RSI Concept
Menu
Close
Call Now Send Enquiry Call Request

BLOG OF RSI CONCEPTS

world map

Category: Queue Management System

How Queue Management System Helps to Provide Better Customer Service

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

How-Queue-Management-System-Helps-to-Provide-Better-Customer-Service

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

How Queue Management System Improves Customer Service Delivery Experience?

How-Queue-Management-System-Improves-Customer-Service-Delivery-Experience

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

How Queue Management System Reduces Wait Time?

How-Queue-Management-System-Reduces-Wait-Time

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

Queue Management System provides an Opportunity to Communicate

Queue-Management-System-provides-an-Opportunity-to-Communicate

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

Queue Management System Improves Service Quality

Queue-Management-System-Improves-Service-Quality

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

Conclusion

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

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

5 Paramount Needs of Queue Management System for Schools and Colleges

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

5-Paramount-Needs-of-Queue-Management-System-for-Schools-and-Colleges

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

1. Customer Flow Management at Student Enrollment Offices

Customer-Flow-Management-at-Student-Enrollment-Offices

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

2. Queue Management System Improves Brand Image

Queue-Management-System-Improves-Brand-Image

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

3. Queue Management System Improves Customer Experience

Queue-Management-System-Improves-Customer-Experience

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

4. Queue Management System Saves Time

Queue-Management-System-Saves-Time

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

5. Queue Management System Provides Statistical Data and Insight

Queue-Management-System-Provides-Statistical-Data-and-Insight

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

Conclusion

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

Check this out: Year 2021 and Queue Management System

Year 2021 and Queue Management System

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

Year-2021-and Queue-Management-System

Global Queue Management System Market Trends and Forecast 2020 to 2025

Global-Queue-Management-System-Market-Trends-and-Forecast-2020-to-2025

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

You can find the full report HERE.

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

Post COVID-19 Landscape

Post-COVID-19-Landscape

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

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

Queue Management Systems in Dubai, UAE in 2021

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

Queue-Management-Systems-in-Dubai,-UAE-in-2021

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

Conclusion

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

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

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

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

Importance of Queue Management System in 2021 for Schools and Colleges

The queue management systems are largely ignored by schools, colleges and other educational facilities. The administrations usually don’t pay much attention to the visitor’s flow and queue management in student-related services. Even most of the time people are complaining about the long queue and prolonged waiting time in the student enrollment area. Usually, the administration thinks that enrollment is once in a year event, but at the same time, it could be the very first impression of your school or college on the parents and students. So it is very important to have a productive and comfortable environment during that period.
Importance-of-Queue-Management-System-in-2021-for-Schools-and-Colleges

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

Queue Management System at Student Enrollment Office

Queue-Management-System-at-Student-Enrollment-Office

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

Queue Management System at Canteens/Food Courts

Queue-Management-System-at-Canteens-Food-Courts

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

Queue Management System at Student Affairs and Internal Offices

Queue-Management-System-at-Student-Affairs-and-Internal-Offices

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

Queue Management System at Libraries

Queue-Management-System-at-Libraries

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

Read also: Rental of Queue Management System for upcoming Sharjah Book Fair 2020

Conclusion

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

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

3 dimensions of Queue Management System for Hospitals

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

3-dimensions-of-Queue-Management-System-for-Hospitals

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

Queue Management System for Hospitals

Queue-Management-System-for-Hospitals

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

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

Data Input and Data Collection Process

Data-Input-and-Data-Collection-Process

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

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

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

Customer Happiness Meter

Customer-Happiness-Meter

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

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

Read also: Queue System for Medeor Hospital Dubai

Conclusion

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

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

Queue Management System Problems and Solutions in Dubai, UAE

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

Queue-Management-System-Problems-and-Solutions

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

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

1. Queue Management System Customer Experience Problems

Queue-Management-System-Customer-Experience-Problems

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

  • Estimated Queue Time

Estimated-Queue-Time

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

  • In-Queue Marketing

In-Queue-Marketing

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

  • Pre-scheduled Visits and Virtual Queuing

Pre-scheduled-Visits-and-Virtual-Queuing

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

  • Audio-Visual Aid and Multilingual Announcements

Audio-Visual-Aid-and-Multilingual-Announcements

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

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

2. Queue Management System Administrative Problems

Queue-Managemen- System-Administrative-Problems

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

  • Maintaining the physical queue and customer flow

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

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

  • Directional Signage for the Customer Flow

Directional-Signage-for-the-Customer-Flow

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

  • Premium Counters of VIP Service

Premium-Counters-of-VIP-Service

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

  • KPIs of the Queue Management System

KPIs-of-the-Queue-Management-System

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

  • Reporting and Statistical Analysis

Reporting-and-Statistical-Analysis

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

  • Queue Management System Software and Integration

Queue-Management-System-Software-and-Integration

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

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

Conclusion

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

Check this out: Appointment scheduling tips to improve customer experience

Appointment scheduling tips to improve customer experience

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

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

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

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

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

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

Availability on multiple platforms and mediums

Availability-on-multiple-platforms-and-mediums

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

Ease of Use (User Interface)

Ease-of-Use-(User-Interface)

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

Provide helpful information and the latest data

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

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

Communication is the backbone

Communication-is-the-backbone

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

Enable easy feedback channels

Enable-easy-feedback-channels

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

Effective Queue Management System

Effective-Queue-Management-System

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

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

Measure the KPIs

Measure-the-KPIs

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

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

Conclusion

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

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

Why should the bank think beyond queue management?

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Checkout: Future of Queue Management System in Dubai

10 impacts of Queue System with Customer Feedback System

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

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

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

1. Get rid of wait times

Get-rid-of-wait-times

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

2. Increase customer loyalty

Increase-customer-loyalty

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

3. Improve staff productivity and efficiency 

Improve-staff-productivity-and-efficiency 

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

4. Reduce the chances of queuing clash 

Reduce-the-chances-of-queuing-clash 

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

5. Segment your customers easily

Segment-your-customers-easily

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

6. Utilize data and gain valuable insight

Utilize-data-and-gain-valuable-insight

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

7. Improve staff satisfaction 

Improve-staff-satisfaction 

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

8. Better communication between staff and customers 

Better-communication-between-staff-and-customers 

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

9. Refocus jobs and floor space to improve revenue

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

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

10. Reduce operational costs

Reduce-operational-costs

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

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

Let's Talk?
Make an enquiry

Copyright © 2024 RSI Concepts, All rights reserved.

Terms of use Privacy Policy Cookie Policy