The Intro
A queue management system or queuing system or customer flow management system is a combination of software and hardware tools, which enables any organization to easily manage any number of customers or visitors. The queue management system (QMS) also reduce the wait time and make service delivery quicker. Well organized and managed customers flow also improve their experience and journey through the organization and results in happy customers. Apart from that a queue management system (QMS) also reduce the workload of the servers and the staff. The powerful QMS software enables the management to track KPIs (key performance indicators) and monitor the full branch including the customer flow, service delivery time and the staff performance on a very micro level. This provides great business intelligence for the management and helps them understand the ins and outs of their branch. The statistical data and reports can be further utilized to improve future strategies to focus on the areas where the performance is not so good.
The Technology
A queue management system (QMS) consists of two major components, the software and the hardware. Both components can have further so many small modules and accessories as per the application, type or the requirements of the customer. The technology behind the queue management systems has advanced rapidly in past few years. More software and hardware tools are available, which paved the way for innovation. The modern queue management systems consist of the following basic parts:
- QMS Server
- Server-side software application
- Administrative dashboard and control panel
- Queue Sign-up
- Ticket Dispensers
- Standard Interactive Kiosk
- Tablet Kiosks
- Online Sign-ups/Remote Sign-ups
- Smartphone Applications
- Other mediums i.e. call, SMS, email, online booking portals
- Ticket Dispensers
- Digital Signs
- Large Displays
- Digital Signs for Directions
- Traditional Sign Boards (wall mount, floor standings & ceiling mount)
- Counter Displays
- LED Dot Matrix Display
- Small Size Digital Screens
- Counter Displays
Another most popular accessory is customer feedback tablet or stands. These are the basic components that made a standard queue management system. Furthermore, a lot of many accessories and add-ons can be added to increase the queue management system’s efficiency and effectiveness.
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The Benefits of a Queue Management System
The main purpose of a queue management system is to reduce the customer wait time, improve the service delivery process, and improve the overall customer experience. However, these all can only be achieved if a lot many things are done properly. For example, in order to reduce the customer wait time, the queue management system organizes the queue, distribute the workload on different counters to speed up the process, then there are other indirect methods that are being used, such as digital screens showing the estimated time to turn, current queuing status, engaging content to further ease the customer’s waiting time. The automation of a lot of many processes will also ease the workload of the servers and the staff. Which in itself will be very good for the overall customer experience and staff’s efficiency.
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How a Queue Management System can benefits in the Shipping Industry?
First of all, let us identify the areas where a queue management system can really make the difference. As we all know the shipping industry is a bit complex, having multiple departments, entities, companies and intermediaries involved the whole process became complex and tedious. In such scenarios maintaining a great customer experience and providing good services could be harder than what it looks like from the outer world. There are different forms of cargo, the most common are:
- LC (Less than a Container) or LCL (Less than a Container Load)
- FC (Full Container) or FCL (A Full Container Load)
- EMS (Express Main Service) for small items
- Air Cargo (Quick but expensive)
Both have different clearance methods and paperwork. In addition to that different items also require different kinds of documentation, certificates, approvals and a lot many other processes. In order to handle all these processes, there are various departments involved and the whole service is being delivered in various sub-services through multiple counters and areas. If an intelligent and efficient queue management system is installed to handle the customer flow through all those points and counters then it could significantly reduce the service delivery time, this will not only reduce the workload of the staff but it will significantly reduce the efforts of the customers as well. The large processes which may usually take days could be done in a single day. A customer can be provided with a single token number, which could be forwarded to the next counter automatically as the process proceeds. This way the management and the staff don’t have to worry about regular checks and stuff, as the customer is being already checked on the previous counter, this will make the process fast quick and very less manual repetitive work.
Another great feature of the queue management system is that they allow prioritizing urgent tasks or important or time-critical cargos. Let say for an example there are medicines which need to be kept on certain temperature, hence require an electric cooling solution within 12 to 16 hours after their landing, so such shipments should be prioritized hence the customer coming for the clearance should also have to prioritize. Special permits, special permissions and/or everything can be done on the priority bases and their token number can be automatically raised regardless of their actual number or such. That kind of policies for various goods and cargos can be implemented through the queue management system which could help the ports, depots, management staff and the customers a lot. The customer’s satisfaction raised, hence the trust level also raised. If a customer is leaving happily from your office, they will definitely choose your port/company next time.
The queue management system is not only meant for the huge enterprises, like ports and depots but even if you are a small or medium-sized company dealing in cargo, freight forwarder, logistic service or an agency, you can also utilize the queue management systems to effectively implement your policies to improve your operational capabilities.
Another remarkable feature of a queue management system is the statistical and usage data. The businesses and organizations can utilize this data to monitor KPIs (key performance indicators) and to collect a great business insight. The data will provide a very brief and detailed insight into the whole process and the complete operations. The management can later use such data to improve their strategies and business practices to further reduce the cost and to improve the customer journey. Another advantage of a queue management system is that it allows a centralized information centre and integration with other databases and systems for verification, authentication, and information sharing. This makes it integrated within the organization. The system integration also means that all the data can be synchronized in real-time and whatever information are needed on the next station can be automatically pushed to that system. Which also cuts the time and efforts of the staff.
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Conclusion
A queue management system is a great companion of service-based industry. In the shipping and cargo business, all the organizations involved are usually using segmented customer flow management or queuing solutions. Which can only improve the localized customer experience but doesn’t make a huge impact. But if an efficient queue management system is used, it can partially automate the processes, push information to the next station/counter in real-time, facilitating the high-priority or time-sensitive cargos and also allow different protocols for premium and VIP customers. This could completely transform the customer experience and the operational efficiency of the shipping yard, ports, cargo handling companies, depots, warehouses, on-site storage facilities and everything in-between. In the longer perspective if a customer left happily they will surely return. Which will ensure steady growth and also improve your business reputation. The queue management system is equally effective for the small agencies, businesses, forwarders, logistic handlers and other relevant businesses.
The automation and useful features not only enhance the customer experience but also reduce the operation cost. Which could also help businesses in cost and resource management. The flexibility to integrate the queue management system with other systems will allow real-time information synchronization, which has its own applications and will help the management staff by reducing their workload and at the same time, it will significantly reduce the service delivery time and improves the customer experience. If you are interested in our queue management system specifically designed for the shipping industry please feel free to contact us through the below comment box or reach us out through our Contact Us page.
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