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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.

5-Tricks-to-Quickly-Serve-Customers-Using-Queuing-System

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

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:

  1. How many customers do you serve on daily bases?
  2. How many customers do you serve in busy hours?
  3. How many counters do you have?
  4. How much space do you have in the waiting area?
  5. Do you provide full service at a single counter? Or at multiple counters?
  6. 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

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

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

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

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:

  1. Daily footfall
  2. Peak Hours
  3. Peak Day
  4. Busy Counters
  5. Most Used Services
  6. Average Time consumed by each service delivery
  7. Agent’s performance
  8. Remote Sign-up, In-premises Sign-ups, Kiosk Usage
  9. Average Wait Time
  10. 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.

Read also: Importance of digital queue management system in 2021

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

Importance of digital queue management system in 2021

No one likes to wait in line in today’s day and age. A business that makes its customer wait is bound to attract negative attention and even worse, lose the customer. A proper queue management system can make a world of difference to any customer-facing environment.

Importance-of-digital-queue-management-system-in-2021

As we enter 2021, organizations face a completely different business landscape to sell their products and services. The digital market has become the biggest revenue generator for businesses and customer preferences have changed in the post-COVID-19 era. Here we will look at the importance of queue management system for customer experience, and especially how technology can transform queue management.

As there is an increasing number of people visiting the online market place, organizations across all industries have been compelled to re-evaluate and revamp their business strategies in favour of reaching their customers online. This is where a digital queuing system and the 7 benefits of using an online queue management system become apparent.

1. Increased customer satisfaction

Increased-customer-satisfaction

The biggest benefit of a queue management system is that it leads to an exponential improvement in customer satisfaction. In a physical store, there will be employees to cater to customers and help them find what they are looking for. However, in the online space, the customer has to make navigate your marketplace and make decisions themselves. A robust queue management system that makes your service delivery mechanisms faster and smoother will result in a happy and loyal customer base in the long run. Most queue system Dubai today use the latest technologies and features like a mobile queue management system that will enhance the customer experience.

 

2. Reduced wait times for customers 

Reduced-wait-times-for-customers 

A digital queue system will positively impact the digital customer flow management by reducing perceived wait times. If the customer is taken through a streamlined process wherein, they get all the information they want from the moment they visit your marketplace to completing the purchase in the least amount of time, it will have a positive effect on satisfaction, productivity and revenue.

 

3. Simplifying communication in 2021

Simplifying-communication-in-2021

Social distancing and staying at home has become an unspoken rule. In these circumstances, most businesses and organizations rely on digital channels to reach their customers. A queue management system provides an effective and efficient way of communicating with people and providing them with relevant information. Let us take an example of the benefits of queue management for dispensaries. In this pandemic era, dispensaries cannot risk people queuing up in their stores to buy medicines. Through a digital queue management system, customers can be informed of available time-slots during which they can visit the dispensary, or even have their medicines delivered home. This is how technology-enabled queue management can keep people safe without affecting the business process.

 

4. Optimise costs and increase revenue 

Optimise-costs-and-increase-revenue 

The pandemic has affected almost every industry in one way or the other. Most, if not all businesses have had to shut down their operations fully or partially for the better part of 2020. Increasing costs and other logistical overheads have caused innumerable problems all around the world. While many organizations have switched their operations to the digital space, they are still struggling to keep costs in check and boost revenue. One main reason for this is that they lack a streamlined customer experience management which prevents more people from making a purchase. An intelligent queue management system Dubai understands the customer flow and is optimized to maximize efficiency and lower costs.
Having a queue solution reduces the cost of employing additional resources to manage customer queue and even eliminates the need for additional staff to resolve tickets.

Read More: Year 2021 and Queue Management System

5. Modernization of digital space and resources

Modernization-of-digital-space-and-resources

2021 is predicted to be a highly competitive year for businesses as they try to improve their volume of sales and redefine business practices to ensure continuity. A queue system in a physical location will help to modernize the physical space of the store or organization and use it for other purposes. But since sales are predominantly carried out in the digital realm, a digital queue system Dubai is essential to manage your digital space. Technological innovation in queuing solutions that meet the needs of the market ensures that customer management is done with minimal overhead on an organization’s digital resources, and therefore these can be repurposed to serve other critical business functions.

 

6. Staying ahead of the competition

Staying-ahead-of-the-competition

Customers will find no advantages of standing in a queue physically, however, a virtual or digital queue system can actually keep you and your customers happy. Dubai is a market that is known to embrace cutting edge technology faster than anywhere else in the world. Companies are beginning to understand the change in consumer behaviour and perception in 2021, and are reacting accordingly. The best visitor management systems of 2021 take extra measures to provide a unique and convenient experience to users. It is crucial for organizations to stay ahead of the competition and invest in a professional queue management solution that is innovative and consumer-friendly.

 

7. Promote a positive organization image

Promote-a-positive-organization-image

Not adapting to changing consumer trends in the market sends the wrong message to your customers. The adoption of technology became widespread in 2020 and will only continue to be so in 2021. Therefore, it is essential for any business that sells its services or products in a retail environment to adapt to such changes by integrating queue management with other enterprise solutions. This will also promote a positive image of the company among the general public.

Read More: Improve Customer Service with Queue Management System

Times have changed and so has consumer behaviour. Organizations need to adapt to these changes in order to sustain their business and doing so requires investment in customer-focused technology like mobile queue management. RSI Concepts is the leading queue management solutions provider in Dubai. We have helped many organizations upgrade their customer flow management with the latest technology. Feel free to approach us to revolutionize your customer journey.

Check this out: Queue Management System Integrated with Appointment Management System

Queue Management System Integrated with Appointment Management System

Queue-Management-System-Integrated-with-Appointment-Management-System

Businesses who have to deal with the customers at their premises are often facing troubles in managing the customer flow, especially in busy hours. This lead to unsatisfied customers, which is very bad for the business and its reputation. A digital queue management system could solve the problem by effectively managing customer flow. Queuing Systems also reduce the wait time and improve service delivery efficiency, which significantly increases customer satisfaction and improve the overall customer journey through your branch. If an appointment management system is also integrated with the Queuing System (QMS) then the overall system performance and efficiency can be doubled, the customer wait time can be further reduced to minimal or virtually no wait time. As the customer can book an appointment and visit on the exact time at their turn so they will be served without any wait time.

Queue Management Systems and Appointment Management Systems for Healthcare

Queue-Management-Systems-and-Appointment-Management-Systems-for-Healthcare

As the medical and health sector has witnessed unprecedented growth in the past decade, still the facilities are not fully equipped to handle large patient footfall effectively, the Queue Management Systems can be good support for the administrative staff. Thanks to the latest technological advancements the new virtual queuing and the appointment booking and management tools the patients and the staff both are relieved. The virtual queuing has reduced the wait time and the online appointment booking made it easier to choose the time of their convenience for the patients and visitors. The patients can easily sign-up remotely for their examination or medical tests, and enrolled to the waiting list, or you can say off-premises queues. Once their turn came they can arrive at the hospital, clinic or lab to get into the in-premises queue. Where the queue management system will take over the customer journey.

As these days social distancing and highest safety measures are implemented all across the country so a large population prefers to sign-up through virtual queuing, people can wait outside the premises until their turn and once their turn comes, they could get an advance notification on their smartphones, SMS or such. In that case, they don’t have to wait in any queue, as soon as they will arrive they will be served without any delay.

Queue Management System and Appointment Management Systems for Service Industry

Queue-Management-System-and-Appointment-Management-Systems-for-Service-Industry

In the pre-corona world, the appointment management systems were very popular only in the healthcare sector. But as the world is getting ready for the post-corona era, service-based industries are predicting a large footfall as soon as everything gets normalized. The COVID-19 is under control, the vaccine is available, but still, businesses are instructed by the governments all over the world to implement and maintain the best possible environment, social distancing, cleanliness and other safety measures to ensure nothing of as such happens again.

As the businesses have shifted to the online domain but still there are a lot many people who prefer to visit the branch to get the work done. So, as the businesses are soon resuming to the fullest, they should be prepared and ready to handle large footfalls at their branches and offices. Having a queue management system which is also equipped with virtual queuing and online appointment booking system will help both the parties. The visitors and customers will not have to fear to stuck in the crowd and the businesses and service providers don’t have to worry about handling large customer flows.

How Queue Management Systems and the Appointment Management Systems work together?

How-Queue-Management-Systems-and-the-Appointment-Management-Systems-work-together

A queue management system is used to handle large customer flow and the appointment management system is used to book appointments for a particular service. So a customer journey starts with booking an appointment through the appointment management system and passed through the queue management system towards the service counter. This is the most basic explanation of the two systems combined together. Now as the technology is advancing and paving way for innovation, RSI Concepts, a leading queue management system provider and a reputed system integrator in Dubai, UAE, comes up with a brand new idea of merging the two tools together to allow the businesses to exercise full control over their customer journey. The idea is to cater the customers/visitors with the excellent customer experience and make their journey hustle free by:

  • Reducing the wait time
  • Allowing online/remote sign-ups
  • Online Booking and Reservations
  • Providing Mobile Apps and Web Interfaces/Portals
  • Providing a centralized information centre structure
  • Remote control and real-time management
  • Multi-branch features to allow monitoring and control from the head-office
  • Providing KPIs for the agents and overall service delivery mechanisms
  • Introducing the simplest customer feedback and suggestion mechanisms
  • Simplifying the application and operation for the IT team and the branch staff

Our queue management system when combined with our appointment management system becomes a single solution and doesn’t require separate administration. This makes the implementation and operation super-simplified for the staff and the management. Everything is available in a single unified control panel with real-time updates and status reports. In-depth statistical analysis and reports further allow the management to improve the process and also help them in the decision making process.

Read also: How Queue Management System Helps to Provide Better Customer Service

Conclusion

A queue management system in itself is a wonderful technological product which enhances and improves customer experience. It also allows the management to control the customer flow effectively. Due to the current scenarios, it is very crucial to maintain the customers/visitors under a certain level at any given point of time to maintain the social distancing and other safety measures at the branch. When this queuing system is combined with an appointment booking and management system, it improves the overall efficiency of the branch. People are expecting the businesses to provide exclusive services and safety measure to ensure their health and safety at the branch which is only possible when the management and administrative staff can exercise full control over the customer flow and management at the branch.

Our queue management system coupled with our appointment management system not only provides full control of the customer flow to the administration but also ensures premium quality service delivery experience for the customers and the visitors. The customers and visitors when provided with such level of efficient services and facilities feel more comfortable and enjoy the exclusivity of their experience. This not only helps businesses built their reputation but also help them retain their existing customers hence ensures a steady growth in business.

Check this out: How should insurance company’s website look like?

How Queue Management System Helps to Provide Better Customer Service

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

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

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

How Queue Management System Improves Customer Service Delivery Experience?

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

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

How Queue Management System Reduces Wait Time?

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

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

Queue Management System provides an Opportunity to Communicate

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

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

Queue Management System Improves Service Quality

Queue-Management-System-Improves-Service-Quality

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

Conclusion

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

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

5 Paramount Needs of Queue Management System for Schools and Colleges

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

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

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

1. Customer Flow Management at Student Enrollment Offices

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

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

2. Queue Management System Improves Brand Image

Queue-Management-System-Improves-Brand-Image

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

3. Queue Management System Improves Customer Experience

Queue-Management-System-Improves-Customer-Experience

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

4. Queue Management System Saves Time

Queue-Management-System-Saves-Time

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

5. Queue Management System Provides Statistical Data and Insight

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

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

Conclusion

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

Check this out: Year 2021 and Queue Management System

Zayed University Acquired RSI Queue Management System and Customer Feedback System

Zayed University Abu Dhabi campus has acquired RSI Queue Management System and Customer Feedback System. The systems are integrated with the student portal for identification. Zayed University is one of the three higher educational institutions sponsored by the Government of the United Arab Emirates. Zayed University is contributing in providing a constant stream of professionals in a variety of fields who are contributing in the progress of the nation. The university is not only acknowledged on a national level but has gained a great reputation all across the GCC. Zayed University is known for its innovative methods and technological advancements in the academia of GCC.

RSI Concepts has been approached to propose a sophisticated queue management system solution with the objective to make the service delivery easier and quicker than ever before. A customer feedback system was also part of the project. Both the systems are designed to link with the university’s internal information centre to automatically verify the identification of the students/users. A wide range on interactive services is provided through the dedicatedly designed interactive self-service kiosk machines. Both the queue management system and the customer feedback system are installed in the Student Enrollment department in Abu Dhabi campus.

The system also features an online appointment module related to the appointment for the Student Enrollment department. Students, faculty or staff can initiate a query or sign-up for the queue remotely. Once their turn comes, the system automatically generates a notification in advance to notify them about the time and the counter they will be served. The customer feedback system allows them to provide feedback about their experience in service delivery and they can also give feedback about the server/agents.

The students or any visitor can also sign-up from the self-service interactive kiosk at the department. The kiosk can verify the identification through the Emirates ID Card and will automatically update the system with the relevant data. The main objective is to automate most of the service to reduce the overall service delivery time. Another advantage is that the students won’t have to wait in long queues during their classes and can get the service delivered in the shortest possible time period. The statistical and usage data from the queue management system and the customer feedback system is collected and processed in our powerful software engine which can be viewed in comprehensive reports for download and later use.

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

“This project is a fine example of our technological innovation and experience in the field. The overall performance of the system is more than satisfactory. The customer’s experience has been improved drastically and the wait time has been reduced significantly. It was a great experience working with the Zayed University teams.”

Such great experiences always help us with improving our products and services. Our Queue Management System and the Customer Feedback System are the products of constant improvement and fine-tuning which we have gained over the past decade. We always try to provide futuristic solutions to our customers to keep them ahead of their competition with a great return over their investments rates. We will look forward to more future collaboration with Zayed University.

Check this out: Abu Dhabi University Acquired RSI Concepts QMS and Feedback System

Abu Dhabi University Acquired RSI Concepts QMS and Feedback System

Abu Dhabi University has acquired the Queue Management System (QMS) and Customer Feedback System from RSI Concepts. Abu Dhabi University is one of the largest private university in the UAE and currently accelerating on the route to become not only the largest institution in UAE but all across the GCC. The most recent achievement is the opening of a new campus in the heart of the Emirates of Al Ain. The campus is purposely-built to facilitate thousands of student for a variety of undergraduate and postgraduate programs. The campus was built in accordance with the Islamic and Cultural norms of the region by providing separate spaces for male and female students. Not only that the campus is well equipped with international level laboratories, gyms, aerobic studios and cafeterias, etc.

The objective was to have a high-tech smart feedback and queue management system. RSI Concepts’ have mastered in the same niche by countless implementations of the system not only in UAE but all across the GCC. Our Queue Management System is built on state of the art smart processing engine and artificial intelligence (AI) based powerful software. The statistical and analytical engine is built on advance algorithms to process and analyze the inputs of the system. This helps management get a deeper understanding and insight of the system usage. Which is vital for the management to take decisions in order to improve the customer experience.

The system consists of Kiosk Machines, Smart TVs/Digital Signage, Counter Plates and Feedback units to collect customer feedback in real-time. The system is built on a centralized information centre which helps data management and integration easier and more effective. Our queue management system is integrated with the university’s student identification and verification system as well. The student identification can be done by both the Emirates ID and the Student ID cards as well. The system maintains logs for all the signups and stores the customer feedback in the database. The feedback system is built in full compliance with the NPS standards for customer satisfaction measurements.

The QMS or queue management system facilitates the students and the visitors by providing the facility of the SMS and smartphone mobile applications for both Android OS and Apple iOS platform. The smartphone applications allow the users to issue tokens, get notifications via push notifications and the users can also submit feedback from their smartphone applications. The advantage of our Queue Management System and Customer Feedback System is its user-friendly back-office and reporting module. Along with easy operation with less IT resources and automation facility.

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

“It was a great experience working with the professional team from Abu Dhabi University. The main thing is this project was the requirement gathering. Each and Every minute details were taken into account and was thought over many times to come up with the final idea to achieve the objectives of the queue management system and the customer feedback system. The Abu Dhabi University management is pleased to see the results of the system which not only met their requirements but is also providing additional value to the system’s operational capabilities.”

At RSI Concepts we not just provide ‘a solution’ for our customers but we strive to provide them with the best possible solution which not only meets their requirements but also add value to the overall system utility. This is the reason over the past decade RSI Concepts have proven to be one of the leading Queue Management System and Customer Feedback System providers in the UAE.

Check this out: Tailor Made Queue Management System Dubai, UAE

Tailor Made Queue Management System Dubai, UAE

Most of the businesses and organizations are seeking a tailor-made queue management system solution in Dubai, UAE. The main reason is the customizations of the system as per their specific needs, and integration with other systems. Another reason for businesses seeking a tailor-made QMS solution rather than any ready-made queuing solution is the return over their investments, which are far better than a standard rigid QMS Solution. As the customized queuing solutions are being designed specifically to meet certain needs of the customers, they feel more comfortable working at a tailor-made queue management system with only whatever features they need. No more extra fancy stuff in the control panel which could be confusing for the management as well as for the servers and agents. No more bill for the hardware and software modules that you will never go to use. The overall simplicity and cost-effectiveness are the key features of any tailor-made queue management system.

Tailor-Made-Queue-Management-System-Dubai

Tailor-Made Queue Management System VS Ready-made Queue Management System

Here are a short comparison of the tailor-made and standard QMS solutions:[Note: Infographics with icons will look better if you have time]

Tailor-Made Queue Management SystemReady-made Queue Management System
Cost-effectiveStandard Price Plans
Very personalized solutionGeneral Purpose Solution
Simple Control ConsoleComplex Control Console
Customized Hardware DesignStandard Hardware Design
Totally in-line with your specific needMayor may not be in-line with your specific needs

The basic idea of going for a customized or tailor-made queue management system is to achieve the maximum output with minimum expense. As every business has its very own organizational structure and standards, which should resonate with all of their services and products. In simple words, every business has a unique brand identity, thus requires a QMS solution which completely synchronizes with their culture, structure and business models. These days the queuing systems are not only limited to customer flow but they can heavily impact your brand identity and brand image, so your queue management system should be custom designed to work in harmony with your business model, culture and brand identity to achieve better customer experiences and customer satisfaction.

Best Queue Management System Types

Here are some of the standard queue management system types with their different features and utilities. These queuing systems are developed on the bases of requirements, services and sub-set of services, physical infrastructure, business models and expected customers/visitors quantity.

  1. Linear Queuing
  2. Mobile Compatible Virtual Queue Management System
  3. Online Appointment/Reservation Enabled QMS
  4. Managed/Un-Managed Traditional Queuing
  5. Self-servicing Queue Management Systems
  6. VIP Queuing Management System (Mostly included in other types as a dedicated module)

These are general classifications of queue management systems. But we can also classify them on the bases of industry, such as, for hospitals, banks, airports, HR Department, customer service centres, retail sector, etc. As all of the industries have their own slightly different service delivery and business models so the queue management systems can also be classified by their application and industry. There are so many classifications that lie in between the above-mentioned types and their sub-sets, but in general, these are the major types of queue management systems.

Basic System Components of a Queue Management System

Although there are so many software and hardware features that can be added but in general here are the basic system components of a queue management system:

  1. Queue Management Server/Software Application
  2. Ticket Dispensing Unit (kiosks, Floor Stands, Wall Mounts, etc)
  3. Digital Signage or Customer Routing Display Units
  4. Routing Signs and Digital Signs
  5. Counter Name Plates, LED/LCD Displays
  6. Audio Announcement Sound System

Above all are the basic components required to build any standard type of a queue management system. There are so many other software and hardware accessories that can be added in the queuing system to provide more operational strength. It also depends upon the application, each industry has their different business model hence the basic requirements are also different. But overall the system ingredients will remain the same as the above.

Conclusion

As the tailor-made queue management systems are proven to be superior to implementing a general-purpose queuing solution. So, before opting for any type of queue management solution you must consider basic classifications, system components and your objectives in mind before making the decision of opting for a tailor-made or a ready-made QMS solution. As per various studies and customer’s reviews, we have concluded that a tailor-made queue management system can always provide more operational strength with less cost and more reliability. An efficient queue management system not only helps organizations improve the customer experience and customer journey but it also helps them increasing sales and establishing their brand identity more effectively.

Check this out: Important Hardware Components of a Queue Management System

Important Hardware Components of a Queue Management System

In this blog, we will discuss the important hardware components of a queue management system which are required to manage the customer flow effectively and efficiently to improve the customer journey. There are so many hardware components that can be added to a queue management system as accessories or add-ons to maximize efficiency. It also depends upon the requirements of the client and the nature of the operations they are performing at their branch/office. The queue management system is essential in building up your business reputation, keeping the visitors/customers happy and reducing the workload of the staff and agents to keep them in high spirits. Overall these all factors contribute to your business’s success.
Important-Hardware-Components-of-a-Queue-Management-System

Before I step into describing the various hardware component I would also like to give a short introduction of the types or classifications of the queue management.

Fundamental Types and Classifications of the Queue Management

Fundamental-Types-and-Classifications-of-the-Queue-Management

These classifications define the services and the overall operation. On the bases of that we determine which hardware components should be included in a particular queue management system solution:

Single Phase Single Channel

Single Phase Single Channel means there is only one agent/counter who will deliver the full service to a single visitor/customer.

Multi-Phase Single Channel

Multi-Phase Single Channel means there are multiple agents/counters to complete a single service and the visitor/customer will have to go through multiple counters for full-service delivery.

Single Phase Multi-Channel

Single Phase Multi-Channel business model means that there are multiple counter/agents for a single service and the customer can be sent to any counter for the full-service delivery.

Multi-Phase Multi-Channel

Multi-Phase Multi-Channel business model means that a full-service delivery requires to visit multiple counters and there are multiple counters/agents for each part of the service hence the customer will have to go through multiple counters for the full-service delivery. And for each service part, there are multiple servers available, the customer can be routed to any of the counters at the respective stage of the service delivery.

Read also: Queue Management System Problems and Solutions in Dubai

Important Hardware Selection and Configurations of QMS

Important-Hardware-Selection-and-Configurations-of-QMS

Now that we got a basic idea of how the queuing system works and how should we choose the hardware for a required business model. Let us discuss a few additional details that might further clarify the customer flow operation:

  1. The population of the customers
    • Limited: It means a limited number of expected visitors/customers, such as Psychiatrists clinic, boarding counters at the airport, etc
    • Unlimited: It means an unlimited number of the customers/visitors are expected, such as Banks, Sales Counters, Customers Support and Services Offices, etc
  2. Method of Arrival
    • Individual Arrival: Most of the businesses are operating on individual arrival model
    • Group Arrival: Only certain businesses or service centres adopt this model, such as HR departments, immigration services, etc
  3. Service Mechanism
    • Number of Counters: How many agents/counters do you have?
    • Service Types: Do all the counters/agents serve the same service or different services?
    • Number of Queues: Is there a single queue for all the counters/agents? Or separate queues for separate counters/agents?

Here are the basic hardware configurations for the above-mentioned queue management system setups:

Ticket Dispensing Units

This is the very first interaction of the visitor/customer with your branch or service centre. The visitor/customer will get a ticket as per their required service and will be issued a queue number. There are multiple ticket dispensing units types that are very popular in Dubai, UAE. Such as:

Kiosk Machine

A kiosk machine is the most popular ticket dispensing option all across the world. The kiosk machines with reasonably large and bright touch screens provide a good interactive experience. Very helpful in sign-ups with service lists, instructions and relevant information on the screen. Thermal printers are widely used to dispense the tickets.

Table Top Ticket Dispenser

Table Top Ticket Dispensers are more useful at the receptions and in such setups where the staff will generate the ticket or do the sign-up for the visitor/customer. Large touch screen with easy-access and small form factor can easily blend-in the surroundings and looks great on counters and receptions.

Wall Mount Ticket Dispenser

Wall mount ticket dispenser is built on a very compact form factor device and is very suitable for the situations when we have limited space.

Routing Display Units

The display units have to be placed on strategic locations so that each and every visitor/customer present in the waiting area should be able to view them. The routing display units are being used to display the current serving tickets, next tickets, and other relevant information.

Counter Plates and Signs

These counter plates and signs are used on the counters to direct customers and visitors to their counter/agent. There is multiple hardware which can be used for this purpose such as:

  1. Counter Plates: These are ordinary nameplates with counter numbers or names on them
  2. LED Screens: LED Dot Matrix Screens are dynamic LED displays to display the counter number or name, they can be controlled from the queue management system server
  3. LCD Screens: These are fully coloured small-sized screens to display the counter number and name, or any other information can be displayed as well form the QMS server

Sound System and Audio Announcements

The sound system and audio accouchements are very important, as some of the visitors/customers don’t pay attention to the routing display units, instead, they could be engaged in their smartphones, or conversations or anything, so the audio announcements could be very helpful. Multilingual announcements are even more effective.

Digital Signage and Large Displays

The digital signage and large displays are very helpful in keeping the visitor/customer engaged. Businesses can play promotional content, marketing content or any adverts on the large screens as well as the queuing information which not only reduce the stress of waiting but it also helps the customers/visitors to stay focused on the queue calling.

Virtual Queuing

Virtual queuing is a modern technology introduced to queue management systems. This enables visitors/customers to sign-up remotely via emails, calls, smartphone application, QR Codes, etc. This not only reduces the wait time to a significant level but also provides relevant real-time information to the customers/visitors. QR Codes can be generated and provided on convenient locations so that the customers can access them to do the sign-ups.

Physical Queue Management

The physical queue management is more effective in large places and for a very large number of visitors/customers such as cinema, airports, mass transit stations, etc. Here are some physical accessories that can be added along with the queue management system:

Stanchions or Belt Barriers

Stanchions or Belt Barriers are easy to manage and can be placed and removed quickly. They allow the branch management and staff to manage and route the queue more effectively. The stanchions are also very helpful in managing a large crowd in comparatively smaller spaces. This also eliminates the possibility of queue-jumping and line-cutting in large crowds.

Physical and Digital Signs

Physical and Digital Signs are used to route customers/visitors effectively in large spaces. Especially in multi-place facilities when a service can be delivered through multiple counters and all of those counters are located in different areas. The physical and digital signs are very helpful in displaying the ticket information and/or directions in lobbies, escalators, etc. A combination of digital signs with dynamic information and static of physical signs can help to manage the customer flow with ease and efficiency.

Human/Agent Management

In human/agent management setup the businesses provide a dedicated staff member or agent to a single visitor/customer so that the agent can take the customer through the whole journey and make it more convenient and stress-free for them. Obviously, this is a very costly queue management solution so most of the organizations and businesses are using this along with all above-mentioned hardware for their selected/premium customers/visitors only. The staff agent can perform all the task with the following devices:

  1. Portable computers
  2. Apple iPad or Android Tablets
  3. Portable QR Code Readers and Scanners
  4. Portable Ticket Dispensers and Printers

Any of the above or a combination of the above hardware can be provided in the queue management system to enhance the customer experience in human/agent management setup. Furthermore, a few other portable devices can also be added which should be carried by the agent/staff to ensure utmost customer satisfaction at the branch.

Read also: Paperless Queue Management System

Queue Management System Software

Queue-Management-System-Software

No queue management system can provide the desired results without a well-crafted software and control console. Although the software is not part of the topic still I want to emphasise on its importance. Here are some of the important modules a queue management system should have in order to provide the highest performance and best returns over your investments:

  1. Customizable Administrative Control
  2. Data Collection and Synchronization
  3. Real-time updates and stats
  4. Centralized information centre
  5. Remote access and management
  6. Key Performance Indicators (KPIs)
  7. Multilingual Compatibility
  8. Comprehensive Reporting Module
  9. Powerful Statistical and Analytical Engine
  10. Integration with third-party software and applications
  11. Smartphone Applications
  12. Customer Feedback Collection

The above-mentioned features are very critical if you want to achieve maximum operational efficiency of any queue management system setup. Though some of them might not be relevant to some of the configurations of the QMS setups I have mentioned above such as the smartphone applications and the customer feedback modules but rest of all are mandatory for any queue management system setup.

Read also: Complete guide to Queue Management Systems in Dubai, UAE

Conclusion

Before opting for any queue management system the businesses, consultant and the vendor should have to identify the requirements with 100% clarity. Then the hardware ingredients should be chosen with great care as per the queue management model.  The hardware component’s installation and other dependencies are there so repeatedly revamping the system could increase the cost as well as it could cause interruptions in the operations. The system components should be selected on the basis of the service type, service delivery mechanisms and the physical location. The hardware of a Queue Management System is a very important part but the QMS software should also be able to work in hormone with the hardware to achieve the desired results.

The queue management system is not only essential to handle large crowds or for customer flow management but it can heavily impact the general perception of your visitors/customers and can make or ruin your brand identity. It is always wise to contact an experienced consultant like RSI Concepts, the best queue management system providers in Dubai, UAE and GCC. But a basic knowledge of the system is also mandatory for the businesses and the organization who are looking for a new queue management system solution.

Check this out: 5 Features of Queue Management System

5 Features of Queue Management System

The technology has drastically improved our lifestyle as well as the businesses and enterprises over the past two decades. The queue management systems are not anything new to the market but as the technological advancements have completely changed the landscape of the queue management system market, there have to be certain changes which became necessary in order to maintain a balance. In this blog, we will discuss 5 features of a queue management system which will not cost you much but in return, such features can provide priceless value to the system and they can make a big difference in the overall effectiveness of a queue management system.

5-Features-of-Queue-Management-System

1. Customization Capabilities and Control Console

Customization-Capabilities-and-Control-Console

The customization capabilities and control console are very important for the effective management of the queue management system. Because this is where the business’s management will interact with the system and will collect valuable statistical data. Thus the control console should be able to allow a certain level of customization in the operation of the queue management system’s overall operations. The control console should also be able to allow the management to automate various steps and processes to manage the customer flow effectively this also reduces the workload of the staff and the agents and let them focus more on the service delivery.

2. Personalized Visit Details

Personalized-Visit-Details

Personalized visit details data could really make a difference if used wisely by the communication department. There are only a very few organizations who have implemented it in Dubai, UAE. Most of the time businesses and organizations do not care much about collecting personalized visit details data or linking it with their queue management system. The personalized customer visit details such as a number of visits, preferred timings to visit, services availed, service delivery time, customer feedback and much more could help the communication department to further improve customer experience.

3. Reporting and Data Export Modules

Reporting-and-Data-Export-Modules

Modern days digital queue management systems are not only used for managing the customer flow. But these systems can provide a valuable data insight which can be utilized to improve customer flow as well as the customer experience and satisfaction. The export facility is also important, standard reports, customized reports and the system data should be available to export in easy to use digital formats. The summary and management reports could help management in the decision-making process. So the reporting and data export modules should be designed with extreme care.

4. Integration and APIs Compatibility

Integration-and-APIs-Compatibility

Most of the time the organizations and businesses require to integrate the usage data, statistical data and the reports of their queue management system with their existing enterprise solution or ERP. Which is why the integration and APIs compatibility for a queue management system is very important so that the system can easily be synchronized with the main information centre. The synchronization can work in both ways, for the queue management system the sign-up, logins and personalized details of the visitors can be validated through the main data bank of the organization. On the other hand, the queue management system data such as reports, usage stats and other data should be linked with the main information centre as well.

5. Virtual Queuing Modules

Virtual-Queuing-Modules

The virtual queuing is gaining a lot of popularity in Dubai, UAE and all across the world. It provides so many useful facilities for the customers and it is also helpful for the management. The virtual queuing includes remote sign-ups, smartphone compatibility, QR code logins, e-tokens, notifications, and much more. This also enables customers to choose the time of their convenience. With real-time status updates and other relevant information, the customer feels more connected and can have a more personalized experience. Moreover, customer feedback can also be connected through multiple platforms to help the management in the collection of user feedback data.

Read also: Paperless Queue Management System

Conclusion

Queue Management Systems these days are not only handling the customer flow but they are also providing deep insight of the customer’s and agent’s behaviour, the effectiveness of the service, useful reports and analytical data which can help the management in decision making and much more. In this article we have discussed top 5 features a queue management system must have these days, the objective was to set a minimum standard for a modern queue management system.

The technology is evolving on a very rapid pace, more and more system integrations and the concept of ‘one solution for all’ is gaining popularity due to its effectiveness, reliability, and simplicity. The smartphones are providing convenience and comfort in almost all industries. The general population is relying on smartphones for literally everything, this is the reason more smartphone-based solutions are introduced on daily bases in the service industry. A modern queue management system should be able to work in synchronization with other technologies and general trends. Because what customers and visitors are doing or seeing on daily bases they automatically expect similar kind of solutions and familiarity when they are visiting any branch or office to avail any service.

Check this out: Rental of Queue Management System for upcoming Sharjah Book Fair 2020

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