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Queue Management Challenges 2021

Queue Management Challenges 2021

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

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

Challenge No 1. The Impact of Pandemic

The Impact of Pandemic

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

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

Challenge No 2. Customer Expectations

Customer Expectations

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

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

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

Challenge No 3. Customer Journey

Customer Journey

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

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

Challenge No 4. Customer Experience

Customer Experience

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

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

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

Challenge No 5. Virtual Queuing

Virtual Queuing

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

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

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

Challenge No 6. Integration with Other Systems and Tools

Integration with Other Systems and Tools

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

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

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

Conclusion

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

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

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

Queue System working in Government Departments

Queue System working in Government Departments

The main objective of the queue management system is to manage the customer flow with maximum efficiency and reduction in the wait time. A queue management system could help the government departments and public offices to deal with the social-distancing and COVID-19 situation effectively and also to improve the customer experience during their visit to the office. It is a common sitting of long queues at the government sectors, but nowadays due to the COVID-19, most of the services went online or provide alternates to facilitate their customers without compromising their health and safety. Still, there are tons of government services that can only be delivered at the branch or office. Most of the time customers also want to visit the office rather doing it online. This is why government departments have to adopt preventive measures and extremely organized customer flow management. Above all the government of the UAE is always stressing the importance of going green and reducing carbon footprint and another remarkable initiative of the government is to the digitalization of their products and services.

UAE government and the government of all emirates are considered to be the world’s highly digitalized governments in the world. You can avail yourself of tons of services through digital mediums. This also raises the importance of an efficient digital queue management system. Which could not only covert the manual process into digital and automate it but also provides the full advantage of digital and online domains? The government departments and their public offices are always the busiest, hence require smart solutions to deliver their services and to enhance the customer journey at the office. This is why a queue management system is a perfect companion of the government departments and their public offices. It reduces the wait time, allows full control and autonomous customer flow management, improve service delivery efficiency, reduces the workload of the staff and the management and makes the visitors and customers happy.

Here some of the advantages of a queue management system working in the government departments:

Manage Customer Flow with great Efficiency and Control

Manage Customer Flow with great Efficiency and Control

A queue management system allows the government departments to manage an immense load of daily footfall. The system has a powerful administrative control panel to control and implement department or branch policies effectively. According to those policies, the queue management system will automatically manage customer flow. As the whole customer flow management process can be automatic or semi-automatic (depends upon the requirements), it enables the automatic customer routing to the free counters instantly, which also reduce the wait time. On top of that, these days due to the COVID-19 social distancing is strictly implemented in all public places. So, the queue management system can also assist the management in implementing their social distancing policy effectively without any human intervention there is no room for error or miscalculation either. This also ensures the safety of the customers, visitors and staff.

See More:  5 Challenges and Solutions of Queue Management System in Banks

Customer Journey Automation
Customer Journey Automation

The customer journey can be automatically controlled using a queue management system. This feature is extremely useful in cases where it requires the customers and visitors to go to multiple counters or servers to get the full-service delivery done. The whole process can automate by implementing the policies and the queue management system can automatically route the customers from one customer service counter to another until the full-service delivery is done.

As most of the time, the government departments and public offices are offering multiple services and in some scenarios some counters and dedicated to particular services only. For example, if there are 24 counter, let say 10 are dedicated for service A, 6 counters for service B and remaining 8 counters for service C. This scenario can easily be controlled by the queue management system.

The organization’s policy can be implemented through the powerful administrative control panel, and whenever a customer is signing up for the queue the system can enquire them about the service they would like to avail and then put them in their respective queue. This prevents a lot of troubles and saves a lot of time.

VIP Customers, Customers with Disability or Special Needs or Any Exception

Sometimes there could be some counters dedicated to premium customers, VIP customers or customers with special needs or any such things. In such a scenario, the queue management system can automatically follow the management’s policies and route the customers to their appropriate counters. This ensures a smooth customer journey and an excellent customer experience.

Reduce Wait Time and Quicker Service Delivery

Reduce Wait Time and Quicker Service Delivery

A queue management system allows the management to reduce the wait time for the customers and improve their service delivery efficiency. As all the customers are managed in a well-organized manner. They are being automatically routed to their relevant counters and servers. There is no delay in customer calls, and there could be no issue or conflict in the queue or turn, the wait time gets reduced. The customer will have to wait for less, as everything is getting done with precision and without human intervention so human errors are also eliminated. Another great advantage of a queue management system is that it also helps to reduce the workload of the staff and service agents by handling different processes and by automation. Which effectively increase employee efficiency and also results in quicker service delivery and improved customer experience.

As the customer journey is managed and controlled by the queue management system as per the policies of the department, the customer journey is also reduced. As soon as a customer gets frees the next customers is called. Especially in multi-counter service delivery, where a customer will have to go to multiple counters to get the full-service delivery. In multi-counter based service delivery the automation reduces the time and easily guide the customer from one counter to the next without any delay or interruption. Which also results in quicker service delivery.

Improved Monitoring and Performance Analysis

Improved Monitoring and Performance Analysis

Apart from reducing the wait time, increasing the employees’ efficiency and quicker service delivery a queue management system comes with additional benefits. The government departments and public offices deal with hundreds upon hundreds of customers and visitors on daily bases. There could be a lot many unhappy customers too. In such a situation having a powerful analytical and statistical data collection medium integrated into the customer management process could provide valuable data to the management. Which can help them in further improving their service delivery mechanisms, enhancing the customer journey and effectively measuring the employee performance and much more. The system usage data can also provide a brief detailed preview of the system’s performance. In total, all that KPIs and statistical data gathered from the queue management system could be utilized to take important decisions and forming future strategies to ensure better customer services.

Reporting Module

All the data collected autonomously from the queue management system will be available in multiple reporting formats. The reports can provide precise system usage data and accurate key performance indicators (KPIs) could help the management to highlight the areas where improvements can be done. Furthermore, the reporting module also allows the management of the government department or the head office to monitor the performance of the agents and servers on daily bases. All the statistical data is gathered and provided in real-time to improve the reporting and monitoring capabilities.

Integration with other Data Centers and Systems

Integration with other Data Centers and Systems

This is another great advantage of a digital queue management system. It allows integration and synchronization of data with other organizational tools and corporate systems. This integration allows the management and staff of the government departments to reduce the service delivery time. For example, in order to sign-up for the queue, the visitor must have to scan their Emirate ID card or EID. Once scanned the data has been loaded from the government databases and the user can automatically get authenticated. Once the user arrived at a counter all their data has been automatically getting loaded on the screen of the server or the agent. Which could save them from doing manual data entry. A lot more such innovative features can be added to the queue management system. This feature is possible by enabling a queue management system to fetch and push the user data from other systems. All the process is fully automatic and saves a lot of time. Here are a few more integrations that are gaining popularity:

  1. Integration with User Identification System
  2. Integration with CRM, ERP, Sales Management System, etc
  3. Integration with a customer feedback system
  4. Smartphone Applications
  5. Online Appointment Booking and Remote Sign-up Process

There are a lot many different scenarios where we can integrate the queue management system to fetch or send data to any other system to incorporate more features that help to reduce the wait time and improve the customer journey.

See More: Benefits of Queue Management using Mobile Apps

Queue Management System Accessories and Add-ons

Queue Management System Accessories and Add-ons

There are so many hardware and software add-ons or accessories which can be added to the system to further enhance the system performance and usability. For Example:

1. Audio Announcements

Audio announcements are a great way to get the user’s attention to who is waiting in the waiting area. As when most of the people arrive at a government department or public office, they just took their queuing ticket and sit in the waiting area. Most of the time either you are on the phone or talking to the person sitting next to you or something like this. The audio announcement can easily alert them for their turn.

2. Multi-lingual Interface

Dubai is a huge city having so many different types of people from various societies, cultural background and countries. A multi-lingual interface can help you improving customer happiness and contributes to customer satisfaction.

3. Digital Signage for Government Departments

Digital Signage is an integral part of any queue management system. For the government departments and public offices, digital signage can display the current stats and ticketing information along with acting as a multimedia content player as well. The management can play promotional content, health and safety warnings, and other helpful materials. Engaging content on digital signage for government departments will help to reduce the stress of the customers waiting in the waiting area. It improves customer happiness and also provides a very effective communication channel for management.

4. Counter Displays and Screens

Counter Displays and Screens are used to display the counter number/name and the current ticket serving on the counter. This information is important so the customer can easily identify their server.

5. Customer Feedback System and Happiness Meter

This is also another very important accessory of a queue management system. In the government departments and public offices, if a customer feedback system is used, it helps the management to understand their customers’ needs and requirements. The customer feedback system can provide vital business intelligence which can help the management to further improve their services and service delivery mechanisms.

A customer happiness meter is usually a small touchscreen or tablet kiosks placed on the service desk or counters, it simply captures the customer’s happiness or satisfaction level information. It most often has multiple smileys icons or a few buttons describing the happiness levels, for example, happy or satisfied, unhappy or dissatisfied and very happy or pleased or any such things. This is a great tool in evaluating the servers’ and agents’ performance too. As the data could be linked and synchronized so there is no need to ask the customers to input their contact details. The system can automatically fetch the information on the bases of the ticket serving during or prior to the feedback submission. This is an excellent way to gather a lot of customer feedback data and people in general always respond well to such feedback systems.

See More: Queue Management System for Vaccination Centers in UAE

Conclusion

A queue management system can improve customer happiness and satisfaction level by reducing the wait time, providing engaging content during their wait time, routing them automatically to their respective counter or counters without any delay and reducing the workload on the government department management staff. Nowadays, due to the COVID-19 scenario the government of the UAE implemented a strict social distancing policy with zero tolerance. Our digital queue management system can also aid the management in implementing their social distancing policies. Apart from that our queue management system also allows integration and data synchronization with other corporate tools and organizational systems which also help to innovate new ideas to improve the efficiency of the queue management system. It also helps the management to gather valuable business intelligence.

Our queue management system also provides real-time monitoring and very detailed reporting mechanisms. The KPIs measurement and employee performance tracking could help the government departments and public offices to further improve the service quality and customer interaction with their department. Automatic customer route routing and multiple add-ons and other features not only improve customer experience but also help the management to improve their service delivery mechanisms.

If you are looking for a queue management system or want to upgrade your existing queue management system, you should also have to acquire professional queue management system providers for the government departments in Dubai, UAE. RSI Concepts have great experience of the field and we have a list of satisfied government clients. Feel free to leave a comment in the comment box below or contact us through our Contact Us page.

Check this out: Queue Management System for Government Departments in Dubai

Queue Management System for Government Departments in Dubai

In Dubai, Sharjah, Abu Dhabi and the other Emirates of UAE there are hundreds of government departments who are serving millions of customers. As per the digitalization of the government of the United Arab Emirates, all of the Emirates have rapidly evolved their services and compatibility. The federal governments and state are considered to be the most resourceful and considered to be amongst the world’s top welfare governments in the world. The digitalization project and the welfare of the residents of the UAE lead to a rapid adaptation of the latest technological solutions. The UAE and Dubai are leading the world in a lot many technological advancements and initiatives from the government for the residents and national of the UAE and its all Emirates. There have been hundreds of government public offices operating in the country to serve the local and ex-pat community. RSI Concepts is one of the leading queue management system solution providers for the government sector in the UAE.

Queue-Management-System-for-Government-Departments-in-Dubai

Why the Queue Management System is so Important for the Government Departments?

Why queue management system is so important for the government departments? The main objective of having a digital queuing solution and customer flow management system is to provide a great customer journey and ensure the highest efficiency of the staff. If the queue management system is not capable of doing so, the management will start receiving complaints from annoyed and unhappy customers, which in the bigger picture could harm the overall reputation of the government and the country itself. As the UAE is a hub of business and a hot spot for millions of tourists, it is very important to facilitate them with satisfactory service. Especially for the government offices and government departments when they are receiving hundreds of daily visitors, it is very important to manage them efficiently and provide them with a satisfactory experience.

How a Queue Management System can help?

How-a-Queue-Management-System-can-help

A queue management system can improve the customer journey and customer experience. It can heavily impact the efficiency of the department. The wait time could be reduced to 30 to 60 per cent, the service delivery gets quicker and efficient, the staff, agents and server got a stress free environment hence the overall efficiency is improved. There are so many features and accessories which can further improve the efficiency of a queue management system, here we are listing a few features which can help the government offices and departments to improve their customer flow management to enhance customer journey throughout the service delivery process:

Effectively Manage the Customer Flow at the Branch

Customer-Flow

A digital queue management system allows the management to effectively manage the customer flow in the branch. It also provides a more organized and managed environment for the customers and visitors which increase their satisfaction and reduce their stress. Most of the customers can get annoyed if the queues are not managed properly, which results in unhappy customers. A well-organized managed customer flow also reduces the work stress on the staff, management and the agents or services which also improve their efficiency and customers experience.

Reduce the Wait Time

reduce-time

The queue management systems are capable of significantly reducing the wait time. An efficient digital queuing solution can effectively reduce the wait time from 30% to 65%, depends upon your scenario. This will not only increase the customer happiness but it also increases staff efficiency. The wait time is very important for customer experience. It is always great to show the estimated time remaining for the turn, this will reduce the stress of waiting for the customers as various researches and experts suggest that the unknown wait time is more stressful than a known wait time. This also improves the customer experience.

Collect Business Intelligence

business-intelligence

This is often neglected by a lot of many customers, but it is very critical that your queue management system not only facilitate your customers and visitors but also provide you detailed insight and statistical data about your branch and its overall performance. The digital queue management systems can collect a lot many statistical parameters, and above all, they provide greater control to effectively measure KPIs or key performance indicators, which could help the management in analyzing their current policies and from the detailed reporting module and data analytical engine the management can easily take decisions in improving the lagging factors. This will also impact the customer journey and happiness and it also allows them to monitor the performance of the staff.

Customer Journey Management and Automation

journey

Customer journey management is very important in achieving maximum working efficiency in your office. In the government offices mostly services require a customer to go to several counters to complete a single service deliver. Then there could be other variables too, such as VIP customers, customers with special needs, customers with disabilities, foreign customers, etc. There are so many things, which could impact the service delivery efficiency of a government department. A queue management system can help to implement different policies by its completely automated approach. The powerful software engine automates a lot many processes and reduces the human factor. This also improves the customer journey.

Sometimes some counters are dedicated to a certain group of customers or for certain services, whichever the scenario is the queue management system can automatically route the customers to their respected counter without any delay. The queue management system can also automatically route the customers throughout their journey to ensure a smoother and happier experience. The load management for different counters can also be done automatically. Which further simplified the customer journey and reduce the wait time.

Think out of the Box

Think-out-of-the-Box

The government departments should think out of the box and rather relying on more traditional approaches they should have to be more innovative and creative. The technology is rapidly advancing in the IT sector. The government departments should utilize these technological advancements to improve their services and service delivery mechanisms. The digitalization is the future and thankfully our leaders had sensed it along the back. This is the reason why the UAE is always ahead of other nations in adapting to new technologies and providing excellent services for their residence and visitors. The government departments should also have to think out of the box to integrate the latest technological tools to improve their customers’ experience. Here are a few latest advancements that can be added to a queue management system to increase its efficiency:

Smartphone Applications

smart-phone

I have no doubt in saying that the UAE would be the country with the maximum mobile phone users. More than 90% of the population have access to the fast internet. The smartphone has surpassed the desktop or laptop users in the past few years. More internet searches are made through mobile devices than from the traditional desktop or laptop PCs. The government of UAE is the pioneer in introducing thousands of services through smartphone applications. The government department can utilize smartphone applications to add more services such as:

  1. Remote Sign-in: Sing-up for the queue even before physically appearing at the branch/office
  2. Real-time Status: Provide real-time status and other queue details in the smartphone app
  3. Collect Feedback: Collect customer feedback through smartphone applications
  4. Provide Follow-up and Reports: Provide details about customer’s request and other reports on their smartphones
  5. Notifications: Use push-notifications and SMS notifications to alert the customers about their turn

That is not all, the smartphones these days are very powerful and the smartphone apps are very capable, the government departments can use them for so many purposes like if there is a registration that needs to bed one the counter, the customers can do the data entry by themselves on their smartphones through the mobile applications and once they reach to the counter the data will be there for the agent. This could significantly reduce service delivery time. Moreover, the smartphone applications can be used to scan and upload documents, photos and much more.

Online Appointment & Booking

online-appointment

Another advance feature of modern queue management systems is allowing online sign-ups and making online appointments. The government departments can further facilitate their customers by allowing them online appointments, for example, if I couldn’t reach at the branch before the end of the business day, I should be able to book a spot for tomorrow, let say I choose 4 pm or any other available time which also suits my travel schedules, so the next day or any other day I will reach exactly at 4 pm at the government department and get the work done without any hustle. This is a great feature to have for certain departments.

Digital Signage and Displays

digital-sigange

The digital signage and displays are a great accessory of a standard queue management system. These digital signs or large displays can be utilized for the announcements, queue status, advertisements, and much more. In the waiting areas, the government departments can utilize these large screens and displays to provide additional information, advertisements and other content. Additional information can further make the customer journey easier. The adverts and engaging content reduce the stress of waiting in the waiting areas.

Audio Announcements

audio

The audio announcements are considered to be mandatory in the government departments as they are usually having a large number of customers and guests in the waiting area, so audio announcement could easily get the attention of the customer. Multi-lingual audio announcements are also very helpful as the government departments usually deal with all sort of customers and guests, some might not be familiar with the native language so audio announcements in other popular languages can help a lot. The audio announcements in the waiting area will also tell the customers that the queue is continuously running, and their turn will come soon, this also calms them psychologically.

Collect Customer Feedback

collect-customer-feedback

The customer feedback is very useful in understanding the efficiency of the department. Mostly a short survey or just a customer happiness meter could do wonders. The valuable data gathered through the small kiosks and the tablets placed on the counters could help the management understanding the customer’s emotions thus actions can be taken to further improve the customer happiness. The queue management systems come with a very powerful software tool, which can automatically log in all the required information related to the feedback, such as whenever a customer is entering feedback the queue management system could automatically link it to the customer and the agent by the token the customer had been served on and various other technical parameters. This also provides the management with a detailed report of the agent’s behaviour with the customers.

Read also: 5 Tricks to Quickly Serve Customers Using Queuing System

Conclusion

The queue management systems are very critical in maintaining a productive environment in the service-based industry. Especially in the government departments where the daily footfall could be in thousands the queue management system can provide a great platform to effectively manage the queue, monitor the efficiency of the staff, gathering vital business intelligence and insight which could later be used in decision making and taking steps in improving the service quality as well as the service delivery process. Integration of the queue management systems with other tools and system will further improve their efficiency and increase the convenience of the management. The remote management and monitoring enable the head-office to get 24/7 real-time updates of any branch or regional office from the online command and control centre. Digital queue management systems are very powerful tools to implement business strategies and policies effectively. The management could also use queue management systems to understand the effectiveness of their policies and strategies. RSI Concepts is a leading queue management system provider by serving hundreds of government and private entities in the UAE and all across the Gulf. If you need a consultation or an estimation of improving your queue management, please feel free to reach us out from our Contact Us page.

Check this out:  5 Challenges and Solutions of Queue Management System in Banks

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