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

June 9, 2023

Why Every Business Should Invest in a Queue Management System?

The service sector knows very well the importance of customer experience. Businesses in Dubai or anywhere in UAE understand the importance of customer satisfaction. The UAE is a very competitive market and the customers simply have too many choices, which is why they are also very demanding. However, it is crucial for a business to ensure customer satisfaction and offer excellent services at their service center. A good customer experience not just make your customer happy but it also increases their loyalty and improve the brand image. A good brand image always attract more customers and vice versa. That is why it is absolutely essential for a business to offer a great customer experience at their customer service centers. Businesses in Dubai and anywhere in UAE are investing heavily in customer satisfaction solutions. Regardless of industry a queue management system is the perfect companion for a modern day customer service centers. Businesses can find industry specific solutions as well as fully customized queue management systems which are exclusively designed to meet the very specific needs of the business.

What is a Queue Management System?

By definition a queue management system is a tool which is used to manage the customer flow and queues in the customer facing environments. The queuing theory is the learning and understanding of the line formation and customer flow. Businesses were managing queues since long time ago, even before the technological revolution and internet. Earlier businesses were managing footfall by forming waiting lines which worked on first come first serve bases. Later on businesses started issuing token numbers manually in form of small paper piece or tags, which have greatly improved customer flow and allow businesses to serve customers in different priority groups, and also enable them to segregate customers on the bases of services they need. However, things have changed and the internet and IT technologies have evolved. Businesses then started deploying digital queue management systems. A digital queue management system is based on a software program and some hardware components. The modern digital queue management systems greatly improved the management abilities, control and performance of the queuing which also had a great impact on customer happiness and raise customer satisfaction.

Why Businesses should Deploy Queue Management Systems?

There are many reasons to deploy a queue management system. Every business who serves its customers at their offices, customer service centers or at their premises, need a mechanisms to manage footfall and ensure a frictionless customer journey. The customer journey is impacts customer happiness which is essential to attain customer loyalty and improve brand image. In this blog we will enlist key advantages of investing in a queue management system and how it benefits businesses.

Queue Management System Reduces Customer Wait Time

The customer wait time is the most crucial and significant factor in managing customer experience. Long wait time results in bad customer experience and unhappy customers. Only happy and satisfied customers will contribute to your business growth. Happy customers become loyal and loyal customers tend to be a good brand advocate who help you improve your brand image and attract more customers. On an average a 12 minutes wait time have least impact on customer happiness, more time added and your customers will become more unhappy and eventually they will become annoyed and angry which will not only ruin the customer experience but will also cause increase in customer churn and could badly impact your business’s reputation. A queue management system digitalize the queuing process and digitalization drives automation which can greatly improve efficiency and reduce customer wait time. It also help improving employee efficiency and eliminate common queuing problems which results in less wait time and better management. Less wait time means happy customers and happy customers mean repeated business which will help you grow and increase profitability.

Queue Management System Improves Customer Experience

Queue Management System not only reduce customer wait time but it is very capable of improving the entire customer experience. Usually customers are welcomed with a self-service interactive ticket dispensing kiosk which allow them to choose the service they need or sign-in and get a ticket number. The customers can wait comfortably in the designated areas or they can go out to spend the wait time as they want, this allow them to sign-up for virtual queues, hence the customers doesn’t need to stand in long physical waiting lines. Furthermore the wait time is also a complex phenomenon, there is one actual wait time and there is one perceived wait time. The perceived wait time is always higher than the actual, it is our brain who tricked us in believing that more time has passed than what have actually passed. The queue management system give customers more freedom and allow them to wait outside and keep them updated with regular alerts and notification such as SMS or WhatsApp, etc. The queue management system also have in-built announcement and customer calling system which keep customers distracted from waiting, it also have a digital signage which displays live queuing information and it also plays multimedia content or promotional material which keep customers distracted from the waiting time and help reducing their perceived wait time. These features significantly improve your customers’ waiting experience and raise their satisfaction.

Queue Management System Improves Employee Performance

The queue management systems also helps improving employee performance. It offers a comprehensive performance monitoring framework having multiple KPIs to monitor and evaluate employee performance. These KPIs help businesses to enhance their resource management strategies and are also very useful for the HR department. The HR can extract employee performance data to improve their training programs and take several HR decisions based on the employee performance data which help businesses improve their productivity in longer run. Furthermore the queue management system can automate several customer journey processes and digitalize several interactions which helps automating many tasks which are previously done by the service staff. An effective queue management system can significantly reduce the workload of the employee which results in better performance. When employee works under balanced workload their satisfaction rises which raise their morals and have long term impact on employee performance and also enhance the quality of their work. The queue management system can also automatically reroute the customers based on the current customer flow at each counter to minimize the customer wait time which also help balancing the workload and enhance employee performance.

Queue Management System Reduces Cost

A queue management system is a great companion for your business to optimize the operational cost while boosting the performance and productivity. As I have mentioned above a queue management system can greatly improve customer flow and minimize the burden of the staff which results in a productive environment and it ensures high quality services for the customers. Furthermore the queue management system automates several queuing processes. The digitalization and automation doesn’t require any staff assistance at most of the touchpoints which means the overall need of human resource decreases. Businesses can invest in queue management system and minimize the need of human resource which can significantly reduce the operational cost without effecting the productivity in fact the queue management system can greatly improve efficiency. The initial cost of the queue management system is also quite reasonable, as the technology used to build queue management systems are widely available. A queue management system consists of two parts, the software and hardware. Both software and hardware works independently and doesn’t require regular maintenance, which means the maintenance cost is also very low. The improved employee efficiency, decreased human resource need, and low-cost deployment of the system results in high ROI and help businesses minimize the per-service and overall operational cost.

Queue Management System Collects Business Intelligence Data

A queue management system is a digital tool which have a very powerful AI based software with smart algorithms and great capabilities of collecting business intelligence data. The business intelligence data includes customer behavioral data, their interaction at each touch point, system’s statistical and analytical data and various other insight which help businesses understand customer needs, demands, liking/disliking, market trends, staff performance and customer feedback. A digital queue management system also offers in-built analytical tools which help businesses extract actionable reports from the collected data. These reports can be included in the decision making process as well as these can be shared automatically as per set frequency. The management can easily analyze the performance of each branch using these reports and on top of that customized reports can also be generated as per the needs of the management. The staff performance data is very useful for the resource planning and management and the HR can also use this data for several HR decisions. Queue management system can also be used to collect valuable customer feedback data which can be collected using on-premises tablets, touch screen or interactive kiosks and the queue management system can also integrate multiple channels such as SMS, Emails, WhatsApp, mobile apps, websites and many more. The business intelligence data help businesses improve processes, reduce cost and identify the areas of improvement which increase profitability and productivity in the long run.

How Queue Management System Improves Business

When a business deploy a queue management system it equally benefits all relevant parties. Whether it is customers, service staff, managers or senior management/head office everyone get several benefits. Here is a quick overview of benefits a queue management system offer for different stakeholders:

Queue Management System Benefits for Customers

Customer will have better waiting experience
More freedom and convenience during wait time
Less wait time and satisfactory customer service
Better communication, real-time updates and alerts
Virtual queuing features and appointment booking facility

Queue Management System Benefits for Service Agents

Balanced workload and low pressure environment
Get help and simplify service delivery process
More control and better customer flow management
Better performance, higher employee satisfaction

Queue Management System Benefits for Managers

Digitalization and automation improve administration
Digital controls help managers effectively control the customer flow
Analytical and performance data help managers make good decisions
Automatic alerts and notifications keep managers up-to-date
Advanced features help implementing company policy

Queue Management System Benefits for Head-Office

Enable head-office to get real-time updates from all branches
Improve monitoring and control over all connected branches
Help head-office to collect data and make reports from all branches
Help head-office to remotely implement their policy over all or selected branches

Conclusion

For businesses it is extremely important to ensure their customers are getting satisfactory experience at all their branches and outlets. The customer satisfaction is extremely crucial for your business’s success. Happy and satisfied customers tend to be loyal to the brand and they also help building a positive image with their feedbacks, reviews, word of mouth, social media and other online endorsements. For any business who is offering on-premises services whether it is from retail, finance, banking, healthcare, education, or any other service-based industry even the government offices and service centers also require a proactive queue management strategy which is impossible without implementing a digital queue management system. In this blog we have covered the advantages of implementing a queue management system for your business and the benefits it offers for key players and stakeholders. If you want to learn more about the subject or if you want our help to design and customized and highly cost-effective 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 30, 2022

Importance of Queue Management System for Government and Public Offices

The public sector in Dubai and all around the UAE have been improved significantly in past decade, now a days the government and public offices want to deliver an excellent service with a delightful experience. The government and public offices receive huge footfall on daily bases, there are several services which makes then unavoidable. No matter what, one must have to visit the government office to avail the service. Here in UAE all local governments and the federal government itself is offering a wide range of online services or e-services which can be accessed via several online service portals or dedicated smartphone applications. However, even after all that digitalization, there will always remain some services that has to be done via a service center. That is why the Federal Government, Dubai, Sharjah, Ajman and all other governments are proactively implementing innovative features to improve the service quality, customer experience and operational efficiency of the government and public offices.

A queue management system might seem like a simple digital system that facilitates customer flow and manages queues in the government and public offices, but it is far much than that. A modern digital queue management system is not just a queuing solution but it is a very powerful tool that can help government and public offices to effectively implement their policies at the branches, manages customers flow, reduce manual queuing work, enhance customer experience, improve employee productivity, raise operational efficiency of the branch and help building a positive and healthy image of the department in public. The public always look up to the government to solve their problems and fulfill their needs. One of the major aspect of serving citizens is to ensure easy access and a better experience. But the question is how this can be done? In this blog we will discuss how a queue management system can help government and public offices to achieve their strategic objectives and long term goals.

Queue Management System for Government and Public Offices

A queue management system is a digital solution for the queuing needs of a business or organization. A typical digital queue management system consists of ticket dispensing devices or kiosk, digital signage to display queuing information, customer calling and announcement equipment and software solution. The software consists of a central command and control dashboard which is usually held in the head office, then there are branch management dashboards for branch managers and customer service agent’s dashboard. All these tools are specifically designed to maximize the efficiency of the queuing process. The queue management system for government and public offices is not different from any other ordinary queuing solutions however the administration and management features are slightly different to integrate into the workflow of the government and public offices. There are several innovative and modern features that can be included in the queue management system to maximize the customer experience and the efficacy of the system such as virtual queuing features and smartphone apps, etc.

Advantages of Queue Management System for Government and Public Offices

Each government and public office have different requirements hence their needs are different too. There are several queue management systems available in the market, however, the best approach is to develop a customized queue management system for the government and public offices to make the system more productive and effective. Here are some key advantages of a queue management system for the government and public offices:

Streamline Customer Flow

The government and public offices usually have larger footfall and it is harder to ensure a smoother customer flow. The queue management system sing-up customers for a virtual queue, which means the customers don’t have to stand in physical waiting lines, in fact they are free to sit in the waiting areas or anywhere, while they will move forward in the virtual queue. Another great advantage of the queue management system is that it can collect basic data or information about the required service. This information is utilized to direct the customers to the right service counter. In any government or public office the branch would be offering several services. Sometimes some service counters are exclusive for certain services, and sometimes due to other polices certain customers groups are diverted to certain counters, for example, for elderly people there are special counters which are more fast and the agents also have additional training to help such customers and so on. These all different scenarios can make manual queuing more complex, complicated and difficult to manage. However, a queue management system can manage all these variable situations automatically which help streamlining the customer flow.

Reduce the Wait Time

The customer wait time is one of the major reason of damaging the customer relationship with a business. Customers simply hate long wait times, each industry have different tolerance or threshold level for the wait time but on an average it is ranging from 9 to 13 minutes. That means the government or public office should be able to serve each customer within that time range, however, that is very difficult. Obviously when someone is coming for service which is offered by the government department or any public office, the chances are there would be no alternate to that and no matter how long the wait time is the customers would wait. But that is very damaging to the image of the government entity or the public office. Here in UAE all local government departments and ministries are continuously evaluated and rated according to their performance and public perception. So, it is crucial to reduce the customer wait time. The queue management system automates the customer sign-up process, eliminates common queuing problems, balance the workload of the employee which improve customer experience and raise their happiness and satisfaction.

Virtual Queuing Enables Instant Service Delivery

The virtual queue management systems are the most modern form of the queuing solutions. Traditionally the customers will have to visit a government or public office to secure a spot in the queues, but with virtual queuing they can sing-up remotely and don’t have to physically present at the government office. This allow them to arrive exactly at the time of their turn, hence they don’t have to wait at all. No wait time means instant service, which can have huge impact on customer experience and satisfaction. The virtual queue management system allow customers and visitors to sign-up using multiple channels, such as queue management system mobile apps, SMS, call, online portal, etc. All these channels are very convenient and easy to use, furthermore the customers can secure their spot before even arriving. There are several other benefits of the virtual queuing, such as it also help reducing the work load of the staff and it prevents crowed formation at the premises, etc. The wait time is the most influential factor in customer happiness and customer satisfaction. No wait time means excellent customer experience and higher customer satisfaction.

Improve Customer Engagements and Communication

The most common problem customers faces at government and public offices is less communication. Which can badly effect the customer experience, the queue management system keep customers engaged and provide them with frequent updates. When customers are waiting in the waiting areas, large digital signage keep displaying the updated information about the queues. These signage can also play multimedia content to provide more information or entertainment. Furthermore the audio announcements in multiple languages also keep users engaged and distracted from the waiting, which help reducing the waiting stress and enhance customer experience. The virtual queuing tools further increase the communication between the customers and the service agents. The queue management system mobile apps, SMS, WhatsApp and even calls can be used for communication. The auto-respondent and chat bots can also be integrated to provide quick information to the customers. This also help increasing customer engagement and raise their satisfaction. It is all about customer experience, if customer will have good experience the chances are their interaction with the service agent will also be good and vice versa.

Real-time Queuing Updates

The queue management system comes with a centralized software core application which is usually hosted at a server and all the connected branches and touch points act as the client to that server. All the source code, AI based smart algorithms and queue management system software is deployed at a server. The queue management system can work in both internet and intranet networks and can be hosted in traditional online hosting or at cloud platforms. This enables all branches and touch points to communicate directly with the central server. The queue management system offer dedicated UIs for the customers and dedicated dashboard for the agents along with an administrative dashboard. The administrative dashboard allow the branch managers and the head office to get the live queuing information at their respective dashboards. The branch manager can get the live data feeds and several performance matrices which help them understand the situation at the branch along with customer flow and behavioral data which help them take quick and informed decisions to improve queuing process. The head office can view the same information along with several additional matrices at their dashboard. Which help them take decisions in real-time and effectively implement their policies.

Improve Staff Performance

The queue management system is a very capable tool it can efficiently manages several customer journey steps automatically. The AI (artificial intelligence) based smart software engine can process live data and take decisions instantly to maximize the efficiency of the queuing process. It completely automates the customer sign-up process and improve customer flow. This means that the contribution of the staff is lessened. When the customers are managed manually, there might be complaints, the staff gets more engaged with the customers who are in the queues, which could keep distracting them from their primary tasks. This results in poor employee performance and more dissatisfaction among the employees. However, with the queue management system the employees are no longer required to interfere in other affairs, in fact they can easily focus on their primary tasks. Furthermore the queue management system balance the workload of the staff which help improving the staff performance. The queue management system also captures several KPIs and employee performance data which help the management in resource planning and management to maximize the productivity. The management can easily identify the areas of improvement and take actions to maximize the staff performance.

Improve Public Prospective

Here in UAE the government and public offices are working very hard to build a great image of their department or entity among the citizens. When a government or public office serves the citizens it also bear the responsibility to up lift the brand image and the overall public prospective about the organization. The customer experience have huge influence over customer opinion. Good experience, good public perception and bad experience means bad public perception of the organization, it is that simple. The queue management system not only improve customer flow but it is capable of improving the entire customer journey. It can improve several steps of the customer journey and it help improving the employee performance which also result in better experience and high-quality service. When a customer don’t have to wait much or if they used virtual queuing, they reached to the counter in a stress free mindset. The staff on the other hand works under balanced workload and is also happy. This help delivering excellent customer experience and satisfactory customer service which results in higher customer satisfaction and happiness. Satisfied customers tend to be loyal and loyal customers help spreading good words about the organization and add value to the entire brand image and its public perception.

Reduce Operational Cost

A digital queue management system is far more effective than just improving the customer flow. The digitalization brings automation and the automation drives productivity and efficiency. Better efficiency means better resource utilization and efficient resource management strategies help reducing the operational cost without compromising operation efficiency and productivity. In government and public offices the major chunk of expense went in employee retention. Since the footfall is high, the branch also have to hold larger teams which is very expensive. But with the help of a digital queue management system the branch can literally automate several major parts of the customer journey, hence no need to deploy employees or additional resources for these steps. Furthermore the queue management system help improving the employee efficiency and productivity of the branch. It means the same branch can serve more customers in a day with less resources without compromising customer experience and customer satisfaction. This automatically raise the productivity of the branch and reduce the operational cost. The queue management system itself have very low deployment cost and it also doesn’t require much maintenance which means results in higher ROIs and help reducing the operational cost.

Conclusion

The government and public offices have fairly larger footfall. Hence their queuing processes are sophisticated and require a lot of resources too. It not only make the management more complex but it also raise the operational cost of the branch. However, with the help of a digital queue management system the government or public office can significantly reduce the operational cost without compromising the service quality or customer experience. In fact a queue management system is a great tool to enhance the customer experience and to raise the customer satisfaction. For any government or public office the top priority is to provide easy access to high quality services. A queue management system help them achieving their goals. It can significantly reduce customer wait time and with virtual queuing the customer wait time can be reduced to none. The queue management system automates several customer journey steps which drives productivity, efficiency and also help reducing the workload of the staff and enable them to perform better.

The queue management system can provide a wealth of valuable business intelligence data which help management understand the customer flow, customer behavior, staff performance and provide them several analytical matrices. The queue management systems are built using widely available technological platforms which significantly reduce the deployment and maintenance cost and help reducing the overall operational cost of the branch. The central information center allow the head offices and the branches to collect and view the real-time queuing data and several performance matrices at the administrative dashboard. Which help them take quick and informed decision to improve the queuing process. RSI Concepts is a leading queue management system provider in Dubai, UAE. We are serving our customers since more than a decade now with our standard and customized queuing solutions. If you want to learn more about the subject or if you want us to help you improve your department’s performance, customer happiness and public perception, 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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October 26, 2022

How Queue Management System Helps Maximizing the Efficiency?

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

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

Queue Management System Automates the Virtual Queues

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

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

Queue Management System Reduce Staff’s Workload

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

Queue Management System Automates the Entire Customer Journey

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

Queue Management System Improves Customer Satisfaction and Reduces Customer Churn

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

Queue Management System Provides Real-time Performance Monitoring and Management

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

Queue Management System Provide Valuable Business Intelligence Data

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

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

Conclusion

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

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

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August 4, 2021

What to Consider When Choosing a Queue Management System

Embracing technology and innovation is not always easy. Especially when it comes to a queue management system that is responsible for managing the customer journey and customer experience. A queue management system is also very capable of improving employee efficiency and operational capabilities, which makes it very important for any business’s success. Here in Dubai and other parts of UAE, there are so many different vendors and suppliers with a long list of customized and off-the-shelf queue management solutions, which makes it furthermore difficult for a business to decide which brand or system could meet their requirements. When installing a new queue management system there are several factors that have to be taken into account else there could be very serious losses in terms of resources and customers. Businesses and organizations have to deal with too many customers on daily basis, which requires an efficient customer flow management platform. Moreover, businesses also need data and business intelligence to make informative decisions for the future. That is why a queue management system is installed. A queue management system can assist in all these areas.

If the queue management system doesn’t have the necessary features it might not be able to improve things much, or in fact, it can worsen the customer experience and cause great troubles for the management and staff too. Customer happiness and customer satisfaction are extremely important for businesses and organizations and efficient resource management and cost optimization is also crucial. There are several factors that a business should consider while choosing a queue management system. Some of the most important factors are listed below:

1. What Types of Services You are Offering?

That is the first and most important factor to consider while choosing a queue management system. If you are offering a single service then only a few queues will be enough and you can have as many counters as you can. But if you are offering more services then more queues are required and customer journey management is required so each customer reaches the right agent/server. Usually in Dubai and all around the UAE when a business is offering multiple services, they are having multiple counters, some are dedicated for certain services, and so on. These all details are important. There are two types of service delivery methods, the first method is the single counter method, according to this method the full-service delivery is done through a single counter. The other method is for stepped services, which means a single service delivery requires the customers to get served in two or more steps, the customer will have to visit multiple counters as per the service type to get the full-service delivery.

That is why it is important to first understand your requirements by analyzing your services and services’ types. For a stepped service a different kind of customer journey management is required for a regular service type where a full service is delivered at a single counter a different kind of customer journey management is required and so on and so forth.

A Great Customer Experience is Must

The primary reason for installing a queue management system is to improve the customer journey and customer satisfaction. A queue management system should be able to add value at all touchpoints of the customer journey. Here the important thing which most of the businesses in Dubai overlooked is to understand the importance of pre-queue and post-queue customer experiences. The customer interaction starts before even arriving at the branch. Even the traffic on the way, the difficulty in the parking and weather too can contribute to customer experience. Although the impact of such things is indirect it directly impacts the customer’s mood, which later reflects in their behavior and experience. There are certain things that can’t be controlled, however, the pre-queue experience can be improved with the help of an appointment booking module or a smartphone application, etc. Virtual queuing is a great example of improving the pre-queue customer experience.

The virtual queuing, remote sign-ups, and appointment booking modules all are designed to improve customer experience and customer journey. The post-queue customer experience is usually asking for customer feedback or conducting a survey. Customer feedback and surveys are important and provide extremely reliable business intelligence data. Moreover, the customer feedbacks and survey builds trust and give an impression of importance and priority to the customers. Now once a customer is inside the branch and is waiting for the queue, the waiting area, the digital signage, the counter displays, the audio-visual announcements, multi-lingual queuing information and announcements, customer routing signs and various markers, and everything else that is somehow contributing to the customer flow and routing the customers will impact on the customer experience. The agent/server, the service delivery time, and the waiting time are extremely important factors to improve customer experience. A queue management system should be able to provide all possible facilities for the customers and visitors to improve their experience. Which will determine customer satisfaction and customer loyalty.

In-built Virtual Queuing and Social Distancing Features

Due to the pandemic, customer behavior and requirements have changed. Each and every business in Dubai or anywhere else in UAE must have to comply with the government policies and social distancing laws to ensure the ultimate safety and hygiene inside the premises. These days’ businesses are eagerly seeking methods and ways to gain the trust of their customers and visitors. Virtual queuing is gaining popularity due to social distancing and COVID-related concerns. The virtual queuing allows the customers to sign-up for the queue remotely. It means a customer or visitor can sign-up for the queue without being physically arriving at the branch, and they can also virtually wait in the waiting lines. This way the customers and visitors are free to wait outside or in the parking lot or at home and only arrive when their number comes.

There are different methods to enable remote sign-ups and virtual queuing such as calls, SMS, email, online customer portals, websites, smartphone applications, etc. The remote sign-up issues a digital token number. The customer can wait outside while being present in the virtual waiting line. When their call has been made they can directly reach to the counter and get the service done. The customers don’t have to wait in the waiting area neither they would have to stand in physical queues. Virtual queuing is very helpful for maintaining social distancing as well. The queue management system should be able to manage the number of customers as per the company policy and capacity. The QR Code is also utilized for virtual queuing and social distancing, the customers can scan a QR Code which is placed strategically either at the entrances or any such place, the customers can scan the QR Code and a digital token number has been issued. The customers can wait outside and when their turn came they can come inside and wait or get served immediately as per the company policy.

Customization, Scalability and System Integration

Any good quality queue management system must have the ability to scale easily in the future. As the customers’ demands, expectations, and market trends are ever-changing, it is wise to have a system that can evolve with the evolving needs. Most of the queuing solutions are customizable, however certain limitations are there which are either due to the technology used to build those systems or either could be due to the sales policies of the vendor. Whatever the reason is if any such limitation is there it will be harder and very expensive to update, modify or change any such queue management system. It is important that the queue management system supports and aids the relevant business processes and IT infrastructure. Customization and scalability are also very important as businesses are expanding and adding new branches all the time, so the queue management system should be able to be supportive for expansion. Sometimes such expansions also require certain changes in features or functionalities of the queue management system which could be very costly, so it is important that the queuing solution you are choosing is already ready to support the expansion, this will save you a lot of time, hustle and cost.

Another very useful feature of any IT solution is its capability and compatibility to other solutions and systems this is often referred to as ‘system integration’. Usually, the businesses are using multiple systems and want to integrate them with each other for certain reasons. Such system integration not only makes the management process simpler but it provides more room for innovation, automation and results in ultimate efficiency. Usually, businesses and organizations are interested in the system stats, reporting, customer feedback, loyalty program, KPIs (key performance indicators), reporting, and customer data integration. All these are not necessary but important. The important thing is that the queue management system you chose should be able to support such types of data sharing & synchronizations. System integration can boost the efficiency of the queue management system and the overall operations.

Reporting and Business Intelligence

A queue management system is a customer journey transformation tool. It can capture data from various important touchpoints and also other relevant data. Which could be a great help for the businesses. The businesses can easily track records of the busy hours, days and weeks or any such detail. The queue management system can also track the record of wait time which is extremely important for customer experience and customer satisfaction. The time required by various steps of the customer journey can be measured. The queue management system can also measure various KPIs (key performance indicators) which are related to customer flow, agent/server’s performance, and much more. These details are very helpful for the business to understand the performance of their business practices and methods. The business can also easily evaluate and measure the performance of the employees and agents. These details are very helpful for businesses to make future strategies and help them easily identify the areas of improvement.

The queue management system can also collect customer feedback directly from the customers. The customer surveys, happiness meters, and NPS or net promoter score are a great measure of the overall performance of the entire queuing process. Businesses can also collect feedback about the behavior of the agents, facility, products, and services, and much more using the queue management system’s in-built customer feedback module. The reporting should be compiled in a dedicated administrative dashboard with the capabilities to link them to other systems and solutions to streamline the data. Moreover, a good queue management system must have in-built data analytical and statistical engine which should be able to process the raw data into well-prepared compiled reports. These reports should offer different formats such as detailed reports, summary reports or trend reports, and so on. These formats are very helpful for various levels of the management and the policymaker or strategy builder can utilize any convenient type of report while making decisions and making policies.

Real-time Updates and Remote Management

Mostly the business in Dubai and all around the UAE have various branches and the upper-level management resides in the head office or headquarter. This raises a need for real-time monitoring and remote management of the system. Any good queue management system must have remote management and real-time update capabilities. The real-time updates enable the head office to view all the connected branches live and they can access the queuing data in real-time. All the data is stored at a centralized database which is either residing inside the central database of the business or hosted on a cloud. This enables the higher management to monitor all the branches in real-time which makes the management very easy and convenient. Remote management enables the head office to push company policies instantly on all branches or selective branches and it also provides the ultimate control over all the connected branches.

The queue management system must have dedicated dashboards such as the customer interface, where the customers interact with the queue management system, the agent’s dashboard where the agents interacts with the system, and the administrative dashboard where the branch managers or top management interacts with the system. This requires a proper workflow and user authentication mechanism which authenticate each user and provide them with the level of control they are entitled to. The user authentication and access control also make the system more secure and error-proof.

Conclusion

A queue management system is a necessity these days for business. Especially in the service-based industries where the business is dealing with daily footfall. There are certain features of trait of a good queue management system that are must have when implementing a new queue management system. For example, the first and most important thing is that the queue management system should be able to improve the service delivery process and customer experience. We always recommend our customers a tailor-made queue management system as it provides more flexibility and control over the business processes and doesn’t require or push any change for the existing business processes and internal infrastructure. Moreover, a good queue management system should be able to scale and upgrade easily and should have support for future expansions.

Usually, the business has a main head office and several regional offices or branches a good queue management system should be able to provide the head office facility to get real-time updates from all the connected branches and also the remote management, which enables the businesses to push company policies instantly to all branches and make the management and control easier. The reporting and business intelligence collection are vital for doing improvements and identifying the areas of improvement. These features not only transform customer journey and customer experience but also help businesses to improve the overall operational efficiency and help increasing revenue and profitability. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to install a new queue management system or want to upgrade your existing queuing solutions feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: 5 Signs Your Business Requires a Queue Management System