In this blog, we will discuss the important hardware components of a queue management system which are required to manage the customer flow effectively and efficiently to improve the customer journey. There are so many hardware components that can be added to a queue management system as accessories or add-ons to maximize efficiency. It also depends upon the requirements of the client and the nature of the operations they are performing at their branch/office. The queue management system is essential in building up your business reputation, keeping the visitors/customers happy and reducing the workload of the staff and agents to keep them in high spirits. Overall these all factors contribute to your business’s success.
Before I step into describing the various hardware component I would also like to give a short introduction of the types or classifications of the queue management.
Fundamental Types and Classifications of the Queue Management
These classifications define the services and the overall operation. On the bases of that we determine which hardware components should be included in a particular queue management system solution:
Single Phase Single Channel
Single Phase Single Channel means there is only one agent/counter who will deliver the full service to a single visitor/customer.
Multi-Phase Single Channel
Multi-Phase Single Channel means there are multiple agents/counters to complete a single service and the visitor/customer will have to go through multiple counters for full-service delivery.
Single Phase Multi-Channel
Single Phase Multi-Channel business model means that there are multiple counter/agents for a single service and the customer can be sent to any counter for the full-service delivery.
Multi-Phase Multi-Channel
Multi-Phase Multi-Channel business model means that a full-service delivery requires to visit multiple counters and there are multiple counters/agents for each part of the service hence the customer will have to go through multiple counters for the full-service delivery. And for each service part, there are multiple servers available, the customer can be routed to any of the counters at the respective stage of the service delivery.
Read also: Queue Management System Problems and Solutions in Dubai
Important Hardware Selection and Configurations of QMS
Now that we got a basic idea of how the queuing system works and how should we choose the hardware for a required business model. Let us discuss a few additional details that might further clarify the customer flow operation:
- The population of the customers
- Limited: It means a limited number of expected visitors/customers, such as Psychiatrists clinic, boarding counters at the airport, etc
- Unlimited: It means an unlimited number of the customers/visitors are expected, such as Banks, Sales Counters, Customers Support and Services Offices, etc
- Method of Arrival
- Individual Arrival: Most of the businesses are operating on individual arrival model
- Group Arrival: Only certain businesses or service centres adopt this model, such as HR departments, immigration services, etc
- Service Mechanism
- Number of Counters: How many agents/counters do you have?
- Service Types: Do all the counters/agents serve the same service or different services?
- Number of Queues: Is there a single queue for all the counters/agents? Or separate queues for separate counters/agents?
Here are the basic hardware configurations for the above-mentioned queue management system setups:
Ticket Dispensing Units
This is the very first interaction of the visitor/customer with your branch or service centre. The visitor/customer will get a ticket as per their required service and will be issued a queue number. There are multiple ticket dispensing units types that are very popular in Dubai, UAE. Such as:
Kiosk Machine
A kiosk machine is the most popular ticket dispensing option all across the world. The kiosk machines with reasonably large and bright touch screens provide a good interactive experience. Very helpful in sign-ups with service lists, instructions and relevant information on the screen. Thermal printers are widely used to dispense the tickets.
Table Top Ticket Dispenser
Table Top Ticket Dispensers are more useful at the receptions and in such setups where the staff will generate the ticket or do the sign-up for the visitor/customer. Large touch screen with easy-access and small form factor can easily blend-in the surroundings and looks great on counters and receptions.
Wall Mount Ticket Dispenser
Wall mount ticket dispenser is built on a very compact form factor device and is very suitable for the situations when we have limited space.
Routing Display Units
The display units have to be placed on strategic locations so that each and every visitor/customer present in the waiting area should be able to view them. The routing display units are being used to display the current serving tickets, next tickets, and other relevant information.
Counter Plates and Signs
These counter plates and signs are used on the counters to direct customers and visitors to their counter/agent. There is multiple hardware which can be used for this purpose such as:
- Counter Plates: These are ordinary nameplates with counter numbers or names on them
- LED Screens: LED Dot Matrix Screens are dynamic LED displays to display the counter number or name, they can be controlled from the queue management system server
- LCD Screens: These are fully coloured small-sized screens to display the counter number and name, or any other information can be displayed as well form the QMS server
Sound System and Audio Announcements
The sound system and audio accouchements are very important, as some of the visitors/customers don’t pay attention to the routing display units, instead, they could be engaged in their smartphones, or conversations or anything, so the audio announcements could be very helpful. Multilingual announcements are even more effective.
Digital Signage and Large Displays
The digital signage and large displays are very helpful in keeping the visitor/customer engaged. Businesses can play promotional content, marketing content or any adverts on the large screens as well as the queuing information which not only reduce the stress of waiting but it also helps the customers/visitors to stay focused on the queue calling.
Virtual Queuing
Virtual queuing is a modern technology introduced to queue management systems. This enables visitors/customers to sign-up remotely via emails, calls, smartphone application, QR Codes, etc. This not only reduces the wait time to a significant level but also provides relevant real-time information to the customers/visitors. QR Codes can be generated and provided on convenient locations so that the customers can access them to do the sign-ups.
Physical Queue Management
The physical queue management is more effective in large places and for a very large number of visitors/customers such as cinema, airports, mass transit stations, etc. Here are some physical accessories that can be added along with the queue management system:
Stanchions or Belt Barriers
Stanchions or Belt Barriers are easy to manage and can be placed and removed quickly. They allow the branch management and staff to manage and route the queue more effectively. The stanchions are also very helpful in managing a large crowd in comparatively smaller spaces. This also eliminates the possibility of queue-jumping and line-cutting in large crowds.
Physical and Digital Signs
Physical and Digital Signs are used to route customers/visitors effectively in large spaces. Especially in multi-place facilities when a service can be delivered through multiple counters and all of those counters are located in different areas. The physical and digital signs are very helpful in displaying the ticket information and/or directions in lobbies, escalators, etc. A combination of digital signs with dynamic information and static of physical signs can help to manage the customer flow with ease and efficiency.
Human/Agent Management
In human/agent management setup the businesses provide a dedicated staff member or agent to a single visitor/customer so that the agent can take the customer through the whole journey and make it more convenient and stress-free for them. Obviously, this is a very costly queue management solution so most of the organizations and businesses are using this along with all above-mentioned hardware for their selected/premium customers/visitors only. The staff agent can perform all the task with the following devices:
- Portable computers
- Apple iPad or Android Tablets
- Portable QR Code Readers and Scanners
- Portable Ticket Dispensers and Printers
Any of the above or a combination of the above hardware can be provided in the queue management system to enhance the customer experience in human/agent management setup. Furthermore, a few other portable devices can also be added which should be carried by the agent/staff to ensure utmost customer satisfaction at the branch.
Read also: Paperless Queue Management System
Queue Management System Software
No queue management system can provide the desired results without a well-crafted software and control console. Although the software is not part of the topic still I want to emphasise on its importance. Here are some of the important modules a queue management system should have in order to provide the highest performance and best returns over your investments:
- Customizable Administrative Control
- Data Collection and Synchronization
- Real-time updates and stats
- Centralized information centre
- Remote access and management
- Key Performance Indicators (KPIs)
- Multilingual Compatibility
- Comprehensive Reporting Module
- Powerful Statistical and Analytical Engine
- Integration with third-party software and applications
- Smartphone Applications
- Customer Feedback Collection
The above-mentioned features are very critical if you want to achieve maximum operational efficiency of any queue management system setup. Though some of them might not be relevant to some of the configurations of the QMS setups I have mentioned above such as the smartphone applications and the customer feedback modules but rest of all are mandatory for any queue management system setup.
Read also: Complete guide to Queue Management Systems in Dubai, UAE
Conclusion
Before opting for any queue management system the businesses, consultant and the vendor should have to identify the requirements with 100% clarity. Then the hardware ingredients should be chosen with great care as per the queue management model. The hardware component’s installation and other dependencies are there so repeatedly revamping the system could increase the cost as well as it could cause interruptions in the operations. The system components should be selected on the basis of the service type, service delivery mechanisms and the physical location. The hardware of a Queue Management System is a very important part but the QMS software should also be able to work in hormone with the hardware to achieve the desired results.
The queue management system is not only essential to handle large crowds or for customer flow management but it can heavily impact the general perception of your visitors/customers and can make or ruin your brand identity. It is always wise to contact an experienced consultant like RSI Concepts, the best queue management system providers in Dubai, UAE and GCC. But a basic knowledge of the system is also mandatory for the businesses and the organization who are looking for a new queue management system solution.
Check this out: 5 Features of Queue Management System