Queue Management Archives - RSI Concepts - Top IT Solution Provider Company in Dubai, UAE

May 2, 2024

Leveraging Payment Kiosks for Effective Queue Management

In today’s modern world, everyone is busy, waiting in long and slow-moving queues could be very frustrating for your customers. In such circumstances the customer flow management could also become very challenging. Businesses always seek ways to improve their internal business processes as well as customer experience. The customer experience is the most crucial factor in a business’s success. Now a days an average customer is very tech savvy comparing to around a decade back, this led to rapid adoption of digital experience and the rise of self-service solutions. The self-service interactive kiosks are a great tool to effectively manage the higher influx while delivering a great digital experience.

The payment kiosks are also a type of self-service kiosk which are majorly used to enhance customer’s transactional experience. The interactive self-service payment kiosk is a computer terminal with specialized components and features which facilitate and improve transactional interactions. These kiosks run on a software application and are proven to be very effective in queue management system. These cutting edge kiosk machines are revolutionizing the way businesses are used to of conducting transactions and managing customer flow. In this blog we will discuss how a business can leverage payment kiosks for effective queue management and optimum operational efficiency.

Leveraging Payment Kiosks for Effective Queue Management

Payment Kiosk and Queue Management

An interactive self-service payment kiosk is essentially a computer terminal with special components added to facilitate the payment process. Usually a regular payment kiosk has cash deposit feature and it also accept credit/debit cards, however, coin acceptance, change return, digital payment, contactless payments, and payment via online gateway are also widely used in UAE. The payment kiosk offers a personalized and completely independent user experience. The self-service experience not only offer convenience to customers but also expedite the internal processes resulting in quicker service delivery time which enhances customer experience.

The queue management is a very sensitive subject for customer facing environments. Having customer wait for longer period of time could seriously harm their experience. There are two ways to integrate a self-service payment kiosk with a queue management system. Either you offer your customer a full service through the payment kiosk or you can offer them to sign-up for the queue and make a payment before arriving to service counter. In both cases the service time and quality is improved. Furthermore the payment kiosks are also a great tool to transform the customer service center. Due to flexibility and ability to customize the payment kiosk are equally effective in a wider spectrum of the industries.

Payment Kiosk Help Reducing the Customer Wait Time

Different industries have different needs, the interactive self-service payment kiosks can cater to a wider range of needs with their cutting-edge technological frameworks and customized features. Whether you deploy a payment kiosk in existing service centers or at remote locations, the payment kiosks tend to reduce the customer wait time. The customers are free to perform the tasks independently, the staff assistance is not required. Furthermore the customers can choose the language of their choice which where add value to customer experience also help expediting the service delivery. Businesses can redistribute the staff further improving the overall operational efficiency and minimizing the wait time.

The payment kiosk can also offer integrated queue management features such as allowing customers to sign-up for the virtual queues through the kiosk while taking payment to minimize the service delivery tasks. The digitalization and software integration also help improving internal business processes effectively reducing the customer wait time. The service agent dashboard are also integrated with the payment kiosk and queue management system which help service agents swiftly retrieve the customer data and information resulting in quicker service delivery and a happy customer experience.

Payment Kiosk Help Reducing the Customer Wait Time

Payment Kiosk Elevate Customer Experience

The payment is a crucial part of the service for that businesses either have separate counters or they collect payment separately via banks, this could be very time taking and could have various complications, however, with the payment kiosks the customers can make payment seamlessly, furthermore some businesses can also transform their services into self-service which can also be done through the same payment kiosk making the process quicker and less complicated. The intuitive multi-lingual UI (user interface) with on-screen instructions and guidance can greatly enhance customer experience.

The customers can not only make payments through payment kiosk but they can also perform several tasks such as updating their information, profile, or managing their subscriptions. Customers can conveniently pay bills, print slips and tickets or even they can scan and upload documents if needed. Furthermore the payment kiosk offer full freedom and control, empowering the customers. The customer service centers, offices and help centers operate within working hours, however, the payment kiosk can operate 24/7 giving more freedom to the customers.

Payment Kiosk Elevate Customer Experience

Payment Kiosk Collect Valuable Business Intelligence Data

For any modern day business the business intelligence data is crucial. It help businesses understand customer behavior and gives them a deeper understanding of the customer mind. The data is crucial for strategic decisions and also help businesses improve their long-term policies and goals. The payment kiosk comes with a management software application. This application is hosted on a server and it is often called payment kiosk machine server or payment kiosk machine management software. This software comes with advanced algorithms and smart technology which is capable of collecting statistical and analytical data from each and every touch point giving an unparalleled insight to customer interaction.

Businesses can utilize the in-built analytical tools and customized reporting to further refine the data and make it usable for decision making. The business intelligence data help businesses understand customer’s demands, expectations, pain points, market trends and it also help them gauge the efficiency of various processes. This insight coupled with direct customer feedback data could be a game changer for businesses. Businesses can greatly elevate customer experience and make their processes more efficient by making informed decisions.

Payment Kiosk Collect Valuable Business Intelligence Data

Payment Kiosk Offers Advanced Security

The payment kiosks are designed to adhere the highest standards of the safety and security, both digital and physical. If a self-service payment kiosk is deployed in an existing service center or any other indoor environment then the physical security is optimum, however, if these kiosks are deployed in remote locations or outdoors then the maximum physical security is required. As per the local regulations and industry standards a payment kiosk whether deployed indoor or outdoor must have certain security features such as anti-theft, anti-vandalism and protective frame/body. As for as the digital security is concerned these kiosks comes with advanced data encryption technology to prevent any data breach.

The self-service payment kiosks are built on advanced technologies, equipping it with data encryption, secure connection, and various protective measures against malicious actor or internet exploitation. The customer data is always authenticated and verified before letting them access the system. Furthermore Emirates ID scanner, Facial Recognition and CCTV Security systems are added to ensure highest levels of security and protection. This not only make the system secure but also help gaining customer trust. Any breach in security could lead to catastrophic impact on brand’s reputation that is why advanced security and protective measures are absolutely essential.

Payment Kiosk Offer Higher ROI

The self-service payment kiosks are easy to deploy and can easily integrate with the existing IT infrastructure. The initial cost could be high, but an ordinary payment kiosk can last for many years without requiring major maintenance or replacement of the parts, which make them very cost-effective. These kiosk machines are very reliable, they can work 24/7 without requiring much maintenance, only regular service and preventive maintenance is enough to ensure long term operation. Furthermore the self-service payment kiosks comes with highly advanced software, which can be upgraded and updated easily with very little cost, making them workable for another few years.

The less operational cost and ability to last long for many years make them highly cost-effective. A payment kiosk can help businesses reduce the amount of workforce required to operate their service center hence enabling them to redistribute the employees for better human resource management which also saves a lot of cost. Opening up new branches or regional offices is a very expensive process however, installing a self-service payment kiosk instead would cost you a fraction of that. All these traits makes them very cost-effective and enable payment kiosks to offer higher ROI in long-term.

Payment Kiosks are Easy to Integrate and Scale

Whenever a business is aiming to deploy a new IT solution the first thing that they should consider is its ability to integrate it with existing IT infrastructure and third-party system. Furthermore the scalability and upgradable structure ensures longevity and effectiveness of the system. The payment kiosks are built on commonly available technologies and software frameworks. This makes them ideal for integration and scalability. A payment kiosk usually have to be able to integrate with customer database, internal payment or accounts system, and central information center of the organization. This integration is usually done through secure APIs, which is the ideal way to let two software solutions interact with each other. Thi ability also help businesses incorporate innovative and creative features to enhance user experience.

As businesses grow their needs grow, as the market trend changes businesses require more features and this gives businesses a competitive advantage too. An interactive self-service payment kiosk offers easy upgrade even if you want to add more hardware features that can also be done. The UI of the kiosk can be customized easily, more features can be added with software customization and integration with other business tools and third-party software enable businesses to create more features within the system. This enable the payment kiosk to evolve alongside with emerging business needs and this ability keeps them relevant for many years adding value to their operational life which is a key to higher ROIs.

Payment Kiosks are Easy to Integrate and Scale

Conclusion

In today’s modern world where the customer satisfaction is a key to success and the importance of customer experience is paramount. Businesses find themselves often in very challenging situation managing their customer service centers. One of the biggest challenge is to streamline the customer flow while keeping the wait time at minimum. Because the customer wait time is one of the most crucial factor that can completely ruin customer experience. The queue management systems are often used to streamline customer flow, however, where businesses also require payment collection they traditional queue management system lags behind, the service delivery time is usually higher at the cash counters. Furthermore there are several unexpected scenarios which could hinder the customer flow and require immediate response from the management.

An interactive self-service payment kiosk is the ideal solution to deal with such situations, as it offers fully integrated queue management system which not only streamline customer flow but also offer them a self-service channel to improve their transactional experience. By offering independent self-service experience the payment kiosks not only empower customer but also help reducing the customer wait time. When the payment kiosks are deployed the workload of the staff is reduced too, enabling businesses to reallocate staff for better human resource management. The advanced data collection tools help businesses collecting valuable insights and business intelligence data which is vital for informed decisions.

The payment kiosks are also very flexible and can evolve alongside the emerging business needs which keeps them relevant for many years. Longer operational life, low maintenance requirements, and flexible scalability results in higher ROI. In this blog we have discussed how businesses can leverage the interactive self-service payment kiosk to elevate their queue management system. If you want to learn more or if you want us to develop a bespoke payment kiosk solution for your organization, 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.

May 24, 2023

From Chaos to Control: How Queue Management Systems Can Improve Your Business

Every businesses knows how difficult it could get in customer facing environments, especially during the peak hours, when the footfall is high and the customer waiting areas and counters become crowded. Think from a customer’s prospective, if you are a customer you are at a service center, there is a huge crowd, it is even difficult to find a place to sit, and there is no help or guidance from the staff, how would you feel in a situation like that? It could get very frustrated, that is why businesses needs to take serious steps to prevent their customers form any such situation.

It will not only make your customers unhappy, but it will result in loss of sales, increased customer churn rate, and less repeated business which could have some serious repercussions in the long term. Businesses adopt different ways according to their needs to improve the customer flow. However, a modern digital queue management system is the right solution to all those problems. It provides tools and features which help businesses in managing their queues, resolving problems, shortening customer journey, improving customer experience and much more.

What is a Queue Management System?

A queue management system is a digital solution which help businesses organize the waiting line, minimize the customer waiting time and improve branch efficiency and service quality. A queue management has two distinct part, one is the software which is usually a server application which provide a central management and administrative control over all connected branches. The queue management software various from case to case, but the most common and essential features are an administrative control panel, service agent dashboard, customer UI (user interface), ticket calling and announcement features and data collection and analysis tools.

The hardware part includes a ticket dispensing unit, which is usually an interactive self-service kiosk, there is a digital signage display which is used to display live queuing data, and a sound system to make audio announcements. Furthermore there are several other software and hardware components which can be included in the queue management system to enhance its capabilities and to offer innovative features.

How Queue Management System Help Turning Chaos into Control?

A queue management system offers a variety of features and digitalize several aspects of the customer journey which help organizing everything. Furthermore the customer behavior is not constant, it keep changing, a queue management system collects valuable business intelligence data and help businesses acquire deeper insight to customer behavior, market trends and help management align their efforts to maximize the customer satisfaction. Here are some key advantages of a queue management system which help businesses in turning chaos into control.

Advantages of Queue Management System: Organized Waiting Areas and Queues

The queue management system is a very capable tool, it helps organizing the waiting areas and customer waiting lines. It automates customer flow and customer journey which helps organizing the customer queues and solve several problems. In manual queuing customer have to face several issues, they got frustrated, most of the time customers and visitors don’t have a clue about their remaining waiting time. The queue management system help customers and issue them token numbers, which represents their position in the queues and allow them to wait comfortably in the designated areas.

Furthermore the customer calling, customer routing and the entire customer flow is controlled by the smart algorithms of the queue management system software in real-time. Which significantly increase the customer flow and improve the customer journey. Since everything is managed by an automated program so the customers also don’t have any complains and everyone knows that their token number and position in the queue is secure and they will be served on their turn. These and several more such features allow businesses to organize the waiting areas and customer queues.

Advantages of Queue Management System: Reduce Customer Wait Time

Order and organized queuing environment save a lot of time. The customers are welcomed by interactive self-service kiosk, they are asked to choose which service they want, and in some cases the customers are also allowed to input data while issuing the token number. Everyone is served according to their positions in the queue. The queue management system balance the load of service counters based on various data inputs coming from different touch points in the system and the current service delivery rate.

The smart algorithms can sense if one counter is having shorter queue, and they can automatically reroute a few customers to those counters, the queue management system also monitors employee performance, it can understand which employee is best at which service and on the bases of services required by the customer it can assign them a counter with high probability of quicker service delivery. There are tons of such features which help organizing the customer waiting areas and queues to shorten their wait time.

Advantages of Queue Management System: Improve Customer Experience

A queue management system plays a crucial role in improving customer experience at the branch. Without a queue management system the customers have to wait in long queues, which usually work on first come first serve bases. Furthermore there are line jumpers, poorly managed waiting lines and much more which can completely ruin their experience at the branch. A queue management system allow them a complete framework and eliminate several problems which results in more shorten and simplified customer journey. The queue management system also provide many features such as live queuing data at large signage displays, frequent audio announcements, multi-lingual intuitive UI for customers and much more which improves customer experience.

The reduction in wait time have huge impact on customer happiness, when the customers will have to wait less and in a well-organized waiting environment, they remain calm and more supportive when they arrive at the service counter, it is easier for the service agent to satisfy a calm customer rather a frustrated, annoyed and unhappy customer. All such features greatly improve customer experience and results in higher customer satisfaction.

Advantages of Queue Management System: High Staff Productivity

A queue management system can offer a variety of features which can be used to improve staff productivity and performance. The staff satisfaction and morale plays crucial role in performance. When the staff work under a balanced workload they become happy and satisfied, happier they are better their service would be. A queue management system offers self-service ticket dispensing mechanism which reduce employee workload. It organize and manage all the customer flow from various stages of customer journey, even in case of stepped services or multi-counter service delivery the queue management system can manage the entire customer journey and customer flow.

This means that the staff no longer have to worry about the problems occur in manual queuing, they are free to focus on most important tasks, they are never interrupted and they don’t have to stop their work for another task or to solve a problem. These features help reducing the workload of the staff and also results in better resource management. High staff productivity and performance help businesses improve the human resource strategy and results in better and improved branch operation with significantly less cost.

Advantages of Queue Management System: Central Administration and Control

The queue management system is a digital tool, majorly the server application is hosted at a local or online cloud server, which is linked with all branches, and therefore the data from all branches is updated in real-time at the main server. The head office can control and monitor any branch in real-time. Furthermore it also allow businesses to configure their work flows and processes according to their policies. The queue management system also features a smart alert and notification module, which can be configured to send alerts and notify the supervisors, branch managers or even the head-office when a certain event occurs, such as if the foot fall raised to a particular threshold value, or if the open ticket reaches to a threshold value and so on.

These alerts and notifications are completely customizable and enable management to take actions and steps in a timely manner. This provide more control over the branch and the queuing and it also enhance their administrative capabilities which results in much better and well-organized operations.

Advantages of Queue Management System: Collect Valuable Business Intelligence Data

The modern businesses heavily rely on IT solutions and digital technology. For IT industry, software, digital solutions and communication, the data is the most valuable thing. The business intelligence data is the analytical data and insight acquired from a particular system or digital solution. A queue management system software is a very powerful AI based tool. Which is capable of collecting the most valuable business intelligence data. This data can help businesses and organizations in decision making process, identifying and solving various problems and improving their strategy.

A queue management collects business intelligence data such as customer interaction at each touch point, employee performance data, customer preferences and several other behavioral insight. The business intelligence data help businesses take informed and timely decisions. It help them improve employee performance and support the HR in many tasks. The queue management system data also help understanding customer behavior, customer trends, their needs, expectations and market trends which provide a valuable insight and help businesses update their strategies and processes. It highlights several flaws and improve management.

Conclusion

The businesses in Dubai, Sharjah, Abu Dhabi and all around the UAE spend millions on customer satisfaction solutions. The customer satisfaction is crucial for any business but in competitive markets like of UAE, the customer satisfaction become more significant. In UAE the customers are more sensitive, sensible, and savvy and demanding, above all they have a lot of options available. One bad experience could repel them form your business and they will end up with a competitor. That is why the crowd and poorly organized queues are a nightmare of every customer facing environment. Businesses need to be more active and attentive when they make policies and strategies for their customer facing environments, such as customer service centers, branches, and service areas.

A queue management system is a modern and advanced software solution to deal with all types of problems associated with customer experience and staff performance. In this blog we have discussed how a good queue management system can turn chaos into control. We have listed several advantages of implementing a queue management system at your customer facing environments. If you want to learn more about the subject of if you want our help to design and implement a highly cost-effective and customized 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.

May 4, 2023

Key Reasons Why Queue Management Systems are Essential for Customer Loyalty?

Any business’s success can be measured by measuring the customer satisfaction and customer happiness. The customer satisfaction help gaining customers’ trust and make them loyal to the brand. The loyal customers always contribute most to the success of any business. According to several studies it is almost 5 to 25 times more expensive to acquire a new customer then selling to an existing customer. Imagine how much customer loyalty can reduce your marketing and communication cost.

The loyal customers had already have experience with your business, their expectations are pretty clear, they are familiar with your business practices and methodologies, they are most likely to make multiple purchases directly from your business without ever reaching out to your competitors or doing any market research. It means if you have a huge pool of loyal customers, you are most likely to get repeated sales from them. When a business start establishing a loyal customer base it can sustain growth and move forward towards its broader vision.

The customer experience and customer satisfaction can be significantly improved by implementing modern queuing strategies such as implementing a modern digital queue management system at your customer-facing environments. When you will start treating your customers in a better way and when you start offering them more convenience and comfort, they will start liking you as a brand and eventually you can become their first-choice. That is how the customer satisfaction and customer happiness contributes to attaining customer loyalty. In this blog we will discuss how a queue management system help improving customer experience and contributes in increasing customer loyalty.

Queue Management System Reduces the Customer Wait Time

The customer wait time plays a crucial role in customer happiness and customer satisfaction. Whenever we imaging a customer service center, a public office, a government office, airports, shopping stores or any such place, the long lines and waiting queues are the common sighting at such places. Studies have shown that on an average a customer can wait from somewhere 9 to 12 minutes, and wait time any longer than that could start impacting customer’s experience and cause frustration, stress and unhappiness.

The queue management system is a highly effective solution to that problem. It help streamlining the customer flow, manages queues and waiting line automatically, and the queue management system helps in improving the queuing strategy and method. A typical queue management system consists of a highly powerful AI (artificial intelligence) based smart software engine, coupled with several hardware devices, such as interactive self-service ticket dispensing kiosk, audio-visual announcement system and digital signage displays, etc.

The smart queue management software is capable of collecting and analyzing queuing data in real-time and the AI based smart algorithms enable it to take decisions on the bases of current queuing data, historical data, and system configurations. The biggest advantage of implementing a queue management system is that it completely remove the human factor from various touch points of customer journey and make it automatic which not only save time but also prevent several problems that are common in manual queuing. The customer interaction begins with customer being welcomed with an intuitive multi-lingual interactive self-service kiosk.

Business can ask questions to categorize customers based on their needs, this will further improve the queuing process. Customers are given with printed ticket or digital ticket bearing their number/position in the queue. Then the customers are free to wait in the designated waiting areas and doesn’t need to stand in long waiting line. This feature can significantly improve customer experience. Furthermore the digital signage keep displaying the queuing information and it also plays multimedia content and other engaging content which keep customers distracted from the wait time.

The queue management system automatically puts customers in the appropriate queue and based on the footfall, current queuing status and various other factors it tries to put customers in the fast moving lines, and it also balance the workload of the service agent which further expedite the customer journey and reduce the wait time. With the manual queuing the wait time is higher, the customers have to wait in long boring waiting lines, which ruin their experience. However, with the digital queue management system all these problems are avoided which result in significant reduction in actual wait time.

All those distractions caused by the multimedia content, frequent audio announcements and the real-time updating queuing data on the signage screens, keep your customers distracted from the wait time. This way the perceived wait time is also reduced. The perceived wait time and the actual wait time are the leading cause of customer unhappiness. A queue management system help reducing and optimizing the wait time and results in higher customer satisfaction and happiness which contributes to increasing customer loyalty.

Queue Management System Improves Employee Performance

The customer experience is a very delicate and sensitive matter, even very small looking things can have huge impact on it. Same is the case with the employee performance. The queue management system is a digital tool it can effectively track and monitor employee performance. The queue management system measures several performance metrics and KPIs. For example, how many customers are served by a service agent in a shift, what was the average time of service to each customer, how much time the service agent took for breaks, etc. All such information help management focus on the right directions to improve employee performance and identify the issues that may causing poor performance.

Furthermore with the help of a digital queue management system businesses can avoid several problems. In the manual queues the service agents will also have to listen to customers’ complaints, they will have to solve disputes, sometimes customers showed up in wrong queues, then there are line jumpers and several other such problems which keep service agents distracted from their work. However, with the queue management system all these problems vanished and the service agents can easily focus on their primary tasks and also work under balanced workload which significantly improve their efficiency, performance and satisfaction. A happy service agent can serve your customer better and provide them a happy and satisfied experience.

Queue Management System Offers Virtual Queuing

The virtual queuing is not a new phenomenon, however, it got fame in past few years. The virtual queuing is basically the next step of the digital queuing. The virtual queue management system offers more integrated communication and convenience to the customers which results in much better experience and significantly reduced wait time. With the help of virtual queuing features the business can offer its customers multiple mobile communication channels and virtual tools to sign-up for the queue. For example, the customers can sign-up using their smartphones, online customer portal, business’s corporate website, online booking portal, SMS, Email, Call, QR Code and even via WhatsApp. All this help improving customer experience.

Furthermore the queue management system can also communicate with the customers via SMS, online updates, smartphone applications, notification and alerts which keep providing necessary updates to the customers. The queue management system mobile application can even guide customers about het nearest and quickest service centers. This way the customers doesn’t even have to arrive to the service center to sign-up or stand in the waiting line, they are completely free to arrive only when their number is called. Hence the wait time can literally reduce to none. These features enhance customer experience, happy and satisfied customers are more likely to become a loyal customer.

Queue Management System Collects Valuable Queuing Data and Business Intelligence

The queuing data and the business intelligence is a great tool to analyze and improve your queuing strategy. A queue management system is a digital tool hence it can capture system usage and analytical data from each and every touch point of the customer journey. The queue management system can provide businesses with a wealth of knowledge and a better understanding to the customers’ behavior, their liking/disliking, market trends, customers’ expectations and needs. All this help businesses analyzing and identifying the flaws in their strategy and help them rectify those issues to ensure a better and improved customer experience.

A queue management system can also collect customer feedback data. The direct customer feedback gives your customer confidence and help gaining their trust. As when the customers think that their say is important they become more attached to the business. Moreover the customer feedback can also be very helpful in improving several other process. All these features help enhancing customer experience and raise their satisfaction. Happy and satisfied customer become loyal to their favorite brand and help businesses grow and progress.

Conclusion

Businesses in Dubai and all around the UAE are more adoptive towards latest technologies and modern business practices. The country is highly developed and the general population is very tech savvy. Almost 99% of the population uses mobile phone and have access to the internet. In such a society businesses need to fulfill the high demands from the customers and on top of that the markets are highly competitive. In the past few years, the digital customer experience, the automation and adaptation of modern technologies and solution is on rise.

The customer facing environments have also evolved a lot which made traditional manual queuing completely obsolete. A modern digital queue management system have become an essential for modern customer service centers. Businesses who have to deal with medium or large number of footfall can’t function without implementing a modern queue management solution. It has become so common that customers usually expect a digital ticketing system and modern queuing system whenever they visit a business or customer service center.

A queue management system significantly enhance customer experience, it offers them easy sign-up, it reduces their wait time and improves their waiting experience, it help maximizing the performance and productivity of the service agent, and it help improving service quality. All these improvements can significantly improve customer happiness and satisfaction. The customer satisfaction is a key to customer loyalty and the customer loyalty is crucial for a long term sustainable business success.

In this blog we have discuss how a queue management system can help businesses attain customer loyalty, if you want to learn more about the subject or if you want our help to implement a bespoke 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.

April 25, 2023

How a Modern Queue Management System Increase Customer Satisfaction?

A queue management system is used to enhance customer experience and improve customer flow management at a customer facing environment. Whether it is a retail store, a bank, a healthcare facility, a government/public office, or HR department, the queue management system is widely used in Dubai and all around the UAE. With the remarkable progress of technology and especially the smartphones, the overall customer behavior and market trends have been changed. Businesses started focusing on the digital experience by offering online channels, social media, dedicated apps, interactive kiosks and much more.

Above all the competition in Dubai and all around the UAE is increasing, which also paved way for many new industry trends. People themselves also become more adoptive towards technology and digital experience. Now a days if someone is going to visit a bank they expect certain things, such as an electronic queue management system, comfortable waiting areas, and a good environment. That is why the queue management system have become an industry standard for service sector.

The queue management system have travelled long way from being as simple as a paper/pen based system to a highly advanced AI (artificial intelligence) based system. A modern queue management system is designed on advanced technology platform which offer businesses a lot of innovative features and help maximizing the impact of the queue management system. The biggest advantage of a modern queue management system is that it help increasing the customer satisfaction which drives customer loyalty and customer loyalty have long-term impact on business growth and success.

The customer satisfaction is placed on the top of business goals, as only happy and satisfied customers will keep doing business and that is not all, the satisfied customers tend to promote your brand as well. According to several studies it could be 5 to 25 times more expensive to acquire a new customer comparing to selling to an existing customer, and only happy and satisfied customers will do repeated business with you. That is why the customer satisfaction is always very crucial for a business. In this blog we will discuss how a modern queue management system help increasing the customer satisfaction.

Decreased Wait Time

Whenever we talk about a waiting area scenario there are always two wait times, one is actual wait time which is the real wait time and the other is the perceived wait time, which is usually a perception of our brain. When we face any such situation where we feel stuck, our brain become unhappy of it, hence the wait time which is actually less could felt longer. For example, the real wait time is 10 minutes, but the perceived wait time could feel like 20 minutes or even more. Only a modern queue management system with advanced features will help you to deal with both actual and perceived wait times.

A modern queue management system streamlines customer flow, it automates several processes and continuously monitor each and every touch point throughout the customer journey. The queue management system automatically implement queuing policy and its smart algorithms can automatically control the route of the customers and direct them to the fast-moving counters to ensure the maximum performance of the entire branch or customer service center. Thus the customer wait time is reduced. Furthermore the queue management system offers a variety of features which keep distracting the customer during their waiting at the branch thus reduce the perceived wait time too.

Improved Waiting Experience

The customer’s waiting experience is an important factor that contributes to increase customer satisfaction. The customer waiting experience can be improved by adopting modern queuing practices. A modern queue management system allow customers to wait freely in waiting areas, designated spaces or even outside the branch. The customer’s waiting experience is improved by adding multiple distractions which also help reducing the perceived wait time. For example, every modern queue management system has in-built announcement and customer calling system.

The announcements are made at a sound system and the data is displayed on a digital signage screen. The digital signage screens are the speakers are placed all around the facility to make sure every customers is in range. The frequent announcements keep customers distracted from the waiting, and keep them engaged. Furthermore the digital signage also regularly update queuing information and it can also play multimedia content to keep the customers distracted from the waiting. All these features can significantly enhance the customers’ waiting experience which greatly increase customer satisfaction.

Offer Multiple Check-in Options

The check-in is one of the most important aspect of customer journey. A modern queue management system facilitates the check-in by offering interactive self-service kiosks which are also used to dispense the tickets/token numbers. The customers are welcomed by intuitive self-service kiosk with multilingual UI (user interface) where they can chose the service they want, or they can put basic information. Based on their choice and the information they have entered, the queue management system later put them in the right queue, and make sure they end-up on the right counter.

Furthermore there are several other options which can be offered, for example the modern queue management system also offer virtual queuing features. In virtual queuing the customers can sign-up for a virtual queue using any remote channel and without being present in the physical queue, they are signed-up for the queue. The virtual queuing offers Email, SMS, WhatsApp, Mobile Applications, Online Customer Portals, Website, Booking Portal, QR Codes and such features to offer multiple check-in options. All these features enhance customer experience and raise their happiness and satisfaction.

Quicker Service Delivery

In any customer facing environment the staff will have to face a lot of challenges. Especially if the queuing process is poorly managed, the queue management system is not good enough and especially during the busy hours, the staff will have to take the heat. They will have to deal with the waiting customers, heavy workload, and various other problems. However, when a modern queue management system is deployed, it significantly reduce the problems and enhance customer experience. The queue management system automatically improve customer journey, it help reducing the impact of waiting and keep customers calm. In the meantime the queue management system can automatically route and reroute customers based on the real-time queuing data.

This way it can perfectly balance the workload of the employees and distribute the influx effectively and efficiently. When employees work under a balanced workload and most of their distractions are removed, they can easily focus on their primary tasks, hence their performance is significantly improved. Furthermore the queue management system is a very capable tool which can be integrated with other systems, tools and databases. This ability allow queue management system to help service agents in the service delivery process as well which can greatly improve their efficiency and performance. Hence the service delivery process become much quicker, reliable and a better experience for the customer which increased their satisfaction.

Business Intelligence Data Collection

Another great feature of a modern queue management system is to collect a variety of business intelligence data throughout the customer journey. The queue management system capture customer behavioral data, their preferences, and it records the queuing data. The employee performance data and KPIs are also recorded. The business intelligence data is stored and analyzed by in-built analytical tools to draw conclusions. The managers and decision makers can also prepare actionable reports based on the business intelligence data gathered by the queue management system. The data will let management understand basic trends and some sophisticated details to understand customers’ behavior.

This knowledge will help management to improve their queuing policy and help them in resource planning and management to ensure maximum performance and efficiency of the branch. The modern queue management systems also collect customer feedback using multiple integrated channels and on-sight touch screens, tablets of interactive kiosks, etc. The customer feedback data further improve their understanding and help them cater to the needs of the customers to maximize the happiness and satisfaction. The business intelligence data help improving the queuing process and it also help improving the customer experience which significantly increase customer satisfaction.

Conclusion

The customer satisfaction is considered to be the key to long term success. A business can never grow without having a loyal and satisfied customer base. All service-based businesses know that the customer facing environment could be very challenging and ensuring customers’ satisfaction could be extremely difficult. That is why businesses have always implemented some kind of queuing policies to improve customer experience. A modern day queue management system is a great tool which is built on AI (artificial intelligence) based smart algorithms and can take decisions on its own by analyzing the queuing data in real-time. The queue management system keep your customers distracted from the waiting while they are waiting in the waiting areas, which help enhancing their waiting experience.

All these features help improving the customer experience and increase customer satisfaction. The queue management system also collects customer feedback and business intelligence data which help management understand market trends, customer behavior, their preferences and provide them with in-depth understanding and knowledge of customers’ mind, desires, expectations, needs and liking/disliking.

This knowledge can be used to improve future policies which could be very helpful for long term growth and success. In this blog we have discussed how a queue management system can increase customer satisfaction, if you want to learn more about the subject or if you want our help to implement a modern and customized 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.

April 4, 2023

Government Digital Transformation: Implementation of Queue Management System

The Government of UAE and other local governments are proactively adopting to digital technologies and modern solution in fact the government’s vision is to completely eliminate the paper and go fully digital. For that the government of UAE and local governments have taken several initiatives, and established a framework for all government offices, ministries, and departments. The digital transformation is one of the several revolutionary steps taken by the UAE government to improve the service quality and increase the access to the ordinary citizens.

We all knows that the government offices, ministries and departments are the busiest places with large footfall. The higher volume of visitors not only cause problems for the visitors but also for the staff. Therefore a solution is required to streamline the footfall and customer flow. The queue management system is a great tool to organize and manage the customer flow and customer experience, it also help reducing the workload of the employees and enhance their performance.

The UAE government and local governments also emphasizes on delivering excellent customer experience. The public also demand quality service and quicker delivery which put digital transformation at the top of the agenda for UAE and all local governments. The government departments and offices want to provide excellent customer services, comforting waiting experience and higher customer satisfaction. The large footfall is not the only problem, some offices and departments are also short on staff, some have multiple shifts and some have other limitations which are causing issues with adopting to modern queuing methods.

However, a digital queue management system can be game changer, it can streamline customer flow, organize the queuing process and it can minimize the waiting time while improving customer waiting experience and employee performance at the same time. In this blog we will discuss how a queue management system can significantly enhance government’s digital transformation.

Implementation of Queue Management System

A queue management system is a digital solution based on software and hardware components. A standard queue management system consist of a core software application which is usually hosted on servers or cloud. There are dedicated user dashboards for different user groups such as service agents, administration, branch managers, etc. The customers/citizen interact with the system through a self-service interactive kiosk which also dispense the tickets. There is an audio-visual announcement system which is used to make multi-lingual announcements. A regular queue management system can significantly improve customer experience and it can also help improving employee efficiency which also impact the customer happiness.

The queue management system also offers centralized administration and management features. Which allow the head office to monitor and control all connected branches. The branch managers and local administration can have their own localized access, but the head office can access the entire network. Such features are great to support the internal workflows and processes of a government department, ministry or office.

Benefits of Implementing a Queue Management System

The queue management system is a digital solution which is capable of integrating with other systems and tools to maximize the customer experience and performance of the queuing process. The centralized administration and management also enable queue management system to integrate with other systems and databases which is helpful in offering innovative features to enhance the customer experience and to improve the administrative capabilities of the management. The queue management system also help government offices and department to integrate modern communication channel and tools to allow customers and visitors to sign-up using multiple channels which make the process simple.

The queue management system automatically manages the customer flow and customer journey, which help reducing the customer wait time and it also significantly improve the customer flow. The digital queue management system also capture valuable data and provide management with insight and better understanding of customer behavior and trends which help them improve their internal processes and take steps to maximize the efficiency of the queuing process.

Here are the key benefits of implementing a digital queue management system:

Reduce Customer Wait Time: The customer wait time is one of the most crucial factor in customer journey, the queue management system streamline everything, and automatically handle the customer flow which help maximizing the efficiency and reduce the customer waiting time. It also help improving the employee performance by allowing them to focus only at their primary tasks, which improves their happiness.
Streamline Customer Flow: The government offices and departments always have large customer flow, during peak hours it become difficult to effectively manage the queues. However, with the queue management system everyone is issued with a ticket hence everyone knows when their turn came, and people also don’t rush to enter in random queues, instead people prefer to wait in waiting area which help organizing the queuing process.
Online Appointment Booking: The modern queue management system allow businesses to integrate online appointment booking module and offer customers easy-access to booking portal. The portal is integrated so the customers can also view additional information which help them to choose the right time, date and service. A planned visit help reducing customers’ frustration and it also enable customers to arrive just before their booked slot and get instant service.
Enable Virtual Queuing: The virtual queuing is one of the most modern queue management method, it allow customers and visitors to utilize multiple remote channel to sign-up for the queue, such as online, booking portal, website, mobile applications, SMS, email, WhatsApp, etc. The customers are not required to physically present in the waiting lines, instead they get live queuing information on their preferred channels and are free to arrive only when their turn came.
Improve Communication: A queue management system offers various integrated channels to enhance communication. When customers arrive at a government office they need information the same information can be provided using the digital signage screens, remote channels such as Email, SMS, mobile apps, online portals, etc. The communication is a key to customer satisfaction, providing them relevant information can significantly improve their experience and happiness.
Centralized Administration: The centralized administration is great for government departments and ministries as such institutions have multiple branches and offices so the centralized administration keep every branch aligned and allow the head office to monitor and control every connected branch in real-time. The queue management system also support internal processes, administrative hierarchies and workflows which significantly improves administration.
Improve Employee Performance: The employee performance is effected by large footfall, poorly organized waiting lines, unbalanced workload and problems inherent by manual queuing. The queue management system on the other hand not only eliminates all problems but also help reducing the workload of the employees as well. Employees get support with their tasks, they can focus on their primary tasks without any interruption which improves their performance.

The digital queue management system is a great tool for digital transformation of the government departments, offices and customer service centers. The queue management system not only help improving the customer journey but it also help maximizing the overall performance of the entire branch and help reducing the operational cost. Thanks to smart AI based software algorithms which enable queue management system to process data in real-time and take decisions.

All the features of a queue management system maximize the employee efficiency, help management to effectively utilize resources and reduce the need of several additional staff which results in serious cost-reduction and help optimizing the operational cost. The smooth experience, excellent quality service and innovative features of the modern queue management system help improving the image and perception of the government entity and in fact the entire government.

Conclusion

The government offices and departments are places where people have to visit for essential services, most of the time we found these places crowded. The large footfall is common, on top of that the peak hours and in some cases peak days could bring huge influx. Such scenario cause problems for both the customers and the employees. That is why the queue management system is an ultimate answer to all those problems, in fact it is a great tool to support government’s digital transformation policy. The UAE government and the local government all are stressing on importance of happy customer experience and quality of service. The queue management system help them achieve their goals and also help them reduce their operational cost by leveraging the digitalization and automation which reduce staff’s workload and improve the customer flow. Overall the customer journey is reduced, their experience is enhanced and the staff performance also improved as they can easily focus on their primary tasks instead of solving queuing problems and answering to unhappy customers in the waiting lines.

In this blog we have discussed the benefits of a modern queue management system, if you want to learn more about it or if you want our help to implement a modern cost-effective queue management system at your government office or at your business, please feel free to contact us through our Contact Us page or leave comment in the comment box below and we will get in touch with you soon.

January 23, 2023

How to Avoid Long Queues at Your Events

Dubai and in fact the entire UAE is a very vibrant and dynamic marketplace. The country is a center of all business activities in the region. Businesses and organizations are organizing several events, exhibitions, seminars and gatherings for networking, promotional and awareness purposes. It is very common to see long waiting lines outside these event venues, no attendee want to spend most of their time waiting in the long queues. This will ruin their experience, it will make them unhappy, and it will cause frustration. This led to unhappiness and also increase churn rate, which means that the longer the waiting time is more customers will abandoned the queues and will leave without attending the event.

It also have other repercussions, such as it will annoy your visitors and customers, they will fail to participate or focus on the event at least for the first few minutes, in the worst case they will give you negative rating by any channel which is easily accessible to them. If you are collecting post-event feedback, you will get more negative comments and rating. Furthermore the unhappy visitors can also publish something over their social media and they can cause negative or bad publicity for you which could repel more people in attending your events in future and so on.

The negative impact of long waiting on customer experience is long lasting, it not only make your customers unhappy, but it will also impact your reputation and brand image. The first impression is always important, and if it is waiting for long time in crowded areas with very little or no clear indication of how long your customers and visitors might have to wait, is not a good first impression. Businesses often spend huge resources and money on many facilities they are offering but do very little about managing the queues. In this blog we will discuss how a fairly smaller investment in a modern queue management system can completely eliminate this problem.

Queue Management System for Events

A queue management system is a technological solution for a business’s queuing needs. There are a variety of different queue management systems available in the market, the best approach is to acquire a leading queue management system provider in Dubai, such as RSI Concepts and ask them to customize a queue management system according to your needs. There are ready-made solutions too, but they offer limited features and limited customization. Basically a queue management system is a combination of software and hardware components. The software is server side application with multiple clients who can interact with the system through intuitive UIs (user interfaces) and the hardware components vary from case to case.

Different businesses have different requirement, for example if you are hosting an event for the first time, you might be needing self-service event registration kiosks, ticket/pass dispensing self-service interactive kiosks, digital signage, etc. If you already have self-service even registration kiosks, you might need only a few more or you can integrate your existing kiosks with the system. That is the beauty of the customized software and applications, they are very flexible to integrate with other technologies which save a lot of efforts and time too.

These components will form a queue management system. In this blog we will discuss the key advantages and features of a queue management system that will help you managing your waiting lines for your events.

Improve Customer Flow Through Event Registration Process

The biggest problem at an event’s entrance is the crowd formation and the major causes of crowd formation are poor queuing management and delays at registration counters. Usually all event organizers encourage their customers to register prior to the event via online or email/call, etc. Which could prevent them of spending time at registration counters. However, the registration counters are always present because they are needed. A majority of the visitors would definitely failed to complete the registration beforehand, hence they would be needing registration counter.

The manual registration counters are slower and cause several problems that is why most of the event organizers use interactive self-service registration kiosks. The self-service kiosks make the process quicker, eliminate the chances of errors, and improve customer experience. However, large footfall can cause congestion at those counters which passed on to the entrances and cause more queuing problems. A queue management system helps improving the registration process, you can directly integrate the registration forms within the queue management system or you can integrate a third-party registration management system with the queue management system.

Usually the registration area is also the same area where the entrances are, hence it could cause double problem, people can get lost or confused, the queues can tangled with each other and make situation more chaotic. A queue management system on the other hand can streamline customer flow by allowing customers and visitors to sign-up for the queue first, then they can register and then using the same ticket number they can enter the venue, the ticket number can be assigned with a QR code or Barcode which can automate the customer flow. Furthermore the digital signage help customers and visitors to keep track of their turn in the queues and guide them through the entire process.

All this can be done fully autonomously without any help from the staff. This not only make process very efficient but it also help reducing the resource consumption of the process. The queue management system can automatically route the customers with integrated customer calling mechanisms through the digital signage and audio announcements. Each time a customer’s turn came they can go to the registration kiosk, scan their ticket and then fill in the form. The same ticket can be scanned on next steps to enter into the venue. This makes the process simple, automated and it significantly improve the customer flow.

Integrate Virtual Queuing Features to Improve Customer Experience

The virtual queuing is one of the most modern form of digital queue management systems. It offers multiple remote channels to sign-up for the queues, enable businesses to minimize the customer wait time which help improving customer experience. There are many way to offer virtual queuing features, mostly the virtual queuing involves the online and digital channels. The business can integrate the customer portals, mobile phone application, exclusive registration pages, and many more digital channels to offer more convenience and ease. The customers can sign-up easily from any of the available option. When they will sing-up for the queue and do the registration process, they will be issued a ticket number or token number.

This e-ticket will contain the customers’/visitor’s number in the queue, and it will also provide a unique barcode or QR code which later serve as a gate pass for various steps. This also allow the visitors to utilize their smartphones or mobile devices to sign-up and register instead of waiting for the self-registration kiosks. The virtual queuing can be a great tool to minimize the wait time and manage the large influx at the entrances. Furthermore it can also help businesses to assign groups to different customers and visitors and let them enter as a group, in fact the entry could be individual but the customer call will call a range of the ticket numbers, which can also help speed up the process and reduce customer efforts and wait time.

Easily Manage Disruptions and Increase Customer Happiness

Interruptions, blockage or halted customer flow is a common thing in events with large venues. Especially when there is a sitting arrangements, the staff is deployed inside the venues to guide everyone to their seats and so on. All this requires time, in order to prevent congestion inside, sometimes the staff stop the visitors at the entrances, there could be other problems too, such as a dispute or disagreement, most of the time people lost their passes and they stuck at the security, sometimes the security searches cause disruptions, in short there could be so many things that can cause unexpected disruptions or delay in the customer flow. The queue management system have capabilities to prevent crowd by announcing messages, to inform people about the situation.

The queue management system can also communicate with the customers and visitors who have used digital channels to sign-up for the queue. It is important to be transparent with your customers and visitors. Telling them the expected time to wait is not bad, it help them understand what is to be expected and prepare them for wait. However, the impact of these disruption can be reduced by rerouting customers to other entry points. The queue management system can do that automatically.

The queue management system collects data form all touch points, it has AI (artificial intelligence) based smart algorithms which are capable to taking decisions in real time which can significantly reduce the impact of disruptions and help improving customer experience by rerouting them and providing them live updates at their most convenient communication channel.

Queue Management System Provides Business Intelligence Data which Improve Planning and Management

The queue management system provides in-depth business intelligence data. The data is collected from all touchpoints and also record historical system usage data which help the event organizing team to understand the customer behavior and flow and help them based their strategies upon concrete information and not on guessing work. The queue management system collects and store historical data from each and every touch point and throughout the customer journey. This data can help management understand the expected customer footfall and help them prepare themselves beforehand by allocating adequate resources and making plans for the registration and entrance areas which is the major cause of congestion and longer wait time.

The queue management system provides in-built data analytical and processing tools which can help management identify the trends and predict accurately the number of expected attendees. Obviously as all other registration channels are integrated with the queue management system so it can also provide the number of people who have already been registered and by comparing this data with the historical data, it is easier to estimate the total number of expected customers and visitors at any event.

Furthermore there are always different types of customers and visitors, some are VIP or Premium Visitors, some are People with Special Needs, and some are different in many other ways, which require a different treatment and protocol. The managers can easily understand which type of user-group will show-up at what time with what numbers, and so on. This comparison will help management make a better policy and plan of actions for the event. In case of any interruption or delay the management can also view the live queuing data which can help them understand where and why the interruption happened, and help them resolving the problem more quickly.

It also help them understand how many people are in queue, and how to divert them to other moving queues to minimize the impact of the interruption. The management can also alert people who are on their way or are present at the reception area with multiple communication tools and channels. Which help them improving the customer experience as well as reducing the frustration caused by such unplanned interruptions and delays.

Conclusion

Businesses in Dubai and all around the UAE are well aware of the importance of communication and engagement with their customers. Organizing and hosting events, exhibits, seminars, conferences and large meetings is a common theme for any business in the country. These events are used to promote brand and attract more customers. Whether you are B2B or a B2C business these events are vital for growth and brand image building. Apart from the benefits of hosting an event, the event organization and management is a double-edged sword for the organizing team.

If anything goes wrong it could seriously damage the brand image and will hurt the reputation. There are several things and several moving parts which need highly proactive team to manage everything. The biggest challenge is always to handle the crowd and manage the queues. Every business tries to register attendees beforehand however, there would always be a large number of attendees who will register through on-site registration counters or interactive self-service registration kiosks. Furthermore usually as the start time comes closer the footfall start rising very quickly.

Therefore a proper digital queue management system is required to help the staff in managing the large footfall and solving the queuing problems. In this blog we have discussed how a smart digital queue management system can be used to improve your customer experience at events. If you want to know more about the subject or if you want our help to provide you with a highly cost-effective queue management system and self-registration solutions, 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.

December 23, 2022

5 Ways to Manage your Customer Service Queues

Businesses in Dubai and all around the UAE are very active in adopting to modern solutions and leveraging technology to improve their operational performance. Tough competition and abundance of options available to customers can have huge impact over businesses’ approach and strategy. For service sector the biggest challenge is extended waiting time long customer service queues. Understanding the queues and the customers is absolutely crucial for a service-based business. The poorly managed queues and long wait time not only impact the customers but it also have huge impact on the employee performance. Which in return cause double effect and ruin customer experience. In today’s modern world, the customers will never have a second thought before moving to another service provider. Especially in Dubai or anywhere else in UAE where the customers usually have a lot of options available in the same area they will usually not give you a second chance. That is why managing queues and improving customer experience is crucial for a business’s success.

Regardless of industry, the long waiting time and customer service queues can have devastating effects on your repute and brand image, no matter how large or small your business is, no matter how cost-efficient your products/services are, if your customers are leaving unhappy, you can never sustain growth and success. The unhappy customers will talk to other people about their bad experience which will ruin your brand’s image, furthermore your marketing campaigns will become costly and the return will become smaller, which will rise the cost of onboarding a single customer. Eventually it could be catastrophic for your business. In this blog we will discuss how businesses can easily manage their queuing and reduce customer wait time using a smart queue management system solution. The queue management system will also help you improving your customers’ waiting experience and will help you improve your brand image and customer satisfaction. The queue management system have offers many perks which can help a business to monitor and improve the performance of their service centers.

1. Automate Customer Flow

The automation drives efficiency in any system. Similarly the automation of customer flow with a queue management system improve the queuing process and make it more efficient. Traditionally the customers wait in long waiting lines, which cause stress and several other problems. The customers tend to complain a lot about manual queues. The queue management system is a digital tool which can automate the customer flow by allowing them to use automated customer signup and flow processes. The customers can utilize the interactive self-service ticket dispensing kiosk to sign-up. The interactive self-service ticket dispensing kiosk can also collect basic information if needed such as what service the customer is interested in, or customer identification can be done at this stage, etc. Such information help the queue management system to implement the company policy and priority protocols if needed. Furthermore the queue management system sing-up the customers for a virtual queue, which means they don’t have to wait in physical customer service queues, in fact the can relax in the waiting areas and wait comfortably. This help improving customer experience and increase their satisfaction.

2. Reduce Customer Wait Time

The customer wait time is the single most important metric in the queuing systems. The customer wait time have significant impact on customer’s mind, experience and service quality. Longer wait time cause stress and frustration and also cause in increase in employee workload. The queue management system is based on an AI (artificial intelligence) based highly efficiency and smart software application which can collect business intelligence data and it is also capable of analyzing the data in real-time. This ability also allow the queue management software to take decisions in real-time which improve the customer experience and help reducing the average customer wait time which in return cause reduction in customer service queues. The queue management system can analyze the historic data of the system and it can accurately estimate the customer wait time. Which help it to take customer through the route where they have to wait less. The automation plays very well here, due to automation the employees are highly focused on the service delivery which expedite the customer flow and the highly managed queues help reducing the customer wait time.

The biggest problem with manual or poorly managed queues is the longer wait time. In traditional queuing management the customers will have to wait in the physical lines, which itself cause a lot of stress, furthermore there are line jumpers, and some customers who think other are prioritized by the staff and there are several other issues which cause frequent disputes. This require businesses to deploy more employees and it also keep the customer service agents engaged in non-productive activities such as managing the queues, answering to customers’ quires and solving disputes, etc. All this hustle slow down the customer flow, during the peak hours the staff can easily get overwhelmed which further deteriorate their efficiency and result in extended wait time for the customers which means longer customer service queues. The digital queue management system not only prevent all these problems but it also help speeding up customer flow and reducing wait time by automatically routing customers to the fastest path, reducing the customer stress and workload of the employee which also result in quicker service delivery.

3. Prioritize Different Customer Groups

Another important thing to consider while managing queues is to organize and arrange different customer groups on the bases of their priority. In any service center a business usually offers multiple services, furthermore the businesses also have different policies and protocols for different types of customers or customer groups. For example in the banking sector the corporate customers will have different services than the individual customers, same as the saving account is different from the current account, etc. All these different services and different customer groups need to be organized and treated differently, which can cause issues and disrupt customer flow. Therefore the queue management system software offers an intuitive administrative dashboard which allow the businesses to configure all these protocols and perimeters. Thus the queue management system can automatically segregate different audience groups and take them through their designated route. Furthermore there are customers with special needs, there could be a different process for the elderly customers, and the VIP or premium customers need different level of attention and services, all this can be managed automatically with the digital queue management system which definitely reduce customer wait time and improve their experience.

4. Improve Employee Efficiency

Employee efficiency plays crucial role in customer experience and customer flow. No matter how effective your queuing strategy is, if your employees are not working at a good efficiency then the customer experience and satisfaction goals can’t be achieved. There are several factors that impact employee performance, especially during the peak hours, when the customer influx is high, the poor queue management cause a lot of problems which keep the employee distracted from their primary tasks. The crowd formation and complaining customers can greatly reduce the efficiency of the employees. The digital queue management system can significantly boost the employee efficiency by reducing their efforts and automating several processes of the customer journey. Furthermore the queue management system can be integrated with internal databases and other enterprise tools which enables it to help service agents in pre-service and post-service activities to reduce their efforts. The queue management system can automatically reroute customers to less busy counters to maximize the customer flow and to balance the employee workload. It also keep track of various performance metrics and employee KPIs, which is also helpful in improving employee efficiency and productivity.

5. Virtual Queuing and Online Booking

The virtual queuing is another remarkable feature of a modern digital queue management system. The virtual queuing allows businesses to integrate several remote channels in their queuing processes and help them further reduce the customer wait time. In fact the virtual queuing can literally reduce the wait time to none. The virtual queuing allow customers to sign-up virtually via remote channels and mediums such as Email, SMS, Queue Management System Smartphone Apps, QR Code, Website, Customer Portals, WhatsApp, etc. All these channels offer freedom and flexibility to the customer which can greatly enhance customer experience. The virtual queuing allow customers to sign-up without physically being present at the business and allow them to arrive only when their turn came, hence they can get immediately served and they don’t have to wait. The online booking feature allow customers and visitors to utilize an online channel such as website, customer portal or queue management system mobile apps to book a time slot for their visit. It also provide them previous queuing data, current status and expected future footfall which help them to book the most suitable slot with less expectancy of delays. These features can greatly reduce the customer service queues and help improving customer experience.

Conclusion

The customer service queues can be a great challenge for service-based industry. The businesses who are in service industry they have to deal with queues at all customer facing channels, especially when it comes to customer service centers this challenge become a serious liability. Poor queue management or longer customer wait time can not only make your customers unhappy but it can completely ruin your business’s reputation and image. According to several studies the unhappy and unsatisfied customers are most likely to never return to the same business, on top of that the unhappy customers tend to share their bad experiences with other people which could be even more damaging to the business. That is why a great queuing strategy is needed. A queue management system is a very powerful tool it help businesses effectively implement their queuing strategy and it also help them to make changes in the processes. The queue management system can completely automate the customer journey, queuing process, customer routing, and customer flow which can greatly increase the efficiency and efficacy of the process.

Furthermore the queue management systems are a great source of collecting valuable business intelligence data. It can also help businesses significantly improving employee performance and improve the resource management of the business. In fact a queue management system can reduce the number of employees by half to handle same customer footfall. Which in itself is a very significant for long term strategy and profitability. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn anything about the subject or if you want our help to setup a highly cost-efficient and customized queue management system to boost the performance and quality of your service center, 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: Choosing a Performance Management System A Buyer’s Guide

December 21, 2022

Effective Ways to Manage Customers Queue and Service Delays

In the modern day and age the customer behavior have changed a lot, now a days customers tend to consider experience more important than ever before. In fact there are several studies and researches conducted all across the world which suggest that a majority of the customer is willing to pay extra if they are assured they will get a better experience. This customer behavior compelled businesses to seriously think about the ways they are offering services to the customers. The service industry in Dubai and all around the UAE is a very competitive market. There are so many options available to the customers which also lead to high market standards and high customer expectations. This means that the business will have to beat the competition as well as they will have to meet and exceed the customers’ expectations. The biggest challenge any business faces is long customer queues and unwanted service delays. These are the things that can ruin the customer experience and make them very unhappy.

Unhappy customers tend to stop doing business with the brand and on top of that such customers also share their negative experience with their friends, colleagues and in social media which could be extremely bad for a business reputation and brand image. According to several studies if a customer is happy with a business they tend to share their positive feedback to up to 9 persons, if they are unhappy they tend to tell up to 15. Which means you can lost 15 possible prospects and the damage done to the brand image is topping on the cake.Businesses often don’t realize the importance of words of mouth, most of the businesses think that is a thing of past, however, that is not the case, in fact in the modern day and age the word of mouth have become even more impact full, thanks to the social media and online channels, the impact of a positive or negative review/comment about the business can have much stronger impact on the business’s reputation than anticipated. That is why business adopt various modern technologies to improve their customer experience and to increase customer happiness. The queue management system is one of those and it is very helpful in dealing with the modern problems.

What is the Most Effective way to Manage Customer Queue and Service Delays?

The customer queues, service delays and long waiting times are not new problems, in fact in the present day these problems become a more difficult challenge. So, businesses are using several methods and strategies to deal with these problems in the past. We have all witnessed the incredible development in technology and communication in the past two decade. The businesses and organizations have also adopted to modernized IT infrastructure and implemented several technologies over the time. The service based industry was proven to be more innovative and creative. The service sector have introduced several new customer relationship management technologies in the past two decades. These technologies have completely transform the market. When it comes to queue management and customer experience at service centers, we have noticed that most of the business are still relying on relatively older technologies, or one can say the innovation and creativity was relatively slower in this particular area. However, things are changing rapidly and now more and more businesses in Dubai and all around the UAE are embracing modern technologies based solution for their queuing needs.

The digital queue management systems have completely taken over the market like a storm. We have witnessed very rapid adaptation all across the market in last decade and now businesses are more emphasizing on their queuing strategies. Because the queuing experience is the most influencing factor on overall customer experience at the branch and it can significantly impact the service delivery process and customer satisfaction. A digital queue management system have proven to be the most effective way to manage customer queues and to prevent unwanted service delays. It because its ability to automate several customer journey processes and useful features for service agents which also help them speed up the service delivery process. Furthermore a modern queue management system comes with various other features that increase customer engagement, reduce their waiting stress, and improve their experience. The digital queue management system also comes with a powerful software which can be integrated with other enterprise tools, systems and central information center which enable businesses to include several innovative features to improve the system efficiency and efficacy.

When it comes to acquiring a queue management system there are tons of different options available in the market which could make it very confusing for the managers and decision makers to choose the right queuing solution. Here are some features of a modern queue management system which will help you effectively managing customer queues and the service delays.

Features of Queue Management System

In Dubai and all around the UAE there are several companies who are offering queue management systems with different labels and branding. There are vendors who are also offering customized queue management system to meet your exclusive needs. No matter which solution or vendor you choose, here is a list of some most important features and advantages of a queue management system that you should consider while selecting a right queue management system for your business.

Features to Automate Customer Sign-Up Process

Traditionally the customer signup process is the first part of customer interaction at your service centers. It should be welcoming, simpler and shorter. A modern queue management system offers a variety of sign-up methods, the most commonly used methods is a use of interactive kiosk. This interactive kiosk dispense tickets and it can also capture basic information which help queue management system improve the customer flow. The queue management system sign-up customers and visitors for the virtual queues, which allow them to wait freely and comfortably in the wait areas, lobbies and anywhere they want, hence the customers and visitors don’t have to stand in physical lines. Since everyone get their ticket number there is no dispute or complaint by the customers. Everyone knows the customer flow is managed by the automated software system so no one complaint about staff favoritism, line jumpers, delays in their queues, etc. Furthermore the interactive ticket dispensing kiosk also allow businesses to integrate various software and hardware accessories to capture customer information such as Emirates ID card reader, passport scanner, Barcode/QR Code reader, RFID, etc. which makes it easier and more convenient for customers to provide their information.

Features to Increase Customer Engagement

Customer engagement is very important in order to improve their experience. The human brain works in a strange way, when we stressed, frustrated, unhappy, bored, or waiting the brain perceives the time is passing slower. This phenomenon is applicable to the customer waiting time at the service centers. When customers are waiting in the waiting area, there is not much activity and they are bound to sit there they tend to feel the wait time is longer, this is called the perceived wait time. The perceived wait time is always higher than the actual wait time in traditional waiting environments. However, a queue management system can help reducing it significantly. The queue management system collects historical data including both system usage and analytical data which enables it to estimate the wait time on the bases of historical and analytical data. The queue management system can print the estimated wait time on the ticket, which can be a great relief for the customers. As no knowledge of total wait time also add up to the customer’s stress.

Furthermore the queue management system also offer large displays or digital signage. These digital signage are used to display the queuing information. They show what is happening inside the branch and what are the active tickets and counters. It also make announcements of the upcoming ticket and their respective counter and it can also use to make announcements. The digital signage module is integrated within the queue management system as a simple add-on or in-built feature. It not only display the queuing information but it can also display multimedia content. The multimedia content can be adverts, information about the processes, company achievements or it can run media for entertainment. These digital signage are placed on strategic position to maximize the visibility for the customers and visitors in the waiting area, moreover more than one digital signage can be used if needed. There is multi-lingual audio announcement system which also keep distracting customers from the waiting and help reducing the stress of the waiting. These features increase customer engagement and make their waiting experience more comfortable and relaxing.

Features to Automatically Categorize Customers and Automatically Control Customer Flow

The customer categorization is an important part of any queuing environment. Businesses always have different policies for different user groups. For example, if take an example of a public office, there might be people coming with some disability, there might be expecting mothers, there might be senior citizens, there might be VIP customers or premium customers, etc. All these scenarios require different response and expect different experience from the organization. Furthermore a business offers a variety of services usually different counters offer different set of services for example, if we take an example of a bank account there is a counter which offer services to the individual customers, another is to offer services to corporate customers, maybe another counter for premium customers and so on. This requires the queue management system to be able to identify and categorize customers in different categories and groups. Which can be done easily by taking customer’s inputs during the sign-up process and the queue management system software can perfectly implement the queuing policy automatically.

Features to Support Popular Queuing Methods

Now a day’s all modern queue management systems support almost all queuing methods. There was a time when the vendors were designing different queue management system for different queuing methods, however, that is not the case. Now a day’s all modern queue management systems come with an administrative control panel which allow businesses to control every aspect of the queuing including the queuing methods. Here are some commonly used queuing methods:

FIFO: The FIFO stands for First in First out, this queuing method means that the customers who arrived first will be served first. The customers who arrived later will have to wait longer as per their turn based on their arrival.
Priority Queues: The priority queues are not for all industries usually these queuing models are used by special industries where the longer wait time could have negative impact such as healthcare, where the customers/patients are prioritized on the bases of the severity of their health condition.
SPT: The SPT stands for Shortest Processing Time, this method is usually used by the businesses who have different processing times for different customer needs. The queue management system automatically controls the customer flow to prevent crowd formation.
SIRO: The SIRO stands for Service in Random Order, in this method the customers are selected randomly from the queue. This method is not liked by most of the customers and it could cause additional problems for the service staff as well.

Different queuing methods are followed by different industry sectors. However, now a day’s businesses are using mixed or hybrid queuing methods as well. The queue management system allow businesses to configure the customer flow policies easily which allow them to implement a particular queuing method at any time as per the needs.

Features to Support Virtual Queuing

Virtual queuing is not a new form of queuing but it recently gain huge popularity all across the UAE. The biggest advantage of virtual queuing is that it can significantly reduce the wait time, in fact it can reduce it to literally none. This is because the customers are allowed to sign-up remotely. The customers are not required to be physically present at the business to sign-up for the queue. The virtual queuing offers a variety of very convenient channels to let customers and visitors sign-up for the queues and it issues them virtual tickets or e-tickets. The customers can sign-up remotely by using any supportive channel such as SMS, Call, Email, Online Booking, Website, Queue Management System Mobile Apps, WhatsApp, Customer Portals, QR Codes, etc. All these channels are easy to access and allow customers to plan their visit in a way that they arrived only when their turn comes. This way they don’t even have to spend any time in the waiting areas, they will instantly get served when they will arrive. Furthermore the virtual queuing also enable businesses to enable a direct communication channels between the service agent and the customer and it can provide live queuing information through the supportive channels along with reminders and alerts which can significantly enhance customer experience.

Features to Boost Employee Performance and Productivity

A queue management system itself is a great support for the employees and service agents. Manual queue management requires a lot of resources, it have several problems and it can keep both customers and employees stressed all the time. When queues are management manually the employees will have to spend a lot time and effort on unnecessary tasks such as regulating the queues, listening to customer’s complaints, resolving disputes, etc. Which keep them distracted from their primary tasks and reduce their performance and productivity. A queue management system manages all these things automatically thence the employees can focus on their primary tasks. Furthermore the queue management system also controls the customer flow automatically which ensures every employee works under a balanced workload which also improve employee performance and productivity. The queue management system can also support service agents in pre-service and post-service tasks which also help improving their performance. The queue management system can monitor and track various employee KPIs which help the management in resource management and training programs which eventually boost employee performance.

Features to Integrate with Third-Party Tools and Other Databases

This is one of the most important feature of a queue management system in the modern highly integrated business environments. The system integration ability allow queue management system to push or pull data from the connected system or database. Usually the queue management system is integrated with the customer database which help the businesses to identify the customers during the sign-up process and it also help businesses to capture the customer feedback after service delivery. The service agents will have to perform several pre-service and post-service tasks, which usually require them to pull information from certain data repositories and increase their readiness for the service delivery. A queue management system can also help if it is integrated with the relevant systems, similarly for the post-service activities the queue management system can save a lot of time and efforts which not only improve employee efficiency but it also help reducing the service delivery time and reduce service delays. The queue management system can also capture a wealth of analytical and performance data which can be synchronized with other enterprise tools and systems and help management in various decision making tasks.

Ability to Capture Valuable Business Intelligence Data

The modern business strategies are heavily relying on data inputs and feeds. A queue management system software is a very powerful tool, it can capture the analytical and system usage data from each and every step of the customer journey. Which help the management acquire a deeper understanding of the customer journey, it helps them identifying the bottlenecks and hurdles in the customer journey and provide them business intelligence data to take more informed decision to sort out those problems. A queue management system is not just a queuing management tool in fact it is a complete digital transformation package for a service center. The queue management system can also capture customer feedback with its in-built feedback tool or it can also be integrated with the third-party customer feedback systems. This allow businesses to capture more user information along with their feedback which can significantly improve the quality of the feedback data.

The queue management system also capture several employee KPIs and other performance data which help management in resource planning, designing employee development and training programs and can be used for other HR activities. The business intelligence data captured by a queue management system can be very helpful in decision making and strategy building processes. Furthermore the businesses can also evaluate the impact of the changes they made which is a great help. Businesses can also utilize this business intelligence data to improve various internal processes. A queue management system software is a server application which is deployed on a server either online or at cloud on at local network. This allow businesses to connect all branches and enable the main branch or head office to monitor and track the queuing processes from all connected branches in real-time. In a multi-branch scenario the businesses can also restrict the access of a branch data to its manager while the head office can receive all updates from all connected branches.

Low-cost Scalability and Maintenance

The queue management systems are digital solution consists of various software and hardware components. The hardware that is usually used within a queue management system is easily available in the market, which is why it is inexpensive and easy to maintain. In fact once a queue management system is deployed the hardware barely needs any maintenance or replacement for years. Which is why the maintenance is relatively low-cost. Low-cost maintenance also reduce the operational cost and results in a better ROI over the longer period of time. The queue management system software is a server side application with multiple dashboard such as User Interface, Agent Dashboard, Management Dashboard and Administrative control panel. Furthermore the software is deployed on a server hence doesn’t require much maintenance. If it is hosted online or at a cloud the server maintenance is the responsibility of the service provider which also reduce the maintenance cost. Furthermore the system can be easily expanded to multiple branches with relatively low licensing fees and cost of the additional hardware. All these features significantly prolong the lifecycle of a digital queue management system adding value to ROI.

Conclusion

For any service based business the long queues, crowd formation and service delays are inevitable. One time or another the business will have to face such problems. However the growing businesses and businesses with high influx these problems are more common. Any business would want to avoid such problems as they not only harm the customer experience but also the brand perception which is very bad for the long term growth and sustainability. That is why businesses always seek ways to introduce efficiency and productivity to their internal processes to maximize the performance. In order to solve the problems of having long queues and service delays a digital queue management system is the best solution. It help automating several customer journey steps, it manages the queues and customer flow automatically, it have in-built crowd prevention features, it help balancing the workload of the employees and significantly improve their efficiency and it simultaneously reduce the operational cost of a branch while improving the branch efficiency, productivity and customer experience. Which is why a digital queue management system is the best solution to solve queuing problems and to prevent service delays.

RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject or if you want us to help you implementing a highly cost-efficient and effective queue management system at 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.

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December 9, 2022

Key Tips to Improve Service Quality through Queue Management System

For any business the primary goals is to satisfy its customers, generate more revenue and grow. The service sector in Dubai and all around the UAE is very concerned about the rapid changes in the market trends, market behavior and technology advancements. The customer experience and service quality are the most important factors for any business’s success. However, each business will have to find a balance between the resources they have and the quality of service they provide. Investing a lot of resources in service delivery processes can surely improve the service quality but this approach could jeopardize the growth. That is why each business has to maximize the efficiency, productivity and performance in order to achieve the high quality of work with whatever the resources they have in hand. For that businesses adopt different methods and bring innovative solutions to maximize the operational efficiency and the quality of the work. This enable businesses to utilize their resources at maximum potential and achieve higher performance efficiency.

When it comes to efficiency and quality of work, for the service based businesses the service centers are the main customer facing channels. Customers tend to visit the service centers to avail various different services, for that the business have multiple counters in a service center to ensure maximum customers get served with minimum wait time. Sometimes there are some exclusive counters for some exclusive services, sometimes there are stepped services which require customers to go to multiple counters to get the full service and so on. There could be different service methods and work flows as per the business model and their practices. However, one thing in customer service centers is universal and very common, which is long waiting lines. The queue management is one of the most critical business function. Different service based industries have different footfall patterns, but all have some peak hours or busy days than the others. The customer footfall will be higher in certain hours of the day which could cause slow moving queues, long waiting time, and even crowed formation is common. That is why a digital queue management system is used to deal with these sort of problems. In this blog we will discuss how a queue management system improves the efficiency of the branch and how it improves service quality.

What is a Digital Queue Management System?

A digital queue management system is a modern solution to manage queues at the large customer service centers. The queue management system is a digital tool, it consists of two parts, one is software and the other is hardware. The major hardware components are interactive kiosk or ticket dispensing machine, digital signage and audio announcements system. The software is designed with highly advance AI (artificial intelligence) based smart algorithms which makes queue management system capable to continuously reading analytical data and take decision in real-time to maximize the efficiency of the queuing process. The queue management system software is usually hosted at a server, or online or at cloud. The agents gets their agent dashboard which provide them features to perform their queuing related tasks and it can also help them improve the service delivery process. The customer UI (user interface) is designed for the interactive kiosk.

However, some modern queue management system allow customers to interact with the system through multiple channels such as smartphone apps, online portals, and other channels. The administrative dashboard is for the management and staff and it is the main command and control system of the queue management system. Furthermore there are different types of software and hardware accessories that can be added to the system on the bases of needs of the business. The virtual queuing is the most modern form of the queue management system it is capable of reducing the customer wait time to literally none. There are several hardware accessories that can be added to the queue management system such as Emirates ID card reader, passport scanners, RFID Job ID Card Reader, Barcode & QR Code reader and several others. The software is capable of integrating with several systems and databases which allow the queue management system to offer more innovative features to enhance customer experience and to maximize the service quality.

Key Advantages of a Queue Management System that Help Improving Service Quality

The queue management system is used to deal with day-to-day queuing problems. However, the queue management system doesn’t only regulate the customer flow but it is a very capable tool which can help improving each and every touch point of the customer journey. The service quality doesn’t only depends on the capabilities of the service agent, in fact there are a lot of other variables which help businesses gradually improve the service quality. If a business is failed to manage the customer flow and the queues effectively the customers will have to wait longer, their waiting experience would be average or mostly below average, they will get waiting stress and they could reach counter in a highly uncomfortable mental state. After a long waiting time most of the customers just want to get everything done as quickly as possible, hence they make the job of service agent more difficult. Moreover when the queues are poorly managed the service agents also have a lot more work to do, they will get distracted from additional tasks to manage the queues, communicating with the customers in the waiting lines, and much more. Which effect their performance. All this led to a poor service quality. Here are the key advantages of a queue management system that help businesses improving the service quality.

Reduced Wait Time

One of the most crucial part of customer journey is the wait time and it could have profound effect on service delivery as well. As per industry standards and several international studies the average acceptable wait time for a customer is 5 to 13 minutes, depend on the industry. In traditional and manual queuing environment an average wait time could reach somewhere from 20 to 100 minutes on an average, depends on the footfall and industry type. However a digital queue management system can reduce the customer wait time by 30% to 70% depends on the industry. Furthermore the virtual queuing is a highly efficient queue management system which can literally reduce the wait time to zero. That much of reduction in the customer waiting time can have significant impact on customer happiness and customer satisfaction. Traditionally the queue management is not an easy task, it requires a lot of manpower and even then it cause a lot of problems which result in customer unhappiness and dissatisfaction, such as line jumpers, long waiting lines, dispute among customers, customer complaints about favoritism or poor management and much more. All these issues not only make your customers unhappy and frustrated but also have a toll on the employee performance.

A digital queue management system let customers sign-up for the virtual queues, hence they don’t have to physically wait in the lines. It offer customers freedom to wait comfortably in the designated waiting areas and help improving their experience. Furthermore the queue management system is a digital tool, hence the customers and visitors knows that the queues are managed by a computer operated program. This assure them there would be no line jumping, no favoritism and no mismanagement. Hence the customer complaints reduced to literally none. The queue management system automates the customer sign-up processes with the help of self-service solutions. Furthermore the self-service interactive ticket dispensing kiosk can be used to acquire some basic information about the customer’s needs. Which help queue management system to put them in the right queue. Furthermore the queue management system can divert customers from one counter to another in real time to ensure maximum efficiency. This entire process is automated, hence the wait time is significantly reduced. Since there is no human involvement the entire process is automated, the efficiency is high which improve customer flow and reduce wait time.

Improve Customer’s Waiting Experience

Reducing the customer wait time is a great advantage however, the improving the customer waiting experience could double their satisfaction. There are certain features that a queue management system offers which help businesses improve the customer waiting experience. The wait become more difficult if we don’t know how long we would have to wait. A queue management system captures analytical and system usage data, it also monitor several employee performance KPIs. The AI based smart algorithms can easily determine the expected wait time. Publishing the expected wait time help reducing the stress of the customers. Furthermore the digital signage keep displaying the live queuing information which also keep customers engaged and distracted from the waiting. The queue management system also allow businesses to publish multimedia content for information and entertainment to keep user busy. The multi-lingual audio announcement system keep announcing the next ticket number. These all things keep user distracted from the boredom of the waiting and keep them engaged which reduced the stress of the waiting and improve customer’s waiting experience.

Improve Customer Flow

The customer flow is of the major aspect of queue management. Usually in each service center there are several counters, there are several services and each service is different from the other. There are so many factors that can affect the customer flow. For example, some services take more time than the others, there are certain services which can be only offered by the exclusive counters, different service agents work on different pace, etc. All these factors can impact the customer wait time. The queue management system take account of all these aspects and it is capable of taking fully autonomous decisions in real time, which enable it to utilize the full potential of the service agents and maximize the productivity. For example, if a particular service is offered at 3 out 10 counters, two of the service agents are working at a good pace, one is relatively slower and takes more time to serve a customer than the peers. In such case the queue management system can sense the customer flow pace, and it can move more customers from the fast moving queues than the slow moving queues to maintain the balance which also increase the overall performance of the team.

Furthermore there are several services which are exclusive and there are customer groups which require different treatment as per the business policy. In such scenarios the queue management system can completely understand the customer route and ensures a smooth customer flow. The queue management system can automatically direct the premium or VIP customers to exclusive counters, it can direct the customers to the designated counters based on their service requirements. If a counter stopped, it can automatically divert and distribute the load at the other counters. These features are fully autonomous, the businesses can configure their policies as an instruction set for the system and the queue management system takes all the decisions in real-time based on the data it is capturing from different sources and touch points. The queue management system can also effectively improve the customer flow for the stepped services. A stepped service is a service that is distributed among more than one counters, the queue management system can not only ensures smooth customer flow but it also direct customers to the next steps. Basically the automation plays a vital role in maximizing the customer flow.

Offer Virtual Queuing

The virtual queuing is the most modern and advanced type of queue management system. The virtual queuing allow customers to utilize remote channels and mediums to sing-up remotely for the queues. It means that the customers are not required to be physically present at the branch. The virtual queue management systems are integrated with multiple channels, such as queue management system mobile apps, online customer portals, company website, SMS, QR Code, WhatsApp, etc. All these channels improve customer experience by providing them freedom and control over their interaction and facilitate each customer journey step. Since the customers are signing up remotely, hence they can plan their visit to arrive only when their turn comes. They don’t have to sit in the waiting areas anymore. They can do whatever they want to do, this offer a great relief to the customers and doesn’t put any waiting pressure on them. Furthermore the remote channels also allow businesses to enable communication with the customers and send them alerts and notifications to keep them updated with the queuing status. Less wait time means no stress or frustration, the customers get served as they arrived. This has a great impact on customer interaction and make it easier for the service agent to deliver a satisfactory experience.

Reduce Employee Workload and Improve Efficiency

With the traditional queuing the employee works under high pressure and they have to deal with a lot of unwanted tasks such as managing the queues, answering to people’s queries, solving their disputes, and such activities. This can have a serious impact on employee efficiency and on top of that the business will require a lot of additional staff to ensure a smooth customer flow during the peak hours. However, with the queue management system the employee doesn’t have to deal with any of such task, the entire customer flow is managed by the queue management system. This reduce the work load of the employee, furthermore the queue management system automatically manages the customer flow which is also very helpful in evenly distributing the customer among all available counters. When employee work under balanced workload their performance automatically got improved and they tend to be more satisfied. Moreover the queue management system can also be integrated with internal systems and other business tools which enables it to help service agents with their pre-service and post-service tasks, and reduce the delay. Happy and satisfied employees tend to deliver better service and on top of that since the customers also arrive with a calm and stress-free mind, it is easier to satisfy them.

Collect Business Intelligence Data and Improve Decision Making Processes

As the queue management system is a digital tool it has capability to collect and record analytical and performance data. The queue management system can collect information about the footfall, the peak hours/days, different patterns, the data about the service usage, the employee performance data and even the customer feedback data which help management to take informed decisions and based their policies and strategies upon the analytical, historic and feedback data to maximize the customer satisfaction and service quality. For example the understanding of the peak hours, will let the management effectively utilize resources, the understanding of the wait time can help understanding the strength and weaknesses of the queuing strategies. The employee performance data will help the management and the HR to design effective training programs and improve employee performance and technical competencies. Furthermore the customer feedback data help the management to understand the customer’s needs, expectations and desires. It also help identifying the areas of improvement and enable the businesses to gradually improve the services and service quality.

Integration with Third Party Tools and Databases

The queue management system is designed on a highly adoptive and technologically advanced platforms. Which enables businesses to easily integrate in the internal IT infrastructure and the central information center. This enables the queue management system to send and receive data to and from all integrated systems, databases and the central information center. The integration also allow queue management system to offer more innovative features. For example the integration with the customer database allow queue management system to identify the customers at the self-service ticket dispensing kiosk via the customer ID, barcode/QR code, or even with the Emirates ID Card and so on. Integrating biometrics identification is also very common among the HR departments. The integration also allow the queue management system to facilitate the agent’s tasks. For example each agent have to prepare for the next service, this preparation require accessing certain information that are required for the service delivery, which can be automatically pushed to the agent dashboard if the queue management system is integrated with the relevant systems and databases and so on. All these features are possible because of the integration capabilities of the queue management system and directly or indirectly help improving the service quality and customer experience.

Conclusion

The service quality for any service based business is the crucial and extremely important. If a business failed to deliver the high-quality service they can’t retain customers for long. The customer retention depends on the service quality and customer experience. If the customers are happy and satisfied they tend to become more loyal with the brand. The loyal customers are a great asset for any business and are considered to be the key to success. Furthermore several studies and market researches shows that it is 5 to 25 times more expensive acquiring a new customer than selling to an existing customer. That is why the customer happiness, satisfaction and loyalty is crucial for the businesses. When it comes to customer service quality and satisfaction the queuing plays a crucial role. The traditional and manual queuing methods have completely failed the businesses that is why the businesses are actively seeking digital solutions to improve their queuing process. A digital queue management system is one of the most effective tool to manage the queuing process and it also have several other benefits too. The queue management system help businesses streamline the customer flow and automates several internal process which further help businesses reducing the customer wait time.

The wait time is one of the most crucial aspect of customer experience. The reduction in wait time have great effects on the customer experience, furthermore the queue management system also help improving customer’s waiting experience and the virtual queuing is capable of completely eliminate the wait time. Furthermore the queue management system help improving the employee performance and it can also support them with their primary tasks. The queue management system can significantly reduce the employee workload, which also help increasing the employee service quality. The queue management system also collect and provide highly valuable business intelligence data. The business intelligence data help businesses evaluate their ongoing strategies and policies and provide them valuable information which enable them to gradually improve the strategies and help them making informed and fruitful decisions. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject or if you want our help to deploy a highly effective, cost-efficient and customized queue management system, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

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November 10, 2022

Benefits of Using Modern Queue Management Software

Here in Dubai and all around the UAE the businesses are transitioning towards a more customer-centric business model. This is due to the paramount importance of the customer happiness and customer satisfaction. Now a days the customer simply have too many options, if you failed to delight them they will immediately shift to a competitor. That is what makes customer happiness even more crucial for a long term success. The customer waiting lines are not avoidable, no matter what businesses do they will have to deal with the queuing issues. The customer waiting lines frustrates your customers as well as your employees. The employees too will have to do more work, they get distracted from their primary tasks. Most of the times businesses will have to hire more staff to deal with large flux of customers and visitors. Which also raise the operational expenses. The manual queue management also have a lot of problems that can completely ruin the customer experience. That is why a digital queue management system is used, it not only help reducing the customer wait time, it also streamline customer flow, automates customer journey and enhance their experience.

What is a Modern Queue Management Software?

A modern queue management system is a combination of software and hardware components. The queue management software is a server side application which is hosted on an online server, in-premises data center, or in a cloud. The hardware is majorly different devices which are connected with the software. The key hardware components include digital interactive self-service kiosk or ticket dispensing unit, the digital signage displays and the audio announcement system. The software included a server based application which have all the algorithms used to perform decision making tasks in real-time. The software also provides a service agent dashboard, which help service agents in interacting with the queue management system and it can also help them performing service delivery tasks. The queue management software also comes with an administrative dashboard, which is a control panel for the entire system. The head office and the branch managers or any other relevant staff have access to these dashboards. Some advanced queue management systems also offer virtual queuing and queue management system smartphone applications.

The customers and visitors can sign-up for the queues using the interactive self-service kiosks, where they are asked to choose the desired service, then a ticket is issued with their queue number. They got signed-up for the virtual queues, which means they don’t have to wait in physical waiting lines, and allow them freedom to wait in the waiting areas and lobbies or anywhere they want. The queue management software is capable of automatically routing the customers to the relevant counter. Even if the service structure is very complex, the queue management system can accurately divert the customers to the required counter. In some businesses some counters are exclusive for some services, some offer a certain set of services only and so on, and this make queuing more complex.However, with a queue management system the customer flow is fully autonomous. The queue management system also help improving customer waiting experience and simplify customer journey. The queue management software can be integrated with other enterprise systems, databases and central information center which help adding innovative features to further enhance customer experience and efficiency. Here are some key benefits of a modern queue management software.

Benefits of Queue Management Software: Automates Queuing Process

One of the biggest benefit of a modern queue management software is that it has capabilities to fully or partially automate the entire queuing process. The customer sign-up for the queues is automated via a self-service interactive kiosk. The customer flow management is automated with the help of the AI (artificial intelligence) based algorithms. The queue management system can implement the entire queuing policy with more efficiency and efficacy. The queue management software can understand which all services are offered by the businesses, it can also learn which counters are exclusive for which services, this information help the algorithms to automatically divert customers to their relevant counter. On top of that there is no need for physical queues, all customers and visitors are signed-up for a virtual queue, which allow them to wait freely inside the premises. Even the queue management software can notify the customers via SMS and allow them more freedom to wait outside the premises as well if they want. The queue management system can also shift the customers form one queue to another based on the data it fetched in real-time from the system to achieve maximum efficiency. All this process is fully automatic and managed by the AI based in-built algorithms of the queue management software.

Benefits of Queue Management Software: Significantly Reduce the Wait Time

There many problems with the traditional, manual queuing process. The waiting lines are long, there are line jumpers, people always complaint and the staff found it very difficult to manage crowds. All these factors keep staff distracted from their primary tasks which further reduce the efficiency of the branch. However, with a digital queuing system the customer waiting time can be reduced. A modern queue management software is a very powerful tool, it is capable of monitoring the queues and customer flow in real-time and its AI based smart algorithms enable it to take autonomous decisions in real-time. The queue management software can monitor, control and improve each and every step of the entire customer journey from welcoming customers to taking them to the right counter and even requesting them for their feedback afterwards. The automation eliminate all human management related problems, the customers and visitors don’t complaint as they know everything is managed by automatic system and there is no favoritism, line jumping or any other influence of the staff on the customer flow. This also let employees and the service staff to focus on their primary tasks, which further improve customer flow and reduce the overall customer wait time.

Benefits of Queue Management Software: Improve Customer Experience

The reduction in wait time have very pleasant impact on customer experience. No one wants waiting, however, there will still remain some wait time which will vary on the bases of footfall at a certain hour in a day. A queue management software allow you to enhance customers experience during their journey at your business or branch. When a customer enters he/she is greeted by a self-service interactive kiosk machine, where they can acquire some information, provide some details and chose the service they need. Then the system issues them a ticket bearing their turn number in their respective waiting line. The queue management software comes with in-built digital signage tools, which enable businesses to play multimedia content on the large displays that are used to display queuing information. This media can keep customers engaged and reduce the stress of waiting. The queue management system can also estimate the wait time as soon as someone signs-up, based on the previous data and current customer flow rate. Knowing how much more you have to wait also help calming the stress of waiting.

The queue management software can also help employees in service delivery steps, which maximize their efficiency and reduce the time a customer will have to spend on a service counter. This also help improving customer experience. Since the customers don’t have to wait much thanks to the seamless customer flow, they reach to the counter in a much better state of mind. Which is very helpful for service agent to improve their interaction with the customers. The queue management software can also be integrated with other systems, which can be very helpful for the service agents in delivering a quicker and satisfactory customer experience. The queue management software can also utilize digital communication channels to alert and update the customers, which could be very helpful for the customers. Moreover there is always a multi-lingual audio announcement system, which keep announcing the next ticket number and its designated counter number/name. This also keep customers distracted and keep them busy, which reduces the sensation of waiting. There are several other features that can be utilized to maximize the customer engagements and reduce the stress of waiting. All these features help improving customer experience and ensures a higher level of customer satisfaction.

Benefits of Queue Management Software: Increase Customer Loyalty

The customer loyalty is one of the key factor which can ensure a long term sustainable growth of a business. The loyal customers tend to be a good brand advocate, they spread good words about the business which might also encourage others to make a purchase. The social media and digital channels have a great influence on the brand reputation and brand image, loyal customers tend to post good about the brand on their favorite channels with help improving online presence. Studies have shown that it is 5 to 25 times more expensive to acquire a new customer than selling to an existing customers. That is how the customer loyalty can impact a business. A queue management software help businesses improve the entire customer journey and every interaction. It can also collect data from each touch point which also help businesses to understand the customer journey and customer experience, on the bases of this understanding and the analytical data collected by the queue management software, the businesses can build more effective strategies and plans to ensure maximum customer satisfaction. Only happy and satisfied customers tend to be loyal, unhappy customers might never return.

Benefits of Queue Management Software: Improve Employee Efficiency

Managing customers, solving their problems, organizing physical queues, and avoiding crowed is a very time consuming task and requires a lot of efforts from the staff. This also keep distracting employees from their primary tasks and badly impact their efficiency and productivity. A queue management software not only lift a lot of workload from the employees but it is also capable of helping them with their routine tasks. The customer sign-up, virtual queues, automatic customer flow management, and a lot many more processes are managed by the queue management software automatically. When employees worked under balanced workload they tend to perform well. Furthermore the queue management system also provide in-depth employee performance data and KPIs. For example, the queue management software measures how much on an average an employee spend on one customer, how they performed while delivering different services, how many customers they served in a single shift, how much time they spend in pre and post service tasks, etc. All these details help managers develop effective training programs and let them make informed decisions for better resource management which can significantly improve employee efficiency.

Benefits of Queue Management Software: Collects Business Intelligence Data

The modern day business are heavily relying on information technology and data driven solutions. The data provides the information that are required to make better strategic decision that put a business on the success path. A queue management software is also a digital solution and it can offer a great wealth of the business intelligence data. The business intelligence data help businesses understand its customers, their persona, preferences, needs, expectations, and their voice too. The queue management software can capture analytical data form each touch point which help businesses to understand and evaluate the customer experience and customer journey. The queue management system’s analytical data also help businesses evaluate their internal processes, polices and strategies and help them highlight the areas of improvements. Moreover businesses can also collect direct customer feedback with the help of the queue management software. A modern queue management software comes with in-built customer feedback collection module. Usually businesses keep touch screens, tablets and interactive kiosks to collect the customer feedback data. Which further help them understand the needs and expectations of the customers. Hence businesses can utilize this data in their decision making processes to make more informed and effective decisions.

Conclusion

The queue management is a very crucial aspect of customer satisfaction and customer happiness. The customer satisfaction drives customer loyalty and the loyal customers provide a foundation at which a business can plan and achieve a sustainable growth and long term success. The queue management software is a very powerful tool with AI based smart algorithms that enables it to collect analytical and system usage data in real-time and make instant decisions to improve the customer experience. The queue management software track and monitor employee performance and KPIs, which also help businesses in resource management and planning. The queue management systems collect valuable business intelligence data which help businesses take informed decisions. The queue management software offer a central management system which enables the head office to monitor all connected branches in real-time and effectively implement their policies. RSI Concepts is a leading queue management system provider in Dubai, UAE if you want to learn more about the subject or if you want our help to implement a very cost-effective tailor-made queue management system, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

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BLOG OF RSI CONCEPTS

Tag: Queue Management

Payment Kiosk and Queue Management

Payment Kiosk Help Reducing the Customer Wait Time

Payment Kiosk Elevate Customer Experience

Payment Kiosk Collect Valuable Business Intelligence Data

Payment Kiosk Offers Advanced Security

Payment Kiosk Offer Higher ROI

Payment Kiosks are Easy to Integrate and Scale

Conclusion

What is a Queue Management System?

How Queue Management System Help Turning Chaos into Control?

Advantages of Queue Management System: Organized Waiting Areas and Queues

Advantages of Queue Management System: Reduce Customer Wait Time

Advantages of Queue Management System: Improve Customer Experience

Advantages of Queue Management System: High Staff Productivity

Advantages of Queue Management System: Central Administration and Control

Advantages of Queue Management System: Collect Valuable Business Intelligence Data

Conclusion

Queue Management System Reduces the Customer Wait Time

Queue Management System Improves Employee Performance

Queue Management System Offers Virtual Queuing

Queue Management System Collects Valuable Queuing Data and Business Intelligence

Conclusion

Decreased Wait Time

Improved Waiting Experience

Offer Multiple Check-in Options

Quicker Service Delivery

Business Intelligence Data Collection

Conclusion

Implementation of Queue Management System

Benefits of Implementing a Queue Management System

Conclusion

Queue Management System for Events

Improve Customer Flow Through Event Registration Process

Integrate Virtual Queuing Features to Improve Customer Experience

Easily Manage Disruptions and Increase Customer Happiness

Queue Management System Provides Business Intelligence Data which Improve Planning and Management

Conclusion

1. Automate Customer Flow

2. Reduce Customer Wait Time

3. Prioritize Different Customer Groups

4. Improve Employee Efficiency

5. Virtual Queuing and Online Booking

Conclusion

What is the Most Effective way to Manage Customer Queue and Service Delays?

Features of Queue Management System

Features to Automate Customer Sign-Up Process

Features to Increase Customer Engagement

Features to Automatically Categorize Customers and Automatically Control Customer Flow

Features to Support Popular Queuing Methods

Features to Support Virtual Queuing

Features to Boost Employee Performance and Productivity

Features to Integrate with Third-Party Tools and Other Databases

Ability to Capture Valuable Business Intelligence Data

Low-cost Scalability and Maintenance

Conclusion

What is a Digital Queue Management System?

Key Advantages of a Queue Management System that Help Improving Service Quality

Reduced Wait Time

Improve Customer’s Waiting Experience

Improve Customer Flow

Offer Virtual Queuing

Reduce Employee Workload and Improve Efficiency

Collect Business Intelligence Data and Improve Decision Making Processes

Integration with Third Party Tools and Databases

Conclusion

What is a Modern Queue Management Software?

Benefits of Queue Management Software: Automates Queuing Process

Benefits of Queue Management Software: Significantly Reduce the Wait Time

Benefits of Queue Management Software: Improve Customer Experience

Benefits of Queue Management Software: Increase Customer Loyalty

Benefits of Queue Management Software: Improve Employee Efficiency

Benefits of Queue Management Software: Collects Business Intelligence Data

Conclusion