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Category: Queue Systems Dubai

Queue Management System Problems and Solutions in Dubai, UAE

In this blog, we will talk about how to fix some commonly occurring problems that organizations face with a pre-installed Queue Management System or with a new installation in Dubai, UAE. Queue Management System in a service-based industry is a critical component in maintaining steady sales. As every business is different from others and the targeted customers are also different but in UAE the overall environment for the service base industries is fundamentally similar. The clients are expecting the highest level of service and they like to have a lesser service delivery time. This makes the Queue Management Systems (QMS) more important and crucial for sustaining the customers. No matter what industry or business you are doing, or what kind of services you are offering, if you have to deal with a queue then the customer flow and customer journey are very important for you and this is why we have selected some common problem that businesses usually face in UAE.

Queue-Management-System-Problems-and-Solutions

In this blog we will classify the problems in two categories:

  1. Queue Management System Customer Experience Problems
  2. Queue Management System Administrative Problems

1. Queue Management System Customer Experience Problems

Queue-Management-System-Customer-Experience-Problems

The main objective of commissioning of a queue management system is to improve the customer experience and customer journey throughout the service delivery process. Customer happiness is very important for any service-based industry. Here are some common problems that organizations face with their queue management system in Dubai, UAE:

  • Estimated Queue Time

Estimated-Queue-Time

There is a popular theory that known wait time felt shorter than the unknown wait time. I personally also think like that. Sometime if the estimated time is there then we don’t over-estimate the queue time and it is easier to wait for let say 25 minutes rather than “unknown” time period. So, having estimated queue time showing on the screen could be very helpful especially when you have long queues.

  • In-Queue Marketing

In-Queue-Marketing

In-Queue Marketing/Adverts is another most commonly occurring problem reported by the customers/visitors who are waiting in the queue. Most of the organisations run their promotional videos/content or adverts on the digital signage screen which is also used for the queue announcements. The mistake that organizations usually made is that they cover too much of the area of the screen with the adverts, which most of the people feel annoying as they want the queue to be more visible and readable. So, you should make your signage content areas smaller and the queue announcement area larger or clearly visible. Do not ever use two separate screens as the customer will not pay attention to the repeated adverts and will entirely focus on the announcements.

  • Pre-scheduled Visits and Virtual Queuing

Pre-scheduled-Visits-and-Virtual-Queuing

Pre-scheduled visits of virtual queuing is a very popular feature that customers like and want to use whenever they can get a chance, especially if you are located in a mall, or you have other activities around your location which people can get engaged into. This eliminates the stress of waiting and the announcement can be made on their mobile phones. The best practice is to have push-notification as well as an SMS notification.

  • Audio-Visual Aid and Multilingual Announcements

Audio-Visual-Aid-and-Multilingual-Announcements

As in UAE multiple nationalities are living together so to have a multilingual audio announcement is very helpful. People usually got confused if they are not familiar with the announcement language. Usually, the announcements are not clear or not enough loud to be heard in a busy waiting area. Try to use more speakers with less reasonable volume to cover more area and along with the audio announcements the token number should also flash on the signage screen(s) to avoid any confusion.

Read also: Can a Queue Management System Improve Customer Experience?

2. Queue Management System Administrative Problems

Queue-Managemen- System-Administrative-Problems

Now let us talk about some common queue management system administrative problems. Organizations not only have to deal with the issues related to customer satisfaction and happiness but there are some other administrative issues which are in fact important while administering a queue management system at your premises. Such as:

  • Maintaining the physical queue and customer flow

Maintaining-the-physical-queue-and-customer-flow

Usually, organizations use different types of stanchions to route the physical queue. Especially where a large number of customers/visitors coming there should be physical queue management in order to maintain the overall queue management system efficiency. Such things should be used efficiently and in such scenarios where a large sum of people has to stay in the queue then the best approach is to have a single queue multi-serve setup. This way everyone in the queue will have to wait for a similar amount of time and people will also remain calm by knowing that multiple counters is serving the very same queue in which they are standing.

  • Directional Signage for the Customer Flow

Directional-Signage-for-the-Customer-Flow

Directional signage for the customer flow is very important in case of large waiting areas or multi-story multi-area kind of service delivery systems. In such systems, the customers/visitors might have to visit multiple counters located in multiple locations in the vicinity to get the service delivered to them. So, digital or physical signage and direction indicators are very important to route the queue and to maintain a steady customer flow. This also reduces customer confusion and help to improve the customer journey.

  • Premium Counters of VIP Service

Premium-Counters-of-VIP-Service

In case if you have premium counters or VIP service you should avoid clubbing such counters with the ordinary counters. The best approach is to set up both installations in a different location, with separate waiting areas. This also helps to maintain the high-quality customer experience for the VIP or Premium customers/visitors but it also eliminates the possibility of negative effects on the ordinary customers/visitors.

  • KPIs of the Queue Management System

KPIs-of-the-Queue-Management-System

Organizations usually don’t pay much attention to the Key Performance Indicators (KPIs) of the system but KPIs are very important in the evaluation of the overall system as well as the evaluation of the service delivery agents or staff. The software should be capable of tracking the performance of each service delivery agent as well as of the overall system.

  • Reporting and Statistical Analysis

Reporting-and-Statistical-Analysis

Reporting and comprehensive statistical analysis are very important in order to take administrative decisions. The organizations should be able to retrieve the reports and statistical data from the queue management system as per their required protocols. This will also help in taking administrative decisions to improve the customer experience and customer journey.

  • Queue Management System Software and Integration

Queue-Management-System-Software-and-Integration

The queue management system software is the backbone of the system and has to be efficient enough to automate as much of the processes as much possible. There should be easy-to-operate back-office controls and policy deployment to keep everything up-to-date. The integration of the queue management system data with any other organizational systems and/or the ERP is also important for some organizations in order to lower the workload of the IT department and the branch staff.

Read also: Why should the bank think beyond queue management?

Conclusion

In this article, we have discussed some basic issues and problems that organizations and their customers could face while utilizing any queue management system. It is very important to have an efficient and easy-to-use QMS system for both the customer and the staff. If you have any such problem in your existing queue management system of if you want to implement a new queue management system in your branch please feel free to get in touch with us for further guidance and consultancy. You can reach us through the below comment box or contact us through our Contact Us page.

Check this out: Appointment scheduling tips to improve customer experience

Appointment scheduling tips to improve customer experience

Appointment-scheduling-tips-to-improve-customer-experience

In this blog, we will discuss some appointment scheduling tips to improve customer experience. First of all, we have to understand why an appointment scheduling system is required and what it can do to improve the customer experience? Here are some basic features of an appointment system:

  1. Allow full control over customer flow and queue management
  2. Increase service time efficiency and decrease the customer wait time
  3. Allow booking out of the business hours
  4. Provides more flexibility, ease and access to your customers
  5. Allow online and remote sign-ups, with notifications, reminders, etc
  6. Provide detailed insight of the customer flow
  7. Facility to customize the queue management with routines and expected future visits
  8. Improve planning and management efficiency for the service agents and staff
  9. Provides real-time status reports, regular reports, and statistical data
  10. Customer Feedbacks, Integration with other systems, data export facility and much more

These are some of the basic features of an appointment system. Before you start adding up more features or add-ons in the appointment scheduling system you should have to understand your strengths and weaknesses. The best practice is to conduct some surveys with your service agents, and your customers, and try to understand what is necessary to improve the customer experience in the branch.

Most of the businesses heavily focus on the customer experience and their journey without considering any investment in the service delivery staff. It is very important to maintain a stress-free environment for the service agents as well. The appointment scheduling systems not only enhance customer satisfaction and the customer journey but also help reducing stress on the service delivery staff and the counter agents. This could further improve the overall efficiency and customer happiness.

Following are some of the most important things that business should consider while implementing an appointment scheduling system:

Availability on multiple platforms and mediums

Availability-on-multiple-platforms-and-mediums

Your appointment scheduling system should be available on multiple platforms and should be accessible through multiple mediums. People love to use their mobile phones as a substitute for the laptop or PC. A dedicated smartphone application for Google Play Store (Android) and Apple App Store (iOS) will be a good addition. Website portals and sign-up via SMS service are also widely used mediums.

Ease of Use (User Interface)

Ease-of-Use-(User-Interface)

The appointment scheduling should be very easy and in a few steps only, let say your customer can sign-up using their batch number or some serial number which provide all necessary information about the customer to the system and they don’t have to fill in long forms each time they want to sign-up. Optimize the appointment scheduling and booking mechanisms.

Provide helpful information and the latest data

Provide-helpful-information-and-the-latest-data

The portal should have enough information so that the customer can choose the appropriate service without any confusion or complexity. Showing current (real-time) information is vital for customer experience and it also helps to control the customer flow.

Communication is the backbone

Communication-is-the-backbone

In customer satisfaction and customer happiness, communication from an organization is always crucial. The customers love to get personalized communication from the organizations, it gives them a sense of importance and they feel like the organization cares about them.

Enable easy feedback channels

Enable-easy-feedback-channels

Either by online or within the branch there should be some channels to take feedback from the customers. This help to increase the trust and it also helps businesses take necessary actions to rectify issues. The feedback should be easy and simple such as a happiness meter tablet or kiosk, an online survey with just a few short questions or something which can be done in 30 to 45 seconds.

Effective Queue Management System

Effective-Queue-Management-System

Once the customer is in the branch or premises, then they should be welcomed with a very efficient queue management system. The queue management system should have all the important features to maintain and enhance the customer journey through the service area. Aid your queuing system with digital signs, audio-visual announcements, and other essentials to improve the customer journey.

Check this out: Complete guide to Queue Management Systems in Dubai

Measure the KPIs

Measure-the-KPIs

The appointment scheduling system should have a comprehensive statistical and analytical software engine. To measure key performance indicators of both the system itself and the service agents/staff. These reports could play a vital role in the strategy-making process and steps are taken further enhance customer journey in future. This will also help to improve the staff or service agents’ performance.

Check this out: How to reduce patient wait time in hospitals with virtual queuing?

Conclusion

Either you are a bank, hospital, clinic, beauty salon, public office, government office, HR department, or an organization who requires their customer to visit them in order to operate, having a high-tech appointment scheduling system and queue management system is very vital in retaining your customers. Getting new customer could be easier but retaining your existing customer, maintaining your positive brand identity is vital for your business growth.

Check this out: Why should the bank think beyond queue management?

Why should the bank think beyond queue management?

Why should the bank think beyond queue management? Banks usually don’t ask such questions, as they are pretty much satisfied with their regular queue management systems. But in reality that is not enough. People’s expectations are increasing day by day, the rapid expansion in technological applications lead to a very innovative and competitive environment in the service industry. People are expecting more day by day, and don’t hesitate to switch to another service provider if the bank failed to fulfil their expectations. The customer journey and customer experience is a far bigger challenge than customer flow management or the queue management itself was ever.

why-should-the-bank-think-beyond-queue-management

The queue management systems in banks don’t only have to provide means of managing the customer flow but it should be capable of:

  1. Enhanced Customer Experience
  2. Improved Customer Satisfaction and Happiness
  3. Reduced Waiting Time
  4. Improved Staff Efficiency
  5. Reduce Staff Work Load

Customer happiness and customer satisfaction is the top priority in the banking sector and the services industry. It is not just reducing the wait time but during the waiting period the queue management system should provide relevant information and some engaging content to keep the customers occupied. There should be digital signage/displays with clear and short information and other instructions, maybe some adverts, some relevant information, latest offers, future plans, etc which could keep the customer occupied while they are waiting for the queue.

The QMS system should be capable of informing the customer about their queue, audio-visual aid is sufficient but there could be mobile notifications, SMS, or other soft-alerts to make sure the customer never misses their turn. These things are important for improving customer satisfaction and happiness. There could be a quick feedback mechanism too, to get customers to feedback on each counter. This also helps the bank management to rectify the issues their customers are facing.

customer-satisfaction-is-the-top-priority-in-the-banking-sector

That is not all if you want to improve the customer experience you must have to have the complete insight of the queuing system and the complete customer journey. The queue management system should be capable of providing detailed reporting and KPIs to help the bank management take decisions. Following are the basics of a queue management system reporting module:

  1. Comprehensive daily reporting
  2. Real-time monitoring and performance reports
  3. Reporting should be available for individual agents, departments, branches, locations, etc
  4. The reporting should have an overview or summary mode for the higher management
  5. The visual graphical representation is also very helpful in reporting

The QMS for banks should have software capable of business intelligence and in-depth controls for the automation. These are some of the mandatory modules/features required to have a suitable queue management system for banks. There are so many accessories and features that can also be added in the queue management system in order to improve the performance and customer happiness. Such as we can include smartphone applications, online virtual ticketing/sign-up, real-time in-branch updates for the visitors, adjustable queue tokens, and much more. Digital signage and audio-visuals to present information, multi-lingual support, interactive kiosks, self-service kiosks, facility for disabled people or people with special needs. A lot of things can be added in the queuing system to improve the output and achieve the objectives.

Checkout: How to reduce patient wait time in hospitals with virtual queuing?

How to reduce patient wait time in hospitals with virtual queuing?

How to reduce patient wait time in hospitals with virtual queuing? Or how to provide a hustle-free patient flow management system to ensure a smooth experience while the patients and their attendants are already is a stressful situation. Obviously the ordinary queue management system is not enough as we have to manage all the resources and the most important thing is to prioritize different tasks, such as if a patient is in a critical situation he/she needs quick treatment or tests, or anything compared to others who might be better than them. There are so many different things a queue management system should be able to handle while operating in a hospital or clinic or a testing laboratory.

How-to-reduce-patient-wait-time-in-hospitals-with-virtual-queuing

The reason for writing this blog is to address the most basic question “How to reduce patient wait time in hospitals?” and the simplest answer to this question is “with virtual queuing”. We will explain, how?

Our customized virtual queue management system comes with a dedicated “Patient Flow Management Module” in it. Which helps improving patient journey throughout the process. From checking-in to patient queues and appointment management system, everything can be managed and monitored through our custom-built virtual queue management system for hospitals, clinics and laboratories/test facilities.

Our virtual queue management system comes with the following basic features:

  • Dedicated Virtual Queuing Module
  • Online Queue Management System
  • Mobile Queuing via SMS and Smartphone Application
  • Online Appointment Booking Module
  • Real-time updates and live dashboard
  • Real-time Statistical Data and Analysis for the Management
  • Custom Reports for Facility, Location, Branch, Reception, Agent, Department, etc
  • Comprehensive Reports and KPIs to ensure enhanced and improved operational capabilities
  • Digital Signage Module
  • Self-service Kiosks
  • Disability Compliance Kiosks and Special Built Kiosks for People with Special Needs And much more.

We always encourage our customers to have a customized solution rather than the stock solution. Because in a customized solution we can evaluate the actual environment with more accuracy and can propose a solution which suits best for that particular scenario. This also increases the overall efficiency of the system with reduced patient waiting time and better service delivery.

The customized operations for each area also improves the patient waiting time with up to 40%. Such as we can have a dedicated module for the OPD and a separate module for the regular doctor appointments. This is to further optimize the service delivery mechanisms for different sectors with different operational protocols and services types.

The healthcare industry is a very delicate industry, we can prepare a plan on paper with all its perfection to reduce the unpredictability, but in reality, the case is different. Sometimes the patient does book online appointment but don’t arrive on time sometimes even don’t arrive at all, or maybe they are so late that they reached when the doctor is already examining the next patient. This is just an example of so many scenarios the hospital management staff could face during their regular workday. The system should have to be flexible, intelligent enough, and easy-to-use for the staff to handle such situations without causing any disturbance to other patient flow.

Another advantage of having a dedicated virtual queuing system is to control the number of patient in the facility. Taking things online will also make it easier to manage the number of people in the waiting area at any given time, this also prevents crowd and let hospitals, clinics and other such facilities to maintain social distancing. The smartphone applications, website landing pages, digital signage and other such accessories of our linear queue management system for hospitals and clinics will help to promote the instructions and informatics media for the patients and their attendants.

Another advantage of our virtual queue management system is its automation and the intelligent software engine, which has proven to be very efficient in various environments and special scenarios. This also reduces the pressure from the management and the staff as well as ensure a smooth queue management process. In some cases, the visitors’ waiting time has been effectively optimized to up to 40% with the happiness increased to around 30% in the first 30 days of the installation. The system is very comprehensive and the control modules are well crafted to optimize these figures further after analysis of the inputs of the system.

Our most customers are also benefiting from our in-built customer feedback and happiness meter module which can be provided on-demand bases. The module in itself is a comprehensive survey and visitors’ happiness meter with elaborated reporting modules and facility to fetch data either by automatically or by various input options.

The barcode and QR code option along with multiple other hardware accessories we can further optimize the system for automation and fast service delivery time. There is a variety of very useful hardware and software accessories which can be introduced in the virtual queue management system to make it more effective in improving patient journey and wait time optimization.

Our virtual queuing queue management system is well prepared after incorporating a lot of feedback from our customers and the experiences we have gained in the past decade. This is another reason, we suggest a customized-built solution of the queue management system for hospitals, clinics and test facilities. If you have any suggestion please contact us via the below comment box or if you have an enquiry you can contact us through our Contact US page.

Checkout: Future of Queue Management System in Dubai

10 impacts of Queue System with Customer Feedback System

People don’t usually like to wait in line. It might feel like a waste of time and effort and customers might just leave a retail environment if they are kept waiting for too long. This is especially true for a country like the UAE, where the metropolitan lifestyle is fast-paced. A Queue Management System will help to eliminate long and tiring queues and enhance the customer experience. What’s even better is to integrate a customer feedback system in the Queue Management System UAE that you have implemented so that customer satisfaction can be measured and improved upon.

10-impacts-of-Queue-System-with-Customer-Feedback-System

We will take a look at some advantages of a queuing system and customer feedback combination which will give you an idea about the importance of a queuing system.

1. Get rid of wait times

Get-rid-of-wait-times

The most obvious, and perhaps the most important impact of a queue management system is to reduce the time to wait for your clients and customers. Customers get frustrated quickly, and with no idea about when long wait times will be over, it leads to an overall poor experience. A Queue management UAE will provide an efficient queuing procedure that can significantly shorten wait times and increase positive feedback in the customer feedback system.

2. Increase customer loyalty

Increase-customer-loyalty

If you have a poor queue system in place, customers will decide not to return to your organization for availing your services. This might be the worst outcome if proper queue management is not implemented. The advantage of a good queue management system is that when combined with a customer feedback system Dubai, it improves customer loyalty as they will feel that you are open to their feedback and care about their happiness.

3. Improve staff productivity and efficiency 

Improve-staff-productivity-and-efficiency 

The life of an organization’s staff becomes much easier with a queuing system. It will eliminate the chaos of unmanaged queues that will need to be manually handled. This will enable staff to spend less time waiting around to do their tasks and focus their energies on ensuring customer satisfaction. The advantages of multiple queues is that staff workload can be evenly distributed and it becomes much easier for them to collect feedback via the customer feedback system.

4. Reduce the chances of queuing clash 

Reduce-the-chances-of-queuing-clash 

Improperly managed queues will lead to some queues being over-utilized and some being under-utilized. A smart queue management system will ensure that queues are not overcrowded or congested by analysing data in real-time and assigning customers efficiently to queues. This also stresses the advantages of multiple queues in a queue management system UAE as it will help with faster service along with the customer feedback system.

5. Segment your customers easily

Segment-your-customers-easily

A major advantage of having a queue system and customer feedback system combination is that it enables to identify and segment clients. This has many applications, like providing personalized queuing services, and target marketing or sales campaigns effectively. If you have a customer feedback system implemented at the kiosk or online, it can automatically capture relevant information about a customer and improve the overall efficiency of marketing efforts.

6. Utilize data and gain valuable insight

Utilize-data-and-gain-valuable-insight

A queue management system Dubai will always collect data through its tracking and reporting feature. If a customer feedback system is combined with the queue management onsite, online, or via email, then it will also collect information about the customer. This gives valuable insight into the daily operations of your organization and enables you to turn every transaction into an opportunity. It becomes easier to identify areas that are bottlenecks or slow down productivity and help you maximize efficiency.

7. Improve staff satisfaction 

Improve-staff-satisfaction 

The advantages of a queuing system combined with customer feedback also extend to keeping your staff happy and motivated. With no angry customers or long queues to deal with, staff will be able to work in a relaxed environment and this will directly impact productivity. Combining a customer feedback system Dubai removes the need for face-to-face feedback collection.

8. Better communication between staff and customers 

Better-communication-between-staff-and-customers 

Combining a queuing system and customer feedback will enable you to streamline communication. Enhanced communication via text, email or third-party apps gives customers the flexibility to utilize the queue management better and also be a part of the feedback.

9. Refocus jobs and floor space to improve revenue

Refocus-jobs-and-floor-space-to-improve-revenue

A Queue system UAE will eliminate overcrowding in your organization. For example, without queue management, a retail store might need to invest in a lot of check-out counters that can take up unnecessary floor space. With the proper queue system, this space could be reorganized for other activities that can generate revenue. If a customer feedback system is integrated with queue management, there is no need for extra staff to be placed to manually collect customer feedback.

10. Reduce operational costs

Reduce-operational-costs

The importance of the queuing system is quite apparent in the fact that it can result in significant cost savings. A queue system and customer feedback combination will remove systemic and human inefficiencies that can cost a business in the long run. The advantages of multiple queues like eliminating wasted time and a customer feedback system Dubai that can create highly efficient operational procedures gives you a chance to cut costs and drive profitable operation of the organization.

Checkout: Complete guide to Queue Management Systems in Dubai, UAE

Can a Queue Management System Improve Customer Experience?

Waiting is always a difficult and irritating task for anyone. Good customer experience can be achieved with an outstanding Queue Management System that can enhance customer perception. A properly managed queue system can benefit both the staff and customer alike. With technology, the Queue System in Dubai has seen many positive changes. There was a time when only moving the customers into and outside of the business was all that was cared about. But now that there are various other options, the Customer Experience is improved by many folds.

Queue-Management-System-Improve-Customer-Experience

Appointments and Scheduling

There are certain kinds of businesses which can help the queue system by allowing appointments and schedules that can be pre-booked online or through their call centres. This helps the customer create a connection with the business, gives better customer satisfaction and also helps with staff scheduling. Ultimately, there is an increase in revenue too.

Management of each individual case

When customers visit your business, it is not right to pass them onto the next person, where he/she has to repeat their whole story till they are sent to the right person who can deal with their problem. It is only the right kind of case management that can save a customer from this kind of ordeal. This can be done only when information is accurately captured and recorded so that it can be accessed when staff or representative needs it and accordingly helps the customer. Also, the past contacts can be recorded so the next representative can see the flow of the system.

Customer Flow System

Some businesses can do well with a self-service kiosk wherein the customer can line up in a virtual queue or an electronic queuing system. This allows them to help themselves or if not then the customers are asked a couple of questions which would determine what representative would be able to help them best.

Digital Media

When there are digital displays in the waiting area or queue area, it keeps the customer entertained while they are waiting. It also gives you an opportunity for selling. At grocery stores and other shops, the same system can be used to show the number of people waiting at each queue, which gives the customer the liberty to choose which queue he/she would like to join in.

Messaging

Who doesn’t have a smartphone these days? These smart-systems can also be used to enhance the customer experience. These can be used by a customer for booking appointments and also they can be texted in advance to let them know or as a reminder of their appointment. If the appointment system hasn’t been used, the organization can still send a message to the customer to inform them that they are the next to be served. This gives the customer enough time to continue to shop or browse around and gives you extra revenue.

These kinds of modern Queuing Systems can bring in enhanced customer experience and makes it more efficient for your employees and customers both. Customers would be given the feeling that their best interests are being taken care of. When you implement things that bring their waiting time down or make it easier for them to explain their case history, it makes them feel unique and appreciated. Employees also appreciate it as it means that it is more of a planned and organized scenario. All this ultimately leads to a better business scene.

Queue Management not only helps your business, but it brings it forward. It gives a modernized feel and can set you apart from other businesses with an atmosphere of forward-thinking. Enhancing customer experience can launch a business into the future and make it cutting edge.

Checkout: The Leading Queue Management System Provider in UAE

Features of an efficient Queue Management System

Features-of-efficient-Queue-Management-System

Any professional environment which faces customers needs to have a good Queue Management System in place. An effective Queuing System has quite a few obvious benefits and qualities. Let us have a look at what makes a successful Q management system –

The wait times are properly managed – A waiting line involves just that – ‘waiting”. Customers are most of the time willing to wait for certain things. While for other things they are not. A good queue management system has proper built-in management. Whether you use a manual counting process or whether you use an analytics technology related to footfall that monitors the customer wait and arrival times; a good queuing system would very rarely let a wait time go out of the acceptable range.

How the Queue Management System improves customer experience?

Customer experience is always most important – We all hate waiting even though it is very much part and parcel of our lives. Though come to think of it, more than the waiting, it is the experience while you wait that makes for a positive or negative experience. Hence a good queue management design is one which puts the customer’s experience first. It plays a very important part in the psychological workings of queuing. A good system in place would have the quality to address whatever issue matters to customers while they are taking time out and waiting.

Being fair – It is quite obvious and natural that long waits can cause a person to be irritated and annoyed. Hence, a good queue management system will follow the golden rule of fairness. This being said, there could be exceptions. Like in a doctor’s clinic, depending on emergencies or different treatment conditions, a particular patient might be seen while others have been waiting already. However, the reason for serving another customer needs to be communicated to the others clearly. In some places, where multiple lines are meant for same kind of services; a single queue might solve client frustrations as they know it is a purely first come and first serve policy in place.

Strong foundation – In a good Q management system the formation and structure of the queue in itself is well structured and planned and thus can hold the flow and ebb of customers. This means that the Queue management system design considers every little detail – like how wide should the line be so that shopping carts can be accommodated, how short or long are the lines during various times of the day, is the entrance and exit convenient, is it an easy system to follow and so on.

Transparent information – Whether it is for customers, or for the staff, the wait time is informative and transparent. When the customers are already aware of how long they would be required to wait, they would be less irritated or anxious about it. In the similar manner when the staff and management are aware of the wait times, they are able to meet the problem ahead of time and can solve it before the long wait spoils the customer’s experience.

Hence it can be said that it is waiting lines that can make a business successful or break it. A good queue management system pays attention to this problem and is designed in such a way that it keeps the timing to a minimum.

Checkout: Can a Queue Management System Improve Customer Experience?

Queue Management System for Union Coop

Dubai Union Coop acquired Queue Management System to shorten the queue time for their hundreds of daily customers. This will allow more freedom while the staff is taking care of the job simultaneously. The Union Coop in Dubai is the largest consumer cooperative in the country, having multiple branches, two malls, and two grocery chains with their network spread all over the UAE.

Union-Coop-Dubai

The Union Coop is also one of the pioneers of introducing the smart shopping innovations in the region. One can find each and everything from groceries & food, to electronics and household appliances in the Union Coop branches – which is why the daily footfall is huge. In order to make the queue shorter and to facilitate the customer the Union Coop acquired Queue Management from RSI Concepts, which is not just an ordinary queuing system but an intelligent mechanism to allow more freedom to the shoppers and also make the process easier and error free for the staff itself.

The RSI Concepts’ Queue Management System is mainly commissioned at the Meat and Fishery sections of the Dubai Union Coop. The customer can purchase item of their choice, handed it over to the staff for cleansing and can walk away to continue their shopping while once the staff is done cleaning, the customer is notified via available mediums to collect the item from the meat or fishery section of the mall. This eliminates a long waiting time in front of the meat and fishery areas and also prevent hustle created by rush.

The whole mechanism was designed to reduce the queue time and provide freedom to the shoppers to spend more time shopping rather than waiting in the long queues. The system also prevent all types of human errors and issues that may arise in the manual process. Everyone is getting the work done at their queue number so there are happy with the waiting and services provided with utmost care and speed.

Here are some words of our Project Manager Mr. ShehzadAsgher about the Queue System deployed:

“Truly this was a challenging project, as the task was to establish a system which will cater thousands of the customers by automating the most of the queue and waiting customers. The other important part was to make the Queue system fool proof. We have brainstormed in detail to establish a workable concept of queue management – and which provided fruitful results in a short span. It was wonderful to see our customer happy. At RSI Concepts we always eager to provide our customers with customized solutions to address the minute details of their problem.”

This was a challenging task, the system itself was not complicated but the logical part and the work flow concept was truly a remarkable achievement.

Checkout: Features of an efficient Queue Management System

Queue Management System for Medeor Hospital

Medeor Hospital is currently implementing Queue Management System provided by RSI Concepts.

Queue-Management-System-for-Medeor-Hospital

Medeor Hospital is a well reputed name in the healthcare sector providing premium services since more than 15 years in different parts of UAE. The management aim to provide a friendly environment with highly skilled staff available 24/7 for patients. The Medeor Hospital have also made into highlights many times by implementing the latest high-tech medical equipment& practices to provide all sort of healthcare solutions under one roof to facilitate patients. Medeor hospital is also well-known in implementing latest & sophisticated technologies in industry.

Medeor Hospital opened a tender for an intelligent and interactive Queue Management System to further improve their reception capabilities for the daily foot-fall of patients and to make the whole process swifter. RSI Concepts was one of the vendors who participated in this tender. The project was eventually awarded to RSI Concepts due to exceptional features availability in the queue management system and experience in the healthcare industry. The solution proposed was unique in a way that it reduce the total time from getting at the reception to getting the examination, doing the labs to returning back to the doctor and getting prescribed medication from the pharmacy.

The project execution process is bluntly admired at technical and administrative levels by the Medeor Hospital. Pilot project has already put in place by RSI Concepts and is rapidly advancing towards the full-fledged installation of the system, which is roughly expected to be completed by the end of December 2019. On this occasion Project Manager at RSI Concepts commented “We were very delighted to work with the highly cooperative IT professionals at Medeor Hospital. It was a fully collaborated effort that made it possible to complete the project in the given timeline. Medeor Hospital management is very happy with the Best Queue Management System we are deploying and they are hopefully that the full fledge system will help streamlining the queues and providing quick service to customers visiting hospital. We are very much excited to have another jewel in our clientele’s crown.”

In-time treatment for the patients is imperative and an efficient Queue Management System can help managers in the clinics and hospitals to improve patient waiting time and provide best in class service.

Checkout: Queue Management System for Union Coop

Kiosk for Queue System – Aster Clinic

RSI Concepts is honoured to supply Kiosk Machines for Queue System to brand Aster in the healthcare industry.

Aster Clinics is part of Aster DM Healthcare, a well-known and famous healthcare service provider in GCC. Widespread and easily accessible 101 clinics and 19 hospitals all over the world – Aster DM healthcare service provider is a pioneer in the industry serving millions of happy customers.

Kiosk-Machine-for-Queue-System-Aster-Clinic

To serve the customers more efficiently and precisely – the brand has decided to facilitate the visitors with a queue management system. The primary device used in a queue management system is token machines or ticket printers to issue token or numbers to the customer so that they can wait in the queue for their turn. Aster has sourced Queue System ticket printer from RSI Concepts.

We specialize in a leading Queue Management System known as RSI Queue – having robust hardware and efficient software. Our hardware consists of Ticket Dispenser, Counter Screens, Customer Feedback Screens, Waiting for screens and Sound system. Aster has acquired ticket dispenser machines from RSI Concepts for this project and will have integrated software to facilitate gigantic footfall of customers in clinics and hospitals throughout the United Arab Emirates.

Fabricated in metal with spray paint, the queue machine is a beautiful device to attract customers and fulfil the interior design requirements of the premises. The signage on the ticket dispenser tells the customer to use device upon their entry.

The ticket dispenser is equipped with a thermal printer which can print on 80mm paper in width – having the capability of printing images and logos without ink cost is the most efficient printing mechanism that can accommodate loads of prints every day. The ticket dispenser of the queue system is also equipped with a built-in motherboard, a fast processor and a RAM to support the software functionality in a quick and fast manner.

The 15 inches capacitive touch screen of the ticket dispenser is fast and quick in response with a touch of the customer to quickly load the menus and options as required by the software functionality and features.

The entire Aster DM healthcare group will gradually implement Queue System in all the fronts where customers’ presence is expected – to facilitate them with the optimum customer journey and experience.

Checkout: Queue Management System for Union Coop

 

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