Queue Systems Dubai Archives - Page 7 of 10 - RSI Concepts - Top IT Solution Provider Company in Dubai, UAE

July 31, 2021

5 Signs Your Business Requires a Queue Management System

Every business has its own set of challenges, needs, and ways to handle problems. This sets them apart from others. Businesses in Dubai and all across the UAE invest heavily in improving their products, services, communication, brand promotion, and infrastructure, but often overlook the importance of queue management. This is why most of the customers and visitors end up unhappy or unsatisfied after having an interaction with their brand. When a customer or visitor arrives at the business they want to get served instantly, only a few customers are willing to wait, the majority of them get annoyed if they have to wait for a long time. People usually don’t like being stuck in busy and crowded places. People don’t like to wait which impacts the customer experience. A bad customer experience will harm the business reputation and identity. If people are getting bad experiences more often they will start talking about it with their friends, family and colleagues, even some customers also post on social medias. Which is very bad for a business’s reputation and it could completely ruin a brand.

The queue management and customer flow management and customer journey management problems are not new neither these problems are associated with only certain types of businesses. All types and size of business and organizations are facing queue management and customer flow management problems and having difficulties with managing customer journey. Businesses often assume that their sales are going up, the growth rates are good, so everything is perfect, but in reality that is not the case, there could be hundreds of factors that could give a pump to your sales for the time being, but in longer run if you are oblivion to the problems your customers and visitors are facing, eventually you will end up with a very bad reputation and your revenue and sales will decline.

How a business will know if they need a queue management system? Here are the 5 signs that your business requires a queue management system:

Sign No. 1: Crowded Waiting Areas and Long Queues

That is the very first and most visible sign. If your service centers or offices are reporting crowded waiting areas and long queues you must need a queue management system. When a large number of customers and visitors are waiting to get served by the agent/server, then that means there is some problem. People who have to wait for long time get frustrated and sometimes leave without getting the service. Customer and visitors who have to wait for long time are most likely to have a bad experience with the service agent as well. If you are having long queues in the customer service center that means your customers and visitors will have to wait for a long time and they will also face all problems related to waiting in long line such as line jumpers, customer getting lost, customer ending up at wrong counter, etc. All such problems are causing negative impact on customer experience and customer journey which will eventually ruin your brand reputation as well.

Sign No. 2: Customers Complaints

Some business and organizations in Dubai and all around the UAE thinks that the queues and customer waiting in long lines is a natural mode of customer flow, however there is a threshold between acceptable and unacceptable waiting conditions and wait time. And it gets unacceptable when your staff getting complaints and start noticing unhappy customers who are talking about long wait time or complaining about mismanagement and such things. The customers and visitors will also express their opinion with the service agents. But such customers will be less in number, and in fact there will be only a very few who will ever bother to go through filling a complaint by due process. Mostly the customer will either verbally complaint to the staff who are managing the queues or to the service agents. Only a very few of those verbal complaints will make up to the top management and mostly the staff and employees will try to deal with them by themselves or either discuss with their supervisors and that is it. This is another reason why business often failed to understand the severity of the problem.

Sign No. 3: Increased Customer Churn Rate and Lower Customer Retention

The long queues and crowded waiting areas always increase customer churn rate. The customer churn rate is the measurement of the customers who made their mind to purchase or acquire a service and arrived at the branch but leave without doing so. There could be several reasons but almost 90% of the time the customer churn is caused by the long waiting lines and crowded waiting areas. There are studies suggesting that acquiring a new customer could be 8 to 22 percent more costly than retaining an existing customer. If you start noticing lower customer retention rates, or if you are not getting repeated business from your existing customers, you should have to worry. Because the lower customer retention will impact your profitability it will increase the cost of new conversions. Increased customer churn rate and lower customer retention also earn negative brand reputation. The customers who have already reached to the business but leave without purchase or getting served are the most annoyed customers, the customer who don’t do repeated business are also unhappy and unsatisfied.

Sign No. 4: Poor Employee Performance and Unbalanced Workload

If you start noticing that your employees are performing poorly or serving less customers than anticipated. Or if you employees are serving less customers than before, or if your employees are also complaining about the work load and the management is also noticing unbalanced work load, some employees are busier than the others and other such issues, then you should seriously consider a queue management system. Mostly business in Dubai and all around the UAE invest heavily in employee training and employee performance management solutions, however very few business take steps to improve employee performance. It is a general believe that if an employee is performing bad then they must need more training, however this is not applicable all the times. Sometimes the employees are skilled enough but they are lagging support they need. That is why sometime the employee too complaint about the unbalanced workload or request for assistance from other employees and so on. It is extremely important that your all employee work at their full potential and are happy and satisfied as this will directly impact on customer experience and service quality.

Sign No. 5: Lack of Business Intelligence Data

Business intelligence data is a broad term used for a variety of different data types which are relevant to the businesses and are very helpful in decision making and future planning. In Dubai and all around the UAE the markets are very competitive and the customers are very up-to-date. It means the market trends and customer’s expectations are also continuously evolving. In order to deal with such scenarios business often require to update their policies, strategies and business processes. When it comes to customer journey and customer satisfaction related policies and strategy the business require very precise and accurate data to understand and evaluate their current business processes and current strategy. Which is not possible without having a system in place. It is very hard to track customer churn without having a record of the customers and visitors who have signed up for the queue. It is impossible to track the service delivery time accurately without any system in place. The employee KPIs (key performance indicators) can’t be measured manually with optimum precision and accuracy. There are so many different variables that impact customer satisfaction and customer happiness, which all are required when making a decision or making policies and planning for future.

How a Queue Management System can Help?

A queue management system can streamline customer flow and help the employee in managing queues. The automatic queue management and customer flow eliminate the human intervention which rectify all major problems and significantly reduce the wait time. The queue management system facilitates various business processesand automate customer journey which reduce the workload of the staff and employees. The employees can easily focus on their primary tasks and all their efforts which was consumed in managing customers and queue will be preserved. This way the employee can provide better quality service and their capacity to serve customers in a single shift also increased. Which help the business in reducing the staff and improving branch profitability.

As the customer flow and the entire customer journey can be managed through the queue management system it is easier for business and organizations to implement new rules and policies. The queue management system manage and route customers and visitors as per these policies and pre-set configurations, which further improve customer experience and reduce the customer journey. This increase customer happiness and customer satisfaction and reduce customer complaints. A better environment and good management reduce the customer churn rate. Once customer start getting good and happy customer experience they become more loyal to the business. Loyal customers are easy to retain and business can easily get repeated business from their existing customers. The loyal and happy customers are tend to be good brand advocate and they promote the business which improve brand reputation and help business in promoting a positive brand identity.

A positive brand identity, loyal customers and efficient operation attracts more customers and also improve conversion rate form marketing efforts. Altogether these all factors increase the profitability and revenue. Another great advantage of a queue management system is that it provide intensive business intelligence data. It can capture data from all touch points, KPIs and system stats also provide great business intelligence data. These days most of the modern queue management system also collect customer feedbacks through an in-built customer feedback and survey module which also provide great insight on customer journey, customer experience and their needs and expectations. The business intelligence is extremely crucial for policy making, strategy building and identifying the areas of improvements. The management can easily take good decision on the bases of such data.

Conclusion

Business and organizations in Dubai and all across the UAE are very keen to improve their products, services, quality, communication and what not, but unfortunately mostly the queue management is over looked. In fact most business believe that having long queues and crowded waiting areas is a normal way of the customer flow. However, the long wait time, poorly managed queues could have the most devastated impact on customer experience. A bad customer experience results in lower customer retention and lower customer satisfaction. Unsatisfied customers results in negative brand reputation and distrust among the targeted audience which also results in poor conversion rates of the marketing efforts. Whereas the positive brand identity and good brand reputation build trust, help businesses in improving customer retention and higher conversion rates.

If you are witnessing long queues and crowd in your waiting area, which means the customer flow is not good. If you are getting more complaints from the customers and visitors and your customer churn rate is increasing and customer retention and repeated business is decreasing that means your valuable customers are going to the competitor. If employees are showing signs of unbalanced workload and performing less than expectations, it means they are not satisfied and/or having too much workload. If you are finding it difficult to understand your queuing situation and business processes or if you are finding it difficult to identify the areas of improvements, it means you are lacking sufficient business intelligence data. For all those problems there is only one solution and that is a queue management system. RSI Concepts is a leading name in providing most efficient queue management systems in Dubai and all around the UAE. Feel free to reach us out 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: Qualities of Top Queue Management System

July 28, 2021

Importance of Display Devices in Queue Management System

A queue management system is a very powerful customer experience and customer journey transformation tool. Businesses in Dubai and all around the UAE are heavily relying on queue management systems to manage and improve their customer flow and customer satisfaction. There are several different parts and features of a queue management system however the display devices are one of the most important components of any queue management system. No matter what type of queue management system or queuing you are using the display devices will always dominate. The human brain reacts well to visuals than any other information. The display devices provide helpful information, data and help customers in routing them throughout the entire customer journey. That is why display devices are extremely important. A queue management system is a combination of a lot much different software and hardware components, which is why learning about those components will help you selecting the most suitable queue management system for you.

Let’s begin with a list of the digital display devices used in a standard queue management system:

Interactive Touch Screen Kiosk
Digital Signage Screens
Counter Plates
Digital Signs (for directions and routing the customer flow)

All the above-mentioned display devices are used in a standard queue management system. There are different types of queue management systems available in the market. Here in Dubai and across the UAE there are two classifications of queuing systems, first is generic which can be used in any scenario, the second one is dedicated or purpose-made queue management systems. No matter which type of queuing solution you want to use the display devices will be a part of it.

Here are the details of all display devices and their application:

Interactive Touch Screen Kiosk

The very first interaction of a customer or visitor with the queuing process is the sign-up for the queue. The ticket dispensing kiosk is usually a touch screen, which lists a number of services and the customer or visitor can chose any of the list as per their needs. The customer/visitor registration and many other tasks can also be done at the queue management system’s interactive kiosk. Usually the smaller kiosk are used such as 14 Inch, 15 Inch and even smaller are also popular in Dubai and other emirates of UAE. However, for certain applications where the user interface requires to offer certain features and functionalities bigger screens can also be used. The main objective of the interactive kiosk is to minimize the customer efforts and to make the process automated and more managed.

Usually TFT LCD screens are used with different touch panels. There are different touch panel technologies such as IR touch, ultrasonic touch, and capacitive touch and so on. All have different applications, the capacitive touch is the most accurate and highly responsive. Whenever some data entry or slightly longer than usual customer interaction is required, capacitive touch is the preferred choice. The capacitive touch is very sensitive and it also have in-built multi-point touch capabilities. It entirely depends up on the application, for example if the customer or visitors are required to choose an option from a pre-defined list, then the IR touch or any other touch will also work and suggested as the capacitive touch is more costly than any other touch technologies.

The interactive touch display devices are critically important, as they will be the very first interaction of the customer with the brand. If that display fails to satisfy the customer the customers will be unhappy, unhappy customers are harder to satisfy and they could get annoyed quickly, they will be impatient while waiting and will be less understanding with the servers/agents. This will impact the overall customer experience and will have a very negative effect. So, the interactive touch screen kiosks should have excellent display devices and high-end technology that work flawlessly and meet the expectations of your customers and visitors.

Digital Signage Screens

Once a customer or visitor signed up for the queue the very next interaction they will have will be with the large display screens. Usually these screens are used to display the queuing information and provide live updates and status of the ongoing queues. These screen also help with the announcements and customer calling. The very common mistake that business made with these screens is either they install less screens or even if they install adequate number of screens the displays are out of range, too far or too close. Here the business will have to think critically to choose appropriate places for digital signage screens. The screens should not be too high, neither too low, instead should be on medium height somewhere around 8 to 10 feet. The quantity and the size should also be reasonable.

Remember these screens will be viewed by each and every customer and visitor so the display quality should be good, the screen size and placement should be appropriate. The cabling, media players or any other device which is linked with the screen should be hidden or if it is placed in view then it should be installed nicely and cleanly. These are minor things which most businesses don’t consider but these things have psychological effects on customers and visitors, these minor things will impact the impression of the business in minds of the customers and visitors. Moreover the customers and visitors will focus on these display devices throughout their entire waiting time in the waiting area. So, these screen has to be of good quality, proper size and should be placed on strategic positions where each and every person in the waiting area should be able to view at least one screen without any difficulty.

The digital signage screens not only provide queuing information but they keep the customers and visitors busy and engaged which improve their waiting experience. Business also use large display screens to display queuing data alongside multimedia content or adverts. The multimedia content, adverts and videos boost customers’ interest and make their waiting experience more relaxing and engaging. If a person remains busy then they feel less stress while waiting for something. Several studies have suggested that an average customer starts getting bored after just 13 minutes of wait time. So the multimedia content can be very helpful in improving the waiting experience and as it also displays the queuing information and announcements, so it is easier to announce next ticket.

Counter Plates

Counters plates are equally important for all scenarios. It doesn’t matter if you have 2 counters or 80 counters the counter plates are still very important. Some businesses often use static signs or markings for the counters, however the counter display devices or dynamic digital displays can be very helpful for the management as well as for the customers and visitors. As most of the modern day queue management systems automatically manage customer routing and direct customers to different counters as per the predefined policies, the digital dynamic display devices as counter plates can further help in improving the process.

The agents or the queue management system can push several different information on digital displays or digital counter plates which can further improve customer flow and reduce the chances of any confusion or delay. The agents can push simpler instructions on the digital display devices as well, such as displaying a message ‘please wait a moment’ when the agent accidently hit the next button, or in case a customer who got served had another query or immediately return to clarify something and so on. The agent can display a very simple message such as ‘welcome’ which suggest that the next customer can come now and a lot many such things which help improving the customer experience.

Digital Signs and Markers

Digital signs and markers are also very important for managing customer journey and routing customers. Not all queue scenarios are simple, some are complex, in fact if a business has more than 20 counters, then the customer flow management could get complex, implementing and installing a queue management system could also be trickier. Then there are certain scenarios where some counters are dedicated for certain services or tasks, and there are certain scenarios where a single service delivery require a customer to visit multiple counters, sometime all those counters could be in a single hall or area, but mostly in different areas. These all real-life situation makes it difficult for the customers and visitors as well as for the management and staff.

That is why dynamic digital signs and markers are used which can direct customers and visitors through different steps of the customer journey such as corridors, stairs, lifts, etc. The purpose of using dynamic digital display devices is that these devices can be controlled through the queue management system software either from the agent dashboard or either from the administrative dashboard. So, it is easier to manage situations in different scenarios. Businesses can manage different scenarios for example if they want to change the customer journey in any way they can easily do that by setting up customer route and pushing new direction on the digital display devices, signs and markers.

Conclusion

A queue management system is a very powerful tool to transform customer journey and to improve customer happiness. Customer satisfaction ensures more customer loyalty and customer loyalty help building brand reputation which is necessary for a steady growth. A queue management system have very direct and long term effects on a business. It help increasing customer retention, building brand reputation, improving conversion rate and generating revenues. That is why it is extremely important for a business to choose a right queuing solution and in order to do so, you must have at least basic understanding of the components and operation of a queue management system. The display devices are the most important part of any queue management system, whether it is interactive touch screen kiosk for the sign-up and/or registration process, the digital signage, counter plates or digital signs, all display devices are very helpful in managing customer flow and facilitating them throughout the customer journey, which enhances customer experience and increase customer satisfaction. RSI Concepts is a leading name in queue management system providers in Dubai, UAE. If you want to learn more or if you want to improve your queuing process feel free to reach us out 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: Qualities of Top Queue Management System

July 28, 2021

Qualities of Top Queue Management System

A queue management system is a vital component of a customer satisfaction strategy. Everyone living in Dubai or any other part of UAE has experienced a queue management system at any point in their life. The main objective of any queue management system is to improve customer experience and increase customer satisfaction. The simplest process of a digital queue management system is that a customer or visitor prints a ticket and then waits for their call and then gets served. However, it is not that simple at all. There are certain features that segregate one queue management system from another and similarly those features distinguish a top queue management system from an ordinary queue management system. The studies have suggested that an average customer start getting annoyed after only 13 minutes of waiting, which is why business are investing heavily in queuing solutions to reduce the wait time.

As the technology is advancing the market is witnessing major changes in the customer behavior and market trends. It is extremely important to keep up with those changing trends and demands from their customers. Earlier the queue management systems was only used to handle long lines, instead of waiting in lines customers can wait comfortably in the waiting area, but now things have changed, now a days the customers expect from the business to serve them instantly, no one wants to wait in the waiting area either. This is why the queue management systems has also evolved with tons of new features and technological solutions that help business to improve the customer journey and customer wait time. In this blog we will cover some important qualities and features of a queue management system that will make it the most efficient and most impactful.

Here are some qualities of top queue management system:

Virtual Queuing

Due to the COVID 19 pandemic the customer behavior, market trends and needs have been changed completely. Customer expects a bit quicker and contactless type of queuing experience from their brands. Whether it is a public office, government office, bank, hospital or any other place where the daily footfall is high, the customers expect the business and organizations to offer a better, quicker and safer queuing experience. This suddenly give rise to the virtual queuing and businesses who were not using or not needing any queue management system before are now using queue management systems. The virtual queuing enables a queue management system to manage customer flow through virtual waiting lines. It means that a customer can sign-up for the queue remotely and doesn’t required to wait in an actual physical queue or line. This also enables the customer to wait outside the premises and come only when their turn came. There are many different methods used for virtual queuing, the most common are remote sign-up through SMS, Calls, Email, Appointments, Smartphone Apps, QR Codes, etc.

The customer sign-up using any method and then they can either wait outside the premises or come at exactly the same time when their ticket number is being called. As the customer identifier or ticket has been issued prior to their arrival and their place is secured in the queue so the customers don’t have to wait physically in the line instead they can wait outside to minimize the contact and interaction with other people. The virtual queuing is not only give confidence to the customers and visitors but it literally completely remove the need of waiting in the waiting area or inside the premises, which means the customers and visitors can get served immediately after their arrival. It improves the customer experience and also maximize the employee efficiency which has double effect on the overall productivity of the branch and increase profitability.

Automatic Customer Journey Management

Although this is a basic feature of modern days queue management system in Dubai, UAE. But this feature has enhanced a lot in past few years. Any queue management system provides some level of customer journey automation, but a top queue management system should enables the management to configure the customer journey and to make them able to implement the new or temporary company policies instantaneously. This feature is very important in today’s queuing. As businesses often require to change their policy or to change the customer routes. It could be either due to a temporary scenario or a special occasion or for a certain need. But business often require to modify their queuing policies. A top queue management system should be very flexible and helpful for the management in dealing with such scenarios. The customer journey automation is also mandatory to minimize the customer wait time and to improve the customer flow.

The automatic customer journey feature enables the queue management system to automatically route the customers and visitors to their dedicated counters/server and agents. For example, usually a business is offering multiple services in a single branch having multiple counters. Even in some cases a single service delivery require a customer to go to several counters. Certain agents and servers are trained for certain services and some agents perform well for certain services. This is why in order to maximize the operational efficiency and to maintain the ultimate customer experience the business require a queue management system that can handle all these variables automatically.

Queue Management System Smartphone Apps

Smartphone apps have been integrated too deep within our society. In Dubai and all other emirates of UAE the smartphone apps are very popular. The government is stressing on the importance of going green and digitalization. There are tons of government services that are being offered through the smartphone apps. Another reason of smartphone apps getting popular is that in the entire UAE almost everyone owns a smartphone and have access to the internet. People love to spend time on their smartphone, in fact there are certain clusters of society who spend more time on their smartphones than on the laptops or traditional computers. Which makes them even more important for the marketers and business belongs to the service based industry. A queue management system smartphone app added value to both the customers and the management.

The queue management system smartphone apps enables the customer to sign-up remotely from their mobiles, it improves the virtual queuing and help management to minimize the wait time which enhances customer experience and improve customer journey. The smartphone applications can offer a lot of features which enhance customer experience and customer journey. The customers can book an appointment from the apps. The customer can search for the nearest branch, and also find data for those branches which help them planning their visit. The customer can learn about the busy branches, current queuing details and much more. The real-time updates, notifications and support for virtual queuing also add value to the customer journey and customer experience.

Dedicated Agent Dashboard

Dedicated agent dashboard is very helpful in improving employee efficiency and making service delivery process easier which also impact customer satisfaction and customer journey. The agent/server can monitor and control the queues from this dashboard. Each agent will have to login to their dashboard at the start of their shift, this way the queue management system will be able to identify the agent/server and then the system can collect stats, capture various data inputs, and measure KPIs (key performance indicators). The dashboard can capture different types of data such as the agent’s progress, how many customers are being served. How much time consumed for each service delivery, what is average time for a single service delivery. What services are delivered quickly and what services took longer. Comparison can be done. The services can be easily identified at which the agent/server is good and vice versa. This way the management can manage the agent’s position and their tasks to improve efficiency.

The agents can also utilize the dashboard to aid their service delivery process. The agent dashboard can offer a variety of standard and customized features which can be designed to aid the service delivery process. For example the customers data can be pushed to the agent dashboard easily or from the agent dashboard to customer repository or it can be linked to the centralized information center. This could save a lot of efforts which reduces the service delivery time, improve customer experience and increase employee efficiency. The agent/server dashboard can be completely customized to add features and functionalities that can facilitate the service delivery process and it also collect important statistical data which help the management in decision making and planning for the future strategies.

Real-time Monitoring and Remote Management

Any top queue management system must have this quality. The real-time monitoring and the remote management is very helpful for the management. The queue management system allows the top management at the head office to be able to access any or all connected branches. The head office can push new policies, extract data, assign new job roles for the staff and branch management and they can also control various other aspects of the queuing process. Which is very helpful for the head office and it also prevent any additional work and cost of manually implementing company policies and strategies to each location. In order to enable this feature the queue management system must have a dedicated server or server side application. This queue management system server connects with all branches and mostly all the computing and processing is done at the server. This enables remote monitoring for the head office as all the data and stats are being stored at the server which can be accessed from the head office.

This connectivity also enabled the remote management. The head office can remotely monitor and manage the entire organization from the head office. The head office management can access any branch at any time and monitor the live feeds from the queuing process. The head office can push new rules and policies to any branch or to the entire organization. The head office can extract statistical data, KPIs and they can generate reports from any branch. The real-time monitoring and remote management provides a great advantage to the top management. Everything can be accessed remotely which save a lot of time and efforts as well. If the head office has data from all the branches they can understand the trends, customer behavior, agent/server performance and much more with more clarity and accuracy.

Customer Feedback

Any queue management system these days is incomplete without customer feedback features. The Dubai and all other parts of UAE have a multi-cultural societies which comprises of people from each and every nationality and ethnicity. This is why the UAE market acts and behaves slightly differently and are considered to be more customer/consumer friendly too. The economy is growing rapidly, the competition is increasing day by day. Businesses are investing a lot in innovation and modernization, in fact businesses keep updating their IT infrastructure after a few years only. This makes things tougher for the marketer and the management. It is extremely important to understand your customers to ensure a sustainable and continuous growth. The customer satisfaction and customer retention are crucial for growth.

A Customer Feedback system is the only tool that can provide a very direct and unfiltered customer opinion. I think whoever is living in Dubai or any other part of UAE for some time must be familiar with the small touch screens, or tablets or kiosk placed next to the serving counters. Which ask the customers and visitors to provide their feedback. A top queue management system must have this quality. These days all modern queuing solutions comes with an in-built customer feedback module. Which enables the business to collect vital business intelligence. The customer feedback data is critical for improving your products and services, enhancing customer experience and customer journey. The business can also accurately measure several different KPIs with the customer feedback module. Which are very helpful for the management in making decisions and taking actions to improve customer interaction. The customer feedback also build trust among the brand and its customers and it improves business’s reputation.

Business Intelligence Gathering

Business intelligence is not a particular data, in fact it is a blend of several data feeds coming from various touch point throughout the entire customer journey. Any top level queue management system must gather and provide business intelligence in the form of actionable reports. This requires a very smart software engine with capabilities of data analytics and data processing. Collecting data is extremely important, but creating actionable reports from that data is also equally important. If a queue management system is collecting tons of data but failed to provide comprehensive and summary reports in an easy-to-understand formats, it could cause problems rather solutions. The top management or head office can rely on the business intelligence to form their future strategies and policies. The reports, stats, KPIs, system usage data and other indicators will help the management to identify the areas of improvements whether it is the customer journey, or agent/server, or product/service quality itself, the business should be able to easily identify and rectify the problems by relying on these reports and statistical data.

A good queue management system should be able to meet all those needs. There should be customizable reporting module, which allows the management to extract data and generate reports as per their needs, rather only daily, weekly or monthly reports. The data should also have to be presented in several visual formats which are easy to understand for the top management. These days we are also witnessing that modern queue management system allows intensive system integration and data synchronization with other enterprise tools and software. Which makes it easier for the management to prepare and compare data from various sources. Such features are very helpful or the management in taking actions, making new policies and identifying the areas of improvements to ensure ultimate customer experience.

Conclusion

A queue management system have transformed into a powerful customer satisfaction solution instead of a simple customer flow management tool. Each business and organization have different goals and objectives but still the basic remains the same. Everyone wants to improve customer journey and customer experience to achieve higher customer retention and customer satisfaction rates which ensures steady growth and high profitability. A queue management system must have above mentioned features in order to help business and organizations to achieve their goals and objectives. Virtual queuing, customer journey and business process automation, integration with other enterprise solutions and business tools, customer feedback collection, real-time monitoring, remote management, reporting module, business intelligence collection and KPIs are the basic necessity of any modern day queuing solution. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you need to improve your customer experience and customer journey, feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you.

Check out this: 5 Techniques to Integrate Customer Satisfaction Survey with Queue Management System

June 20, 2021

Queue Management Challenges 2021

As the year 2020 had a huge impact on everyone, the customers are expecting a bit more digital experience. The year 2021 brings new challenges for queue management and queuing systems as well. Businesses in Dubai and all across the UAE will have to adopt digital solutions in order to meet the expectations and needs of the customers. The customer interaction should also be improved by adding digital interactions and experience. Nowadays the price has become a secondary factor when it comes to the customer loyalty, instead, the experience and interaction is the most important factor in customer loyalty. If you are offering a good price but not a good interaction your customers will soon leave you. Investing in customer experience projects and strategies such as queue management systems is a long-term investment, it could literally double up your revenue in three to four years. However, if your customer journey and customer experience are slightly less than the average you will immediately witness a decline in revenue, and customer retention will become harder. This scenario results in a lot of challenges for the queue management systems as well.

Here are some challenges for a queue management system in 2021 and their reasons:

Challenge No 1. The Impact of Pandemic

The customer experience was earlier ruined by the crowded waiting areas and long queues. Businesses have to find innovative ways and solutions to manage such scenarios. After the pandemic of the COVID-19, this has completely changed, now businesses not only have to handle the queues but they must have to deal with the social distancing and health and safety regulations as well. Here in Dubai and all around the UAE the governments have very strict policies and regulations, which are great for the health and safety of the public and society but for the business, it becomes even harder to manage the customer flow under such circumstances. The queue management systems earlier were programmed to automate customer journey and customer flow, now they must have to manage and control the number of customers allowed to be in the queue in order to implement social distancing.

Another most important factor is that businesses all around the world are actively seeking methods to cut costs. In such scenarios, expensive solutions or bulky upgrades are not an option for most businesses. This means that the queue management systems must have to be very cost-efficient and very effective to deal with social distancing and such scenarios. A queue management system will have to provide additional features and functionalities to aid the management in handling such situations at the same time it has to be very cost-effective too. If we talk about the long-term gains, queue management is an excellent customer happiness solution, as for the short-term gains, leading queue management system providers in Dubai such as RSI Concepts are offering great deals and support for local and international clients.

Challenge No 2. Customer Expectations

Customer expectations is a very important trend to keep an eye on. There are so many factors that influence customer expectations. The more notable are the competitors, the overall market trends, for example, in 2021 all sorts of businesses, public and private sectors, government offices, and everywhere else where ever you go, the social distancing is a must. This lead to a new trend, now a day’s people expect from their brands and service provider to offer certain solutions and systems in place which will help them to implement social distancing and such stuff.

Apart from social distancing, even before that in Dubai and all across the UAE businesses and institutions who are facilitating visitors and customers are always having one or another kind of digital queue management system. This trend led people in expecting a digital queue management system wherever they go. If their brand is not offering a digital queue management system then they will perceive it negatively and they could think that the brand is outdated or old hence they should consider other businesses who are offering better services, etc.

Another important factor is the competition. If your competitors are offering a digital queue management system at their branch, then your customers and visitors will also expect a digital queue management system there and so on and so forth. That is how customer’s expectations are formed and businesses should have to consider those trends and customer expectations when making future strategies and taking decisions.

Challenge No 3. Customer Journey

The year 2021 is the year of digitalization, everything is getting digital. The things that can’t get completely digital are getting partially digital with heavy involvement of digital systems and solutions. That is not all, businesses have changed their practices and methods too. The queue management systems have to adapt to all those changes as well. Businesses are moving towards digital interactions and inventing ways to be as contactless as possible, however, in most cases a completely digital customer journey is not possible. Now a day’s queue management systems are integrated with various other systems to expedite the customer flow and to improve the customer journey. Most of the queue management system providers in Dubai are focusing on innovating new ideas and personalized queue management systems for certain industries.

The general consumer market is leaning towards online and eCommerce. However, the service-based industries that can’t completely go digital are partially digitalizing their services and service delivery mechanisms. For example, virtual queuing is partially digitalizing the customer journey and queue management. The online appointment is helping the health care industry and so on. As per the regulations and laws, only a certain percentage of customers and visitors can be welcomed at a given time. This means that the businesses would not be able to let more people inside the premises to wait in the waiting area. The customers will have to wait outside. In order to deal with this problem the queue management systems adapted to virtual queuing, online appointments, smartphone apps, and such features to help both the business and the customers too.

Challenge No 4. Customer Experience

Another toughest challenge that a queue management system has today is the customer experience. Despite all those factors that are not only changing the customer behavior but also demand a completely different approach to handle customer flow, maintaining the customer experience is a very challenging job. This is why the queue management systems have to adapt to the new trends and requirements very quickly. All the customer touchpoints, interactions, and relevant business processes that were being handled through the queue management systems should be reworked and redesigned. The modern queue management systems in 2021 are not only a ticket dispensing and customer calling setup but in fact a complete customer happiness and customer experience management tools.

The customers are very sensitive these days, especially about their interaction and experience at public places. As the market has shifted rapidly so there is too much confusion among the marketers and businesses, everyone is trying to catch up. In such situations, things could easily go wrong, so it is important to focus and work in the right direction. This demands critical thinking and a better understanding of customer behavior and demands. Although it may sound difficult it is not. These days the most important thing any customer wants is the quickest service delivery, the least wait time, and better human interaction. Well, this is what a customer always wanted. But these days, it is extremely important to focus on these factors to improve customer experience. An advanced queue management system should be able to help management in dealing with such situations.

These days, the overall market trends and the behavior of the general population are changing. The working from home, online schools, eCommerce, and a long list of online services which before that we never thought could go online, have completely shifted the market trends. Now the customers are very comfortable with the digital experience, in fact, prefer digital over traditional methods. So including digital fragments into your business process along with the personalized interaction or human interaction could really boost the customer experience which will increase customer happiness and satisfaction.

Challenge No 5. Virtual Queuing

Virtual queuing is also a modern customer flow management technique. The virtual queue management system is a queuing system that allows the customers and visitors to sign-up for the queue even before physically appearing at the business. There are so many different methods and approaches to attain virtual queuing functionality. Virtual queuing not only allow remote sign-up but also provides the queuing information and various other data directly to the customer using various different mediums, the most commonly used methods are SMS and Smartphone Applications. This data and live status updates are very helpful for the customers as well as for the business.

The virtual queue management systems are gaining popularity in Dubai and also all around the UAE. Virtual queuing can significantly reduce the customer wait time and in fact, it can completely eliminate the wait time. The customers and visitors are already provided with live updates and queuing information so they can come at the exact time when their number is called. Virtually there will be no wait time at all. The virtual queue management systems also reduce the workload of the staff and servers/agents. Which further improves their efficiency and service quality. The customers and visitors can have an excellent user experience.

Virtual queuing can be a little bit challenging if not planned properly. However, at RSI Concepts, we have a highly experienced design team and business analysts. Our virtual queue management systems can not only provide a personalized experience but also provide a very flexible control panel and data collection module for the management.

Challenge No 6. Integration with Other Systems and Tools

In order to cater to the needs of the businesses under today’s circumstances, a queue management system will have to be able to synchronize and integrate with tons of other enterprise solutions and business tools. For example, in order to include a virtual queuing module the queue management system will have to be linked with the Smartphone Applications, QR Code module, Customer Portals, Intranet, ERP, and Sales System too (if required). These are just a few commonly used types of integration. There are several others that are required to ensure the desired customer experience.

Integration is usually done via Secure Web Services or APIs. Integrating one system with another could be tricky but integrating one system with three or four or even more different systems and synchronizing data between all of them could be very challenging for a queue management system. Sometimes there have to be some intermediary applications to make sure everything works as per the plan without any technical problem. These apps should be designed and developed along with the customization of the queue management system as well.

As each and every business has certain business processes and unique methodologies and practices. So the queue management system also has to be very flexible in order to support the businesses in improving their efficiency and productivity without forcing them to change their business processes and methodologies. This could be even more challenging when the queue management system will also have to integrate with various other systems and corporate tools.

Conclusion

As the year 2020 has completely changed everything the customer journey and customer experience that we were experiencing earlier have been completely changed. The pandemic and resulting circumstances have changed every aspect of our daily life. When social distancing is required the digital and online services are the best solution. However, there are still so many businesses that can’t conduct business online. People will still have to visit the business or a local branch to get the service done. The trends have been shifted and the general behavior of the customers has been changed completely. This means that in order to maintain a better customer experience and customer journey, the queue management systems should also have to evolve.

This brings a lot of new challenges for the queue management systems in the year 2021. The new digitalized features and virtual queuing are not new to the queue management system industry. However, earlier multiple different digital services were provided in different types of queue management solutions. But now a day, all those features have to be provided in a single queue management system. The business should also have to maintain the best customer experience, which is also very challenging for the queue management system. This blog was to highlight those challenges and to let our audience have a better understanding of the market trends and the new advancements in the queue management system market. At RSI Concepts we have specialized in queue management systems and various other customer happiness and customer satisfaction solutions. If you need any help or want to get a quote, feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: What are the 7 advanced features of QMS?

June 16, 2021

What are basic features of Queuing System?

The queuing system or queue management system is a combination of software and hardware tools, which allow businesses to effectively manage their daily customer flow. The markets like Dubai and other emirates of UAE are very advanced, modernized, developed, and technologically far superior to any other nation in the region. This sets up very higher standards for almost everything. The economy of UAE is huge and is growing along with gigantic occasional boosts such as the Expo 2020 event which was postponed to 2021 and is just above our heads, the economy is very promising and this attracts a lot of companies and investors to hop in. Which leads to tougher competitions. The competition results in very demanding customers who expect very high of their trustworthy brands.

The queuing systems are at the very top of customer experience management and have a huge impact on the customer journey and customer satisfaction. This is why the Dubai market is full of queue management system providers. RSI Concepts is one of the leading queuing system and customer experience transformation solution providers. There are so many different types of queue management systems advertised these days, and almost all of them are different than one another. However, the basic features of a queuing system are the same. For example, the prime objective of a queuing solution is to improve the customer journey and customer experience along with that the employee performances also got improved, one agent/server can serve more customers in a single shift if an effective digital queuing system has been commissioned.

Here are 10 basic features of the queuing system:

Queuing System Feature 1. Organized Queues

A digital queuing system ensures a well-organized queue. However, with manual management, the management will have to deal with lane jumpers, hustlers, and sometimes confrontations between the customers themselves and between the customers and the staff. This is very frustrating for the customers and for the staff too. If the queues are managed manually then more staff is required to manage everything. In addition to that physical barriers, stanchions, and other things are also required to manage the queues, even then disputes, delays, and troubles are common sites, which completely ruins the customer experience and makes the customer journey terrible. However, with the digital queue management system, everyone has to sign up for the queue. A ticket number or token number is given to every customer and visitor. No one can trespass on other queues, or jump the lines, or any such thing. The chances of disruption are almost none. Businesses can easily organize a queue without requiring much staff intervention.

Queuing System Feature 2. Easy & Automatic Customer Routing

Another problem with manual queuing is that the staff will have to make separate lines, which again they have to manage too. Priority customers or premium customers might also be stuck in regular queues, which is very discomforting and discourage customers from becoming premium or priority customers. But if you are using a digital queuing system, the system can easily distinguish between ordinary and priority customers and visitors. That is not all the digital queuing system also provides automatic management of the customer routes. Let me explain, for example, there are several services offered by a business which usually is the case. Most of the time for different services different counter are allocated and only designated staff to provide certain services. Which requires very accurate customer flow management and customer routing. This can be achieved easily using a digital queuing system.

Queuing System Feature 3. Reduced Wait Time

With manual queue management, a business will have to allocate more resources to manually manage the queues and customer flow. Which is not only expensive but it could cause a lot of trouble too. The manual customer flow management requires staff to manage everything which is very time-consuming, resultantly the customers will have to wait for more. However, with a digital queuing system the customer flow management, the customer journey, and customer flow is managed by the queue management system without any human intervention. The well-organized queues, automatic customer routing, and improved management prevent all the time-consuming problems of manual customer flow management. Which significantly reduces the wait time of the customers. As the staff is being relieved from the duties related to queue management they can focus on serving customers and can serve more customers in the same amount of time. Which reduces the wait time and also improves the customer experience.

Queuing System Features 4. Improved Customer Journey & Customer Experience

The well-organized queues, automatic customer routing, and reduced wait time can significantly improve the customer journey and customer experience. The traditional customer journey starts from the very moment a customer enters the premises and it sends when a customer leaves the premises. The customer experience is the actual experience a customer has going through that journey. It could be either good or bad, if a customer’s experience is as per their expectation then the customer journey is good if not then you should really think about taking action fast. A queuing system not only reduces the customer journey but also makes the customer experience very pleasant and comforting.

The digital queue management system can easily identify the priority customers and the customers who require certain services. Then the queuing system automatically routes them to their designated counters/agents. This feature not only reduces the workload from other counters but also reutilizes the vacant counter for general services. Especially in Dubai and other parts of UAE most of the businesses are offering multiple services and certain counters are designated for certain services. Or in the case of stepped service delivery, when a customer has to go to multiple counters to avail a full service, automatic customer journey management comes in handy and it could significantly improve customer experience.

Queuing System Feature 5. Improved Productivity and Profitability

A digital queue management system is far superior to any manual customer flow management practice. It significantly improves customer happiness and customer satisfaction. The queuing systems are a great tool for businesses to ensure steady growth by improving customer satisfaction. Customer satisfaction helps increasing customer loyalty which further helps businesses to establish a positive brand identity. The positive brand identity then attracts more customers and also help businesses to improve customer retention rate. Which ultimately also results in better conversion rates. As the queue management system improves the customer journey and customer experience, they also reduce the workload from the staff and agents, which enables them to perform well. It means businesses have to pay less for the expenses and human resources. This not only increases productivity but also increases profitability.

Queuing System Feature: 6. Customer Engagement and Wait Time Experience

Any queuing system comes with a certain list of basic queue management system components. Which include a digital signage screen, counter markers, and an announcement system. In Dubai and other parts of UAE, in fact, all around the world a big display is used as digital signage which provides all the ticketing information along with the customer calling announcements. Digital signage can be utilized to play multimedia content or adverts or any other interesting content to keep the customer engaged in it. A known waiting time is far better than an unknown waiting time. All the information on the screen is being updated in real-time along with the multimedia content or adverts it keeps the user engaged and busy. Customer engagement can significantly reduce the stress of waiting. Hence it improves the customer wait time experience.

Queuing System Feature: 7. Centralized Management & Real-time Monitoring

Where a digital queuing system is offering so many benefits for the customers and the staff it also helps the management to effectively monitor everything in real-time. That is not all the head-office management can effectively control and manage any branch from the head-office. All the branches are connected to a centralized management system. All the data captured from the branches are synchronized in real-time with the head office. Remote management is enabled. The head office can push any policy or configuration change from the head office to any branch or to all branches. However, the branch manager will also be capable of managing and controlling the queuing system for their branch and would not be able to access or control the other queue management systems until the access and permission are granted by the head office. The head office can create administrative users with whatever access and control they want to. That is a great feature for head-office management.

Queuing System Feature 8. Reporting, KPIs, and Stats

A good queue management system always captures valuable data and measures KPIs (key performance indicators). Mostly a queuing system capture system usage data, such as which services are most availed, which services take the maximum average time or minimum average time, etc. Such data is very helpful in understanding customer behavior and their demand. Furthermore, the queuing system can also measure KPIs for the employees such as how much customers are being served by any employee on average. How employees are performing during rush hours? How much gap or break an employee is taking during finishing one customer and the next customer calling, etc. This data helps the management to understand the employee performance and their behavior which could be very helpful in arranging training or for other HR activities.

Queuing System Feature 9. Integration with other Systems

The queuing systems are built with very flexible technology and can easily be integrated with third-party systems, corporate tools, enterprise solutions, and other systems via secure web apps or APIs. This integration is very helpful in automating many processes which can reduce the wait time and service delivery time to improve the customer journey and customer experience. Furthermore, the queue management system can also fetch data from various other systems to their interfaces and vice versa. The integration makes way for a lot many advanced features as well, for example, integration with online customer portals, smartphone applications, online booking and appointment systems, ERP, SAP, and many more.

Queuing System Feature 10. Easy Upgrade and Future Scalability

Another very basic feature of any queuing system that you should be looking for is its capability to easily upgrade and expand or future scalability. This is very important. As we have noticed that most of the time businesses expand, once they install a queuing system in one branch, they might want to install it to another branch or maybe all of them. Usually in Dubai and all across of UAE businesses first start with installing such solutions in a few branches then they keep expanding them to other branches. This is cost-effective and it also gives businesses enough room to improve the solution. The queue management systems should be able to keep up with the ever-changing trends, the capability to upgrade, and future scalability should not be very difficult and very expensive. This is what each business should clearly discuss with the supplier before starting the project.

Read More: What is Queue Management System?

Conclusion

The Dubai and other emirates of UAE are all highly advanced and technologically developed societies. The economy of UAE is huge and is very promising for new investors, which means a lot of competition, the competition is always good for the customers and consumers and it indicates a healthy market. Like any other developed nation, the customers in UAE have very high expectations and are very demanding. This further increases the importance of customer satisfaction and customer happiness. A queue management system is a great tool for customer experience and customer journey management. The purpose of writing about the 10 basic features of a queuing system was to provide our audience and customers with a detailed guide on the basic queue management setup and how a business can benefit from the queue management systems.

Although there are so many different types of queuing systems, however, the basic remains the same and the understanding of basic features and their benefits is very important for businesses in order to choose an appropriate solution for them. It is always better to seek advice from a professional queue management system provider such as RSI Concepts. We are specialized in customized queue management systems and customer satisfaction solutions. We are helping businesses and organizations in transforming their customer journey and ensuring steady growth by improving customer loyalty, customer satisfaction, and increased conversion rate. If you are looking for a queue management system or want to learn more, please feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get back to you soon.

Check out this: What are advance components of Queue Management System?

December 9, 2020

How Queue Management System Helps to Provide Better Customer Service

Before we jump into the topic “How queue management system helps to provide better customer service” we should discuss why good customer service and customer experience is important for a business. In modern society the market is completely changed, all the 2 decades-old books and materials are somehow unable to define today’s market trends and customer behaviour. Today a customer has tens of options to choose from, online marketing, social media and platforms have their impact too. Having a wonderful customer experience and a great customer service delivery is so critical to sustaining a loyal customer base which ensures steady growth.

If a customer is repeatedly getting annoyed from your services delivery mechanisms and their experience at the branch the chances are very high that they will switch to another service provider, even if they might have to travel a bit more to reach the branch and they might have to pay a bit extra, they will going to do that. So, customer service delivery experience is critical for your business.

How Queue Management System Improves Customer Service Delivery Experience?

Now, how come a queue management system can help to provide better customer service and a great customer experience? Well, the answer is quite simple, less wait time, and fast service delivery makes an excellent customer experience. No one likes to stand in the long queues, with the help of a queue management system your customers can sit calmly in the waiting area until their turn comes, this also opens a door to a wider range of activities that can help you to engage your customers to make the waiting time more pleasant and easy. You can also market new products and services using wide screens, print media and much more.

How Queue Management System Reduces Wait Time?

By managing the customer flow effectively a queue management system can reduce the wait time by 20% to 60% in various applications. The queue management systems can automatically route the visitors to their designated server/counter, in case if a customer mistakenly got a queue for the wrong service than the service delivery agent can immediately put them in the correct queue and they don’t have to wait again. The queue management system can automatically call in the next customer when a counter got free, this also saves a lot of time. The customers/visitors feel more comfortable if an estimated time to their turn is provided, this also reduces the frustration of waiting for an unknown time period.

Queue Management System provides an Opportunity to Communicate

Large screens and multimedia displays are an essential part of a queue management system. These screens have the ability to not only display the queuing data but also a large space for the marketing and informational content to be presented directly to the customers in the waiting area. As customers/visitors more often look at the screen to see what token number is currently serving and when their turn is expected so, any type of content on that screen or next to that screen will automatically get their attention. Businesses can provide information that can help their customers or adverts for their new products/services or latest offers. This is not only good for generating more leads, but it also reduce the frustration of waiting time.

Queue Management System Improves Service Quality

It is very obvious that if a customer reaches to a counter with the frustration of long wait time or any such inconvenience, they will be stressed out, hence they will be less understanding and less tolerated. Which could also impact on their interaction with the server or agent. But if a customer/visitor had a good time and less hustle in waiting then they will be calm and happy while they reach to the counter. This will automatically create a positive environment and the service quality will be improved automatically. A good customer flow management also ensures less burden on the serving staff and agents, which also ensures good interaction with the customers. Hence the service quality improves.

Conclusion

A queue management system helps to provide better customer service by reducing the wait time, improving the customer flow, enhancing the customer experience and reducing the workload of the agents/servers. It also provides businesses with an opportunity to improve the waiting time experienced by offering interesting/relevant information and marketing content along with the queuing details. Which also minimizes the wait time effects. Queue management systems not only improve the customer journey and service quality but it also provides vital statistical and usage data. This data can be used to make decisions to further improve customer experience and service quality.

Check this out: 5 Paramount Needs of Queue Management System for Schools and Colleges

December 9, 2020

5 Paramount Needs of Queue Management System for Schools and Colleges

In this blog, we will discuss 5 paramount needs of a queue management system for schools, colleges and educational institutions. The management at the educational sector most often neglect the digital queue management systems at their premises which usually results in unorganized long queues with a lot of complaints. But as the student enrollment department, student affairs and internal management offices occasionally got large crowds so they most often don’t collect data of the customer flow in these departments. Apart from that, there are so many reasons that the management at educational institutions don’t invest in the queue management systems.

Here are the 5 paramount need of a queue management system for schools and colleges:

1. Customer Flow Management at Student Enrollment Offices

At student enrollment offices usually, a large crowd could be formed due to short deadlines, or most people do enrollment a few days prior to the last day. Which could cause long queues, with unmanaged students waiting in the lines. The staff is usually not enough to handle such a large amount of visitors, so mismanagement of the customer flow is inevitable. A smart digital queue management system can easily solve this problem.

2. Queue Management System Improves Brand Image

A proper customer flow management with an efficient queue management system can not only help the staff to manage large crowd but it also improves the brand image among the customers/visitors and students. Especially at admission offices, receptions, and admin offices where students, new candidates, parents, teachers, and visitors most often interact with the school or college, having a proper queue management system could help you improve your image and impression.

3. Queue Management System Improves Customer Experience

Students and parents who are coming for new admissions are usually visiting multiple schools/colleges or institutes to choose best for themselves and their children. So whenever they are visiting an institute they start comparing each and everything they have interacted with. If they notice a large unmanaged or the poorly managed crowd at the office, they will immediately get a negative impression, this could also impact their final decision. Of course, there are a lot much that people consider while making such decisions but such things could also have a huge impact.

4. Queue Management System Saves Time

The queue management system can save a lot of time by reducing service delivery and wait time. Having a queuing solution in student affairs, admission offices, admin offices, and other internal departments could save a lot of valuable time for both the students and the teachers. As in schools and colleges, the classes schedules and other activities’ schedules are very tight, usually back to back with a short break after a few hours, this means that the students specifically have very limited time to visit internal departments for their regular tasks. As those tasks often have a deadline, so the students, mostly skip their classes to attend to such matters. Which is very bad for their education. This is why a queue management system could help reduce or completely eliminate such issues, and could save a lot of time.

5. Queue Management System Provides Statistical Data and Insight

No matter whatever industry you belonged to, if you are using a good queue management system it will collect vital data for your business and provide you with a detailed insight of all your services, customer behaviour, customer journey, staff efficiency and much more. In case of educational institutions such as schools, colleges, universities, and other institutes, the statistical data which provides insight of customer journey, service delivery time, wait time, staff performance and visitor traffic could be really helpful in future planning and decision making to improve the overall service delivery mechanisms.

Conclusion

These are the 5 paramount needs of a queue management system for schools and colleges. Obviously, a queue management system has so many benefits and can help the management in understanding the current service delivery mechanisms and customer journey. This helps them to take decisions to improve various processes and overall the brand image. The brand image can directly impact your business in both positive and negative ways. Especially in Dubai and other Emirates of UAE where the competition is very high and the general population is very well educated, your brand image could make or break your business over the night. Having satisfied customers means more business. And a queue management system, if installed correctly in all required places, could give you a competitive edge you can never even imagined before. It is always wise to contact a professional queue management system solution provider in Dubai, UAE such as RSI Concepts. You can get in touch with our consultant via our Contact Us Page.

Check this out: Year 2021 and Queue Management System

November 30, 2020

Year 2021 and Queue Management System

In this blog we will elaborate on the topic “the year 2021 and Queue Management System” along with the current competitive scenarios businesses are facing with the effects of the year 2020 on the market and customer behaviour. The main objective of this blog is to discuss the major queue management system industry trends and future forecast. This will help businesses located in Dubai, UAE and GCC to understand the queue management system market globally and regionally. As we all know that the year 2020 has totally transformed the market and customer’s preferences. In order to meet the customer satisfaction level, the businesses will have to reevaluate and revamp their strategies in all kind of service delivery industries. The current trends are not only showing promising growth in the queue management market but also indicating the importance and impact of an efficient digital customer flow management on the service industry and customer happiness.

Global Queue Management System Market Trends and Forecast 2020 to 2025

The global queue management system market trends and forecast 2020 to 2025 have been prepared from the statistical data and research report published in www.researchandmarkets.com . Research and Markets is a very reputable global market research organization. The report suggests that there will be a 6% growth in the global queue management system market till 2025. Which means a rapid growth in demand for digital queue management systems in coming years. Another market trend that will be responsible for that growth is that more business sectors are already making queue management systems mandatory for various departments. And more business sector will follow the footsteps in the coming years.

You can find the full report HERE.

Due to the current pandemic scenarios, there was strict lockdown all around the world. The governments and communities have responded very well, and now the lockdown has been lifted or eased. Standard SOPs has been formed for each and every business, to ensure the safety measures. The queue management systems are not only useful in managing customer flow but are well equipped with features to prevent crowd formation, maintain and enforce social distancing and other measures. These features will surely contribute to the high demand for queue management systems in 2021.

Post COVID-19 Landscape

As the year 2020 results are partial halt or in some cases full halt in some businesses, most of the businesses started offering their services online. Which not only helps the customers but also the businesses to stay operational. Another positive impact of this scenario was that the businesses worldwide immediately understood the effectiveness and usability of the technology and now the businesses are becoming more acceptable towards technological solutions. This will also cause a rise in demand for digital customer flow management solutions and queue management systems. Especially in Healthcare, Education, Hospitality and public sector. Even businesses are also enquiring us to have a queue management solution at their HR departments, admin blocks, and internal operations. Which is a great sign.

As 2021 will be a very competitive year and businesses will try to improve their sales, services and practices to ensure growth. The queue management systems will not only help to improve the customer satisfaction level, but they will also improve service delivery mechanisms, reduction in waiting time, more manageable and controlled environment at your branch and a lot many other benefits. The virtual or digital queuing solutions also provide a deep insight into the service centre and service delivery process. This could help the management to further improve their practices and adopt new methods and technologies to further enhance the customer experience.

Queue Management Systems in Dubai, UAE in 2021

The queue management system market in Dubai, UAE in 2021 is also expected to grow rapidly, more businesses are opting for specialized or customized queue management systems. As the UAE Government was one of the few governments who have successfully controlled the pandemic, there are standard operating protocols and procedures developed for all types of businesses and public offices. As UAE is already very acceptable towards adopting high-tech solutions, the market is always thriving with innovation and high-tech.

Another great advantage is that the queue management system market in the UAE and also in GCC is fragmented, which also ensures healthy competition and overall such markets are great for innovation and technological advancements. So there are so many vendors such as RSI Concepts, who are continuously evolving their queue management systems and solutions to meet the needs of the market. However, the worldwide growing trend in the queue management system market will also be visible in UAE, in fact, the growth of the local queue management system market will be more than any other region. Especially in Healthcare, Education, and Hospitality sector will witness rapid growth in queue management system demand.

Conclusion

The year 2021 will be the year of innovation and exponential growth in the queue management system market worldwide. Especially in Dubai, UAE where the overall market is very friendly and adoptive towards new innovation and high-tech solutions. We will witness even more growth in the queue management system market than anywhere else. As 2020 has totally transformed each and every sector of the market. The common behaviour and perception of the general public have been changed, now people are more health-conscious and the awareness of personal hygiene is far more than ever before.

Such circumstances will compel the businesses and organizations to take extra measures to ensure a better customer experience. Modern queue management system solutions are very advanced and high-tech with a lot many software and hardware accessories and capabilities to integrate with other enterprise solutions, which will help businesses to provide a unique and very convenient user experience at their branch. This will also improve service delivery and ensures a productive environment.

If you want to evaluate your current queue management system or if you want to upgrade it, then you should be able to understand the basic dynamics of the system itself and more importantly, you should take help and consultancy from a professional queue management system providers. Such as RSI Concepts, we are a leading queuing system and virtual customer flow management solution providers in Dubai, UAE having more than a decade long experience in the field with thousands of active installation. Feel free to approach us via the comment box below of our Contact Us page.

Check this out: Importance of Queue Management System in 2021 for Schools and Colleges

November 26, 2020

Importance of Queue Management System in 2021 for Schools and Colleges

The queue management systems are largely ignored by schools, colleges and other educational facilities. The administrations usually don’t pay much attention to the visitor’s flow and queue management in student-related services. Even most of the time people are complaining about the long queue and prolonged waiting time in the student enrollment area. Usually, the administration thinks that enrollment is once in a year event, but at the same time, it could be the very first impression of your school or college on the parents and students. So it is very important to have a productive and comfortable environment during that period.

As the year 2020 completely transformed our living and working practices. So, the year 2021 will be a new era with new norms and new standards. Maintaining social distancing will be an unspoken rule. Businesses all around the world will try to improve their sales by implementing latest technologies to improve customers experience, the customers’ expectations would be changed, and require more attention to minute details if you want to compete and grow in 2021. Technologies like queue management systems and digital customer flow management can help to build trust and improving customer/visitor experience. Although the queue management systems were considered to be very important for the service industry now they will become essential. Because an efficient queuing system is the only available technology that can help businesses manage the crowd effectively and implement new policies in their waiting areas. As for the schools, colleges, universities and other educational institutions having an efficient queue management system will not only ensure a cost-effective solution to manage the large crowd and customer/visitor flow but it will also help them improve their service delivery mechanisms. In the nutshell, the queue management system will be an essential part of any kind of service industry in 2021. Especially for the schools, colleges, universities and other educational institutions, the queue management system could be very helpful in managing crowds and large customers/visitors flow.

Queue Management System at Student Enrollment Office

I still remember when I was trying to get admission I have visited multiple universities and for one particular institute there was a huge crowd, no line or queues, and the staff was completely helpless to manage everyone, people were jumping the lines and all that. I thought, “If this university is unable to manage this, how would they be in managing other student affairs and academics itself.” This is how people usually think, so having a great first impression is also very important.

Queue Management System at Canteens/Food Courts

In schools and colleges the students will have to face long queues and waiting times, during their lunch breaks, especially if the canteen or hall is small then there would be large queues and crowd waiting for their turns. Most of the time students don’t report such issues, sometimes parents/teachers may complain about it if they notice the students are not taking part in games or play or any such activity during the break. It is because the students will have to stay in the queue and by the time they got their turn, there is no time left for play and other activities. So, this has to be managed properly with a proper digital queue management system.

Queue Management System at Student Affairs and Internal Offices

Students often have to visit different departments especially in colleges and universities where the students are doing a lot many things independently. Such as admission office, transport office, accounts, etc. In such places, an efficient queue management system can save a lot of time. Most of the time students take leave from their scheduled classes to sort things out in such places, and as these offices are operating independently then the students might have to skip a class just to go there and wait in a long queue, this could also impact their studies, so it is very important to have a queue management system and controlled customer/student flow in those offices.

Queue Management System at Libraries

Some large schools, colleges and universities could also face long queues at entrances, and even there could be some days when more free periods are aligned from different disciplines which could lead a crowd in the library or during the exams season. So, having an efficient queue management system is important to prevent any waste of time for the students. Usually, at book return counters, there are always large queues, because in most of the libraries the return counters are fewer. So, a queue management system can not only help the students but also the librarians and clerical staff.

Conclusion

The year 2020 has completely changed the common perception of masses. Now whenever we have to visit any public place, we first think about the interaction and social distancing, etc. That is not all, as the pandemic is also about to an end as does the year 2020. But in the year 2021, the businesses and organizations shouldn’t think that the current mindset will simply be switched off and things will be similar like they were in the year 2019. Maintaining a better customer experience with your current business practices might not be sufficient enough. The competition will also be higher, so if business and organizations want to sustain their existing customers and also want to grow in the year 2021 then they should have to adopt an out of the box approach to provide a great customer experience, what else could be more effective than an efficient queue management system at your premises. Similar also applies to the schools, colleges, universities and educational institutions. Parents and students are more concerned about their safety than ever before, everyone including me and you tries to avoid crowds and congested places, especially no one likes to stand in the long queue. Businesses should have to invest more in improving the customer experience if they want to grow in the year 2021 and queue management systems could be a great investment.

Check this out: 10 Impacts of Website Design on Digital Marketing Strategies

November 22, 2020

3 dimensions of Queue Management System for Hospitals

Usually, in hospitals, the management has to face certain issues such as urgency, lack of data inputs, a huge number of patients and unsatisfied visitors/patients. The main issue is always with the limited resources the management have and sometimes the limited space also. Another common problem with queue management systems at hospitals is that there are certain patients who may arrive later but should be treated earlier, managing such scenarios is always difficult with ordinary queuing solutions. Apart from that usually hospital management always complaint about lack of data input or insufficient data, which also makes it more complex to make decisions regarding customer experience and customer happiness. A queue management system for hospital must resolve all such problem to improve patient journey and experience along with collecting enough data which help the management to take decisions in further improving customer satisfaction.

Here are the 3 dimensions of a queue management system for hospitals:

Queue Management System for Hospitals

The queue management system for hospitals should be operating on linear queuing majorly with an exception for the patients need urgent care or emergency treatment. All types of emergency and regular scenarios should be classified and identified in the queuing system’s agent portal clearly. Whenever a patient arrives at the hospital they the first responding staff or the counter agent should be able to assess the treatment requirements to issue appropriate token which leads the patient through the required route to get the treatment with least wait time. Linear queuing is also the best approach for the hospitals and can help effectively handling large customer flow.

All types of treatments, checkups, examinations, etc should be managed through the system with different routes, as for all of such patient the treatment is different and requires different types of staff to attend them. This will not only reduce the wait time and the overall service delivery time but it also allows the management to effectively manage high-priority queues for examples, people with emergency situations or who need immediate attention. Another important feature is to provide full and flexible control over the queue and the agent should be able to hold someone’s turn to prioritize newly arrived patient with some emergency situation.

Data Input and Data Collection Process

No matter what type of single or hybrid queuing mechanisms are being used, it is extremely important to make the data entry process simple and quick. Usually, when people visit hospitals they are in a situation of unrest and hurry. Everyone wants to get treated as quickly as possible. No one likes to stay on counters/receptions for long to fill in the forms, or for data entry, etc. The queue management system should be able to integrate with the existing ERPs or any other system that is running there.

When a patient or visitor reach to a counter, the system should be able to get their details from the Emirates ID Card or Insurance Card to save time, all the data should be linked to a centralized information centre to immediately identify the patient. This also helps the system to propagate relevant information to the relevant departments to avoid any delay in repeated data entry at any other department or area when the patient visits there. The queue management system should be able to collect data of the patients along with the relevant visit details which should be linked to the digital patient history, in short, a single sign-in should allow the staff and doctors to get all the relevant information they need, without repeated signing-in on different departments or phases.

Customer Happiness Meter

A customer happiness meter is a very useful tool for a queue management system for hospitals. The customer happiness meter should be linked with the queue details and shouldn’t require any input from the customer/patient to give their feedback. The system should be able to automatically link the happiness meter data with the queue management system data to identify which patient gave the feedback. Such indicators are very helpful in identifying the issues with the system and the process itself. Staff efficiency and behaviour can also be monitored through such indicators.

The happiness meter data should be organized and presented in comprehensive and short reports along with other user data and stats. The happiness meter stats will help management to understand the efficiency of the overall staff and the service delivery process with deep insight and a better understanding of the issues. Later the staff or the customer care department can contact the patients/customers with negative feedback to further assess the cause of their negative feedback. These steps could be very helpful for the management to take decisions to improve their service delivery process.

Conclusion

The queue management system for hospitals is not an ordinary queuing system. The overall dynamics of customer flow is totally different than any other industry. In hospitals, the patients are usually in some kind of problem and they are not fully calm. So, they don’t behave naturally, everyone wants to get treated as early as possible. As per researches, the waiting time in hospitals felt even more due to the environment, stress and other factors. Apart from that, there are certain patients who might come later but they require treatment earlier, so the queue management system should be able to handle such situations as well. Another big problem is with the sign-up process, which usually requires some time and the visitors/patients also feel uncomfortable during that time. So, the queue management system should be able to link with the central data centre to be able to pull up all the relevant records and history for the patient by only a single sign-in such as Emirates ID or Insurance Card, etc. This could save a lot of time. The queue management system for hospitals should also collect customer feedback on multiple stages of service delivery, which can later be utilized to take vital decisions for improving the customer journey and customer experience.

Check this out: Zayed University Acquired RSI Queue Management System and Customer Feedback System

BLOG OF RSI CONCEPTS

Category: Queue Systems Dubai

Sign No. 1: Crowded Waiting Areas and Long Queues

Sign No. 2: Customers Complaints

Sign No. 3: Increased Customer Churn Rate and Lower Customer Retention

Sign No. 4: Poor Employee Performance and Unbalanced Workload

Sign No. 5: Lack of Business Intelligence Data

How a Queue Management System can Help?

Conclusion

Interactive Touch Screen Kiosk

Digital Signage Screens

Counter Plates

Digital Signs and Markers

Conclusion

Virtual Queuing

Automatic Customer Journey Management

Queue Management System Smartphone Apps

Dedicated Agent Dashboard

Real-time Monitoring and Remote Management

Customer Feedback

Business Intelligence Gathering

Conclusion

Challenge No 1. The Impact of Pandemic

Challenge No 2. Customer Expectations

Challenge No 3. Customer Journey

Challenge No 4. Customer Experience

Challenge No 5. Virtual Queuing

Challenge No 6. Integration with Other Systems and Tools

Conclusion

Queuing System Feature 1. Organized Queues

Queuing System Feature 2. Easy & Automatic Customer Routing

Queuing System Feature 3. Reduced Wait Time

Queuing System Features 4. Improved Customer Journey & Customer Experience

Queuing System Feature 5. Improved Productivity and Profitability

Queuing System Feature: 6. Customer Engagement and Wait Time Experience

Queuing System Feature: 7. Centralized Management & Real-time Monitoring

Queuing System Feature 8. Reporting, KPIs, and Stats

Queuing System Feature 9. Integration with other Systems

Queuing System Feature 10. Easy Upgrade and Future Scalability

Conclusion

How Queue Management System Improves Customer Service Delivery Experience?

How Queue Management System Reduces Wait Time?

Queue Management System provides an Opportunity to Communicate

Queue Management System Improves Service Quality

Conclusion

1. Customer Flow Management at Student Enrollment Offices

2. Queue Management System Improves Brand Image

3. Queue Management System Improves Customer Experience

4. Queue Management System Saves Time

5. Queue Management System Provides Statistical Data and Insight

Conclusion

Global Queue Management System Market Trends and Forecast 2020 to 2025

Post COVID-19 Landscape

Queue Management Systems in Dubai, UAE in 2021

Conclusion

Queue Management System at Student Enrollment Office

Queue Management System at Canteens/Food Courts

Queue Management System at Student Affairs and Internal Offices

Queue Management System at Libraries

Conclusion

Queue Management System for Hospitals

Data Input and Data Collection Process

Customer Happiness Meter

Conclusion