advantages and disadvantages of queuing system Archives - RSI Concepts - Top IT Solution Provider Company in Dubai, UAE

June 9, 2023

Why Every Business Should Invest in a Queue Management System?

The service sector knows very well the importance of customer experience. Businesses in Dubai or anywhere in UAE understand the importance of customer satisfaction. The UAE is a very competitive market and the customers simply have too many choices, which is why they are also very demanding. However, it is crucial for a business to ensure customer satisfaction and offer excellent services at their service center. A good customer experience not just make your customer happy but it also increases their loyalty and improve the brand image. A good brand image always attract more customers and vice versa.

That is why it is absolutely essential for a business to offer a great customer experience at their customer service centers. Businesses in Dubai and anywhere in UAE are investing heavily in customer satisfaction solutions. Regardless of industry a queue management system is the perfect companion for a modern day customer service centers. Businesses can find industry specific solutions as well as fully customized queue management systems which are exclusively designed to meet the very specific needs of the business.

What is a Queue Management System?

By definition a queue management system is a tool which is used to manage the customer flow and queues in the customer facing environments. The queuing theory is the learning and understanding of the line formation and customer flow. Businesses were managing queues since long time ago, even before the technological revolution and internet. Earlier businesses were managing footfall by forming waiting lines which worked on first come first serve bases. Later on businesses started issuing token numbers manually in form of small paper piece or tags, which have greatly improved customer flow and allow businesses to serve customers in different priority groups, and also enable them to segregate customers on the bases of services they need.

However, things have changed and the internet and IT technologies have evolved. Businesses then started deploying digital queue management systems. A digital queue management system is based on a software program and some hardware components. The modern digital queue management systems greatly improved the management abilities, control and performance of the queuing which also had a great impact on customer happiness and raise customer satisfaction. Moreover the Arabic queue management systems are also very successful in UAE and other regions of GCC.

Why Businesses should Deploy Queue Management Systems?

There are many reasons to deploy a queue management system. Every business who serves its customers at their offices, customer service centers or at their premises, need a mechanisms to manage footfall and ensure a frictionless customer journey. The customer journey is impacts customer happiness which is essential to attain customer loyalty and improve brand image. In this blog we will enlist key advantages of investing in a queue management system and how it benefits businesses.

Queue Management System Reduces Customer Wait Time

The customer wait time is the most crucial and significant factor in managing customer experience. Long wait time results in bad customer experience and unhappy customers. Only happy and satisfied customers will contribute to your business growth. Happy customers become loyal and loyal customers tend to be a good brand advocate who help you improve your brand image and attract more customers. On an average a 12 minutes wait time have least impact on customer happiness, more time added and your customers will become more unhappy and eventually they will become annoyed and angry which will not only ruin the customer experience but will also cause increase in customer churn and could badly impact your business’s reputation.

A queue management system digitalize the queuing process and digitalization drives automation which can greatly improve efficiency and reduce customer wait time. It also help improving employee efficiency and eliminate common queuing problems which results in less wait time and better management. Less wait time means happy customers and happy customers mean repeated business which will help you grow and increase profitability.

Queue Management System Improves Customer Experience

Queue Management System not only reduce customer wait time but it is very capable of improving the entire customer experience. Usually customers are welcomed with a self-service interactive ticket dispensing kiosk which allow them to choose the service they need or sign-in and get a ticket number. The customers can wait comfortably in the designated areas or they can go out to spend the wait time as they want, this allow them to sign-up for virtual queues, hence the customers doesn’t need to stand in long physical waiting lines. Furthermore the wait time is also a complex phenomenon, there is one actual wait time and there is one perceived wait time. The perceived wait time is always higher than the actual, it is our brain who tricked us in believing that more time has passed than what have actually passed.

The queue management system give customers more freedom and allow them to wait outside and keep them updated with regular alerts and notification such as SMS or WhatsApp, etc. The queue management system also have in-built announcement and customer calling system which keep customers distracted from waiting, it also have a digital signage which displays live queuing information and it also plays multimedia content or promotional material which keep customers distracted from the waiting time and help reducing their perceived wait time. These features significantly improve your customers’ waiting experience and raise their satisfaction.

Queue Management System Improves Employee Performance

The queue management systems also helps improving employee performance. It offers a comprehensive performance monitoring framework having multiple KPIs to monitor and evaluate employee performance. These KPIs help businesses to enhance their resource management strategies and are also very useful for the HR department. The HR can extract employee performance data to improve their training programs and take several HR decisions based on the employee performance data which help businesses improve their productivity in longer run. Furthermore the queue management system can automate several customer journey processes and digitalize several interactions which helps automating many tasks which are previously done by the service staff.

An effective queue management system can significantly reduce the workload of the employee which results in better performance. When employee works under balanced workload their satisfaction rises which raise their morals and have long term impact on employee performance and also enhance the quality of their work. The queue management system can also automatically reroute the customers based on the current customer flow at each counter to minimize the customer wait time which also help balancing the workload and enhance employee performance.

Queue Management System Reduces Cost

A queue management system is a great companion for your business to optimize the operational cost while boosting the performance and productivity. As I have mentioned above a queue management system can greatly improve customer flow and minimize the burden of the staff which results in a productive environment and it ensures high quality services for the customers. Furthermore the queue management system automates several queuing processes. The digitalization and automation doesn’t require any staff assistance at most of the touchpoints which means the overall need of human resource decreases. Businesses can invest in queue management system and minimize the need of human resource which can significantly reduce the operational cost without effecting the productivity in fact the queue management system can greatly improve efficiency.

The initial cost of the queue management system is also quite reasonable, as the technology used to build queue management systems are widely available. A queue management system consists of two parts, the software and hardware. Both software and hardware works independently and doesn’t require regular maintenance, which means the maintenance cost is also very low. The improved employee efficiency, decreased human resource need, and low-cost deployment of the system results in high ROI and help businesses minimize the per-service and overall operational cost.

Queue Management System Collects Business Intelligence Data

A queue management system is a digital tool which have a very powerful AI based software with smart algorithms and great capabilities of collecting business intelligence data. The business intelligence data includes customer behavioral data, their interaction at each touch point, system’s statistical and analytical data and various other insight which help businesses understand customer needs, demands, liking/disliking, market trends, staff performance and customer feedback. A digital queue management system also offers in-built analytical tools which help businesses extract actionable reports from the collected data. These reports can be included in the decision making process as well as these can be shared automatically as per set frequency.

The management can easily analyze the performance of each branch using these reports and on top of that customized reports can also be generated as per the needs of the management. The staff performance data is very useful for the resource planning and management and the HR can also use this data for several HR decisions. Queue management system can also be used to collect valuable customer feedback data which can be collected using on-premises tablets, touch screen or interactive kiosks and the queue management system can also integrate multiple channels such as SMS, Emails, WhatsApp, mobile apps, websites and many more. The business intelligence data help businesses improve processes, reduce cost and identify the areas of improvement which increase profitability and productivity in the long run.

How Queue Management System Improves Business

When a business deploy a queue management system it equally benefits all relevant parties. Whether it is customers, service staff, managers or senior management/head office everyone get several benefits. Here is a quick overview of benefits a queue management system offer for different stakeholders:

Queue Management System Benefits for Customers

Customer will have better waiting experience
More freedom and convenience during wait time
Less wait time and satisfactory customer service
Better communication, real-time updates and alerts
Virtual queuing features and appointment booking facility

Queue Management System Benefits for Service Agents

Balanced workload and low pressure environment
Get help and simplify service delivery process
More control and better customer flow management
Better performance, higher employee satisfaction

Queue Management System Benefits for Managers

Digitalization and automation improve administration
Digital controls help managers effectively control the customer flow
Analytical and performance data help managers make good decisions
Automatic alerts and notifications keep managers up-to-date
Advanced features help implementing company policy

Queue Management System Benefits for Head-Office

Enable head-office to get real-time updates from all branches
Improve monitoring and control over all connected branches
Help head-office to collect data and make reports from all branches
Help head-office to remotely implement their policy over all or selected branches

Conclusion

For businesses it is extremely important to ensure their customers are getting satisfactory experience at all their branches and outlets. The customer satisfaction is extremely crucial for your business’s success. Happy and satisfied customers tend to be loyal to the brand and they also help building a positive image with their feedbacks, reviews, word of mouth, social media and other online endorsements. For any business who is offering on-premises services whether it is from retail, finance, banking, healthcare, education, or any other service-based industry even the government offices and service centers also require a proactive queue management strategy which is impossible without implementing a digital queue management system.

In this blog we have covered the advantages of implementing a queue management system for your business and the benefits it offers for key players and stakeholders. If you want to learn more about the subject or if you want our help to design and customized and highly cost-effective queue management system for your business, 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.

March 1, 2022

How Queue Management System can Boost Productivity and Profitability?

The queue management systems have become an essential part of customer experience and customer satisfaction strategy. Especially for all service based businesses having a digital queuing and customer flow management solution is extremely important. The market is very competitive in Dubai and all around the UAE, a common consumer in general is more advanced, conscious and aware of their rights. The governments are very strict for the quality and demand from each business to ensure high-quality products and services. The challenge is simple, improve your service quality, ensure maximum customer satisfaction, but the real challenge is to maintain the price of the service for the customers and cost of the service for the business. Whenever a business tries to improve the quality of the service their cost start getting higher, which will eventually limit their profits. However, for any business the primary goal is to delivery great customer experience and high quality service and at the same time maximize their profits.

Profitability relies on productivity and operational efficiency. The operational efficiency or the skills of your employees are absolutely necessary to achieve higher productivity which drives profitability and revenue. The whole process is not as that simple, in fact all these things are related to each other everything have some effects on everything else. The queue management system is a great tool to improve various business processes and to obtain higher operational efficiency by aiding your employees in their routine tasks and by improving their efficiency a business can achieve its long term financial and strategic goals.

Here is how a queue management system can boost productivity and profitability:

Queue Management System Provides Satisfactory Customer Experience and Increase Customer Retention

The customer experience and customer happiness is extremely important for long term success. The customer happiness lead to customer loyalty, which increase customer retention. The customer retention reduces the cost and expenses of marketing activity. Consider your clientele as a bucket and your business goal is to fill that bucket to its full capacity. If that bucket had a hole at the bottom, will you ever be able to fill it? No. The customer retention can fix that hole, and it lets you fill your bucket with less efforts. The studies have shown that it is nine to twelve time more expensive for a business to acquire a new customer comparing to selling to an existing customer. That is why the customer retention is extremely important to ensure maximum profitability. If you keep losing customers then you must have to increase your marketing efforts to such extant that it generate more leads and conversion in the same span of time as much as you lose the customers, only then you can achieve a steady growth. And that is extremely difficult and way too expensive.

That is why the customer retention is important. A queue management system facilitate customer journey and ensures a satisfactory customer experience which is a key to customer retention. Several studies and market research have recommended that one of the biggest reason a customer switch from a business is due to the unsatisfactory or a bad customer experience. For any service based industry the main driving force of customer experience is the wait time. The employee behavior, their level of expertise and all that is also important, but if a customer had to wait for a very long time before reaching to the counter, they will be already unhappy and maybe anxious too. With such a mood it is extremely hard for the service agent to satisfy that customer. However, if a customer is arriving at the counter with relaxed and comfortable state of mind, they will be more open towards conversation and they will be more understanding and cooperative. This will help the service agent to easily satisfy the customers and make them happy.

The queue management system also eliminates all the problem associated with manual queue management. As all customers and visitors will know that an automated system is controlling the queues and customer flow so their position is secure in the queue. The queue management system also allow businesses to create and manage virtual queues, which enables the customer to stay in the queue virtually, which means they don’t have to stand in the long lines, in fact they can wait in the comfortable waiting areas. The queue management system also comes with dedicated digital signage screens, which used to display the live queuing information to keep the user’s interest. All modern day queue management systems also provide an audio announcement system to keep the customers and visitors alert and engaged. On top of that a queue management system also provide businesses with an opportunity to run multimedia content on the digital signage screens along with the queuing information, which also increase customer’s interest and keep them engaged while they are waiting, this reduce the waiting stress and improve customer experience and customer journey to increase customer happiness and customer satisfaction. The customer satisfaction improve customer retention and results in higher profitability.

See More: Virtual Queuing and Digital Customer Experience

Queue Management System Improves Employee Performance

Employee performance is critical to maintain operational efficiency and productivity of any business. It also directly impact the cost and expenses of the business hence it also impact the overall profitability of the business as well. Businesses are always seeking ways to boost their operational efficiency and productivity while staying in the limitations of their budget to keep the cost and expenses to a certain level. Businesses in Dubai and all around the UAE have investing huge chunk of their hard earned profits in digital systems and solutions. A queue management system is proven to be among the best long term investments. A queue management system is capable of automating various business processes, which reduce employee workload. The queue management system can also automatically implement company policies and manage customer flow which usually require a lot of efforts from the employees, hence it impact their efficiency which is generally measured in terms of the customers they served.

Without a queue management system the service agents and staff has to manage the long queues, they have to solve people’s problems and they also have to address their complaints and queries instantly which are caused by the manual management. These problems and other such matters can consume a lot of time and efforts of the employees, which means the service agents have less time to focus on their primary tasks and they could also get distracted too. Which reduce their efficiency and also the quality of service they deliver. A queue management system eliminates all that and let employees focus on their primary tasks which can improve their efficiency and work quality to several times. Moreover the queue management system can be integrated with other systems and tools such as ERP, Customer Data Base, Central Information center, etc. This allow the queue management system to further facilitate the service delivery process for the employee, which simplifies service delivery process and reduce the efforts of the employee, hence they are able to serve more customers in a single shift.

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

Queue Management System Reduces Per Service Delivery Cost

The major factors that drive the service delivery cost up for a business are the resources they have to use for a single service delivery. Or you can say with a certain amount of resources how many services can be delivered within a given timeframe. For example in a customer service center if there are eight counters, then there would be eight service agents, and the business might have to post more employees to manage the queues and crowd. In that scenario the business must also have to able to maintain a large waiting area where there large crowds can be accommodated. That will raise the operational expenses of the branch or office. However, with the queue management system since the customer flow is much faster, and the capabilities of the service agents are also improved and they are able to serve more customers in a single shift the need for large waiting areas or deploying more employees to manage customers and visitors while they are inside the service center will be reduced. Which is a straight forward cut to the expenses.

Moreover the queue management system can aid various business processes and it can automate various customer journey steps which also increase employee efficiency to serve more customers. The balanced workload and a pleasant environment also impact the employees and further improve their work quality and capability. Which raise the overall productivity of the branch. As the business don’t need to deploy more employees to manage the customer service center, they can utilize them for other purposes, hence the total number of employees required to handle a branch could be significantly reduced, in some cases it can be reduced by 50% to 60%. Which can save a huge amount of resources both in terms of cost and the human resource as well. Where a server was serving only twenty customers a day, with the help of the queue management system they might be able to serve fifty or even sixty customers a day. Which also improve the overall productivity of the branch and reduce the per service delivery cost. Hence a single service delivery costs far less and the overall profitability is raised.

See More: Efficient Queue Management System Qualities

Queue Management System Provides Business Intelligence Data

These days the growth and progress is heavily driven by the data. The data is considered to be the backbone of the modern day business frameworks. It doesn’t matter what industry you belonged to, making informed decisions, setting up achievable goals, and making great strategy is the key to success. This data is generally referred to as business intelligence data. For any service based industry it is extremely important to understand their customer journey, customer experience, employees and trends. A queue management system can generate extremely crucial business intelligence data for a business. The businesses can utilize this data to analyze their customer journey, the level of difficulties a customer faces while moving through it and the factors which can impact customer experience are very important. Furthermore the business intelligence data from a queue management system can also help businesses to analyze and assess the effectiveness of their various business processes and employees as well. Which can help them build better strategies, take right actions and utilize resources more effectively to boost their productivity and profitability.

The queue management system can accurately track the waiting time of the customers on micro and macro levels. The queue management system can maintain the record of the waiting time for each individual customers. It can also provide average waiting time for each service. Businesses can also learn which employee is performing well at which service and position by analyzing employee KPIs and system usage data. The businesses can easily learn where the bottlenecks are created and what is causing them, they can also analyze employee performance. The employee performance data can be shared with the HR and decision makers to let them deploy the employees on service counters where they perform well or to arrange training for them for which services they perform poorly or less than the expectations and so on. A queue management system can be goldmine of the business intelligence data. Businesses can utilize this data to take timely actions, set strategies and make future plans. Which help them utilizing their resources more efficiently and effectively. This reduces the service delivery cost, maximizes the overall efficiency of the branch and increase the productivity and profitability of the business.

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

Conclusion

A queue management system is a great tool to boost the productivity and profitability of the business. The businesses can easily reduce the customer wait time, minimize their efforts and maximize the efficiency of the employees to ensure the customers will have a satisfactory experience. The happy and satisfied customers are the most precious asset of any business. The customer happiness drives their loyalty and loyal customers are more likely to have repeated business. In the long term the queue management system can save significant cost and expense. The business intelligence data, cost reduction, employee performance improvements and customer satisfaction drive growth and help businesses in achieving their future goals. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject or if you have an enquiry, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: Key Features of an Enterprise Application Software (EAS)

October 23, 2021

How to Reduce Customer Churn Rate with an Efficient Queue Management System

Business in Dubai and all around the UAE are bearing huge costs and losses due to weak policies and inefficient strategies that results in unhappy customers. Unhappy customers will not going to cost you only the amount of the purchase they have made or they were intended to made, but the unhappy customers can harm a business’s reputation and its brand identity, which have serious consequences in long term. That is why business are investing heavily in customer satisfaction solutions and trying to transform their customer journey with innovative tools and unconventional strategies. Unhappy customers are most likely to never return to the business. Especially in UAE when there are so many options available for a customers they will never think twice before switching to another business. That is what makes customer satisfaction even more critical for success and long term growth.

There are so many factors that contributes to the customer happiness and customer satisfaction. Here in Dubai and all around the UAE we have witnessed that most of the medium and small sized businesses and even some large enterprises are often overlooking a lot many things or either doing them incorrectly which is costing them a lot of customers and revenue of course. One of the most important factor is the customer churn rate. Here is what customer churn rate is and how it can be reduced with the help of a queue management system:

What is Customer Churn Rate?

Customer churn rate is a simple calculation of the number of customers a business lost during a certain period of time. For service based industries usually the customer churn rate is the measurement of the number of customers or their percentage who have signed-up for a queue or arrived at the business but left before availing the service. That is the simplest definition of customer churn or customer churn rate. There are many other types of customer churn, for example the revenue churn is not necessarily means that a business is losing customers, but in fact it means that a business is not making enough from a certain quantity of the customers in a certain period of time as it was making previously. There are so many factors that contributes to the customer churn, such as a competitor intervention, lacking desired features in products/services, cost, difficult or no proper on-boarding process, etc.

However, the most impactful factor that is a major cause of customer churn in service based industries is the customer journey and customer experience. If a business failed to deliver a desired customer experience, the customer will leave. If the waiting time is too long, the customers will leave, if the waiting areas is crowded, the customers will leave, if the staff is manually managing the queues, then there would be a lot of problems, due to which your customers will leave without availing the service. One of the best solution to reduce the customer churn rate is deploying an efficient queue management system.

An Efficient Queue Management SystemReduces Customer Churn Rate

A queue management system is basically a combination of software and hardware tools which are used to streamline the customer flow to reduce the customer wait time andto improve service delivery and other processes to enhance customer experience for maximum customer satisfaction. The customer satisfaction and the customer churn rate are both opposite to each other. More the customer happiness and satisfaction will be less the customer churn rate will be and vice versa. Here is how queue management system’s features and benefits can help businesses in reducing the customer churn rate:

Queue Management System Reduces Wait Time which Reduce Customer Churn Rate

One of the major cause of customer churn is the wait time. When the queues are managed manually the waiting lines are always long. Studies have shown that an average bearable wait time is thirteen minutes, any time more than that will start reducing the quality of the customer experience and the customer will start getting stressed out. Another problem with the manual queue management is that a business will have to acquire a lot of staff to accommodate heavy foot fall during the busy work hours. Which not only reduce the customer experience but also cause additional expense and raise the per service cost for the business. Obviously hiring too many employees is extremely expensive so business maintain a suitable number for the medium levels. Which could quickly increase work load during busy work hours and can result in decline in staff performance and their work quality.

All these factors contributes in customer churn. If a customer will have to wait in poorly managed waiting lines, and then they meet with the employees who are already exhausted due to workload, the customer satisfaction will decline and the churn rate will increase. However when an efficient queue management system is used to manage the customer flow, the customer wait time and the staff workload can be reduced significantly, which have double effects on the customer experience and customer journey. The queues are managed automatically and the staff don’t have to worry about managing customers and visitors, instead they can focus on their primary tasks which improves their service quality as well as their efficiency. If the customers don’t have to wait for too long, the customer churn rate reduced, and the satisfactory service and good experience further help improving relationship with the customers and increase their loyalty. The loyal customers are tend to tolerate much more than ordinary customers. So, it also help reducing the customer churn rate in future.

Queue Management System Streamline Customer Flow which Improve Customer Journey and Reduce Customer Churn Rate

When a customer feels they are stuck in a queue or the queue is not moving as it should be, they start thinking about leaving. A queue management system streamlines customer flow which improves customer journey and customer experience and keep them busy and updated which reduce the stress and also reduce the customer churn rate. For every business the customer journey could be different, every business tries to offer a unique experience which can attract more customers. An efficient queue management system help businesses to implement their policies and strategies effectively and streamline the customer flow through various customer journey steps which keep the customers busy and reduce the customer churn rate. When staff is managing the customer flow, there is always delays, customers also have to face different kind of troubles, the first and most important thing is no matter how hard your staff tries if the waiting lines are long, the customers will get a perception that the staff is not efficient enough. That perception plays major role in customer churn.

Moreover there are businesses who have different segregations and classes on the bases of services, customer types, and various other factors. An efficient queue management system manages the customer flow as per all pre-defined sets of instruction for each customer type or class or any other required factor. This allows the businesses to automate the customer flow and customer routes which not only accelerate the customer flow but also reduce a huge amount of work load from the staff. There are different scenarios for each business, some business have dedicated counters for certain services, some have dedicated counters for different types of customers such as premium or VIP and special customers, and some businesses offers stepped services, where a single service can be delivered via multiple counters, and some have any other scenario including all of these too.

Such scenarios complicate the customer flow and customer journey management. However, with an efficient queue management system the customers and the staff don’t have to worry about anything, the system can take the customers through their designated route to ensure there is no inconvenience. This can maximize the customer experience which resultantly reduces the customer churn rate.

Queue Management System Improve Waiting Experience Which Reduces Customer Churn Rate

Customer experience heavily rely on the wait time and waiting experience. There are two wait times, one is the actual wait time and the other is called perceived wait time, the perceived wait time as the name suggests is the amount of time the customer felt has passed. For example, last night I was sitting at a restaurant, my order took literally 10 minutes or so but it felt as almost 20 or 25 minutes have passed, this is how human brain works, when we are waiting and not feeling comfortable or feeling bored, the wait time felt more than the actual wait time. An efficient queue management system not only reduce the actual wait time but it also offer certain features that help reducing and minimizing the perceived wait time as well. That is very important. If customers are bored and sitting idle in the waiting area or in the waiting line, they will feel more time is passed than the actual time.

A queue management system always have digital signage displays. These displays are installed at strategic places to be visible for everyone inside the premises/waiting areas. The purpose of these digital signage displays is to provide live queuing information which includes the active queues, available counters, and at least one token number that is being currently served on any counter. These information keep the customers and visitors engaged, they keep reading them in anticipation, so their brain got diverted from the waiting alone. Another great feature of a queue management system is that it also allow the businesses to push multimedia content on those screens along with the queuing information.

Businesses can play videos, informative content, adverts and anything else which will keep the customers engaged in it. Moreover the queue management system also provide audio announcements, which call the token number and the counter number, it can also be in multilingual and will also keep the user’s attentions away from the waiting. These are great tools to improve waiting experience. This way the customer waiting become easier and it reduces the customer churn rate.

Queue Management System Boost Staff Performance Which Help Reducing Customer Churn Rate

The queue management systems are very effective in boosting staff performance. It can reduce their work load by automating various customer journey steps. An efficient queue management system can also accelerate the service delivery process by minimizing the agent/customer efforts due to automation and integration capabilities with third-party systems and other business tools. The queue management system can fully control the customer routing and customer flow which significantly reduce the work load of the staff. The audio-visual announcements and dedicated agent dashboard is also a great help. Without a queue management system the employee had to put more efforts on managing the queues and dealing with the customers who are waiting in lines or queues. Due to manual queue management the customers can easily end up in wrong queues, and a lot many other problems can also occur.

With a queue management system all these problems can be eliminated. The employees can focus more on their primary tasks hence their performance automatically got improved. A queue management system is also a great help for the agents/server and reduce their efforts by automatically preparing and providing them required information beforehand. The queue management systems can also relay the customer data to the next counter automatically when their ticket is called. This can save a lot of employee time and efforts. The employee performance monitoring and KPIs are a great source of accurate business intelligence data which help the businesses to effectively utilize their resources. A balanced work load make employees comfortable and satisfied, which boost their efficiency. A queue management system can effectively boost the operational capabilities of the entire branch. Which definitely improve the customer experience and the entire environment in the branch, and help reducing the customer churn rate.

Queue Management System Mobile App, Appointment Booking and Virtual Queuing Help Reducing Customer Churn Rate

In Dubai and all around the UAE the smartphones and mobile apps have become an integral part of our daily lives. In past few years, especially since the 2020, the smartphones and mobile app have become even more important. These days, the statistical data suggests that more than half of the internet searches are made from the mobile phones and people tend to spend hours on daily bases in UAE on various mobile apps. Which makes queue management system mobile app even more convenient solution for the customers. The businesses can significantly improve customer experience and customer journey by offering various innovative features via queue management system mobile apps.

For example, the branch locator and visit planner of the queue management system mobile app is one of the most used feature. It enables the customers and visitors to monitor and view live queuing information from various branches and then they can plan their visit accordingly, the branch locator can also provide navigation via Google Maps, so the users can also account the traveling time along with the expected time for each branch. There are plenty of other features which can be used to improve customer experience. Similarly an efficient queue management system also allow the customers and visitors to book an appointment either by the mobile app or by the online customer portal or the business website. Which can also provide all these information to ensure the customers will get a quicker service delivery. These all features are very effective in reducing customer churn rate.

Modern days queue management systems also offer virtual queuing which allow the customers and visitors to sign-up remotely for the virtual queues. For example the customers can sign-up using a mobile app, website, SMS, Email, appointment booking portal or any digital medium which will enroll them in the required queue. The customers and visitors don’t have to come to the business to be physically present in the queues, in fact they can only arrive at the very time of their turn and still they will be treated as they were present in the physical queue. The virtual queuing enabled queue management system can literally reduce the wait time to nothing. Which can significantly reduce the wait time. In addition to that the virtual queues also reduce the work load of the employees and boost their performance. Which also help reducing the customer churn rate.

Conclusion

For businesses in Dubai and all around the UAE the customer satisfaction and customer happiness is very important as the market is very competitive and the customers have too many options to avail. Businesses often don’t realize how important it is to maintain a desirable environment and service delivery mechanisms. The customer churn rate is the number of customers who have arrived or signed-up but left without availing the service. There are several causes of customer churn and all can be directly or indirectly eliminated by the help of an efficient queue management system. The major cause of customer churn is the wait time and the bad experience at the business. An efficient queue management system can significantly reduce the wait time, it can improve customer experience by efficient and automatic customer flow, and other perks. The queue management system can improve staff performance and over all operational capabilities of the business which also help improving the customer experience and reduce the customer churn rate. The queue management system mobile apps and the virtual queuing are some of the modern features that are very helpful for businesses to reduce the customer churn rate. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you need help with your queuing and customer flow or if you want to learn more, 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: How to Set Up SMS based Queue Management System?

October 17, 2021

How Can Digital Queue Management System Improve Customer Experience?

Businesses in Dubai and all around the UAE are investing huge in customer satisfaction solutions. The customer satisfaction is entirely based on their experience with a business. If their experience is satisfactory they will keep doing businesses with the brand and become more loyal to it. If their experience is not satisfactory they will not going to do any business in future. The customer loyalty is the foundation of progress and long term success. It has many benefits, such as cost reduction and better ROIs in communication and marketing, enhanced brand reputation and higher profitability. These are fundamentals for growth and expansion. A business can’t sustain growth without a strong foundation. The loyal customers are the one which can provide a strong foundation and also help businesses and brands to grow and expand. The customer loyalty is almost completely dependent on the customer experience and customer satisfaction.

The customer experience and customer satisfaction can be enhanced and improved by an effective digital queue management system. The queue management systems are specifically designed to transform customer journey, aid various business processes and to improve employee performance. On top of that the queue management system are excellent at providing important business intelligence data which can be used by businesses to make informed decisions, take quick actions and to build their future strategy which aligns with the customers’ expectations, needs and help business to ensure a continuous steady and sustainable growth.

Here is how a digital queue management system can improve customer experience:

Digital Queue Management System Reduce Wait Time

One of the most impactful factor in customer experience is the wait time. If the wait time is too long the customers will get anxious, it will stress them and it will also ruin their mood. When they will reach at the counter, it will be very hard for the service agent to satisfy them. This will also put stress on the employee and could affect their performance and spirit. There are actually two wait times, one is the actual wait time which is measureable amount of time that a customer had to wait from entering into the premises to sign-up and getting the service. There is a perceive wait time, this is more like a psychological impression, usually when we have to wait unwillingly or we don’t have any other choice but wait and the waiting experience is also boring, the perceive wait time could feel a lot longer than the actual wait time and it also impact customer experience and their happiness.

A digital queue management system is very capable in reducing the actual wait time and it can also improve waiting experience which also help minimizing the impact of the perceived wait time. Hence with the help of a digital queue management system the businesses can not only reduce the actual wait time but businesses can also effectively reduce or completely eliminate the effects of perceived wait time. The queue management system digitalized the queuing process, customer flow and also control the actual queues and in some cases virtual queues with the help of a powerful queue management software. This also help reducing the workload and dissatisfaction of the employees and further help enhancing the customer experience. A good customer experience led to a happy and satisfied customers which is great for customer retention and customer loyalty.

Digital Queue Management System Streamline the Customer Flow

For business in Dubai and all around the UAE another major problem that is affecting their customer satisfaction is the customer flow. Different businesses operate on different queuing models and on the bases of these models they set policies for customer flow. For example some businesses have first come first serve model. Some might have different dedicated counters for different services, and some might have stepped services, which require a customer to arrive to more than one counter to get a full service delivery done. For each scenario the customer journey is managed differently. In addition to those scenarios business have VIP or Premium customers, some businesses have priority counters for disabled and old people and so on. All these scenarios and variables can complicate a manually managed queuing process. The complex customer journey management also led to other problems which can completely ruin a customer experience and a business can end up having too many unhappy customers.

A digital queue management system is capable to dealing with all such scenarios. All a business need is a small configuration change to update its policy and customer flow mechanism. The digital queue management system can also identify the customers either by their identity or by the service they signed-up for which allow the business to manage different customer journeys differently and also improve customer flow in all applicable scenarios. Automatic customer flow management enable the business to maintain a happy environment and it also put less strain on the employees. Collectively all these improvements contributes to ensure excellent customer experience and satisfactory service.

Digital Queue Management System Helps Improving Business Processes

A digital queue management system is a very powerful business tool it help business to transform the customer journey and customer experience. The modern day queue management systems are built on a highly advanced technology platform which allows achieving unconventional features and capabilities as well as it is very flexible with integration to third-party systems. The third-party system integration can be very useful for certain features. For example the sign-up process of a digital queue management system enables the businesses to capture some information which can be used to further personalize the customer experience and customer journey. For example if a business is identifying the customers and the service they want to avail, it can pull data from the central information center or customer data base and push it to the agent dashboard for quicker service delivery. This can be achieved only if the queue management system is integrated and synchronized with the system which is holding the customer data and other relevant information.

The digital queue management systems are very capable in automating various service delivery processes to further improve the customer experience and customer journey. The automation and third party integration can also reduce a few service delivery steps which can further accelerate the process. Some businesses are using hardware devices to obtain more data from the customers without complicating the customer interface at the interactive kiosks used for sign-up process. For example the business can link an Emirates ID scanner with the kiosk to obtain various data fields, and a passport scanner can also perform the same for the international or non-citizen customers. There are tons of hardware accessories and peripherals that can be integrated in a digital queue management system to improve various business processes and to enhance the customer experience. A business can innovate a lot of new features and functionalities that can be helpful in improving the customer experience and reducing the wait time or service delivery time by integrating a lot of software and hardware accessories.

Digital Queue Management System significantly improves the Customer Experience

A digital queue management system significantly reduces wait time, improve customer flow, automatically manage customer journey and customer routing and it can expedite the service delivery process by improving various business processes and reducing the service delivery steps. The digital queue management systems can also boost employee performance and ensure every employee work under balanced workload conditions. Which boosts employee performance and have positive impact on the customer experience. The digital queue management systems always have large digital signage screens to display live queuing information and to make announcements. These digital signage displays are a good tool to push multimedia and marketing content which can increase the customer engagements and reduce the stress of waiting. Such features and facilities have great impact on customer experience.

These days’ businesses are rapidly adopting digital tools and integration with their queue management system. For example, an online appointment booking module provide an estimated time of service which allow the customers and visitors to arrive only closer to their expected time of service. This can reduce the wait time by a lot. Another trend which is making its way in Dubai and all around the UAE since the mid of 2020 is the virtual queuing and mobile-enabled sign-up processes. The virtual queuing allows the customers and visitors to sign-up remotely and arrive only at the very time when their turn came. The customers can sign-up using a QR Code, or an online link, or through websites, customers portals, mobile apps or even via SMS or Email. This facilitates the sign-up process and make it very easy for the customers.

The queue management system mobile apps are also gaining popularity with their location tracker and trip planner features the customers can easily plan their trip and find their way to the least busy branch or as per their convenience. These all features have completely revolutionized the queuing and customer flow and helping businesses to satisfy their customers and visitors with least efforts.

Digital Queue Management System Improve Staff Performance

For any business their staff performance and per service cost is also very important. In order to obtain higher customer satisfaction and customer retention rates the business usually add more counters and staff to improve their customer experience and journey. However a digital queue management system can do the both without increase the expenses. Hiring more staff, training them and maintaining them is a very expensive tasks. Business need more staff for various purposes. However a digital queue management system with its digital interfaces and freedom choice to interact with the business using various channels and platforms minimize the need of hiring more staff. In fact a good quality digital queue management system is very helpful in optimizing the existing resources and improving their efficiency. The improved staff efficiency led to a better customer experience and satisfactory service delivery.

If all the queues, customer flow and customer journey is managed by the automatic queue management system software and tools, then there is no need of additional staff at all. The digital queue management system also facilitates the service delivery process and reduce the work load of the staff. The agents and server can easily focus on their primary tasks rather than intervening in customer flow and crowed management tasks. This enables the staff to perform well and let a server or agent to serve more customers in a single shift. The digital queue management systems can also effectively track the staff performance and employee KPIs which is also very helpful in resource management and improving staff performance. All these features are very helpful in reducing the cost and can increase the operational capabilities of a business without requiring any additional resources. The cost reduction and intelligent resource management increases the profitability.

Digital Queue Management System’ Business Intelligence Help Improving Customer Experience

The business intelligence and data collection is an important aspect of customer satisfaction strategy. Business in Dubai and all around the UAE often overlooked the importance of the business intelligence and analytical data. A digital queue management system not only capture the statistical and usage data of all the touch points in the customer journey but it is very capable in collecting various KPIs and customer feedbacks. The business intelligence data can provide the businesses with a deeper understanding of their customer’s behavior, staff performance, and it can accurately highlight the areas of improvements. A digital queue management system provide reliable data that can be used to build future strategies and help businesses in improving their existing products and services and also provide directions for creating new products and services to boost customer satisfaction.

Business can easily identify which products or services are most popular, which employee is performing better and which feature or attribute of their product or service is admired the most. Business can also collect direct customer feedback via a digital queue management system’s in-built customer feedback module or integrating it with an existing customer feedback collection tool. This will allow them to make the customer feedback collection simpler and easier for the management as well as for the customers. For example let us assume the customer feedback scenario via a touch screen display or tablet stand at the counter. If a business need actionable reports from the customer feedback data then they must have to make it more precise and they should be able to capture all necessary fields of the input data as well. Usually business require customer identification, which customers don’t like to provide, as it takes time. But with an in-built tool or integrated customer feedback system the business doesn’t need the customers to identify them, in fact it can link their ticket and timing of service to automatically identify them.

That is just one example, the digital queue management system can help in many areas and can collect valuable business intelligence data. Furthermore the integration with third party systems allows the business to fetch or push data from and into various organizational tools and enterprise solutions to make the business intelligence more comprehensive and useful. This allow them to prepare great reports which can be catered directly to the corresponding personals or departments to take actions. These reports and business intelligence data allow the business to make strategies and policies that are in-line with customer’s interests, their need and their expectations. Business can significantly improve the customer journey and customer experience with the help of business intelligence data.

Conclusion

A digital queue management system is an ultimate tool to transform customer journey and customer experience. Business always struggle with customer flow and queue management. A digital queue management system can help business in automatically controlling the customer journey and streamline the customer flow in a seamless manner which can significantly improve customer experience and also it doesn’t put any additional pressure on the business. The reduction in wait time, virtual queuing, mobile apps, digital channels, communication, in-premises features, staff performance improvements, and such features can significantly improve customer experience and increase business’s operational capabilities which also improve profitability and help reducing the cost. The customer satisfaction help building brand reputation and increase growth rates. The loyal customers are a great asset from the business it provide a foundation where business can built future strategies to achieve their goals and targets. RSI Concepts is a leading digital queue management system provider in Dubai, UAE. If you need help with your queuing needs or want to learn more about our queuing systems and customer journey transformation solutions, feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: How to Set Up SMS based Queue Management System?

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

September 12, 2021

Impact of a Queue Management Software on Staff Productivity

A queue management software is used to streamline customer flow and manage the customer journey. The customer journey is very critical for customer satisfaction and the customer satisfaction is the top priority for any business in Dubai or anywhere else in the UAE. The customer satisfaction and happiness is a guarantee to success. No matter how good you are at production level, or how advance technologies you are utilizing to provide services to your customers, if their visiting experience is not good, they will eventually leave you. That is why businesses are investing a lot of resources in customer journey transformation tools and systems. The queue management software is the most effective customer journey management tool. Now when it comes to the customer happiness, the infrastructure and systems are not enough, eventually the customer will going to have an interaction with your staff, if the staffis overloaded, tired, or not adequately trained, they will fail to provide a satisfactory customer experience. So the staff productivity is also equally important in order to achieve the ultimate customer satisfaction.

The impact of a queue management software on staff productivity is huge, it can significantly improve the staff productivity. As soon as the queue management software is commissioned the businesses can witness a big improvement in the staff productivity and efficiency. Even for the long term also the queue management software can help businesses and management to keep improving the staff productivity and performance. Here is how a queue management software so impactful on staff productivity and performance:

Queue Management Software Reduce Staff Work Load

Businesses and organization who are having a good amount of daily visitors and customers are well aware of the fact that the customer flow management and queue management is a difficult task. The staff will not only have to perform their primary tasks but they are also engaged in managing the queues and customers. With the manual queue management the customer experience and customer journey is also not so good. The customers always have complaints about mismanagement, line jumpers, and long waiting lines, etc. This could completely ruin the customer experience and it makes the customer journey more difficult. When a customer reached to a counter after this entire ordeal, they are already exhausted, the staff/agents are also over-burdened and the customer interaction can easily go bad. The staff will have to struggle a lot in order to calm the customers and to make the service delivery process pleasant and comforting for them. Eventually more customers end up unhappy and unsatisfied. The staff also complaint about the unbalanced workloads to the management. They tend to make more mistakes and their overall progress and morals get lower.

Streamline the Customer Flow

However with a queue management software, the entire customer flow and queue management is controlled by the system as per the predefined company policies and the staff don’t have to engage with the customers and visitors in the waiting areas or queues, which allow them to focus on their primary tasks, their performance get raised, the customers are also clam and have a pleasant waiting experience which makes them more cooperative and understanding. This makes it easier for the staff to deliver excellent quality service and make the customer happy. As the customers are managed by an automated system, there is no human interference so customers don’t have much complaints either. The customer flow is smooth, the customer journey gets shorter and the waiting experience gets better. On top of that as the staffis highly focused on customer service so their performance gets better, they can serve more customers in a single shift than before. Which also reduce the wait time and shorten the customer journey and makes customer happy and satisfied. The queue management software can significantly reduce the staff workload and improve their productivity and overall efficiency.

Automatically Manages the Customer Journey and Customer Routes

The queue management software is a very capable tool. It has capabilities to automatically control and manage the entire customer flow and customer routes. Usually in Dubai and all around the UAE businesses and organizations have multiple services. And in most of the cases certain counters are assigned for certain services only. Sometimes businesses and organizations also have different categories of the customers, such as VIP Customer, Premium Customers, Customers with special needs, etc. for all such categories usually a different customer rout is established. Each category is set to provide a different level of customer service. As the queue management software also includes a customer/visitor interface which is usually provided through a self-service kiosk. So, the system can segregate different categories of the customers at the time of their sign-up. In fact some businesses and organizations also use methods to identify the customers during the sign-up which can be done either by inputting the customer name, number, email or any other unique identification number, this also enables the system to direct the customers through different customer journey routes to makes their experience satisfactory. This also balance the workload of the staff and reduce their efforts, which further enhances their productivity and overall performance.

Queue Management Software can Improve Service Delivery Process

Here in Dubai and all around the UAE the customers are well-informed, modern, up-to-date and have huge expectation from their favorite brand. Above all the UAE is a very rapidly growing market, there are tons of local and international businesses and organizations operating in the country and more are joining in continuously. That is why the market is highly competitive, the customers have a lot of options and don’t give a second thought before switching their service provider. The businesses and organizations will have to maintain a certain level of quality to retain their customers. There are a lot of factors that affect the customer experience and customer journey, the service delivery process is one of the most important factor. If the service delivery process is lengthy, in-efficient or difficult the customers will be unhappy, the staff will have to put extra efforts to maximize the customer experience, which results in less customers in a single shift.

With a queue management software the most of the customer journey steps can be automated which reduce the staff workload, moreover the queue management software also improves the service delivery process. The queue management software includes an agent dashboard which is very helpful, it can provide relevant information, perform tasks, and automate various service delivery steps which not only make the process quicker but it also reduce staff efforts and increase the staff productivity.

Integration with other Systems

A queue management software can be integrated with other enterprise solutions and systems to further improve the service delivery process and it also assists the agents in service delivery process as well. The agent dashboard could act as a bridge between various databases and central information center. It can make all the relevant information instantly available for the agents. The modern queue management software also offer a certain level of customization, which allow the businesses and organizations to link their multiple systems in the agent dashboard. This is very important and it completely eliminates the need of switching between several interfaces and pushing information from one system to the other. Everything can be programmed and automate. This can have a huge impact on the service delivery, it makes it quicker, prevent most commonly occurring errors, reduce the staff efforts and automate various service delivery steps. Which significantly improves staff productivity.

Very Helpful for Stepped-Service Delivery

The integration with third party tools and enterprise solutions enables the businesses to automate various service delivery steps and improve the staff productivity but when it comes to the stepped-services, where a customer is required to visit multiple counters for a single service delivery the very basic problem that customers and businesses face is the repetition of work at each counter, no matter how little but the repetition remains. Which consumer more time, raise the customer difficulty level and affect the entire customer journey and experience. However, with the queue management software these things can be avoided, the very moment a customer reached to the next counter, their information are already made available for the agents automatically. The agent dashboard and third part system integration plays an important role in such improvements. It shorten the customer journey, reduce the staff efforts and improve staff productivity.

Queue Management Software Measures and Monitors Staff KPIs

A queue management software is capable of measuring and monitoring various progress and performance indicators, the staff KPIs (key performance indicators) are one of those. The KPIs are very crucial for assessment and evaluation of the staff, the management can also utilize them and the HR can also utilize them. The staff KPIs are very precise and accurate and can provide deeper insight into staff performance, their strengths and weaknesses and the business can utilize this data to optimize the performance of the staff as well. Here are some most common staff KPIs measured by the queue management software:

1. Number of Daily Customers Served by an Staff

This KPI is very important it keep record of the daily performance of the staff. Businesses can quickly highlight if an staff performance is increasing or decreasing.

2. Average Staff Active Time

The average staff active time KPI measures the total time an employee spend working in a single shift. This KPI is completely configurable to make sure the data collected is accurate and precise.

3. Average Service Delivery Time

The average service delivery time is the time an agent takes to deliver a service, this KPI measures the time for all service deliveries and also keep record for separate services.

4. Average Pre and Post Service Work Time

The pre-service and post-service work is also essential, the agent must have to be prepared for the next customer and they must have to do some stuff after the service delivery is done. Usually these tasks are defined, so only a certain amount of time is required, if an agent is taking more than that that means their performance is not so good.

These are only a few KPIs there are so many other KPIs too, which can be configured in a queue management software. These KPIs provide the businesses with a deeper understanding of the staff performance and progress. For example let say an agent is serving 30 customers if he is appointed on counter 8 which is offering service A, B and C, when the same agent is appointed to counter number 6 which is offering service B, D and G the agent only serves 20 customers. Now sometimes the services are different and some services delivery take more time than the others, but these all information are already available with the business, if these variables are taken into account the business can precisely measure the performance and progress of the staff and arrange training sessions for them or reassign them to a different task or appoint them to the services only which they are good at and so on. The staff performance and progress is also important for the HR department, they can also utilize the queue management software KPIs for their HR purposes. If the performance and progress is accurately measured and the staffis informed and advised on how to improve their performance their overall productivity get raised day by day.

Queue Management Software can Collect Customer Feedback

Queue management software are a very effective tool to collect customer feedbacks. The customer feedback is very vital for a business. A few years ago businesses in Dubai and all around the UAE often overlooked the customer feedback and businesses and organization who were collecting customer feedback they were also not paying much attention to it. However, things have changed, now a days the customer feedback is critically important as the entire business progress depends on the customer satisfaction and happiness. The customer feedback that can be collected is usually of the following types:

Customer Happiness Meter/Scale
CSAT Survey (Customer Satisfaction Score)
CES Survey (Customer Effort Score)
NPS Survey (Net Promoter Score)
Generic Customer Feedback Survey
Customer Experience &Staff Behavioral Feedback

The business can collect valuable business intelligence data from these feedback. The customer feedback data can provide a deeper understanding of the staff/agent’s behavior and the overall customer journey. Businesses can even evaluate the quality of their products and services too via customer feedback. Another advantage of the customer feedback is that when a business ask its customers about their opinion and suggestion they feel more connected with the brand and think that the business cares about them. It improve customer’s relationship with businesses. The businesses can prepare various questions and ask the customer about the behavior of the staff/agents, later that same feedback data can be used to improve the staff performance and productivity.

Conclusion

The queue management software is a great tool to streamline the customer flow and manage the customer journey. The queue system is also very helpful in improving staff productivity. As the queue system can easily automate various customer journey steps and it is also capable of improving the service delivery process, the staff performance raised automatically. Usually the staff is busy in managing the customers and visitors in the and handling their queues manually, which not only put extra burden on the staff but it also ruin the customer experience and customer journey, the customer also got so many complaints and unexpected delays due to manual management. However, with a queue management software the entire customer journey can be managed automatically as per the pre-configured settings and company policy. It also automates the customer routing and improve customer flow. Which reduce a huge chunk of extra workload from the staff. The staff/agents can easily focus more on their primary tasks, the entire customer flow is controlled and well-managed through the queue management software. This significantly improve the staff productivity.

Moreover in long term the businesses and organizations can also get valuable business intelligence, including staff performance and KPIs, customer feedback and statistical and analytical data from each and every touch-point of the customer journey. Which help the businesses in making new policies, improving their strategies and taking steps to further improve staff performance and productivity. RSI Concepts is a leading queue management software provider in Dubai, UAE. If you want to improve the staff productivity and customer journey by implementing a state-of-the-art queue management software or a customized solution, 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: The Ultimate Guide to Queue Management

August 25, 2021

Top 10 Virtual Queue Management Benefits

One of the biggest challenge for business in Dubai, UAE and all around the world is to provide a great customer experience and customer journey. However, the reality is no one likes to wait in long lines, people often think that waiting in long queues is a waste of time. People thinks that the businesses and brands who failed to reduce the wait time or long queues don’t care much about their customers. Business too could have a very negative perception about the wait time, often businesses think that the wait time can’t be reduced or can’t be reduced more than a certain level. However, that is not the case. The customer wait time can be reduced significantly by proven methods and technologies. The virtual queuing is one of them. It is the most effective queue management system type which help in reducing the wait time. The virtual queue management systems are very effective in managing the customer flow and they also help improving customer experience.

The effective customer flow management also improves employee efficiency which also help improving customer experience. The primary goal of having any queue management system is to make your customers happy and satisfied. Only the satisfied customers are loyal to the brand. The unhappy customers will immediately switch to others as soon as they got another option. Here in Dubai and all around the UAE the competition is too high, customers have a lot of option. The customer expectations are also very high and the customer retention is very difficult. A virtual queue management system is a very helpful tool in improving customer satisfaction hence it improves customer retention too. The loyal customers act as a strong foundation for the business. The business can build their future on that base. If a business keep on losing existing customers then they will have to invest more in acquiring new customers and studies have shown that acquiring new customers could be 8 to 12 times expensive then selling to the existing customers. That is why the queue management system is extremely important for any business. Here are top 10 benefits of the virtual queue management system:

Virtual Queue Management System Benefit No. 1: Reduce Wait Time

The virtual queue management systems can significantly reduce the wait time. In fact the virtual queuing is the only queuing method that can promise to completely eliminate the wait time. Thanks to the remote sign-up, smartphone apps, the other features of the virtual queue management, the customers can be booked a spot in the waiting line (virtual queues) and the estimated time of their turn is given to them, which allow them the freedom to spend their time in other activities or arrive at the branch at the very exact time of their turn. The customers can also schedule a visit or book an appointment at the time of their convenience which also add value to customer journey and customer experience. If customers and visitors will have to wait in the long queues inside the branch then the staff could also get overloaded, as they will have to manage the crowd too along with their primary tasks, which further prolonged the wait time and harm the customer satisfaction.

Virtual Queue Management System Benefit No. 2:Remote Sign-Up

The remote sign-up improve customer experience and provide them freedom to sign-up remotely for the physical queue. That is not all, with the virtual queue management system the customers and visitors can also wait elsewhere, they are not required to wait physically in the queues, instead they are placed in a virtual queue and their number called as they were physically present in the physical queue. The virtual sign-ups can be done through various mediums and methods for example, Queue Management System Smartphone Apps, Online Appointment Booking System, Website, Customer Portals, Email, SMS, Call, etc. When a customer or visitor is remotely signed-up using any medium they have been issued an e-ticket or mobile ticket which is their position in the queue. Along with that mobile ticket they are also given the estimated time of their turn along with the counter number. This helps them to plan their arrival accordingly and save a lot of wait time.

Virtual Queue Management System Benefit No. 3:Prevents Crowd

The crowd and congestion in the branch can have big impact on customer journey and customer churn rate. Customers often leave when they see crowd or too long queues, in addition to that it also put more burden on the staff and management and it is harder to manage crowd. Customers and visitors usually avoid reaching out to staff or spending much time in conversation with the staff when they see a lot of people waiting in the queue or when there is a crowd. This can prevent new sales as well as it will leave your customers unsatisfied. Some customers and visitors often left without getting serve or purchase due to crowd and too much congestion. But a virtual queue management system provides the facility to arrive just in time and immediately get served, which means there will be no congestion or crowd formation, the customers and visitors will be comfortable and the staff can also focus on primary tasks rather managing crowd. The staff performance get improved and they deliver better quality service.

Virtual Queue Management System Benefit No. 4: Implement Social Distancing Easily

Implementing social distancing is mandatory for all public places and offices. If you appoint staff to prevent people from entering into the store/branch then the crowd could form outside the store/branch. People also don’t like such practices. But with the help of a virtual queue management system the customer journey can be made contactless, the management can easily control the number of active queues and can easily prevent congestion. The management can also limit the number of active queues in a way to ensure the social distancing which will protect the customers and visitors as well as the staff.

Businesses and stores in Dubai and all around the UAE are only permitted to have a certain percentage of the full capacity of hosting the number of customers and visitors at a time. Which makes it very hard when managed manually, but with a virtual queue management system the system can be configured to ensure the number of customers and visitors will not exceed that limit. Moreover the virtual queue management system also provide direct communication channels to the customers which makes it easier to send instructions and notifications to the customers and visitors. This helps maintaining the social distancing and implementing other company policies with ease and accuracy.

Virtual Queue Management System Benefit No. 5: Improve Employee Efficiency

The major factors that reduce the staff efficiency are the crowd formation and unbalanced work load. If there is congestion then the employees will have to stay on the counter all the time and they couldn’t spare time for off-the-counter tasks. Which is a big reason of employee work deficiency. Moreover when the customers are coming through a bad customer journey the employee may focus more on a single customer to make them happy and satisfied and for that a single employee will have to spend more time on a single customer. This reduces their daily capacity of handling customers and visitors.

But when the number of customers are controlled and the customer flow is managed by a virtual queue management system there could be no crowd formation, the work load of the employee also get reduced, they can have small breaks too, which significantly improve their productivity and capacity to work. Another great advantage of the virtual queuing is that it can provide basic information and data of the customer beforehand through the agent portal/dashboard which really expedite the service delivery process and increase the capacity of the employees to serve more customers in a single shift.

Virtual Queue Management System Benefit No. 6:Integration with Smartphone Apps

Virtual queue management system also integrates smartphone apps to improve customer journey and customer experience. The customers can get the e-ticket or mobile-ticket from the smartphone applications. The easy sign-up process and is one of the main advantage of the virtual queue management systems. The business can also easily communicate with their customers using the smartphone apps. The live queuing data and ticket information can be published on the smartphone applications. The alerts, notifications and queuing information make sure the customer can easily reach in time to get the service delivered with very little or almost no wait time. The smartphone applications integration also provide other useful information and functionalities such as branch locator, branch details, nearest branch or least busy branches and so on. Moreover the smartphone applications can also be used for various other purposes such as making online payments, submitting customer feedback and much more.

Virtual Queue Management System Benefit No. 7:Collect Customer Feedback Easily

The customer Feedback is a very important piece of information for any business. As businesses often spend thousands upon thousands on solutions and system aiming to improve customer journey and customer satisfaction, it is crucial to understand how your all efforts are going. The best way is to let your customers talk to you, let them identify the areas of improvements and let them tell you what do they expect from you. The customer feedback system comes as an additional module to virtual queue management system. The businesses can utilize this module to collect various types of customer feedback such as NPS (Net Promoter Score), Customer Effort Score, Customer Satisfaction store and much more. The feedback can be collected via smartphone apps, SMS, emails, online links, etc. The feedback data is very helpful in identifying the areas of improvement. It help businesses to understand their strengths and weaknesses. It is also very helpful in evaluating employee performance, customer journey, business practices, product/service quality and a lot more.

Virtual Queue Management System Benefit No. 8:Cost Reduction and Profitability

The virtual queue management systems can be very helpful for business in cost reduction and improving profitability. The less wait time, enhanced customer journey, quick service delivery, and employee performance can significantly increase the overall operational capabilities and work efficiency of the branch/store. This means with the same amount of resources the business can serve more customers with better work quality. Hence per service delivery cost is automatically reduced. Moreover as the entire customer flow and customer journey is managed by the virtual queue management system, businesses can automate various business processes. The automatic customer flow management, reduced customer numbers in the branch and efficient customer journey reduce the work load of the employee and improve their efficiency, these all factors collectively results in less cost per service delivery. Either the business can use the same resources to serve more customers or can adjust the resources as per the needs to minimize the cost. In each case the per service delivery cost get reduced significantly and the profitability get increased.

Virtual Queue Management System Benefit No. 9: System Integration and Central Management

Another great advantage of the virtual queue management system is that it is very flexible towards integration with other tools, systems and third party software. The system is usually hosted online, which means that connecting all the branches to the head-office is very simple. The virtual queue management system can be integrated with smartphone applications, online appointment booking module, CRM (Customer Relationship Management tools), Customer Feedback and Survey Modules, CLM (Customer Loyalty Program), ERP, Sales System, Enterprise Performance Management System and much more. The integration is usually achieved using APIs, which is a very secure and efficient technology. This high connectivity also enables the head-office to monitor and control (if needed) any connected branch. All the real-time monitoring data and queuing stats are available for the head-office, branch manager or anyone else who is authorized to access them. The central management is very important as businesses usually scale, and require to add branches and counters.

Virtual Queue Management System Benefit No. 10: Reporting, KPIs and Business Intelligence

The virtual queue management system is capable of capturing data at all touch points in the customer journey along with various other KPIs (key performance indicators). As the system is integrated with smartphone applications and customer feedback modules, it also collect various types of statistical data from these two interfaces. The KPIs are important to assess various customer journey steps and the employee performance. The customer feedback is very important and can be used for evaluating the entire business operation. Moreover the system is also capable of collecting stats and fetching data from other connected systems and tools. Collectively these all data streams forms and sophisticated matrices of analytical and statistical data which is called business intelligence.

Such data is very important for the management to assess and evaluate their ongoing business process, methodologies and the entire infrastructure. It also includes the evaluation of the products and services. A good queue management system always have an in-built data analytical and statistical tool, which can compile this data in the form of actionable reports. The management can use these reports to improve their strategies, methods and processes. With the help of such reports the management can easily make informed decision which can help them to improve the entire business operations for future.

Conclusion

For the businesses in Dubai and all around the UAE the virtual queue management system is a great tool keep up with the latest trends while maintaining the highest level of operational efficiency. The virtual queue management systems enables a business to effectively control the customer flow and also allow the customers and visitors to sign-up remotely through the easy remote sign-up channels. The crowd prevention, automatic customer flow management and automation of various customer journey steps reduced the work load of the employees, which improve employee performance and efficiency. Only the basic features of the virtual queue management systems can effectively reduce the per service delivery cost and on top of that the businesses can also customize the virtual queue management systems to further improve their efficiency and profitability. The system integration via APIs, smartphone apps, customer feedback system module and central management are the key features of a virtual queue management system. RSI Concepts is a leading name in Queue Management System providers in Dubai, UAE. Feel free to contact us through our Contact Us page or leave a comment in the comment box below to learn more about our queue management systems and solutions.

Check out this blog: Why Business Need Mobile Apps along with Classic Queue Management System?

March 10, 2021

10 Reasons to Choose RSI Queue Management System over Other Similar Products

Introduction to RSI Queue Management System

RSI Queue Management System is a highly advanced digital queuing system or customer flow management system. It allows the business and organizations to efficiently manage their customer and visitor and also optimize the operational cost. The queue management system significantly reduces the workload of the staff, automate various processes, and allows in-depth monitoring and performance tracking tools. Overall all these features not only improve customer experience and customer journey but it also reduces resource consumption which ultimately results in big cost reductions. Moreover, the peripherals and accessories made it even more effective and efficient for special purposes and scenarios. RSI queue management system also helps the organizations to effectively implement their policies and strategies in the branch to further improve customer satisfaction.

Here are some basic system components of the RSI Queue Management System:

Token/Ticket Dispensing Interactive Kiosk Machine
Digital Signage Screens
Counter Displays (Small LED or LCD Screens)
Audio Announcement System (Multi-lingual)
Agent Dashboard
Management Dashboard
Server Side Application
KPIs, Reporting, Statistical Data and Business Intelligence Collection
Remote Control and Monitoring (Head Office or Branch Office or Any Remote Location)
Smartphone Applications
Integration with Online Appointment Booking Module
Integration with other Corporate Tools (ERP, CRM, SAP, Oracle, Intranet, Customer Portal, etc)

Of course, there are so many other software and hardware accessories that can be added to our queue management system to further improve the effectiveness and usability of the system.

Why you should choose RSI Queue Management System?

Here are the features of the RSI Queue Management System that distinguishes it from other similar products and these are also important factors to consider while selecting a queuing solution for your organization:

1. Customized Solutions

One of the biggest advantages of the RSI Queue Management System is that we offer completely customized solutions. We completely understand that one-fits-all is not always the best. So we offer customizable solutions. Our customer can get more flexibility in terms of technical and obviously commercial aspects of the project. The customization not only saves the cost but also maximizes the product’s efficiency. For example, a queue management solution for a Hospital might not completely fulfil the need for a retail store and vice versa.

Another big issue is with the size and structure of the facility which might require slightly different configurations for each customer. Another advantage of customization is the data collection, monitoring and KPIs (key performance indicator), obviously different organizations work on a different marketing strategy and structure, some things could be important for one organization and these very things could be useless or I would rather say “very less important” for another organization. The list goes on and on, there are so many minute details that are exclusive and unique for each customer and a customized solution can provide a solution for all.

2. Exceptional Customer Experience

RSI queue management system provides an exceptional customer experience. The wait time is reduced, the service delivery time is improved and the queue and customer flow are well-organized. Above all, our queue management system significantly reduces the workload of the staff. Which can further improve the service quality. During the wait time, the digital signage playing multimedia content could be helpful in reducing the customer’s stress. Regular real-time updates on the status also help the customer in relaxing and reducing anxiety while waiting. The multi-lingual user interface is very helpful especially in a community like Dubai, where people from all over the world are residing and working.

The audio announcements and customer calls are also very helpful, because in the waiting area sometimes the customer/visitors could get engaged in their smartphones or other activities, which could prevent them from noticing their turn on the signage screen, the audio announcements can solve this problem. The automated customer journey management further reduces the wait time and improve customer experience.

3. Digital Signage System

RSI queue management system has a built-in digital signage module, you can utilize this module to not only display the information of the queue and ticketing but can also play multimedia content. The module is a full-fledged digital signage content management tool. Having various screen settings and configurations. The digital signage or large screen used in the waiting areas are of great importance, as they are displaying the current queuing information. Hence the customers and visitors are always viewing them. So, having some adverts or multimedia content not only increase the interest of the customers but it will also provide a good marketing and communication channel.

Multi-media content and the large signage have a good impact on the waiting customers as waiting could be anxious and depressing and it can easily annoy your customers, but if you are playing some interesting content along with the queuing details that could help your customers to get engaged and busy hence the stress of the waiting can be reduced. This improves the customer experience a lot.

4. Automatic Customer Journey Management

RSI queue management system comes with a powerful admin control panel tool that enables branch management to implement queuing policies and protocols to further optimize the customer flow. Apart from that, there are a lot many automated tools that can help to improve the customer flow without putting any additional burden on the staff. For example:

Services that can be delivered by a single server or agent from a single counter
Services require multiple counter and servers to get a single service delivery
Dedicated counter and servers for specific services
Premium Counters, VIP Counters or Counter for Customer with Special Needs and/or Disability

The token dispensing interactive kiosk could become handy for this. While signing up for the queue the customer could choose an appropriate queue for their needs. This could be achieved by either an interactive dashboard with instructions which can explain to the customers about different queue and/or a staff member could help the customers to get signed-up only for their required queue. This not only automates the customer journey but also reduces the service delivery time.

Another great advantage of automatic customer journey controls is that they can automatically route the customers from one counter to another if a service delivery requires more than one counter. Our queue management system can automatically push or rely on the customer information to the next stop to prevent any delay in the service delivery. So, the customer doesn’t have to wait in multiple queues. These all features are specifically designed for different scenarios and can be implemented to improve the customer experience and customer journey from your branch/office.

5. Integration with Other Tools and Corporate Systems

Our Queue Management System also allows integration and data sourcing from other tools and corporate systems. This functionality is achieved using secure web services or APIs. Which enables two databases and systems to communicate with each other. There are tons of applications of system integration. For example, our queuing system can pull customer data from the CRM (customer relationship management system) or ERP or HR Management System or any other system. This data will help the agents and servers to recognize the customers instantly and it will also shorten the service delivery time by saving the time of doing manual data entry. The integration not only allows to fetch data from a third-party system but also allows to push data and updates to any other system via APIs.

6. Reporting, Data Analytics & Remote Monitoring

Our queue management system provides a comprehensive reporting module along with an option to summary reports and executive reports. The reporting module is completely customizable. The reporting module utilizes a smart analytical and statistical tool to analyze the data. This makes our queue management system able to provide simplified reports with actionable results. The management can also measure KPIs (key performance indicator) using an in-built reporting module. The reporting module also provides site-wise and agent/counter-wise reporting as well. The reporting module also allows the management to set alerts on certain thresholds and pivot points.

Another remarkable feature of our queue management system is its capability of remote monitoring and remote management. Businesses and organizations can see a real-time status report and updates from the head-office. The head office can view live coverage of all the queuing activities on any branch. Above all, the policies and settings can easily be pushed to the branches and remote offices from the head-office from the control panel.

7. Online Appointment Booking

Online appointment booking can really make a difference. The customers can choose the time and date of their convenience and get themselves signed-up for that particular timetable. Which will significantly reduce the wait time. The customer experience can be improved and the work-load of the staff can be reduced. Online Appointment booking also allows the customers to have freedom of reaching to the branch or office at their specified time only, there is no need of waiting in long queues any more as the customer is already notified about the time of their turn.

8. Smartphone Applications Integration

As smartphones have become an essential part of our daily life. Not only that the internet usage and web surfing from smartphones and devices have already surpassed conventional computers. Which increased the importance of having an interaction at the smartphones with your clients. Allowing your clients to sign-up for the queues from their smartphones can improve the customer journey and customer experience. The remote sign-up process also allows them to sign-up for the queue from the comfort of their home or office. The smartphone applications provide real-time status reports, updates and notifications to further reduce the wait time at the branch. The customer can arrive at the exact time of their turn and can easily get the service done without any wait time.

9. Customer Feedback System Integration

Customer Feedbacks are extremely important for businesses and organizations. For example, you have recently installed a new customer flow management system, you have trained your staff well, and you are providing all facilities that are possible just to increase the customer satisfaction and hoping your customers will retain and you will witness steady growth, but after some months you find out that the results are not meeting your expectations. Now, you have to reevaluate and reassess everything, which is a time-consuming task, and even if you somehow managed to do detailed analysis and studies of your service delivery mechanisms and customer journey, you are still uncertain of a few things and your final conclusion is always based on some assumptions and speculations. Well, a customer feedback system will eliminate all those uncertainties and will provide you with great insight into your business. It will provide you with a chance to directly communicate with your customers and you can ask almost everyone one of them about their opinion and suggestions. Our queue management system provides a very simple yet powerful customer feedback collection tool. Which can help the businesses and organizations to rectify certain issues which could be impacting customer journey, experience and the business growth itself.

See More: Queue Management System Problems and Solutions in Dubai

10. Cost-Effective Queuing Solution

RSI Queue Management System is a very cost-effective queuing solution. The capabilities of providing a customized solution enable us to deliver very efficient customer flow management systems at a comparatively lower cost. The initial cost is the major expense, the overall system software and hardware are designed to last long. There are no hidden fees and subscriptions. The system can be expanded easily. The implementation is fairly simple. The server-side application or the backend can easily be deployed to cloud-based hosting or on-premises data centres. There is no restriction or limit from our side. The complete hardware setup is very cost-effective. Both the software and the hardware comes with a warranty. The system updates and upgrades or customization and after-sales support are available for all customers. These traits make it the best ROI for your needs. The hardware and software both are capable of upgrades and updates at a very low cost. Which makes it a long-term investment. The customization and integration allow us to eliminate a variety of other intermediary applications which also save a lot of commissioning and operational cost.

See More: The Leading Queue Management System Provider in UAE

Conclusion

Having an efficient digital queue management system could heavily impact your business. How you are treating your customers will determine your path to success or failure. As getting new customers are important for steady growth, retaining the existing customers is also equally important. When your customers are visiting your branch or office, they are expecting to be treated well. The only thing that could annoy your customer the most is long and mismanaged queues and long wait time. This will not only annoy your customers but it will also put more pressure on your staff. A good queuing system can help you solve both problems. The monitoring tools, customer feedback, reporting, automation and customization ensures you get a great solution that is specifically designed to solve your problems. In this blog, we have listed 10 reasons to choose RSI Queue Management System which all are also a very important factor to consider while choosing any queue management system.

At RSI Concepts we are always eager to provide the best solutions to our customers to help and support them in achieving their business goals. If you want to discuss your needs with us, feel free to reach us out from the comment box below, or contact us from our Contact Us page or call us directly.

Check this out: Queue System working in Government Departments

February 11, 2021

How Queue Management System can benefit in shipping industry?

The Intro

A queue management system or queuing system or customer flow management system is a combination of software and hardware tools, which enables any organization to easily manage any number of customers or visitors. The queue management system (QMS) also reduce the wait time and make service delivery quicker. Well organized and managed customers flow also improve their experience and journey through the organization and results in happy customers. Apart from that a queue management system (QMS) also reduce the workload of the servers and the staff. The powerful QMS software enables the management to track KPIs (key performance indicators) and monitor the full branch including the customer flow, service delivery time and the staff performance on a very micro level. This provides great business intelligence for the management and helps them understand the ins and outs of their branch. The statistical data and reports can be further utilized to improve future strategies to focus on the areas where the performance is not so good.

The Technology

A queue management system (QMS) consists of two major components, the software and the hardware. Both components can have further so many small modules and accessories as per the application, type or the requirements of the customer. The technology behind the queue management systems has advanced rapidly in past few years. More software and hardware tools are available, which paved the way for innovation. The modern queue management systems consist of the following basic parts:

QMS Server
1. Server-side software application
2. Administrative dashboard and control panel

Queue Sign-up
1. Ticket Dispensers
  - Standard Interactive Kiosk
  - Tablet Kiosks
2. Online Sign-ups/Remote Sign-ups
3. Smartphone Applications
4. Other mediums i.e. call, SMS, email, online booking portals

Digital Signs
1. Large Displays
2. Digital Signs for Directions
3. Traditional Sign Boards (wall mount, floor standings & ceiling mount)

1. Counter Displays
  1. LED Dot Matrix Display
  2. Small Size Digital Screens

Another most popular accessory is customer feedback tablet or stands. These are the basic components that made a standard queue management system. Furthermore, a lot of many accessories and add-ons can be added to increase the queue management system’s efficiency and effectiveness.

See More: Future of Queue Management System in Dubai

The Benefits of a Queue Management System

The main purpose of a queue management system is to reduce the customer wait time, improve the service delivery process, and improve the overall customer experience. However, these all can only be achieved if a lot many things are done properly. For example, in order to reduce the customer wait time, the queue management system organizes the queue, distribute the workload on different counters to speed up the process, then there are other indirect methods that are being used, such as digital screens showing the estimated time to turn, current queuing status, engaging content to further ease the customer’s waiting time. The automation of a lot of many processes will also ease the workload of the servers and the staff. Which in itself will be very good for the overall customer experience and staff’s efficiency.

See More: Tailor-Made Queue Management System Dubai

How a Queue Management System can benefits in the Shipping Industry?

First of all, let us identify the areas where a queue management system can really make the difference. As we all know the shipping industry is a bit complex, having multiple departments, entities, companies and intermediaries involved the whole process became complex and tedious. In such scenarios maintaining a great customer experience and providing good services could be harder than what it looks like from the outer world. There are different forms of cargo, the most common are:

LC (Less than a Container) or LCL (Less than a Container Load)
FC (Full Container) or FCL (A Full Container Load)
EMS (Express Main Service) for small items
Air Cargo (Quick but expensive)

Both have different clearance methods and paperwork. In addition to that different items also require different kinds of documentation, certificates, approvals and a lot many other processes. In order to handle all these processes, there are various departments involved and the whole service is being delivered in various sub-services through multiple counters and areas. If an intelligent and efficient queue management system is installed to handle the customer flow through all those points and counters then it could significantly reduce the service delivery time, this will not only reduce the workload of the staff but it will significantly reduce the efforts of the customers as well. The large processes which may usually take days could be done in a single day. A customer can be provided with a single token number, which could be forwarded to the next counter automatically as the process proceeds. This way the management and the staff don’t have to worry about regular checks and stuff, as the customer is being already checked on the previous counter, this will make the process fast quick and very less manual repetitive work.

Another great feature of the queue management system is that they allow prioritizing urgent tasks or important or time-critical cargos. Let say for an example there are medicines which need to be kept on certain temperature, hence require an electric cooling solution within 12 to 16 hours after their landing, so such shipments should be prioritized hence the customer coming for the clearance should also have to prioritize. Special permits, special permissions and/or everything can be done on the priority bases and their token number can be automatically raised regardless of their actual number or such. That kind of policies for various goods and cargos can be implemented through the queue management system which could help the ports, depots, management staff and the customers a lot. The customer’s satisfaction raised, hence the trust level also raised. If a customer is leaving happily from your office, they will definitely choose your port/company next time.

The queue management system is not only meant for the huge enterprises, like ports and depots but even if you are a small or medium-sized company dealing in cargo, freight forwarder, logistic service or an agency, you can also utilize the queue management systems to effectively implement your policies to improve your operational capabilities.

Another remarkable feature of a queue management system is the statistical and usage data. The businesses and organizations can utilize this data to monitor KPIs (key performance indicators) and to collect a great business insight. The data will provide a very brief and detailed insight into the whole process and the complete operations. The management can later use such data to improve their strategies and business practices to further reduce the cost and to improve the customer journey. Another advantage of a queue management system is that it allows a centralized information centre and integration with other databases and systems for verification, authentication, and information sharing. This makes it integrated within the organization. The system integration also means that all the data can be synchronized in real-time and whatever information are needed on the next station can be automatically pushed to that system. Which also cuts the time and efforts of the staff.

See More: Queue Management System for Government Departments in Dubai

Conclusion

A queue management system is a great companion of service-based industry. In the shipping and cargo business, all the organizations involved are usually using segmented customer flow management or queuing solutions. Which can only improve the localized customer experience but doesn’t make a huge impact. But if an efficient queue management system is used, it can partially automate the processes, push information to the next station/counter in real-time, facilitating the high-priority or time-sensitive cargos and also allow different protocols for premium and VIP customers. This could completely transform the customer experience and the operational efficiency of the shipping yard, ports, cargo handling companies, depots, warehouses, on-site storage facilities and everything in-between. In the longer perspective if a customer left happily they will surely return. Which will ensure steady growth and also improve your business reputation. The queue management system is equally effective for the small agencies, businesses, forwarders, logistic handlers and other relevant businesses.

The automation and useful features not only enhance the customer experience but also reduce the operation cost. Which could also help businesses in cost and resource management. The flexibility to integrate the queue management system with other systems will allow real-time information synchronization, which has its own applications and will help the management staff by reducing their workload and at the same time, it will significantly reduce the service delivery time and improves the customer experience. If you are interested in our queue management system specifically designed for the shipping industry please feel free to contact us through the below comment box or reach us out through our Contact Us page.

Check this out: Queue Management System for Vaccination Centers in UAE

BLOG OF RSI CONCEPTS

Tag: advantages and disadvantages of queuing system

What is a Queue Management System?

Why Businesses should Deploy Queue Management Systems?

Queue Management System Reduces Customer Wait Time

Queue Management System Improves Customer Experience

Queue Management System Improves Employee Performance

Queue Management System Reduces Cost

Queue Management System Collects Business Intelligence Data

How Queue Management System Improves Business

Queue Management System Benefits for Customers

Queue Management System Benefits for Service Agents

Queue Management System Benefits for Managers

Queue Management System Benefits for Head-Office

Conclusion

Queue Management System Provides Satisfactory Customer Experience and Increase Customer Retention

Queue Management System Improves Employee Performance

Queue Management System Reduces Per Service Delivery Cost

Queue Management System Provides Business Intelligence Data

Conclusion

What is Customer Churn Rate?

An Efficient Queue Management SystemReduces Customer Churn Rate

Queue Management System Reduces Wait Time which Reduce Customer Churn Rate

Queue Management System Streamline Customer Flow which Improve Customer Journey and Reduce Customer Churn Rate

Queue Management System Improve Waiting Experience Which Reduces Customer Churn Rate

Queue Management System Boost Staff Performance Which Help Reducing Customer Churn Rate

Queue Management System Mobile App, Appointment Booking and Virtual Queuing Help Reducing Customer Churn Rate

Conclusion

Digital Queue Management System Reduce Wait Time

Digital Queue Management System Streamline the Customer Flow

Digital Queue Management System Helps Improving Business Processes

Digital Queue Management System significantly improves the Customer Experience

Digital Queue Management System Improve Staff Performance

Digital Queue Management System’ Business Intelligence Help Improving Customer Experience

Conclusion

Queue Management Systems Reduce Wait Time

Queue Management System Automate Customer Journey

Queue Management System Improve Employee Efficiency

Queue Management System Collects Customer Feedback

Queue Management System Collects Business Intelligence

System Integration with Queue Management System

Conclusion

Queue Management Software Reduce Staff Work Load

Streamline the Customer Flow

Automatically Manages the Customer Journey and Customer Routes

Queue Management Software can Improve Service Delivery Process

Integration with other Systems

Very Helpful for Stepped-Service Delivery

Queue Management Software Measures and Monitors Staff KPIs

1. Number of Daily Customers Served by an Staff

2. Average Staff Active Time

3. Average Service Delivery Time

4. Average Pre and Post Service Work Time

Queue Management Software can Collect Customer Feedback

Conclusion

Virtual Queue Management System Benefit No. 1: Reduce Wait Time

Virtual Queue Management System Benefit No. 2:Remote Sign-Up

Virtual Queue Management System Benefit No. 3:Prevents Crowd

Virtual Queue Management System Benefit No. 4: Implement Social Distancing Easily

Virtual Queue Management System Benefit No. 5: Improve Employee Efficiency

Virtual Queue Management System Benefit No. 6:Integration with Smartphone Apps

Virtual Queue Management System Benefit No. 7:Collect Customer Feedback Easily

Virtual Queue Management System Benefit No. 8:Cost Reduction and Profitability

Virtual Queue Management System Benefit No. 9: System Integration and Central Management

Virtual Queue Management System Benefit No. 10: Reporting, KPIs and Business Intelligence

Conclusion

Introduction to RSI Queue Management System

Why you should choose RSI Queue Management System?

1. Customized Solutions

2. Exceptional Customer Experience

3. Digital Signage System

4. Automatic Customer Journey Management

5. Integration with Other Tools and Corporate Systems

6. Reporting, Data Analytics & Remote Monitoring

7. Online Appointment Booking

8. Smartphone Applications Integration

9. Customer Feedback System Integration

10. Cost-Effective Queuing Solution

Conclusion

The Intro