An efficient queue management system organize customer flow, improve service delivery processes and quality, help building good reputationand relationship with customers and improve overall profitability or the entire business.For every business the customer happiness and customer satisfaction is the top priority. The customer satisfaction is an umbrella term which covers the entire performance of the business including its each and every moving part. Business in Dubai and all over the UAE are adopting digital queue management systems for better performance and customer happiness. The UAE economy is rapidly expanding, the Expo 2020 is on the verge, which will attract more investors and we will see more businesses and startups. The competition here is already touch, customers have too many choices, and this phenomenon resulted in high standards and high expectations of the customers. Which compelled the businesses to take drastic measures in order to stay ahead of the competition. The customer satisfaction is the driving force, and it could impact everything. If you are having happy customers you will grow if not, you will eventually end up in big troubles such as slow growth, poor performance, declining brand reputation and lost revenue.
A queue management system is a key to success, it can completely transform the customer experience and customer journey and it can ensure highest customer satisfaction, which will lead to continuous growth, good brand reputation and higher productivity. Here are some key reasons why you should adopt a queue management system now, if you want to secure your business’s long term future:
Reason No. 1: Queue Management System Reduce Wait Time
The queue management system have amazing capabilities to reduce the wait time and improve customer journey. Usually without a queue management system there are long queues, people have to stand in lines, and sometimes people try to be ahead in the line by line jumping or crossing someone, which end up in disputes and cause delays in the customer flow. In such scenarios the business have to manage the queues manually, which requires more staff as well as requires more work from the server/agent. This means that the servers/agents could also get distracted from their primary task and had to manage other unnecessary problems. This results in unwanted delays and interruptions in the customer flow and results in prolonged wait times. Another huge factor is psychological, it is human nature that we have the fear of unknown, similarly when we have to wait in a scenario where we don’t know or estimate the end time, the wait gets more stressful and this amplifies the negative feelings in your customers too. If they don’t know when their wait time will end, they will feel more stressed while waiting, and when their turn will come they will be unhappy already, it will be very difficult for the agent/server to improve their experience at that time and make them happy.
While the agents/servers are also dealing with unwanted circumstances their efficiency and service quality also reduced. So the long wait time not only bother your customers and visitors but it also have negative impact on the employees and agents/servers. The long wait time could have double impact on overall customer journey and customer satisfaction. This is why businesses are very eager to reduce the wait time and service delivery time. Poor waiting conditions, long wait time, less than optimum employee efficiency will result in higher per service costs. Which also impact on the profitability and revenue. On top of that the bad customer experience will repel customers and promote negative brand identity, which makes it even harder for businesses to acquire new customers.
Reason No. 2: Queue Management System Offers Better Customer Journey Management
The queue management system offers a better customer journey by automating various steps and processes which reduce customer wait time, improve customer flow and also increase employee efficiency. Each and every business have its own distinctive culture and approach to address problems. Every business have different services and also different sets of targeted audience for each service. Some services are delivered in a single go from one counter, some requires a customer to reach to multiple counters to get a full service and so on. These factors contributes to make customer journey management more tricky and sophisticated. Along with all that business often have express counters or premium services for VIP customers and separate counters for aged, disabled people, etc. These all factors should be considered while preparing the roadmap of the customer journey. In Dubai, UAE and in fact all around the world businesses are also including employee’s factors too to further improve and optimize the customer journey.
A good queue management system should be able to process all these variables and then it should also be able to automate the customer journey to attain the highest efficiency levels. During the sign-up the queue management system can ask to choose the service, it can also ask to enter any other details which will identify the customer as ordinary, VIP or any other category. Then the queue management system should be able to route each customer to their counters. In case of multi-step service delivery, the queuing system should be able to direct the customers to the next counter and so on. The employee performance should be monitored and the task should be suggested as per their performance. For example an employee is very efficient at delivering service A, D and E however when they are assigned to the counters for service B and C they don’t perform well. Such data provide the management an insight on the employee performance and give them a chances to either improve employee performance or assign them tasks as per their expertise. Collectively all these things will significantly improve customer journey and customer experience which will result in maximum customer satisfaction.
Reason No. 3: Queue Management System Aid Customer Retention and Increase Customer Loyalty
The queue management system improve customer journey, customer happiness and boost employee performance which improve service quality, and these all will directly impact the customer retention and customer loyalty. Often customer retention and customer loyalty is interchanged but that is not true both are different, though most of the times both exhibit same response with certain changes. Anyway, the customer retention is to keep a customer who will do repeated business, however the customer loyalty is to make a customer your fan and not only have more repeated business but also get help from them in brand promotion. A customer might do repeated business but they are not necessarily happy or satisfied, there could be no other good alternate, or any other factor which is making them to do repeated business. However a loyal customer is the result of an ultimate level of customer satisfaction. The loyal customers are good brand advocate and tend to promote the business and its products and services. They will often defend the brand on social media, online or public places. That kind of clientele is the most valuable asset of any business.
The studies and market researches have shown that acquiring a new customer is nine to twelve time costly than selling to an existing customer. This could have a huge impact on your marketing budget and overall profitability. Acquiring new customers is not only expensive but it is difficult too, the communication and marketing not only require investment but a lot of efforts too. It is always good to have a strong foundation of the loyal customers. The loyal customers help promoting a positive image of the brand and improve brand reputation. A good brand identity and good brand reputation attract more customers. If a brand have a good reputation and positive popularity the marketing turnover is also good. Which means that the customer retention and customer loyalty have far greater impact on the ROIs of the business and also aid achieving marketing and growth goals.
Reason No. 4: Queue Management System Improves Employee Performance and Monitor KPIs
The queue management system is very helpful in improving employee performance by reducing their work load and automating various steps and processes of the customer journey and service delivery. Moreover the KPIs or Key Performance Indicators are also a great tool to assess and improve the employee performance. When the employee performance got improved it automatically improves the service delivery process, service quality and customer happiness/satisfaction. The queue management system can capture various APIs and statistical data. The employee KPIs are very important for optimizing the employee performance. The queue management system can monitor the employee, their on-desk time and off-desk time, average service delivery time, behavior and much more. The KPIs can also provide insight on the overall behavior and patterns of the employees, such as at which part of the day the employee perform better and when they slow down, how do they react in under more work load and how much customers they can serve in a single day.
These all are very useful information and help the management is identifying the areas of improvements and taking actions to improve everything. Moreover the employee KPIs are also used to analyze the employee performance and expertise on a particular service, for example an employee can serve 20 customers a day when they are appointed for service A while they can serve 45 customers in a single day when they are appointed for service D, etc. This type of data helps businesses to improve employee performance by smartly managing their tasks, workloads and arranging training session for them. The employee KPIs can also be integrated with other enterprise solutions and business tools such as Enterprise Performance Management System [Our Product Page LINK], HRMS, etc.
Reason No. 5: Queue Management System Collects Customer Feedback and Business Intelligence
Mostly the modern queue management systems comes with an in-built customer feedback collection tool. The customer feedback is very important it provides direct and unfiltered opinion of the customer and it also help building trust and good relationship with the customers. When customers know a business is eager to listen to them they get a very positive impression of that brand. They think the brand values them a lot and listen to their opinion to make changes to please them. This increase customer loyalty as well. Moreover the customer feedback is a single most reliable and accurate source of the business intelligence. Sometimes all the logics and numbers tells a different story but the customers behave completely opposite to what a business had anticipated. So, it is extremely important to understand your customers and audience, the customer feedback is the best tool to do that. It will provide you accurate information about the market trends, customer’s liking disliking, their expectations and it will also help you in evaluating all what you are doing to please your customers.
Here in Dubai and all around the UAE business often collect customer feedback but overlooked other business intelligence metrics. However in order to be able to make informed decisions and successful future strategies a business must closely monitor and analyze all the touch points, statistical and usage data. For example, which products or services are most popular, which features of a particular product or service are appreciated the most by the customers and vice versa. This will provide a foundation for the innovation and modernization. Business can plan new products and services, they can improve existing products and services and similarly business can improve various aspects of the customer journey only by analyzing the customer feedback, statistical and analytical data collected by the queue management system. The data collection is one thing but in order to be able to extract actionable reports is a completely different thing. A good queue management system always provide additional data analytical and processing tools along with in-built smart data analytical engine which help business to evaluate the entire operation and quality of services/products simultaneously.
Read More: Top 10 Virtual Queue Management Benefits
Reason No. 6: Queue Management System Enables Easy System Integration and Remote Management
A queue management system enables easy system integration with secure web services or APIs to get it connected with the centralized information center and it provides features to remotely manage all of the connected branches from the head office. The system integration enables the queue management system to fetch and push data to other systems and tools. For example if a customer is required to sign-up by entering their customer ID the customer ID has to be verified too. In order to verify the customer ID the queue management system must have access to the customer data. Which might be stored in another system or database. So this verification can be done using system integration or APIs. Similarly if a business wants to include more hardware accessories such as Emirates ID reader, RFID, QR Code Reader, or any other accessory that can be added and linked to the central information center or to the relevant system by the system integration method.
The queue management system also allow simple and easy integration with self-service interactive systems, kiosks, web portals, mobile apps, appointment booking system, SMS, Emails, and much more using the system integration methods and techniques. This also enables the queue management system to provide a centralized and remote management. The head office can monitor and control all of the connected branches in real time. This makes it easier for the management to implement company policies throughout the network and monitor all branches and offices through a unified administrative dashboard. Furthermore the administrative dashboard also allows to add branch managers, servers/agents and other job roles to make the management easy and in-line with the internal structure of the business.
Read More: Why Business Need Mobile Apps along with Classic Queue Management System?
Conclusion
Here in Dubai and all around the UAE business are spending a huge chunk of their hard-earned revenue on customer journey transformation tools and systems. The customer satisfaction and happiness is extremely crucial for sustainability and long term growth. The customer happiness and satisfaction also help a business to build a positive reputation and good brand identity. A queue management system can easily reduce the customer wait time and manages the customer flow automatically. It can also automate various business processes and service delivery steps which further improve customer experience. The customer flow management and customer routing can also be automated with the help of a queue management system. The automation and digitalization improve the customer journey and reduce the work load of the employees which further improve the employee performance and their service delivery quality also get improved. Which results in happy and satisfied customers.
The customer satisfaction improve customer retention and customer loyalty which results in significant cost reduction in new lead generation and marketing expenses. Along with that the positive band identity and good reputation also help attracting more customers and increase the revenue. The customer feedback and business intelligence gathering plays an extremely important role in identifying the areas of improvements and making new plans and strategies to improve everything. The system integration open ups new avenues to innovation and modernization and help future expansion as well. It also enables remote management and provide the head office with real-time updates and data. All these improvements and their impact can potentially increase your sales and growth by multiple times. A queue management system is an essential for long term success and steady growth. RSI Concepts is a leading name in queue management system providers in Dubai, UAE, if you need any help with designing and implementing a queue management solution or want to improve or upgrade an old queuing system, feel free to let us know. You can 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.
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