The technology is always helping businesses and enterprises to boost their performance, improve their productivity and profitability and to ensure the ultimate customer satisfaction. Everything here is connected to each other, the operational efficiency lead to good performance the good performance results in higher profitability and customer satisfaction which in long term help building good reputation and a positive brand identity, which is also very helpful in retaining the existing customers and acquiring the new ones. It is a kind of loop and the queue management system is the center point for this perpetual loop. Business and enterprises in Dubai and all around the UAE are considered to be fairly advance and high-tech, they are intensively relying on modern technologies and innovative solutions. The country is known to be among the most technologically advanced nations in the world.
Whoever is living in Dubai or any other part of the UAE must have had an interaction with technology while dealing with a business or enterprise. The technology is everywhere, the smartphone based solutions, self-service and the digital solutions are widely used to improve customer experience and customer journey. Especially the service based sectors are heavily relying on queue management systems to manage their customer flow and customer journey. The queue management systems are a great tool to maximize the operational capabilities with less resources and expenses and they queue management systems are also very helpful in providing an excellent customer journey and enhanced customer experience.
Here are some key benefits of the queue management systems and technology:
Queue Management Systems Reduce Wait Time
The most important factor in any customer journey is the time. How much a customer will have to wait to get served and how much time the service delivery takes will determine the level of customer satisfaction and customer happiness. There are two types of wait time, one is the actual wait time and the other is the perceived wait time. The actual wait time is the actual amount of time it requires from signing-up for the queue to getting the service and exiting the premises. However, the perceive wait time is what a customer feels the wait time is. Usually when managing the queues and customer flow manually with the help of the staff the customers and visitors don’t have any clarity on how long it will going to take them to wait to get served. This makes the wait time feel like more than what it actually is. Customers and visitors always tend to perceive wait time value a lot more than the actual wait time. However when a business of enterprise is managing the customer flow and queues with a digital queue management system this perception is reduced. The customers have more clarity and they know the lines and the flow is managed properly with the help of technology so the wait time will be less.
Moreover the queue management systems also provide an estimated value of the remaining time which is either printed on the ticket itself or either shown on the digital signage or both. This also have a very positive psychological effect on customers’ minds. The fear of unknown is in-built in human brains, when we don’t know about the future we got stress hormones released, which ruin the waiting experience. So with the help of the technology the queue management systems can reduce these types of psychological factors and improve the customer experience and customer journey. Furthermore when the queue management systems are used the entire customer flow is managed digitally and automatically, so the customer flow is quicker, the agents and staff are freed from extra work required to manage the queues, which increase their performance and further reduce the wait time. It is an estimate that an average customers start getting stress after thirteen minutes of wait time. With the help of technology the strass and wait time both can be reduced. The businesses and enterprises have two solutions either they increase the counters, which is extremely expensive or in some cases impossible, the alternate is a technology-enabled efficient queue management system.
Queue Management System Automate Customer Journey
The queue management systems are built on a very smart technology, it can easily drive automation and efficiency. With the help of a queue management system the businesses can easily automate the entire customer journey. In a customer journey after the wait time the next important thing that affects the customer experience is the customer flow. If the customer flow is inefficient it will not only waste a lot of time but it will also create other problems. For a simple and small queuing requirements the customer flow is fairly simple. But in case of a complex facility, where there are multiple counters and multiple queues the customer flow and customer routing become more complex. A queue management system is not only capable of managing such scenarios with better efficiency but it is also helpful in improving staff performance too.
The queue management system has an interactive sign-up self-service kiosk. Which enlists all of the available services, the customer can choose appropriate service from there and get themselves signed-up for that particular queue. Hence they will always wait in the right queue and there could be no confusion whatsoever. Furthermore in some scenarios some businesses offer stepped-services, these services are delivered in multiple steps. In order to get a single service delivery a customer will have to go to multiple counters/agents. These are called stepped services. A queue management system is quite capable of handling such scenarios. In addition to that the queue management system can also take real-time decision, for example, the queue management system can effectively re-route or balance load for different counters. If a counter is quicker than the other, it means it can handle more customers in a single shift, so the load can be managed accordingly, the ultimate goal is to maintain a unified customer journey and customer experience for all customers and improve efficiency.
Queue Management System Improve Employee Efficiency
The employee efficiency is vital for any business or enterprise. If your employees are not working on their full potential then you are bleeding resources and revenue. This will harm you badly and it could be very dangerous in long term. The employee efficiency is not only improved by training, there are a lot many other factors too. For example if the queues are managed manually then the employees will have to work on the queues and managing the customers too. This will distract them from their primary tasks and they would be exhausted soon, so when a customer will reach to them they could be either occupied or either exhausted and most likely fail to provide good quality service. Which will impact the customer experience and customer journey too. In fact it has double effect on that. One is the customers will also be stressed and anxious due to poorly managed queues and other such problems, then they will meet with the employees who are also distracted and occupied, this will have impact their interaction very badly and the chances are the employee will end up unhappy and unsatisfied.
However, with the help of queue management system technology, the customer journey can be automated and managed by the system which will free the employees from additional work, it will keep them highly focused on their primary tasks. It will also improve customer flow and reduce wait time, the highly managed queues and other benefits of the queue management system such as improved waiting experience will make the customer happy and when they will reach at the counter they will be welcomed by very active and alert employee who will provide them excellent service, the customers will leave happy and satisfied and they will have a great perception of the brand in their minds. This will boost their loyalty and help business to establish a good brand reputation. The positive brand identity and good reputation not only build good relationships with the customers but it also help businesses in acquiring new customers with more ease and less cost. The loyal customers are also tend to be a good brand advocate, which is also very helpful for promoting the brand and it improves conversion rate.
Queue Management System Collects Customer Feedback
The customer feedback collection technology is not new. When it is integrated with a queue management system it can provide great advantages. There are separate different ways to collect customer feedback the most effective way is to collect the customer feedback immediately after they had an interaction with a business. When businesses and enterprises ask their customers to share their experiences and feedbacks with them, the customers feel important and like to know they are being listened to. That has a very pleasant impact on the business customer relation and it increase customer loyalty. When a business start collecting customer feedback and take actions to address their problems and concerns the business automatically gain the trust of its customers and the customers start relying on them even more. The customer feedback is very important for understanding the customer’s mind, their problems, their needs, their expectations and market trends. Businesses can also utilize the customer feedback to assess and evaluate their policies, processes and methodologies.
The customer feedback is also very helpful in highlighting the areas of improvement and it provide a deeper understanding of the strengths and weaknesses of a business. Businesses can improve their products and services on the bases of customer feedback and they can make policies and change their practices in order to facilitate the customers and to make their experience more pleasant and attractive. Businesses in Dubai and all around the UAE are heavily investing in their infrastructure, training programs and improvements in their products and services, the only thing that most of the businesses overlooked is to know what the customers are thinking about all those efforts? This is very crucial for a business’s success. The customer feedback is the best way to evaluate and assess all those efforts and investments and the queue management system is the most efficient tool to collect highly accurate customer feedback data with higher customer response rate.
Usually when a business collects customer feedback by different mediums the biggest problem businesses face is the low customer response rate. Whether it is NPS Score, CES Score, CSAT Surveys or general purpose customer surveys the problem with all of them is the low response rate. Earlier businesses are collecting the customer feedback via their call centers, which is very expensive and it also happen to have low response rate, then businesses start using SMS, Emails, Websites and other tools, all of them had one issue, low customer response rate. One of the main reason of low response rate is the length of the survey, if customers are being asked to provide their contact details and other information before or after the feedback they usually quit the survey, there are several reasons for that. However when a customer feedback system is integrated with a queue management system it doesn’t require that, in fact the queue management system can automatically identify the customers by comparing the customer details from the service counter and the time of the feedback. As the customer feedback is collected through touch screens and tablets which are placed on each counters so the system can exactly know at what time which customers was there and who have submitted the feedback, this significantly increase the customer response rate and such scenario also provide more accurate feedback data.
Queue Management System Collects Business Intelligence
The modern day queue management systems are equipped with high-tech tools and latest technologies, which are not only just managing the customer flow but are literally transforming the customer journey and customer experience, on top of that the queue management systems are also providing a great source of business intelligence which help business in decision making and helping them to easily understand their customers’ needs and expectations. The queue management systems can easily collect business intelligence data from all touch points and they can also measure the employee KPIs and other indicators to provide a clear picture of the performance of the system, employees and other factors involve in the customer journey. All these data points and customer feedbacks collective form business intelligence data which can be linked to other enterprise tools and systems to link them to the central information center.
All modern day queue management systems have in-built data analytical and processing technology which help businesses to compile actionable reports from the business intelligence data. These reports can be extracted in various different formats as per the needs. These business intelligence data and reports enable the business to immediately understand and highlight any problem and let them make informed decisions. Furthermore the queue management systems come with in-built tools which help business to set triggers on certain events, automate report generation and sharing on the bases of the requirements and their internal work flow. For example the branch manager will be provided with a monthly report at the end of each month, the supervisor can receive weekly reports, and the head office can schedule quarterly reports and so on. These tools and functionalities are very helpful for the management and provide them real-time progress and performance updates.
System Integration with Queue Management System
The system integration is a very powerful technology it enables two completely different systems to share data with each other. Mainly the system integration is used to improve efficiency and to ensure each and every system user is being provided with the latest data and updates. In case of a queue management system the system integration is mainly done to share customer data, reports and feedbacks with other departments and management. For example there is a business with multiple branches and one head office, the head office creates and controls the company policy and push it to all the branches. This requires a centralized control and management, which almost all modern queue management system offers. This enables the head office to monitor and manage all of their branches in real-time. For example the head office want to add a new services and want to make it available on all of the branches, the queue management system allow the head office to add that service to each self-service queue sign-up kiosk and so on. Moreover the system integration also allow the queue management system to fetch or push data to the central information center or any other business tools or enterprise system.
The data integration allow the businesses and enterprises to offer innovative solutions and customize the queue management system and in fact the entire customer journey as per their very specific requirements. This is what distinguishes a business from the competitors and provide their customers with a unique and excellent customer journey and customer experience. The queue management system’s data sharing and system integration also allow the businesses to improve the service delivery process. The self-service queue sing-up kiosk can be equipped with technologies which allow the business to identify the customers at the very first step of their journey which is the sign-up for the queue. This can be done by EID reader, Facial Recognition, Biometrics, Barcode/QR Code, RFID or many other different ways. The customer identification enables the queue management system to automatically push the customer details and data to the agent/server dashboard hence the agent don’t have to do that, this skip the data entry step or customer identification step from the service delivery and make it more quicker and smoother. Which have a very pleasant effect on customer happiness and customer satisfaction.
Conclusion
The technology is transforming our daily lives, so does the businesses and market trends. A queue management system is an essential tool for service based industries and business sectors. The queue management system technology have evolved over the past few years. The modern day queue management systems do a lot more than just managing the queues. The queue management systems have evolved into a customer journey transformation tool. The queue management systems reduce the wait time, improve service delivery process, improve customer experience and ensure ultimate customer satisfaction. The queue management systems are also very helpful in improving employee performance. Businesses can collect vital business intelligence data from queue management system such as system usage details, queuing stats, employee KPIs, busy hours details, popular products and services, customer feedback and much more.
Furthermore, this data is processed and analyzed by the high-tech in-built software analytical engine to compile highly accurate actionable reports. Which help businesses in evaluating various aspects of the customer journey and performance and also enables them to highlight the areas of improvement. With the added benefits of system integration and remote management for the higher management and head office the queue management systems are incomparable. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you need help in customer journey transformation or want to implement a new solution, feel free to reach us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.
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