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November 6, 2021

Improve Customer Journey with Queue Management System Business Intelligence

Businesses in Dubai and all around the UAE are mostly utilizing some kind of digital queue management system to manage customer flow and to boost their performance. The primary goal of doing so is to maximize the customer satisfaction by improving their waiting experience and customer journey. The customers’ demands, market trends and standards always getting changed. Here in Dubai or in fact all around the UAE the markets are very competitive and the customers are very demanding. A customer have too many options available that they immediately switch after a bad interaction and don’t even give it a second thought. The overall market trend is to have a quicker and simpler on-boarding process which also help customers while switching from one business to another. In such an environment for businesses the customer retention and customer loyalty is the only key to long term success. Which is only possible when the customers are happy and satisfied with the brand.

Businesses use queue management systems to improve customer journey and to boost their staff performance. Both are very important and interconnected. Only an efficient staff can ensure high quality service and satisfactory customer experience. An intelligent customer flow management and well-organized customer routing can ensure excellent waiting experience. That is why a digital queue management system is an essential these days. That is why almost all businesses whether small or large are utilizing some kind of queuing solution. However, one thing that businesses in Dubai and all around the UAE often overlooked is the statistical data and business intelligence. Businesses usually don’t pay much attention to the importance of the business intelligence data. The queue management system business intelligence can provide a deeper understanding of the customer behavior, their needs and expectations from the business along with the staff performance and the effectiveness of business policies, strategies, and in fact the entire methodology to deal with its customers. This makes queue management system business intelligence much more important and crucial for a business’s success.

The basic purpose of collecting business intelligence is to identify the strength and weaknesses of relevant departments, employees, processes, IT infrastructure and any other facility or system that is involved in the customer journey. Here is how business can improve customer journey with the queue management system business intelligence data:

Queue Management System Business Intelligence: Wait Time

The wait time is one of the most critical factor in the customer journey. Let us face the fact, no one wants to wait in long queues or siting in a crowded waiting lobbies. Everyone wants to get the service immediately. The miss-managed customer journey and long wait time alone is enough to completely destroy the customer experience. If the customers had to wait too much, they will get anxious, stressed and annoyed. Once they will reach at the counter they would have already been annoyed, which will decrease their ability to cooperate which can completely kill the customer business relationship. It also put extra strain on the staff and also decrease their efficiency and moral. Which further results in poor experience and unhappy customers. Although the staff is trained for such scenarios but studies have shown that long wait time have far deeper impact on the customer journey and customer happiness then we usually anticipate.

When a business is using a digital queue management system they can collect the stats and data for various different aspects of the wait time and incorporate them in the business intelligence data and reports. Some of these factors are very important to keep an eye on. For example, each business offers multiple services, some services are quicker and some are not. Some services might have higher profitability rate and some aren’t. These all factors has to be analyzed along with the collected business intelligence data to quantify and analyze the effects of individual factor and then the actions should be taken accordingly to address the issues starting from the higher priority to least priority. Similarly for each service business usually target a different set of audience. For that businesses also have different communication strategies for each audience or audience group. These all factors along with the queue management system business intelligence will help businesses to prioritize the issues and take steps or make policies to rectify them.

The queue management system business intelligence data regarding the wait time can include several perimeters such as average wait time for the customers of each service. Average wait time during the busy hours and during the least busy hours. Average wait time during the weekends or the last or first day of the week. The same can be measured for different times of the month and year also. The queue management system can also measure the average wait time for a particular service when delivered by different employees, in fact a good queue management system always have comprehensive employee KPIs and performance monitoring tools. The queue management system can also measure the average wait time for different sign-up methods. These days business are always trying to offer multiple channels to sign-up for the queues. Such data can be analyzed and then compiled in actionable reporting formats which can help businesses to identify the areas of weaknesses and also help them to prioritized different actions for the future strategy.

Studies have shown that on an average under normal circumstances a customer can wait for up to thirteen minutes maximum without getting stressed out or annoyed. Anytime longer than that will start deteriorating the customer experience. Another important factor is the perceived wait time against the actual wait time. The perceived wait time is the time a customer feels have passed instead of the actual time that have passed so far or till the service delivery. Usually when we don’t have a clear indicator or estimation of the wait time we feel more time have passed than the actual time passed. A good queue management system always print estimated time to turn on the ticket or provide this information in the digital signage or via any other channel. This also help reducing the stress of waiting and can help improving the customer wait time experience which improves customer journey.

Queue Management System Business Intelligence: Staff Performance

The staff performance or employee KPIs (key performance indicators) are a great source of business intelligence data. A queue management system can measure several staff performance perimeters and provide data to the management to assess and evaluate the performance of the staff from various angles. The employee KPIs help businesses asses and evaluate the employee performance and it also provide valuable inputs for the HR department. The businesses can use the employee KPIs to arrange training programs, transfer employee or relocate them or reassign them different tasks and it also help businesses improve their training programs and hiring process. The employee KPIs are also very helpful to encourage the staff to perform well and compete for higher performances. Businesses can also use the employee KPIs for promotion/demotion or for salary and other perks. One thing is for sure, if your employees will perform well and work under balanced work load they be able to deliver satisfactory services which will improve customer journey and customer experience.

A queue management system can accurately measure various employee KPIs, such as average service delivery time. Average service delivery time is measured along with several variables such as under the regular work load, during the busy hours, during the least busy hours and so on. Similarly there is always some break between one service delivery and next customer call, which is usually two to five minutes, during that time the employees perform post-service tasks and prepare for the next service delivery. The same is also measured against several variables to provide a deeper insight. The staff also take breaks during their shift which is also measured. How many customers an employee can serve in a single shift also provide an overview of the employee performance that can be compared with other employees to take further steps to improve the employee performance.

A queue management system is also very effective in measuring and assessing employee performance against different tasks. For example, each business offers multiple services, some of the staff is experienced, some are new recruits and we all are human everyone have their own different level of capabilities and competence. In a real life scenario even some experienced employees might not be good with certain tasks or certain services and vice versa. This could impact the employee performance and the performance of the entire team as well. Which is bad for the customer journey and customer experience. So, in order to make sure everyone is working at their highest levels of efficiency and productivity a business must understand all these details. Which can be done only by analyzing the queue management system business intelligence data. Businesses can easily shuffle employees and their tasks to maximize the overall performance of the team and when an employee works on a task at which they can perform well they further improve their efficiency and quality of the work. Which is absolutely necessary to improve the customer journey and the customer experience.

Queue Management System Business Intelligence: Business Processes

Each and every business have different approach to handle certain problem. When it comes to the customer journey management the businesses have very innovative and unconventional ways to deal with it. However, it is extremely important that a business must be able to understand and measure the effects of their various processes on the customers and the customer journey. A queue management system business intelligence data is very helpful in assessing and evaluating various business processes and the business intelligence data is very accurate in identifying the bottle necks in the customer journey and any other major problem that can result in bad customer experience. One of the major factor is again the wait time, however there are certain other aspects too which can ruin the customer experience and result in unhappy and unsatisfied customers. The queue management system business intelligence data is very helpful in evaluating each and every step of the entire customer journey.

For example let us start with the sign-up process. A queue management system can collect the usage data and various stats that can be helpful in assessing the sign-up process. For example, if a certain number of customers are ending up on signing-in to the wrong queue on daily bases, than that is an alarm. It could be the user interface or any other misleading info or confusing indicator is there in the sign-up process which is confusing the customers and they are ending up on signing-in for the wrong queue. Similarly different businesses have different service delivery processes for different services. Some businesses even offer stepped services which require a customer to go to several counters to get a complete service delivery. For such scenarios the queue management system can offer a variety of data points which can be used to identify the lacking points and areas of improvements.

Sometime there is a documentation required, or sometimes the payment processes are there, there could be so many different scenarios but thankfully a queue management system is very capable tool which can collect business intelligence from each and every available data point as per the requirements. That is why the queue management system business intelligence data is very helpful in identifying the problems in business processes which further help businesses to make changes to improve the customer journey and customer experience.

Queue Management System Business Intelligence: Customer Feedback

The customer feedback system is although a completely different tool, however modern day queue management system also offer an in-built customer feedback collection tool. The customer feedback data is a very crucial information and is also an important part of the queue management system business intelligence. Here in Dubai and all around the UAE businesses often overlooked the importance of the customer feedback data, especially small and medium sized businesses don’t invest much in the customer feedback collection. However things are changing now and business owners and managers are focusing more on the customer feedback. That is why these days a customer feedback collection tools is either being integrated or developed in-built with a standard queue management system. The customer feedback tool allow businesses to collect valuable data and provide them with a chance to directly ask to their customers of how they feel about any aspect of the customer journey.

There are several advantages of using a customer feedback tool along with the queue management system. For example, when an in-built customer feedback collection tool is used inside the business premises or even via online or via any other digital medium it can improve the feedback collection process, customer response rate and the quality of the customer feedback data. Most of the times when businesses start collecting customer feedback the two biggest problem they face is low response rate and poor quality data. However, a queue management system can solve these two problems very well. For example, for certain very crucial information a business must require to collect necessary details such as which service has been availed, or which customer provided what feedback. Such information are collected by simply providing forms before or after the customer feedback surveys, which take time and the customer usually find it difficult to attempt long surveys. That is why the response rate declined.

However, with a queue management system such details can be automatically mapped to the feedback via the system integration and other mechanisms. A queue management system not only facilitates the customer feedback collection process for both the customers and the staff also but it also improves the quality of the customer feedback data and the customer response rate. Which has huge impact on the overall business intelligence. As in order to take actions or make policy changes a business need solid data and evidence to make sure their actions and strategies will not have any negative impact on the customer journey and customer experience. That is how a queue management system business intelligence can significantly improve the customer journey.

Conclusion

A queue management system is an ultimate tool to transform the customer journey and customer experience. A queue management system can easily manage customer flow, it can automatically control queues and customer routes and it can aid various business processes including the service delivery itself. A queue management system also help boosting the employee performance and allow the businesses to utilize their resources more wisely to ensure higher profitability. A queue management system is basically used to provide a satisfactory customer experience and an excellent customer journey. The customer satisfaction is a key to customer retention and it raises customer loyalty. The loyal customers are the most precious asset of a business. The loyal customer tend to be a good brand advocate and they are most likely to do repeated business with the brand as well. It is almost nine to twelve time less expensive to sell to an existing customer comparing to acquiring a new customer. That is why the customer satisfaction is the top priority for any business and the customer satisfaction relies on the customer journey.

The market trends and the customer demands and desires are continuously changing. A business must have to keep up with the new trends and ever changing customer demands. That is why a business needs queue management system business intelligence to continuously monitor and the customer journey and the factors that can directly or indirectly impact it. RSI Concepts is a leading brand in the queue management system market in Dubai, UAE. If you need a queue management system or if you want to learn more about how queue management system business intelligence can improve the customer journey? Feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: Touch Less Customer Experience, Use the RSI Queue Management System

September 15, 2021

Capital Health Screening Center Al Ruwais City Acquired RSI Queue Management System

Capital Health Screening Center has acquired our highly advanced RSI Queue Management System for their Al Ruwais City branch. The Capital Health Screening Center is a partner of Mubadala Health and is well-known for its services for individuals and companies in Abu Dhabi, Al Ain, Mussafah, and Al Ruwais City. The Capital Health Screening Center is offering health and screening services for Visa Processing, Health Certificates, and various Eligibilities Requirements such as Pension Eligibility, etc. The organization has not only managed to successfully serve hundreds and thousands of customers but it also innovates new methods and technological solutions to improve the customer experience and to expedite the processing services which has no match not only in UAE but in the entire GCC. Both standard and fast track services are faster than the services of any other parallel facility. Recently the Capital Health Screening Center required a state-of-the-art queue management system for their Al Ruwais City branch to boost their customer experience and to improve their operational capabilities.

The Capital Health Screening Center have shortlisted a few top leading Queuing Solution providers in UAE and finally, the project was awarded to RSI Concepts due to our market reputation as a leading and most trusted queue management systems and solution provider in UAE and due to our previous queue management project with the Capital Health Screening Center’s another branch. The highest levels of quality, standards and innovation were the eligibility criteria. RSI Concepts has done requirement gathering sessions and site visits to assess the requirements and then we proposed a solution which was approved immediately. After the approval, we have immediately started building the project and delivered everything as per the agreed scope of work within the given timelines.

The Queue Management System that is installed at Capital Health Screening Center Al Ruwais City branch was designed for a medium-sized facility with automatic customer journey management and a variety of hardware and software features to improve the customer experience and performance of the branch. The RSI Queue Management System Software enables the management to easily manage and configure the customer journey through the administrative dashboard. The Queue management system also has inbuilt bi-lingual audio-visual announcement mechanisms. The digital signage screens are used to display the live queuing data and the various sound systems had been installed to aid audio announcements. The customers can view the ongoing queuing status from anywhere inside the waiting area, which improves the customer’s waiting experience.

The counter display units are dynamic and can be controlled digitally from the queue management software server. The customers can easily signup for their required service from the interactive self-service kiosks which are strategically placed to accommodate all the customers and visitors entering the facility. The system is capable of collecting, processing, and providing very important business intelligence data through a dedicated reporting module, which will help Capital Health Screening Center to assess and evaluate their facility and various touchpoints of the customer journey. Such data is also crucial for making future strategies and policies. The RSI queue management system will add great value in terms of customer experience and operational improvements.

Here are the remarks of our Project Manager, Mr. Shehzad Asghar:

“It was such a great experience working with the Capital Health Screening Center team. The team was very supportive and cooperative. The timely completion of the project couldn’t be possible without the support of the Capital Health Screening Center’s Team. The RSI Queue Management System was customized to ensure maximum efficiency and usability. The UAT and prior testing phases works smooth. The final testing’s results have clearly surpassed the expectations. The Capital Health Screening Center management was very happy with the results.”

At RSI Concepts, the quality, efficiency, cost-optimization, and usability of our solutions are our top priority. RSI Queue Management System is a result of years of experience and market knowledge that we have acquired. Our systems and solutions are currently serving thousands of customers in the entire UAE. We are always willing to go an extra mile for our client’s satisfaction and happiness. We will look forward to Capital Health Screening Center for more such projects and collaborations in other sectors too.

Check out this: 5 Signs Your Business Requires a Queue Management System

July 11, 2021

Advancements of Queue Management System Expected in 2022

The queue management systems and queuing solutions are very effective and impactful on the customer journey and customer experience. Basically, technology is evolving rapidly. The very basic technology-based items that we used on daily basis such as computers, laptops, and smartphones, televisions, etc. are being replaced with newer more powerful, and better gadgets. Similarly, the other technologies are also evolving. The queue management systems are made with a very basic computing technology that is integrated with a variety of hardware to innovate advanced features and functionalities. The queue management system software tool is also a very powerful component of the solutions, mostly here in Dubai, UAE the queue management software is basically designed to be run on a server, then additional interfaces are provided for customers, agents/servers, and the administrations. The programming tools and technologies used to build such software programs are also evolving and upgrading. This provides a great advantage to the vendors and manufacturers to keep the cost acceptable and provide advanced features as well.

The year 2020 was the year of a complete transformation in the overall customer behavior, businesses and brands operating locally or internationally have never witnessed such a huge shift in such a short period of time. In the year 2021 the queue management system manufacturers and vendors are struggling really hard to meet the new requirements, the year 2022 will be the year of real progress and unprecedented advancements in the queue management system industry. The general public behavior and interaction have been changed completely. The customers demand and expect a lot from their brands and businesses. The market trends have been changed, as now we are more integrated with digital solutions than ever before. The adaptation and acceptance level for digital solutions and systems is at an all-time high. Businesses can experiment a lot with new and innovative digital solutions. The queue management systems are not different either. Here are the advancements of queue management system expected in 2022:

Virtual Queuing

Virtual queuing is not a brand new feature, however, the way it is being utilized is a completely new concept. The main difference between virtual queuing and traditional queuing is that virtual queuing allows the users to virtually sign up for the queue. It means that the customers and visitors can sign up for the queue being away from the business. The virtual queuing sign-up can be done with various means, such as website, online customer portal, appointment booking module, call, SMS, email, etc. The virtual queuing is very helpful for the staff too. As the customers and visitors can sign-up without being physically present at the branch, so there is no chance of getting a crowd or a large number of customers inside the waiting areas. Which also requires additional staff for the management.

Virtual queuing is a great boost to the customer experience and customer journey. As the most annoying thing in any customer journey is waiting. If there is very less wait time the customers can plan to reach the branch at the very exact time of their turn. The customer calling and announcements can also be made using virtual methods/digital mediums. Which makes it even easier for the customers to monitor the queues. Virtual queue management systems are gaining popularity. More often businesses in Dubai and other emirates of UAE are asking for a traditional queue management system with virtual queuing features enabled so that whenever they want to switch to the virtual queuing mode they can do it easily.

Mobile Queuing

If you are living in Dubai or any other part of UAE you must be aware of the usage of smartphone applications. Our society is heavily relying on mobile apps for various daily life gigs. Moreover, the government is also focusing on digitalization for the sake of convenience of the users and to make the services available instantly. There are tons of government services that residents are using via their smartphone applications. This makes society more welcoming for mobile-based solutions. The year 2022 will be the year of the smartphone revolution. I believe the UAE must be at the first place in the list of countries with the most internet access with almost its entire population have access to high-speed internet. This makes smartphone applications even more convenient and effective.

The mobile queuing or a smartphone application integrated with a queue management system is by default a virtual queuing. Mobile queuing is more useful than any other traditional queuing. The customers and visitors can sign-up for the queues from their smartphone applications. The real-time updates and queuing information can be viewed on smartphone applications. The customers can be informed by alerts and notifications. This saves a lot of time and provides a lot many other useful features. For example, the customers can easily search for the nearest branches, they can also lookup for the least busy branches near to them, they can navigate to those branches and much more.

Mobile queuing also provide businesses a direct and personalized communication channel. The business can ask the customers for their feedback after their visit via the queue management system smartphone applications. The customers can also plan and schedule their visits with an integrated appointment booking feature. The queue management system smartphone application also provides additional data which helps the customers to plan their visit such as the information of the busiest hours, days, or branches, etc. The branches which provide additional services or the list of the services, etc. And much more. There is literally no limit. Businesses can get more creative and innovative to improve customer journeys and customer experiences through smartphone applications.

Queue Management System Integration with Software and Hardware

That is obviously not a new trend but we are expecting the queue management system integration with software and hardware to get more intense. Currently, only a few basic software and hardware integrations are commonly used, such as the Emirates ID Card scanning or QR Codes. However, in the year 2022, we are expecting that businesses in Dubai, UAE will start relying on intense software and hardware integration with their queue management solutions. Businesses are always looking for methods and ways to maximize their customer’s experience while also focusing on minimizing the workload of their employees and resource consumptions. The integration is the solution for that.

The integration leads to automation, which not only improves efficiency and makes the process fast but it also increases profitability. Another most efficient way to achieve higher efficiencies is by using a centralized information system that is effectively integrated with all of the IT infrastructures to form up a communication grid. Whether it is a machine to machine communication or a human to human communication, the availability of information at the right time and at the right place is crucial. This is why we are expecting that in the year 2022 businesses will demand more interconnected solutions. This will allow them to not only improve customer experience and customer journey but will also enable them to boost their employee performance and to achieve more effective controls and administration.

The queue management system should be able to effectively manage customer journeys automatically, for that may be new hardware will be needed to enable the system to identify the customers, then the system can prioritize them, and route them to ensure quicker and quality service delivery. On the other hand, if the queue management system is connected to the customer database, it can automatically fetch the data and information required by an agent to serve the customer and to deliver the required service. This makes the process very fast and reduces the service delivery time as well. These are just examples, there is an endless list of software and hardware which can be integrated due to the technological advancements in the queue management system technology.

AI-based Queue Management System & IoT Integration

The AI stands for Artificial Intelligence and the IoT stands for Internet of Things. Both are very latest technologies and a few years ago was considered to be Hollywood stuff. Thanks to the chip advancements and R&D done in the past few years, the two have become a reality. And all technology solution providers are gazing their eyes on the two sectors. If Elon Musk’s future depiction of Artificial Intelligence turns out to be another false speculation, we will definitely witness all sectors of our life flooded with artificial intelligence-based solutions within a couple of years. Here I would also like to mention that artificial intelligence is not only the Terminator but in fact, it is just a highly advanced software with extremely sophisticated programming and currently, Google, Facebook, IG, and tons of platforms that we use daily are running on one or another kind of Artificial Intelligence. The smartphone before getting smart was just the phones, but with Android and iOS, the smartphone has become smart and is ever getting smarter. Similarly, the artificial intelligence integration will improve the queue management systems and each and every aspect.

The artificial intelligence-based software engines will help the businesses to manage and monitor their queues and relevant systems in a more organized and automated way, where most of the automatic decisions will be done through the artificial intelligence-based software engine, which will rely on machine learning and will keep improving itself over the time. This will not only help businesses in effectively managing the customer flow, but the real magic will be done at data capturing, monitoring, KPIs, and reporting sides. The artificial intelligence-based queue management system can provide extremely effective business intelligence and will be able to process various feeds more effectively. Which will make the decision-making even more effective and risk-free.

The IoT is a modern revolution of electronics. With the easy availability of high-speed networks, cloud, 4G/5G, broadband internet access the IoT is not only the future but developed countries like UAE have already started implementing IOT based solutions. The IoT allows various electronics devices to communicate with each other and with a management program that gives them instructions to act accordingly. You must be thinking how will this improve the queue management system? Well, the IoT devices will not only allow easy system installation process but remote monitoring and management of each node and connected device will be possible, such statistical data will be relayed to the AI-based software engine which will utilize it to make real-time decisions to improve the customer flow and much more.

Purpose Made Queue Management Systems

The purpose-made queue management systems are not a new trend, however, these days almost more than 80 percent of the queue management system installation in Dubai and other parts of UAE are generic or general-purpose queue management systems. However, businesses are gaining awareness and are demanding more subjective solutions rather than general-purpose queue management solutions. This is why the year 2022 will be the year of purpose-made queue management systems. Each and every industry will prefer to opt for a purpose-made queue management system rather than altering or customizing and general-purpose queue management system to be able to achieve their desired results. The purpose-made queue management system once in the market will get improved very quickly as more data and studies will be available for the manufacturers and vendors.

The purpose-made queue management system trend will take over the traditional queue management system by the year 2022. And there is another big reason to believe in that which due to the different work processes and different customer journeys at different businesses. This will give rise to the demand for purpose-made queue management systems.

Read this: Pros and Cons of Queue Management System

Conclusion

The queue management system is a very powerful tool for customer journey transformation. It is considered to be essential for the modern customer journey. There has been several improvements and advancements in the queue management systems in past few years, but the way the customer journey and customer interaction with the brand have been transformed in the past few years, the queue management systems are going to take the customer journey to the next level in coming years. The year 2022 will be the year of great innovations in queue management systems. As the customer’s demands and expectations are also evolving at a very rapid pace, this will give rise to the integration of the queue management systems with AI and IoT. The businesses will look to improve the system efficiency and gain more control and better administration in the coming years. This is only possible if the AI and IoT work with the system integration of other organizations’ tools and IT infrastructure. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you need an advanced queuing solution that can boost your work efficiency and improve customer loyalty do let us know. We are here to help, you can reach us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: How to Achieve the High ROI using Queue Management System

May 6, 2021

Sharjah Customs acquires QMS from RSI Concepts

Sharjah Customs is playing its role hugely in contributing to the economy of the emirate by generating revenue from import taxes and duties. The Hamriyah Free Zone is one of the fastest-growing free zones in the entire GCC due to its customer-friendly policies and super-efficient workflow. The department is generating a lot of revenue and is responsible for controlling the goods coming into the country and going out of the country by implementing government policies, regulations and inspections. The customs inspections are usually done for all sorts of items and containers ranging from huge industrial equipment, oil lubricant and gas products, regular cargo, parcels, and everything else. The Sharjah Customs is not only responsible for controlling the movement of goods but it also prevents smuggling, illegal goods transportation, and restricted cargos. Sharjah Customs is continuously adopting new technologies and techniques to improve efficiency and to enhance their customer experience as well.

Recently Sharjah Customs have decided to implement a queue management system at its Hamriyah Free Zone branch. The main objective was to effectively handle the customer flow and improve the customer experience. The RSI queue management system is consists of an interactive kiosk that helps the visitors sign-up for the queue. The queue management system also provides the facility to choose the required service from the kiosk, this helps to optimize the customer journey. Digital signage and large screens have been installed in the waiting area, to provide real-time queuing information. The audiovisual announcements immediately alert the customer about their turn. The real-time updates keep the customers in the waiting area engaged and busy and reduce the effect of waiting. The QMS software comes with two sections, one is the agent dashboard and the other is the admin dashboard and server-side software application.

The agent dashboard allows the server to effectively handle customers and the queue as well. It also allows additional controls for the agents to further manage the queue if required. The QMS server and administrative dashboard or admin control panel is the backend of the queue management software. The admin dashboard allows to view the system usage stats and reporting. The management can download reports and statistical data from the admin dashboard. This data can provide vital business intelligence which can be very helpful in decision making and strategy making to further improve the customer journey and customer experience and to improve employee efficiency.

See More : Mobile Application Development for SEWA by RSI Concepts

Here are the remarks of our Product Manager, Mr. Shehzad Asghar:

“Working with such a highly professional team and very supportive management was such a great experience. We have successfully delivered a system that completely fulfills the needs of the Sharjah Customs Hamriyah Free Zone. Our queue management system has significantly reduced the service delivery time and improved customer satisfaction. The UAT was a great success and the results have clearly surpassed the expectations. The management was very pleased and the staff was excited to have the new QMS system. Sharjah Customs is another jewel in our crown of success.”

See More : Sharjah Electricity and Water Authority (SEWA) obtained Digital Authorization System from RSI Concepts

At RSI Concepts we always strive for the best. Thanks to our skilled team and experienced staff, we have gradually improved our Queue Management System over the course of more than a decade. The current QMS system is highly efficient and cost-effective. Indeed Sharjah Customs is such a prestigious government department, getting an endorsement from them is a great achievement. We are proud to have them in our portfolio. We would look forward to having more such ventures in the future with Sharjah Customs.

Check out this: Web Design for Ajman Bank by RSI Concepts

April 28, 2021

Impacts of Queue Management System on Employee’s KPIs

Employees KPIs (key performance indicators) are used to assess and evaluate the performance of an employee. Some of the KPIs are set only for individual employees to assess their performance so that the organization can take accurate decisions about the employee such as salary and packages, transfer, training programs, bonuses, increments, promotions and termination. A queue management system is a great aid to the customer service and support agents. It helps to streamline the customer flow and reduce the workload of the staff. This results in overall improved efficiency and productivity of the entire branch. These days queue management systems are most widely used in Dubai, UAE. No matter how big or small your facility is if you are welcoming customers and visitors then you should have a digital queuing solution to manage the customer flow. The queue management system also reduces the wait time and improve service delivery time and quality which is great in improving customer experience and customer journey. A good customer journey improves customer satisfaction which helps business in customer retention and building up their brand image.

If we talk about the Performance Management System or even the Employee Performance Management and customer service KPIs a queue management system have a very positive impact on employee’s performance and KPIs. As the queue management system automates the various process and significantly reduce the workload of the server or agent, the efficiency and productivity automatically get increased for each individual employee. The main reason why business stress so much about employee performance is because it can directly impact the customer experience and customer journey and the brand reputation is a direct consequence of how a brand treats its customers. This is why having a great customer journey and experience can portray a positive image of the brand and vice versa. Here are some important KPIs that could directly get impacted by the queue management system:

Average Customer Served

This is the very basic KPI for any customer service or support agent. This indicator measures the quantity of the customers served by any agent on daily basis. This is very important for a business to assess the productivity of their employees and the entire brand or department. Without a queue management system, this factor remains low, as the agent and server are also focusing on managing the queues along with the other staff. Once a queue management system is in place, it automatically manages the customer flow and customer routes, the queuing system significantly reduces the wait time of the customers and visitors, which means that more customer is available for each employee/agent. The queue management system also reduces the workload of the employees which makes it easier for each employee to be able to serve more customers. The queue management system can significantly improve this KPI for any employee.

Customer Experience Indicators

Customer experience indicators are not a single KPI but it is a group of a lot many KPIs which monitor and measure a lot of inputs. Without a queue management system, the customers might not be much happy, as they would have to wait in long unorganized queues to reach the counter, once they reach there they are already emotionally stressed out, they could easily get annoyed with the employees which result in poor customer experience and it also reflects in employees KPIs. With a queue management system in place, the customer journey is mostly controlled and managed from it. This not only reduces the wait time but the queue management systems are also capable of improving customer’s waiting experience by providing real-time queuing updates, announcements, and in some cases multimedia content too. These all things keep the customers engaged and relaxed, when a customer arrives at the counter, they are in a calm state of mind which help the employees to serve them better hence the customers get a good experience and the employees KPIs also reflect that.

Average Service Delivery Time

This indicator is used to determine the average serving time of an employee. As the customer experience is very important and any delay in service delivery could impact that, which indirectly impact the overall performance of the employee as well. With the help of a queue management system, the employees’ tasks and workload can be reduced. Which let them finish the process more quickly. Above all the integration and automation provided by a queue management system also plays a vital role in quicker service delivery time. Which is a direct performance indicator for employees. The queue management system provides an agent portal or dashboard which provide comprehensive controls and links it with the other systems and tools. This further reduces the service delivery time. For example whenever a customer is arriving the employee needs to fill in some data from the customer, which can be fetched automatically from the customer database by enabling data synchronizations, and other methods, the same works for the internal ERP or Customer Support Software. The queue management system can authenticate the customer using any unique identifier at the time of sign-up for example Emirates ID and fetch the data from the customer database and push it to the ERP or Customer Support Dashboard so when a customer reach the counter the data is already filled. Such features and a lot many other features can significantly reduce the service delivery time. Which also reflects in the employee’s performance indicators.

See More: How Queue Management System Helps to Provide Better Customer Service

Average After-Service Work Time

Most of the time when the customer got served the agent has to do some work such as filling in forms, or submitting data or updating anything in the systems. Sometimes it could take up to 5 minutes which cause a delay of 5 minutes in the next customer call. This time is known as ‘average after-service work time’. Without a queue management system, these times are added up in the waiting time of the next customer which not only reduces the number of ‘average customers served’ by an employee in a day but also impacts the customer experience. If we calculate the total after-service work as an average of 3 minutes for a customer and the entire service delivery time as 10 minutes then at the end of the day the average after-service work time is one-third of the total active service delivery time. Which is huge. A queue management system with its capabilities of automation and data synchronization can reduce this time to a few seconds or it can completely eliminate this factor. This not only improves the customer experience but also increases the average number of served customers by a single employee. This also helps during the employee performance assessment and it can boost the employee performance.

See More: How Performance Management System helps in Customer Journey improvement?

Customer Happiness Response

That is another great indicator to assess the employee’s performance. The customer happiness response and customer surveys are always a good source of vital business intelligence data. Customer feedback help organizations to understand their needs, demands and expectations from the brand. Basically, a customer happiness meter or customer rating scale is a great indicator to assess employee’s behaviour towards the customers and visitors. Mostly queue management systems have a built-in customer happiness scale or customer feedback module. The interface is very simple, it is 3 or 5 smileys or a rating scale from zero up to ten. In order to encourage more customers to submit their feedback, the happiness meters are built for the simplest interaction.

All a customer has to do is touch on the small tablet, or kiosk screen to rate their experience. The queue management system can automatically fetch all the required customer data and information. As when a customer is at the counter only then they will be able to access this touch screen so the whoever customer was being served at the time of feedback submission can be easily identified. This is a great way to assess employee’s behaviour with the customers using a queue management system. If an employee is very good with the customers they will be compelled to leave a positive response and if an employee is not so good or failed to satisfy the customers most of such customer will leave negative feedback on the happiness meter.

See More: Employee Performance Management is a small part of Performance Management System

Employee’s Average Active Time

Employee’s average active time is a very important indicator for an organization. The organization can assess the output and productivity of an employee on the basis of this indicator. A queue management system can feed very accurate data for such KPIs. The queue management system can log the time interval between one customer served and the second customer call. Which will be the inactive time of the employee. Like I mentioned earlier this time could be consumed by the after-service work activities but those activities are already defined and the time required for such activities can easily be measured. Therefore any time more than that of which is consumed for after-service work will be considered and recorded as an inactive time of the employee. This time is very important as it will later contribute in the overall assessments of the employee to determine how productive they are, and how much they are costing to organizations and how much they are returning or generating for the organization. Not only that this data can also be fetched into other indicators. For example, if your organization have a capacity of deal 10 customers simultaneously or has 10 counters, in the waiting area there are 40 customers and for each service delivery the maximum time is 15 minutes, ideally all the customers should be served by one hour, but if one or two of the counters are inactive for 15 minutes each then all 40 customers will take more time than the expectations. This not only impacts the customer experience but it also impacts the overall performance of the organization or this particular branch. Hence the KPIs should be set to identify which employees are causing this and only they should be held responsible for that and not the entire branch.

See More : Importance of KPIs to Improve Employee Performance in Dubai

Conclusion

A queue management system is a very powerful corporate tool, it helps businesses and organizations to improve their customer’s experience and brand reputation. The employee’s KPIs are used to assess and review the performance of the employees as well as their contribution in achieving the overall organizational goals and objectives. A queue management system can provide crucial data and inputs for various KPIs which can help to assess the performance of the employee. Having an efficient queue management system can significantly improve employee efficiency and customer experience. The data and monitoring from the queue management system is very accurate and detailed. Those inputs can be utilized in almost all sort of employee KPIs. The queue management system enables the organizations to monitor and measure various indicators such as the number of served customers by an employee, average service delivery time of an agent, customer happiness and satisfaction indicators, average of active and inactive time of the employee and the customer feedback scale or happiness meter. Sometimes more descriptive surveys can be used too to collect feedback from the customers.

The queue management system also improves employee performance by reducing their workload, automation of various processes, efficient customer flow management and reduced wait time. This enables the employees to serve more customers in less time, which hugely impact the employee’s performance. If you are looking for a comprehensive solution to improve your customer journey as well as boosting and monitoring employee performance? Feel free to reach us through our Contact Us page. RSI Concepts is a leading queue management system and employee performance management solutions provider in Dubai, UAE.

Check out this: How a KPI Software can help provide better Customer Journey?

April 13, 2021

Heriot-Watt University Acquired RSI Queue Management System

Heriot-Watt University has acquired state-of-art RSI Queue Management System and Self-Service Solutions for their students and visitors. The Heriot-Watt Dubai Campus is among the very first foreign universities starting their campuses in Dubai Academic City, UAE. The university is well-known for its science, engineering and business studies and is considered among the best educational institutions around the world. The Heriot-Watt University is contributing to shaping modern societies in all the communities they are present in. The university was founded in 1821 and since then it is growing all over the world, helping thousands of students in their pursuit of knowledge. The Heriot-Watt University Dubai Campus is greatly contributing to the government and private sector by providing a steady stream of professionals, scientists and experts. These individuals are actively contributing to the nation’s economy, progress and growth. The Heriot-Watt University Dubai Campus also holds some of the very advance educational frameworks and facilities to improve the quality of education.

The university is also very well reputed in UAE because they are not only providing quality education but they have established a remarkable system to reduce the burden of the official affairs and other processes so that the students can entirely focus on their studies only. Recently the Heriot-Watt University Dubai Campus has decided to implement a new queue management system and self-service solution to reduce the queues and service delivery time which often consumes a lot of time and could distract students from their educational activities. The other objective was to facilitate the visitors and the students and their parents who are visiting for new enrollments and registrations. RSI Concepts was contacted and we have discussed the requirements and the objectives of the system. We have explored many ideas and formulated the base of the system. Then a full project scope and plan was presented to the university management which was approved and appreciated then the full-on production phase got started.

The main key components of the system are a queue management system for the students and the visitors, a QMS software server, Agents Portal and Dashboard, digital signage, audiovisual announcements and an interactive self-service kiosk. The most frequent student related processes such as student enrollment, course registration process, program amendments, letter issuance, transcripts requests, and KHDA attestation and many more processes can be offered via self-service interactive kiosk. The queue management system was designed specifically for Heriot-Watt University to minimize the student/visitor wait time and to make the service delivery quicker. Our queue management system provides an interactive agent dashboard interface which further reduces the workload of the agents and servers to improve their efficiency. The automation of the customer flow leads to quicker service delivery and a good student/visitor experience. The entire student journey was designed to minimize the efforts of the students and the staff and to reduce the service delivery time and wait time. There is a very powerful data analytics engine that enables the system to generate comprehensive reports and statistical data which could help the management to further take steps to improve the service quality, service delivery time and visitor/student journey.

Here are the remarks of our Product Manager, Mr Shehzad Asghar:

“It was truly a unique experience working with the highly professional team and the management of the Heriot-Watt University Dubai Campus. We are happy to meet their expectations and the system’s UAT proved that the system is not only working above the optimum efficiency but beyond that. The management was very satisfied as our queue management system will not only help them accelerating various processes but it is significantly reducing the service delivery time which will not only satisfy their students and visitors but it will also reduce the workload of the staff and the management.”

Heriot-Watt University Dubai Campus is another remarkable success story. At RSI Concepts we believe in quality service and hard work. Thanks to our experienced software engineers and technical teams the project execution was very smooth and the end product were more than capable of supporting our customer in achieving their goals and objective. It will surely help the campus to improve its customer and student journey.

Check this out: EDPU Technologies Acquired RSI Interactive Kiosks

April 11, 2021

Will the focus be shifted from Queue Management System in future?

Will the focus be shifted from the queue management systems in future? Or near future? That is a very haunting question customers are asking all the time to themselves and to us being a leading Queue Management System provider in Dubai, UAE. The customers often think why do we have to upgrade our existing queue management system? Why do we need a queue management system altogether? The answer is simple, you can’t grow or even sustain without ensuring a great customer experience and an excellent customer journey. But it is also not that simple. The customer experience and customer journey are always important for sustaining your existing customers, building brand reputation and increasing your sales. These days’ businesses and organizations are very concerned about the changing market trends and ever-growing demands of their customers. Not only that the overall standards and expectations of the client have gotten higher over the past few years. Competition is also very high, and the pandemic has also changed everything. Which even make the customer experience and customer journey more important.

See More: What are the Benefits of Improving Customer Journey?

Queue Management System Market Growth and Rapid Adaptation Trend

First, let us discuss some stats and the latest trends in the market! According to a report published in PR Newswire, the Queue Management System market is expected to grow by 6% from 2020 to 2025. Which in terms of growth is very huge growth. The PR Newswire is a well-reputed organization working since 1954 and started as an electronic press release distribution agency that utilized teleprinters to send press releases to news outlets. It is a well-reputed and respected name in the global market. The global queue management system market is expecting to grow a lot and this has invited a lot many manufacturers into the business. We have witnessed new technological advancements and more availability of the components used in the queue management system. In Dubai, UAE businesses are also leaning towards queue management systems and more organizations are implementing advanced solutions to facilitate their customers and visitors. The new trend is showing organizations ranging from educational institutions, hospitals, banks, public offices, government departments, HR offices and many more are rapidly adopting the queuing and customer flow solutions to improve their efficiency and customer experience.

See More: Benefits of Virtual Queue Management System

Impact of the Pandemic on Queue Management System Market

Surprisingly the impact of the pandemic on the queue management system market was good, unlike any other industry. As people are becoming conscious and more concerned about their personal hygiene and wellbeing, we are noticing that people are preferring to go to the places where they think they will be protected and all social distancing and other health and safety concerns will be less. The UAE government is also emphasizing social distancing and strictly monitoring everything. The vaccination campaign, strict laws and huge efforts from the government are done to ensure the health and safety of us all. Business is now exploring innovative ways and technologies to help them ensure social distancing and other safety policies to protect their customers/visitors and staff.

A queue management system can be very helpful in implementing social distancing policies. Businesses can automatically limit the number of active tickets, once the number is reached the queue management system will not issue any more tokens. This helps the staff to easily control and manage the number of visitors and customers in the branch. The human labour required is less to none as the number of visitors can be controlled automatically. This was just an example, there are a lot many features and functionalities that can help organizations to automate various customer journey steps and implement their policies with ease and precision.

See More: Queue System working in Government Departments

What is the alternate of a Queue Management System?

One thing which is impossible that somehow the customers don’t have to visit offices and customer support centres or banks or hospitals. So, until the customers don’t stop visiting there will be a need for customer flow management. A queue management system is the only available solution for that. Manual customer flow management requires too many resources and it makes the service delivery process slower. The staff and server always struggle with managing queues with manual customer flow management. Most of their energies are consumed only by guiding customers to the right counter and managing the queues, addressing people and preventing line jumpers and much more. If a queue management system is in place the staff can peacefully focus on their work the agents have less workload and work pressure and they are able to perform well. The wait time is reduced, the customer journey is improved, the customer satisfaction is increased with digital queuing solutions. So we try to think of any alternative to a queue management system the answer is none. There is no alternative to a queue management system. Of course, there are so many different sub-classifications or versions along with so many different software and hardware accessories of a queue management system but in totality, there is no such system that can replace a queue management system unless and until people stop visiting the businesses and organizations.

See More: How Queue Management System Helps to Provide Better Customer Service

Benefits of a Queue Management System

A queue management system can be beneficial in so many different ways. It entirely depends upon your scenario and requirements. A queue management system not only used to manage customer flow but is being used to transform customer journey and experience. The business can collect valuable business intelligence using inbuilt features of the queue management system. The KPIs (key performance indicators) further help the management to understand and measure the efficiency of different processes and their staff. Such data plays a vital role in policy and strategy making. The management can take complex decisions very easily using the business intelligence and statistical data collected by a queue management system. Here are some benefits of using a queue management system:

Reduce Wait Time
Improve Customer Experience
Transform Customer Journey
Automate various processes and steps of the customer journey
Measure the performance of the staff
Reduce Service Delivery Time
Improve Service Delivery Methods
Collect Customer Feedback
Communicate with Customer via Digital Signage
Integrate Customer Data and helpful information with other corporate tools and enterprise systems
Real-time Monitoring, Remote Management and Notification Triggers
Integrate various hardware with the system to improve service delivery and customer experience such as audio announcements, EID Readers, Passport Scanners, Biometrics, IRIS and Facial Recognition, etc

Of course, the benefits of a queue management system are not limited to above all but there are a lot of things that can be simplified and improved using just a queue management system.

See More: Benefits of Queue Management using Mobile Apps

Will the Focus be shifted from Queue Management Systems?

The simplest and shortest answer is “No”. We cannot move away from the queue management systems. Just think of the mobile phones, we were living peacefully without them, suddenly the smartphone revolution took us like a storm, and the rest is history. Can we move away from our mobile phones? No, we can’t. Similarly, the Queue Management Systems have completely transformed the customer journey and the market trend. This has changed the expectations and demands of the customers as well. The customers are expecting a more personalized and exclusive treatment from the businesses and brands. The businesses are continuously looking for ways to improve the customer experience and customer journey, at the same time businesses are also seeking ways to boost employee work efficiency and reduce the resources or simply cuts on the cost, whether it is operational cost or system commissioning cost.

At RSI Concepts, we are specialized in customized Queue Management Systems and solutions, we assure our customers are getting exactly the same system that can meet their requirements and support their business goals.

See More : 3 dimensions of Queue Management System for Hospitals

Queue Management System Have Ability to Drive the Business Growth

Another most compelling advantage of a queue management system is that it has the ability to drive business growth. The flexibility to link various organizational tools and information centres with Queue Management System makes it a very effective tool to drive business growth. The in-built statistical and analytical engines process the data from various touchpoints and inputs and return actionable reports which are very helpful in taking vital business decisions for improving the customer experience and customer journey. A queue management system not only helps businesses with their customers but also helps them boosting the employee’s work efficiency. As most of the customer journey processes and steps can be automated, the integration allows data extraction from other systems which provide instant information to the server and agent, hence the workload is reduced and the work efficiency is increased. When your employee are also satisfied your customer experience and service delivery improves automatically. Above all, it allows various KPIs which further improve the monitoring mechanisms and allow the management to understand the customer journey and operations in a better and well-organized way. Which itself is a great advantage.

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

Cost and ROI

One of the major advantages of a queue management system is that the system commissioning cost is low and the operational cost and maintenance is also very low compared to other corporate tools. Above all you can always repurpose a queue management system or expand it easily with very little cost and updates and upgrades are also very cost-effective. The technology used to build the queue management systems is widely available and very cheap with a longer lifecycle. A queue management system if maintained properly could last for a decade or even higher. When it comes to the benefits of a queue management system and the return, the first thing is its exceptional capabilities to transform the customer journey and customer experience. Along with vital business insight, KPIs and a boost in employee performance make it the most sustainable and productive enterprise system. If we calculate the ROI (return over investments) in terms of customer retentions, brand reputation, brand trust and boost in sales and conversions, it is truly remarkable. With a very little investment, the organizations and business can do wonder in achieving their objectives and financial goals.

See More: Improve Customer Service with Queue Management System

Conclusion

Will the focus be shifted from Queue Management System in future? No. The service-based industries are heavily relying on queue management systems. They are very cost-effective the ROI is excellent. The market researchers are predicting huge growth in the coming year. The customer journey and customer experience have become the most important factor in any business’s success. The customers are more demanding and the expectations of the customers from brands and service providers are very high in Dubai, UAE. The list of benefits of a queue management system is staggering. The flexibility to adopt different scenarios is exceptional the technology is widely available and long-lasting. The maintenance and operational cost are very low.

The business can easily achieve its business goals and objectives. Customer retention and brand reputation building is comparatively easier to achieve with a queue management system. The business and organizations can rely on a queue management system to ensure steady growth. Customers will never stop visiting the businesses hence a queue management system will always be required. There is not even a remote possibility that I could think of which could cause the decline in the queue management system market. Businesses must have to have a digital queuing solution to ensure customer satisfaction, optimum employee efficiency and customer retention, cost optimizations and building brand reputation which can ensure steady growth.

RSI Concepts is a well-reputed queue management system provider in Dubai, UAE having hundreds of active installations in all different sorts of industries. If you need a quote or even just want to consult to explore further, please reach us out through our Contact Us page or leave a comment below.

Check out this: How a KPI Software can help provide better Customer Journey?

April 6, 2021

How can the customer experience be improved with RSI Queue Management System?

How can the customer experience be improved with RSI Queue Management System? Before we jump into the subject, it is important to understand what exactly is customer experience? Well, the simplest definition is all the touchpoints where a customer interacts with the organization and their staff are the contributors to the overall customer experience. With the rise of modern technologies and innovation in the digital world, the expectations of a customer in Dubai, UAE have risen to an extent where every organization needs a specific customer experience enhancement policy or strategy. RSI Queue Management System is one of the great tools to help boost the customer experience which eventually helps organizations to establish a good brand identity and all those efforts lead them to effectively sustain their existing customers as well as attracting more customer and prospects. The customer experience can greatly impact your overall sales and customer retention.

If a customer left the branch happily, they will promote a positive brand image, if a customer will be left unhappy they will definitely discuss their bad experience with their colleagues, family and friends. If there is a problem in the customer flow management and queue management the chances are more customer will leave the branch unhappy and annoyed, which could have devastating effects on a brand’s repute and brand identity. Which will not only repel your existing customers but will also decrease sales and conversions. Which is the long terms could be very difficult to rectify.

See More: The Leading Queue Management System Provider in UAE

Improve Customer Experience with RSI Queue Management System

Customer experience is very critical for customer retention, more sales and a good brand reputation. Now the question is how a queue management system can improve the customer experience. Well in order to understand it completely we have to understand all direct and indirect impact of a queue management system on the operations, service delivery and customer’s satisfaction. Everyone wants a satisfied and happy customer. Everyone is willing to go the extra mile to make their customers happy and satisfied. It is not entirely about the resources and labour you are investing but it is majorly on the strategy and effectiveness of your strategy. The best to get started with is your customer flow management or commonly known as a queue management system (QMS). Here are a few benefits of a queuing solution that could effectively improve your customer’s experience as well as brings other benefits too:

See More: Queue Management System Problems and Solutions in Dubai

Organized Customer Flow Management

If you are not using a digital customer flow management solution then most of the energy and efforts of your staff and servers will be consumed in managing the customers and visitors manually because in that case, there would be a lot of confusions among the visitors and customers, people could even end up on being a wrong queue entirely and a lot many such problems. But with an effective digital queue management system you can easily avoid all that, you can reduce the workload of your staff as well which will improve their work efficiency and you can easily satisfy your customers and visitors.

See More: Future of Queue Management System in Dubai, UAE

Reduced Wait Time

As soon as you start organizing the customer flow with a queue management system you will notice a sharp decline in the wait time. As all the people are organized and the staff is managing them with more ease and comfort, their service delivery time will automatically reduce hence each customer and visitor will have to wait for less. No worry about line jumpers or any mismanagement during the queue. Everything is organized and well-controlled and monitored by the staff. The wait time is a huge cause of customer dissatisfaction. As no one wants to wait in a long queue, no one likes to wait for hours to get a service and as soon as you started getting happy or calm customers at the counters they will behave more cooperative with the staff and more understanding. Which itself is an indicator of improved customer experience.

See More: Queue Management System to aid Social Distancing

Automatic Customer Journey Management

Another very advanced feature of the RSI Queue Management System is that it allows organizations to automatically manage the customer journey. Customer journey management plays a great role in improving the customer experience. For example, if you have multiple counters, with multiple agents, and most often business has dedicated counters for dedicated services too. Or in some cases, some counters are exclusive to certain customers, for example, disabled customers and visitors, VIP customers, or priority customers. Another example is if service delivery is done through multiple counters, for example, at one counter you pay the fee and from the other counter you do the data entry, get the service done, or the service itself requires two or more counters to get a complete service delivery done.

All these scenarios can be automated using our RSI Queue Management System. Another most often requested feature from our Dubai, UAE based customers is that the Queuing System should automatically reroute the customers to the vacant counter. Our Queue Management System is fully equipped to handle all those scenarios with a very flexible and administrative control panel to further enable the business to utilize the features as per their policies and needs. This automatic customer journey management helps further reducing the wait time and improve service delivery efficiency. Which improves the customer experience and also reduce the workload of the staff.

See More: Paperless Queue Management System – Dubai

Improve the Waiting Area Experience

RSI Queue Management System comes with in-built additional controls for the digital signage application. This allows the organizations to actively play multi-media content on the large screens which are traditionally used only for displaying the ticketing information. RSI Queue Management System enables the organizations to display the updated ticketing information automatically in real-time along with some multi-media content as well. The effect of multi-media content is that it helps reduce the stress of waiting and the visitors and customers can spend their time while watching interesting videos or adverts along with the updated ticketing information. Which also let them see their token number approaching quickly. It also helps to reduce stress and calm them.

Another great feature of our Queue Management System is that it also prints the estimated time to turn on the token or ticket. Which itself has a great psychological effect on the customer’s mind as waiting for a known time is less stressful than waiting for an unknown time. The multi-lingual audio announcements also keep the customer engaged and reduce the effects of waiting. Collectively these all features make the waiting time experience more comfortable and relaxing than any other traditional queuing solutions.

See More: Complete guide to Queue Management Systems in Dubai

Provide Remote Sign-Ups or Virtual Queuing

RSI Queue Management System have another great modular component which enables the business to offer virtual queuing and remote sign-up facility. The remote sign-up means that a customer can enrol on a physical queue without being physically present in the queue. This is a huge leap in customer experience and customer journey improvement. The customer does not have to physically appear at the branch to enrol in a particular queue but it can be done remotely either from the comfort of their home or office or while travelling towards the branch sitting in their car. There are so many different approaches that are being used by our customers in Dubai, UAE such as SMS, Email, Call, Smartphone Applications, Website or Online Customer Portals, etc.

It provides freedom and the customers know when they should arrive, in some mediums the business can even provide full real-time updates of the ongoing queues and much more. Which really improves the customer experience. This could literally reduce the wait time to zero, as the customer can only arrive at the very exact time of their turn and still get served. This not only helps the customers but it also helps the businesses and organizations a lot, they don’t have to worry about crowd forming in their waiting areas and they don’t have to allocate more resources to manage a large number of people in the waiting area and so on and so forth.

See More: Features of an efficient Queue Management System

Smartphone Applications

RSI Queue Management System is fully equipped with smartphone applications as well for both Android and Apple iOS. This could be a great competitive edge for the business and organizations in Dubai, UAE. As we all know the general population in Dubai, UAE spends a lot of time on their smartphone devices. Which makes it a great platform to communicate and facilitate your customers. The smartphone applications can help the customers and visitors to utilize the virtual queuing, sign-up for a queue remotely, use the nearest branch locator, compare the estimated time at various branches and choose the one with the lowest wait-time and much more.

The customers can get real-time updates of the ongoing queues and reminders and notifications about their turn. It can also enable them to schedule their visit on a particular date or time if available and a lot more. The business can even utilize smartphone applications to ask their customers and visitors for their feedback which is a very valuable business intelligence asset. These features not only improve the customer experience but also improve the brand image and reputation. Such facilities and services help organizations to build trust among their customers and improve customer retention.

See More: What is Linear Queuing Queue Management System?

RSI Queue Management System and Social Distancing

Another great advancement in RSI Queue Management System is its ability to support the organizations in actively implementing the social distancing. As we all know it is mandatory at all public places and the governments of Dubai and UAE have zero-tolerance policies towards social distancing. Apart from government enforcements, it is our moral duty to strictly abide by the social distancing laws. RSI Queue Management System can help businesses to easily control the number of people on the premises by controlling and limiting the number of active queues automatically. All you need is to do an initial setup and the rest will be taken care of by the system. This not only reduces the workload of the staff but it also ensure the customer’s safety and health as well as of the staff.

See More: How queue management system used in social distancing?

Conclusion

RSI Queue Management System is a result of continuous research and development for the past decade. We have established a vast spectrum of the portfolio with a variety of products and specialized solutions for different industry sectors. RSI Queue Management System can drastically change the way you handle your customers. The core features and functionalities are designed to support the business in implementing its customer satisfaction policies. Our queuing solutions not only improve the customer experience and customer journey but also allow the business to collect valuable business intelligence with could help them further optimizing their services and service delivery mechanisms. Whether it is virtual queuing, online booking and appointments, smartphone applications or customer feedback the RSI Queue Management System support a unified solution for all those problems. Our systems are capable of significantly reducing the wait time and workload of the staff. The reduction in wait time makes your customers happy and the reduction in the workload of your staff enables them to work with their maximum potential and efficiency which ultimately also results in satisfied customers.

Feel free to leave us a comment in the comment box below or contact us through our Contact Us page if you need a quote or just want a consultation for your requirements. We would be happy to help.

Check this out: 10 Reasons to Choose RSI Queue Management System over Other Similar Products

January 27, 2021

Queue Management System for Government Departments in Dubai

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

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

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

How a Queue Management System can help?

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

Effectively Manage the Customer Flow at the Branch

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

Reduce the Wait Time

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

Collect Business Intelligence

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

Customer Journey Management and Automation

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

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

Think out of the Box

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

Smartphone Applications

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

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

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

Online Appointment & Booking

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

Digital Signage and Displays

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

Audio Announcements

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

Collect Customer Feedback

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

Conclusion

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

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

January 19, 2021

5 Tricks to Quickly Serve Customers Using Queuing System

In the modern world not only attracting more customers is difficult but sustaining the existing customers could also be a hectic job. A digital queue management solution and a queuing system could help you in both. We are living in a very advance society in Dubai, UAE. The technology is bringing innovation and convenience in all areas of life. The standards and lifestyle of common people are way too higher than any other part of the world. This lead to a trend of very higher expectations, which makes the customer satisfaction way too difficult. The customers are too sensitive and the competition is high, people don’t think twice to reach out to a new service provider. This makes it extremely important to serve your customers as per their expectations and make them happy.

The queue management solutions and queuing systems are helping out organizations and businesses to enhance customer experience and to increase customer satisfaction. An intelligent queuing solution when coupled with a sensible strategy could do wonder for the organizations and businesses. In this blog, we will discuss 5 tricks to quickly serve your customers using a queuing system.

1. Implement a Suitable Queuing System

Implementing a suitable queuing system could increase its efficiency by double. Businesses should only implement a specifically designed queue management system which could serve their specific needs. There are so many queue management systems available in the market. In order to choose a suitable queue management system for your business you first need to determine the following:

How many customers do you serve on daily bases?
How many customers do you serve in busy hours?
How many counters do you have?
How much space do you have in the waiting area?
Do you provide full service at a single counter? Or at multiple counters?
What are your objectives and goals for implementing a digital queue management solution?

These answers are very important in determining what type of queue management system will work better for you. It is always better to implement a customized solution. You can always consult a professional queue management system provider in Dubai, UAE such as RSI Concepts to assist you in implementing a suitable queuing system for your specific needs. An efficient digital queue management system can reduce the wait time and improve service delivery efficiency.

2. Offer Mobile Apps and Remote Sign-ups

Mobile apps and remote sign-ups are a great way of reducing the wait time. The mobile apps will allow the customers to remotely sign-up for the queue even before arriving at the branch or office. The smartphone applications are a very capable tool, businesses can use them to not only reduce the wait time but to also reduce the workload from the serving staff, which automatically results in quicker service delivery time. The smartphone apps and remote sign-ups allow the management to effectively handle the visitors and on-site customer flow. Which also results in the more managed queue and hence results in quicker service delivery.

3. Direct Customers and Visitors to the Right Person

The queue management systems also allow the management and staff to distribute the workload as per the expertise and ease of the serving staff. This leads to reduce wait time and due to the limited scope of the services, the staff also remained focused and serve better. This could significantly reduce the delivery time and make the service delivery process quicker. Routing the customers to their relevant counters the management can easily manage them in the premises. Routing also helps to maintain a great user experience and increasing customer happiness by reducing the wait time and service delivery time.

In case if complete service delivery is done through multiple counters, then having this feature helps a lot. The queue management system can automatically route each customer or visitor to the appropriate server, which reduces the wait time, allow efficient customer flow management and it also helps to reduce the workload of the servers, which also results in good customer experience and reduced service delivery wait time.

4. Automate the Customer Routing via Queue Management System

Automation always saves time and increase efficiency. By automating the customer flow and customer routing you can further improve the service delivery and reduce the time. But this is only applicable to certain scenarios. For example, your service delivery is done through multiple counters. In that case, the queue management system should be intelligently programmed to route the customers to the counters having less load. This will also reduce the wait time and it will improve service delivery efficiency. Another example of such scenarios is that, if a business is offering multiple services and there are different counters or a set of the counter is assigned to each service, in that case, the counter with less customers, should be utilized to distribute the customer flow from the busy counters to reduce the wait time and the service delivery time.

5. Gather Statistical and Usage Data and Measure KPIs

Another very useful feature of a digital queuing system is that it provides very detailed business insight. The businesses can collect system usage data, which can help the management in making decisions to further improve the service delivery mechanisms. The detailed statistical and analytical reports allow the management to gather valuable business intelligence. Some of the advance queue management solutions also allow integrating some customer/visitor feedback collecting tools. Which also provide great first-hand user feedback. The businesses can easily get information such as:

Daily footfall
Peak Hours
Peak Day
Busy Counters
Most Used Services
Average Time consumed by each service delivery
Agent’s performance
Remote Sign-up, In-premises Sign-ups, Kiosk Usage
Average Wait Time
Direct Customer/Visitor Feedback

These are only a few stats that are available by default in most of the digital queue management systems and solutions. There are so many other things which can be added to improve monitoring and business intelligence in any queuing system. Collectively these all inputs help management in taking decisions to improve the service delivery time, reduce the wait time, and improve customer satisfaction.

Conclusion

The queue management systems are becoming a necessity in all type of service-based industries. Whether it is a bank, a public office, retail sector, transportation, hospitals and clinics, hospitality sector, HR Departments, libraries, educational institutes, or any other industry which provides services through their counters, and the customer or visitor should have to visit a branch or office to avail the service. Each and every customer support sector requires efficient customer flow management, which is only possible if you have implemented some digital queue management solution.

Reducing wait time, improving service delivery, increasing customer happiness is the key to success these days. If you are operating in Dubai, UAE or any other GCC country, you should be aware of two things; one the competition and second the customer’s expectations. The higher living standards, tougher competition, higher government standards, each and everything ensures a high-quality product or service to the customers. The United Arab Emirates is also known for its higher acceptance level for innovation and technological advancements. Collectively these all factors not only push the organizations and businesses to continuously improve their products and services but these factors also raised the expectations of the customers.

If you want to grow you should be able to meet the customer’s expectations. You should be able to provide a unique customer experience in your branch or office and you should also have to ensure quickest service delivery which is only possible if you use an efficient queuing system to manage your customer flow. It is always good to consult with a professional queue management system and solution provider, such as RSI Concepts. Feel free to reach us out through the below comment box, or contact us through our Contact Us page.

Check this out: Benefits of Queue Management using Mobile Apps

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Tag: Queue Management System

Queue Management System Business Intelligence: Wait Time

Queue Management System Business Intelligence: Staff Performance

Queue Management System Business Intelligence: Business Processes

Queue Management System Business Intelligence: Customer Feedback

Conclusion

Virtual Queuing

Mobile Queuing

Queue Management System Integration with Software and Hardware

AI-based Queue Management System & IoT Integration

Purpose Made Queue Management Systems

Conclusion

Average Customer Served

Customer Experience Indicators

Average Service Delivery Time

Average After-Service Work Time

Customer Happiness Response

Employee’s Average Active Time

Conclusion

Queue Management System Market Growth and Rapid Adaptation Trend

Impact of the Pandemic on Queue Management System Market

What is the alternate of a Queue Management System?

Benefits of a Queue Management System

Will the Focus be shifted from Queue Management Systems?

Queue Management System Have Ability to Drive the Business Growth

Cost and ROI

Conclusion

Improve Customer Experience with RSI Queue Management System

Organized Customer Flow Management

Reduced Wait Time

Automatic Customer Journey Management

Improve the Waiting Area Experience

Provide Remote Sign-Ups or Virtual Queuing

Smartphone Applications

RSI Queue Management System and Social Distancing

Conclusion

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

How a Queue Management System can help?

Effectively Manage the Customer Flow at the Branch

Reduce the Wait Time

Collect Business Intelligence

Customer Journey Management and Automation

Think out of the Box

Smartphone Applications

Online Appointment & Booking

Digital Signage and Displays

Audio Announcements

Collect Customer Feedback

Conclusion

1. Implement a Suitable Queuing System

2. Offer Mobile Apps and Remote Sign-ups

3. Direct Customers and Visitors to the Right Person

4. Automate the Customer Routing via Queue Management System

5. Gather Statistical and Usage Data and Measure KPIs

Conclusion