QMS or Queue Management System is a very powerful tool used to improve customer satisfaction and customer journey. Basically, a queue management system streamlines the customer flow and organizes the queues automatically, which helps in reducing the wait time and improving the customer experience. Due to ever-changing market dynamics and the demands of the customers, customer journey transformation solutions are gaining popularity worldwide. Especially in Dubai and all around the UAE businesses and enterprises are focusing more on the customer journey and customer experience than ever before. The main reason is that the customers are expecting a lot from their brands and another factor is the tough competition. The healthy competition in the market is always beneficial for the customers, as everyone is trying to offer better quality and service than the others. However, quality products and services are not the only reason for success. In fact, these days the customer journey, customer experience and customer happiness is the most powerful contributor in the success or failure of a business.
When it comes to choosing the best QMS for your business there are certain things that need to be considered. Especially in Dubai and UAE, there are so many variants available, the best choice is always a customized queue management system (QMS). However, there are certain queuing solutions that are designed for specific purposes or applications, for example, queue management systems for hospitals & clinics or queue management systems for colleges & universities, etc. No matter what type or model of queuing you are using the features and functionalities of a QMS remains the same. As the queue management system industry is growing rapidly worldwide and more manufacturers are offering better and cheaper hardware options the QMS system providers in Dubai such as RSI Concepts are also improving the software in order to maximize the impact of the queue management system on the customer journey and customer happiness.
Here are some advanced features of a QMS:
1. Virtual Queuing
The most popular and very advanced feature in a QMS is virtual queuing. As we all know the current pandemic has completely transformed the customers’ behavior and expectations. Which results in a more digitalized experience than ever before. Virtual queuing is also a modern-day solution for a whole bunch of problems. Virtual queuing is not a new invention, in fact, it was around for a long time before the pandemic, but in late 2020 and since the beginning of 2021 the virtual queuing has been gaining momentum. More businesses are showing interest in virtual queuing. The idea is to let customers sign-up for the actual queue before even arriving at the branch. Such customers and visitors are treated the same way as they were present in the actual physical queue. This not only reduces the wait time, as the customers can arrive at the very moment when their ticket number is called or just before that. And it has a great impact on the customer journey and customer experience.
2. Smartphone Apps
Smartphone applications are very common these days. In fact due to the vision of digitalization of the government announced by the government of UAE, a lot many trends have been changed. As the government is effectively providing e-services and various portals to enable digital channels, the general public is also very used to digital services and digital mediums. The most used digital medium is smartphone applications. This has set a new trend, the public and private sector followed by offering digital alternates and smartphone applications to access digital services. The queue management system or QMS is no exception, all the leading queuing solution providers have adopted the trend and are currently offering smartphone-enabled queue management systems.
The smartphone applications also support virtual queuing and other features such as online appointment booking, branch allocators, real-time queue updates and status monitoring, and much more. The main idea behind this is to further improve customer experience and provide them more freedom and control over their visits and schedules. The smartphone apps allow online or remote sign-up and then it also provides notifications, announcements, and real-time status updates to ensure the customer or visitor doesn’t miss out on their turn. These features are incredibly transforming the customer journey and customer experience. Furthermore, the queue management system smartphone applications can also be used to collect various stats and business intelligence data which is very helpful in decision making and planning.
3. Appointment Booking Module
The appointment booking module is a fairly new addition to the queue management system. It enables the customers and visitors to choose the time and date of their choice to plan their visit. It also enables them to virtually sign-up for the queue. Hence when the appointment time comes the customer can arrive at the very exact time of their turn and don’t have to wait in the long queues. The customers can be served instantly at the time of their choice. The appointment booking module is a great feature for queue management systems.
Usually, the appointment booking panel or portal is provided via website or smartphone applications. The appointment booking portal also provides statistical data such as the busiest hours details, the busiest day details on any particular branch. The customer can also set a time and date of their choice and then the system can tell them which nearest branch will be least crowded at their desired time. Such information is very helpful for customers and visitors to plan their visit. The online appointment booking module also provides other appointment booking methods such as SMS, Email, or Phone Call. The customer can enjoy more freedom and lesser wait time and they can also schedule their visits at their own convenience. It helps to improve the customer journey as well as the customer experience. Customer satisfaction and happiness rise which leads to higher customer loyalty and more easy customer retention.
4. Integration via APIs
Any modern QMS (queue management system) is incomplete without the feature of integration via APIs. The API integration is the most convenient, simplest, and cost-effective method of integration between two systems. The integration is mainly used to link various systems with each other or with the central information center of the entire organization. It not only helps businesses to innovate new methods and techniques to improve the customer journey and experience but it also helps businesses to boost the efficiency of the staff. Not only in Dubai, UAE but all around the world the API integration is the most common method of synchronizing two or more systems.
The integration of the queue management system with other enterprise tools and software allows the business to collect more accurate monitoring and statistical data. It helps to improve various business processes via automation which directly impacts the service delivery process and customer journey. Every modern-day QMS should be able to support API integration.
5. Centralized Control and Monitoring
As in Dubai and all across the UAE most of the businesses have regional branches and offices at multiple locations. Which raises the importance of centralized control and monitoring. The centralized control and monitoring are must have the advanced features of a QMS. It enables the head office to monitor and control all of the branches from the head office that is why this feature is also known as remote management and monitoring. A queue management system with centralized control and monitoring feature enables the head office to assign various tasks and workflows to the relevant branch managers, CRMs, and supervisors. The head office will be provided with real-time updates from all connected branches and locations. The queue management system should be able to allow building and configuring administrative functions and job roles. A complete management hierarchy should be provided.
In the queue management systems, the management hierarchy enables the management to easily authenticate the system users to allow them access to the relevant data. For example, the branch manager of branch A should not be able to view data from branch B or any other branch’s data unless permission is being granted from the head office and vice versa. This is a great feature to organize and manage the operations of the queue management system.
6. Reporting, KPIs, and System Usage Stats
As the queuing systems or queue management systems (QMS) evolved over the past few years, the data and analysis methods got improved over time as well. The reporting, system stats, and usage data along with the KPIs provide a vital insight into the entire business process and the performance of the employees. The KPIs or Key Performance Indicators are set up to measure and understand the performance and behavior of the employees. The system can provide KPIs such as:
- How many customers are being served by an employee in a particular day or over a week or on monthly bases
- How much average time is consumed by an employee to serve one customer or visitor
- How is the performance of the employee during busy hours
- Which employee is better at delivering which service quicker than the others
- Which employee is good at which service and vice versa
- Which employee is getting more negative or positive feedback
- Which service is being disliked by the customers
- Which service is more popular
- Which signup method is more popular
Obviously, these are just a few points there are so many other details that can be captured. The reporting module covers the entire customer journey and all-important touchpoints. The system usage stats provide a comprehensive detail about the services most used and liked by the customers along with the queuing process details. These all details, data, and stats are compiled in reports and analyzed by the queue management system’s in-built analytical engine to extract actionable reports. The management can use this data to make future strategies and to take steps to improve their service delivery process, customer journey, and experience and to improve their products and services.
7. Cross-Platform Compatibility, Scalability, and Simple Operation
These days everything is very fast and keeping up the pace is vital for sustainability and profitability. Any modern enterprise system or business tools should be able to stay relevant for the future or should allow simple and easy upgrades with affordable costs. Although the Cross-Platform Compatibility, Scalability and Simple Operation are three different features but are completely intertwined. Cross-platform compatibility also known as plug-n-play operation means that the QMS or queue management system should be able to work with different environments. To be more precise it means that regardless of the operating system or computer type or model the QMS interface should be able to work one hundred percent. That is why modern-day queue management systems offer web-based user interfaces. Which only requires a standard browser (MS Edge, Chrome, Safari, Firefox, Opera, etc) regardless of the system type whether it is a workstation or laptop or windows based computer or MAC-based computer, or Linux queue management system dashboard works without any issue.
The scalability or ability to upgrade and expand is also very important while selecting a queue management system for your business. Businesses should carefully examine the feasibility and terms of future expansion and upgrades while selecting a QMS or queue management system. The technology used to build the queue management systems is very widely available and is quite durable, which ensures longevity and long-term operation with very little maintenance cost. This is also very important and all advanced queue management systems are very durable, their lifecycle is longer than most of the other corporate solutions and the maintenance cost is also very low. The operation should be simple and doesn’t require much training. This is why at RSI Concepts we always suggest our customers go with a customized solution that not only boosts the performance but it is also very simple to operate.
Read More: What are basic features of Queuing System?
Conclusion
If you are operating in Dubai or any other region of UAE and you are providing such services which require one-on-one interaction with your customers. You must have a queue management system. The queue management system not only helps to streamline the customer flow but also helps to improve the customer journey, customer experience, and employee performance. Happy customers are a most precious asset of a business because they remain loyal to the brand and spread positive words about the brand which not only helps attract more customers and visitors but a positive brand identity also helps to get better conversion rates from all sorts of marketing campaigns.
However, when it comes to selecting a queue management system, there are too many options available. This is the reason we wrote this blog to help our audience understand the advanced features of a queue management system. It is always better to consult professionals or
seek help, at RSI Concepts we always welcome everyone. So, if you have any questions or need any more details on anything feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.
Check out this: What are the Basic Components of Queue Management System?