Queue Management System Archives - Page 5 of 9 - RSI Concepts - Top IT Solution Provider Company in Dubai, UAE

May 18, 2022

Why Queue Management Systems Are Essential For Modern Businesses?

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

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

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

What is Queue Management?

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

What is a Queue Management System?

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

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

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

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

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

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

Reduce Customer Wait Time

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

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

Reduce Perceived Wait Time and Improve Waiting Experience

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

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

Virtual Queuing Literally Reduces the Wait Time to None

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

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

Automatic Customer Flow Management Improves Customer Experience

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

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

Reduce Employee Work Load and Improve Employee Performance

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

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

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

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

Queue Management System Increases Productivity and Profitability

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

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

Conclusion

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

RSI Concepts is a leading brand in queue management systems in Dubai, UAE. If you want to learn more about eh subject or if you want our help to improve your customer experience and boost your performance, productivity andprofitability, feel free to let us know via our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: Employee KPIs and Performance Management

March 22, 2022

Qualities of a Good Mobile App for Queue Management System

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

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

A Good Queue Management System Mobile App Minimize the Wait Time

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

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

Mobile App Improves Waiting Experience and Reduce Perceived Wait Time

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

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

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

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

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

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

Enable a Direct Communication Channel with Individual Customer via Mobile App

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

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

Offer Additional Features with Queue Management System Mobile App

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

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

See More: Efficient Queue Management System Qualities

Collect Customer Feedback via Mobile App

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

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

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

Gather Business Intelligence Data

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

See More: Virtual Queuing and Digital Customer Experience

Conclusion

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

Check out this blog: How Queue Management System can Boost Productivity and Profitability?

February 12, 2022

Queue Management System for Telecom Sectors in UAE

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

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

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

Queue Management System Reduces Customer Wait Time

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

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

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

Queue Management System Automates Customer Journey and Customer Routing

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

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

Queue Management System Improves Employee Efficiency

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

Queue Management System Supports Third Party System Integration

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

Queue Management System Collects Business Intelligence Data

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

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

Conclusion

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

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

February 12, 2022

Efficient Queue Management System Qualities

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

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

Signup for the Queue

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

Customer Waiting Experience

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

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

Read More: Queue & Waiting Time Management

Automatic Customer Routing and Customer Flow Management

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

Boost Employee Performance

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

Reduce Wait Time

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

Increase Profitability

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

Customer Satisfaction Drives Customer Loyalty

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

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

Offers Virtual Queuing

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

Enables Third Party System Integration

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

Collect Business Intelligence Data

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

Conclusion

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

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February 8, 2022

Virtual Queuing and Digital Customer Experience

Business in Dubai and all around UAE are always seeking ways to improve their customer experience and customer journey. The UAE is a very large and rapidly growing economy, this attracts a lot of entrepreneurs, investors, businesses from all over the world. Especially the service based industries are facing tough competitive environment. This competition results is high market standards and higher customer expectations. That is why the customer experience is extremely important for any business to ensure long term sustainable growth. During last few years the customer behavior have changed drastically due to the COVID and social distancing. People are more inclined towards digital interaction than physical interaction. The businesses also have to implement social distancing policies and other safety rule to ensure the health and safety of the customers and the staff. This has changed the entire landscape of the communication and services.

A queue management system is a tool used to streamline customer flow. It help businesses to automate or semi-automate various customer journey steps. A digital queue management system can segregate customers as per their needs which improves customer flow and reduce customer wait time. The queue management system also help improving the service quality and boosting the performance of the service staff or service agents. Which result in reduced customer churn rate, higher customer happiness. The customer satisfaction is a key to customer loyalty and the customer loyalty is considered to be the foundation of growth and profitability. The queue management systems have also evolved a lot, as the general market trends got changed the queue management systems also got changed. The virtual queuing and mobile queuing are not a new concepts however, since the later 2020 till today and also in future the virtual queuing will dominate the queue management systems. In this blog we will discuss how virtual queuing and digital customer experience can be your best competitive advantage to boost the profitability, efficiency, quality of service and customer experience.

What is Virtual Queuing?

The virtual queuing is a process of signing-up a customer in a virtual queue. For queue management systems the virtual queuing is a relatively new terminology and it doesn’t only mean to create virtual queues in fact the virtual queuing means to enable the customers to sign-up remotely in virtual queues using mobile devices or digital channels. The virtual queuing can be done using web portals, mobile apps, SMS, emails, QR Codes and much more. The biggest differentiation between the virtual queuing and traditional queuing is that the virtual queuing can literally reduce the wait time to none. The customers and visitors are free to wait outside or plan their visit to arrive only when their turn is expected. The live queuing information can be relayed to the customers using multiple channels along with alerts and notifications. The customer service agent can also communicate with the customers and visitors to inform them about any change or unexpected scenario. The virtual queuing transform customer journey and customer experience and ensures maximum customer happiness.

What is Digital Customer Experience?

The term digital customer experience refers to all the interactions a customer have with the business using the digital channels and mediums such as online or internet, emails, mobile apps, social media, chat bots, and even the SMS communication can be taken as the part of the digital customer experience. The digital customer experience management strategy is very important these days. As people living in Dubai or anywhere else in UAE are very familiar with the digital interactions. So providing digital customer experience doesn’t only have operational benefits but the customers will also expect digital interaction from their favorite brands. That is why the digital customer experience is very important and a business should use right tools to ensure the customers will be satisfied and delighted with their interaction. The virtual queuing is a great tool to enhance digital customer experience. It also help businesses collect useful system insights and business intelligence data which can be further used to tune up relevant business processes and to evaluate the performance of the staff and different departments/branches. The business intelligence also help businesses to take informed decisions and make right policies to ensure long term growth and customer retention.

Virtual Queuing and Digital Customer Experience Optimize Wait Time

People don’t like to wait in long queues. The long wait time is a major reason of customer churn and poor customer experience. We have all noticed that when we are standing in queues at one point or another we feel that the line next to us is moving faster, this is only a behavior phenomenon when people just perceive that and it is because of the stress of the waiting. With manual queues there are several other problems too, such as line jumpers, or people standing in wrong queues or even people are giving way to others to join the queue from their point. However, with a digital queue management system when a single customer have a ticket these all things can be avoided. The psychological effects of waiting in the queues can also be minimized. With the help of virtual queuing the businesses can offer their customers and visitors a facility to sign-up remotely or virtually and they are provided with the live queuing information via remote channels which allow them to arrive only when their ticket is called. Hence there is literally no wait at all.

The digital experience and virtual queuing strategy can significantly improve customer satisfaction and help improving customer loyalty too. These days everyone is familiar with digital interaction. The internet penetration is almost 99% in UAE. This enabled businesses to innovate very effective digital strategies utilizing digital channels and digital communication. There are several digital channels that c

an be integrated with queue management system to enable virtual sign-up process. For example, the company website or a dedicated customer portal can improve customer experience. Moreover an appointment booking module can offer a great sign-up experience. It can provide additional details such as busy hours, nearest branches and much more which can be very helpful for booking a suitable appointment and planning the visit.

In the entire UAE the mobile phones are widely used, in fact almost 96% of the population use mobile phones. Which make them extremely important. In order to build a strategy for digital customer experience the mobile phones can be a great tool to enhance customer journey and experience. Businesses can offer mobile phone apps or SMS based virtual queuing. The retail sector in Dubai and all around the UAE is also using QR code based queuing. These all are the form of virtual queuing. Along with that the business can also integrate SMS services to enable the customers to sign-up via SMS. WhatsApp is the most popular app used for communication in UAE and also all around the world. The WhatsApp can also be integrated to enhance digital customer experience. These all tools can be used to improve communication, customer engagements, customer waiting experience and even businesses can also conduct customer feedback surveys via their digital channels. The virtual queuing reduce the customer wait time to literally none, which raise customer satisfaction and customer happiness.

Read More: Queue & Waiting Time Management

Virtual Queuing and Digital Customer Experience Improves Customer Satisfaction

The virtual queuing and digital customer experience can automate several customer journey steps and improve customer flow. The queue management system can easily identify the service hence it can sign-up the customers and visitors for the right queue or virtual queue. The queue management system can also help streamlining the customer flow by automatically routing customers to the relevant counters and even it can automatically reroute the customers as per the set protocols. For example, if some counters are less busy or free the system can automatically reroute the customers to such counters. This way the business can optimize resources and improve the overall efficiency of the entire branch. The queue management system can also manage customers on the bases of their priority, such as ordinary customers, premium or VIP customers, and customers with special needs, etc. This also help improving customer experience and ensure a balanced workload for the staff to improve staff efficiency and quality of the service.

Most of the time a business has multiple services and multiple counters, some counters are dedicated for certain services and sometimes some counters are dedicated for priority customers. A digital queue management system can easily handle all those scenarios and it can automatically control customer flow for each counter as per the set protocols. Most of the time businesses also offer stepped-services. The stepped services are those which require from a customer to visit multiple counters for a single service delivery. Managing such services could be tricky, some steps are lengthier and some are quick, sometimes some steps have more counters and vice versa. A digital queue management system can easily handle all those scenarios by using in-built smart algorithms and intelligence software engine, which help businesses to ensure smooth customer flow throughout the entire customer journey to improve customer happiness and customer satisfaction. Such way the businesses can significantly reduce customer wait time and improve customer flow which directly impact customer happiness and customer satisfaction.

Virtual Queuing and Digital Customer Experience Improves Service Quality

The service quality is extremely important for customer retention. If a businesses is failing to provide quality service no matter who much efforts they put to improve customer flow, ultimately the customers will be unhappy. That is why it is extremely important to improve service quality. A virtual queue management system or any other queuing solutions is capable of collecting basic information during the sign-up process. This information can be used to improve service quality. For example, whenever a customer is reaching to a counter the agent needs their basic information to start the service. That information can be pre-loaded when the customer is arriving as the system already knows their identity from the virtual sign-up process. Similarly as a customer is already selecting the service they need, so if any preparation is required for that, it can be done automatically before even the customer arrives, so the agent is completely ready to deliver the service.

This not only reduce the service delivery time, but it also reduce server’s/agent’s work, which give them a better chance to focus on the quality and experience. Quicker service delivery mean happy customer and it also mean less time for the next customer waiting in queue. This way it not only facilitate the service delivery process but is also help businesses in reducing the wait time. Since an employee can entertain more customers in less time, their work efficiency is also improved. The virtual queuing and digital customer experience can help improving service quality and service delivery process.

Virtual Queuing and Digital Customer Experience Provide Deeper Data Insights

The virtual queuing is used to transform digital customer experience. The digital comes with various benefits and one of them is the data collection and business intelligence gathering. With virtual queuing and digital customer experience strategy business can collect statistical and usage data from each and every touch point of the customer journey and businesses can also collect customer feedback data using integrated communication channels. The queue management system can record the statistical data too such as which virtual queuing channels are used for how many times, what is he average wait time, which service delivery takes how much time on average and even the queue management system can also record such details for each individual interaction. These are very helpful information and provide a deeper and much better understanding of the customer journey. Businesses can easily identify the areas of improvements and build their future strategies to meet their goals of efficiency and customer satisfaction.

The virtual queuing and digital customer experience also provide accurate KPIs (Key Performance Indicators) and other data which can be used for various purposes and can be shared with relevant departments and personals to help them improve their performance. The business can accurately monitor and record the performance of individual employee for example, which employees take how much time to deliver a service and that can be recorded against each service the agent is working on. The queue management system can also record the performance of the teams and even the branches which can be later analyzed by the management using in-built data analytical tools. Businesses can also done comparative analysis for the employees, services, teams and branches as well. The queue management system also help collecting the customer feedback data which can be collected using multiple channels.

The customer feedback data is very important. Businesses can conduct various different types of surveys using the digital and mobile channels such as SMS, Emails, Customer Portal Dashboards, Website, Touch Screens (in-premises), mobile apps, etc. The queue management system can collect NPS (net promoter score), CES (customer effort score), CSAT (customer satisfaction score), general rating and happiness scores and even businesses can also conduct long surveys. This data can provide a deeper understanding of the customer’s minds, their expectations and market trends. Collectively the business intelligence data collected from virtual queuing and digital customer experience can be used highlight areas of improvements and to build strategies for the future growth.The queue management system also provide facility to directly share the relevant data to the relevant department, management or individual employees to ensure seamless automated data sharing. This enables the businesses to take immediate actions on top priority feedbacks and data indicators and also help them to make better plan for the future.

Virtual Queuing and Digital Customer Experience Boost Employee Performance

The employee performance is also a key factor in customer satisfaction and overall efficiency of the business. With the help of virtual queuing and digital customer experience the employee workload can be easily reduced. As the wait time is very less, so there is not much chance of crowd formation or any such problem with the customers and visitors waiting in the waiting areas. Moreover the sales agents and server also get help from the queue management system dashboard and the system can also aid the service delivery process by automatically preparing the agents for the next customer. This way the employee workload can be significantly reduced. A single customer service agent can serve more customers in a single shift. Which boost their performance. The queue management system also closely monitor the performance of the staff and help the businesses and management to effectively utilize resources for best performance.

For example, some employees perform better with the services they are experienced in and some perform better for certain services and vice versa. This can be analyzed with the help of KPIs monitoring tool. The information can be relayed to the HR which can later help training programs or transfer human resources and deploy them as per their skill set to obtain maximum employee performance and overall business efficiency. Good employee performance also help improving customer journey and customer satisfaction. The employees who are working under a pleasant environment with balanced workload are tend to deliver high quality services thus ensuring better customer experience and higher customer happiness.

Virtual Queuing and Digital Customer Experience – System Integration

The virtual queuing and digital customer experience management is not as that simple. In fact it is a very complex and sophisticated process. The SMEs and SMBs can equally benefit from the virtual queuing and digital customer experience strategy as the large banks, healthcare facilities, educational institutes and large enterprises. Any digital solution or system requires data to operate at optimum levels. For that the system integration is done. The system integration is a technique used to push and pull data from a system. Usually every business have a central information system which is lined to a tool or software that is responsible for the most of the operational activities. That is why a queue management system and digital customer experience solution can be integrated with the central information center or with any other third-party system or tool to ensure automatic data synchronization. The integration also paves the way for various innovative features which can be added to the system to improve digital customer experience and to increase customer happiness and satisfaction.

Virtual Queuing and Digital Customer Experience is a Key to Long Term Growth

The growth of any business depends on two main things, one is customer satisfaction and the second is right strategy and policy. The customer happiness and customer satisfaction drive customer loyalty and help improving customer retention rates. Studies have shown that it is almost nine to twelve time less expensive to sell to an existing customer rather acquiring a new customer. There are various studies that shows that a business’s reputation and its brand image can impact its marketing campaigns too. If a business has good reputation and a positive brand image the return over its marketing investments would be better comparing to a business with bad reputation or negative brand identity. The loyal customers and customer retention is considered to be the foundation of the long term growth. Customer happiness and customer satisfaction drive customer loyalty. The loyal customers are more likely to do repeated business and are also tend to be a good brand advocate and help promoting the brand.

In addition to that the virtual queuing and digital customer experience help businesses optimizing the resource consumption and improve employee performance as well. The digitalization and automation also help automating various business processes and reduce customer journey steps. Collectively these all factors result in per service cost reduction. Which ensures high productivity and profitability. That is why the virtual queuing and digital customer experience is a key to long term growth.

Conclusion

The virtual queuing and digital customer experience help businesses improve customer journey and ensure customer satisfaction. The customer happiness and customer satisfaction is achieved by reducing the customer efforts and by enabling the business to reduce the wait time. It also help businesses to optimize various business process and also help improving service delivery mechanisms. The virtual queuing and digital customer experience help improving staff efficiency and increase the overall operational capabilities and productivity of the entire business. All these factors contribute in customer retention and help earning customer loyalty. The virtual queuing and digital customer experience also help collecting data insight and customer feedbacks. Which can be analyzed to make changes for the improvements and to build future strategies that drive higher profitability and customer satisfaction. The purpose of this blog was to emphasize on the importance of the virtual queuing and digital customer experience. If you need more information about the topic or need our help with your queuing needs or customer experience transformation, feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

January 5, 2022

Why Bank should Integrate Appointment Booking System with a Queue Management System?

A queue management system and an appointment booking system, both are two different systems and most of us are quite familiar with them too. Both have their application and are used to facilitate the customers and to enhance their experience and interaction with the business. In case of banks the customer experience is always the top priority, especially the banks that are located in Dubai or anywhere else in the UAE. The customer experience and customer satisfaction is considered to be the key to success. The UAE is a very competitive market for the banks, there are too many options available for everyone, if a bank fails to satisfy the customers they will not going to think twice before switching to another bank. The market have changed since past few years, the digitalization on large scale, the COVID situation and multiple other factors have left profound effects on the market trends and customer behavior. Now a day’s people are more adoptive and comfortable with the technology, in fact people also expect from their favorite brand to offer some kind of digital interaction or a digital solution that can enhance their experience and interaction.

Banks all over the UAE are proactively seeking new methods and techniques to deal with the new trends and customer’s expectations. There are certain things that we already know can ruin the customer experience, such as unmanaged queues, long waiting time, poorly organized customer flow, low quality customer service, etc. Customers don’t want to wait, in fact studies have shown that in general a customer would like to wait for up to 10 to 13 minutes at maximum, any wait time more than that start affecting their experience. Customers and visitors are also more conscious about their safety and health, though the COVID situation in our country is under control but still the effects of that have changed our general behavior. A queue management system can be a great relief for the banks and the customers too, but everyone is doing that, there are certain things that can be added to the queue management system to further improve the customer experience, one of them is integrating an appointment booking system.

Here is how an appointment booking system can be integrated with a queue management system and how it could help transforming the customer experience and customer journey in the banks:

Introduction to Queue Management System

A queue management system is a technological solution that help banks to streamline their customer flow, improve their customer’s experience and customer journey to ensure the ultimate customer satisfaction. The customer satisfaction is the primary goal for any business whether it is a bank or any other business organization. The customer satisfaction means that when a customer leave your premises after availing a service, they left happy, satisfied and fulfilled. This will make them loyal to the brand and will also directly or indirectly improve various factors which are good for long term sustainable growth and profitability. The queue management system is a great tool to monitor and analyze the customer journey and various business process and it also monitor various employee KPIs. All the data is combined to generate valuable business intelligence which than can be further analyzed with in-built analytical tool to compile comprehensive and summary reports.

Banks can utilize a queue management system to improve their customer journey, operational capabilities and it will also help them to increase profitability. Satisfied customers are more loyal and play a vital role in long term growth.

Introduction to Appointment Booking System

An appointment booking system is a digital tool that allow the customers and visitors to book a spot to meet up with the customer service or sales agent or simply to get a service done from the business. Banks and other financial institutions in Dubai and all around the UAE are investing heavily in productivity solutions and systems. The banks are well aware of the importance of the digital solutions and also the human to human interaction. That is why the customers and visitors are always welcome at the banks. The human to human interaction is critical to build trust and to establish long term relationship with the customers. However, if a customer will have to wait for a very long time before they get a chance to meet the bank representative, it is extremely hard to deliver satisfactory service. That is why the appointment booking systems and tools are used.

The appointment booking system ensures that the customer get a schedule for meeting the right person at the most convenient time for them and they don’t have to wait, so they can peacefully interact with the staff and get the service done.

How Appointment Booking System can be integrated with a Queue Management System?

The Appointment booking system is a software program that allow the customers and visitors to sign-up or register and schedule an appointment. The appointment booking system can provide various information which are helpful for the appointment booking, for example, it can provide the list of bank relationship managers or customer service representative along with their availability, etc. Such information help the customers and visitors to book appropriate time as per their needs. Moreover the customer can book appointment by calling to the bank help center or through the mobile application. On the day of appointment the queue management system can issue a ticket and provide the customers with the estimated time of their turn. This results in very little wait time or no wait time at all. Which is excellent for customer experience and customer satisfaction.

All these functionalities and many more required data synchronization and integration in real-time. Both the appointment booking system and the queue management system pull and push data from each-other and also from various other systems. All this is achieved with secure web services or APIs. The APIs make it possible to link two separately managed databases and also connect the systems with the central information center of the bank.

The Benefits of Integrating Appointment Booking System with a Queue Management System

When an appointment booking system is integrated with a queue management system the bank can have several perks and it can also offer various innovative features to improve customer experience and customer satisfaction. Here are some benefits of integrating an appointment booking system with a queue management system could help banks to enhance its customer’s experience:

Offer freedom to book a time of service as per the customer’s convenience
Allow customers and visitors to sign-up for virtual queues and enable virtual queuing
Provide customers additional information about the branches
Allow customers to choose any service agent or the one which served them the last time
Prioritize the premium customers and segregate them to improve customer flow
Reduce the wait time to literally none
Improve customer journey and customer experience by optimizing various business processes
Help service agents and staff to improve their performance and efficiency
Collect customer feedback data and gather business intelligence
Integrate smartphone applications for appointment booking, queue management and feedback
Provide live queuing information to the customers via SMS, Online Portal or Mobile Apps
Improve overall operational capabilities and optimize the use of resources
Reduce per service cost and increase profitability
Reduce customer churn rate
Improve customer loyalty and brand reputation
Ensure long term success and growth

Enabling the virtual queuing, remote sign-ups and appointment booking can really enhance customer experience and customer journey. The appointment booking system allow the customers to get live information about the schedules, busiest hours, busiest branches, and much more. The smartphone application offer various innovative features to further improve customer journey. For example, the smartphone application can offer a branch locator which provide details about the branches their timings and other details that help the customers and visitors to schedule their visit. Once an appointment is booked the queue management system can issue them a virtual token for their queue. The queue management system can also provide live queuing data to the customers and visitors which help them to plan their visit. Several channels can be used for reminders, notifications and alerts to make sure the customers don’t miss their turn.

Moreover the queue management system can also collect customer feedback data, which can be added to the main business intelligence which is also being collected from each and every touch point of the customer journey along with various stats and employee KPIs. Such data is extremely helpful for the banks. The management can easily prepare actionable reports and make policies to make improvements wherever needed. The employee KPIs can also be provided for the HR usage.

Conclusion

Banks in Dubai and all around the UAE are working in a very competitive market. The customers also have high demands and market trends are also getting changed all the time. In such scenarios businesses often innovate new solutions or combined two available solutions to innovate the utility. That is why integrating an appointment booking system with a queue management system is such a wonderful idea. Both systems are used for customer happiness and customer satisfaction. When combined, the results could be astonishing. When integrated with a queue management system an appointment booking system takes the customer queuing to the next level, it added value to various business processes and it offer ultimate freedom and control to the customers. It also boost the agent’s performance and improve profitability. RSI Concepts is a leading customized software development company with having appointment booking system and queue management system as the two most popular products. If you are interested in improving your bank’s capabilities and to increase customer satisfaction, feel free to let us know. If you want to learn more about the topic, please free to leave a comment in the comment box below and we will get in touch with you soon.

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January 5, 2022

Why Small and Local Businesses Need a Queue Management System?

Businesses use digital solutions to facilitate their customers and to boost their own productivity. These digital solutions can help businesses in many different ways, which could improve their operational capabilities and profitability. Big businesses are using queue management system for more than a decade now, it has become an absolute necessity for them. However small and local businesses haven’t embraced this technology yet. Although there are a lot many small and local businesses who are using a queue management system or any other kind of digital product to aid there queuing process, but the overall adaptation rate is not as that high as it is in large businesses such as banks, hospitals, government offices, educational institutions, telecom, etc. The small and local businesses in Dubai or in anywhere else in UAE have started to focus more on customer service, customer happiness and customer waiting experience.

Let us just admit it, no one likes to stand in long lines at a retail store. Most of the time when the queue is too long, people don’t even enter the store instead they move on to the next one. That is why it is extremely important for a business to provide excellent customer service and to prevent any congestion at the counters. Same is applicable for the small and local businesses, in fact they have to be more careful about their customer service. As small and local businesses usually have low budget and less employee so in order to ensure optimum balance between the expense/cost and the profit, they might be hesitant in investing in any digital system such as a queue management system. And due to the same reasons they might often feel overwhelmed with the load of the customers. Which not only results in poor customer experience but also increase customer churn rate.

The customer churn is simply the measurement of the number of customers who have entered into the business and wanted to purchase something but due to any reason they leave without making a purchase. Mostly the reason is the rush at the counters or very slow moving queues. In this blog we will discuss the basics of a queue management system and its benefits for small and local business to let them understand how important it is to have a digital queue management system at their store/business.

What is a Queue Management System?

A queue management system is a combination of software and hardware devices that help businesses to manage the queues and customer flow with more efficiency and also help them to enhance the customer experience and customer journey. The queue management system consists of the following essential parts and components:

Queue Management Server Application: This is the brain of the system, an intelligent software with advanced algorithms to operate and control everything in real-time. It resides on a server or cloud or online and is connected with each and every other component.
Customer/Visitor Dashboard: This is an interactive dashboard, which is usually available on an interactive kiosk machine. This dashboard allow the customers and visitors to sign-up for the queue and it also issue the tickets.
Agent Dashboard:This is an interactive dashboard for the agents/servers who can manage, control and monitor queues from their portal. Usually it is a web-based application which is available on the agent’s computer.
Administrative Dashboard: This dashboard is also a web-based application which is designed for the management to monitor the entire queuing process and to customize policies and perform all administrative functions.
Digital Signage: These are large display screens placed on strategic location where everyone in the waiting area can view them. These screens are used to display queuing information in real-time along with that the business can run multimedia content to increase customer engagements.
Announcement System: The announcement system is used for customer calling, it displays the ticket number of the digital signage as well as it also call the token number and its allocated counter in multi-lingual audio through the sound system installed all around the premises.
Counter Plates: The counter plates are available in three types, first one is an ordinary name plate, the second type is an LED based Dot Matrix Display and the most widely used is the small digital display screens which displays counter number, ticket number or any other additional information if needed.

These are just the basic components, there are several others that can be added to further improve the efficiency of the system. For example, virtual queuing is one of the most popular queuing method used by both large and small businesses. Another most popular form is QR Code based queuing. The queue management systems are usually customizable, so businesses can come up with their own ideas to innovate new features that could help them to reduce waiting time and improve customer experience.

Advantages of a Queue Management System for Small and Local Businesses

Small and local businesses need an efficient queue management system to improve their customer journey and to increase operational efficiency. As small and local businesses have limited budget and a limited number of employees so it is very crucial to utilize each resource efficiently to ensure maximum outcome. Unmanaged or poorly managed queues not only decrease customer satisfaction but also put strain on the staff which further results in poor employee performance and even poorer customer experience. Another major factor that could make things more difficult is the limited physical space, all small businesses have limited physical space and if it get crowded it will not only harm customer experience but it could have other negative effects too.

Here are some advantages of a queue management system for a small or a local business:

Queue Management System Reduce Wait Time

Simply be managing the queues, reducing the stress of the waiting customer and helping the employees to boost their performance a queue management system can significantly reduce wait time. This can be achieved in many ways, in fact for different businesses the queue management system works differently, let us discuss two most commonly found small businesses. For example a retail store such as clothing brand or just a general grocery store wants to improve its customer experience and customer satisfaction by improving their waiting experience. One thing is for sure, for any small or local businesses the customers must have to wait, it is inevitable. Especially during the rush hours, when the footfall is at its highest of the day, things could really get out of hands. A queue management system can offer mobile apps or SMS enabled sign-up process which help the shoppers to sign-up for the queue. The difference is they don’t have to wait in the line anymore, they can roam around the store and once their turn will come they will be notified by alerts and notifications either in-app or push notifications or simply SMS notifications. Hence the customers can go to their counter and get served immediately without any wait or very little wait time.

Similarly for other types of small and local businesses who are offering some kind of services instead of offering products. For example, there is a salon or small travel agent or a local real estate branch. The physical premises is small but during the busy hours it could be crowded. The queue management system can completely eliminate the problems that businesses might face on daily bases such as someone crossing the line or any dispute occurring among the staff or even with other customers, etc. Without a queue management system usually the staff is involved in solving such problems which deviates them from their primary task and also increase their workload. But with a queue management system this all could be avoided the staff could get more time to focus on their primary tasks, which expedite the service delivery process and the customers also remain calm as they know once their turn come only then they will be served. In addition to that in such small premises the digital signage could play vital role in further improving the customer experience by playing multimedia content and publishing queuing detailslive.

Read More: Queue & Waiting Time Management

Queue Management System Improves Employee Efficiency and Profitability

The small and local businesses usually manage their queues manually which not only reduce the customer happiness and customer satisfaction but also increase the workload of the staff which not only result in poor employee performance but it also results in poor customer experience as well. In fact such situations reduce the overall morale of the staff which directly impact on customer satisfaction and customer happiness. However, with the help of a queue management system when the queue are managed automatically and the employees have less work to do, the effects will be reversed, which means the employee will have a very balanced workload which will raise their morale and also improve their work efficiency. This reduce the overall per service cost and increase overall profitability. Once the employee start working on their full potential they will also cause reduction in the waiting time as the service delivery will be faster, which will also improve customer experience and increase their satisfaction. That is how a queue management system can boost the overall brand image and customer loyalty of a small or local business which is extremely important for a long term growth.

Queue Management System Increase Customer Loyalty and Ensures Long Term Growth

The customer loyalty and the long term growth are extremely important for a small or local business. As the competition in the market is very high, small and local businesses are also located nearby each other, usually concentrated in a certain area or sector of the city which means the customers have too many options available. In such scenarios losing a customer due to bad customer service or mismanaged queues could seriously harm the reputation of the business which could have dire consequences in long term. Hence it is extremely crucial that business ensures ultimate customer satisfaction to make them happy. A happy customer is tend to come back again which help building good relationship with them and increase their loyalty.

The loyal customers are tend to be a good brand advocate, they share their positive experience with their colleagues, friends and family and they recommend your brand to others. The loyal customers are more likely to defend the brand while talking to other people in real life or in online or social media platforms. Which help building a positive reputation of the business. A small or local business with positive reputation can attract more customers hence customer loyalty and customer satisfaction has long term effects on the growth and brand image.

Queue Management System can Gather Business Intelligence and Customer Feedback Data

A queue management system is not only used to manage the queues, but it is a very powerful tool that can monitor and capture data from each customer touch point. The system usage data and other stats are very helpful in identifying the areas of improvements and let the business management understand their customers more accurately. The queue management system can also measure and monitor various KPIs which can further help improving the employee efficiency. For example the queue management system can accurately measure the service delivery time each employee takes to serve a customer, it can also collect customer feedback data and various other types of stats which can be analyzed by its in-built analytical engine and the data can be extracted in reporting formats. Which help the management to take informed decisions and to draw strategies for the future.

Collecting the customer feedback data is one of the great feature of a modern day queue management system. The customer feedback collection not only provide a deeper insight to the customer’s mind but it also help improving customer to business relationship. When a business start collecting customer feedback the customer get a sense of importance and feel more connected to the business. They know that their favorite brand is interested in learning their opinions, views and taking their complaints which shows their seriousness to improve their customer’s experience. This also increase customer loyalty. The customer feedback data can also be extracted in various reporting formats which can be used to analyze various business process, quality of the products/services and also to analyze the behavior and capabilities of the customer service staff. Such data is very important for decision making and planning for the future and help businesses to improve in all aspects.

Conclusion

For any small or local business investing in a new solution could be a difficult decision. A queue management system is not as that expensive but still we have witnessed that small and local businesses in Dubai and also in other parts of UAE are a little bit hesitant in investing in it. A queue management system could be a game changer for a small or local business. It can help organizing the queues and improving employee efficiency along with that it also help improving customer experience by reducing the wait time and offer many features that can benefit the business to further reduce the wait time and help them boost their performance. These all factors result in higher customer satisfaction and improve customer loyalty. The loyal customers are important for a long term growth.

A queue management system also gather business intelligence data and customer feedback which provide a deeper understanding of relevant business processes and customer’s mindset. These all information improve the decision making capabilities of the business and ensure a positive growth with higher efficiency and profitability. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the topic or if you are interested in a quote, feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

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December 27, 2021

Bank Branch Transformation with High-tech Queue Management System

These day’s in UAE almost every bank is offering digital service channels to their customers to facilitate them. However, when customers come to visit the bank at the physical branches it could get very difficult to manage the customers and maintain agood customer experience. Another big challenge is the health and safety concerns. The bank branch occupancy limits and the social distancing rules are also adding to the queue management problems and making it difficult to provide a good quality service and satisfactory customer experience. The market trends and customer’s expectations have also been changed, now a day’s people are more adoptive and inclined towards digital interaction. In fact studies have shown that more than 80% of the ordinary customers are expecting from their favorite brands to offer some kind of digitalized interaction. A high-tech queue management system can bridge the gap between the physical and the digital customer experience and it can significantly improve the customer journey.

For any bank branch it is extremely important to manage their customer’s wait time and journey to ensure they have a great experience. The studies have shown that an average customer can willingly wait for around 13 minutes beyond which they start developing a negative experience with the bank. A queue management system is not only about managing the waiting experience, in fact a modern day high-tech queue management system is a very capable tool which can enhance and improve the waiting experience and the entire interaction of the customer with the bank branch. A high-tech queue management system not just only manage customer wait time but it can manage the entire customer journey from pre-arrival to post-servicing activities. The bank branch transformation and digitalization is only possible with a modern and high-tech queue management system that can offer innovative solutions of the customer journey problems and help banks branches to achieve the higher customer satisfaction without investing anything additional in human resource or in other resources.

What is a Queue Management System?

A queue management system is a combination of software and hardware components. In Dubai and all around the UAE there are several different types of queue management systems used by the businesses. The main objective of using any queue management system is to facilitate the customer flow and to ensure a better waiting experience. Apart from that a modern day high-tech queue management system also manages several other steps of the customer journey and it also provides a detailed business intelligence and insight to let the management draw specialized conclusions which further help them to improve various business processes and customer journey. A queue management system comprises of a sign-up terminal/channel (which is usually a ticket dispensing kiosk), digital signage, announcement systems, counter plates/displays and software dashboards for the administration and for the servers/agents. These tools are designed to facilitate the both the customers and the staff during the customer journey. There are several other hardware and software components which are widely used by the businesses but from the user point of view the operation is almost the same.

What is a High-Tech Queue Management System?

Well a queue management system is always a queue management system, but there are some queue management systems which can offer an entirely different kind of features that help transforming the bank branches and the customer experience. For example the old Nokia 3310 was a mobile phone and the modern iPhone is also a mobile phone, both are capable of calling and texting, but the iPhone is considered to be more high-tech and advanced as it offers various additional features and makes it more effective and useful. Similarly a high-tech queue management system manages the customer flow and queues but in a better way and it can also offer numerous new features which increase its importance and usefulness. For example a high-tech queue management system offers multiple channels for the sign-up such as QR Code, SMS, Mobile App, etc. It can also support virtual queuing which allow the customers to sign-up and wait in virtual queues and only arrive at the bank branch when their ticket number is called, hence technically there is no wait time at all.

Here are some features of a high-tech queue management system that enable a very quick and cost-efficient bank branch transformation:

Multi-Channel Sign-up & Virtual Queues

The high-tech and advanced queue management systems support multi-channel sign-up. Traditionally there is a ticket dispensing device or an interactive kiosk which help the visitors and customers in the bank branch to sign-up for the queue. However, the high-tech queue management system offers additional channels for the sign-up such as remote sign-ups through the web-portals, smartphone apps, SMS, QR Code, etc. This flexibility enhances user experience and facilitate the sign-up process. The remote sign-up channels sign-up the customer for the virtual queues, it means they will be treated as they are physically present in the actual queue but in reality they can wait outside, or arrive only when their turn come. The queue management system can keep sharing the queuing information and updates via a suitable channel to keep the customer up to date. The queue management system can also send alerts and notification so the customer won’t miss their turn. The multi-channel sign-up process eliminates the need of waiting inside the bank branch hence the actual wait time is significantly reduced or none. The remote sign-up allows the customers to wait outside the bank branch and they don’t need to wait in the crowded lobbies or waiting areas.

Seamless Customer Flow & Automated Customer Journey

The banks are the organizations where daily customers’ visits are inevitable, some days of the weeks are busier and some are not, sometimes the entire bank branch is fully occupied, in all such scenarios the management and staff have the prime goal of ensuring a great customer experience which is not impossible with slow moving queues and long waiting time. A bank is offering several services at a bank branch and they are also dealing with different categories of the customers too. For example, some counters are exclusive only for VIP or Premium customers, some are for business customers and some for individual customers and so on. Similarly there are certain counter who only deal in certain services or even some counters are exclusive for only a single service. These all are real life scenarios there could be so many other possibilities as well. In such situations it is crucial to segregate customers as per their need and mode of service or any other policy and then direct them to the designated counter to prevent any confusion or unwanted delays.

A high-tech queue management system is designed to handle all such scenarios including features that allow the banks to implement customized policies in each branch. Usually the queue management system identify the customer by the selection of the service they had selected while signing up for the queue. Later it automatically route each customer to the appropriate counter. In case if any server or agent went for a short break or something, the modern high-tech queue management system is capable of routing the customers to the alternate counters as well. All the data and monitoring is happening in real time and the queue management system software is also taking decisions in the real time, so everything is managed automatically without any human intervention. This features makes the customer flow very quicker and it also prevent a lot of problems that could occur in a real life scenario. The automated customer journey feature can also balance workload of different counters and with a dedicated administrative control panel the bank head office or the bank branch manager can control these polices and work flows as well.

Powerful Software Tool & Administrative Control

The modern high-tech queue management system has a powerful software engine and intelligent algorithms which ensure excellent efficiency and ultimate performance. The queue management system consist of an administrative dashboard which is for the branch management and the head-office management, the second part is the agent/server dashboard, which is designed to aid the service delivery process and various other business processes. The agent dashboard can be linked to many other organizational tools and systems which reduce the work of the server/agents and expedite the service delivery process. The administrative dashboard allow the management to remotely manage and monitor the entire queue management system and all connected branches. The head-office can instantly update and push policies to all or selective branches via administrative dashboard and they can perform several other administrative functions.

Our high-tech queue management system is also equipped with ability to integrate with other systems and tools which enables it to share information, data and stats with other systems and get access to the data from other systems within or outside the IT infrastructure of the bank. Such integration expedite the service delivery process and can reduce various customer journey steps. Moreover the integration is also very useful in sharing business intelligence and analytical data with other systems in various reporting formats. The high-tech queue management system is also very capable of triggering alerts and sending notification in real time as per the set policy and parameters.

Reduction in Customer Wait Time and Enhanced Waiting Experience

The high-tech queue management system offers multi-channel sign-up process, virtual queuing and various business process improvements which reduce the entire customer journey hence the waiting time is reduced. The queue management system comes with digital signage and audio-visual announcement system which is used to improve customer’s waiting experience in the waiting area. The digital signage is used to display the live queuing information and banks can also run adverts, multimedia content and engaging material which keeps the customers engaged while they are inside the bank branch. It reduces the waiting stress and improve customer’s waiting experience. The automated customer flow and customer routing functionalities can significantly reduce the customer wait time. The agent dashboard is very helpful in expediting service delivery process which also help reducing the overall wait time of the customers.

The queue management system can also provide live queuing information on other channels such as SMS, mobile apps or customer portals. Which also keep the customer engaged and allow them to remain up-to-date. Which enhances their waiting experience even if they are outside the bank branch. The queue management system can send several alerts and notifications to make sure the customers who are waiting outside don’t miss their turn.

Gather Business Intelligence and Collect Customer Feedback

The business intelligence is the most important part of any digital system or tool. The high-tech queue management system is equipped with smart and intelligent algorithms and analytical engine which enables it to collect the statistical, usage and monitoring data from each and every touch point throughout the entire customer journey. The reporting mechanism is also capable of measuring and monitoring various KPIs for the employees and various other aspects. All this data is collected in real time and then automatically processed, furthermore the administration can also implement various analytical tools to compile reports. These reports help the management to draw precise conclusions to evaluate their current strategies and it also help them identify the areas of the improvements.

The customer feedback is one of the most crucial part of the business intelligence data and it provides a direct window into the customer’s mind. Which help banks identifying the problems with the customer journey or any other business process. The banks can also conduct various surveys to get deeper insight which can be later utilized along with other business intelligence inputs to draw future policies and strategies.

Conclusion

The advanced high-tech queue management system can significantly boost the customer experience and improve their journey throughout the bank branch. The queue management system allows various sign-up channels along with virtual queuing which provide more flexibility and convenience to the customers and visitors. With the help of these facilities the customer are no longer required to physically wait inside the bank branch. In fact they could be signed-up for the virtual queues via virtual or remote sign-up methods. The automated customer flow management and customer routing mechanism automatically control the customer flow and maintain a balanced workload for the employee as well. Which not only reduce the wait time but also help boosting the staff performance as well. Collectively all these factors help reducing the waiting time and improving the customer experience and customer journey. Our high-tech queue management system also help collecting customer feedback and gathering vital business intelligence data which can be later analyzed by the in-built tools to compile reports. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the high-tech queue management system or if you are interested in a quote, feel free to contact us through our Contact Us page or leave a comment below and we will get in touch with you soon.

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October 10, 2021

What Is Virtual Queuing? A Guide to Virtual Queues

A queue management system is a digital tool that help businesses in managing the daily visitors and customers flow and ensuring they are getting served in the most convenient manner possible. The queue management systems allow the businesses to segregate different customers for different queues as per their needs, and are quite capable of controlling the entire customer flow fully automatically. The automatic management eliminates all human related errors and problems. The customer feel more confident as they know no one else can take their turn and everyone will be served as per their turn. The automation also reduce the workload of the staff and expedite the customer journey and it can improve various service delivery steps. Overall a digital queue management system can offer almost 50% to 60% deduction in the waiting time and in some cases the waiting time can be reduced even more than that.

The queue management systems are not new for the businesses and enterprises in UAE. However, as we all know the technology evolves and grows very rapidly. The demand of a modernized and innovative queue management solution which can enhance customer experience is always high. This demand encourages the manufacturers and system designers to come up with innovative and creative solutions. The customer wait time is the most important factor in customer satisfaction. Studies have shown that an average customer can wait for maximum thirteen minutes, any wait time longer than that will keep reducing the customer happiness and customer satisfaction. So, the business are always seeking ways and techniques to reduce the customer wait time as much as possible. A virtual queuing is one of the most modernized and technologically advanced solution to deal with the wait time and other queue management problems.

What is Virtual Queuing?

As the name suggest virtual queuing is a form of queuing that is virtual. It means that a customer or visitor can sign-up for the queues virtually and the queues themselves would also be virtual. The customers and visitors are provided with a medium to sign-up for the virtual queues by remote or virtual channels. Which enables them to arrive only when their number is called. They don’t have to come and wait in the physical lines to be able to stay in the queue, they can wait anywhere. Since the sign-up process is also virtual/digital which allows them to sign-up from anywhere without being physically present at the branch, this can reduce the wait time significantly. There are several technologies and methods used to provide the necessary digital queuing features such as sign-up, customer calling, providing information, communication and live coverage of the ongoing queuing process and other relevant details.

The virtual queuing can offer all standard queuing features along with some additional features that can literally eliminate the need of waiting at the branch and offer ultimate customer experience. The customer satisfaction and customer happiness is guaranteed. Studies and statistical data is suggesting that a business could witness up to 60% reduction in customer churn rate and also the negative feedbacks and complaints got reduced significantly after implementing a virtual queuing solution. The virtual queuing improves customer experience and help business building a strong relationship with their customers. A good relationship with customers is necessary for customer loyalty, the loyal customers are tend to be a good brand advocate and it is nine to twelve time less expensive to sell to an existing customer than acquiring a new customer. Customer happiness and customer satisfaction directly impact your revenue and growth.

What is Virtual Queue Management Systems?

A virtual queue management system is not different than any ordinary queue management system, in fact a virtual queue management system have all basic features of a traditional queue management system along with additional features that made it a virtual queue management systemwhich will enable virtual queuing processes. As each business is different and have its own unique set of methodologies and business practices which distinguishes it from others, that is why the queuing requirements and policies are also different. However, there are some basic features of a virtual queue management system which enables a fully-virtual queuing experience for the customers and also allow the businesses to implement their policies and strategies. Here are some basic virtual queue management system components and features:

Virtual Sign-up
- Online Channels
- Mobile Apps
- QR Code
- Traditional Channels
Virtual Waiting/Queues
Multi-channel Remote Queuing Information Updates
Traditional Queue Management Components
- Counter Plates
- Digital Signage Screens
- Ticket Dispensing Kiosk/Terminal (Optional)
- Audio-Visual Announcements and Customer Calling
Administrative Control Panels and Agent Dashboard
Server Application or Queue Management Server
Third-party System Integration
Customer Feedback Module/System

These are some of the basic features and components that a virtual queue management system must have. However, it is always best to go for a customized queuing solution. The customization allow the business to integrate the queue management system more effectively into their existing infrastructure. Business can link other systems and the central information center or database with the queue management system to make the management and monitoring easier and such customization also enhance the current business practices and work flow. Usually when businesses go for an off-the-shelf solution they might have to make some adjustments to their existing processes and work flow which could make the administration a bit more complex. Anyways, the customized queuing solutions and ready-to-deploy systems both are equally popular in Dubai and all around the UAE. The efficiency and effectiveness of the solution will be determined by the requirements and objectives of the business.

How Virtual Queuing Works?

The virtual queuing doesn’t require your customers and visitors to be physically present at the business to sign-up for the queue or to wait in the queue, in fact these two functions can be done virtually/remotely. Another major difference is that it supports virtual queues, it means whether the customer or visitor is physically present in the queue or not they can still be treated as present in the queue and their turn will come accordingly. This provides ultimate freedom and convenience to the customers and visitors. Basically the main objective of deploying a queue management system is to reduce the wait time, organize the customer flow and improve the customer experience. Here is how the customer journey is through the virtual queue management system:

Virtual Queuing: Sing-up

The sign-up process for virtual queuing is usually by the remote channels. Some retail businesses and small branches also offer QR Code based sign-up. The customers can scan the QR Code and will directed to the mobile ticket issuing page and can sign-up there and get a mobile ticket issues instantly, the same page can also provide the queuing updates and other relevant information. Here are some most popular channels used for virtual queuing sign-up:

Smartphone Applications
Online Customer Portals
Online Appointment Booking
Email, Call, SMS, etc.
QR Code

The customer can sign-up by any available method and channel and will get the ticket issues. The business can also provide queuing information to the customer by multiple mediums.

Virtual Queuing: Waiting

There is literally no actual waiting with virtual queuing. The customers are completely free to wait anywhere they want, all they need is to sign-up from any available channel and then wait for their turn. The customers can arrive at the business at the very same time of their turn or when their ticket number is called. This completely eliminate the wait time. The businesses also don’t have to stress much about managing a large number of daily foot fall or crowed formation in the waiting area or any other problem. The businesses can easily implement social distancing polices with a virtual queuing enabled queue management system.

Virtual Queuing: Service Delivery Experience

The service delivery experience or the customer’s interaction with the agent/server is always better with virtual queuing. As the customers are not bound to sit in the waiting area and there is no compulsion of standing in the lines, the customers who arrive at the counter are always fresh, happy, and cooperative. On the other hand as there is no burden of managing the customers and there are not distractions for the employees the agents/servers are also happy and satisfied, they have balanced workload and they have enough time to focus on their primary tasks. This has double effects on the customer experience and the customers being more cooperative and understanding and the staff more active and happy lead to a superior service delivery experience and good quality service.

The virtual queue management systems can also facilitate the service delivery process, this can be achieved by integration the queue management system with other systems and central information center to facilitate the agents/servers via their dedicated agent dashboard. So along with reducing the wait time to literally none the business can also ensure a quicker and good quality service delivery.

Virtual Queuing: Customer Feedback

The customer feedback is a very important part of business intelligence data. It provides a deeper understanding of your customers as well as it provides a chance to accurately evaluate the effectiveness of various business processes and business resources involved in the customer journey and customer experience. A virtual queuing enabled queue management system can collect customer feedback from various mediums and channels. For example if a customer is signing-up via mobile app or SMS, then the customer feedback can be collected from the same channel as the same channel was already preferred by the customer. This increase the customer response rate and help businesses improving their relationship with their customers and the customer feedback is also good to promote a positive brand image and brand identity.

What are the Benefits of Virtual Queuing?

Whether it is a small business, retail store, large enterprise, government department, bank, hospital, university or collage, or any other organization, the only thing that everyone want is to improve the customer experience and customer journey to achieve the highest levels of customer satisfaction. The customer satisfaction can directly impact the business reputation and brand identity. Which is critically important for growth and profitability. The virtual queuing enabled queue management systems are way too effective in doing that than comparing to traditional queue management systems. Here are some key benefits of virtual queuing enabled queue management system:

Reduce Wait Time: The wait time can be reduced to literally none due to virtual queues and remote sign-ups.
Multi-Channel Sign-up: The multi-channel remote sign-up facility offer freedom and convenience to the customers.
Effective Crowd Prevention:Automatic in-built smart algorithms controls the number of the active queues as and monitor everything in real-time to prevent the crowd.
Social Distancing Enabled: Implementation of the social distancing is very easy with virtual queuing, the business can easily set the number of customers they can facilitate at any point of time.
Boost Employee Efficiency:The virtual queuing takes off a lot of the work load of the staff and help improving the employee efficiency.
Smartphone Applications: The virtual queue management system can provide integration with the smartphone apps or can also offer dedicated smartphone applications, both are very effective to facilitate the customers and visitors.
Third-Party System Integration:Like any other high-tech business solution the virtual queue management system also support third-party system integration which help businesses to offer a variety of functionalities and help improving business processes and service delivery mechanisms.
Higher Profitability: The virtual queuing can significantly reduce the expenses by boosting employee performance, enabling the business to optimize resources and by increasing customer retention and the customer satisfaction also increase revenue and reduce cost.
Customer Feedback: Virtual queuing offer a variety of communication channel which can be utilized to collect more and highly accurate customer feedback data.
Reports, KPIs and Business Intelligence: Like any other modern system the virtual queue management system can capture data from all customer touch points as well as it can effectively monitor various KPIs. It can provide actionable reports and integrate data with other systems too which results in a great business intelligence collection.

These are some of the key benefits of the virtual queuing or virtual queuing enabled queue management systems. There are several other benefits too which all can’t be mentioned in this article. The studies have shown that the virtual queuing is way more effective than traditional queuing methods.

Important Things to Understand before Switching to Virtual Queuing

In Dubai and all around the UAE more and more businesses and organizations are switching to the virtual queuing. In fact since the early 2020 the virtual queuing adoption rates have been doubled or even more in the recent few months in the UAE and in many other regions worldwide. However, before you switch to a virtual queuing business model here are some things that you should consider:

Waiting Area: Switching to virtual queuing doesn’t mean that you no longer need any waiting area, in fact there will be some customers who would wish to wait inside the premises to wait for their turn.
On-Site Check-Ins: Similarly there would be some customers who would like to go with the more traditional way, so keeping a traditional sign-up kiosk or ticket dispensing machine is always better.
Digital Signage: You will still going to need the digital signage to display the active queues and other queuing information even if your customers are just there for a brief moment of time. Provide all the necessary queuing information on the on-site digital signage.
Educate and Train your Staff and Customers: Obviously whenever a business implement a new system or solution it should train its employees and staff to be able to operate the system at its full potential. Apart from staff training your customers and visitors will also need training and education about the virtual queuing. The best solution is to place digital signage and run training videos and share the details of the process with your customers and audiences by all available channels.

Business and organizations who are switching to the virtual queuing often neglect these things and miscalculate the initial impact of the new technology on their customers and staff. It is important to switch to the virtual queuing with full preparation, which is why most of the modern virtual queuing enabled queue management systems also offer all the traditional queuing features.

Read More: Queue & Waiting Time Management

Conclusion

A virtual queuing is method of queue management which allows the customers and visitors to sign-up virtually/remotely for the virtual queues. This means the customer don’t have to be physically present at the business to sign-up for the queues and they also don’t need to wait in the physical queues or in the waiting areas to remain in the queue. The virtual queue management system is a very advanced queue management system with additional feature that enables the virtual queuing process. Customers and visitors can sign-up using various remote channels and they can get the status and updates through multiple convenient channels. These features can significantly improve the customer experience. The customer flow can be managed automatically and the customer journey can be reduced significantly. The virtual queuing also improve employee performance and enable the business to optimize the resources which reduce the expense and also increase profitability.

A good customer experience and customer satisfaction lead to higher customer loyalty, which further improve brand reputation and let business build strong relationship with its customers. In long term the virtual queuing have so many benefits which can help businesses to maintain a steady growth and improve brand image. RSI Concepts is a leading queue management system provider in Dubai, UAE. Our virtual queuing solutions are helping businesses to achieve their goals and objectives. If you are seeking a virtual queuing solution or if you want to learn more about it, feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: Top 10 Virtual Queue Management Benefits

September 28, 2021

How The Technology Improve Your Business Using the Queue Management System?

The technology is always helping businesses and enterprises to boost their performance, improve their productivity and profitability and to ensure the ultimate customer satisfaction. Everything here is connected to each other, the operational efficiency lead to good performance the good performance results in higher profitability and customer satisfaction which in long term help building good reputation and a positive brand identity, which is also very helpful in retaining the existing customers and acquiring the new ones. It is a kind of loop and the queue management system is the center point for this perpetual loop. Business and enterprises in Dubai and all around the UAE are considered to be fairly advance and high-tech, they are intensively relying on modern technologies and innovative solutions. The country is known to be among the most technologically advanced nations in the world.

Whoever is living in Dubai or any other part of the UAE must have had an interaction with technology while dealing with a business or enterprise. The technology is everywhere, the smartphone based solutions, self-service and the digital solutions are widely used to improve customer experience and customer journey. Especially the service based sectors are heavily relying on queue management systems to manage their customer flow and customer journey. The queue management systems are a great tool to maximize the operational capabilities with less resources and expenses and they queue management systems are also very helpful in providing an excellent customer journey and enhanced customer experience.

Here are some key benefits of the queue management systems and technology:

Queue Management Systems Reduce Wait Time

The most important factor in any customer journey is the time. How much a customer will have to wait to get served and how much time the service delivery takes will determine the level of customer satisfaction and customer happiness. There are two types of wait time, one is the actual wait time and the other is the perceived wait time. The actual wait time is the actual amount of time it requires from signing-up for the queue to getting the service and exiting the premises. However, the perceive wait time is what a customer feels the wait time is. Usually when managing the queues and customer flow manually with the help of the staff the customers and visitors don’t have any clarity on how long it will going to take them to wait to get served. This makes the wait time feel like more than what it actually is. Customers and visitors always tend to perceive wait time value a lot more than the actual wait time. However when a business of enterprise is managing the customer flow and queues with a digital queue management system this perception is reduced. The customers have more clarity and they know the lines and the flow is managed properly with the help of technology so the wait time will be less.

Moreover the queue management systems also provide an estimated value of the remaining time which is either printed on the ticket itself or either shown on the digital signage or both. This also have a very positive psychological effect on customers’ minds. The fear of unknown is in-built in human brains, when we don’t know about the future we got stress hormones released, which ruin the waiting experience. So with the help of the technology the queue management systems can reduce these types of psychological factors and improve the customer experience and customer journey. Furthermore when the queue management systems are used the entire customer flow is managed digitally and automatically, so the customer flow is quicker, the agents and staff are freed from extra work required to manage the queues, which increase their performance and further reduce the wait time. It is an estimate that an average customers start getting stress after thirteen minutes of wait time. With the help of technology the strass and wait time both can be reduced. The businesses and enterprises have two solutions either they increase the counters, which is extremely expensive or in some cases impossible, the alternate is a technology-enabled efficient queue management system.

Queue Management System Automate Customer Journey

The queue management systems are built on a very smart technology, it can easily drive automation and efficiency. With the help of a queue management system the businesses can easily automate the entire customer journey. In a customer journey after the wait time the next important thing that affects the customer experience is the customer flow. If the customer flow is inefficient it will not only waste a lot of time but it will also create other problems. For a simple and small queuing requirements the customer flow is fairly simple. But in case of a complex facility, where there are multiple counters and multiple queues the customer flow and customer routing become more complex. A queue management system is not only capable of managing such scenarios with better efficiency but it is also helpful in improving staff performance too.

The queue management system has an interactive sign-up self-service kiosk. Which enlists all of the available services, the customer can choose appropriate service from there and get themselves signed-up for that particular queue. Hence they will always wait in the right queue and there could be no confusion whatsoever. Furthermore in some scenarios some businesses offer stepped-services, these services are delivered in multiple steps. In order to get a single service delivery a customer will have to go to multiple counters/agents. These are called stepped services. A queue management system is quite capable of handling such scenarios. In addition to that the queue management system can also take real-time decision, for example, the queue management system can effectively re-route or balance load for different counters. If a counter is quicker than the other, it means it can handle more customers in a single shift, so the load can be managed accordingly, the ultimate goal is to maintain a unified customer journey and customer experience for all customers and improve efficiency.

Queue Management System Improve Employee Efficiency

The employee efficiency is vital for any business or enterprise. If your employees are not working on their full potential then you are bleeding resources and revenue. This will harm you badly and it could be very dangerous in long term. The employee efficiency is not only improved by training, there are a lot many other factors too. For example if the queues are managed manually then the employees will have to work on the queues and managing the customers too. This will distract them from their primary tasks and they would be exhausted soon, so when a customer will reach to them they could be either occupied or either exhausted and most likely fail to provide good quality service. Which will impact the customer experience and customer journey too. In fact it has double effect on that. One is the customers will also be stressed and anxious due to poorly managed queues and other such problems, then they will meet with the employees who are also distracted and occupied, this will have impact their interaction very badly and the chances are the employee will end up unhappy and unsatisfied.

However, with the help of queue management system technology, the customer journey can be automated and managed by the system which will free the employees from additional work, it will keep them highly focused on their primary tasks. It will also improve customer flow and reduce wait time, the highly managed queues and other benefits of the queue management system such as improved waiting experience will make the customer happy and when they will reach at the counter they will be welcomed by very active and alert employee who will provide them excellent service, the customers will leave happy and satisfied and they will have a great perception of the brand in their minds. This will boost their loyalty and help business to establish a good brand reputation. The positive brand identity and good reputation not only build good relationships with the customers but it also help businesses in acquiring new customers with more ease and less cost. The loyal customers are also tend to be a good brand advocate, which is also very helpful for promoting the brand and it improves conversion rate.

Queue Management System Collects Customer Feedback

The customer feedback collection technology is not new. When it is integrated with a queue management system it can provide great advantages. There are separate different ways to collect customer feedback the most effective way is to collect the customer feedback immediately after they had an interaction with a business. When businesses and enterprises ask their customers to share their experiences and feedbacks with them, the customers feel important and like to know they are being listened to. That has a very pleasant impact on the business customer relation and it increase customer loyalty. When a business start collecting customer feedback and take actions to address their problems and concerns the business automatically gain the trust of its customers and the customers start relying on them even more. The customer feedback is very important for understanding the customer’s mind, their problems, their needs, their expectations and market trends. Businesses can also utilize the customer feedback to assess and evaluate their policies, processes and methodologies.

The customer feedback is also very helpful in highlighting the areas of improvement and it provide a deeper understanding of the strengths and weaknesses of a business. Businesses can improve their products and services on the bases of customer feedback and they can make policies and change their practices in order to facilitate the customers and to make their experience more pleasant and attractive. Businesses in Dubai and all around the UAE are heavily investing in their infrastructure, training programs and improvements in their products and services, the only thing that most of the businesses overlooked is to know what the customers are thinking about all those efforts? This is very crucial for a business’s success. The customer feedback is the best way to evaluate and assess all those efforts and investments and the queue management system is the most efficient tool to collect highly accurate customer feedback data with higher customer response rate.

Usually when a business collects customer feedback by different mediums the biggest problem businesses face is the low customer response rate. Whether it is NPS Score, CES Score, CSAT Surveys or general purpose customer surveys the problem with all of them is the low response rate. Earlier businesses are collecting the customer feedback via their call centers, which is very expensive and it also happen to have low response rate, then businesses start using SMS, Emails, Websites and other tools, all of them had one issue, low customer response rate. One of the main reason of low response rate is the length of the survey, if customers are being asked to provide their contact details and other information before or after the feedback they usually quit the survey, there are several reasons for that. However when a customer feedback system is integrated with a queue management system it doesn’t require that, in fact the queue management system can automatically identify the customers by comparing the customer details from the service counter and the time of the feedback. As the customer feedback is collected through touch screens and tablets which are placed on each counters so the system can exactly know at what time which customers was there and who have submitted the feedback, this significantly increase the customer response rate and such scenario also provide more accurate feedback data.

Queue Management System Collects Business Intelligence

The modern day queue management systems are equipped with high-tech tools and latest technologies, which are not only just managing the customer flow but are literally transforming the customer journey and customer experience, on top of that the queue management systems are also providing a great source of business intelligence which help business in decision making and helping them to easily understand their customers’ needs and expectations. The queue management systems can easily collect business intelligence data from all touch points and they can also measure the employee KPIs and other indicators to provide a clear picture of the performance of the system, employees and other factors involve in the customer journey. All these data points and customer feedbacks collective form business intelligence data which can be linked to other enterprise tools and systems to link them to the central information center.

All modern day queue management systems have in-built data analytical and processing technology which help businesses to compile actionable reports from the business intelligence data. These reports can be extracted in various different formats as per the needs. These business intelligence data and reports enable the business to immediately understand and highlight any problem and let them make informed decisions. Furthermore the queue management systems come with in-built tools which help business to set triggers on certain events, automate report generation and sharing on the bases of the requirements and their internal work flow. For example the branch manager will be provided with a monthly report at the end of each month, the supervisor can receive weekly reports, and the head office can schedule quarterly reports and so on. These tools and functionalities are very helpful for the management and provide them real-time progress and performance updates.

System Integration with Queue Management System

The system integration is a very powerful technology it enables two completely different systems to share data with each other. Mainly the system integration is used to improve efficiency and to ensure each and every system user is being provided with the latest data and updates. In case of a queue management system the system integration is mainly done to share customer data, reports and feedbacks with other departments and management. For example there is a business with multiple branches and one head office, the head office creates and controls the company policy and push it to all the branches. This requires a centralized control and management, which almost all modern queue management system offers. This enables the head office to monitor and manage all of their branches in real-time. For example the head office want to add a new services and want to make it available on all of the branches, the queue management system allow the head office to add that service to each self-service queue sign-up kiosk and so on. Moreover the system integration also allow the queue management system to fetch or push data to the central information center or any other business tools or enterprise system.

The data integration allow the businesses and enterprises to offer innovative solutions and customize the queue management system and in fact the entire customer journey as per their very specific requirements. This is what distinguishes a business from the competitors and provide their customers with a unique and excellent customer journey and customer experience. The queue management system’s data sharing and system integration also allow the businesses to improve the service delivery process. The self-service queue sing-up kiosk can be equipped with technologies which allow the business to identify the customers at the very first step of their journey which is the sign-up for the queue. This can be done by EID reader, Facial Recognition, Biometrics, Barcode/QR Code, RFID or many other different ways. The customer identification enables the queue management system to automatically push the customer details and data to the agent/server dashboard hence the agent don’t have to do that, this skip the data entry step or customer identification step from the service delivery and make it more quicker and smoother. Which have a very pleasant effect on customer happiness and customer satisfaction.

Conclusion

The technology is transforming our daily lives, so does the businesses and market trends. A queue management system is an essential tool for service based industries and business sectors. The queue management system technology have evolved over the past few years. The modern day queue management systems do a lot more than just managing the queues. The queue management systems have evolved into a customer journey transformation tool. The queue management systems reduce the wait time, improve service delivery process, improve customer experience and ensure ultimate customer satisfaction. The queue management systems are also very helpful in improving employee performance. Businesses can collect vital business intelligence data from queue management system such as system usage details, queuing stats, employee KPIs, busy hours details, popular products and services, customer feedback and much more.

Furthermore, this data is processed and analyzed by the high-tech in-built software analytical engine to compile highly accurate actionable reports. Which help businesses in evaluating various aspects of the customer journey and performance and also enables them to highlight the areas of improvement. With the added benefits of system integration and remote management for the higher management and head office the queue management systems are incomparable. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you need help in customer journey transformation or want to implement a new solution, feel free to reach us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: Queue Management System with Facial Recognition Technology

BLOG OF RSI CONCEPTS

Category: Queue Management System

What is Queue Management?

What is a Queue Management System?

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

Reduce Customer Wait Time

Reduce Perceived Wait Time and Improve Waiting Experience

Virtual Queuing Literally Reduces the Wait Time to None

Automatic Customer Flow Management Improves Customer Experience

Reduce Employee Work Load and Improve Employee Performance

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

Queue Management System Increases Productivity and Profitability

Conclusion

A Good Queue Management System Mobile App Minimize the Wait Time

Mobile App Improves Waiting Experience and Reduce Perceived Wait Time

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

Enable a Direct Communication Channel with Individual Customer via Mobile App

Offer Additional Features with Queue Management System Mobile App

Collect Customer Feedback via Mobile App

Gather Business Intelligence Data

Conclusion

Queue Management System Reduces Customer Wait Time

Queue Management System Automates Customer Journey and Customer Routing

Queue Management System Improves Employee Efficiency

Queue Management System Supports Third Party System Integration

Queue Management System Collects Business Intelligence Data

Conclusion

Signup for the Queue

Customer Waiting Experience

Automatic Customer Routing and Customer Flow Management

Boost Employee Performance

Reduce Wait Time

Increase Profitability

Customer Satisfaction Drives Customer Loyalty

Offers Virtual Queuing

Enables Third Party System Integration

Collect Business Intelligence Data

Conclusion

What is Virtual Queuing?

What is Digital Customer Experience?

Virtual Queuing and Digital Customer Experience Optimize Wait Time

Virtual Queuing and Digital Customer Experience Improves Customer Satisfaction

Virtual Queuing and Digital Customer Experience Improves Service Quality

Virtual Queuing and Digital Customer Experience Provide Deeper Data Insights

Virtual Queuing and Digital Customer Experience Boost Employee Performance

Virtual Queuing and Digital Customer Experience – System Integration

Virtual Queuing and Digital Customer Experience is a Key to Long Term Growth

Conclusion

Introduction to Queue Management System

Introduction to Appointment Booking System

How Appointment Booking System can be integrated with a Queue Management System?

The Benefits of Integrating Appointment Booking System with a Queue Management System

Conclusion

What is a Queue Management System?

Advantages of a Queue Management System for Small and Local Businesses

Queue Management System Reduce Wait Time

Queue Management System Improves Employee Efficiency and Profitability

Queue Management System Increase Customer Loyalty and Ensures Long Term Growth

Queue Management System can Gather Business Intelligence and Customer Feedback Data

Conclusion

What is a Queue Management System?

What is a High-Tech Queue Management System?

Multi-Channel Sign-up & Virtual Queues

Seamless Customer Flow & Automated Customer Journey

Powerful Software Tool & Administrative Control

Reduction in Customer Wait Time and Enhanced Waiting Experience

Gather Business Intelligence and Collect Customer Feedback

Conclusion

What is Virtual Queuing?

What is Virtual Queue Management Systems?

How Virtual Queuing Works?

Virtual Queuing: Sing-up

Virtual Queuing: Waiting

Virtual Queuing: Service Delivery Experience

Virtual Queuing: Customer Feedback

What are the Benefits of Virtual Queuing?

Important Things to Understand before Switching to Virtual Queuing

Conclusion

Queue Management Systems Reduce Wait Time

Queue Management System Automate Customer Journey