Queue Management System is a great tool to improve customer experience and staff efficiency. Businesses can significantly reduce the wait time and improve the customer experience by installing a queue management system. As there are so many different types of queuing solutions available in Dubai, UAE, businesses often get confused while acquiring a queue management system. The reason for this blog is to explain the basic system components of a queue management system to let our audience and customers be familiar with the technology and its functions. There are so many different types of queue management systems, some are generic and can be used in almost all sorts of applications. However, some are purpose-made or only made for particular industries. Whatever the case is the core of the system and its components remain the same.
Basic Components of Queue Management System
The two major parts of a queue management system are the software and the hardware. Here is a list of both software and hardware components of a basic queuing system:
- Queue Management System Software Components
- Admin Dashboard
- Agent Dashboard
- Customer Interface
- Data Analytical Engine
- Reports, Stats& KPIs
- Queue Management System Hardware Components
- Interactive Kiosk/Ticket Dispensing Machine
- Digital Signage Screens
- Counter Plates/Screens and Signs
- Announcement System
Queue Management System Software
A queue management system software is a server-side application with multiple interfaces for each system user. This means that all the computing, logic, and data processing is done on the server. Usually, the interfaces are built as web apps or web-based interfaces. There are different technologies used to build the server-side application. However, the main mechanism and functioning remain the same.
Here are the queue management system software components:
1. Admin Dashboard
The Admin Dashboard is also referred to as back-office or more commonly known in Dubai and UAE as the administrative control panel. This is the main management interface of the system. The management can control various features and configurations from this interface. This panel can also provide real-time monitoring and administrative control of all the connected branches. The administrative hierarchy with access and authentication rights can be allotted using this panel to managers and staff responsible for different operations. New administrative system users can be created and managed through this panel.
2. Agent Dashboard
The agent dashboard is the interface used by the agents and servers. This interface provides all the required information along with the queuing controls and management. A queue management system can be integrated with other internal systems and tools to further expedite the service delivery process. The server or agent dashboard is the interface where all the information can be fetched or can be pushed through as well. Usually, businesses only ask for queuing controls but this is indeed a very useful interface and can be customized to improve the staff efficiency as well as customer experience.
3. Customer Interface
A customer interface is an interface where the customer directly interacts with the queue management system. The core functionality of the customer interface is only to allow customers to sign-up for the queue. In Dubai and other parts of the UAE, we mainly see queue management systems with a ticket dispensing kiosk machine. The interface is usually touch-based with multilingual support. The touch screen kiosks are very good at providing easy interaction. Customers can easily choose the service they want to avail and the QMS will sign them up for the required queue.
4. Data Analytical Engine
The data analytical engine is basically the ability of the software to capture data from multiple interaction points and also data coming from various other inputs. For example in most cases the businesses these days like to integrate a customer feedback system with the queue management system to collect direct customer feedback. The data analytical engine’s responsibility is to process all the incoming data in a predefined way to generate analysis and summaries. This analysis and summaries will be later utilized by the reporting module to generate various types of reports. The data analytical engine is a kind of virtual feature and is not visible for any system user. In fact, it is a background process.
5. Reports, Stats, and KPIs
Once the data has been processed through the data analytical engine, it is ready to process in the form of reports. These reports help the management to understand the performance and progress of various business processes and it help them building future strategies and policies. The queue management system collects various types of system usage information and statistical data which can be utilized in reports. The KPIs or Key Performance Indicators are being used to monitor and measure the performance of the staff as well as of various business processes to easily identify the areas of improvement.
Queue Management System Hardware Components
The hardware part of a queue management system is very simple. It includes basic components that support the software to let various types of interactions with the system. Mainly most of the hardware components are meant for the customers and visitors. The hardware components not only help to manage the customer flow but are also very helpful in improving the customer experience.
Here are the queue management system hardware components:
1. Interactive Kiosk/Ticket Dispensing Machine
The interactive Kiosk or Ticket Dispensing Machine is the very first interaction of the customer or visitor with the queue management system. Usually, touch screen interactive kiosks are being used to serve queuing tickets and let the user sign-up for their required queue. The interactive kiosk is the most widely used hardware, it is very convenient and easy to use. It allows a customer or visitors to navigate to their required service easily by tapping a few buttons on the touch screen. Then it dispenses the ticket for the selected queue/service.
2. Digital Signage Screen
The digital signage screens are large displays placed in certain locations to make them visible for all the customers and visitors inside the premises. The display screens are an essential part of a queue management system as they are being used to display the real-time queuing status and other information. The announcements are also made on these displays. Apart from that these large screens are also used to play content and adverts. This technique helps to reduce the stress of waiting by playing media and displaying constant updates they keep the customers engaged and busy.
3. Counter Plates/Screens and Signs
There are several hardware accessories that can be used with a queue management system however in a basic QMS setup we use only a few accessories such as the counter plates or counter screens and maybe a few digital signs too to routing the customers. It depends upon the service types, premises, and the service delivery process. The counter screens and counter plates are used to mark the counters, the screen can display the ticket number along with the counter number, which is very helpful for customers to easily reach their allotted counter.
4. Announcement System
The announcement system is an essential part of any queue management system. If the waiting area is small and we have enough digital signage screens, the built-in speakers can be used too, else there has to be a dedicated sound system to make audio announcements for customer calls. It is due to the fact that when people are waiting in the waiting area, they might get distracted by several things, such as they are talking, or on the phone or reading or any such thing. Here in Dubai and UAE usually bilingual audio announcement systems are used.
How does a Queue Management System Works?
The process is very simple and easy as the queue management systems are designed to reduce the customer wait and difficulty in availing the service as well as to improve the work efficiency and productivity of the employees as well. The workflow is as follow:
Step 1: Customer or visitor sign up for the queue
Step 2: Customers are requested to wait in the waiting area
Step 3: Customer is being called to arrive at a certain counter
Step 4: The service has been delivered (in case of stepped service, the customer can be directed to the next counter or waiting area accordingly)
Step 5: Customers are being provided with an option to submit feedback before they leave, or they simply left without providing any feedback
This is the customer journey through a queue management system. However, in the background, the queue management system keeps gathering stats and business intelligence too. Which is being transmitted to the management and/or to the head office in real-time. This data captured from different touchpoints and KPIs can be further analyzed and processed to compile actionable reports. The management can utilize these reports to take future decisions and make new policies to improve service delivery processes and also the services. This can help businesses to improve customer experience, customer journey, and customer retention. Which is necessary for steady growth.
Read More: Important Hardware Components of a Queue Management System
Conclusion
The queue management systems are extremely effective and are playing a vital role in many industries. It is important for businesses to understand the actual technology and its operation before opting for any digital queue management system or customer flow management system. Even a very basic queue management system comes with a very powerful software tool and supportive hardware to significantly transform the customer journey and customer experience. The queuing solutions are also very helpful in reducing the workload of the staff and the servers, which can significantly improve their work efficiency. The KPIs, reporting module, and data analytical engine provide great business intelligence. Which can be utilized by the management to identify the areas of improvement and to make future policies and strategies. Customer retention helps improving customer loyalty. If a business has a loyal clientele, it can easily build a strong and positive brand image, which is also very helpful in generating new leads. Positive brand identity also helps improving conversion rates of marketing efforts.
Altogether the benefits of a queue management system are staggering and businesses can gain a lot by only commissioning a very basic queue management system. RSI Concepts is specialized in Queuing Solutions, we have a variety of queue management systems that can provide you a great competitive edge. If you want to request a quote or just need consultation, feel free to reach us out through our Contact Us page or leave a comment below and we will get back to you soon.
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