moreover the system also keep updating customers and sending to them alerts and notifications. This help reducing the wait time to literally none and raise customer satisfaction.

Benefits of Electronic Queuing System: 3. Improve Service Quality

There are multiple factor that are improved by an electronic queuing system which help improving the service quality. For example, the employee who don’t have to worry about customer queries, complaints or visibly large number of people in waiting line, are tend to perform better. As they can focus on the primary tasks without any worry or interruption. Furthermore when the customers are provided with excellent waiting experience and short waiting time they tend to arrive at counters in a more calm mental state which help both employees and customers to quickly resolve issues and it also raise the tolerance and understanding of the customers and help improving their experience, consequently the service quality get improved. A good customer-agent interaction also help improving the service quality and customer satisfaction. An electronic queuing system can also collect important information about the customers and provide it to the agents even before they arrive at the counter, which also help service agents to deliver a bit more personalized customer experience. All such factors help improving the service quality and customer satisfaction.

Benefits of Electronic Queuing System: 4. Higher Employee Satisfaction

Employee satisfaction plays a crucial role in service quality and customer happiness. Happy and satisfied employees tend to perform well and deliver quality work. No employee will be happy to deal with frustrated, anxious and annoyed customers, this will decrease their morale which will eventually reduce their productivity and efficiency. An electronic queuing system help solving this problem, it enhances customer experience at all touch points, reduce customer wait time, and with the virtual queuing it offers a highly satisfactory customer experience. Furthermore the employees start getting tired and stressed under heavy workload. Especially in manual queuing environment the employees with have to deal with several other problems which are not part of their job, thence their focus on primary tasks reduced. However, the electronic queuing system help eliminating all those problems and factors that distract employees and it also help reducing employee workload by automatically routing customers to other counters with shorter queues to balance the workload which can significantly improve employee happiness and satisfaction.

Benefits of Electronic Queuing System: 5. Attain Customer Loyalty

The customer wait time and experience are the two main reasons of higher customer churn which means the customer who enter to your premises but left without making a transaction. The customer churn is almost opposite to customer loyalty. Reducing the customer wait time might look just a small thing, but it has significant impact on everything. Reducing the customer time to a few minutes could have huge impact on customer happiness. Studies have revealed that on an average a customer can wait for up to 9 minutes, after that every second will add to their unhappiness and frustration. This time differs from industry to industry but reducing just a few minutes in wait time could make a huge difference. The virtual queuing is a great tool to drastically reduce the wait time. Furthermore the automation, welcoming interaction with the self-service kiosk, the information displaying on the digital signage, the audio announcements, the mobile notification and quicker service delivery all contribute to customer satisfaction. Satisfied customers are tend to be more loyal to the brand. The customer loyalty is considered to be the foundation of growth, development and progress. That is why it is important to increase customer loyalty but offering them best experience and high quality service.

Benefits of Electronic Queuing System: 6. Improve Employee Performance

Performance management is strategically very important business function. Businesses are proactively monitoring, measuring and improving their performance. For that they have adopted various methods and practices. Most of the modern performance management methods are heavily relying on collecting in-depth performance data and developing highly accurate monitoring mechanisms. An electronic queuing system is a highly efficient digital tool which is built on smart software engine and autonomous algorithms to drive efficiency and productivity. It can provide a wealth of business intelligence data, the employee performance management data is one of the key component of its data collection function. It can provide various employee KPIs which can directly be fed to a third-party performance management system or managers can utilize the in-built analytical tools to evaluate the performance of individual employee, teams and the entire branch. It can accurately calculate the average number of customers served in a single shift, the average service delivery time for each individual service, the active and inactive time, the time spend on pre and post service tasks, etc. and much more which help management evaluate the employee performance and take informed decision related to HR, employee development and training, etc. This performance data help management to improve employee performance in long term.

Benefits of Electronic Queuing System: 7. Collect Business Intelligence Data

The modern day businesses heavily rely on IT (information technology) and the data is the lifeblood of the digital technologies. Businesses in Dubai and all around the UAE have transformed the marketplace by implementing high-tech solutions and utilizing digital platforms. Studies have revealed the businesses who based their strategies and planning upon real data instead of speculation and guess work are tend to be more productive and successful. That is why it is crucial to collect business intelligence data. The electronic queuing system can collect a variety of statistical and system usage data along with employee performance data. It also help management understand various trends and customer behavior which help them make informed decision. The management can also perform various analysis using in-built analytical tools to produce actionable reports which can be used in decision making and strategy building processes. It will also help management to evaluate their strategies and polices on the bases of the data and provide them features to compare the performance of different branches. This data help management understand customers, flaws in their process, and it highlight the areas of improvement. That is why the business intelligence data is crucial for a business.

Benefits of Electronic Queuing System: 8. Reduce the Operational Cost

The electronic queuing system is not only effective in enhancing the customer experience and raising their satisfaction but it can significantly reduce the operation cost of a service center. The manual queue management is very inefficient, it require businesses to put a lot of resources which is expensive, it is not only appoint employees, it is the hiring cost, the continuous salaries, and other employee retention expenses and on top of that despite investing huge financial and human resources the manual queuing process still remains inefficient and ineffective. That is why businesses are rapidly adopting to electronic queuing systems. An electronic queuing system can reduce the need of human resources, as the entire customer journey is managed fully autonomously. It is this automation and ability to monitor performance and evaluate the key factors of the process which makes electronic queuing systems the best companion of modern businesses and a best tool to branch digitalization. In small and medium sized customer service centers an electronic queuing system can reduce the need of employee to up to 60%, which is huge, and in larger service centers it can even reduce it further. Above all the electronic queuing system is a one-time investment there is no reoccurring cost and its maintenance requirements are near to none with a longer lifecycle which significantly increase its ROI and help reducing the operational cost.

See More: How to Avoid Long Queues at Your Events

Conclusion

The least thing a customer want when they visit a public office, customer service center or a business is the long queues and crowded waiting areas. No one likes waiting, everyone wants to get everything done quickly so they can move to the next thing. Whether it is a visit to a service center, or a bank or a public office, it is always out of routine, people have to stuff it into their daily schedules that is why everyone wants to get it done very quickly. The waiting is one aspect of customer experience there are several other things that impact customer happiness. Every business wants its customers to be happy and satisfied, because the satisfied customers are tend to be more loyal and the customer loyalty is the foundation of long-term success. An electronic queuing system not only help reducing the customer wait time, but it also help improving their waiting experience, communication and it increases their engagement. Furthermore it also help improving employee satisfaction and their performance which results in better customer experience and high-quality services. The service quality and customer experience will determine the level of their happiness. An electronic queuing system is very cost-efficient solution and it also help significantly reduce the operation cost of the service center.

The electronic queuing system can provide a great wealth or valuable business intelligence data which help businesses improve employee performance and service quality, it also help them identify the areas of improvement and help them to gradually improve their policies, strategies and processes. In this blog we have covered the key advantages of deploying an electronic queue management system in your customer facing environment. If you want to learn more about the subject or if you want our help to design a tailor-made electronic queuing system exclusively 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: How Customer Experience Help Boosting Website Conversions?

January 13, 2023

Must have features of Queue Management System

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

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

Important Features of a Queue Management System

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

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

Features of Queue Management System: 1. Essential Hardware Components

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

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

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

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

Features of Queue Management System:2. Essential Software Components

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

Customer UI
Service Agent Dashboard
Administrative Dashboard

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

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

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

Features of Queue Management System:4. Virtual Queuing

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

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

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

Features of Queue Management System:6. Centralized Administration

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

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

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

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

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

Conclusion

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

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

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November 28, 2022

Why Virtual Queuing Has become an Essential Part of Modern Queue Management Systems?

Businesses are using different queuing techniques and methods in order to delight their customers and visitors. Earlier it was just manual queuing where people were standing in physical lines and waiting for their turn. The virtual queuing methods have become obsolete over the time, and the more modern and technology based digital queue management system took over. However, not all queue management systems are the same, some offer more innovative features and some don’t. Basically a modern digital queue management system is combination of software and hardware tools which help businesses streamline the customer flow and manage the queues with more efficiency. A good queue management system not only help regulating the queues, but it also helps improving the customer experience and the staff efficiency. The digital queuing is not a new concepts in fact businesses are using digital tools and technology to aid their queuing methods since around past two decades. As the other technology evolves such as computers, internet, smartphones, etc. the queue management systems have also evolved.

Now a days a modern queue management system includes a variety to technologically advanced features which evolved over a long period of time and got more efficient. With the rise of queuing technology high-end manufacturers also started investing in research and development (R&D) which speedup the modernization of the industry. The virtual queuing is also a very modern and advanced feature of a digital queue management system. It is being present since 6 to 8 years, but rapid adaptation occurs during the 2020 and onwards. When the social distancing become a new norm and the businesses were required to impose strict health and safety policies the virtual queuing have proven to be one of the most effective tool ever. That is what really paved the way for the virtual queuing. Now a days businesses are rapidly adopting and implementing virtual queuing technologies to enhance the customer experience and to improve their operational capabilities, productivity and performance of the employees. In this blog we will discuss what is virtual queuing and why it become essential for a modern business.

What is Virtual Queuing?

By definition a virtual queuing is a queuing process which allow customers and visitors to signup remotely using multiple remote channels such as mobile phones, SMS, emails, appointment booking portals, website/online, call, etc. The virtual queuing doesn’t require customers and visitors to wait inside the premises and provide customers with the freedom to wait remotely, outside of the business premises and arrive only when their turn comes. This can significantly reduce the wait time, in fact the wait time at the branch/premises can be literally reduced to none. That is one of the greatest advantage of the virtual queue management systems. The virtual queue management system allow customers to sign-up remotely thorough any preferred channel, it a lot them a virtual ticket or e-ticket, which is their identifier. Along with that the queue management system can also communicate with the customers via SMS, smartphone app, or online portal. The staff and service agents can also communicate with the customers. The virtual queue management system keep providing them the live queuing information and allow them to arrive only when their turn comes, hence they don’t have to wait within the premises or confined waiting areas.

Why Virtual Queuing has become an Essential?

Before we start discussing the benefits of the virtual queuing it is important to understand how market and customer preferences are changing. The Dubai and in fact the entire UAE is a highly advanced market, the economy is growing steadily, the overall market conditions are very business-friendly, this means the competition is also very high. High competition results in more competitive markets which resultantly raise the customer standards. Here in UAE an average consumer is very well-versed with the technology and several industries have witnessed a common change in customer behavior which is the preference of digital experience over regular experience. Here in UAE the internet penetration is 99% and almost the same percentage of population uses smartphones and spend hours on social media on daily bases. This lead to a universal change across all industries. All businesses started leveraging these modern technologies which led to more dominance of digital interaction and digital experience. In fact now a days a common consumer expect some kind of digital experience from their favorite brand. The virtual queuing is the same thing for the service based industry.

It is not only to satisfy the needs or expectations of the customer but it also have a lot of other perks. Here are some key advantages of the virtual queue management system which are helping both businesses and the consumers as well.

Simple Multi-channel Signup Facility

One of the biggest advantage of the virtual queue management system is that it offer more freedom, flexibility and facility to the customers. The customers can sign-up for the queue remotely. They don’t have to approach the ticket dispensing kiosk or unit to sign-up for the queue. In fact they can sign-up for the queue while sitting at the office or at home or on the go. The virtual queue management system integrates several digital and remote channels which allow customers to sign-up remotely. The customers can sign-up using the integrated queue management system smartphone app, they can utilize the appointment booking portal, they can use company website or dedicated customer portals, etc. The virtual queue management system also offer sign-up with SMS, email, phone call and even WhatsApp. These all are very convenient and easy-to-use channels. Everyone who signed-up will get an electronic ticket number, which will be their position in the queue. The queue management system can also collect basic information via these remote channels which is required to sign-up customers for the right queue. These methods make the sign-up process very simple and more convenient.

Enhance Waiting Experience and Reduce Wait Time

Another great advantage of the virtual queue management system is that it can significantly enhance customer’s waiting experience. The customers can sign-up remotely, the queue management system provides them with their e-ticket and their expected wait time. This enables the customers and visitors to plan their visit accordingly. They can plan their journey in a way that they arrive only when their turn comes. This also means that there would be no wait time at all. The customers and visitors are not bound to be present at the premises, which means they don’t have to wait either. Customers and visitors can wait at their home/office, nearby market, mall, at any other place and they can also plan their visit to arrive at the very time of their turn. The virtual queue management system smartphone app allow businesses to send queuing updates, alerts, and notification to user’s smartphone. Furthermore the virtual queue management system can also utilize the online portals, SMS and WhatsApp. These all facilities significantly enhance customer experience and reduce the customer wait time. Wait time is one of the major cause of customer unhappiness and if it can be reduced the customer happiness increases.

Automate Several Steps of Customer Journey

The digital innovation drives automation and automation means less human involvement in any process, which not only improve the process but also reduce the expenses of the business. A virtual queue management system can automate several customer journey processes, such as customer sign-up process, which is automated and also offer self-service channels to the customers. The customer flow management is fully automated. The virtual queue management system has AI (artificial intelligence) based algorithms and smart software engine which can capture analytical and system usage data in real-time, the data is recorded in the storage as well as fed to the AI algorithms which take real-time decision to streamline the customer flow. In any customer service center there are several services and several counters, some counters are dedicated for exclusive services some might serve premium customers or different customer groups, some services have more delivery time than others, some employees have more experience and better performance than the others and a lot more variables are there. All these variables can led to a more complex queuing situation and make management difficult for the staff.

However, a virtual queue management system can automatically process all these variable and take decisions based on the queuing policy. For example, if an employee left the counter, or the service delivery is taking more time than usual, the virtual queue management system’s smart algorithms can immediately sense it and they can divert the customers to other fast-paced counters without effecting their wait time and so on and so forth. The entire customer flow process is very dynamic, unlike manual queues when a customer is standing in a line, if that counter gets slower than the customers will have to wait longer. And if the counter stopped due to some reason, then it would become a huge problem to insert the customers in other queues. However, with the virtual queue management system none of such problems occurs, as all customers and visitors are signed-up for virtual queues and they are not physically standing in waiting lines which makes it easier for the queue management system to move them between different waiting lines to make sure the customer wit time won’t increase.

Furthermore the virtual queue management system continuously share information about the queues and keep the customers and visitors updated all the time via their preferred communication channel. Usually the queue management system mobile apps, SMS, WhatsApp and online portals are used to communicate with the customers. These days the WhatsApp is also gaining popularity as it provides instant two-way communication. These features keep customers and visitors informed all the time, if there is any change in wait time or anything else they customers can immediately get notified. Better and easy communication keep customers more engaged and also help improving their experience. The communication is usually done automatically by the virtual queue management system hence the business don’t have to appoint a staff for that, only occasionally the staff or service agents engaged in communication. All these automation help optimizing the customer journey, reduce the staff efforts and improve customer experience.

Intuitive Virtual Queue Management System Mobile Apps

Here in Dubai and all around the UAE the smartphones are very common, according to stats almost 99% of the population uses smartphones and also have access to internet. This have completely transformed the customer behavior and communication across all industries in the country. People felt more comfortable interacting through smartphone app rather than contacting the call center or visiting the website. The mobile apps have become a very important part of the business, especially for the service based industries. The virtual queue management system also offers mobile apps, which offer great features to enhance customer experience. For example, the virtual queue management system mobile apps are built for both Android and Apple iOS. They offer instant connection with the help center, they offer a variety of other services. The mobile apps also provide visit scheduling and booking features. The customers can easily view the details of the branches they are planning to visit in mobile apps. The mobile apps can provide information about the busy hours of the day, busy days of the week and so on.

While planning their visit the customers and visitors can easily chose an appropriate time which shows them less expected wait time. They can also book an appointment to avoid any delay in service. The virtual queue management system mobile apps also offer a branch locator feature which help customers and visitors to locate branches near to their location and it can also provide them the live queuing situation at those branches along with all other details. The virtual queue management system mobile app’s branch locator features is integrated with GPS navigation apps such as Google Maps, it can provide customers the live route information and help them understand which would be the most convenient branch to visit with least wait time. All these information can significantly enhance customer experience ad increase their satisfaction. The customers can also view the history of their past visits and the business can also request customers to provide feedback and the feedback can be automated as well. All these features help engage customers, improve their experience and increase their satisfaction.

Improve Employee Efficiency and Productivity

The manual or traditional queuing turns out to be very counter-productive in the modern fast-paced business environment. Here in Dubai and all around the UAE the customers and the businesses both are well aware of the customer experience. Studies have shown that the customers are willing to pay extra if they are assured they will get a better experience. The business knows that too. That is the reasons businesses are always eager to adopt to modern solutions and technologies to enhance customer experience and to boost their internal processes. The virtual queue management system just do that. It simplify the queuing process for both the employees and the customers. Since the sign-up to customer calling everything is managed by the AI (artificial intelligence) algorithms of the queue management system, there is no conflict, unwanted delay or mismanagement in these steps. Which not only reduce the customer wait time but it also eliminate common problems from the queuing process. As everyone know the queues are managed by a computerized system so the customers never complaint about line jumpers, favoritism or mismanagement by the staff.

Furthermore since the customer journey is majorly managed by the virtual queue management system the employees have no role to play, they don’t have to deal with the customers and visitors much often, and they can focus on their primary tasks. This can significantly increase their work efficiency. The virtual queue management system also manage the workload of the employees and distribute the customers automatically among available counters, when the employee work under balanced workload they tend to perform well. The queue management system can also track various KPIs of the employees and help management understand their performance. The virtual queue management system can accurately track how many customers are served by the employee in a single shift, what was the service time for each customer and what was the average service delivery time, etc. The system also track how much time an employee remain active on the counter, and several other details. These KPIs and performance data help the management develop better training programs and improve their resource management capabilities. Which gradually improve the employee efficiency and also increase employee satisfaction.

System Integration Improve Productivity

The virtual queue management system is built using very widely available technology platforms which enables them to offer better and flexible integration features. The virtual queue management systems can easily be integrated with other systems, software, databases and central information center. Which allow businesses to offer more innovative features for the customers to maximize their experience. The integration and data sharing is also very helpful in optimizing internal processes, improving workflows and reducing the repetitive tasks. Furthermore the integration also help improving the service agent productivity. For example the service agents will have to prepare for the service beforehand, which takes time, then there are some post-service activities too. A virtual queue management system can ask customers about the service they need, it can also ask them to put identification data such as by scanning EID card, etc. and then it can use that data to support service agents with their tasks and reduce their efforts. It can boost the outcome of the customer feedback collection campaign. Similarly the virtual queue management system can help improving several internal processes which help increasing the overall productivity of the business.

Cost Effective

The virtual queue management systems are very cost-effective solutions. The initial development and deployment cost is also relatively low. The virtual queue management system comes with a core serve software which can be hosted online, in local in-premises data centers and cloud, which requires very less maintenance. Furthermore the hardware that is used is also based on widely available technologies which requires very less maintenance and the maintenance itself is also very inexpensive. The virtual queue management system also help improving the internal processes by leveraging automation. The automation improve productivity and reduce human efforts, hence the businesses don’t have to deploy more employees to manage the customer flow and the overall branch operation. Hiring and retaining more employee is expensive and can significantly increase the operational cost of the branch. With the help of the virtual queue management system businesses can reduce the employees needed for a branch while increasing the productivity several times. Which help maximizing the profit of the business as well and help them achieve their strategic goals more effectively.

Business Intelligence Data

Business intelligence data is a valuable asset for any modern business. The modern businesses are heavily relying on the data and information to build their strategies and plans. The virtual queue management system collects highly accurate in-depth business intelligence data which help management understand the effectiveness of their queuing process and policy. The business intelligence data include analytical and system usage data, employee performance data, and it also includes customer feedback data. With the central control features the head office can monitor and manage all connected branches. The virtual queue management system’s core software is hosted on a server, which enables it to instantly update all user dashboards hence the head office can get the live queuing information from all connected branches. Furthermore the feedback collection improve the data quality and accuracy. Businesses can easily identify the bottle necks, flaws in customer flow policy, and with the help of the historic data the virtual queue management system can also predict the expected footfall which help businesses to have better resource planning and management and improve the efficiency and productivity.

Conclusion

The customers are always the first priority for any business. Customer happiness assures success and long term steady growth. Businesses in Dubai and all around the UAE are more adoptive towards the technological solutions to enhance their operational capabilities, performance and customer experience. In present day customers appreciate integration of modern technologies, in fact most of the time the customers expect form their favorite brands to offer excellent services and solutions with the help of modern technology and digital platforms. Here in UAE the digital experience is becoming more important day by day. For the queuing needs, businesses have started implementing modern technology to boost their productivity and to enhance the customer experience. The virtual queue management system is one of the most modern and highly advanced queuing solution. It offer a great deal of features, freedom and control to the customers which help increasing their happiness and satisfaction. The virtual queue management system also enhance business’s operational capabilities, it improves employee performance and reduce the operational expense which translates to more profitability and growth.

The entire UAE is a very competitive marketplace, customers have too many options available, which makes them more demanding and raise their expectations. Businesses have to make sure their customers gets a satisfactory interaction with their customer service centers. That is what makes a virtual queue management system absolutely essential for the queuing needs of a modern business. RSI Concepts is a leading virtual queue management system solution provider in Dubai, UAE. If you want to learn more about the subject or if you need our help to deploy a customized and cost-effective virtual 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: Benefits of Using Modern Queue Management Software

August 2, 2022

What can a Queue Management System do for you?

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

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

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

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

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

Queue Management System: Reduces Customer Wait Time

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

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

Improve Customer Wait Experience

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

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

Improve Customer Flow and Customer Journey

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

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

Raise Service Quality and Improve Business Processes

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

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

Achieve Customer Satisfaction and Gain Customer Loyalty

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

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

Improve Staff Performance and Achieve Staff Satisfaction

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

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

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

Gather Valuable Business Intelligence Data

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

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

Reduce Cost and Increase Profitability

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

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

Conclusion

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

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

Check out this : How to Choose the Right Software Development Vendor for Your Business

June 29, 2021

List of 5 Prerequisites of Queuing System

A queuing system is a basic necessity these days. All of the businesses that are operating in Dubai or any other part of UAE are utilizing some kind of queuing system to manage their customers and visitors. Basically, the queuing system is used to streamline customer flow and to manage customer experience throughout the entire customer journey. Which makes it a very important business tool. The customer journey and customer happiness are crucial for success. If a brand has a strong base of happy and satisfied customers, it will gain a good reputation and a positive brand image. The happy and satisfied customers are also the most loyal customers. And customer loyalty plays a vital role in any business’s success. Loyal customers tend to do repeated business with the brand, which ensures steady growth. Another great advantage of happy and loyal customers is that they tend to promote the brand among their friends, family, and colleagues. This further improves the brand identity and portrays a very positive brand image. If a brand has a good reputation and a positive brand identity in the market it can gain more from less effort. Less marketing efforts tend to convert more leads if a brand has a very good brand identity and vice versa. That is why queuing systems are very important for a business.

The purpose of this blog is to aid our audience in making a queuing system decision. As in Dubai and all around the UAE there are so many different queuing system providers and a variety of different queue management system types are available, it could get confusing for most of the businesses while deciding the best queue management system and the best vendor for their project.

Here is a list of 5 prerequisites of the queuing system:

1. Define Objectives

Like any other IT project or any general initiative, the very first thing we do is that we define objectives and expected outcomes. Similarly, with a queuing system, we also have to define the objectives and expectations from the system. In the case of a queue management system, the desired results are improved customer experience throughout the customer journey and customer satisfaction. There must be some research done beforehand and some stats are important to understand. For example, the customer churn rate and customers who leave without getting serve are two major issues in Dubai and all around the UAE. The customer churn rate or the customer who never do business the second time is a big problem for business to sustain growth and the customers who signed up for the queue and then leave without getting served or without making a purchase are the even bigger problem and results in a variety of problems for a business. Several studies and surveys have shown that an average customer can wait up to a maximum of 13 to 14 minutes, wait time any longer than that could stress them out which results in a very bad customer experience.

In the above-mentioned scenario, the objective should be to reduce the customer churn rate and ensure all the customers reach the counter who signed up for the queue. Similarly, there are so many problems or scenarios a business could have faced in Dubai and all around the UAE. The objectives are defined to address a particular problem. There could be several objectives and any efficient solutions should be able to achieve several objectives. In the case of a queuing system, the primary objective is to improve the customer experience and employee performance to improve profitability. The secondary objective could be to collect vital business intelligence data to help businesses in making future decisions and policies. This is how objectives should be defined before acquiring any queuing system.

2. Understand How a Queuing System Works

Once the objectives are defined the next step is to fully understand how a queuing system works, and how it can be utilized to achieve those objectives. As modern-day’s queue management systems and queuing solutions have lots of advanced features which are very helpful. As we all know the general behavior of everyone not only in UAE but all around the world has been changed, people are more adoptive towards digital and electronics solutions. The customer behavior has been completely changed. The customer’s expectations from a brand are completely changed. The ways businesses were interacting with customers and visitors prior to the pandemic have been changed completely. The year 2020 was a huge change in service-based industries and the year 2021 is the year when businesses are trying to keep up with the changing trends and customers’ needs by implementing new strategies and solutions.

Here is a list of basic components of a queuing system:

Ticket Dispensing Kiosk Machine
Digital Signage to display queuing information and to play multimedia content
Counter Displays or Counter Plates
Audio Announcement System
Signs and stanchions to route the customer flow (mostly for large setup or stepped service delivery)

Here is a basic workflow or customer journey of a traditional queue management system or queuing system:

Step 1. Customers and visitors signed up for the queue usually using a ticket dispensing kiosk
Step 2. Customers and visitors wait in the queues or in the waiting areas
Step 3. The agents or servers do the customer calling and make announcements
Step 4. Customers and visitors arrived at the counter and get the service done
Step 5. Customers and visitors leave the premises (in some cases they are being asked to submit their feedback before leaving)

That was the traditional customer journey with a traditional queuing system.

However, these days, when customers are more concerned about their health and safety, and wellbeing, businesses had to offer them some alternative methods to ensure social distancing and other regulations in place to build the confidence of their customers and visitors. This suddenly boosts the popularity of Virtual Queuing methods and techniques.

Here is a basic workflow or customer journey of a virtual queue management system or virtual queuing system:

Step 1.Customers and visitors signed up for the queue remotely, without being present at the premises
Step 2. The customers and visitors can wait outside, or at home or in a nearby store or even in the parking lot, whatever and wherever is convenient for them
Step 3. The customer calling and announcements are made through both traditional and untraditional methods, such as via smartphone application, or a web page, or SMS or any other medium, usually multiple digital mediums are used to alert customers and visitors about their turn
Step 4.Customers and visitors arrived at the counter and get the service done, usually, there is literally no or very little wait time inside the branch is witnessed
Step 5. After getting the service done, the customers and visitors leave the brand, the customer feedback can be collected in both traditional and untraditional or digital ways too, such as via smartphone application surveys, or survey links, or emails, or SMS, or any other digital medium

The problem here is that most of the industries and businesses can easily adapt to the new modern-day virtual queuing but still there are many businesses that can’t. So, it is important that you understand how both queuing systems work. Then you can decide which system would be better for you as per your needs and objectives.

Furthermore, there are several other sub-sets or types of queue management systems that are available in the market. Some of them are general-purpose and some of them are purpose-builds for a specific industry. For example, the dedicated queue management system for the healthcare sector, or for the educational institutes, and so on. One of the best aspects of a queue management system or queuing system is that it can be customized as well. So, you can also choose features from various different types and merge them in a customized solution.

3. Understand your Environment

Once you established a basic understanding of queuing systems and their types the next step is to understand your environment where you will going to install a queue management system. Here are certain things that should be considered while analyzing your environment:

How many entrances are there?
How many counters are there?
What is the size of the waiting area?
What type of setup do you have? (Square/Rectangle, Round, or Irregular)
Do all customers and visitors in the waiting area face the same direction while sitting?
Is there any dedicated counter or VIP/Premium/Special counter?
Do you have any service which requires multiple counters? (Stepped Services)
In the case of stepped services, do all the counters are located in the same hall or your customers have to go to another hall or floor or something?

And things like that. This will not only help you identify the best queuing solution for you but this information will also help you to keep the cost at a minimum by acquiring only the needed components. For example, the facility size and type will decide how many ticker dispensing units and digital signage are required and what should be the quantity of the sound system to make the announcements, etc.

4. Plot your Environment in a Queuing System Scenario

Once you have a better understanding of your environment and the customer journey. The next step is to put yourself in the place of your customers and visitors. Imagine the queue management system installed in your premises or just simply mimic it. There are certain things that you should understand, for example:

How convenient it is to go through the customer journey?
How easier it is for the arriving customers and visitors to spot a ticket dispensing kiosk and how convenient it is to reach it even in case of rush hours when the facility is operating at its maximum capacity?
Check the waiting area and see which locations or spots are more visible to place digital signage at?
If you would be a customer or visitor and your ticket number is called, how convenient it is to find your assigned counter anywhere from the waiting area?
Do you need extra signs and directions to direct the customers and visitors to certain counters?
Check the entire customer journey for all services and for all types of customers and visitors, for example, how better the customer journey is for premium customers?
Check everything is in both the regular and busiest hours’ scenarios.

And certain such things will help you build up the most efficient customer journey. Plotting various different scenarios will be very helpful. This way you can improve the customer journey to utilize the maximum potential of your premises. This will also help you to purchase only the required equipment.

Read More: Queue Management Challenges 2021

5. Analyze Customer Journey Improvements

Once you have finished plotting a queuing system in your environment, then think from different users’ perspectives. Try to quantify how your queuing system could improve the customer journey. What benefits your customers can get from the new customer journey. Try to analyze each and every touchpoint and the complete user experience throughout the entire customer journey. This will help you further optimizing and improving the queuing system you are planning to avail. Think about what else can be included to further improve the customer journey? How various processes can be shortened? How the entire setup will improve your employees’ efficiency and productivity. Analyze the customer journey in various situations, such as peak hours, peak days, fewer customers, crowded, most popular services, and such things will help you analyze the system and how it can improve the customer journey by improving and automating various processes and steps of the service delivery.

Another thing to consider here is that how the queuing system is impacting your staff and agents. Definitely, any automation or solution is basically designed to improve the efficiency of the employee who is operating it, so does the queuing system too. The queuing system significantly reduces the workload of the agents and staff and improves their efficiency. More agents can serve more customers in a single shift. As most of the processes are either fully automated or semi-automated so the agents/servers can easily focus entirely on the customers. This enables them to improve the service quality as well. Which further improves the customer journey and customer experience.

Conclusion

Here in Dubai and all across the UAE, almost every business is utilizing one way or another to streamline their daily customer flow. The market is very competitive, if you fail to maintain a certain standard of customer experience and customer journey you will soon going to lose valuable customers. The queuing systems are an excellent tool to control, manage and improve customer experience throughout the entire customer journey. The queue management systems not only improve customer journey but they also aid staff and employee in improving their efficiency and work quality. The queuing system streamlines the customer flow, manages various aspects of the customer journey automatically, reduces the wait time, and speeds up the service delivery processes. This means less work for employees and agents/servers. The agents/servers can focus more on serving customers which significantly improves the customer experience. Happy customers always remain loyal to their brands and provide a strong foundation where a business can stand to make the next move up.

However, when it comes to choosing a good queuing system for your business there are so many options available. Especially in Dubai, UAE there are tons of different types of queue management systems, and a lot many vendors are also available to choose from. That is why it is critically important to be prepared before acquiring any queuing system. The purpose of listing 5 prerequisites of the queuing system was to help our audience and customers to choose the best option for them. If you follow these 5 key points, you can easily find a suitable and cost-effective queuing solution that can help you to generate more business over time. It is always better to consult a professional for such projects. RSI Concepts is a leading queuing system provider in Dubai, UAE with hundreds of satisfied customers. Feel free to reach out if you need any help with your next queuing system project or any customer satisfaction solutions. You can contact us through our Contact Us page or simply leave a comment in the comment box below and we will get in touch with you soon.

Check out this: Revamp of E-Services Portal Development for Khorfakkan Municipality by RSI Concepts

June 16, 2021

What are basic features of Queuing System?

The queuing system or queue management system is a combination of software and hardware tools, which allow businesses to effectively manage their daily customer flow. The markets like Dubai and other emirates of UAE are very advanced, modernized, developed, and technologically far superior to any other nation in the region. This sets up very higher standards for almost everything. The economy of UAE is huge and is growing along with gigantic occasional boosts such as the Expo 2020 event which was postponed to 2021 and is just above our heads, the economy is very promising and this attracts a lot of companies and investors to hop in. Which leads to tougher competitions. The competition results in very demanding customers who expect very high of their trustworthy brands.

The queuing systems are at the very top of customer experience management and have a huge impact on the customer journey and customer satisfaction. This is why the Dubai market is full of queue management system providers. RSI Concepts is one of the leading queuing system and customer experience transformation solution providers. There are so many different types of queue management systems advertised these days, and almost all of them are different than one another. However, the basic features of a queuing system are the same. For example, the prime objective of a queuing solution is to improve the customer journey and customer experience along with that the employee performances also got improved, one agent/server can serve more customers in a single shift if an effective digital queuing system has been commissioned.

Here are 10 basic features of the queuing system:

Queuing System Feature 1. Organized Queues

A digital queuing system ensures a well-organized queue. However, with manual management, the management will have to deal with lane jumpers, hustlers, and sometimes confrontations between the customers themselves and between the customers and the staff. This is very frustrating for the customers and for the staff too. If the queues are managed manually then more staff is required to manage everything. In addition to that physical barriers, stanchions, and other things are also required to manage the queues, even then disputes, delays, and troubles are common sites, which completely ruins the customer experience and makes the customer journey terrible. However, with the digital queue management system, everyone has to sign up for the queue. A ticket number or token number is given to every customer and visitor. No one can trespass on other queues, or jump the lines, or any such thing. The chances of disruption are almost none. Businesses can easily organize a queue without requiring much staff intervention.

Queuing System Feature 2. Easy & Automatic Customer Routing

Another problem with manual queuing is that the staff will have to make separate lines, which again they have to manage too. Priority customers or premium customers might also be stuck in regular queues, which is very discomforting and discourage customers from becoming premium or priority customers. But if you are using a digital queuing system, the system can easily distinguish between ordinary and priority customers and visitors. That is not all the digital queuing system also provides automatic management of the customer routes. Let me explain, for example, there are several services offered by a business which usually is the case. Most of the time for different services different counter are allocated and only designated staff to provide certain services. Which requires very accurate customer flow management and customer routing. This can be achieved easily using a digital queuing system.

Queuing System Feature 3. Reduced Wait Time

With manual queue management, a business will have to allocate more resources to manually manage the queues and customer flow. Which is not only expensive but it could cause a lot of trouble too. The manual customer flow management requires staff to manage everything which is very time-consuming, resultantly the customers will have to wait for more. However, with a digital queuing system the customer flow management, the customer journey, and customer flow is managed by the queue management system without any human intervention. The well-organized queues, automatic customer routing, and improved management prevent all the time-consuming problems of manual customer flow management. Which significantly reduces the wait time of the customers. As the staff is being relieved from the duties related to queue management they can focus on serving customers and can serve more customers in the same amount of time. Which reduces the wait time and also improves the customer experience.

Queuing System Features 4. Improved Customer Journey & Customer Experience

The well-organized queues, automatic customer routing, and reduced wait time can significantly improve the customer journey and customer experience. The traditional customer journey starts from the very moment a customer enters the premises and it sends when a customer leaves the premises. The customer experience is the actual experience a customer has going through that journey. It could be either good or bad, if a customer’s experience is as per their expectation then the customer journey is good if not then you should really think about taking action fast. A queuing system not only reduces the customer journey but also makes the customer experience very pleasant and comforting.

The digital queue management system can easily identify the priority customers and the customers who require certain services. Then the queuing system automatically routes them to their designated counters/agents. This feature not only reduces the workload from other counters but also reutilizes the vacant counter for general services. Especially in Dubai and other parts of UAE most of the businesses are offering multiple services and certain counters are designated for certain services. Or in the case of stepped service delivery, when a customer has to go to multiple counters to avail a full service, automatic customer journey management comes in handy and it could significantly improve customer experience.

Queuing System Feature 5. Improved Productivity and Profitability

A digital queue management system is far superior to any manual customer flow management practice. It significantly improves customer happiness and customer satisfaction. The queuing systems are a great tool for businesses to ensure steady growth by improving customer satisfaction. Customer satisfaction helps increasing customer loyalty which further helps businesses to establish a positive brand identity. The positive brand identity then attracts more customers and also help businesses to improve customer retention rate. Which ultimately also results in better conversion rates. As the queue management system improves the customer journey and customer experience, they also reduce the workload from the staff and agents, which enables them to perform well. It means businesses have to pay less for the expenses and human resources. This not only increases productivity but also increases profitability.

Queuing System Feature: 6. Customer Engagement and Wait Time Experience

Any queuing system comes with a certain list of basic queue management system components. Which include a digital signage screen, counter markers, and an announcement system. In Dubai and other parts of UAE, in fact, all around the world a big display is used as digital signage which provides all the ticketing information along with the customer calling announcements. Digital signage can be utilized to play multimedia content or adverts or any other interesting content to keep the customer engaged in it. A known waiting time is far better than an unknown waiting time. All the information on the screen is being updated in real-time along with the multimedia content or adverts it keeps the user engaged and busy. Customer engagement can significantly reduce the stress of waiting. Hence it improves the customer wait time experience.

Queuing System Feature: 7. Centralized Management & Real-time Monitoring

Where a digital queuing system is offering so many benefits for the customers and the staff it also helps the management to effectively monitor everything in real-time. That is not all the head-office management can effectively control and manage any branch from the head-office. All the branches are connected to a centralized management system. All the data captured from the branches are synchronized in real-time with the head office. Remote management is enabled. The head office can push any policy or configuration change from the head office to any branch or to all branches. However, the branch manager will also be capable of managing and controlling the queuing system for their branch and would not be able to access or control the other queue management systems until the access and permission are granted by the head office. The head office can create administrative users with whatever access and control they want to. That is a great feature for head-office management.

Queuing System Feature 8. Reporting, KPIs, and Stats

A good queue management system always captures valuable data and measures KPIs (key performance indicators). Mostly a queuing system capture system usage data, such as which services are most availed, which services take the maximum average time or minimum average time, etc. Such data is very helpful in understanding customer behavior and their demand. Furthermore, the queuing system can also measure KPIs for the employees such as how much customers are being served by any employee on average. How employees are performing during rush hours? How much gap or break an employee is taking during finishing one customer and the next customer calling, etc. This data helps the management to understand the employee performance and their behavior which could be very helpful in arranging training or for other HR activities.

Queuing System Feature 9. Integration with other Systems

The queuing systems are built with very flexible technology and can easily be integrated with third-party systems, corporate tools, enterprise solutions, and other systems via secure web apps or APIs. This integration is very helpful in automating many processes which can reduce the wait time and service delivery time to improve the customer journey and customer experience. Furthermore, the queue management system can also fetch data from various other systems to their interfaces and vice versa. The integration makes way for a lot many advanced features as well, for example, integration with online customer portals, smartphone applications, online booking and appointment systems, ERP, SAP, and many more.

Queuing System Feature 10. Easy Upgrade and Future Scalability

Another very basic feature of any queuing system that you should be looking for is its capability to easily upgrade and expand or future scalability. This is very important. As we have noticed that most of the time businesses expand, once they install a queuing system in one branch, they might want to install it to another branch or maybe all of them. Usually in Dubai and all across of UAE businesses first start with installing such solutions in a few branches then they keep expanding them to other branches. This is cost-effective and it also gives businesses enough room to improve the solution. The queue management systems should be able to keep up with the ever-changing trends, the capability to upgrade, and future scalability should not be very difficult and very expensive. This is what each business should clearly discuss with the supplier before starting the project.

Read More: What is Queue Management System?

Conclusion

The Dubai and other emirates of UAE are all highly advanced and technologically developed societies. The economy of UAE is huge and is very promising for new investors, which means a lot of competition, the competition is always good for the customers and consumers and it indicates a healthy market. Like any other developed nation, the customers in UAE have very high expectations and are very demanding. This further increases the importance of customer satisfaction and customer happiness. A queue management system is a great tool for customer experience and customer journey management. The purpose of writing about the 10 basic features of a queuing system was to provide our audience and customers with a detailed guide on the basic queue management setup and how a business can benefit from the queue management systems.

Although there are so many different types of queuing systems, however, the basic remains the same and the understanding of basic features and their benefits is very important for businesses in order to choose an appropriate solution for them. It is always better to seek advice from a professional queue management system provider such as RSI Concepts. We are specialized in customized queue management systems and customer satisfaction solutions. We are helping businesses and organizations in transforming their customer journey and ensuring steady growth by improving customer loyalty, customer satisfaction, and increased conversion rate. If you are looking for a queue management system or want to learn more, please feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get back to you soon.

Check out this: What are advance components of Queue Management System?

June 16, 2021June 16, 2021

What are advance components of Queue Management System?

Before we discuss what are the advanced components of a queue management system? Let me first explain why a queue management system is so vital for your business! The main objective of a queue management system is to let businesses streamline the customer flow to improve customer experience and to be able to serve more customers per day by each server/agent. It helps effectively managing the customer flow and queues which results in a reduction in wait time and ensures quicker service delivery. Any digital queuing solution would be very helpful for the staff and the servers/agents in improving their work efficiency as well. As the queues and the customer, flow is automatically managed by the queue management system so the servers/agents can easily focus on their prime tasks which will not only reduce the service delivery time but will also significantly improve the service quality and customer journey.

The customer journey can be automated entirely and the queue management system is also helpful in expediting the service delivery process. This helps businesses in building better relationships with their customers and visitors and it portrays a positive image of the brand as well. The positive brand reputation attracts more customers and visitors and it also helps improving conversion rates of all sorts of marketing efforts. However, there are so many different types of queue management systems advertised in the market especially in Dubai, UAE. This raises the question of which queue management system you should choose. The simple answer is to first understand the queue management system and its components then decide for yourself which solution would work for you.

There are so many advanced components of queue management systems available in the market. You should be able to choose according to your needs. That is why we are writing this blog to let our audience and customers easily understand the latest advancements in queue management systems.

How does a Queue Management System work?

A queue management system is a combination of software and hardware tools designed to help businesses effectively managing the customer flow. Its primary objectives include customer experience and customer journey, automated customer flow management, improved employee work efficiency, improved service delivery, and service quality, higher productivity, and profitability for the business. The working of a queue management system is very simple. The customers and visitors start with a signing up process, which is usually selecting the required service from an interactive touch screen kiosk and then printing their tickets for the queue. Then they are directed to the waiting room, where they can monitor the queuing status on digital screens and they are also notified by the audio announcements. Once their turn comes they can visit the designated counter/server to avail the service and that is it. Sometimes businesses also provide an option to submit feedback before leaving the premises.

Any queue management system consists of two major parts, software, and hardware. The software has its own list of modules and components, the hardware also has the same list. As the technology used to make the queue management systems is very widely available so the peripherals and accessories are also widely available. There is literally no limit to innovation in this market. Since around a decade ago so many big multinational manufacturers invested in the industry, then there has been millions upon millions of dollars had been invested only in R&D. This makes the industry very modern and innovative. However in Dubai and other parts of UAE, a certain market behavior or culture is established, so we will going to talk about only the popular components of the queue management system in our country and also in the gulf region.

Here are the advanced components of the queue management system:

What is a Queue Management System Software?

A Queue Management System Software is basically a server-side application that runs on the server and provides a different interface to interact with the system. In Dubai and other emirates of UAE, the most common type is the web-based interfaces for the agents/server and for the administration. For the visitors and customers usually, a touch screen interactive kiosk is used. However, these days other interfaces or methods are also used to interact with the customers and visitors.

Here are the details of some most popular advanced software component:

Customer/Visitor Interface via Self Service Interactive Kiosk

The customers and visitors can interact with the queue management system using an interactive touch screen self-service kiosk. The interface allows the customers to select the required service from the list of all available services and then automatically sign them up for the queue. The kiosk also prints a ticket bearing the queue number and some other basic information.

Queuing Information and Announcements

The digital screens and signage are used to display the current queuing information. These signage and displays are placed in strategic locations where everyone in the waiting area can view them. In Dubai and UAE mostly the information of the current tickets under process on each counter is displayed along with the next ticket number and estimated time along with some other information such as an advert or multimedia content is played to keep the customers and visitors engaged.

Agents/Servers Interface

The agent/server’s interface is mostly a web-based application that can be easily accessed from the computer browser. The agents can perform basic tasks such as customer calls, canceling or updating a ticket number or rerouting any ticket to a different counter, etc.

In some advanced configurations, much more can be done by integrating the queue management system with various other enterprise software and tools. This not only saves a lot of work for the agent/server but also expedites the service delivery process. The lower time for each service delivery results in happy customers and improved efficiency of the staff.

Administrative Dashboard or Control Panel

The administrative dashboard or control panel is the interface for the management, such as branch managers, supervisors, and/or head office management. The management can not only manage various processes but it can also extract valuable business intelligence in the form of statistical data, KPIs, system usage data, customer/visitor feedback, and customized reports in different formats. Regular automated reports can also be configured such as daily reports, weekly and/or monthly along with performance reports for the branch, particular service, agents, and so on. It entirely depends upon the business itself.

The administrative dashboard also allows the management to customize the customer journey, set and create policies, manage other system users and allow access by creating workflows and administrative hierarchies. All the branches can be monitored and controlled through the head office remotely. The head office can extract the data and prepare the reports from any branch. All the data is being updated in real-time, the live stats and monitoring are also available in some modern systems.

Virtual Queuing Module

Virtual Queuing is one of the modern forms of queue management systems. It enables the businesses to let their customer and visitors sign up for the queue before even physically arriving at the branch. The concept is that the customer and visitors can sign up for the queue remotely and then at the very exact time when their turn came they can arrive and get served immediately without even waiting in an actual queue. The system signs them up for a virtual queue and they can either plan their visit accordingly to reach at their estimated turn time or either they can wait outside. Very effective when your branch or office is located in a commercial area or near to recreational activities. It also helps to maintain social distancing. The customers and visitors can easily sign up using their smartphone applications, SMS, email, phone call, online customer portals, websites, etc.

Social Distancing Enabled Queue Management System

As we all know these days the social distancing, health and hygiene is the top concern of everyone, and social distancing is mandatory. Businesses are allocating more recourses to ensure social distancing and implementation of the government-suggested precautions. A queue management system with social distancing mode enabled could be a great help to strictly implementing the social distancing rules and it also helps to avoid the extra expense of allocation of additional resources just to maintain social distancing. The social distancing mode supports various different types of virtual queuing sign-up methods. The most popular method in Dubai and all across the UAE is signing up with a QR Code, which is usually posted outside of the entrance.

Queue Management System Integration

Modern-day Queue Management Systems also allow integration with other enterprise solutions and systems as well. The main objective is to make the queue management system more useful but integrating it with other databases and information centers. This also allows more superior customized features and a lot of other benefits including centralized management as well. The KPIs, stats, and reporting data can be linked to other systems, such as ERP or Intranet, or any other enterprise tool. The integration is very simple via secure web services or APIs. The queue system can also fetch data from any other system via APIs. For example, in order to identify the premium or VIP customers the business can set up an Emirates ID card scanner to identify the priority customers to route them to their designated counters and more such things.

Read More: What is Queue Management System?

Queue Management System Hardware

The queue management system hardware includes all the related hardware to support software functionalities. In Dubai and other parts of UAE, in fact, in the entire MENA region, the practice is to use some standard components. For example, the self-service interactive kiosk is used for sign-up. The digital signage and the screens are used to display queuing information along with media and content. The counter plates are used to mark the counters and the audio announcement system is for the customer call.

Here are the details of some most popular hardware component:

Interactive Kiosk or Ticket Dispensing Machine

An interactive kiosk or ticket dispensing machine is a very basic component, however, these days the touch screen interfaces are used to improve service delivery as well. For example, if you are a priority customer, or a premium customer, or just an ordinary customer or visitor, you can either scan your Emirates ID or any other mode to identify yourself to the system then the system automatically puts you on your respective queue. Furthermore, the Interactive Kiosk or Ticket Dispensing machines are also used to display the list of all the services along with a few other options which are designed to help to improve the customer flow and customer journey.

Digital Signage and Display Screens

Digital signage is traditionally used to display the queuing information and feeds. The information contains mainly the list of all the active queues and the counters along with the ticket number that is currently being served. However, the advanced queue management systems also include a digital signage module that allows the management to play multimedia content on those large displays. The content could be the adverts or any video or animation which keeps the customers and visitors engaged while they are waiting. As these screens also contain the queuing information so almost everyone looks at them and the content or information playing along with that could also be very helpful in reducing the stress of waiting. This improves the customer experience as well as provides a free marketing opportunity.

Customer Feedback System

The customer feedback system is not a new thing, however, integrating it with the queue management system is fairly a new phenomenon. Businesses can benefit a lot from this. Generally, the customer feedback system includes a small tablet stand, touch screen, or a kiosk, which provides an opportunity to easily submit feedback. The software of the feedback system is linked with the queue management system and if the business is already identifying their customers, the queue management system can automatically link the feedback submitted from that particular counter by matching the ticket number and the time of service. Such feedbacks could be very helpful in making future decisions and building strategies to further enhance the customer journey and customer experience.

Advance Hardware Accessories for Queue Management System

The queue management systems are built with very widely used technologies. The server-side application can easily be customized and integrated with tons of software and hardware accessories or extensions. The client-side or the customer interaction which starts with the interactive touch screen kiosk or ticket dispensing machine is also built using native applications or web-based interface. In both cases, the actual machine is either running on Windows or Linux operating system. In Dubai and UAE, almost 99% of the time windows-based systems are used. This makes the integration fairly simpler and easier.

Here are some most commonly used hardware accessories for queue management systems:

Emirates ID Card Scanner or Reader

The Emirates ID Card is our national identity card here in UAE. As the UAE government is very supportive and adoptive towards digitalization and technologies, the Emirates ID or EID is used for identifications. The method is very simple and takes no time to identify the person. The identification information can be relayed to the queue management system server software where it can be cross-matched to the internal databases and then the same can also be pushed to the agent/server database to make the service delivery shorter and quicker. The queue management system can also detect the person’s status such as VIP or premium customer or ordinary customer and can automatically set priority for them. This method is used to improve the customer journey by directing customers to their respective dedicated counters. This is also used by HR departments to improve various service delivery steps.

Facial Detection & IRIS Scanners

Facial detection is a very great way to identify revisiting visitors and customers. Especially in customer service departments, government departments, and mass transit facilities, immigration, and airports, facial detection is widely used. It is used to identify the customers and visitors and later the same information can be utilized to facilitate a lot of many business processes to expedite the service delivery process and to set the priority according to the status of the customers and visitors. The IRIS technology is fairly new having more government applications especially in contactless immigration or digital immigration, etc. However these days the private sector is also adopting technology to improve their customers’ experience and journey.

Voice Assistant

There are two types of voice assistants widely used. The one is to improve multi-lingual support where the voice recites the predefined messages and phrases to assist the users from the process such as helping them out to identify the required service from the list. This is very popular with queue management systems and self-service kiosks. The second is the human-aided voice assistant in which an actual customer support agent assists the user in using any self-service device upon their request. This has recently been introduced to queue management systems and is only effective when the service delivery is stepped and the relevant counters are located on longer distances such as a vehicle testing facility, or a container port or depot, or such facilities.

Conclusion

The queue management system is a very great tool to improve the customer journey and customer experience. It also helps to reduce the extra cost of managing manual queues and it can significantly improve the efficiency of the server/agents as well. The customer experience is vital for building a positive brand image. A positive brand image ensures more customer retention and higher conversion rates. This is a key to steady growth and greater profitability. These days the queue management systems are going through great innovation and advancements due to technological advancements and new programming techniques. It allows the business and system providers to attain more customizations and greater productivity in all sorts of scenarios and conditions.

The basic queue management system contains only a few basic components that allow effective customer flow management. However, with some advanced software and hardware components a queue management system can literally transform the customer journey and customer experience. It could also be a great source of very accurate business intelligence and statistical data. The remote monitoring and controls also allow the head offices to easily manage and control the entire network.

RSI Concepts is one of the most experienced queue management system providers. Our products are the outcome of more than a decade-long experience and intensive research in the local market. Our diverse clientele, experienced staff, and superior technologies enable us to deliver a highly efficient and productive system with excellent ROI rates. Our customization capabilities and integration with other systems can provide you a greater competitive edge. If you are looking for a reliable, cost-effective, and customized queue management system to meet your specific needs, do reach us out through our Contact Us page or leave a comment in the comment box and we will soon get in touch with you.

Check out this: What are the Basic Components of Queue Management System?

June 7, 2021September 7, 2021

What are the Basic Components of Queue Management System?

Queue Management System is a great tool to improve customer experience and staff efficiency. Businesses can significantly reduce the wait time and improve the customer experience by installing a queue management system. As there are so many different types of queuing solutions available in Dubai, UAE, businesses often get confused while acquiring a queue management system. The reason for this blog is to explain the basic system components of a queue management system to let our audience and customers be familiar with the technology and its functions. There are so many different types of queue management systems, some are generic and can be used in almost all sorts of applications. However, some are purpose-made or only made for particular industries. Whatever the case is the core of the system and its components remain the same.

Basic Components of Queue Management System

The two major parts of a queue management system are the software and the hardware. Here is a list of both software and hardware components of a basic queuing system:

Queue Management System Software Components
1. Admin Dashboard
2. Agent Dashboard
3. Customer Interface
4. Data Analytical Engine
5. Reports, Stats& KPIs
Queue Management System Hardware Components
1. Interactive Kiosk/Ticket Dispensing Machine
2. Digital Signage Screens
3. Counter Plates/Screens and Signs
4. Announcement System

Queue Management System Software

A queue management system software is a server-side application with multiple interfaces for each system user. This means that all the computing, logic, and data processing is done on the server. Usually, the interfaces are built as web apps or web-based interfaces. There are different technologies used to build the server-side application. However, the main mechanism and functioning remain the same.

Here are the queue management system software components:

1. Admin Dashboard

The Admin Dashboard is also referred to as back-office or more commonly known in Dubai and UAE as the administrative control panel. This is the main management interface of the system. The management can control various features and configurations from this interface. This panel can also provide real-time monitoring and administrative control of all the connected branches. The administrative hierarchy with access and authentication rights can be allotted using this panel to managers and staff responsible for different operations. New administrative system users can be created and managed through this panel.

2. Agent Dashboard

The agent dashboard is the interface used by the agents and servers. This interface provides all the required information along with the queuing controls and management. A queue management system can be integrated with other internal systems and tools to further expedite the service delivery process. The server or agent dashboard is the interface where all the information can be fetched or can be pushed through as well. Usually, businesses only ask for queuing controls but this is indeed a very useful interface and can be customized to improve the staff efficiency as well as customer experience.

3. Customer Interface

A customer interface is an interface where the customer directly interacts with the queue management system. The core functionality of the customer interface is only to allow customers to sign-up for the queue. In Dubai and other parts of the UAE, we mainly see queue management systems with a ticket dispensing kiosk machine. The interface is usually touch-based with multilingual support. The touch screen kiosks are very good at providing easy interaction. Customers can easily choose the service they want to avail and the QMS will sign them up for the required queue.

4. Data Analytical Engine

The data analytical engine is basically the ability of the software to capture data from multiple interaction points and also data coming from various other inputs. For example in most cases the businesses these days like to integrate a customer feedback system with the queue management system to collect direct customer feedback. The data analytical engine’s responsibility is to process all the incoming data in a predefined way to generate analysis and summaries. This analysis and summaries will be later utilized by the reporting module to generate various types of reports. The data analytical engine is a kind of virtual feature and is not visible for any system user. In fact, it is a background process.

5. Reports, Stats, and KPIs

Once the data has been processed through the data analytical engine, it is ready to process in the form of reports. These reports help the management to understand the performance and progress of various business processes and it help them building future strategies and policies. The queue management system collects various types of system usage information and statistical data which can be utilized in reports. The KPIs or Key Performance Indicators are being used to monitor and measure the performance of the staff as well as of various business processes to easily identify the areas of improvement.

Queue Management System Hardware Components

The hardware part of a queue management system is very simple. It includes basic components that support the software to let various types of interactions with the system. Mainly most of the hardware components are meant for the customers and visitors. The hardware components not only help to manage the customer flow but are also very helpful in improving the customer experience.

Here are the queue management system hardware components:

1. Interactive Kiosk/Ticket Dispensing Machine

The interactive Kiosk or Ticket Dispensing Machine is the very first interaction of the customer or visitor with the queue management system. Usually, touch screen interactive kiosks are being used to serve queuing tickets and let the user sign-up for their required queue. The interactive kiosk is the most widely used hardware, it is very convenient and easy to use. It allows a customer or visitors to navigate to their required service easily by tapping a few buttons on the touch screen. Then it dispenses the ticket for the selected queue/service.

2. Digital Signage Screen

The digital signage screens are large displays placed in certain locations to make them visible for all the customers and visitors inside the premises. The display screens are an essential part of a queue management system as they are being used to display the real-time queuing status and other information. The announcements are also made on these displays. Apart from that these large screens are also used to play content and adverts. This technique helps to reduce the stress of waiting by playing media and displaying constant updates they keep the customers engaged and busy.

3. Counter Plates/Screens and Signs

There are several hardware accessories that can be used with a queue management system however in a basic QMS setup we use only a few accessories such as the counter plates or counter screens and maybe a few digital signs too to routing the customers. It depends upon the service types, premises, and the service delivery process. The counter screens and counter plates are used to mark the counters, the screen can display the ticket number along with the counter number, which is very helpful for customers to easily reach their allotted counter.

4. Announcement System

The announcement system is an essential part of any queue management system. If the waiting area is small and we have enough digital signage screens, the built-in speakers can be used too, else there has to be a dedicated sound system to make audio announcements for customer calls. It is due to the fact that when people are waiting in the waiting area, they might get distracted by several things, such as they are talking, or on the phone or reading or any such thing. Here in Dubai and UAE usually bilingual audio announcement systems are used.

How does a Queue Management System Works?

The process is very simple and easy as the queue management systems are designed to reduce the customer wait and difficulty in availing the service as well as to improve the work efficiency and productivity of the employees as well. The workflow is as follow:

Step 1: Customer or visitor sign up for the queue

Step 2: Customers are requested to wait in the waiting area

Step 3: Customer is being called to arrive at a certain counter

Step 4: The service has been delivered (in case of stepped service, the customer can be directed to the next counter or waiting area accordingly)

Step 5: Customers are being provided with an option to submit feedback before they leave, or they simply left without providing any feedback

This is the customer journey through a queue management system. However, in the background, the queue management system keeps gathering stats and business intelligence too. Which is being transmitted to the management and/or to the head office in real-time. This data captured from different touchpoints and KPIs can be further analyzed and processed to compile actionable reports. The management can utilize these reports to take future decisions and make new policies to improve service delivery processes and also the services. This can help businesses to improve customer experience, customer journey, and customer retention. Which is necessary for steady growth.

Conclusion

The queue management systems are extremely effective and are playing a vital role in many industries. It is important for businesses to understand the actual technology and its operation before opting for any digital queue management system or customer flow management system. Even a very basic queue management system comes with a very powerful software tool and supportive hardware to significantly transform the customer journey and customer experience. The queuing solutions are also very helpful in reducing the workload of the staff and the servers, which can significantly improve their work efficiency. The KPIs, reporting module, and data analytical engine provide great business intelligence. Which can be utilized by the management to identify the areas of improvement and to make future policies and strategies. Customer retention helps improving customer loyalty. If a business has a loyal clientele, it can easily build a strong and positive brand image, which is also very helpful in generating new leads. Positive brand identity also helps improving conversion rates of marketing efforts.

Altogether the benefits of a queue management system are staggering and businesses can gain a lot by only commissioning a very basic queue management system. RSI Concepts is specialized in Queuing Solutions, we have a variety of queue management systems that can provide you a great competitive edge. If you want to request a quote or just need consultation, feel free to reach us out through our Contact Us page or leave a comment below and we will get back to you soon.

Check out this: What is Queue Management System?

May 23, 2021October 20, 2022

What is Queue Management? Beginner’s Guide to Queuing Systems

A queue management system is a combination of tools both hardware and software and is being used to effectively manage and monitor the customer flow and to improve the customers’ experience and journey. As technology has advanced rapidly in the past few years so do the queue management systems too. These days there are so many different types of queue management systems some of them are generic and can be installed in all sorts of scenarios and some of them are purpose-made and have very specific utility. The primary objective of a queue management system is enabling the businesses to improve customer satisfaction by offering them a quicker and better customer journey and the secondary objective is to enable the servers/agents to serve more customers in a single shift to preserve resources and to improve productivity and profitability. This blog will be a complete guide to queue management systems for businesses and organizations operating in Dubai, UAE.

The earlier forms of the queue management systems were very simple and only help businesses and organizations to sort out the customers and manage the queues digitally to avoid manual work and problems related to manual management. But these days businesses and organizations want to manage and improve the customer experience from pre-sale or pre-arrival to post-sale or after-sale activities as well. The entire customer journey is managed and transformed to achieve higher customer satisfaction to ensure profitability and growth. Happy customers are the best for business, a happy customer will come back to you, they will tell others about your business and services and their experience. Whereas unhappy customers are very bad for business, they might not return, and they will definitely tell others about their bad experience. This could make a huge difference. Especially in service-based industries, the business’s success is majorly relying on customers’ happiness and satisfaction.

See More: Queue Management System Problems and Solutions in Dubai, UAE

How does a Queue Management System Work?

The basic operation of a queue management system is very simple. It can be defined in a few short steps:

Step 1: Customer or Visitor Arrive at the Business

Step 2: Sign-up for the Queue (usually by getting a ticket)

Step 3: Wait in the waiting area or actual queue till their turn

Step 4: Arrive at the counter when their number came

Step 5: Get the service and leave (happily)

However the queuing process has evolved into multiple different forms, there are so many different queuing approaches that businesses and organizations take to improve their customer experience as per their scenario and strategy or as per the services they are offering.

However, these days there are a lot many different types of queue management systems that basically follow the same principle but the methods could be different. For example, the virtual queue management system enables the customers and visitors to sign-up for the queue even before arriving at the branch via various different means such as call, email, SMS, smartphone application, online via the website, or customer web portals, etc. Moreover, these days QR Code based queue management systems are gaining popularity in the retail sector, customers and visitors can arrive at the retail store or outlet and sign-up by scanning a QR Code and the system provides them with a mobile ticket. All the information, updates and customer call is done using smartphones.

See More: What are the Benefits of Queue Management System using Mobile Apps?

There are so many different methods to achieve the above-mentioned customer flow sequence. There is a wide range of purpose-made queue management systems available too. Mid-size and large businesses, enterprises, and public offices are leaning towards a customized queue management system to have more control over the customer journey. As in Dubai, UAE, and other parts of the GCC as well, the enterprises and businesses are heavily emphasizing adopting good practices to improve the customer journey and customer experience to improve customer satisfaction and customer retention.

What are the Types or Classifications of Different Queuing Modes?

There are basically 4 major classifications or modes of queuing and on the basis of these queuing methods, a business can easily select an appropriate type of queue management system required for their needs. These classifications or types are defined on the basis of the actual infrastructure or setup of the facility, for example, how many counters a business have, how many services are being offered and how single service delivery is done, and so on. I have discussed those types in my previous blog related to queue management system hardware components as well. Here are the classifications or modes of modern queuing:

1. Single Phase Single Channel

This setup means that there is only a single counter or server that can deliver the full service to a single customer at a time. This is the most widely used setup in customer support and customer happiness centers. A customer is only required to arrive at a single counter to get the service or all of the required service. All of the agents and servers are trained to provide all offered services.

2. Multi-Phase Single Channel

This setup indicates a single service delivery requires multiple phases or steps to get completed. A customer will have to go to multiple counters/servers to get a full service done. The topic suggests there would be only one counter for each phase of the service delivery and the customer will move linearly from 1^st step to the last. However, mostly these days there are multiple counters for each step or phase of the service, and the overall customer load is divided among all subsequent counters to reduce wait time.

3. Single Phase Multi-Channel

This business model suggests that there are multiple counters and servers who can cater a single service and the customers are divided among all available counters and can be routed to any available counter and the service will be delivered. This is the most popular scenario among telecom, customer support and service centers and usually, there are multiple services but all counter/server are trained to delivery any service a customer need. Hence a customer will have to reach only one counter to get the full service.

4. Multi-Phase Multi-Channel

This setup is for the services which require multiple counters or a service that can only be delivered through multiple steps and for each step of the service multiple counters and servers are available and the queue management system will automatically divert the traffic to the vacant counter as per the queue to reduce the service delivery time. Such setups are usually common at immigration services, government offices, service providers, and healthcare facilities. Usually, such setup is being used by large corporations, enterprises, government offices, and healthcare facilities.

See More: How an Arabic Version of Queue System can Help Improving Customer Experience?

Some of our customers and audience ask us “How to choose the best queue management system?” Well! That is the reason I have repeated the above classifications in this blog to let them decide which queuing model will work for them.

What are the Basic Components of a Queue Management System?

With the evolution of technology and the market’s trends businesses are focusing on implementing queue management systems that not only help them efficiently manage the customer flow but allow them to completely control the customer journey, improve their monitoring capabilities, introduce new innovations, and gather critical business intelligence. You must be thinking that is a lot for a simple business tool that is meant to streamline customer flow! No, you are wrong, the queue management systems have also evolved and become much more sophisticated and efficient in achieving those goals than ever before. However, the major two parts of a queue management system are the software and the hardware:

Queue Management System Hardware

The Queue Management System hardware is very simple and based on the most widely available technology which is another reason for the cost-effectiveness of the system. Another great advantage of utilizing a widely available technology is the ease of implementation, longevity, and low-cost maintenance. Here is a list of all basic hardware components that form a queue management system:

Ticket Dispensing Kiosk
Counter Displays/Counter Plates
Digital Signage
Audio Visual Announcements
Signboards/Signs or Digital Signs
Stanchions and Belt Barriers

See More: How Virtual Queuing can Change the Business Process?

Although these are just the basic QMS system components required to form a queue management system, however, there is a huge variety of hardware accessories and add-ons that are being utilized to further improve the efficiency of the system and the service delivery mechanisms. In some cases, there are devices such as touch screens and tablets that are being used to collect customer feedback. The interactive kiosk used for ticket dispensing is built with a basic computer in it, and it means that we can install so many other hardware accessories to further improve the customer experience and customer journey.

For example, Emirates ID Card Scanners or Passport Scanners can be used to fetch the basic data for each customer when they will arrive at the counter which will further make the service delivery fast as all the information required would be available for the agents who are serving the customers. This is just an example there are so many other possibilities that can help businesses to improve customer satisfaction and happiness and also allow them for better business intelligence gathering and performance monitoring.

Queue Management System Software

The queue management system software consists of two parts, one is the server-side application which provides an administrative interface and the second part is the agent interface. The agent interface is fairly simpler and provides basic controls and information about the queues and customer flow controls. However, these days, the agent portal can be customized as well as the administrative dashboard. The customization is being offered by almost all major queue management system suppliers in Dubai and all across the UAE. The main reason why businesses and organizations are seeking customization is to further achieve more control over the customer journey, customer flow, and monitoring.

Here are the basic components of the queue management system software:

Queue Management System Server Software
Agent Dashboard
Admin Dashboard
System Integration
Customer Interface (Multi-lingual)
Data Analytical and Reporting

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

Monitoring and Business Intelligence are essential for any business to ensure steady growth and happy customers. Our Queue Management System comes with in-built KPIs (key performance indicators) and very reliable monitoring tools. Furthermore, the system can be customized to provide more in-depth monitoring and data collection. Here I would like to mention that data collection is important but without data analysis and reports in a simple, plain and understandable manners are extremely important for decision making and strategy formation. A queue management system must be capable of analyzing, processing, and presenting the data in actionable reports and desired formats which can help the management to take decisions and to easily identify the areas of improvement. This will help businesses and organizations to take steps and actions to improve the customer experience.

Another great feature of our Queue Management System is that it is very flexible towards integration with other business tools and enterprise solutions. The RSI QMS also supports extended levels of customization which no other queue management system in the market supports. The upgrade and modifications are also cost-effective and relatively easier. These features help the organizations to tap in the data from other systems or centralized information centers and vice versa. A tailor-made queue management system leads to automation and digitalization which results in greater efficiency and productivity of the queue management system.

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

What are the Benefits of a Queue Management System?

A queue management system is very effective and has become an essential part of customer satisfaction strategies these days. The core objective of a queue management system is to resolve the customer flow management-related problem, which helps businesses to enhance the customer experience and to offer a unique and attractive customer journey that results in satisfied customers. Another additional benefit includes monitoring and business intelligence gathering. Collectively all these benefits let the businesses and organizations sustain more customers and increase customer loyalty. Once that is achieved the road to steady growth is quite easy. This is why the businesses are adopting queuing solutions and the queue management system industry is emerging as a rapidly growing industry with huge future potential.

Here are some benefits of having a queue management system:

Reduce Customer Wait Time
Improve Customer’s Waiting Experience
Improve Customer Journey
Achieve total or semi-automation to reduce employee’s workload
Monitor and measure system’s and employee’s performance
Collect Customer Feedback and/or Measure Customer Satisfaction
Improve Business Practices on the basis of analytical data and KPIs
Integrate and Synchronize Data with other Corporate Tools and Systems
Real-time Monitoring, Reporting, Alerts, Notification, and Stats
Integrate Various Hardware to Improve Service Delivery

These are just some of the most common benefits a business can get with a queue management system. With the added benefits of customization and purpose-made queue management systems, businesses can easily achieve the highest productivity.

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

Apart from the direct impacts of a queue management system on customer satisfaction and customer happiness, it also helps businesses in improving the factors that contribute to improving customer experience and customer journey. For example, a queue management system is a great aid to the staff and agents/servers who are directly interacting with the customer and visitors. With that additional aid, the employees can easily focus on customer experience and improving service delivery and service quality rather than wasting their energies on manual processes and manually handling the visitors and customers. Less work strain leads to improved morale and working environment which ultimately contributes to improving customer experience and customer satisfaction.

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

Conclusion

In a modern-day world for businesses and organizations who are receiving customers and guests to their premises and offices, a queue management system is a great tool to improve the overall environment for both the customers and the employees as well. It provides great support by automation and aiding the employees in handling customer flow. A queue management system can provide basic KPIs (key performance indicators) along with the ability to couple with any Enterprise Performance Management System or Employee Performance Management System to further assist the management with accurate measurement and monitoring of the entire interaction of the brand with its customer. Businesses and organizations can have more control and flexibility to model their unique and attractive customer journey.

Furthermore, a queue management system provides a deep insight into relevant business processes, employee performance, and overall customer experience. The system is capable of gathering comprehensive business insight along with direct customer feedback. In our Queue Management System, the in-built statistical and analytical engine generates a multitude of reports for various levels of the management which let them understand the overall performance immediately. These reports and analytical data also help businesses and organizations to identify the areas of improvement. The business and organizations can have a great opportunity to understand their customers and to take steps to improve their business processes and products and services.

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

With the advantage of technology and added benefits of a queue management system businesses and organizations can easily aim and achieve their targets and objectives. The queuing solutions are very cost-effective. The initial cost is low, the technology is long-lasting, easy to upgrade, easy to repurpose, and ideal for improving customer satisfaction. A satisfied customer will remain loyal to the business. With the marketing efforts and a strong asset of loyal customers, a business or organization can ensure steady growth and greater profitability. RSI Concepts is a leading queue management system provider in Dubai, UAE, and all across the GCC. If you have an inquiry or need any assistance please feel free to reach us out through our Contact Us page or leave a comment below.

Check out this: Mobile Queue Management System’s Impacts on Customer Experience

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?