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September 14, 2022

How Insurance Companies can Improve Customer Happiness with a Queue Management System?

The Dubai and in fact the entire UAE is a business hub of the entire Middle East. The markets are growing rapidly attracting more businesses to the country. This raised the competition to very high and also results complete transformation of the business customer relationships. The global trends are also influencing the evolution of business practices in Dubai and all across the UAE. According to a several studies and market researches the 84% of the customers thinks the customer experience is equally important as the products/services are. The same have impacted the insurance market as well. Here in UAE the insurance market have grown a lot which also result in high competition, more products/services which have huge impact on the customer behavior and market trends. Now a days an average insurance customers have become more sophisticated, knowledgeable and demanding. Every business knows this very well, if they failed to meet customers’ expectations, they will lose them. That is why it is important for insurance companies to make strategies and take steps to improve customer happiness and satisfaction.

Not only the insurance companies, but every business needs customer happiness and customer satisfaction. The customer happiness drives customer loyalty, the customer loyalty helps businesses get more repeated business. It is almost 5 times to 25 times more expensive acquiring a new customer comparing to selling to an existing customer. On top of that the loyal customers are tend to be a good brand advocate, especially in the modern digital landscape businesses need good endorsements, rating and positive reviews from the customers to build stronger brand image. That is why businesses have started putting customers at the center of all their strategies and goals. Because this is the key to long term success. Now when it comes to customer happiness at insurance companies the biggest impact is from the customer experience at the branch or office. The main factor in customer experience are customer wait time at branch, staff performance and service quality. Which is why a queue management system is the best solution to maximize customer experience and to achieve higher customer happiness. In this blog we will discuss how a queue management system can improve customer happiness and customer satisfaction.

How Queue Management System Improves Customer Happiness?

A queue management system consists of two parts one is software side and the other is hardware side. The software could have multiple features or accessories and the hardware side can also have multiple accessories, add-ons and features. A standard queue management system have a ticket dispensing unit, which is usually an interactive kiosk, from where the customers can sign-up for the queue. The queues are managed automatically by the queue management system (QMS). The QMS also have a digital signage and an in-built audio-visual announcement module. All modern queue management systems comes with a large digital signage screen, which are placed strategically in the waiting areas to provide live queuing information to the customers waiting in the queue. The queuing solutions are digital tools and are very capable in collecting valuable business intelligence data which help businesses in further analyzing their current strategies and policies and let fine tune them in future. The insurance companies can significantly improve customer experience by deploying an efficient queue management system to ensure the maximum customer happiness and customer satisfaction.

Insurance Companies can Improve Customer Waiting Time with a Queue Management System

For any service based business the crowded service centers and angry customers are the worst nightmare. The insurance companies and businesses are also no exception. The unmanaged queues or manual queuing, crowded waiting areas, and employees working under immense pressure are the absolute customer happiness killer. The very first thing an insurance company needs is to streamline its customer flow and to manage its queues more efficiently. This can’t be achieved with manual queuing, no matter how well trained staff you have or how many resources you allocate to manage the queues, the manual queues are prone to disputes, complaints, stress and dissatisfaction. A queue management system digitalize the queuing process and automate queue management. It allow customers to sign-up from an interactive self-service ticket dispensing kiosk which doesn’t require any staff help or supervision. As customers knows the queues are managed by the computerized system, hence they don’t complain much as they know the staff have no control over the process. This help businesses minimizing customer complaints too.

Furthermore the queue management system is a very capable tool, it has in-built AI (artificial intelligence) based smart algorithm which can manage the entire customer journey automatically as per the business’s policy. For example, the customers are asked to select their required service at the self-service ticket dispensing kiosk, at that time the system put them in the most relevant and quickest queue. That is not all, the queue management system can also reroute customers if needed. The customers are only given a ticket number, and the announcements are made on the large digital signage and audio announcement system. Which means that the customers are assigned the counter only when their turn came. Hence the queue management system have full control over managing the customers and their queues. This allow the system to intelligently manage queues, and on the bases of real-time data it can take decisions which allow it to maximize the performance and minimize the customer wait time. When the customer wait time is reduced it automatically reduce the level of stress and discomfort a customer endures during the customer journey and help increasing customer happiness.

Insurance Companies can Improve Customer Experience with a Queue Management System

As the queue management system can streamline customer flow and ensures the minimum wait time by improving queuing process and performance, the customer experience automatically get improved. With manual queuing the customers have complaints about management, poorly organized waiting lines, line jumpers, staff favoritism, and much more. However, with the queue management system all this can be prevented, and the customers never think anything like that as they know the queues and customer flow is managed by automatic program. This significantly improve their experience and give them a sense of trust. Furthermore a queue management system help insurance companies to improve their queuing efficiency during the busy work hours as well and provide them data which help them prepare for such scenarios. Collectively these all things help improving customer experience. Furthermore another essential component of the queue management system, the digital signage screens also help improving customer wait experience. When we wait we feel boredom, we feel stuck in the situation and this results in stress and anxiety.

A queue management system on the other hand can help businesses dealing with all such problems. As it has capability to automatically manage the customer flow it reduce a lot of wait time. Furthermore the queue management system have several features that keep customers and visitors engaged while they are waiting and reduce their stress. When we are waiting and bored at the same time, the time feels slower. It is because our brain perceived it that way. For example when we are waiting in a line the time feels more but when we are watching out favorite series on Netflix the same amount of time passes so quickly. This is just our brain that is tricking us into feeling more or less time. This is what is called the perceived time, and it pretty much depends on our state of mind. The queue management system can significantly improve it. For example, the digital signage displays which are installed strategically on places where everyone in the waiting room can at least view one always. This means the displays will get more attentions, the queue management system allow businesses to leverage this attention by playing multimedia content, advertisements or marketing materials which keep customers busy and distracted from the wait time.

The continuous announcements on the digital signage also keep customers busy, furthermore the multi-lingual audio announcement system also keep announcing upcoming tickets which also attract customers’ attentions. When there are so many things to keep the customers distracted from the wait time, they feel less bored, their stress is gone and the perceived wait time also reduced. That is significant, and it have huge impact on customer experience. Customers feel less stressed which increase their tolerance toward wait time. When customers reach to the counter with less stress at their mind or in a comfortable state of mind, they are more understanding and it also make it easier for the service agent to satisfy them comparing to the customer who is reaching at the counter already annoyed, stressed and anxious.

Insurance Companies can Improve Interaction of Customers and the Service Agents with a Queue Management System

Since the customer sign-ups, customer flow and entire queuing operation is managed by the queue management system, the employees and staff doesn’t have to focus on any of it. They don’t have to face a lot of complaints and angry customers. That is not all, a queue management system is a very capable tool. When it is integrated with the central information center or other relevant databases it can offer innovative features to help service agents with the actual service delivery process as well. This can be achieved by several ways, for example, the self-service interactive kiosk is already taking basic information about the requirements, hence the service agents knows clearly which next service they will be dealing with. They can prepare for it accordingly and save some time while the customer is coming to them after the announcement. Furthermore when the customer arrives at the counter, the service agent have enough time to communicate with them. As the service agents are not being dragged in the queue management process, so they have a lot of time to focus on their primary tasks, the system enable them to perform pre-service activities in-time which left them with more time with the customer, this can significantly improve customer experience and customer happiness.

Insurance Companies can Improve Various Business Processes with a Queue Management System

One of the biggest advantage of a queue management system is that it help businesses to improve several internal processes. The queue management system improves the customer experience throughout the entire customer journey. It help improving interaction at all touch points. One of the biggest problem that insurance companies in Dubai and all around the UAE face is the wait time and crowd formation at the branches. The queue management system not only help preventing these problems but also provide features to effectively deal with such situations. The queue management system Furthermore the queue management system can be integrated with third-party enterprise tools, software and systems which let businesses leverage the automation and digitalization to improve several internal business processes. The queue management system can fetch and push data to any other connected system in real-time which means all the relevant personas, departments will get instant update. The queue management system can also capture data from each and every touch point in the customer journey and is also a very capable of collecting customer feedback data. It help service delivery process as well and help service agents in pre-service and post-service activities as well. With integration capabilities business can also include innovative feature to further improve their internal processes.

Insurance Companies can Integrate Appointment Booking System and Customer Portals with the Queue Management System

The queue management system can be integrated with a separate appointment booking system as well as it can also provide a dedicated online module for the appointment booking management features. Insurance companies in Dubai and all around the UAE usually doesn’t utilize an appointment booking system, mostly they rely on traditional appointment booking methods such as by email or phone call, etc. However, the appointment booking system can help them improve user experience as well as it also help reducing the workload of the staff. As everything is done via an online appointment booking module or customer portal and everything is automated, so no need to assign any additional staff for these tasks. The appointment booking system or customer portal when integrated with the queue management system it can provide additional information which help the customers to book the most convenient slot for their visit. The queue management system capture data which help it to push certain information to the appointment booking system or customer portal such as current queue status, expected number of customers in any slot of time, it highlights busy hours, days, and help customers choose the most appropriate time to visit. The customers can plant their trip accordingly which means they don’t have to wait much. Such features help improving customer experience and raise their happiness and satisfaction.

Insurance Companies can Offer Virtual Queuing with a Modern Queue Management System

All modern queue management systems offer features for virtual queuing. The virtual queuing is not as that new, in fact it is present since many years now, however business in Dubai and all around the UAE have recently started adopting this technology. Especially during and after the pandemic in 2020. The biggest advantage of virtual queuing is that it allow businesses to manage the queues in a way that each customer can be served instantly, hence there is literally no wait time. Furthermore insurance companies can utilize virtual queuing to control the number of customers and manage the workload accordingly. The virtual queuing offers several remote methods to allow customers and visitors to sign-up, such as smartphone applications, online appointment booking system/customer portals, SMS, email, QR Codes based links, call, etc. The customers can utilize any available channel to sign-up for the virtual queues. They don’t have to physically present in the queues, in fact all the queues are managed virtually. This means they are also not required to come earlier than their turn. Hence the customer wait time can be reduced to literally none. When the customers get instant service as they arrive, they feel happier and it is easier for the service agent to satisfy the already happy customers.

The virtual queuing also allow the insurance companies to effectively manage the customer flow and queues as per their branch’s capacity, hence there will be no extra visitors, as all will be given a time slot in which their term is expected, hence the number of customers in the waiting areas can be reduced significantly. When there are no much customers in the waiting area, the business doesn’t have to assign much resources, and the staff also felt less workload. This motivate your staff and result in better service quality and customer experience. Furthermore the customers and visitors are always informed using multiple communication channels and some of them also allow the service agent to communicate with the customer. This ensures no customers misses any update, alert or notification. If anything unexpected happens, the service agents can instantly inform the customers and visitors about any change to prevent any inconvenience. The virtual queuing help businesses effectively manage their footfall and customer flow with more control and convenience. The queue management system mobile app is also a very useful tool to maximize customer experience. The customers can sign-up for the queue on-the-go, they can get real-time queuing updates, notifications and alerts in the mobile app. They can also communicate with the service agents and they can submit their feedback too.

The mobile app can provide branch locator functionality which provide users with all available branch details along with navigation capabilities via Google Maps or any other navigation application on their smartphone. The list goes on and on. The virtual queuing is a modern form of queue management systems and it offers great features to maximize performance, customer experience, and customer happiness.

Insurance Companies can Collect Valuable Business Intelligence Data with a Queue Management System

The queue management system comes with an intelligent software which is very capable of collecting business intelligence data. It can help businesses capture the statistical and analytical data from each and every touch point and enable them to utilize that data to assess and improve their on-going strategies and to make plans for future. The queue management system can capture a variety of details about the customer journey, such as which service(s) is most popular, which day or time get the most footfall, what are the least busy hours/days, what service agent is serving most customers, what is average customer wait time, average service time and even the quality of service and experience through integrated customer feedback module. The queue management system can accurately capture a variety of employee performance KPIs and other performance data which help the management and HR to identify the areas of improvement and rectify the problems. The queue management system is capable of capturing the complete customer persona and also behavioral data which help insurance companies understand their customers and also allow them to collect direct feedback from the customers.

All this data is called business intelligence data and it help management in many ways, it let them make informed decisions, enable them to do better resource planning and management, help them to understand the customer’s needs, expectations, problems and market trends and much more. The modern market landscape is formed by the influence of the digital and cyber technologies. Now a days the businesses heavily rely on the data. The business intelligence data help businesses understand their internal processes and their efficacy, and also enable them to identify the problems and obstacles for both the customers and the employees. Such information is vital for strategy building and planning. If a business is proactively collecting business intelligence data and utilizing it properly only then they could be able to achieve their goals. The ability to collect customer feedback also help insurance companies in product development and help them understand the market trends, customers’ demands and needs. A good queue management system not just collect business intelligence data but it also help businesses to analyze it and generate actionable reports in any required format so these reports can be shared with decision makers, higher management and stakeholders. Business intelligence data can provide a great competitive advantage to the insurance companies.

Conclusion

Here in Dubai and all around the UAE the competition among insurance industry is very high. The customers are also very savvy and demanding. This means that if an insurance company wants to sustain growth and profitability they must have to ensure customer satisfaction and customer happiness. The customer happiness is crucial for any business but in the current market scenarios the insurance companies need a better customer happiness strategy, as the customers also have a lot of options available. Furthermore the studies have revealed that 84% of the customers think the experience matters a lot along with the quality of the product or service. That is why the businesses should seriously invest in customer experience management strategies. A queue management system is a perfect tool to maximize customer experience, increase customer happiness, evaluate and improve your business strategies and processes and collect other valuable business intelligence data. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject or if you want us to help you with a tailor-made queue management system, please 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.

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August 26, 2022

Why do Schools Need Queue Management?

Here in Dubai and all around the UAE the schools, colleges, universities and other educational establishments are far advanced and technologically superior comparing to other regions of Gulf and MENA. The government and education ministries are proactively taking measures to improve the educational system of the country. The schools themselves are eager to improve the environment to promote education and healthy growth of the pupils. However, attending classes and working on assignments is not the only task a student will have to do at school, college or university, in fact the student might have to deal with several other matters too. For all such matters, related to admission, accounts, sports and other offices, the students usually visit the front office of any such department, where they are served. Usually these departments and offices doesn’t have any queue management, it would be just a first come first served based service operations which means mostly the queue are not managed or managed manually. The schools and other educational establishment must use a digital queue management system to save time of the students and to improve service quality.

Manual queue management or poorly managed queues not only make it complicated but also result in longer wait time. Which put extra strain on your students and the staff as well. Students have limited time in the day, if they will have to visit any office or department to avail a service or for any other matter, they might have to take permission from their teachers to skip the class or else they will have to do it in their free period or spare time, which is always very short. However, this could make them more anxious and it is hard to deliver a satisfactory service to anxious customers. Sometimes the student might have to leave midway due to any important class or other activity, which means they will have to visit again later. On top of that due to poorly managed queues, the service staff might also have to work double, or even more to manage everything, which make them unsatisfied too and results in poor quality service. Such scenarios not only cause issues for the students but also damage school’s reputation and eventually parent and students both could get fed up and they might move to another school as well.

Let us see how a digital queue management system can solve a lot of problems and improve the service quality.

Which Departments at a School can Benefits from a Queue Management System?

Here in Dubai and all around the UAE the educational system is very advanced and modernized, it is designed to meet all international standards and it is far superior then other MENA regions. In schools, collages, and educational establishments the queues are not only common in admission offices or student offices, in fact there are several other places where queues can form. The biggest problem is overlapping schedules which made it difficult for students, teachers and faculty members to manage several activities. Here is a generic list of most common functions form a standard school in UAE which can benefit from a digital queue management system:

Admission Offices
Student Affairsand Sport Offices
Testing Centers and Facilities
Study Rooms and Libraries
Accounts and Financial Aid Offices
Computer and Science Labs
Dining, Presentation and Conference Halls
Student Success Offices

These are just the few most commonly found sections and departments of a school however, there could be several more departments where a centralized queue management system can be implemented to facilitate the visitors and to maximize the performance of the department as well.

Queue Management System Reduce Waiting Time

Whenever someone talk about a queue management system the waiting time or wait time is one of the most beneficial advantage of it. In case of schools, colleges, universities and other education institutions the students are already occupied with very busy schedule, whether it is back to back lectures, labs, home works, or any other activity the schools can be very time consuming and tiresome. The last thing any student wants is to end up in a long queue without knowing how much time it will take. On top of that the pressure of next activity/task could make student anxious and stressed out. This results in poor experience. The staff also have to do additional work while manually managing the queues, which can distract them form their primary tasks and results in delays and longer time for the service delivery. However, a queue management system can streamline the student flow and automate the journey, which significantly reduce the wait time. The staff can also focus on their primary tasks and expedite the service delivery process. Overall all these benefits lead to a very quicker and smoother service delivery.

Queue Management System Improve Service Quality

With the aid of a queue management system the schools, colleges, universities and other educational institutes can significantly improve their service quality. The queue management system automates the student flow and various student/customer journey steps which not only reduce the overall wait time but also help staff focus more on their primary tasks. When the students are served immediately or relatively quickly the stress due to wait factor can be significantly minimized, which help students get more time to communicate with the staff. Since the staff also don’t have to focus on queuing or any other task, they can also give more time to students and focus better on their problems. This have huge impact on service quality and help management improve service quality and student/customer experience. Furthermore the queue management systems also collect data and monitor staff performance which help management to utilize resources more effectively and help them improve the performance of the department.

Queue Management System Improve Student Experience

Another main cause of building stress and discomfort among students is the experience they are getting. It doesn’t matter if it is student enrollment and admission department or if it is student affairs office, the student experience matters equally across all functions. Students can have a variety of different needs and quires some of them can be straightforward and some can be complex. Usually with the manual queues, the school management have appoint a main reception with one or two staff. Who are the very first interaction with the students, students will have to form queues to reach to the counter or reception. Then they ask some basic questions about their needs and direct them to the correct person to assist them further. However, this could be a very time consuming tasks. However, with the help of a queue management system the students can be provided with a ticket dispensing kiosk which provides an intuitive UI (user interface) and allow students to interact with the system with a touch screen.

The students can choose the right options and they can also answers some questions to further clarify their need. This way the queue management system can automatically route each student to the right department. This not only improve student flow but it also help the staff to improve their service quality and offer a better solution to the student’s needs. The queue management systems can take decisions in real-time and also help school management in implementing their strategies and policies. All these feature help improving the student experience and also improve the service quality.

Queue Management System Offers Better Control and Monitoring

The biggest advantage of any digital solution is that it can capture a lot of valuable business intelligence data. Control and monitoring are the two key aspects of better management. If a school want to improve its internal business processes or any other business wants to make improvements they need to be able to identify the area of improvement and gain more control over internal processes and all the mechanics that is impacting on that particular subject. For instance if the school management wants to improve the student enrollment and admission department, they first will have to be able to gain better control and ability to move things from their organic way to according to their strategy. This can only be achieved if the school management is capable of closely monitoring each and every moving part that is involved in the targeted business process.

A queue management system is a very capable tool which can collect system usage stats and analytical data from each and every touch point of the student/customer journey. Which makes it a great companion for the management who wants to keep improving their performance and efficiency. The queue management collects queuing data and staff performance KPIs to provide management a deeper insight to their queuing process. For example, average and individual waiting time, service delivery time, employee performance such as average and each service time, pre-service preparation time, post-service tasks, busy hours, busy days, etc. Such data help management understand the queuing process and identify the areas of improvements. This way the management can get highly accurate and actionable reports which can be incorporated in the policy making and strategy building process to achieve the performance goals.

The management can also effectively utilize resources at their full potential with such information which help them optimize performance. The performance management enable a business to improve productivity, reduce cost, and maximize efficiency.

Mobile Queuing and Virtual Queuing can Have Huge Impact on Student Satisfaction

Schools, colleges, universities and other educational establishment can leverage the modern technologies to further improve their queuing processes. For example, the mobile queuing and virtual queuing are two modern and most effective features of a queue management system. These days the smartphones have become an essential for everyone, whether students, professionals or parents. Here in Dubai and all around the UAE almost 99% of population is using mobile phones. People tend to spend hours on their smartphones, this is what compelled businesses to focus more on smartphone based interactions and facilitate their customers by offering them mobile phone portals, responsive websites, and smartphone applications. Schools can utilize queue management system smartphone applications, SMS, online student/parent portals, website appointment booking and such digital channels to allow the students and parents to utilize virtual queuing to save more time.

The virtual queuing allow students and parent to sign-up remotely for the queue, instead of coming at the relevant office and wait in the long queues, they can sign-up remotely and get notified when their turn come.The queue management system allow several digital channels to sign-up for the queues, it keep informing the students, parents and visitors about the on-going queuing and send them automated alerts and notifications to inform them about their turn. This help them to arrive only at the time of their turn hence the wait time can be reduced to absolutely none. No need to stand in long lines, or spare hours to get a simple service or paperwork, everyone get served instantly as they arrived, so no chances of crowd, congestion or the problems inherited by a manual queuing. Furthermore it significantly improve staff performance. When the staff worked under a balanced workload their morale and motivation rise and they tend to perform better. Hence schools can significantly improve their queuing process.

How Poor Queue Management is Impacting Schools and Students in Dubai, UAE?

The long queues and frequent complaints about waiting or poor quality service will eventually push your students out of the school. Parents who are sending their kids in a school, college or university are expecting from the educational establishments to provide high quality service and a better environment where the students stay focused on their studies and healthy activities rather wasting time in waiting lines and complaining about the staff for poor service. Students might not file an official complaint to the administration, especially the youngsters, but they tend to discuss everything with their parents. Which led them to believe that the school might not be treating them well and raise concerns about the education quality as well. This could be very harmful for any school, once your reputation is damaged it take tremendous efforts to repair it and build a trusted name again. Here in Dubai and all other cities of UAE mostly the school districts are separate, where usually 5 to 10 schools are available and in some cases even more. It is a lot easier for students and parents to switch school. So, poor queue management could have long term impact on a school and its growth.

Moreover when schools, colleges, universities and educational establishment doesn’t focus on their queuing processes and student journey. It also impact the students and their performance too. If you think from a student’s prospective the long wait time can build stress, could also cause them to skip classes or other activities which can have long lasting bad impact. Eventually the students also get tired of such things and start considering changing the school. In the modern world of social media, students tend to post about their schools and educational institutes over the social media and internet. Which is also an important aspect of branding and brand image. Moreover the schools usually think that the admission and student enrollment is once-a-year activity, so it might not have any impact. However, that is not true, the student admission whether schools, colleges, universities or any other educational institute, it is very critical because it is the very first interaction for new comers. If a school fails to build a good first impression, then they might lose the student which can have long term impact on the business as well.

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Conclusion

Schools, colleges, universities and educational establishments tend to invest huge in improving their education quality and facilitating the students but they often neglect the queue management which is a crucial part of student experience and have huge impact on the brand image and reputation. Poor queue management can impact students and portray a bad image of the institution. Especially for the admission and parents interaction can have very negative impact on the business if the schools don’t proactively improve their queuing processes and queue management. Let us just admit, no one likes long waiting lines, for example if you keep waiting for long time at a bank, a time will come when you will think about changing your bank just because of this inconvenience and bad service experience. Same is the case for the schools, colleges, universities and educational institutions. That is why schools must have to adopt to modern queuing processes and technologies to keep students and parents satisfied. The queue management systems also help schools to improve the staff efficiency. Smart resource management help optimizing cost and improving productivity.

A queue management system can have huge impact on your internal processes, staff productivity, student/parent experience and more importantly brand name and reputation. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject or if you want us to help you school, college, university or educational institute to improve their queuing process, please 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: How to Reduce Queues in Banks?

August 11, 2022

How to Reduce Queues in Banks?

Here in Dubai and all around the UAE the banks have exceptionally higher standards and service quality comparing to the other countries of the region. In fact the entire service based industry in the country is considered to be the best in the entire MENA region. The overall infrastructure of the banking industry is very high-tech and advanced, however, the queue management is one of the most overlooked part of the banking sector. The queue management systems are very common, in fact almost every branch of every bank would have some kind of digital queue management system. Most of the time banks and other businesses don’t fully understand the queue management systems. Usually business owners and bank managers think that the queue management system is just a tool to improve customer flow and minimize the wait time. But in reality a queue management system is much more than that. In this blog we will briefly discuss what a queue management system is, how it can help to reduce the queues and what other benefits a bank can get from a queue management system.

A queue management system is a combination of intelligent software and some hardware components. The software is basically a server which hosts all the intelligent algorithms, source codes and various user dashboards. The hardware is mainly used to interact with the customers. In a simple queue management system setup the first customer interaction happens on an interactive kiosk machine which take some basic information and dispense a ticket bearing their number in queue and also estimated time to their turn. Then there could be several digital signage displays who continuously display the live queuing information and also used for customer calling. The ticket numbers are announced on the signage as well as via an integrated audio system which is installed all over the place. Modern queue management systems also have customer feedback collection tablet or small screens which are usually placed at the counters. That is how a basic queue management system works. However, there are a lot more features that can be added to maximize the efficiency and to improve customer experience. The primary goal of a queue management system is to reduce the queues at the bank branch to minimize the customer wait time and to streamline the customer flow.

Queue Management System Reduces Customer Wait Time

The prolonged customer wait time can destroy their experience and make them unhappy. Long wait time means slow customer flow and slower service delivery, which results in long queues and crowd formation at the bank. A queue management system allows banks to digitally and autonomously manage their queues and customer flow which help reducing the customer wait time and prevent crowd formation to reduce the queues in banks. A bank offers several services and it have several counters to enhance customer experience and to improve service delivery. Usually in banks the average customer wait time is almost 20 minutes and in some cases it can reach up to 40 minutes and beyond. No one wants to wait that long, this makes customer unhappy and eventually a bank can lose its valuable customers due to poorly organized customer flow and queues. A queue management system have in-built AI (artificial intelligence) powered software and intelligent algorithms which makes it able to effectively manage the queues to minimize the wait time.

A queue management system can collect customer information and other required details about the service they need and it can route them through the shortest possible customer journey. The queue management system can perform several analysis and take decisions in real-time to maximize the bank branch’s efficiency and performance. For example, the queue management system can recognize the dedicated counters for certain services and it can automatically route the customers to the most relevant counter to ensure they instantly get served. The queue management system can also help service agents to prepare for the service delivery by informing them in advance about the next service and it is also capable of pulling up the required information from other connected systems to facilitate the service delivery process. Such features can significantly decrease the customer wait time. When the customers have to wait less, they are directed towards the right counter and the service agent also take less time to deliver the service, the overall wait time for every customer gets reduced. Less wait time means smaller queues and less chances of crowd formation.

Queue Management System Automates and Optimize Customer Flow

Smart management of customer flow and customer routing is a key to reduce wait time and to enhance customer experience. The queue management system can offer a variety of features and automation options to allow the bank manager to automate the customer routing and customer flow based on their policy and strategy. Furthermore it is also capable of automatically managing the customer flow based on the real-time data it collects from various touch points. Bank manager can leverage the customization to further improve the efficiency. The queue management system can take customer information or the information of the service they are requesting for. This information can be used to set the route of the customer, for example, if a customer needs Service A which is offered by the counters 1, 4, 7 and 11. Then the queue management system will automatically monitor all these counters and it will direct customer to the immediately available counter. This can save a lot of time and it improves customer flow.

Some services require customers to visit multiple counters for full service delivery. Those kind of services are called stepped services. The queue management system can automatically manage customer flow between different counters and ensures each customer reached to the most quickly available counter to avoid any time delays and idle counter time. Which can also save a lot of time and reduce the overall customer wait time. The queue management system can also monitor the employee performance in real-time. It can detect which employee is taking how much time for a single service delivery and which employees are best at delivering which services, this data is analyzed by the in-built smart algorithms and accordingly the queue management system keep routing customers through the most efficient route. Furthermore there are always some exclusive customers such as corporate customers, VIPs, Premium Account Holders, and customers with special needs. A queue management system can also effectively manage the flow of such customers to enhance their experience.

Queue Management System Improves Employee Performance

Employee performance is a crucial part of the queuing process. If the employee will perform well they will be able to serve more customers in a single shift. This also means that the average customer wait time will be reduced. For example if an average service delivery time is 10 minutes and the same employee start taking 11 minutes for the same service and if you have 20 customers ahead of you, your wait time will be increased by 20 minutes. That is why the employee performance is a crucial part of queuing process. With poorly managed queues and traditional service delivery methods the average service delivery time is very high therefore the employees can’t delivery high performance. However with the queue management system a lot of business processes can be digitalized and automation further improve the efficiency of the internal business processes. For example the queues and the customer flow is managed automatically by the queue management system hence the employees don’t have to spend time on queue management.

Since a lot of steps can be automated with the help of a queue management system the employee get more time to focus on their primary tasks which increase their performance. Furthermore the queue management system can also provide additional information about the customers and their needs even before they reach to the counter. This helps service agents in preparing for the upcoming service and save a lot of time. A queue management system can also be linked/integrated with other organizational systems and tool or with the central information center which enables queue management system to automate certain service delivery processes. If the queue management system have access to the other systems and databases it can also pull the required data and information for the service before even the customer arrives at the counter, and help service agent in quicker service delivery. The quick service delivery significantly improve employee performance and make them able to deal with more customers in a single shift.

The queue management system help reducing customer wait time, it facilitates service delivery process and help service agents to deliver more qualitative and quantitative work. The queue management system frees employees from unnecessary work and allow them to focus on their primary tasks. Which not only make the employee comfortable and happy but it also help them perform better. The queue management system can monitor and capture various employee performance KPIs which help employees which can be used for self-assessment and also by the HR to create employee development and training program to further maximize the employee performance over the time.

Queue Management System offers Virtual Queuing

One of the most modern and most effective way to reduce queues in banks is the virtual queuing. The virtual queuing have gained huge momentum in the market since past 2, 3 years. The virtual queuing is embraced by various industry sectors in Dubai and all across UAE. Basically the virtual queuing allow customers and visitors to use mobile channels to sign-up remotely for the virtual queues. It means the customer doesn’t have to physically be there in order to secure their position in the queue. Furthermore the virtual queuing can utilize multiple digital communication channels to keep the user updated and informed about the ongoing queuing activities. This allows the customers to arrive only at the time when their turn will come and prevent any congestion or long queues at the bank. The virtual queuing offers multiple sign-up channels which make process simpler and convenient for the customers and it also offer real-time updates and alerts so no customer misses their turn.This way banks can significantly reduce queues at the branch.

The virtual queuing can offer multiple innovative features which not only help reducing customer wait time and queues but also help improving customer experience. The customers can easily sign-up using customer portals, online/website, mobile application, appointment booking portals, SMS, emails, phone calls, QR Code and many more. Furthermore the virtual queue management system also provide detailed information in mobile app, appointment booking module and other channels which help customers plan their visit as per their convenience. The customers can view the peak hours, expected wait time at any hour, day or date based on the historical data collected by the queue management system. The can also use mobile apps and online portals for branch navigation. This allow them comparing multiple branches in reach and let them chose the one with the lowest wait time. Hence the customer can plan their visit with more freedom. Since the customers are instantly served when they arrive, this prevent crowd formation and queuing issues at the bank branch. It also help improving employee performance and enable branch managers to smartly utilize resources for maximum efficiency.

Queue Management System Collects Business Intelligence Data

Modern problems need modern solutions. There was a time when businesses and customers are not as that concerned about the wait time, in fact a long waiting line with first come first serve queuing was enough to gain higher levels of customer satisfaction. However, world have changed now, especially Dubai and other cities in UAE are some of the most modernized societies in the entire GCC. The information technology is deeply rooted into a business success. This means the data and information are the most crucial aspects of a successful strategy. The queue management system is one of the most effective tools to collect valuable business intelligence data and deeper understanding of customers and their preferences. A queue management system can collect statistical and analytical data from each and every touch point of the customer journey and in addition to that it can also collect customer feedback data, employee performance data and offers various other information. The data can be analyzed with in-built analytical tools and bank manager can easily extract actionable reports from this data which help understanding the customers, their preferences, liking/disliking and much more. Such information can be very helpful in building new strategies and evaluating various business processes.

Conclusion

Let us admit no one likes waiting in long queues, and we all want instant service from our beloved businesses and brands. When it comes to the banks, the queue management and crowd prevention is some of the most important tasks. Actually everything revolves around the customers, and customers can only satisfied when a business meets their expectations and facilitates their interaction. That is why the queue management systems are used, they not only streamline the customer flow but also help improving performance and collect valuable business intelligence data. The virtual queuing is one of the most effective strategy to reduce queues in the banks. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject or if you want us to help you designing or deploying the most effective and efficient queue management system as per your bank’s needs. Please feel free to contact us through our Contact Us or leave a comment in the comment box below and we will get in touch with you soon.

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August 2, 2022

What can a Queue Management System do for you?

Every business’s primary goal is to expand and grow. However, the business growth is completely dependent on its customers. The customers are the soul of any business, which is why the customer happiness and customer satisfaction is extremely crucial for a business. The customer satisfaction drives customer loyalty which is essential for customer retention. If a business have good customer retention, they don’t have to invest a lot in acquiring new customers. Gradually the loyal customers and an active marketing strategy can build a very strong brand identity in the market. The customer retention also have a huge impact on profitability of a business. In general it is almost 5 to 25 times more expensive to acquire a new customer comparing to selling to an existing customer. Furthermore if a business or organization keep losing customers they will have to invest more in their marketing & communication which could increase the cost of acquiring a new customer by many times. The customer satisfaction plays a crucial part in long term success and growth of a business. When it comes to customer satisfaction a few industry sectors stand out more than others for the need of a queue management system.

Here in Dubai and all around the UAE the queue management systems are a common site at several businesses, especially at banks, government offices, telecom service centers, etc. are the places we all visit once in a while. However, the queue management systems are also very popular in healthcare sector, public sector, retail, airports, educational institutions and many more. Think of yourself visiting a business to get a service, the waiting area is full, there are several counters and several queues, you have no idea in which queue you should be, you feel the adjacent queues are moving faster than yours, you are not sure how much time it will going to take and you have to be somewhere, obviously you will get confused, frustrated and at some extent angry too. This is what you are risking of putting your customers through being a manager, decision make or owner of the business. Let us admit, we all don’t like waiting, especially under those circumstance. People tend to avoid going to businesses where they had bad experience in past or where they know they will get a bad experience. That is what exactly a queue management system is designed for. It is designed to avoid all those things.

Here is what a queue management system can do for your business and your customers:

Reduce customer wait time
Improve customer wait experience
Improve customer flow and customer journey
Raise service quality and improve business processes
Achieve customer satisfaction and gain customer loyalty
Improve staff performance and achieve staff satisfaction
Gather valuable business intelligence data
Reduce cost and increase profitability

Here in Dubai, UAE good queue management system brand such as RSI Concepts also offer customization services. A customized queue management system can further boosts its efficiency and offers more benefits comparing to off-the-shelf queuing solutions.

Queue Management System: Reduces Customer Wait Time

One of the biggest reason of customer dissatisfaction is the wait time. Studies have revealed that an average customer start getting stressed after just 8 to 12 minutes of wait time, the longer the wait time will be the more stressed customer will get. More than 70 of the customers leave without making a purchase due to long wait time at the counters. Obviously different industries have different market dynamics but one thing is sure the long wait time results in customer frustration and increase churn rate too. The queue management system effectively and autonomously manages the queuing process and the customer flow in the service area. It facilitates customers by offering them multiple sign-up channels, reduce the average service delivery time, and it improves employee efficiency. Collectively all these factors and several others directly or indirectly help reducing the customer wait time.

Since the queuing and the customer flow is managed by the smart queue management system software so the employee can focus on their primary tasks without any distraction, which improve service delivery time and quality also. Furthermore there is no dispute, confusion or complaint from the customers who are waiting in queues, as everything is managed by system. The queue management system can also collect and store statistical data and has ability to route customers smartly which also reduce customer wait time and improve customer journey. It can also segregate various different types of customers such as VIP, Premium, Customer with Needs, etc. which also help improving the queuing process and reduce the customer wait time.

Improve Customer Wait Experience

Another very useful feature of a queue management system is that it can help businesses improving the customer waiting experience. If customer waiting experience can be improved they feel less impact of the waiting. The queue management system have integrated digital signage screens which are usually used for displaying the real-time queuing information. The queue management system allow businesses to play multimedia content or any other engaging material which can distract customers from the waiting and help reducing the waiting impact. Furthermore the queue management system is based on a very intelligent software engine which is powered by smart algorithms and AI (Artificial Intelligence). The queue management software can also predict the estimated time for each customer, which can be printed on their ticket and it can also be displayed on the signage screen. The impact of waiting is significantly reduced when the customer know how long they will have to wait.

Furthermore the queue management system also have audio announcement system. The audio announcements keep the users engaged and distract them from the wait time, each time when a new announcement is made, most of the customers tend to look up at the signage to see which tickets are currently being served and how far they are. These all features keep them busy and engaged and reduce the effects of the waiting and boredom. Since the entire queuing process is managed by the queue management system, and the customer also know that everything is controlled by the computer, so they usually don’t complain much. In case of manual queue management most of the time customers get confused, they also complain about line jumpers, or sometimes customers might think the staff is favoring someone over them, and so on. However, with a queue management system these all problems are gone, and on top of that the customer flow is managed by intelligent algorithms which reduce latency factors and improve overall customer waiting experience.

Improve Customer Flow and Customer Journey

The customer journey and customer flow have a huge impact on the customer journey. A queue management system have in-built modules to implement customer flow policy and allow the management to automate the customer flow throughout the entire customer journey. Usually a business offers multiple services and also have multiple counters. Mostly a single service is delivered through a single counter, however, in some cases businesses might have stepped services which require a customer to reach to several counters or more than one counter to get a full service. In some cases businesses have exclusive counters for exclusive services or customers, which also has to manage separately. There could be so many different variations and factors that can impact the customer flow and customer journey as well. A queue management system can automatically manage all these scenarios.

It means the businesses just need to configure their policy once and the queue management system is capable of taking decision in real-time based of the pre-defined settings and on the real-time system usage and statistical data. Businesses can also create agent profiles with their abilities to deliver different services and the queue management system can utilize this information to route the customers to the least busy counters while reducing the work of the busy counters which results in overall improved efficiency and performance which help improving customer flow and customer journey.

Raise Service Quality and Improve Business Processes

The businesses can utilize several advanced features to expedite the service delivery processes and service quality. Such as a queue management system have an integrated interactive kiosk for ticket dispensing, which can be used to take customer information, which help the system to prepare the agent dashboard beforehand by fetching the required information instantly from connected systems and databases. The queue management system can prepare the service agent dashboard automatically and instantly, as soon as the agent calls for the next customer the queue management system automatically fetch the data and information for the next service delivery hence saving precious time and reducing the overall service delivery time.

A queue management system can be integrated with several input devices to improve customer experience. For example, rather asking customer to input their details via sign-up form, the interactive kiosk can offer them Emirates ID scanner which can pull customer’s information automatically from the customer database and authenticate it with their ID. There are so many features that a business can add to a queue management system which can improve the customer journey and customer flow. The queue management system can automate several service delivery steps and it significantly reduces agent’s work which means the agents have more time to focus on the customer and the important things. This way a queue management system can raise service quality and improve several internal business processes.

Achieve Customer Satisfaction and Gain Customer Loyalty

Customer satisfaction and customer loyalty is a key to long term success and sustainable growth. Businesses put a huge amount of resource and revenue just to increase their loyal customer base. The loyal customers are a valuable assets who not only help businesses expand but also help them to establish a good brand image. Loyal customers tend to be a good brand advocate, they suggest their favorite brand to others and doesn’t leave the businesses for small problems and they also have more tolerance towards the negative or bad experiences. It is far more expensive to acquire a new customer than selling to an existing one. Furthermore the customer retention have huge impact on business’s profitability. For example if a business keep losing 100 customers a month while its marketing and sales team tends to acquire 200 new leads per month, their overall profitability will be reduced.

In addition to that the customers who will leave might also share their negative opinions about the business which harms its reputation and brand image. A business with less customer turnover and customer churn rate can yield more profits from the same efforts they are doing. Customer retention help promoting good brand image which attracts more customers hence it help optimizing the marketing cost as well. A queue management system significantly enhances customer experience and ensures much higher customer satisfaction. Customer satisfaction drives customer loyalty and have a very positive effect on profitability.

Improve Staff Performance and Achieve Staff Satisfaction

Since a queue management system provides a complete framework to manage the customer flow and customer journey in a fully or semi-autonomous way. It can take a huge amount of staff work and help balancing their work load. Employees who work under balanced workload tend to perform better and produce more quality work. Usually with manual queues, the staff is mostly engaged in managing queues and listening to the customers’ complaints and resolving their problems. This distract them from their primary tasks which not only have negative effect on their performance but also on the service quality. While a queue management system not only take all that burden but it also facilitates staff by managing several service delivery tasks. Furthermore the queue management system is a very capable tools of monitoring and measuring several staff KPIs. Which can be very helpful for the HR to improve the staff performance and efficiency.

A queue management system measures various KPIs and stats. For example, how many customers are being served by an individual agent or a team or a branch, etc. The queue management system can also monitor the staff activity, such as how much time they took for each service delivery, how much time they took to prepare for the next service and customer call and several other performance matrices. All this data is automatically analyzed by the in-built AI powered smart software engine and made available for the management and for the staff also. The management can easily identify the strengths and weaknesses of the staff and take steps to improve their performance. This also help HR to develop more effective employee development and training programs.

For example, if an employee is good at delivering 3 out of 5 services and for the 2 he/she take more time than the other agents, the business can help staff to improve their skills for these 2 services. There are so many features that can help employees, HR and management to evaluate employee performance and highlight their weak points which can be rectified to further improve their overall performance.

Gather Valuable Business Intelligence Data

A modern business heavily relies on the digital solutions and its IT infrastructure. In today’s world the success and growth is heavily relied upon the efficiency to effectively collect business intelligence data and leverage it to improve each and every business function and internal processes. A queue management system is a powerhouse of business intelligence data. It can collect data from each customer touchpoint. Which help businesses analyze the entire customer journey and let them track down the chock points in customer flow. The business intelligence data also help businesses to evaluate their strategies, policies, and internal business processes which can impact customer experience and customer satisfaction. The queue management system can accurately measure the time interval between every customer journey step and allow businesses to make improvements to improve customer experience.

A queue management system can accurately measure the time of the customer interaction for example how much time it take a customer from signing up till getting the service. How much time it took to deliver the service, and how much time an agent takes between completing a service, performing post-service tasks and calling for the next customer. The system can monitor staff activities as well along with their performance and several other details. It can also collect customer feedback which can be helpful for product development and it provides deeper understanding of the customer experience and their preference. The queue management system have in-built data analytical tools which can automatically generate pre-configured reports and send them to the relevant stakeholder. The managers can also perform several analysis, comparisons and set alerts if any threshold is crossed. All these features help businesses to take timely decisions and monitor everything in real-time which make them more prepared to handle unexpected scenarios without harming customer experience and customer satisfaction.

Reduce Cost and Increase Profitability

A queue management system can manage queues, sign-up processes, customer flow, customer routing and the entire customer journey. Which eliminate the need of a lot of additional staff. Acquiring a queue management system is much less expensive comparing to retaining more staff. The operational and maintenance cost of the queue management system is very low. The modern queue management systems are built on widely available technology platforms which not only reduce the initial cost but also reduce the maintenance and upgrade costs. The value a queue management system adds to the customer journey and customer experience is unmatchable to anything else. It provides better and deeper in-sight to the customer journey, customer experience, employee performance and enables businesses to learn about their customer’s preferences, market trends and help them developing customer friendly strategies and policies.

Customer satisfaction drives customer loyalty and help optimizing the cost of the marketing and acquiring new customers. A loyal clientele is a key to long term success. Selling to existing customers is far more profitable than acquiring new customers. The ability to integrate with other marketing channels and customization allow businesses to optimize the cost of their IT infrastructure. Businesses can offer much more features at a much less cost which make queue management system one of the most cost-efficient solution for the businesses. A typical lifecycle of a queue management system is 5 to 8 years, that means the business might not going to need a new solution for a long time which itself significantly increase the ROI (return over investments) of a queue management system. Furthermore the automation, employee performance improvements, and valuable business intelligence data indirectly help reducing the cost at several fronts. These all features and benefits of a queue management system help businesses generate more revenue, achieve higher productivity and performance and gain more profit.

Conclusion

A queue management system is a very useful tool to transform customer experience, customer journey and to improve several internal business processes. It help businesses closely monitor the customer behavior, the problem they face and also help them collect valuable business intelligence data. A queue management system help businesses achieve higher performance, leverage automation and increase their productivity and profitability. It help businesses gaining higher customer loyalty and let them improve their strategies and polices to make improvements. It help businesses increase staff performance while achieving higher staff satisfaction which directly impact on the service quality and service delivery processes. A business can link queue management system with several other internal and even external systems to boost the usability of the system and to bring innovative features to improve customer experience and customer journey.

RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject or if you want us to help you with you queuing needs, please 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.

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June 10, 2022

How to Improve Queue Management at Your Restaurant?

Restaurants are always eager to improve queue management. Being a restaurant owner or manager you should know that no one like to wait in a queue when they are hungry, the hungrier customers get the more annoyed they become. Here in Dubai and all around the UAE the market is very dynamic and competitive, mostly people live in high-rise buildings and the mostly the cities are very congested. This results in so many similar businesses in a close proximity. Especially in Dubai and all around the UAE mostly a common consumer can find multiple restaurant and eating options in a close proximity. Another bigger difference between restaurant customer and a common retail customer is that the retail customer wants to leave as quickly as possible after making a purchase, however, for restaurant customers they want to sit for longer, to have a meal, to socialize and to spend time with friends or companions. That is why queue management for the restaurants is even more important. If a customer enters in a restaurants or fast food outlet or café, and they found it is fully packed, most probably they will consider going somewhere else where they can easily get a table.

Furthermore the customer experience is equally important. A restaurant owner or manager might think if people are waiting in queues to have their dinner they are successful however, that is not the case, the people who are getting bad experiences are tend to leave the business. Let say you a restaurant customer is hungry and they have to wait for at least 10 minutes, they will become annoyed and most probably they will sit with a negative mindset, in such customers are more likely to post a negative comment or opinion online, and sometimes if a customer starts with a negative interaction and at the end the food is failed to satisfy them, they might post a negative review in social media or Google or they might tell other about their bad experience, which will not only harm your brand identity but it will also repel them. This could have a very negative impact on the business in long term. It will increase customer churn rate, and it will also harm your reputation. For a restaurant whose customers are mostly from the surrounding areas, having a negative brand reputation could be catastrophic. In this blog we will tell you how you can improve your customers experience by improving your queue management.

Improve Customer’s Waiting Experience

A standard queue management system comes with a digital signage or HD TVs. These displays are used to provide queuing information and to run multimedia content. Restaurants can utilize this these large displays for multiple purposes such as they can provide estimated time for the waiting customers and they can run adverts, promotional content or even entertainment media just to keep the customers busy and distracted from the waiting. Studies have shown that more than 85% of the customers would be happy to pay extra if they are getting a good customer experience. Keeping customer engaged and entertaining them improves their waiting experience. Furthermore the restaurants can play sports, news and music channels to distract their customers. If the customers get engaged with the TV they will going to feel less stress of the waiting time. Hence their experience will improve. Restaurants can offer small eateries, appetizers, etc. to further keep customers happy and engaged.

The restaurant staff always know the habits of regular customers and over the time they also become able to estimate how much time someone will going to take hence they can tell the waiting customers how much more time they might have to wait. The problem is when the staff lied to keep the customer waiting, it is important to be truthful. First thing you are just telling them estimated time as no one can know if the customer will leave after finishing the meal or will they order some drinks or maybe tea or something. So, the customers will also understand that fact. Second thing is if a customer know how much more they will have to wait, they will remain more calm and understanding. Without any clear indication of how much time one have to wait, they easily get stressed. So, providing your customers with an estimated wait time can also improve their experience.

Queue Management System Provides SMS Alerts

Restaurant in Dubai and all across the UAE uses token systems, these tokens are physical devices which are being provided to the customers when they place an order. The restaurant staff have control to notify the customers. When their turn came, the electronic device starts beeping or ringing and alert the customers hence no customer misses their turn. The problem with these devices are that they have limited range, and usually the customer will have to physically present at the restaurant all the time. However, the queue management system have in-built SMS alert system. Which offers more freedom and convenient to the customers and allow them to roam wherever they want whether it is window shopping, or they are going to buy something, they can do so without any fear. Whenever their turn will come they will receive an SMS. A queue management system can also be programmed to send multiple SMS and reminders as well rather just a single SMS. Such features and convenience improve customer experience and increase their loyalty.

Integrate Virtual Queuing and Pre-Orders

The virtual queuing is one of the most modern form of queue management. A virtual queue management system comes with features that allow users to sign-up for virtual queues through remote channels which means the customer or visitor is not required to be physically present in the waiting lines. However, the restaurant can utilize the features of a virtual queue management system to further facilitate their customers and to minimize the wait time. Almost all restaurants take reservations and bookings. The customer reserve their table so they don’t have to wait at the restaurant and they can get the table immediately as soon as they arrived no matter if the rest of the restaurant is full or empty. Usually people reserve tables and then arrive at their time of reservation hence they don’t have to wait. However, the virtual queue management system can enable restaurants to offer pre-order facility through the connected channels. Restaurant can utilize their website, mobile application, email, SMS and call center to take reservations and pre-orders.

Restaurant can encourage their customers to utilize online mediums such as website and mobile application which are very convenient and also doesn’t put extra work on the employees. The restaurant can publish their entire menu on their website and mobile application and they can also update it on daily bases. This allows the customers to not only reserve a table but also order their meal. Such orders can automatically sent to the relevant staff with the time of the reservation and as soon as the customer arrives at the restaurants, they immediately get their food. The customer don’t even have to wait on the table. Another upside is that the average customer service time decreased significantly. Because usually customers can take somewhere from two to fifteen minutes to place the order and if it is a big family or a group of friend, they usually take more time to place an order. This time eventually adds up to the waiting time.

But with the help of virtual queuing all this time can be utilized to serve other customers, this also increase productivity of the restaurant and increase their capability to serve more customers in a single day at the same number of tables. The virtual queue management systems help improving customer experience as well as it also help generating more revenue while ensuring a great ROI in long term.

Queue Management System for Walk-in-only Restaurants

Allowing your customers to reserve a table online and pre-order facility offers great user experience however, not every restaurant wants to do that. In Dubai and all around the UAE there are certain restaurants especially the fast food restaurants which always have long queues during the busy hours. For such restaurants and fast food businesses a queue management system can be a great help, by issuing tickets the restaurant can turn tables more quickly by reducing the delay between first customer and the next customer. The queue management system can keep announcing the next in line ticket number and also inform them about their table, which provide them enough time to get ready as soon as their turn came. Furthermore these restaurant can also apply first-come first-serve policy which also help next customer to quickly find their table and prevent unnecessary disputes and management issues which impact customer experience.

Queue Management System can Collect Valuable Business Intelligence Data

The modern businesses are data driven. The technology is integrated deeply in our daily lives. Not only in Dubai, UAE but all around the world the information technology has become an essential part of a business. Restaurant owners or managers know very well about their peak hours. However, sometime they face unexpected scenarios, it is because without a quantifiable data all they are doing is just making assumptions. However, a queue management system can record each and every customer and relevant statistical data. Which provide restaurant owners and managers with a very accurate and quantifiable business intelligence data. The restaurant owners and managers can easily learn various trends form this data which can help them in making strategies and plans and make them ready for all situations.

Furthermore a queue management system can easily get integrated with other business tools and systems which enables it to improve the data quality. For example, if the orders can be relate to the time and number of customers a restaurant can easily understand the ordering pattern and trends. There are so many other possibilitieswhich make queue management system a great tool for collecting valuable business intelligence data.

Conclusion

Restaurants and fast food businesses in Dubai and all around the UAE have started realizing the importance of the queue management system and its impact on customer experience. For any business the customer experience is very crucial. A bad customer experience will repel your customers and it will also harm your brand reputation. A good customer experience on the other hand can not only increase customer loyalty but it also help improving brand reputation. Here in Dubai and in fact in the entire UAE the market is very competitive. The customers always have multiple options available. On top of that now a day’s customer put experience almost equal to the service or product quality. That is why restaurants are adopting digital queue management systems. A queue management system helps reducing the customer wait time and it ensures a smooth customer flow. Furthermore a queue management system can also improve customer’s waiting experience by offering them a variety of engaging features.

Restaurants can also adopt virtual queue management system and utilize its features to increase their sales and revenue. The virtual queue management also offer remote sign-up, pre-order and multiple other features which enhance customer experience, reduce wait time and increase overall productivity. With the help of a queue management system the restaurant and fast food businesses can serve more customer in a single day which increase their sales and improve their operational capabilities. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject or want us to help you with your queuing problems, please 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.

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May 27, 2022

Why Queue Management Systems Are Essential In Supermarkets

Here in Dubai and all around the UAE the supermarkets, shopping malls, retail stores, discount stores, and other small and medium size retail businesses are booming. In fact in some places you can find more than 10 supermarkets in the same row. This is due to the fact that most of the middle class population lives in flats and high rise buildings, so these stores have enough amount of customers. However, this also provide customers with more options in a close proximity and make the competition very tough. When people visit supermarkets, shopping stores, retail shops and businesses their experience could have very long-lasting effects on them. If a customer had a great experience they will most likely to return, if they had a bad experience they might not return. Another very common behavior is detected in retail customers which is that if they found there are long queues at the counters, they might not even enter the supermarket, instead they immediately move on to the next business. That is why having a good queue management is extremely important for supermarkets.

How a Retail Queue Management System Works

A retail queue management system is completely different from the traditional queue management system where the customers and visitors sign-up for the queues and get a ticket number issued against their position in the queue. In the supermarkets and retail sector the queue management system is rather a bit more of a data collection tool which help managers to get real-time data from the store. The integrated algorithms and AI (Artificial Intelligence) based software engine can accurately predict the crowd formation several minutes (20 to 30 minutes) priors which provide manages enough time to activate all the counters and make sure all the cashiers are at their positions. The retail queue management system relies on a video processing mechanism which accurately measure the number of customers entering in the supermarket and the number of customers/carts at the cash counters.

With the help of previous data and intelligent software engine the retail queue management system can accurately predict the crowd formation and it can also help managers understand the reasons of cart abandonment. This data can help managers refine their future strategy and help them understand the major factors of crowd formation and cart abandonment. Furthermore the system can accurately track the idle time of each individual cashier/service agent, the wait time of each customer and the service delivery/transaction time of each customer. This data can help managers monitor and improve employee performance as well which could have significant impact on service quality and customer satisfaction.

The Impact of Wait Time on Supermarkets & Retail Customers

The retail market is getting very sensitive, the customers are becoming more sensitive to wait time and overall experience. Studies have revealed that the 25% customers don’t tolerate more than 2 minutes of wait time, 55% to 60% of the consumers prefer not to wait more than 4 minutes, and almost 70% to 75% says they would abandoned their carts if they had to wait more than 5 – 6 minutes. The studies was done among selected customer groups from all around the world. In different countries and regions these figures could be different. However we can get an idea of the importance and impact of wait time on customer happiness. The ability to check out quickly have significant impact on customer’s perception of the brand as well. Most of the customers judge a business’s credibility on the bases of the experience they have with them.

A retail queue management system is a great tool to effectively reduce the customer wait time. It provide real-time data updates, and it has in-built automatic notification and alert mechanism which can alert the management and the relevant personals when things go beyond the thresholds. This way the management can also take steps and get themselves ready for increasing number of customers at the counters to prevent long wait time.

Retail Queue Management System Improves Resource Management

Here in Dubai and all across the UAE the supermarkets and the retail sector always have multiple tasks for the cashiers. The fact is that the market is not always crowded, it is just a few peak hours when the supermarkets and the other retail businesses gets too many customers, in such scenarios all the cash counters must be online to expedite the checkout process and to prevent the long queues and crowd formation. A retail queue management system can monitor the footfall along with capabilities to measure the number of customers at the cash counters awaiting checkout. This ability blended with intelligent software engine enables the retail queue management system to accurately predict the queues. All this data collection and data analysis is done in real time and the results are provided to the managers. Which allow them to get ready for the increased number of checkouts and provide them enough time to gather employees at the counters to ensure a continuous and uninterrupted customer flow.

With the help of real-time data and predictive abilities of the retail queue management system the manager can effectively and more efficiently manage the resources. Furthermore the retail queue management system also maintain the historic data which can be analyzed with in-built analytical tools to understand several trends. The managers can effectively understand the cart abandonment trend, the peak hours’ trend, and even the employee performance and various KPIs. Which help them make policies and build strategies to effectively use resources to obtain maximum efficiency and productivity.

Retail Queue Management System Measures Cart Abandonment

For any supermarket and retail business the tracking of cart abandonment is crucial. The retail queue management system is very good in accurately measuring the cart abandonment. As we already know the customers don’t tolerate much wait time. But the wait time is not the only factor causing cart abandonment. In fact there is another very important aspect of retail queuing that cause results in increased cart abandonments. Several studies and researches have concluded that on an average in a supermarket or any other retail business if a customer found the queue is longer than the 7 people, they are most likely to look up for another counter and eventually they will leave empty handed. This is a very important matric to track. There has been several studies and surveys that showed that almost 85% of the customers avoid such supermarkets and retail businesses where they think they will have longer queues.

The retail queue management system not only accurately measure the number of cart abandonment but it can also correlate it to the number of customers in the queue. The businesses can use this data with the average cart value to estimate how much sale value they are losing on an average. This data can be very helpful for the management in decision making process and they can compare the sales value loss with the expense of hiring a new cashier and make a decision very easily. Such features make retail queue management system a very useful tool for the supermarkets and retail businesses.

Retail Queue Management System Help Improving Customer Experience

Retail queue management system is very helpful in improving customer experience. The customer experience is majorly driven by the wait time and waiting lines in the supermarket and other retail businesses. In order to make your customer happy it is extremely important to make their checkout experience happy. The retail queue management system help businesses understand customer behavior, cart abandonment trends and several other matrices which help businesses effectively and efficiently manage resource. The retail queue management system also have ability to make accurate predictions of crowd formation and send alerts to the manager and other relevant personals. This feature help managers to take necessary steps to prevent crowd and appoint more employees at the cash counters to ensure smooth customer flow. Which not only enhance customer experience and reduce their waiting time but it also help reducing customer churn rate or cart abandonment.

Happy customers experience help supermarkets and retail businesses to gain customer trust, improve brand image and increase their loyalty. The loyal customers can be a great asset for supermarkets and other retail businesses as they are tend to be a good brand advocate and help getting more customers. The real-time data and recorded data can be used in decision making and policy building process and can help business in long term.

Conclusion

For any supermarket or retail business the biggest challenge is always to manage the long queues at the cash counters. The customer experience is pretty much driven by the waiting time they had to spend at checkout queues. A business can easily train its staff to make the checkout process quicker, but it is very hard to control the number of customers lined up at a cash counter. A retail queue management system is specifically designed for supermarkets and retail businesses to help them reduce the customer wait time, it also help them efficiently manage their employees and resources. And it collect and provide real-time data. The managers can use the real-time data to understand customer behaviors and cart abandonment trends. This help them identify the problems that their customers are facing and provide them accurate business intelligence data to help them in decision making and policy building phases.

These traits of a retail queue management system make it essential for the supermarkets and retail businesses. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject or if you want us to help you with your queuing needs, please 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.

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May 18, 2022

Why Queue Management Systems Are Essential For Modern Businesses?

Businesses want to improve productivity, turnover, and employee performance and cost efficiency all while improving the customer happiness and customer satisfaction. Customers never like to wait in long queues, they want instant services. However, the queues are inevitable in reality. This means the businesses and organizations will have to deal with queues. Here in Dubai, and in fact all around the UAE the market is very competitive and the customers simply have too many choices. One bad experience is enough to make your customer switch to a competitor. Another important factor is that the UAE is one of the most modern and advanced society, people living here are mostly highly educated and the market norms and standards are very high. That is why it is crucial for a businesses to sustain its customers by any mean. The market trends, customer’s preferences and competitors are all important factors to consider for a long term strategy. Now a days, a regular or ordinary customer place their experience equal to the quality of the product or service they are obtaining. That is why the customer experience had become an absolutely necessary aspect of customer satisfaction strategy.

The customer satisfaction is mainly based on customer experience, whether it is with your product or services, staff, customer support team, sales team, or even through digital channels. That is why it is important to improve customer experience at all the touch points. In our today’s topic we will cover only the customer experience at the business premises or at the branch. The customer experience includes each and everything from signing up for the queue to getting the service or making the purchase and even afterwards. The waiting time, long and poorly managed queues are major causes of customer dissatisfaction. Studies have shown that in general a customer can wait for 8 to 12 minutes comfortably, after that the customer starts getting annoyed, anxious and stressed. This wait time is even lesser for certain businesses. That mean either the business will have to find a way to serve the customer before that safe waiting time limits or the business will have to find a way to increase that limit.

A queue management system is the best solution to that problem, it can not only help businesses to reduce the wait time but it also help businesses to increase that limit by engaging customers and improving their waiting experience during the customer journey.Here is how a businesses can utilize a queue management system to increase customer tolerance to the wait time while reducing it simultaneously.

What is Queue Management?

Most of the time people line up to avail a service at a business. This happens when the counters or servers are less and the customers are more. That is the case almost all of the time at many businesses. Such queues are mostly unstructured and not properly managed. Which results in several problems that both the customers and the staff also faces. The queue management is the process or technique to manage those queues with more efficiency, efficacy and flexibility which facilitates both the customer and the staff of the business. Basically the queue management’s primary aim is to enhance customer experience, reduce their stress and improve the customer journey. In parallel to that the queue management also improve staff performance and productivity. This altogether improve the overall profitability of the business by making customer satisfied and loyal. Happy customers also help improving brand reputation and credibility.

What is a Queue Management System?

A queue management system or QMS is a tool that is used to effectively and efficiently manage the customer queues. The queue management system is used to manage the waiting time, customer flow and customer experience. It also collect valuable business intelligence data for the businesses which help them improve the customer experience and customer journey. The queue management system also provide advanced monitoring and management features which can be applied at multi-branch setup and help the main branch or head-office to gain a better control and monitoring over all connected branches. A queue management system is a mixture of software and hardware. The software is usually an application with multiple interfaces for different group of users. The hardware usually consists of an interactive kiosk or a ticket dispensing machine, which dispense the queue numbers for the customers. There is a digital display which is used to provide queuing information and update in the waiting area.

Almost all modern day queue management systems use audio announcement system which announces the next ticket number and the counter where their turn came. Along with that it also depends on the needs and requirements of the business. Some businesses also include a lot of other software and hardware features. The queue management systems can easily integrated with the central information center of the business as well as with other enterprise solutions and business tools. This capability significantly increase the efficiency and effectiveness of the system and also allow the businesses to introduce innovative features and customization which can help them further improve customer experience and various internal business processes that can impact customer experience.

The queue management systems are built on a very widely available hardware technology which makes them compatible with millions of hardware peripherals and interactive devices. Businesses can use a variety of hardware devices to introduce new features which please their customers and simplify their journey. Here in Dubai and all across the UAE mostly the simpler versions are used and major focus is at the software side, however, the interactive ticket dispensing kiosk can have a variety of hardware devices such as Emirates ID Reader, Barcode & QR Code Reader, Smart Card Reader, Document Scanner & Printer, Payment Gateway integration and POS, Biometric, Facial and Retina Scanners, Passport Scanners, and many more. These all hardware accessories are used to introduce new features to queue management system and help businesses in further simplifying the customer journey and improving the customer experience and customer happiness.

What Makes Queue Management System (QMS) Essential for Modern Businesses?

Managing queues and customer experience is a very sophisticated task, it requires a lot of resources and planning. The manual work requires a lot of human resource, planning and still it is not as that effective. Improving customer waiting experience, customer journey and customer satisfaction need a lot of information and data analysis. Manually it is nearly impossible to gather all that data and do that kind of analysis with accuracy. Whenever there will be manual data collection, human will involve and common errors and mistakes will be inevitable. That is why a queue management system is essential not only to effectively manage the queuing process but it is also absolutely necessary for monitoring and collecting data which can later help in improving strategies, business processes and customer experience.

Here are a few reasons which makes a queue management system an essential for modern businesses:

Reduce Customer Wait Time

One of the most impactful factor on customer happiness and satisfaction is the wait time. No one wants to wait, everyone wants to get served as quickly as possible. A queue management system streamline customer flow, segment customers into different groups/categories as per their needs, direct them to the right counter and completely automate the customer flow process. As soon as a customer get served on a counter, the next one is automatically called via audio & visual announcements. And that is not all, an efficient queue management system can also be helpful in various other steps of the customer journey. For example via agent portal or agent interface a queue management system can help reducing the agent’s efforts, which keep them more focused on their primary tasks. Hence they can deliver even better customer services which makes your customer happy and satisfy.

The automatically managed waiting lines, doesn’t cause much complaints as everyone knows the queue is controlled by the computer so everyone knows everyone will be treated equally, no one can line jump, and no agent or staff can favor anyone, etc. Such complaints are common in manual queues, even though the businesses put a lot of efforts to reduce them, people would still have such complaints in case of manual queues. That is why the digital queue management eliminates a lot of problems, makes customer happy and also enable staff to serve more customers in a single shift. Which in result also reduce the average customer waiting time.

Reduce Perceived Wait Time and Improve Waiting Experience

The perceived wait time is always higher than the actual wait time. Have you ever noticed, during the rush at the high way or at a grocery store the waiting line next to you felt faster than that of yours. However, when you switch it the reverse happens! It is just a perception of human brain. Sometimes we think the time is moving slower than it actually is. This is mostly due to boredom, waiting or lack of interest. The same happens at your business too. Your customers might think the time passed is more than the actual time passed. Another factor that contributes to increase perceived wait time is the absence of any other engagement, or one could say distraction. A queue management system provides the both, it actually reduces the actual wait time and it also help reducing the perceived wait time. A standard queue management system uses large display screen, these screens are used to display the queuing information. Businesses can use those screens and enable audio and visual announcements which can easily distract the customer from focusing on being waiting in a long queue.

Businesses can also use another trick which is mentioning the estimated time to turn at the ticket. With the help of a queue management system this can be done easily. These features and a lot many other such features help businesses in reducing both actual and perceived wait time. When the actual and perceived wait time is reduced and during that wait time the customer is engaged with regular audio announcements, large bright display screens in front of them and with the estimated time to their turn, they feel more comfortable and in fact they can tolerate more wait time comparing to the situation without all those features.

Virtual Queuing Literally Reduces the Wait Time to None

The virtual queuing is not a new technology, in fact it is present since a long time, but since past two to three years the virtual queuing caught the attentions of the businesses in Dubai and everywhere in UAE. Businesses are adopting to virtual queuing on a rapid pace. The virtual queuing has ability to literally reduce the wait time to none. It done so by introducing advanced features such as remote sign-up channels, virtual queues, mobile or remote communication and such features. The customers are free to sign-up for the queue using a QR Code, an online link, SMS, email or even the business website and some advanced queue management systems also offer appointment booking modules as well. Such module ad features enable customers to sign-up for the queues without being physically present at the premises.

This means they are enrolled in the waiting line virtual without being physically present, hence they can easily plan their visit to arrive at the business only when their turn comes. Hence there will be literally no waiting time at the business. The virtual queuing also allow businesses to communicate with the customers using SMS, online links, mobile apps and other digital channels which enhance customer experience and increase their satisfaction.

Automatic Customer Flow Management Improves Customer Experience

A queue management system has a very intelligent software engine, which can be programmed as per the needs and situation. The businesses can use these features to setup a customer flow plan. Each business offers multiple services and each business deals with different categories of the customers who are attributed with different levels of priorities. For example, for certain services a business could have exclusive counters. For certain customers a business could have exclusive counters, such as for premium or VIP customers a business have policy to prioritize them at highest then there could be a dedicated counter for people with special needs and so on. All these variables can be programmed in the queue management system and it can automatically control the customer flow and customer journey for each customer category by automatically segregating them as per their priority or any other attribute.

Furthermore businesses also have different types of services, such as some businesses offers some services which can be delivered through a single counter, some services are meant to be delivered by multiple counters, such services are called stepped services. A queue management system can efficiently manage each type of customer flow as per the programming or setting at the admin panel. Hence the businesses doesn’t have to appoint additional human resource to guide and help customers, in fact the queue management system can do the job. This not only make the customer journey hustle free but it also save a lot of resources to the business.

Reduce Employee Work Load and Improve Employee Performance

With the manual queuing the employees are always engaged and distracted with so many other things. They could easily deviate from their primary tasks, which cause delays and poor performance. The employee feel under pressure, they feel more workload and their performance decreases. With the queue management system in place, the employees don’t have to worry about managing the queues, or solving disputes between the customers or listening to their complaints, in fact they can completely focus on their primary tasks. This also reduce the workload of the employees they feel working under a balanced workload and the feel much lighter and comfortable which not only boost their performance but also increase their work quality which eventually results in happy and satisfied customers. Moreover the queue management system can also be integrated with other systems and central information center of the business which enables them to further assist the agents and server in task closing and preparation of the next gig. Which also reduce their workload and improve their performance and quality of work.

Collect Valuable Business Intelligence Data (Stats, KPIs, Feedback, etc.)

A queue management system is a digital system and is capable of capturing statistical and system usage data from each and every touch point of customer journey. Which allow the businesses to get a deeper insight to the customer experience and customer journey. It also provides them a window into customer’s mind, and help the management in understanding customer’s liking, disliking, there preferences and much more. The management can also utilize the business intelligence data form the queue management system to understand the market trends and also for product development. The queue management system not only collect stats and system usage data but it is very capable of collecting various KPIs, such as employee KPIs and other important matrices. The queue management system can accurately track and monitor employee performance. The business management can assess employee’s performance and they can learn about their strengths and weaknesses, their performance and they can even set notifications and alerts in case of poor performance. Which are very helpful in taking timely actions and improving employee performance.

The queue management system can also collect customer feedback and make the feedback process very simple and easier for the customers. Which results in increased turnover and high quality customer feedback data. With the ability to integrate it with other systems, tools and database the businesses can develop features to even manage the feedback by performing analysis and generating report and they can also use the queue management system to close the customer feedback loop, which not only eliminate the need of a separate customer feedback management system but also makes the process a lot easier and more convenient for the management and the relevant staff.

Queue Management System Increases Productivity and Profitability

A queue management system is not just a queuing system but it is a full-fledged branch transformation tool. It can help businesses at many fronts. It help them automate several business processes, boost employee performance and their quality of work. And a queue management system can collect and gather valuable business intelligence data which can be used by the businesses to track and monitor performance of various functions and employees and also help them make informed decisions. The Queue Management System is absolutely necessary tool for the modern businesses. It boost their productivity and capabilities to perform well. The automation and digitalization reduce the human resource and also eliminate the need of acquiring various other separate tools and systems which in itself is very cost-effective and reduce help businesses in managing the expenses.

Moreover the customer happiness and customer satisfaction help businesses retain the customers, and improve their brand image. A good brand image attracts more customers and also reduce the marketing and branding expense. All those direct and indirect impacts of a queue management system are very cost-efficient. A queue management system boost a business’s performance, productivity and profitability and ensures a long term growth.

Conclusion

Every business wants its customer to be happy, satisfied and loyal to them. Businesses in Dubai and all around the UAE invest millions in systems and solutions to achieve this goal. However, keeping the cost low, obtaining maximum efficiency and productivity and at the same time ensuring your customers are happy and satisfied. But how a business can achieve this? This is a very difficult question but it has a very simple answer which is a Queue Management System. A queue management system not only manages customer flow and reduce customer wait time but it does a lot more than that. It help businesses understand the customer behavior, customer journey and the customer experience. A queue management system significantly reduce the customer wait time, it improves their waiting experience and at the same time it boost employee performance and increase overall productivity of the business. A queue management system in the long term is a great solution to achieve highest performance, unmatched productivity and great ROI by significant improvement in profitability and cost reduction.

RSI Concepts is a leading brand in queue management systems in Dubai, UAE. If you want to learn more about eh subject or if you want our help to improve your customer experience and boost your performance, productivity andprofitability, feel free to let us know via 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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March 22, 2022

Qualities of a Good Mobile App for Queue Management System

A queue management system has become an essential part of the businesses who require from their customers to visit their offices, branches, stores or customer service centers to avail their services. No matter which industry you belongs to, if you are operating in Dubai or anywhere else in UAE and your customers will have to visit you for certain business transactions, then you must be aware of the queue management challenges. Here in UAE the technology have penetrated far deeper in our daily lifestyle than anywhere else in the region. For instance think of the smartphones, almost a decade ago when the smartphones where in their infancy, most of the people were still using regular mobile phones with button based keyboard and a small digital screen. At that time the maximum one can do was to access the emails, or browse websites, however, the experience was not so good, the amount of available mobile apps were also very limited. However, with the passage of time, the smartphone have become a necessity, for many of us the smartphones are the primary medium to access to the internet, do online shopping, communication and social networks. This revolution compelled many businesses all around the world to seriously consider the mobile apps to enhance their customer experience, journey and communication.

Now a days businesses in Dubai and all around the UAE are proactively exploring the ways to magnify the gains of the mobile and digital mediums. Businesses are offering services that can be accessed and availed from the smartphones. Your entire personal bank is available on the smartphone as a mobile app. People tend to surf internet over their smartphone, in fact the mobile searches have already surpassed the regular desktop/laptop searches. This had a profound impact on customer and business relationships. Now a day’s, the customer also expect from their favorite brand or service provider to offer mobile applications, in fact having a mobile app can add value to a business’s credibility. That is why most of the modern queuing solution such as RSI Queue Management System have in-built integration available for the mobile apps. Businesses can gain a variety of benefits from utilizing the smartphones and offering mobile apps to their customers. In this blog we will discuss how a queue management system can leverage a good quality mobile app to maximize customer’s experience and satisfaction.

A Good Queue Management System Mobile App Minimize the Wait Time

For any queuing solution the primary and most important task is to reduce the customer wait time and improve their experience throughout the entire customer journey. The studies have shown that an average customer can happily wait for just a few minutes, any waiting time longer than that would start impacting the customer experience and will eventually led to unsatisfied customers. No matter what else you do if your wait time is too long, it would be extremely difficult to deliver a happy and satisfactory customer experience. The very first thing your customers will going to notice is the wait time, if the wait time is too long or waiting experience is bad the customer will arrive annoyed or stressed already, which makes it extremely difficult for the service agent to switch their mood and make them happy within the limited time they have. That is why the wait time and waiting experience are crucial for customer happiness and customer satisfaction.

A mobile app integrated with queue management system can offers a variety of features which can be used to reduce the customer wait time and to improve their experience. The problem with crowded waiting areas is that they add to the anxiety and stress of the customers, however the queue management system mobile app allows the customer to sign-up remotely for virtual queues. This enables them to virtually enroll in the waiting lines, way before they physically arrive at the business. It also allows customers and visitors to manage their schedule in a way to minimize the in-premises wait time. Hence the actual waiting time could be a lot less than the estimated wait time. Moreover the mobile app also allow the customer to keep getting updates and feeds of the on-going queues and keep them reminded of their number in the queue. So, they don’t forget or get late. This is a huge leap. It can significantly reduce the wait time, and it can prevent crowd formation in the waiting areas.It also improves the waiting experience as well. The reduced wait time is a key to happy customer experience and stress free customer journey.

Mobile App Improves Waiting Experience and Reduce Perceived Wait Time

The queue management system mobile app can enhance waiting experience and it can also help reducing the both the actual and the perceived wait time. Most of the time when we are in a long queue, we might think that the queue next to us is moving faster than us, if we somehow manage to jump into the ‘faster’ queue, almost in a few minutes we realize that now the previous queue is moving a bit faster, this is just a trick of the mind, in reality, both queues are on the same pace. Usually the perception under stressful environment and circumstances is just the amplified version of the reality. That is also applicable when people are waiting in long queues. So the perceived wait time is always higher than the actual wait time. The mentioning of estimated wait time is another most important aspect of customer waiting time which most businesses often neglect.

We human react differently to the things we know and to the things we don’t know, we have something called “fear of unknown” embedded in our DNA. Whenever such situation arises when we are not aware or certain of the outcome we fear it, and it puts our body and mind into a kind of defensive mode, which generates stress. Same is applicable to the waiting experience, when the customers don’t know how much time they will have to wait, it stressed them out. People start feeling the pressure and it affects their experience. However, with a mobile app, the business can provide all necessary queuing details including live updates, estimated wait time, any changes or even communication can be enabled between the service agents/staff and the customer. Which can provide a great relief and it can help ease down the stress of the waiting.

This also allow the customers to manage their visits more efficiently and resultantly they have to wait very less, in fact in some cases there is literally no wait time, the customers can instantly get served as soon as they arrived at the business. This enhances the customer experience and raise customer satisfaction and customer happiness.

The Mobile App Simplifies the Sign-up By Introducing Unconventional Methods and Mediums

One of the biggest advantage of queue management system mobile app is the simplified sign-up process. In any traditional queuing setup the customers will have to physically arrive at the branch to sign-up for the queue. The sign-up is usually done via an interactive ticket dispensing kiosk. However, with the queue management system mobile app, the customers and visitors can sign-up right through the mobile app, without requiring them to physically be present at the business. The queue management system mobile app can issue electronic tickets or token numbers, and sign them up for the virtual queues. The customers can leverage the virtual queues and wait outside or plan their visit in a way that they reach only at time when their turn came. This can prevent long waiting time and even it can also completely eliminate the wait time. Which is great to improve customer experience and customer journey.

Moreover the businesses can also allow customers and visitors to make changes to their visit if in case they are late or got caught up in something, this also allow the staff to easily fit them in the next available slot and prevent any inconvenience. The customers can also signup for the queues, using SMS, WhatsApp, Email or other alternative methods which also improve their experience and make the process more convenient and user-friendly which is a key to customer happiness and customer satisfaction.

Enable a Direct Communication Channel with Individual Customer via Mobile App

Businesses can enable a direct communication channel with the individual customer via mobile app. The queue management system mobile app can host a bunch of features such as in-app messaging, on-screen notifications, push notifications, alerts and much more. This allow the businesses to keep the customers up-to-date and it also help them improve customer experience by providing them human interaction and live support. For example, in case if any unpredictable scenario arises which could cause delays to the customer’s estimated time in the system, the customer agent can immediately communicate it with the customers and visitors and they can also give them instructions to reschedule or share updates with them with the new schedule, etc. Moreover the customer support agents can also contact customers and visitors to ask them to bring any documents that they might need, or give them reminders of important things, etc. Such communication improve customer experience, increase their level of trust and help businesses build a stronger relationship with them which is a key to long term success.

See More: What are the Key Features of an Enterprise Resource Planning Software (ERP)?

Offer Additional Features with Queue Management System Mobile App

The smartphone are becoming more powerful day by day. This allowed the mobile app developer to introduce a lot of innovative features. The modern mobile app development technologies have become very advanced and cost-efficient, adding more user-friendly features in a mobile app is not expensive at all. That is why the queue management system mobile app can be used to offer a variety of innovative and technologically advanced features which can help both businesses and the customers. For example, if a service required to upload documents or ID of the customers, the customers can be asked to scan or upload these document via their mobile app even before arriving at the business. This will expedite the service delivery process and it make it a lot easier for the customer support agent to deliver good quality service more quickly with less efforts.

Another great feature that a queue management system can offer is businesses locator and branch locator. The locator functionality uses the GPS to learn about the customer’s location, then it pull up the nearest location or multiple locations in the close proximity. The mobile app can also integrate navigation maps, to let the customer navigate to the desired branch/location. Moreover the locator module also provide the live queuing info with the estimated wait time at each branch, which help customers to easily select the branch with shorter wait time. The mobile app can also be integrated with the appointment booking module or it can also have an in-built appointment booking module to let the customers and visitors schedule their appointment at their convenient time and date. The live queuing information, continuous alerts, notifications and reminders can help improving the customer experience.

See More: Efficient Queue Management System Qualities

Collect Customer Feedback via Mobile App

Customer feedback is a very valuable data for any business. Collecting customer feedback help businesses understand various aspects of customer relationship and the customer journey. Businesses can easily identify the areas of improvements, new market trends, their customer’s needs and even businesses can evaluate and assess various business processes and employees who are involved in customer journey. The biggest problem with the customer feedback data is the quality and quantity of the data. In order quantify the customer feedbacks and to be able to produce actionable reports, the customer feedback data must have certain qualities and should also have enough quantity to remove ambiguities and confusions. The mobile apps are one of the most effective customer feedback collection channels. There are two main reasons, first the businesses can easily push customer feedback surveys to the targeted audience at the right place and time, which increases the quality and quantity of the customer feedback data.

See More: Impacts of Queue Management System on Employee’s KPIs

A queue management system mobile app can collect various different types of customer feedback data such as NPS (Net Promoter Score), CES (Customer Effort Score), CSAT (Customer Satisfaction Survey), General customer happiness meter/scale and much more. This data can provide a deeper and much accurate understanding of all aspects of customer journey and customer experience. Businesses can channel the customer feedback data into decision making and policy making process and they can make informed decisions on the bases of the customer feedback data and they can set up future strategies that are more in-line with their customers. This can maximize the customer happiness and customer satisfaction and also give them a sense of importance and connecting with the business.

Gather Business Intelligence Data

A queue management system is a great source of business intelligence data, with the help of the mobile app the data quality can be refined and businesses can collect more details which can help them to improve customer journey, customer experience and customer satisfaction. Businesses can easily collect demographic and geographic data of the customer which help them to understand their customer’s persona and it is also very helpful in providing personalized customer experience on the bases of the preferences, their purchase habits and much more. Moreover the mobile app can also collect various system usage stats and other data which can be used to evaluate and assess the current business processes. Businesses can utilize the queue management system mobile app data to improve their communication, identify the areas of improvement in the customer journey and it also help them identify the causes and reasons that are impacting customer experience and customer happiness.

See More: Virtual Queuing and Digital Customer Experience

Conclusion

For businesses maintaining a certain level of customer happiness while managing long queues is a very challenging task. Studies have shown that the customer don’t like to wait for extended period of time. There is a threshold limit of waiting time, if that exceeds the customer start feeling anxious and stressed which could have devastated effects on customer happiness and customer satisfaction. For each industry the threshold time limit is different, however, it is usually taken as around 10 to 13 minutes. Any time longer than that will going to impact the customer happiness and customer satisfaction. That is why the queue management systems are absolutely necessary for the businesses who need their customer to visit them for certain business transaction. The queue management system mobile app comes with various benefits which can be utilized to enhance customer journey and customer experience. Businesses can also use the mobile apps to collect customer feedback and to gather valuable business intelligence data. RSI Concepts is a leading queue management system and mobile apps provider in Dubai, UAE. If you want to develop a queue management system mobile app or if you want to learn more about the subject, please 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 blog: How Queue Management System can Boost Productivity and Profitability?

February 12, 2022

Queue Management System for Telecom Sectors in UAE

Every business whether it is a telecom service provider or any other service provider needs a great customer experience strategy to achieve maximum customer satisfaction. A queue management system is a combination of software and hardware components designed to efficiently manage the walk-ins and customer flow in the service center. The queue management system have in-built intelligent algorithms and programmed logics, which enables it to direct and route customers to the skilled representative or agent to cater their needs and requests. Different stakeholders take queue management system differently for example the customer experience department take it as a customer experience management tool, the HR would see it as a customer service agent’s performance monitoring tool, the IT will see it as a data sharing tool, and so on. That is another reason all modern queue management system also provide facility to integrate with third-party system to improve data sharing and functionalities. For a telecom sector a queue management system performs various tasks and aid various business processes.

For telecom businesses customer retention is extremely important. People tend to switch very quickly if they had a bad customer experience. That is why it is crucial to address the issues that are impacting customer experience within the customer support and service centers. In any public dealing office the most important task is to manage the customer flow and queues. The customer journey is always assessed on the bases of wait time and customer efforts. If a telecom business offers an effortless customer journey then the customers will automatically feel better about it. The telecom service centers and offices always offers multiple services and they have different priority levels for the customers and visitors. All this could be confusing for the customers and visitors. It also require more efforts from the staff to keep everything in order. However, with a queue management system all this can be automate and digitalized. The telecom business can easily reduce the customer efforts while effectively minimizing the workload of the customer service agents and other employees as well. It has double positive affect on the customer journey and customer satisfaction.

Although it may sound simple but it isn’t as that simple, in this blog we will discuss the queue management system and its features and how a telecom business can benefits from them to ensure a long term and sustainable growth.

Queue Management System Reduces Customer Wait Time

The customer wait time is the most influential factor in customer experience and customer journey. The studies have shown that almost all of the customers start getting stressed and annoyed after waiting for only thirteen minutes. It means that the best scenario is to somehow reduce your wait time to thirteen minutes only. Which is not possible in most of the cases, especially during the busy work hours. That is why businesses use queue management systems. The queue management system not only reduce the customer wait time to the minimum but it also help improving the customer wait experience which reduces the effects of waiting and make them able to comfortably wait for longer time. The customer experience in the telecom sector starts with a simple sign-up process. That is also the first interaction of the customer with the queue management system. The customers sign-up using an interactive self-service kiosk. The kiosk dispense a ticket which contains customer’s number in the queue, estimated time to turn and any other related information.

The sign-up kiosks are also used to collect customer information, for example, for the telecom sector the customer data can be fetched from the customer’smobile number or landline or by simply inputting the customer ID. This way the queue management system already get the customer ID and it can push that data along with any other relevant data that is required to aid the customer service agent, this can simplify the service delivery process and reduce customer wait time. Every queue management system comes with large displays or signage screens, these displays are installed strategically on places where at least one screen is always in view of the customers who are in the waiting area. These screens are used to display the live queuing information including the currently serving ticket, the next few in line, the estimated time for each ticket and any other information that the business wants to display. On those screens the businesses can also run multimedia content which keeps user engaged during the waiting time.

In addition to that audio announcements are always made to alert the customers and they are also a good distraction from the waiting. Such things help reducing the customer stress during the wait time by simply distracting them and keep them busy. Hence the customer don’t mind waiting for even much longer than the thirteen minutes.

Queue Management System Automates Customer Journey and Customer Routing

The customer journey management is basically customer flow management and customer routing, which could get complex and difficult if managed manually. With a queue management system the customer flow management and customer routing is completely automatic. The servers/agents and the staff doesn’t have to worry about any of these tasks and they can focus more on their primary tasks which also improve their performance. For telecom sectors usually a single service delivery is done on a single counter, however, in some cases stepped service delivery is also needed. Then there are certain other conditions for example let say a few services are general and can be offered by any counter, some services are more technical in nature and can be offered by only 2 out of 5 counters and so on. All these conditions makes customer flow and customer routing a bit difficult for manual management. However, with a queue management system all these conditions can be managed automatically.

A queue management system can monitor and log all the activities, it can track employee performance, busy hours, service delivery time and on the bases of these details and a few other parameters it can accurately assess the current work load. On the bases of this understanding a queue management system automatically route customers during their wait time. Let us take the above example again, let say a customer opted for a service that is a general service, which can be offered through all five counters, however, the two exclusive counters are not busy and the three general counters are more busy, then the queue management system will start sending customers to the exclusive counters to reduce the customer wait time and to balance the workload of the counters. The customers who are signing-up for the exclusive services must be prioritized on the exclusive counters. Similarly the queue management system can also implement other company policies such as customer priority and service priority. Exclusive customers, such as VIPs, Corporate, Customers with special needs, etc. would be treated on the priority bases and so on. This is how a queue management system can manage the customer flow and customer routing automatically with the help of in-built intelligent algorithms.

Queue Management System Improves Employee Efficiency

Most of the time in public offices or businesses where the daily walk-in is higher, the staff is always engaged in managing the queues to ensure smoother customer flow. Moreover the queue management system can automatically balance the work load of the employees which improve their work quality and reduce their stress. The queue management system can also identify the customer and/or service they are seeking for, and on the bases of that information the queue management system can prepare the server or agent dashboard beforehand and let the agent focus on the quality of service. This could save a lot of time of the server/agents which help reducing the overall customer wait time. The automation and digitalized control of various business processes help reducing many customer journey steps and also reduce the need of human resource. As most of the processes are automated and doesn’t require any human assistance, the telecom sector limit their number of staff for each branch. The queue management system also help servers and agents by reducing their efforts and aiding the service delivery process which enables them to serve more customers in a single shift. Which obviously reduce per-service delivery cost and improve operational efficiency and profitability.

Queue Management System Supports Third Party System Integration

If any business want to get full advantage of any system the integration is a must have feature. The digital world is way too connected and integrated than we can ever imagine. For any businesses if they want to achieve the maximum efficiency the ultimate challenge is the data flow, communication and updated information. This is applicable for both the human and the digital tools as well. A queue management system allow businesses to integrate it with any other third-party tool or enterprise solution. This data integration is usually done via APIs or secure web services. The data integration allow one system to talk to the other and then get their response, for example, in case of a telecom businesses if they are asking their customers to input their mobile number or any customer ID, the queue management system must have to verify it, which it does by communicating with the system that holds and maintains the customer’s ID data, this integration could be direct or it could be via centralized information center. The purpose is to achieve certain functionalities that help improving customer experience and overall efficiency and productivity of the business.

Queue Management System Collects Business Intelligence Data

One of the most important aspect of any business strategy is the information. Informed decisions always result in good outcome. For a telecom business or branch it is extremely crucial to know its customers, their psychology, their needs and expectations, and the market trends. A queue management system can do a lot more than just managing customer flow. It can keep track of all touch points of the entire customer journey along with various employee KPIs and other system stats and user data that can help businesses to analyze and asses their existing business processes, policies and capabilities. A queue management system can accurately track the entire activity of the day, it can track the average service delivery time for a particular service and also individual service delivery time. It can accurately track which customer journey step took how much time and where bottle necks were formed. A queue management system can also track employee KPIs and their performance, by accurately logging and recording the stats of each user interaction form various angles.

The business intelligence data is too much to be processed by a human being. That is why a queue management system also provide in-built data analytical tools. Which can sort this data into simpler reporting formats. There are several different levels of the reports, for example, the high-level management might only be interested in the number of happy and unhappy customers, the branch managers might be interested in employee performance and wait time, and the customer experience department might be interested into the minute details of each bad interaction. For all those needs the queue management in-built tools to evaluate, assess and analyze the business intelligence data as per the needs. The reports generated from the queue management system can be used by the management to easily highlight the areas of improvements, the market trends, customer’s needs and expectations. The telecom businesses can use this information in planning for the future and improving things that are impacting customers’ experience.

Conclusion

The telecom businesses are the one with a huge daily walk-ins. Most of the time the customers who visit a telecom service center they have to wait for a little longer comparing to other businesses such as banks or hospitals. That is why a telecom business needs a very efficient customer flow management and customer experience strategy. If customers are having bad experience they will not only switch but most likely they will also share their experience with the others. Which brings negative brand reputation. On the contrary a good customer experience promote a great brand image, it earns customer loyalty and help business to grow. That is why the customer experience is considered the backbone for the growth. A queue management system help businesses to improve customer experience and customer satisfaction. It also collect business intelligence data which is crucial for decision making and strategy building. Which help businesses in identifying flaws and areas of improvements. Businesses can also optimize the efficiency and operational capability by closely monitoring various aspects of the customer experience and customer journey.

The purpose of this blog was to provide our audience with a basic understanding of the queue management system and its role in telecom sector. If you want to learn more about the subject or are looking for a suitable queue management solution, please feel free to get in touch with us through our Contact Us page or leave a comment in the comment box below.

February 12, 2022

Efficient Queue Management System Qualities

Businesses in Dubai and all around the UAE heavily rely on digital queue management systems to manage and improve the queuing experience of their customers. A queue management system is an essential part of customer experience strategy. Businesses belong to the services based industries require their customers to visit them all the time. No matter if you are a bank, hospital, restaurant, a small local business or a large size government office, if customers are visiting you then you must have a strategy to manage and streamline the customer flow. A queue management system comes with several advantages, which can improve customer experience, such as the automated queue management and tickets solve all problems associated with ticket-less manual queuing. The queue management system reduce customer wait time by improving employee efficiency and aiding them in their routine tasks. It can also increase customer engagements by displaying multimedia content and live queuing coverage at digital signage. Such features keep the user engaged and reduce the effect of wait time. The employee workload is divided which boost their efficiency and the customer end up getting satisfactory service.

These days almost every businesses is using a queue management system. That means all of your competitors would also be using a queue management system. This begs an important question, how you could differentiate yourself from your competitor? The answer is ‘just do better’. It is extremely important that you offer something better to your customers. Only an advanced and efficient queue management system can provide you a tangible competitive advantage. In this blog we will list the key qualities of an efficient queue management system and what you should be looking for while choosing a queue management system for your future needs.

Signup for the Queue

The very first step for any customer or visitor is to sign-up for the queue. An efficient queue management system always use an interactive kiosk and UI (user interface) to allow customers and visitors to sign-up. The intuitive design makes the process simpler. Usually in Dubai and all around the UAE such user interfaces are designed to support multiple languages. It leaves a very pleasant effect on the customers if their business is able to communicate with them with their native or favorite language. The first thing that the system ask the customers is to choose a language, then it asks them to select the required service from the list. Some businesses at this point also acquire customer identification details but it entirely depends on the business needs and policies. A pleasant sign-up experience help generating a positive vibe. On top of that the system can collect necessary information that can be used to further improve the customer journey. An efficient queue management system can automatically sign-up the customers to the right queue as per their selected service or as per their personalized experience.

Customer Waiting Experience

The customer waiting experience is very crucial for customer satisfaction. A pleasant and relaxing waiting experience always improve customer’s interaction with the server/agent. The wait time is not measured or evaluated in terms of numbers. For example, an efficient queue management system is capable of tracking the record of all the previous service deliveries and also the performance of the server/agent. On the basis of this data it can very accurately predict the expected wait time. The expected wait time should be printed on the ticket. This has very positive effect on customer’s minds. When we are sitting in the waiting area we always feel the time is passing slower, when we are standing in the queues, we feel the queues next to us are moving faster. This is only psychological effect and it has nothing to do with the actual wait time. That is why for the customer experience we consider two types of wait time, one is the actual wait time as per the clock and the other is the perceived wait time which we feel. This phenomenon is very important. That is why an efficient queue management system not only prints the expected wait time but also displays the remaining wait time on the signage screens and large displays to keep the customers and visitors calm.

In order to further improve the customer waiting experience an efficient queue management system support digital signage features to run dynamic content on the digital signage used to display queuing information. These signage are installed on all strategic location so that each and every customer in the waiting area or lobbies can view at least one all the time. The live queuing coverage will give them an impression that all the queues are moving. On the same screen the dynamic and multimedia content can be displayed, which increase customer engagements and keep them busy while distracting and dividing their attention. This has a great effect on customers and the sense of waiting can be minimized. Furthermore an efficient queue management system also use sound systems to make announcements and customer calling in multiple languages, which also keep users engaged. The SMS alerts and notifications can also be added to enhance customer experience and it also provide them freedom to go out while they are virtually present in their queues. Such qualities of an efficient queue management system can significantly improve customer’s waiting experience and help minimizing the waiting stress.

Read More: Queue & Waiting Time Management

Automatic Customer Routing and Customer Flow Management

In any business and organization there are always multiple services. In the office or at a branch a business serves multiple services. For some services there are dedicated counters, for some services there are not. Some services are stepped services and require a customer to go to several counters to get a complete service delivery. Some businesses have different priority levels for different sets of customers such as VIP or Premium customers, the customers with special needs, and regular customers, etc. Businesses also allocate specific counters for specific customers as well. All these variables makes the customer routing and customer flow management more difficult. Difficulties lead to mismanagement and unnecessary delays in the service which have a very negative impact on customer experience. An efficient queue management system is capable of routing customers as per the pre-determined protocols and policies of the business. Which makes the customer flow smoother and quicker. In order to prevent bottle necking, an efficient queue management system is also capable of diverting customers from one counter to the other. Hence the customer journey can be reduced and the wait time can be minimized.

Boost Employee Performance

An efficient queue management system can aid employees in various different business processes. The automation and digitalization provides more control and less hustle. The employees get free from unnecessary tasks, which means they can focus on their primary tasks. This boost their work capability, efficiency and quality of service. In addition to that an efficient queue management system also provide an intuitive agent dashboard. Which is used to provide various controls and information to the servers/agents. The agents can control the customer flow through their dashboard and they can also get customer information and any other data beforehand. An efficient queue management system is also capable of data integration and data synchronization, which enables it to help agents in preparations for the service delivery, reduce their effort in each service delivery and also expedite the service delivery process. All that can be achieved due to the customer identification and/or identification of the service they are looking for. An efficient queue management system also aid the post-service tasks and can automate several steps. All those qualities of an efficient queue management system reduce the employee workload, stress and efforts which can significantly boost employee performance.

Reduce Wait Time

One of the most valuable quality of an efficient queue management system is that it significantly reduce the wait time. The wait time is one of the most impactful aspect of customer journey and a longer wait time can completely ruin customer experience, no matter how much efforts you have done regarding other aspects of the customer journey. It is extremely important to reduce the customer wait time and improve their waiting experience. If a customer had a longer waiting time, they will get stressed, and when a stressed or anxious customer arrive at the counter it is extremely hard to change their mood and provide them satisfactory service. However, if a customer journey is shorter and the wait time is less and the waiting experience is good, the customer will arrive at the counter in a very calm and neutral mood. It is much easier to satisfy customers who are calm and are more accepting towards agents.Moreover the improved employee efficiency, business process automations and improvements and better customer flow result in significant reduction in customer wait time.

Increase Profitability

The automation and digitalization always result in cost reduction and higher profitability. If a business commissioned an efficient queue management system, it automates queuing process, customer journey and customer flow management. Which means a business needs very less human resource to manage this operation. The cost of human resource is much higher comparing to the operational and maintenance cost of a digital system. This significantly reduce the operational cost and resultantly the per-service cost get reduced. Moreover the customer churn is a biggest lost, as most of the customers leave without availing the service due to longer wait time or crowd at the branch. An efficient queue management system results in improved customer experience and quicker service delivery which also prevent crowd formation and enables smoother customer flow that reduce the customer churn rate and increase revenue of the branch/business. Furthermore the queue management system also provide in-depth business intelligence data which help businesses to understand their policies, business processes and employee performance. This information is very helpful in decision making and long term strategy building which also help boosting the revenue and profitability.

Customer Satisfaction Drives Customer Loyalty

The customer happiness and customer satisfaction is considered to be the key to success. Any business’s performance can be judged on the bases of customer satisfaction. As the customer satisfaction means everything is in right order and the performance is at optimum levels. When a customer get satisfactory services from a business, it is most likely to come back and do repeated business. This is called customer loyalty. The loyal customers are a great asset and act as a foundation for the long term success and sustainable growth. Every business does marketing and efforts to promote its brand to acquire new customers. If it keeps loosing existing customer, no matter how much efforts it is putting into acquiring new customers, its growth would be halted, and eventually it will take negative course. The happy and satisfied customers are tend to be loyal customers. The customer loyalty help business elevate and the loyal customers are also good brand ambassadors, they spread brand message and positive feedback though social media, word of mouth and endorsements. The customer loyalty and positive brand image help businesses achieve their marketing goals.

Studies have shown that the businesses with positive brand image tend to do well in their marketing campaigns comparing to the businesses with negative brand reputation. Hence the positive brand image results in better ROI from the marketing campaigns too, which ultimately reduce the cost of lead generation and conversions. Another advantage of loyal customers is that they always stick with the brand, they are always willing to give another chance and they do not quickly switch to another service provider. Studies have shown that the loyal customers also provide better feedbacks and share their opinion and suggestions more openly. The studies have shown that it is 9 to 12 time less expensive to make a sale to an existing customer than acquiring a new customer. In long term this could have a huge impact on the profitability and growth of the business.

Offers Virtual Queuing

Virtual queuing was designed to enhance customer’s experience. Especially it provides a lot of freedom and more flexibility with the waiting experience. However, during the past two years the virtual queuing gain popularity in Dubai and all around the UAE. The virtual queuing enables businesses to let customer sign-up for virtual queues and doesn’t require them to be physically present all the time in the queue. Now a days the virtual queuing is further improved with the functionality of remote sign-up features. It means that a customer don’t even have to come to the office or branch to generate ticket, in fact they can do so remotely or through their mobile devices. There are several channels that can be used for remote sign-up process such as mobile applications, SMS, email, online/websites, customer portals, QR Codes, etc. An efficient queue management system must provide advanced and modernized features to ensure an excellent customer experience and maximum productivity. Once a customer sing-up via a remote channel such as mobile app, they start receiving important information about the on-going queuing, they get alerts and notifications too. Hence a customer can plan their visit only at the time their turn will come. It means that the wait time can be reduced to none. That is why virtual queuing is gaining too much popularity as it reduces the wait time and improve customer experience and convenient.

Enables Third Party System Integration

An efficient queue management system always support and provide system integration with the third party tools and enterprise software. In this modern era of digitalization it is very important that the entire business information center is centralized and connected to everything else. An efficient queue management system can be linked with other systems to synchronize customer data, feedback data, and much more to improve relevant business processes, customer experience and service delivery processes. The system integration allows the queue management system to push and fetch data from any other integrated system or data center. Moreover an efficient queue management system can be integrated with other tools and hardware peripherals such as customer feedback collection tools, touch screens, EID readers, RFID, passport reader, QR Code/Barcode Scanners, etc. Such integration help queue management system to automate various business processes and reduce the customer efforts throughout the customer journey. The integration also enable the businesses to link the reporting and system stats with the other systems and vice versa. The system integration is great to boost the performance and efficiency of the system.

Collect Business Intelligence Data

An efficient queue management system collects business intelligence data and system usage details from each and every touch point of the customer journey. The queue management system also tracks and record employee performance data. For example the system can capture details about the customer journey and customer experience. What services are used the most, what are the busy hours, what is the average service delivery time including each service delivery time as well. The complete log is maintained for analysis and decision making purposes. An efficient queue management system offers in-built analytical tools and data processing algorithms. These tools help businesses to process the business intelligence data and help them identify the areas of improvements. Another great quality of an efficient queue management system is that it also collects customer feedback data. The customer feedback collection gives customers confidence, trust and a sense of importance, which is good to strengthen the customer relationships. The customer feedback data can provide a deeper insight to customer’s minds and help businesses to understand customer’s needs, expectations and problems. Businesses can use customer feedback data along with business intelligence data to evaluate their business processes, quality of products & services, employee efficiency and much more. This information is critical in taking actions and making future strategies for a long term growth.

Conclusion

These days a queue management system is not just used to streamline customer flows and manage waiting lines, in fact an efficient queue management system can literally transform the customer experience and customer journey. An efficient queue management system automates various steps and optimize business processes that are impacting customer journey. A good customer experience drives customer satisfaction which is a key component to gain customer trust and customer loyalty. The customer loyalty have a great impact on brand image. An efficient queue management system also reduce the workload of the employee and boost their efficiency. All these qualities along with automation and digitalization help reducing the cost and improve overall efficiency of the business. In this blog we have listed all important qualities of an efficient queue management system. If you want to learn more about the subject or if you have an enquiry, please 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 blog: What is custom software development?

BLOG OF RSI CONCEPTS

Category: Queue Systems Dubai

How Queue Management System Improves Customer Happiness?

Insurance Companies can Improve Customer Waiting Time with a Queue Management System

Insurance Companies can Improve Customer Experience with a Queue Management System

Insurance Companies can Improve Interaction of Customers and the Service Agents with a Queue Management System

Insurance Companies can Improve Various Business Processes with a Queue Management System

Insurance Companies can Integrate Appointment Booking System and Customer Portals with the Queue Management System

Insurance Companies can Offer Virtual Queuing with a Modern Queue Management System

Insurance Companies can Collect Valuable Business Intelligence Data with a Queue Management System

Conclusion

Which Departments at a School can Benefits from a Queue Management System?

Queue Management System Reduce Waiting Time

Queue Management System Improve Service Quality

Queue Management System Improve Student Experience

Queue Management System Offers Better Control and Monitoring

Mobile Queuing and Virtual Queuing can Have Huge Impact on Student Satisfaction

How Poor Queue Management is Impacting Schools and Students in Dubai, UAE?

Conclusion

Queue Management System Reduces Customer Wait Time

Queue Management System Automates and Optimize Customer Flow

Queue Management System Improves Employee Performance

Queue Management System offers Virtual Queuing

Queue Management System Collects Business Intelligence Data

Conclusion

Queue Management System: Reduces Customer Wait Time

Improve Customer Wait Experience

Improve Customer Flow and Customer Journey

Raise Service Quality and Improve Business Processes

Achieve Customer Satisfaction and Gain Customer Loyalty

Improve Staff Performance and Achieve Staff Satisfaction

Gather Valuable Business Intelligence Data

Reduce Cost and Increase Profitability

Conclusion

Improve Customer’s Waiting Experience

Queue Management System Provides SMS Alerts

Integrate Virtual Queuing and Pre-Orders

Queue Management System for Walk-in-only Restaurants

Queue Management System can Collect Valuable Business Intelligence Data

Conclusion

How a Retail Queue Management System Works

The Impact of Wait Time on Supermarkets & Retail Customers

Retail Queue Management System Improves Resource Management

Retail Queue Management System Measures Cart Abandonment

Retail Queue Management System Help Improving Customer Experience

Conclusion

What is Queue Management?

What is a Queue Management System?

What Makes Queue Management System (QMS) Essential for Modern Businesses?

Reduce Customer Wait Time

Reduce Perceived Wait Time and Improve Waiting Experience

Virtual Queuing Literally Reduces the Wait Time to None

Automatic Customer Flow Management Improves Customer Experience

Reduce Employee Work Load and Improve Employee Performance

Collect Valuable Business Intelligence Data (Stats, KPIs, Feedback, etc.)

Queue Management System Increases Productivity and Profitability

Conclusion

A Good Queue Management System Mobile App Minimize the Wait Time

Mobile App Improves Waiting Experience and Reduce Perceived Wait Time

The Mobile App Simplifies the Sign-up By Introducing Unconventional Methods and Mediums

Enable a Direct Communication Channel with Individual Customer via Mobile App

Offer Additional Features with Queue Management System Mobile App

Collect Customer Feedback via Mobile App

Gather Business Intelligence Data

Conclusion

Queue Management System Reduces Customer Wait Time

Queue Management System Automates Customer Journey and Customer Routing

Queue Management System Improves Employee Efficiency

Queue Management System Supports Third Party System Integration

Queue Management System Collects Business Intelligence Data

Conclusion

Signup for the Queue

Customer Waiting Experience

Automatic Customer Routing and Customer Flow Management

Boost Employee Performance

Reduce Wait Time

Increase Profitability

Customer Satisfaction Drives Customer Loyalty

Offers Virtual Queuing

Enables Third Party System Integration