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Month: April 2021

Sharjah Electricity and Water Authority (SEWA) obtained Digital Authorization System from RSI Concepts

SEWA – Sharjah Electricity & Water Authority or Sharjah Electricity, Water & Gas Authority is a government organization responsible for energy production, management and distribution. Along with that, the SEWA is also responsible for providing uninterrupted water and gas (natural piped gas) supply to the millions of residents and consumers in the Emirate of Sharjah. SEWA was formally known as Sharjah Electricity & Water Resources Co. and later the owner of the company was transferred to the government of Sharjah. Since its inception, the SEWA has witnessed tremendous expansion and huge growth. SEWA is also known for its great reputation due to the best services and customer care, in the country and all over the GCC. Sharjah Electric & Water Authority is also considered to be among the pioneers in the GCC to adopt highly advance technological solutions for the betterment of their customers.

Having such a remarkable reputation in the region is not an easy task, it requires continuous upgrades, innovation and technology integration to stay at the top. SEWA is always one step ahead of others in caring for their customers, in the past few years, SEWA has implemented a lot of advanced technologies to improve their operational capabilities and service quality. The customer support and complaint department are always seeking new ways and innovations to improve their service quality. Recently SEWA has decided to implement a digital authorization system, the main objectives of the system were to improve the service quality, reduce the service delivery and complaint resolving time and to minimize the manual processing to reduce human error and unnecessary delays.

RSI Concepts was awarded the tender to provide an advance and innovative technological solution. The project was named “Digital Authorization System”. We have successfully completed and implemented the system and the project team and senior management at SEWA was very much pleased with the results and accomplishments of our Digital Authorization System. The main mechanics of the system is that it automates everything, and rather than a file is moving from manual paperwork or email from relevant departments, it is moving completely electronically with completely electronic/digital approval and procedures. No paperwork is involved at any step.

For example, if a customer came for a correction in the bill or reporting an electrical or water supply issue, the customer support agent will immediately take down all the details and enter them into the system, then the system will automatically push the details to the concerned person, if the concerned manager wants to mobilize a team to the site, the file will be forwarded to the technical side, and so on and so forth. At each step, the manager has the authority to notarize the file electronically and the next manager or concerned person will receive the file with the e-signatures of the previous team.

This is just a small example of the Digital Authorization System’s working. SEWA has witnessed significant improvements in all the relevant departments and processes. The automation, digital approval, digital workflow and immediate updates make the process super-fast and more reliable. The Digital Authorization System not only makes the process fast but it also saves a lot of work hours required to push the files manually either from the paperwork or from the emails. Everything is logged, records are maintained automatically, tracking, retrieving record and updating statuses and everything else can be done within minutes from the computer. This also relieves the staff and improve their efficiency.

Here are the remarks of our Project Manager, Mr Shehzad Asghar:

“It was a huge project, the requirement gathering sessions were intense, but once we formulated the scope, the progress was great. All the functionalities were designed precisely as per the requirements. The controlling panel is also simple and easy-to-manage, the administrator can easily change the rules, set the policies, modify the workflows, and view the logs and activities. This makes it a very unique and user-friendly solution. In future, if the SEWA would require to modify any existing policy or maybe they want to implement a completely new policy that can be done from the admin control panel, within minutes. Overall the system is a remarkable piece of technology.”

The flexibility and adaptation of any digital tool is the most important feature. Especially in such requirements, where the customers may require to modify their policies or workflows, or approval and authorization processes, having complete control of every aspect of the functionality is crucial. This is why at RSI Concepts, we always recommend our customers to opt for a customized solution rather than any off-the-shelf or ready-made solution. We are very much pleased to see our customers happy, we will hope for more future collaborations with SEWA – Sharjah Electricity & Water Authority.

Check this out: Mobile Application Development for SEWA by RSI Concepts

How Performance Management System helps in Customer Journey improvement?

How Performance Management System helps in Customer Journey improvement

Customer Journey is a key player in any business’s success or failure. If your customers are not happy, customer retention will be harder, you will keep losing customers, no matter how hard you are working at your marketing activities. And if you are unable to sustain your existing customers your growth will be compromised. Your marketing expense will increase and your brand identity and reputation would decline which could have a devastating impact in the long term. The performance management system is a very powerful tool for businesses to ensure success and steady growth. Obviously, the performance of an organization can easily be measured by its growth and customer satisfaction. But it is not as simple either. In reality, a business’s performance is the performance of all their departments, finance and revenue, operational cost, production cost, support and other costs, profits, sales and customer satisfaction. Even if all is flawless but the customer journey is not so good and the customers are not happy, this could potentially negate all your efforts in all other manners.

The customer journey is the steps and activities that a business requires them to do from the first introduction till the sale and even after-sale services and support are also included. This is what a customer journey is. Whether you are in the production business, services business or any industry you should have customers and if you have customers there would be a purchase cycle too. The customer journey is the entire customer interaction with a brand from day one till today that includes the purchase and after-sales support, and everything else. Customer satisfaction is the key to a good brand reputation and improved conversion rates, and that all completely depends on the customer journey.

When talking about the customer journey it doesn’t only means the performance of the employees who are dealing with the customers, but it also includes all the IT and infrastructure that provides a full environment where your customers interact with your brand. Every business does its best to improve its service delivery methods, customer experience and customer journey. The businesses deploy new systems, train their staff, do marketing and install so many technologies just to improve customer experience and customer journey. But how would you know if all your efforts are paying off or not? The performance management system will tell you what you are doing right and what you are doing wrong, where you can improve things and what things are helping out in improving the customer journey.

How performance management system helps in customer journey improvements:

Measure Service Delivery Time

Measure Service Delivery Time

Service Delivery time is very important in customer experience and customer journey. The entire service delivery time from entering the branch till getting the service is the service delivery time. It can be reduced by many methods and technological solutions. For example, a digital queue management system can significantly improve (reduce) the service delivery time. Not only that the business can also measure how much on average a customer has to wait to get a service done. Then they can take steps to improve that and even steps can be taken to make the environment of the waiting area better for the customer which will improve their experience and satisfaction level. The average time taken by a server to deliver a particular service can also be measured with a performance management system which helps businesses understanding a lot of details.

See More: Benefits of Queue Management using Mobile Apps

Measure Average Customer Wait Time

Measure Average Customer Wait Time

The customer wait time is a very critical factor in the customer journey. The wait time starts from the time a customer dispenses a ticket for the queue or sign-up for the queue till they reached the counter/server. It is important to track this parameter. No one likes waiting, a long wait time could annoy your customers and visitors. It is very critical to take steps to reduce the wait time. Only the average wait time is not enough to completely understand and identify the areas of improvements. It is important to understand the average wait time on different days of the week or month or different hours of a day. As some hours are the busiest hours, some days are busier than the others and so on and so forth. If you are offering multiple services, then measure the wait time for each service, try to get as much detailed data as possible. This will make it easier to understand the process which will help you to improve the customer journey.

See More:  5 Tricks to Quickly Serve Customers Using Queuing System

Measure Customer Effort Score

Measure Customer Effort Score

Customer effort score is to understand the difficulties a customer face at multiple touchpoints during the entire customer journey. It is very hard to define a generic definition for these touchpoints as they are completely different for each case. Even businesses offering similar products and services could also have a completely different customer journey. A unique experience is what increases customer retention and customer satisfaction. Anyway, the customer effort score can be calculated by the time it requires to perform a certain task, how often customers are asking for help, and how often customers are complaining about anything will identify those touchpoints which require changes to improve the customer journey.

For example, for a customer service centre, a customer is coming to the branch, then they generate a queue ticket from the kiosk, and then wait in the waiting area and at the end they get the service done. The business could measure the average time taken by a customer to operate the kiosk to generate the ticket. How often customers are missing their turns due to poor audio-visual announcements. Sometimes the screens and speakers installed in certain areas and in other areas either the screens are not much visible or the sound couldn’t reach during the busy hours or so. Even if you are offering an online interaction, you can measure the time spent on different steps and especially those steps from where most of the customers are leaving your website needs special attention. These things will help to identify and measure the customer efforts score. The data can be used to improve those steps and touchpoints to improve the customer journey.

See More:  5 Challenges and Solutions of Queue Management System in Banks

Measure Walkaways and Customer Churn

Measure Walkaways and Customer Churn

It is very important to measure the walkaways and customer churn rate. The walkaways are the customer who happened to visit the branch get the ticket and signed up for the queue but left without getting the service. The customer churn rate is also a similar kind of KPI, the difference is that it measures the number of customers who left the brand or cancel their orders or subscriptions or purchases and it is measured for a given value of time. It is easy to set up those KPIs in a performance management system and businesses can get an excellent understanding of the reasons that are causing them to lose business. Additional data can also be gathered by requesting customers for their feedback or by inquiring them why they are leaving. This further help businesses to improve their customer journey to reduce the walkaways and customer churn rates.

See More: How Queue Management System can benefit in shipping industry?

Measure Employee Performance

Measure Employee Performance

Employee performance is very crucial to improve the customer journey. Proper monitoring, KPIs and OKRs could help to boost employee performance and let businesses understand the needs of training programs and other improvements. Which could further increase employee performance. For example, if an employee is taking too much time comparing to other employees to serve customers, then there must be something wrong. Either he/she is not trained well, or they are not motivated enough. The Performance Management System could help businesses to identify such employees and then the management can take adequate actions to resolve the problem. Most of the time it is either poor training or higher workloads which cause an employee to lag in performance. All issues are rectifiable, but the first step is to identify the issue. Boost in employees’ performance could hugely impact the customer journey.

See More: Queue System working in Government Departments

Monitor Support Request

Monitor Support Request

Customers always require support, whether it is pre-sale or post-sale support. Business should have to provide excellent support to the customers. As all of your products are services have definitive support types and possible enquiries, it is easier to enlist them all and ask your support team to mark each support ticket with those categories. Then carefully monitor the time your support team is taking to provide against each support ticket. Measure the average value, measure employee performance and overall departmental performance.  This way you could easily identify which types or categories of supports are harming your customer relations and what can be done to improve them. It is better to ask your customers for their feedback and analyze those feedbacks too. This way business can further improve their customer experience and customer journey with the help of a performance management system. This also helps to improve the products and services.

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

Measure Complaint Resolution Time and Quality

Measure Complaint Resolution Time and Quality

Complaints are a very crucial part of a customer journey. If complaints remain unsolved it could literally ruin your relationship with your customers. It is very critical to measure the complaint resolution time. Categorize different complaints and measure the resolution time against each category. It is extremely important that your customers are satisfied at the end of each complaint resolution. These KPIs also help you understand the employee performance and then you can take steps to improve employee performance by more training and motivation or new recruitments. One thing is important to understand that each customer wants a personalized experience from their brand. Only good training programs can make your team able to resolve the complaints effectively. Whether they are technical complaints or general complaints, each complaint means a business could potentially lose a customer. It is very important to measure the performance of your service and support teams with a professional performance management system and then take steps to further improve the customer journey and customer experience.

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

Measure the Performance of Digital Interactions

Measure the Performance of Digital Interactions

Digital is now an integral part of our society especially the metropolitans like Dubai and other emirates of UAE are very advance societies. The expectations of the customers are high the competition is tough hence the businesses have to be very vigilant to sustain customers and build a positive reputation. Which is only possible with a great customer journey. These days a customer journey not only starts from entering into the branch or outlet, but the online interaction is also very important. People love to talk on social media platforms, brands often use them to communicate with their customers and larger audiences. Especially measure how much time it usually takes your team to respond to customer’s email or social media queries and everything else.

It is important to build a good brand presence and positive brand image in the digital world. Businesses are spending very huge chunks of their hard earnings on digital channels. Whether it is social media, online marketing or online customer portals. All could be very helpful in customer retention and generating new leads. It is important to measure the effectiveness of your digital efforts with the specialized KPIs and OKRs. A performance management system helps to measure the performance of your website or the performance of your social media team or digital marketing efforts or anything that is enabling interaction with your customers in the digital world. Take discrete steps to improve your digital communication with your customers and the digital platforms which allow interaction with your customers. This will enable you to understand and improve the digital customer journey.

See More: What are the Benefits of Improving Customer Journey?

Conclusion

A Performance Management System can help businesses a lot in streamlining their processes, resources and business practices. The business can easily identify the areas of improvement and then effectively focus their efforts and resources in those directions to improve the customer journey and customer experience to improve brand reputation, customer retention and customer satisfaction which in long term ensures steady growth and increased sales and revenue. The performance management system is not only capable of measuring the performance of different processes and operational activities but it can effectively measure the performance of the entire enterprise including internal departments, teams, and individual employees. The performance management system can easily measure and monitor the customer journey and various steps and processes along with employees and staff and all other factors that are responsible for forming the entire customer journey and customer experience. This is very helpful in understanding and identifying the areas of improvements. Business can easily take steps and build up their strategies to improve the customer journey on the basis of the data collected and generated by the performance management system.

RSI Concepts is providing a complete customized solution for Performance Management Systems, KPI Systems and OKR Systems. Our tailor-made solutions are most efficient and more cost-effective. The personalized software interfaces make it a lot easier to operate and extract actionable reports. Feel free to reach us out via our Contact Us page if you have an enquiry or want to know more.

Check this out:  How a KPI Software can help provide better Customer Journey?

Dan Bolton Acquired RSI Automatic Contactless Hand Sanitizer Dispenser Stands

Dan Bolton is one of the leading event management and entertainment production company in Dubai. The company has established a very unique brand identity due to its creative and innovative approaches and a long list of satisfactory customers. Dan Bolton is popular because of its highest standards of services and very agile service delivery mechanisms. The company is well respected for its unconventional approaches and solutions to providing their clients with a very unique and satisfactory experience. Dan Bolton’s remarkable success trail is possible due to its uniqueness, professional staff and artist with exceptional entertainment projects and a very strong and efficient supply chain. The company has successfully developed a great brand identity, not in the local landscape but internationally this lead to expansion and growth. Thanks to the forward-thinking of the management and the highest quality standards of the products and services they provide. Their strict quality standards ensured their success and result in a long list of satisfied customers and endorsements in the market.

Dan Bolton Acquired RSI Automatic Contactless Hand Sanitizer Dispenser Stands

Recently there was an event taking place in Abu Dhabi, the Dan Bolton was organizing and managing the events and the details. Due to COVID-19 scenarios, the social distancing and other precautionary measures were in place, a demand rise for very stylish, sleek and unique hand sanitiser dispenser stands which can not only provide the contactless operation but they should also be able to blend-in in the environment. RSI Concepts was approached to offer a solution. Multiple ideas and concepts had been shared with the Dan Bolton team. An idea and concept were finalized, it was a very slim, sleek and simplified design concept. We were given go-ahead with the idea. The basic concept behind the design was to make it simple, provide some branding space which can be utilized by the customer to put their branding on and some precautions and instructions on the model for the users.

The dispensing unit that was chosen with the stand was one of our automatic contactless hand sanitiser models. The main feature of that model is that it can be solely operated on batteries and it can store a handsome amount of liquid in it. Another excellent feature of the device was that it includes a very powerful hand detection and sensing technology which ensures that no user will have to physically touch anything to get the hand sanitiser liquid, all they need is to place their hand in the proximity and the dispenser will automatically dispense the sanitiser liquid on the user’s hand. The technology used in the hand sanitiser dispenser is very power efficient to ensure the batteries could last longer and the replacement and refilling are also done through the front-opening hatch. Which makes it even easier to operate and manage.

Here are the remarks of our Sales Manager, Mr Humayun Hashmi who has managed the project:

“It was a great experience working with a highly professional and very cooperative team from Dan Bolton. Although the project deadline was very short and the work was completely customized but thanks to my technical team they did a great job and finished everything on time. We have succeeded in meeting the deadline and the product delivered was happily accepted and approved by the client. I will look forward to more such future collaborations with Dan Bolton.”

We always admire and appreciate our customers with special or tailor-made requirements because this not only makes our customer happy but it also allows us to test our abilities and learn more. We always strive for excellent quality and never compromise on quality. Thanks to our very committed and professional teams we always find a way to meet the trickiest deadlines. We will look forward to extending our services for Dan Bolton in the coming future.

Check this out: Heriot-Watt University Acquired RSI Queue Management System

Heriot-Watt University Acquired RSI Queue Management System

Heriot-Watt University Acquired RSI Queue Management System
image credits: https://www.hw.ac.uk/dubai/

Heriot-Watt University has acquired state-of-art RSI Queue Management System and Self-Service Solutions for their students and visitors. The Heriot-Watt Dubai Campus is among the very first foreign universities starting their campuses in Dubai Academic City, UAE. The university is well-known for its science, engineering and business studies and is considered among the best educational institutions around the world. The Heriot-Watt University is contributing to shaping modern societies in all the communities they are present in. The university was founded in 1821 and since then it is growing all over the world, helping thousands of students in their pursuit of knowledge. The Heriot-Watt University Dubai Campus is greatly contributing to the government and private sector by providing a steady stream of professionals, scientists and experts. These individuals are actively contributing to the nation’s economy, progress and growth. The Heriot-Watt University Dubai Campus also holds some of the very advance educational frameworks and facilities to improve the quality of education.

The university is also very well reputed in UAE because they are not only providing quality education but they have established a remarkable system to reduce the burden of the official affairs and other processes so that the students can entirely focus on their studies only. Recently the Heriot-Watt University Dubai Campus has decided to implement a new queue management system and self-service solution to reduce the queues and service delivery time which often consumes a lot of time and could distract students from their educational activities. The other objective was to facilitate the visitors and the students and their parents who are visiting for new enrollments and registrations. RSI Concepts was contacted and we have discussed the requirements and the objectives of the system. We have explored many ideas and formulated the base of the system. Then a full project scope and plan was presented to the university management which was approved and appreciated then the full-on production phase got started.

The main key components of the system are a queue management system for the students and the visitors, a QMS software server, Agents Portal and Dashboard, digital signage, audiovisual announcements and an interactive self-service kiosk. The most frequent student related processes such as student enrollment, course registration process, program amendments, letter issuance, transcripts requests, and KHDA attestation and many more processes can be offered via self-service interactive kiosk. The queue management system was designed specifically for Heriot-Watt University to minimize the student/visitor wait time and to make the service delivery quicker. Our queue management system provides an interactive agent dashboard interface which further reduces the workload of the agents and servers to improve their efficiency. The automation of the customer flow leads to quicker service delivery and a good student/visitor experience. The entire student journey was designed to minimize the efforts of the students and the staff and to reduce the service delivery time and wait time. There is a very powerful data analytics engine that enables the system to generate comprehensive reports and statistical data which could help the management to further take steps to improve the service quality, service delivery time and visitor/student journey.

Here are the remarks of our Product Manager, Mr Shehzad Asghar:

“It was truly a unique experience working with the highly professional team and the management of the Heriot-Watt University Dubai Campus. We are happy to meet their expectations and the system’s UAT proved that the system is not only working above the optimum efficiency but beyond that. The management was very satisfied as our queue management system will not only help them accelerating various processes but it is significantly reducing the service delivery time which will not only satisfy their students and visitors but it will also reduce the workload of the staff and the management.”

Heriot-Watt University Dubai Campus is another remarkable success story. At RSI Concepts we believe in quality service and hard work. Thanks to our experienced software engineers and technical teams the project execution was very smooth and the end product were more than capable of supporting our customer in achieving their goals and objective. It will surely help the campus to improve its customer and student journey.

Check this out: EDPU Technologies Acquired RSI Interactive Kiosks

EDPU Technologies Acquired RSI Interactive Kiosks

EDPU Technologies Acquired RSI Interactive Kiosks

EDPU Technologies is a well-reputed name in the market. They are renowned for providing advanced technological solutions for their patients across all their health care centres. The latest project was also one of the efforts made to maximize their patient’s experience and convenience at their health care centres all across the UAE. The objective was to allow the patients to log in and authenticate via their Emirates ID card and then upload all the information from an interactive kiosk. This not only expedites the customer journey but also improves the service delivery time. As in the health care facilities mostly the patient are a little bit anxious and stressful so it is very critical to provide them with the services which could reduce their wait time and ensure quicker service delivery.

RSI Concepts was given the task to provide them with interactive kiosks with a completely customized design to meet the needs and requirements of the customers. We have carefully examined the requirements and decided on a Fire Resistive MDF based model. The entire kiosk was custom build to keep the touchscreen and the Emirates ID card reader at a certain height and angle. The kiosk has been built and we got approval and appreciation from EDPU Technologies and their health centres. The kiosks are meant to be commissioned in all their branches across the seven emirates of UAE. The EID Card reader is in-built and the touchscreen is an all-in-one computer to support the software and interactive user interface.

Here are the remarks of our Sales and Marketing Manager, Ms Maheen Waheed:

“It was a great experience working with the EDPU Technologies, the requirement gathering was intense, the production process was smooth and on time. The kiosk we have supplied will surely enhance the customer experience and will add up value to the brand.”

At RSI Concepts we always strive for the best quality. Our production line and supply chain along with our skilled staff ensure the ultimate quality and timely project execution. We will always look forward to more future collaborations with EDPU Technologies.

Check this out: Muntada Islami hired RSI Concepts for the Development of Website and Management Information System.

What should I have in my website of an interior design company?

What should I have in my website of an interior design company

What should I have on my website for an interior design company? Many interior designers are asking this question these days. But why they are interested in the websites in the first place? Well, those days are long gone, when the interior designers and companies reaching out to people with their booklets, brochures and photo albums. These days the digitalization is taking over. Every good designer knows how important the first impression is to close a lead. And your website is your first digital impression and first entry point to your business from the online domain. It is extremely important that you have a strong website that is capable of turning your prospects into leads. In Dubai, UAE another very crucial phenomenon that all local businesses are witnessing is that their audience and customers are preferring to search for them online. Multiple studies and surveys are done in the past few years and the results were suggesting that the influence of online is far greater than ever before and it is even still growing. The interior design companies are no exception. You should understand how the websites work and what you should offer to your visitors from your website to convert them into a legit lead.

The interior designing market is all about colours, layouts, patterns and looks and feels. Does your website reflect that too? Your visitors and prospects will expect the same from your website, they will subconsciously judge you by the visual representation and functionalities of your website. A website is a very strong bond to build trust among the online audiences and customers. It is one of the most effective communication tools but unfortunately, most of the SMEs and local businesses are completely unaware of its importance and potential. This is why we have decided to write this blog and we will elaborate on what you should have on your website if you are operating as an interior designing company in Dubai, UAE.

1. Content

Content

The very first thing you need even before starting a website is a plan and strategy of the content. You should define clearly what content you want to publish on your website. Prepare all the content accordingly and have it in your hand before moving to the web design phase. The content will be all the text, pictures photos and media (videos, animations, graphics, etc). Make a list of all the pages you want and prepare content accordingly. The homepage is the main entry point to your website it is a kind of reception of a physical office for a website. Most of your traffic will land on your homepage. Define other pages such as About Us, Services Pages, Portfolio, Media Library, Contact Us page and or any other page which you think could be helpful in attracting the attention of your customers.

While preparing the content it is very important to make your content short and descriptive, these days no one likes to read multiple paragraphs to understand a point. Utilize visual aids, images, graphics, animations, videos, etc to explain your point. In Dubai, UAE everyone has access to high-speed internet. The general public trend is that people pay more attention to the videos and visual content rather than the textual content. But that doesn’t mean your textual content is not important. It is still the most important part of the content. Use different sales pitches which attract visitors to hit the call-to-action button. Technically speaking the CTA or Call to Action is the act of a prospect converting into a lead. It could be purchase, enquire, signup or anything. In the case of an interior designing company website, the CTA would be most likely contact or enquire or a call back request.

2. Web Design

Web Design

The website has two major parts, one is the web design or the UX/UI and the other is the backend or the programming or source code. The source code is hidden from the visitor’s eyes and is executed inside the computer and/or server to form a web design. However, the web design is the actual web page we see in the browser. It has to be very intuitive, interactive, appealing and convincing. Interior designing is basically a visual industry and in each visual industry, the designers are well aware of the effects of the designs, colours, patterns and the overall impression. The same rules apply to the web designs as well, although it is a bit more diverse and have certain other things which could help businesses increase their online leads and conversions. Bus the basic remains the same.

For the web design, there are certain rules that if followed ensure a better response from the visitors. In the web design for an interior company website, the homepage has to be very simple, and as your sales pitches are mostly the work you are doing so your homepage has to be able to host multiple services if not all but at least the most important services that you are doing. Do not load your homepage with tons of information and photos. The main landing screen should have a great visual representation of your work and your services along with compelling taglines and sales pitches to encourage the visitors to hit the CTA. For the internal pages, each page should have a unique experience as per the content.

For example, your portfolio is a very important page, usually, the interior designing companies website don’t pay much attention to the portfolio page. Mostly web designs only show a large image gallery with only functionality to Zoom or Full-Screen image. It is important you put basic information of the project along with the images too. This not only encourages the visitors but also builds trust. The same applies to other internal pages, pay more attention to the service pages and at least design one page for each service. The contact us page is also important, do not ask for tons of information in the contact forms or other forms. Just the basic information is enough. Include your location map and complete contact details. The web design is the only touchpoint where a visitor interacts with a business hence has to be made with the attentions to convert that visitor into a lead.

3. Responsive and Smartphone Compatibility

Responsive and Smartphone Compatibility

These days mobile phones have become essential to daily life. People spend more time on their smartphones and smart gadgets than on conventional computers and laptops. Most internet searches are made from smartphones. It is a general understanding now among marketers that smartphones are more capable than traditional computer or laptop. Mostly the social media is used in smartphones, more searches are made from smartphones, and all sort of industries are utilizing the enormous potential of smartphones and innovating new ideas to utilize them in boosting efficiency and convenience. Being a local business or even a national business in the interior designing industry it is vital to have a smartphone-enabled website. When people notice a website that is not mobile-friendly or doesn’t support smartphones, they tend to avoid it even while searching from the computer or laptop. This is why these days smartphone compatibility which is more often called responsiveness is very critical and important for an interior designing company in Dubai, UAE.

A responsive website is one that is capable of detecting the device from where it is being accessed and then automatically render its design as per the screen size and other parameters of the device. This all happens in less than a second, in fact, it takes only a fraction of a second. The great advantage of a responsive web design is that it maintains a similar user experience in all devices which is important because if a user has accessed your website from their laptop and later they are accessing it from their smartphone they would expect the same elements on the same places, which is very important to build a user experience. The visitors’ expectations are always high, and they have tens of hundreds of other options just a few clicks away. So, it is important to capture their attention when they first land on your website or any web page. Else they will move to one of your competitors.

4. Dynamic Website & CMS

Dynamic Website & CMS

What is a dynamic website? The dynamic website is the website that provides a content management system or CMS such as PHP Framework, WordPress, Joomla, Drupal or any other framework. This CMS is used to manage and update the content of a website. It is very important to constantly publish new content and keep the information up-to-date on an interior company website. The Dynamic Website comes with a content publishing tool which we call a CMS or content management system. It has an online dashboard and allows the administrator or the management to access the control panel online. Whenever you want to publish new photos in the media library or want to upload a new project and simply want to edit any information on the website you can do it quickly and easily from the CMS. This is the modern industry standard.

Earlier there were two types of websites, the static and the dynamics. The market was dominated by the static website because the companies and organizations were not using them for the purposes they are currently being used for. Now a day if you want a static website you must have to have a website programmer who can update the website content and information. As the static websites can only be updated by writing or editing the source code. Which requires sufficient professional and technical skills. If you go with a static website, either you have to hire a website programmer in-house or you will have to outsource this work, which will add up to the operational cost. So, the best approach is always a dynamic website for interior designing companies as they will require continuous updates and uploads on their websites. And it is more cost-effective in terms of operational cost.

5. Load Time

Load Time

The load time is the time a website or a webpage takes to get a load from the server to the client/browser. As the interior designing company’s website has more than usual images and graphics so the load time could go higher. But from the user perspective, high load time is very bad and visitors often leave a webpage if it takes too long to get load. So it is very crucial to optimize the load time for an interior designing company website. There are so many different methods and techniques that website developers use to reduce the load time. These details are all very technical so I will just list them here:

  • Reduce HTTP Requests
  • Combine Multiple Source Code Files
  • Minify the Source Code
  • Create Sub-Domains to Load Different Source Code Files and Multimedia in Parallel
  • Optimize the Pictures and Photos
  • Use Small Photos for Thumbnails and Load Large After the Zoom Button is Clicked
  • Use SVGs instead of PNGs and JPGs for Design Elements
  • Draw Patterns and Backgrounds using CSS as much as Possible
  • Built the theme in a way that it loads content on the scroll
  • Use Appropriate Web Hosting

Of course, the list goes on, but these are the major key player in the load time optimizations. If these things are considered while the development and commissioning of the website the load time can be reduced significantly.

6. Search Engine Optimization (SEO)

Search Engine Optimization (SEO)

Search Engine Optimization or SEO is very important these days. If you want to build a good brand reputation you should make sure that your website appears in the first results of the search page. If you want to reduce your digital marketing expenses, you need organic traffic which comes from search engine optimization. SEO has evolved a lot, and only professional web designers and web developers can understand its importance and can build websites that are ‘SEO Friendly’. Your every service is your keyword and relevant terms that people use in the search engine to look up for those services are your keywords, these keywords should be added in the content on the website and in the source code, they should be added with the right attributes. Similarly, the design should also highlight them clearly.

The search engine and social media and many other data scrappers read those keywords, evaluate their repetition rate and their prominence and then rate a page for those keywords, similarly, they associate certain pages of your website with certain keywords. This is the very basis of the SEO of course there are a lot many other things but it is critical that your website’s design and source code structure is search engine friendly and it let them read the content easily. This will automatically increase your ranks in the search results and will divert a vast amount of free organic traffic which will not only reduce your digital marketing cost but will drive more leads and conversions.

Conclusion

The interior design company or any other local business heavily rely on online traffic these days in Dubai, UAE. In order to maintain a steady stream of online organic web traffic, you should have a great website. And it should be great enough to convert your prospects into leads. As is with any other visual industry the looks and feels are the most important and the first impression is very critical, the interior designing industry is not an exception. Your website is your very first interaction with a very large audience, make sure they convert. Pay attention to the content, design, images and every minute detail possible to build up a user experience that compels the visitors to click on your CTA. Consider the loading time and page speed as well.

Make sure your website abide by all the standards and rules of the search engines so that you can get higher ranks in the searches. These days in Dubai, UAE the general population is very much relying on their smartphones, the smartphone searches have already surpassed the traditional computers and laptops. This makes it extremely important that your website is not only SEO friendly but it is also smartphone compatible or responsive. Your website is basically the foundation of your digital marketing campaign and activities. It has the potential to determine the failure or success of an interior design company.

Check this out: What should I have in my Website of a Car Rental Company?

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

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

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

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?

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

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?

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

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

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?

What should be covered in a hospital website?

What should be covered in a hospital website

In Dubai, UAE most of the time when a customer needs to make a purchase decision they often look up on the internet first. The websites and internet presence can hugely influence the purchase decision. When it comes to local businesses, a website plays an important role in trust-building and brand reputation building. Most often our customers ask us “what should be covered in a hospital website?” which is why I am writing this blog to cover the basics of the subject. In the healthcare industry, people are very sceptical. They always do research, ask their family and friends about the brand and then make a decision. When it comes to the internet a hospital website is the very first interaction of the brand with their customers or patients. A website is very capable of both, driving more traffic and also repelling your precious customers away. Hence a hospital website in Dubai, UAE needs a great deal of planning and strategy if you really want to improve your customer experience and growth.

For hospitals and the healthcare sector, a website is becoming a very powerful tool in past few years. People living in UAE are more adopted towards the latest technologies and trends. In a few past years having a good online representation of your business can quickly improve your brand image, brand reputation and sales. But it is important that what image you are portraying with your website is the best representation of your brand. For hospitals and clinics, a website must offer necessary information and functionalities which can help improving customer experience and customer journey.

See More: Top 10 website designs by RSI Concepts

Here are some important things that need to be considered in a hospital website:

Simple and Easy to Understand Homepage Design

Simple and Easy to Understand Homepage Design

 

It is very important to understand that the Hospital website’s homepage is very different from any other traditional website. The main objective of a hospital website is to provide an interaction for the customers, all other call-to-action is not relevant. We only need to focus on the entry points. Following are the most important details that a customer or patient will seek when they will land on a hospital website:

  • The Services a hospital is offering
  • A list of important and popular doctors
  • Directions, Timings and Contact Details

These are the very basic information that a customer needs to interact with the hospital. So, it is very important that we keep our homepage simple, easy-to-navigate and avoid unnecessary items. Usually, the one thing we notice is that Hospital websites have irrelevant links added in prominent positions which are not relevant to users. For example, employee login, link to their intranet or doctors internal portal or any such links/buttons that are not useful for a customer/patient. Avoid these links and such details. Another thing is a patient is always in a need of an urgent solution, they are very less interested in your business vision or story, yes the client testimonials or remarks from other patients are helpful but keep them at the bottom of the page or in the lower sections. The most visible part of the homepage for a hospital website should contain the most relevant information for the customers/patients.

Think from a patient’s point of view, try to analyze their journey, think what they would be looking for and then direct their path towards the successful interaction via a call to action button or activity. Provide them with less but precise and very important information. Form your customer journey is multiple but easy and short steps, each step should provide them additional information which will encourage them to for the next step. This is how a hospital website should form a customer journey.

See More: Website for Branding

Internal Pages and Content

Internal Pages and Content

In a hospital website not only homepage is important but since the visitors are expected from various sources, for example, search engine, social media or any other marketing source. The internal pages should be short, informative, and dedicated to one service only. Multiple services in a single page will either make it too long or even if you try to keep it short you might not be able to provide enough information that can encourage a visitor to convert into a lead. Use fewer graphics and multimedia as people prefer to read more information on such pages. The service pages or other internal pages should serve their objectives, for example, if it is a service page then you should have a very directive customer journey path and call to action.

The content and language for all of the pages whether internal page or homepage should be very easy and simple to understand. Avoid using complex technical terminologies and technical explanations. Try to aid with mini-animations or graphics to explain a difficult or complex phenomenon. All the pages should provide complete and clear information in a very simple and easy to understand manner. The customers and patients who are coming to your website or its internal pages are looking for a solution to their problem or need. Make your pages design and data as simple as possible so that it is easily understandable for an average user.

See More: Website Development Trends of 2021

Offer Digital Services and Helpful Functionalities

Offer Digital Services and Helpful Functionalities

A Hospital website is not just only your company profile. As we all saw the digitalization and transformation of digital services in past few years in all types of industries and public sectors. Especially in Dubai and UAE, the governments are emphasizing digital services and the governments themselves are offering a huge variety of digital services, most of the time you don’t even have to go to a public office instead you can avail the service online via a web portal and/or smartphone applications. This has completely changed the trends and expectations of the service-based industries. In healthcare and hospitals, the customer who is your patients would also expect digital services. Here are some examples of digital services and website functionalities that can literally transform your customer journey:

Online Appointment Booking

Online Appointment Booking

The online Appointment Booking system is a great feature to offer by a hospital website. The functionalities and features of this service should be decided with great care. If any integration with any existing system or data pool is required it should also be done to make the service easier and simpler for the customers. For appointment booking ideally, the patient should have the freedom to choose the date and time for their appointment with the doctors. The data of the doctors should be presented in a clear and very clean manner. A search engine should be offered to look up the available slots and the entire process should be concluded in less than three minutes. Only ask for basic information from the patient and don’t put a long checklist of symptoms or any such thing, these things will make the process difficult and the customers will easily lose interest, they will rather prefer to call or visit instead of using this digital service.

See More: Qualities of a Superior Web Design Company in Dubai

Online Chat & Contact Details

Online Chat & Contact Details

Online chat is a great feature for a hospital website. Most healthcare centres and hospitals operate 24/7 and someone is always available at the phone or reception. So, arranging source for online chat management is also easier for hospital management. If that is not possible, a chatbot with basic Q&A could also make the service more effective. These days along with online chat WhatsApp chat is also gaining popularity. It is a very simpler and easier way for your customers especially those who are using their smartphones to access your website. Apart from that, the contact details of all the departments should be provided along with search functionality to further facilitate the visitors. The navigation of the contact details should be easy and simple. Online chats and online contact directories could improve the customer experience or patient experience and build trust for the brand.

See More:  Expected web designs trends for 2021

Online Patient Portals

Online Patient Portals

As the hospitals are compiling very comprehensive patient data and all the details of their previous history and everything. Online Patient Portals are a great way to make those details instantly available for your patients. Online Patient Portal can add greater value to the user experience of a hospital website. The patient should be allowed to register either completely online which is a better approach or either by visiting the hospital to get them registered for the online portal. Once they are registered they should be provided with login details, and all the data should be protected and only available after successful login to the portal. It will be a complete patient profile and history of their past visits and treatments or whatever details you think should be provided to your patients/customers.

See More: How to choose the best web design company in Dubai?

Customer Feedback and Complaint System

Customer Feedback and Complaint System

Customer Feedback and Complaint System is a very important and useful feature for the service-based industry. A hospital website should have dedicated customer feedback and complaint systems. Customer feedback is very important in understanding the needs and problems of your customers and patients. The hospitals can collect customer feedback from both website and smartphone applications as well as other a bit more traditional mediums. The complaint module is a very important feature of hospital websites, as most of the time the customers visiting a hospital are already stressed or worried or at unrest, so they could have a lot of complaints. You should provide them with a medium to express their feelings and emotions. Active follow-ups and response will make them happy and improve the trust factor.

See More: Website Development with leads management system

Mobile Compatibility and SEO Friendly Website

Mobile Compatibility and SEO Friendly Website

As most of the people in UAE are using smartphones for their online searches and a lot of other online activities, in fact, the smartphone is their first choice for a lot of internets and social activities. It is important for hospitals to have a mobile-friendly or technically speaking, responsive website. A responsive website is a website that renders its content automatically accordingly to the screen size and device it is being opened from. The responsive websites can offer a uniform customer experience and journey on all sort of devices such as Laptop, PC, Tablet, Smartphones and other gadgets. The responsiveness is a very important feature for a website that requires online customer interaction. Apart from responsive web design, a hospital website should also consider cross-platform compatibility. It is a bit more technical feature but in simple words, it means that the website should maintain a uniform user experience on different platforms such as Windows, MAC, Android, iOS, Google Chrome, Mozilla Firefox, Safari, Microsoft Edge and such things.

SEO Friendliness or search engine optimization compatibility is a must-have feature. Whoever is looking for your brand or service you are offering will most probably search it in Google or other search engines. If your website is developed and designed as per the SEO standards and you have followed the best SEO practices, the chances are your website will appear in the first results on the first page of search results. This is a very crucial feature, not only search engines but various social media platforms which are commonly used for such searches also utilize the same search engine compatibility or SEO Friendly features to rate and display content in their search result pages. If a customer is finding your website on top of the search results, they will automatically get a sense of trust and will show a positive response towards the brand. It not only ensures more traffic to your hospital website but also improves brand trust and brand reputation.

See More: Why should you choose RSI Concepts for Web Design in Dubai and Sharjah?

Conclusion

Business operating in Dubai and other parts of the UAE has witnessed huge changes in their sales and brand impression by simply updating their websites. Especially in the service industry when it comes to the customer journey and customer experience businesses should be very careful. In the case of healthcare and hospitals, people are always very sceptical and do a little bit of extra effort to ensure they will get the best healthcare services. It is very important for a hospital to have an excellent website with all the required features and functionalities. The website should be organized well and all the information should be placed wisely. You don’t want to confuse your customers and your audience ranges from a layman to an executive professional. Prepare your website’s content in a way that it could serve the entire spectrum the best approach is always simple and plain language, less technical abbreviations and multi-lingual support could do wonders for your hospital website. Other features such as responsiveness, online appointment booking, customer feedback and complaint module, online chat and doctor’s directory, etc are very important for a prospect. Make sure all the information that your visitors are seeking are available in very simple and easy access.

It is always better to consult a professional web design agency in Dubai such as RSI Concepts. We have a track record of helping out hundreds of businesses and brands. Feel free to reach us out via our Contact Us page. We will be happy to assist you.

Check out this: 5 Qualities of a Good Website

How can the customer experience be improved with RSI Queue Management System?

How can the customer experience be improved with RSI Queue Management System

How can the customer experience be improved with RSI Queue Management System? Before we jump into the subject, it is important to understand what exactly is customer experience? Well, the simplest definition is all the touchpoints where a customer interacts with the organization and their staff are the contributors to the overall customer experience. With the rise of modern technologies and innovation in the digital world, the expectations of a customer in Dubai, UAE have risen to an extent where every organization needs a specific customer experience enhancement policy or strategy. RSI Queue Management System is one of the great tools to help boost the customer experience which eventually helps organizations to establish a good brand identity and all those efforts lead them to effectively sustain their existing customers as well as attracting more customer and prospects. The customer experience can greatly impact your overall sales and customer retention.

If a customer left the branch happily, they will promote a positive brand image, if a customer will be left unhappy they will definitely discuss their bad experience with their colleagues, family and friends. If there is a problem in the customer flow management and queue management the chances are more customer will leave the branch unhappy and annoyed, which could have devastating effects on a brand’s repute and brand identity. Which will not only repel your existing customers but will also decrease sales and conversions. Which is the long terms could be very difficult to rectify.

See More: The Leading Queue Management System Provider in UAE

Improve Customer Experience with RSI Queue Management System

Improve Customer Experience with RSI Queue Management System

Customer experience is very critical for customer retention, more sales and a good brand reputation. Now the question is how a queue management system can improve the customer experience. Well in order to understand it completely we have to understand all direct and indirect impact of a queue management system on the operations, service delivery and customer’s satisfaction. Everyone wants a satisfied and happy customer. Everyone is willing to go the extra mile to make their customers happy and satisfied. It is not entirely about the resources and labour you are investing but it is majorly on the strategy and effectiveness of your strategy. The best to get started with is your customer flow management or commonly known as a queue management system (QMS). Here are a few benefits of a queuing solution that could effectively improve your customer’s experience as well as brings other benefits too:

See More: Queue Management System Problems and Solutions in Dubai

Organized Customer Flow Management

Organized Customer Flow Management

If you are not using a digital customer flow management solution then most of the energy and efforts of your staff and servers will be consumed in managing the customers and visitors manually because in that case, there would be a lot of confusions among the visitors and customers, people could even end up on being a wrong queue entirely and a lot many such problems. But with an effective digital queue management system you can easily avoid all that, you can reduce the workload of your staff as well which will improve their work efficiency and you can easily satisfy your customers and visitors.

See More: Future of Queue Management System in Dubai, UAE

Reduced Wait Time

Reduced Wait Time

As soon as you start organizing the customer flow with a queue management system you will notice a sharp decline in the wait time. As all the people are organized and the staff is managing them with more ease and comfort, their service delivery time will automatically reduce hence each customer and visitor will have to wait for less. No worry about line jumpers or any mismanagement during the queue. Everything is organized and well-controlled and monitored by the staff. The wait time is a huge cause of customer dissatisfaction. As no one wants to wait in a long queue, no one likes to wait for hours to get a service and as soon as you started getting happy or calm customers at the counters they will behave more cooperative with the staff and more understanding. Which itself is an indicator of improved customer experience.

See More: Queue Management System to aid Social Distancing

Automatic Customer Journey Management

Automatic Customer Journey Management

Another very advanced feature of the RSI Queue Management System is that it allows organizations to automatically manage the customer journey. Customer journey management plays a great role in improving the customer experience. For example, if you have multiple counters, with multiple agents, and most often business has dedicated counters for dedicated services too. Or in some cases, some counters are exclusive to certain customers, for example, disabled customers and visitors, VIP customers, or priority customers. Another example is if service delivery is done through multiple counters, for example, at one counter you pay the fee and from the other counter you do the data entry, get the service done, or the service itself requires two or more counters to get a complete service delivery done.

All these scenarios can be automated using our RSI Queue Management System. Another most often requested feature from our Dubai, UAE based customers is that the Queuing System should automatically reroute the customers to the vacant counter. Our Queue Management System is fully equipped to handle all those scenarios with a very flexible and administrative control panel to further enable the business to utilize the features as per their policies and needs. This automatic customer journey management helps further reducing the wait time and improve service delivery efficiency. Which improves the customer experience and also reduce the workload of the staff.

See More: Paperless Queue Management System – Dubai

Improve the Waiting Area Experience

Improve the Waiting Area Experience

RSI Queue Management System comes with in-built additional controls for the digital signage application. This allows the organizations to actively play multi-media content on the large screens which are traditionally used only for displaying the ticketing information. RSI Queue Management System enables the organizations to display the updated ticketing information automatically in real-time along with some multi-media content as well. The effect of multi-media content is that it helps reduce the stress of waiting and the visitors and customers can spend their time while watching interesting videos or adverts along with the updated ticketing information. Which also let them see their token number approaching quickly. It also helps to reduce stress and calm them.

Another great feature of our Queue Management System is that it also prints the estimated time to turn on the token or ticket. Which itself has a great psychological effect on the customer’s mind as waiting for a known time is less stressful than waiting for an unknown time. The multi-lingual audio announcements also keep the customer engaged and reduce the effects of waiting. Collectively these all features make the waiting time experience more comfortable and relaxing than any other traditional queuing solutions.

See More: Complete guide to Queue Management Systems in Dubai

Provide Remote Sign-Ups or Virtual Queuing

Provide Remote Sign-Ups or Virtual Queuing

RSI Queue Management System have another great modular component which enables the business to offer virtual queuing and remote sign-up facility. The remote sign-up means that a customer can enrol on a physical queue without being physically present in the queue. This is a huge leap in customer experience and customer journey improvement. The customer does not have to physically appear at the branch to enrol in a particular queue but it can be done remotely either from the comfort of their home or office or while travelling towards the branch sitting in their car. There are so many different approaches that are being used by our customers in Dubai, UAE such as SMS, Email, Call, Smartphone Applications, Website or Online Customer Portals, etc.

It provides freedom and the customers know when they should arrive, in some mediums the business can even provide full real-time updates of the ongoing queues and much more. Which really improves the customer experience. This could literally reduce the wait time to zero, as the customer can only arrive at the very exact time of their turn and still get served. This not only helps the customers but it also helps the businesses and organizations a lot, they don’t have to worry about crowd forming in their waiting areas and they don’t have to allocate more resources to manage a large number of people in the waiting area and so on and so forth.

See More: Features of an efficient Queue Management System

Smartphone Applications

Smartphone Applications

RSI Queue Management System is fully equipped with smartphone applications as well for both Android and Apple iOS. This could be a great competitive edge for the business and organizations in Dubai, UAE. As we all know the general population in Dubai, UAE spends a lot of time on their smartphone devices. Which makes it a great platform to communicate and facilitate your customers. The smartphone applications can help the customers and visitors to utilize the virtual queuing, sign-up for a queue remotely, use the nearest branch locator, compare the estimated time at various branches and choose the one with the lowest wait-time and much more.

The customers can get real-time updates of the ongoing queues and reminders and notifications about their turn. It can also enable them to schedule their visit on a particular date or time if available and a lot more. The business can even utilize smartphone applications to ask their customers and visitors for their feedback which is a very valuable business intelligence asset. These features not only improve the customer experience but also improve the brand image and reputation. Such facilities and services help organizations to build trust among their customers and improve customer retention.

See More: What is Linear Queuing Queue Management System?

RSI Queue Management System and Social Distancing

RSI Queue Management System and Social Distancing

Another great advancement in RSI Queue Management System is its ability to support the organizations in actively implementing the social distancing. As we all know it is mandatory at all public places and the governments of Dubai and UAE have zero-tolerance policies towards social distancing. Apart from government enforcements, it is our moral duty to strictly abide by the social distancing laws. RSI Queue Management System can help businesses to easily control the number of people on the premises by controlling and limiting the number of active queues automatically. All you need is to do an initial setup and the rest will be taken care of by the system. This not only reduces the workload of the staff but it also ensure the customer’s safety and health as well as of the staff.

See More: How queue management system used in social distancing?

Conclusion

RSI Queue Management System is a result of continuous research and development for the past decade. We have established a vast spectrum of the portfolio with a variety of products and specialized solutions for different industry sectors. RSI Queue Management System can drastically change the way you handle your customers. The core features and functionalities are designed to support the business in implementing its customer satisfaction policies. Our queuing solutions not only improve the customer experience and customer journey but also allow the business to collect valuable business intelligence with could help them further optimizing their services and service delivery mechanisms. Whether it is virtual queuing, online booking and appointments, smartphone applications or customer feedback the RSI Queue Management System support a unified solution for all those problems. Our systems are capable of significantly reducing the wait time and workload of the staff. The reduction in wait time makes your customers happy and the reduction in the workload of your staff enables them to work with their maximum potential and efficiency which ultimately also results in satisfied customers.

Feel free to leave us a comment in the comment box below or contact us through our Contact Us page if you need a quote or just want a consultation for your requirements. We would be happy to help.

Check this out: 10 Reasons to Choose RSI Queue Management System over Other Similar Products

How a KPI Software can help provide better Customer Journey?

How a KPI Software can help provide better Customer Journey

The customer journey and customer experience play a critical role in any business’s customer retention capabilities, brand reputation, and growth. How a KPI software can help provide a better customer journey? Well, a customer journey is not very simple and easy to measure a thing, in fact, it is a very complex phenomenon. The easiest way is to identify different phases of the customer journey and then for each phase measure the KPIs or key performance indicators. This way you can easily identify your strong and weak points and then take decisions to further rectify your weaknesses. Once everything is in place, you can easily monitor and tweak your entire customer journey with a more effective strategy and far efficient approach. The KPI software is built specifically for analysis and data collection. The key here is that not all KPI software is capable enough to present all the data in actionable reports. With our KPI Software tool, you can easily gather vital business intelligence to streamline and improve your processes involving customer journey with more ease and precision.

Here is how a KPI software can help provide a better customer journey:

Measure Customer Lifetime Score to Improve Customer Retention

Measure Customer Lifetime Score to Improve Customer Retention

Customer Lifetime Score helps you understand the lifecycle of a customer. It is not easy to retain an existing customer along with struggling to get more. This KPI could be in a broader perspective a result of multiple other KPIs. The data can be sourced from different information centres and then analyzed and compiled to measure the customer lifetime score or value. This will provide you a better understanding of your customer retention and returning customers. The data can be utilized and compared with the existing customers and further analysis can be done to understand why customers are not returning back or how the customer lifetime score/value can be improved to improve customer retention.

Measure Direct Traffic and Improve Marketing Strategies

Measure Direct Traffic and Improve Marketing Strategies

Measuring direct traffic is very important. It will show you how effective your marketing strategies are. In order to increase your sales and leads, a business should always have to pursue their customers either by advertisements, digital marketing, social media, email marketing or any other method of marketing. These are very precise and measurable actions hence they should have a measurable reaction. In our case, the reaction will be the traffic coming to your website. These KPIs should help organizations in improving their marketing strategies which will increase the number of leads and conversions.

For example, your customers are coming to your branches and offices or locations. You should be able to measure their quantity and then the conversion rate as well. This will help you understand the branch’s performance which could be further improved by other relevant KPIs.

See More: Benefits of Virtual Queue Management System

Measure On-Site Time and Improve Customer Experience

Measure On-Site Time and Improve Customer Experience

In the case of website and digital marketing, we need a customer to spend more time on the site which is the website. In the case of branch visits or office visits, we want our customers to spend less time on the branch to get a service done. In both scenarios, you will understand how you can improve your customer’s journey to an extent where you can also get optimum numbers of leads and sales. For example, if people are spending a good amount of time on your website that is good it means your website is engaging and people are reading it. Which shows a good customer journey and higher rates of conversion.

If visitors are spending more time at your branch or office that means the server staff is taking more time, or the queues are not managed properly which is worsening the customer experience and customer journey. And it is very bad, immediate actions should be taken to rectify this issue.

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

Measure Customer Effort Score and Improve Customer Journey

Measure Customer Effort Score and Improve Customer Journey

Customer effort score is very valuable data. It has to be monitored and measured. The KPI Software enables you to measure the inputs from the different sources and accumulate them into a unified report or analysis which can help the management to take actions in the right direction to improve the customer journey. For example, you should know how much average time is consumed by your call centre to solve an issue over the phone, or to provide support? How much time is required for the prospect to enquire through a phone and get the required information? Similarly for the website, no one wants to read ten or twenty pages to get the required information, if the required information is not available in a few clicks the visitor will simply close your webpage.

This data can be collected and analyzed effectively to reach a conclusion to take steps to improve the customer journey. The best method is to utilize KPI software. Not only call or website, but visits at the branch and all other touchpoints should be scanned to gather as much data as possible. These KPIs will help you evaluate your existing strategies and also point you to the directions for improvements in the customer journey.

See More: Queue System working in Government Departments

Measure Customer Feedback and Satisfaction

Measure Customer Feedback and Satisfaction

Measuring direct customer feedback and taking their suggestions or feedback is a great way to measure customer satisfaction which is directly impacted by the customer journey. If the customer journey is better the customer satisfaction will be higher. A happiness meter can be placed in all strategic points to collect as much feedback as possible. The happiness meter or score scales can be published on the website, shared by the emails, SMS and social media as well to encourage more customers to share their opinions. This is a very direct measurement of customer satisfaction and all the data compiled from such feedbacks and surveys could be very helpful in taking steps and making up new strategies to improve the customer journey and customer experience.

It is important that you measure customer satisfaction score on various different touchpoints, this will help you further identify the problem in a particular area or a particular phase of the customer journey. This will also save a lot of additional efforts that are required to analyze the data and/or additional steps to precisely identify the problem.

See More: Benefits of Queue Management using Mobile Apps

Measure Customer Churn Rate and Improve Customer Journey

Measure Customer Churn Rate and Improve Customer Journey

The customer churn rate is the customers who have cancelled their subscriptions, or services or products or returned the products or even the customers who made only one-time-purchase and never returned back. This is very important as customer retention and repeats business is very vital to ensure growth but if you are having the same number of active customer on a certain interval such as today and six months back then there is something wrong. It could be either your service delivery mechanisms, your product/service quality, your support or a lot many other factors. But is important to measure the customer churn and then compare different values at different time intervals and co-relate them with your corresponding efforts which were going on during those particular intervals.

This data and these types of analysis will not only help you improve the customer journey but will also help you improving and evaluating your marketing efforts. Like I said every action that you take in order to engage prospects and customers should have a reaction and the reaction will determine the effectiveness of your actions which in fact is your strategy and policy.

See More : 3 dimensions of Queue Management System for Hospitals

Measure Staff Performance and Improve Work Force

Measure Staff Performance and Improve Work Force

In order to improve the customer journey, a business must have an efficient workforce. The employee’s performance should be measured and improved in order to improve their work efficiency. This will overall improve the organization’s operational capabilities both in terms of finance and technical domains. Different types of KPIs should be set for different departments and their interaction with the customers and visitors. For example, if an average service delivery time for a particular service is five minutes once a customer or prospect is at the counter, and one or two employees are continuously showing more time is being consumed by them, then you should immediately check why this is happening, sometime it could be just a technical glitch or sometimes maybe it is lag of training. But since the KPIs are indicating that the employees are taking more time than anticipated for a particular service then there must be something wrong that has to be identified and rectified.

Business can arrange specialized training opportunities for their employees, they can improve internal IT infrastructure or anything which can normalize the things. This is very important as due to some rectifiable issue your customers are having a bad experience and your employees are unable to work on their full potential. Both are bad for the overall customer journey and customer experience.

See More: The Leading Queue Management System Provider in UAE

Measure Net Promoter Score and Improve Customer Journey

Measure Net Promoter Score and Improve Customer Journey

The net promoter score is the mathematical probability of how likely a customer is willing to suggest your brand or products or services to others. It covers a quite broader spectrum. The customer endorsements can be measured through social media and their feedbacks. The business could directly ask them this question and learn about their responses and the reasons for their responses. For example, if a customer is more likely to suggest your particular product or service then you can understand why that is and vice versa.

This KPI will provide you with a greater understanding of your overall relationship with your customer and what you should expect in the future. If you are losing customers or if you are not having repeated business then the chances are very slim that any one-timer (the customer who make a purchase only once) will be going to recommend you as a brand of choice to anyone else.

The Net Promoter Score is a very serious indicator and it could impact the overall business in a very huge way. The net promoter score can only be improved by improving the customer journey and once you know and understand why your net promoter score is declining only than you can identify the causes and then take serious actions to rectify those causes.

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

Conclusion

KPI Software is a very critical tool for a business’s success. If you want to improve customer retention, ensure consistent growth and increase in sales and revenue then you must have to ensure you are providing the ultimate customer journey and customer experience. KPI Software is the ultimate tools to help organizations in achieving their goals. The KPIs will provide you a deeper understanding of your operations, business processes, customer journey and customer experiences and employee performance. The data could be sourced from multiple internal and external sources and the KPIs can be set for different touchpoints and phases of your customer journey. The KPI Software will ensure that your customers are satisfied and happy, all the organizational assets are working at their best efficiency levels and the effectiveness of your business and marketing strategies.

You must be thinking by now that setting up those KPIs or doing all those analysis and data comparisons would be a very difficult and costly task! You don’t have to worry, at RSI Concepts we provide full consultations, coaching and initial setup for your KPIs along with our KPI Software tool which is equipped with advanced tools and setup wizards to make the process very easy and user friendly. Give us a call or contact us through our Contact Us page and one of our consultants will assist you with all your queries and enquiries.

Check out this: What are the Benefits of Improving Customer Journey?

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