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Tag: 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

Complete guide to Queue Management Systems in Dubai, UAE

Here is a complete guide to the Queue Management System in Dubai, UAE. The purpose of this guide is to let our audience understand the queue management systems/QMS and to address the basic questions our customer always ask us about the QMS. The queue management system or queuing systems or customer flow management or crowd management system, these all terms refer to the same product. There are many different types of queue management systems so it is important to clearly define your requirements and the purpose/objectives of the system before opting for any QMS.

Why a Queue Management System is required?

Why-a-Queue-Management-System-is-required

In case if you are having a fairly large number of customers/visitors at your branch/office and you are providing services which require the physical presence of the customer at the branch. Such as banks, hospitals, public offices, ministries, HR departments, public offices etc. Then you must have to manage the queue to prevent unnecessary waiting time for the customers, control the workflow and customer flow. For all that you need a digital queue management system.

Here are some important things that need to be defined before selecting a queue management system:

  1. What is the quantity of daily expected visitors/customers?
  2. How many counters do you have?
  3. What are the services you are currently offering and also planning to offer in the near future?
  4. What is the average service delivery time?
  5. What is the objective of installing a new Queue Management System? Such as optimizing the service delivery time, reducing the workload on the agents, expansion of the facility, addition of new services, etc

Once all those questions are answered only then you will be able to define the clear objectives of the queue management system. As we have understood the purpose of the queue management system so now let us discuss what a QMS is and how does it work and what are the benefits of having an efficient queue management system in place.

What is a Queue Management System?

What-is-a-Queue-Management-System

As the name suggests the queue management system allows a business/office/organization to effectively manage the queue at their offices/branches. There are so many different types of digital queuing systems some comes with only simple LED Screens with a trigger switch. Some come with a bulky software which enlists all the activities, analyze the data and generate reports. There are some QMS variants with large signage displays, token printers, QR Codes, and other accessories to enhance the customer journey and user experience through the service delivery process. There are some digital queue management systems that completely operate paperless. Some queuing systems also allow virtual queuing and smartphone-based services. We will enlist all major types and classifications of the queue management systems in this guide.

Types of the Queue Management System

In this guide we will cover only the major and most widely used types of the queue management systems which are as follow:

  1. General Purpose Queue Management Systems
  2. Queue Management System to aid Social Distancing (New)
  3. Linear Queuing Management System
  4. Virtual Queuing System
  5. Paperless Queue Management System
  6. Smartphone Apps based Queue Management Systems

1. General Purpose Queue Management System

General-Purpose-Queue-Management-System

General Purpose Queue Management System or simply Digital QMS is the queuing systems most widely used in banks, hospitals, public offices, customer care centres, HR departments and other similar places where a large number of customers/visitors is expected. The Digital Queue Management Systems comprises small LED Displays or Monitors, large signage screens, token dispensing kiosks and a queue management system software.

2. Queue Management System to aid Social Distancing

Queue-Management-System-to-aid-Social-Distancing

This is a new addition to the industry amid the current scenarios. The Social Distancing Queue Management Systems are built exclusively for aiding and implementing/enforcing the social distancing at the branch/facility. Our Social Distancing QMS is thoroughly designed to provide safety measures for both the customers/visitors and the agents as well. The software is a massive upgrade of the regular queuing system software and provides multiple operating modes which can be configured from the control panel. This means our Queue Management System to aid Social Distancing is capable of operating in both scenarios with and without social distancing.

3. Linear Queuing Management System

Linear-Queuing-Queue-Management-System

Linear Queuing Management System is very suitable in reducing the service delivery time and enhancing the efficiency of the agents without compromising the customer journey or user experience. The linear queuing queue management systems are widely used at the customer service centres and public offices, where the facility is built to have a large number of the counters and a centralized waiting area. The queue has been managed on first come first serve bases. The Linear QMS comprises of small displays mounted at counters, large signage displays and announcement systems to direct the customers from the waiting areas to the vacant counter.

4. Virtual Queuing Systems

Virtual-Queuing-Systems

Virtual Queuing Systems are the QMS that allows online or remote methods to sign-up for the queue. There are several mediums used for virtual queuing. The customer/visitor doesn’t have to come to the branch to sign-up rather they can sign-up remotely and they can arrive at the exact time when their queue should have been called. This prevents the crowd at the branch/facility and it also reduces the wait time. The latest software for our Virtual Queuing System also allows the agents to control the queue with more automation and flexibility. This also reduces the workload of the agents and increases their efficiency hence results in less service delivery time.

5. Paperless Queue Management System

Paperless-Queue-Management-System

As the government of the UAE is encouraging businesses and corporate sector to go paperless or minimize the use of the paper in day to day operations to support their eco-friendly initiatives. More and more businesses organizations and companies have started to adopt it. There are some other reasons too for going for a paperless queue management system such as reduce the physical contact and maintain the social distancing, etc. The paperless queue management systems comprise of virtual sign-ups via smartphone apps, call, SMS, email, etc. Then there are standard digital signage displays, counter screens, etc.

6. Smartphone Apps based Queue Management Systems

Smartphone-App-Based-Queue-Management-Systems

As the smartphone internet traffic surpassed desktop traffic since 2016. More businesses are utilizing this platform. In the United Arab Emirates, smartphone internet users dominate ordinary internet users. It is very wise to use this platform for your advantage. This is the reason we have built a smartphone-based queue management system. This QMS utilizes the smartphone application for both Android and Apple to improve the customer journey as well as it improves the control and monitoring for the agents and the administration. There are three main smartphone portals:

  1. Customer/Visitor Smartphone Portal
  2. Agent’s Dashboard and Portal (It is available in both Smartphone/Tablet User Interface and Web-based User Interface)
  3. Management/Administration Smartphone Portal (It is also available in both the Smartphone/Tablet User Interface and the Web-based User Interface)

This also reduces the customer wait time, prevent crowd at the branch/facility, and provides real-time updates to the customers, administration and the agents and much more. The other components are the same such as the digital signage screens, counter displays, etc.

Essential components of a Queue Management System

There are so many add-ons and accessories of a queue management system that we are using to provide to our customers, but there are some essential components of a queue management system which are required to maintain the efficiency to an optimum level. Such as:

  1. Token Dispensing Kiosk Machine
  2. Digital Signage Displays
  3. Counter LED/LCD Screens
  4. Audio Announcement (Multi-lingual)
  5. Queue Management System Software

These are the basic components of a standard queue management system. If you are going for a virtual queuing, linear queuing, paperless QMS or smartphone applications based queue management system then you don’t need the Token Dispensing Kiosk Machine but the rest of the for are required. The Queue Management System Software can be customized as per the type of the queuing system.

That is not all since our all solutions are completely customizable so we can include any feature from any type of the QMS mentioned above to provide you with personalized user experience. The QMS Software is also a very important part of the system as it allows the administration and agents to automate the basic tasks to reduce human efforts, and also provide a comprehensive insight of the performance and customer/visitor and agent’s behaviour. Which is very critical to do the improvements in the customer/visitor journey.

1. Token Dispensing Kiosk Machine

Token-Dispensing-Kiosk-Machine

Token Dispensing Kiosk Machine is a simple kiosk with a small 14” or 19” screen with a thermal printer and a simplified user-interface. The kiosk utilizes the QMS software engine to classify the customers/visitors into predefined categories to further enhance their experience throughout the service delivery.

2. Digital Signage Displays

Digital-Signage-Displays

Digital Signage Displays are large LED/LCD multimedia screens which can be placed at strategic locations in the waiting area and are being used to display the information about the ongoing queue and also announce the upcoming token/number. Usually, 40” to 85” screens are used and they also play videos/adverts and any other information the business wants to show to the customers in the waiting area.

3. Counter LED/LCD Screens

Counter-LED-LCD-Screens

These are usually dotted LED displays placed on each counter, to show the counter number and the current token number for that particular counter. Instead of the LED dotted displays, small LCDs can also be used to display the multimedia information.

4. Audio Announcements (Multi-lingual)

Audio-Announcements-(Multi-lingual)

Since UAE is a multi-cultural environment and host a number of nationalities from all over the world, so the audio announcements have to be in multiple languages, normally English and Arabic are preferred but some businesses and public offices are also using Hindi, Urdu, Bengali, and other languages. This is a very useful and effective tool to grab the attention of the customers/visitors in the waiting area.

5. Queue Management System Software

Queue-Management-System-Software

Queue Management System Software is the backbone of the system. The entire user journey, user experience, agents’ performance, management control, monitoring and reporting is handled through this software. Our Queue Management System Software is a result of a decade long improvement, enhancements, and professional experience we have acquired while working in Dubai, UAE. Here are the basic features of our Queue Management System Software:

  1. Customer Interface
  2. Kiosk Interface
  3. Agent Interface
  4. Branch Manager/Local Control Panel
  5. Administration Control Panel (Head Office – All Branches)
  6. System Configurations and Settings (Multilevel controls for automation/mode selection)
  7. Agent Performance and Monitoring Dashboard
  8. Reporting Dashboard (Agents/Counter, Branch, Corporate Reports, Detailed Reports, etc)

These are some of the basic components of a Queue Management System software apart from that there are smartphone applications and their control panel modules and some other advance features are also included. Depending upon what type of the Queue Management System you are using the software features may differ.

Conclusion

First of all, analyze the requirements, the number of expected customers/visitors, the type or physical settings of the location, the number of counters, the services you are offering and the sign-up methods you need to sign-up for the queue. Then chose the system components of the queue management system along with the software features that you need. The best approach is to consult any professional queue management system provider in Dubai, UAE such as RSI Concepts. This complete guide is written for a non-technical audience to let them understand the basics of a queue management system so that when they decide to install one they should know what exactly are they looking for. If you have any question please do utilize the below comment box.

For technical and sales enquires please contact us at our Contact Us page.

Checkout: The Anatomy of a Modern Bank Web Design in Dubai

Paperless Queue Management System

Paperless Queue Management Systems are not only a new concept for Dubai and UAE but also for the world. Most of the present-day queuing systems all over the world are running on a paper-based ticket number mechanism. The ticket numbers are announced on a big screen and also called in on an audio device, the specific customer can check for the assigned counter and go there to get the service. This is the very basis of almost 90% of the queue management systems installed in the government sectors, ministries, private and public sectors.

Paperless-Queue-Management-System

Due to the current scenario, the Queue Management System providers like RSI Concepts are thinking of ways to eliminate the use of paper and also enhancing the customer journey and customer flow. There are a few most practical solution to achieve the paperless queue management system and we will discuss them all one by one here. As smartphones have become an integral part of our daily life, and people always stay online on their smartphone while waiting for their queue and sometimes some people even miss their queue despite the audio announcements due to their smartphones, so the smartphone can be used more effectively in the queue management systems.

Virtual Queuing

Virtual-Queuing

Virtual Queuing as the name suggests is completely virtual, the customer won’t necessarily have to come to the branch to sign-up for the queue, but it can be done remotely with various means of technology. Another advance methods can be implemented to make the process more customer-friendly and let the agents control the queue with more efficiency.

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

QR Code Based Queuing

QR-Code-Based-Queuing

QR Code-based queuing is another very advance yet simple to use technology. All the customer needs is to visit the branch or any kiosk and scan the code, the code could be used in many ways, one very simple and effective way is to open up a web-based app in the mobile phone browser and assign a queue to the customer/visitor. The customer/visitor can find additional information on the same page and also live updates about the queue along with the announcements for their queue. Mostly Paperless queue management systems are using this approach.

Smartphone App Based Queue Management Systems

Smartphone-App-Based-Queue-Management-Systems

As more than 90% of the UAE, the population is using some kind of smartphone these days, so the smartphone app-based queue management systems are gaining popularity. Especially the Government sector, Public Offices, and the organizations are adopting this method for their customer service e centres and the HR department. The smartphone-based queue management systems are based on three main sections:

  1. Customer Portal Smartphone Apps
  2. Agent Portal Smartphone or Web-based Apps
  3. Administration/Management Portal Smartphone App and Web-based App

Read More: Queue Management System to aid Social Distancing

Customer Portal Smartphone Apps

Customer-Portal-Smartphone-Apps

The Customer Portal Smartphone Apps can be provided to the customers via Google Play Store and Apple App Store. Customers can use the applications to sign-up for the queue from their smartphone and can get the real-time queue information, find the nearest location, and much more. Furthermore, the users can also initiate the service from the smartphone application by filling in the required information to reduce the service delivery time. The possibilities are endless.

Agent Portal Smartphone or Web-based Apps

Agent-Portal-Smartphone-or-Web-based-Apps

The agent portal can be based on a smartphone application which is usually used on a tablet device (android tablets and iPad/apple tablets) or it can be a more traditional web-based application for the agents sitting at the counters. It depends upon the services and the arrangements for the service delivery.

Administration/Management Portal Smartphone App and Web-based App

Administration-Management-Portal-Smartphone-App-and-Web-based-App

For the administration or the management, there are multi-access level portals available in our Paperless Queue Management System. The management portal can be accessed through smartphone applications as well as from the web-based user interface. The portal basically provides real-time updates to the branch manager, area or regional managers and to the head office. The portal also provides a detailed reporting and statistical analysis in order to measure the efficiency of the system, agents and the service delivery approach. That kind of insight is very critical in taking future decisions to improve the overall performance of the organization.

Bluetooth Beacon Based Paperless Queuing

Bluetooth-Beacon-Based-Paperless-Queuing

The Bluetooth beacon-based paperless queuing is another excellent example of adopting the latest technologies in the queue management system industry. As the statistical data shows that most of the people who miss their announcement and queue were engaged with their mobile phones. So, the Bluetooth beacon-based paperless queuing is been introduced, this is another way to utilize the smartphones to aid the customer flow management systems and it also improves the customer journey. The hardware is a bit complex though but the system is very useful for different types of queues.

Linear Queuing

Linear-Queuing

Linear Queuing based solutions are the best example of paperless queue management systems. The complete system is built on the single principle, Simplicity! The customer flow in the linear queuing is based on first come first serve bases. Such systems are specific to a certain waiting area design and the needs of an organization. The cost is very low comparing to any other Queue Management System, but the efficiency is great.

Read More: Linear Queuing Queue Management System

Conclusion

Paperless Queue Management System can have either of the above-mentioned approach or even a combination of some of them or maybe all of them. As the requirements vary case to case so does the solution. That is the reason we are providing completely customized solutions for Queue Management Systems and other solutions. The customization can increase the efficiency and reduce the cost hence results in better ROI on any QMS system implementation. Want to know more about our products and services or have an enquiry? Please feel free to contact us through our Contact Us page.

Checkout: Queue Management System and Social Distancing

Queue Management System and Social Distancing

These days Social Distancing is mandatory at all public places or crowded areas, which can be easily enforced if we are using an appropriate queue management system. There are businesses and organizations who are using a completely customized queuing system for their customers and queue managements but enforcing social distancing is a bit difficult with an ordinary QMS. That is why we have innovated a completely new to the market solution for Social Distancing and Queue Management System.

Queue-Management-System-and-Social-Distancing

The Social Distancing Queue Management System is equipped with a very intelligent QMS program and a variety of hardware-based aids. The agent dashboard is upgraded along with the online signups and real-time updates of the active queues make it more suitable for enforcing the social distancing at the branch. The system is designed to be more flexible towards planned visits and management of the visitors to ensure social distancing.

Our Queue Management System is equipped with a smartphone application which provides real-time data and updates about the capacity of the branch, active queues at any given time, peak hours information and much more, which help the visitors to plan their visits ahead and schedule them as per their convenience, this helps to reduce the crowd in the waiting areas and lobbies.

The system also supports virtual queuing, which allows the visitors to sign-up online, from the smartphone app, QR Code, a call or an SMS. This also helps to maintain the number of visitors in the branch on any given point of time, to maintain a safe environment which ensures social distancing. The Social Distancing enabled Queue Management System also help agents to update the customers if any delay occurs or let them prepare the service ahead of time to minimize the visit duration of a customer. This also reduces the congestion at any time and as the visitors can get real-time updates for the capacity and a current number of people in the facility they can choose the best time to come, either they can wait at home/office or even in the parking lot before entering the building, which ensures the visitor will have to spend the possible minimum time in the branch during their visit.

The system is equipped with a very smart and intelligent software program which can automate the process to reduce the service delivery time. The system is capable of working on the semi-autonomous mode by following the protocols and configurations set by the administration. The branch manager or the area manager or the head-office can monitor all the activities in real-time and can also handle things from their respective point of authority if needed. This not only ensures the safety of the customers/visitors but also the safety of the staff.

The Social Distancing enabled Queue Management System not only help to implement the social distancing in the branch but it also helps businesses to not to compromise on the user journey and user experience, in fact, it improved the user experience to a great extent. The system is very flexible and the control panel of the software allows the administrator to configure the system as per their needs and requirements. Even after this whole scenario is over and the things will get normalized our Queue Management System can work as a normal queue management system the difference is its highly advance features and agent dashboard will let the businesses reduce the service delivery time by 30% to 50% in some cases and along with the planned visits, remote sign-ups, real-time updates and other features enhance the user experience to a significant level.

Checkout: How queue management system used in social distancing?

How queue management system used in social distancing?

How-queue-management-system-used-in-social-distancing

Social Distancing Queuing Systems are the queue management systems with advance software and hardware features to let businesses easily implement social distancing without effecting the customer journey and experience. The customer journey and their experience while visiting your branch can build or ruin a brand name in a matter of months. And on the other hand, implementing the social distancing to prevent the spread of COVID-19 or Corona Virus is critically important too. So, there should be a queue management system which enhances the customer journey and also ensures social distancing. This is why we have innovated the Social Distancing Queuing System which is built specifically to address this issue. Not only that, once the COVID-19 scenario is over the same system can work as a standard queue management system without requiring any upgrade/downgrade or modifications.

Contact-free Queue Management System & Solution for Social Distancing

The Contact-free Queue Management System & Solution for Social Distancing provides more control over the customers by various means of software and online services integrations. The system only allows customers whenever they are called to prevent crowded waiting areas and lobbies. The software is massively upgraded to provide more control and automated control for crowd management and active queue management. Here are some of the ingredients which can be used to achieve a semi-autonomous or fully autonomous contact-free queue management system for social distancing:

  1. Autonomous Crowd Control (Programmable)
  2. Automatic real-time load management and load balancing for active queue
  3. Upgraded Agent dashboard with advance control features
  4. Online check-ins and real-time updated for the customers via SMS/mobile applications
  5. Real-time updates for the branch manager and head-office management
  6. Audio-Visual Aids and Sign Displays
  7. Multi-lingual Ticket Calling
  8. Safe Distance Floor Markers for ensuring social distancing in the queues and throughout the premises
  9. A variety of Posts and Barriers to control the queue route
  10. Sign Posts and Poster Mounts to convey important messages to the customers and the staff

Online sign-ups via the website, SMS, call or the mobile application along with the real-time queue updates and status helps to enforce the social distancing and also ensures less time spent by the customers in the branch. The real-time updates are also for the branch managers and the head-office to let them monitor everything. Our Social Distancing Queue Management System &Solution automates most of the processes hence it doesn’t require more staff or doesn’t increase the workload of the agents, in fact, various test scenarios proved that the system is even more efficient and autonomous that it decreases the workload of the staff and agents at the branch. This also reduces the customer’s waiting time and improve their experience.

What about our existing queue management system?

Well, most of our solutions and products are built on a modular approach which means that if you are running an older version of RSI Queue Management System, it can be upgraded, even if you have a different brand, we may be able to re-use some or most of the component and the upgrade will going to cost you way too less then implementing a completely new system.

Do we have to decommission the social distancing queue management system after the corona crisis?

Absolutely No. As I have mentioned above, our contact-free or social distancing queue management system is just an enhanced or upgraded version of our standard queue management system &solution with some special add-ons and a slight variation of the hardware but with a huge software upgrade so, it can operate as a standard queuing management system without bearing any additional cost or any downgrade, all you need is to change the mode from the software settings. The new add-ons and the advance features will also help to improve the customer experience even operating in the standard queue management system mode as well.

Conclusion

Till date, the world is suffering from the consequences of this pandemic, and we still have no possible cure for it. As the economies worldwide are souring so we will have to find out a way to bypass this so we can move normally with our daily life. Although it could be hard we will have to act wisely. Such solutions and products are the contribution from IT innovating companies and with a collective effort from all, we can easily move forward. No matter we find the cure next month or next year, we will have to move on.

We always welcome comments and suggestion from our visitors so if you feel your suggestion can help us improve our products and services, please feel free to reach us out. For sales enquiries or further information about this solution, please visit our Contact Us page.

Checkout: 10 Innovative Web Design Tricks for business located in Dubai, UAE

Can a Queue Management System Improve Customer Experience?

Waiting is always a difficult and irritating task for anyone. Good customer experience can be achieved with an outstanding Queue Management System that can enhance customer perception. A properly managed queue system can benefit both the staff and customer alike. With technology, the Queue System in Dubai has seen many positive changes. There was a time when only moving the customers into and outside of the business was all that was cared about. But now that there are various other options, the Customer Experience is improved by many folds.

Queue-Management-System-Improve-Customer-Experience

Appointments and Scheduling

There are certain kinds of businesses which can help the queue system by allowing appointments and schedules that can be pre-booked online or through their call centres. This helps the customer create a connection with the business, gives better customer satisfaction and also helps with staff scheduling. Ultimately, there is an increase in revenue too.

Management of each individual case

When customers visit your business, it is not right to pass them onto the next person, where he/she has to repeat their whole story till they are sent to the right person who can deal with their problem. It is only the right kind of case management that can save a customer from this kind of ordeal. This can be done only when information is accurately captured and recorded so that it can be accessed when staff or representative needs it and accordingly helps the customer. Also, the past contacts can be recorded so the next representative can see the flow of the system.

Customer Flow System

Some businesses can do well with a self-service kiosk wherein the customer can line up in a virtual queue or an electronic queuing system. This allows them to help themselves or if not then the customers are asked a couple of questions which would determine what representative would be able to help them best.

Digital Media

When there are digital displays in the waiting area or queue area, it keeps the customer entertained while they are waiting. It also gives you an opportunity for selling. At grocery stores and other shops, the same system can be used to show the number of people waiting at each queue, which gives the customer the liberty to choose which queue he/she would like to join in.

Messaging

Who doesn’t have a smartphone these days? These smart-systems can also be used to enhance the customer experience. These can be used by a customer for booking appointments and also they can be texted in advance to let them know or as a reminder of their appointment. If the appointment system hasn’t been used, the organization can still send a message to the customer to inform them that they are the next to be served. This gives the customer enough time to continue to shop or browse around and gives you extra revenue.

These kinds of modern Queuing Systems can bring in enhanced customer experience and makes it more efficient for your employees and customers both. Customers would be given the feeling that their best interests are being taken care of. When you implement things that bring their waiting time down or make it easier for them to explain their case history, it makes them feel unique and appreciated. Employees also appreciate it as it means that it is more of a planned and organized scenario. All this ultimately leads to a better business scene.

Queue Management not only helps your business, but it brings it forward. It gives a modernized feel and can set you apart from other businesses with an atmosphere of forward-thinking. Enhancing customer experience can launch a business into the future and make it cutting edge.

Checkout: The Leading Queue Management System Provider in UAE

Features of an efficient Queue Management System

Features-of-efficient-Queue-Management-System

Any professional environment which faces customers needs to have a good Queue Management System in place. An effective Queuing System has quite a few obvious benefits and qualities. Let us have a look at what makes a successful Q management system –

The wait times are properly managed – A waiting line involves just that – ‘waiting”. Customers are most of the time willing to wait for certain things. While for other things they are not. A good queue management system has proper built-in management. Whether you use a manual counting process or whether you use an analytics technology related to footfall that monitors the customer wait and arrival times; a good queuing system would very rarely let a wait time go out of the acceptable range.

How the Queue Management System improves customer experience?

Customer experience is always most important – We all hate waiting even though it is very much part and parcel of our lives. Though come to think of it, more than the waiting, it is the experience while you wait that makes for a positive or negative experience. Hence a good queue management design is one which puts the customer’s experience first. It plays a very important part in the psychological workings of queuing. A good system in place would have the quality to address whatever issue matters to customers while they are taking time out and waiting.

Being fair – It is quite obvious and natural that long waits can cause a person to be irritated and annoyed. Hence, a good queue management system will follow the golden rule of fairness. This being said, there could be exceptions. Like in a doctor’s clinic, depending on emergencies or different treatment conditions, a particular patient might be seen while others have been waiting already. However, the reason for serving another customer needs to be communicated to the others clearly. In some places, where multiple lines are meant for same kind of services; a single queue might solve client frustrations as they know it is a purely first come and first serve policy in place.

Strong foundation – In a good Q management system the formation and structure of the queue in itself is well structured and planned and thus can hold the flow and ebb of customers. This means that the Queue management system design considers every little detail – like how wide should the line be so that shopping carts can be accommodated, how short or long are the lines during various times of the day, is the entrance and exit convenient, is it an easy system to follow and so on.

Transparent information – Whether it is for customers, or for the staff, the wait time is informative and transparent. When the customers are already aware of how long they would be required to wait, they would be less irritated or anxious about it. In the similar manner when the staff and management are aware of the wait times, they are able to meet the problem ahead of time and can solve it before the long wait spoils the customer’s experience.

Hence it can be said that it is waiting lines that can make a business successful or break it. A good queue management system pays attention to this problem and is designed in such a way that it keeps the timing to a minimum.

Checkout: Can a Queue Management System Improve Customer Experience?

Queue Management System for Union Coop

Dubai Union Coop acquired Queue Management System to shorten the queue time for their hundreds of daily customers. This will allow more freedom while the staff is taking care of the job simultaneously. The Union Coop in Dubai is the largest consumer cooperative in the country, having multiple branches, two malls, and two grocery chains with their network spread all over the UAE.

Union-Coop-Dubai

The Union Coop is also one of the pioneers of introducing the smart shopping innovations in the region. One can find each and everything from groceries & food, to electronics and household appliances in the Union Coop branches – which is why the daily footfall is huge. In order to make the queue shorter and to facilitate the customer the Union Coop acquired Queue Management from RSI Concepts, which is not just an ordinary queuing system but an intelligent mechanism to allow more freedom to the shoppers and also make the process easier and error free for the staff itself.

The RSI Concepts’ Queue Management System is mainly commissioned at the Meat and Fishery sections of the Dubai Union Coop. The customer can purchase item of their choice, handed it over to the staff for cleansing and can walk away to continue their shopping while once the staff is done cleaning, the customer is notified via available mediums to collect the item from the meat or fishery section of the mall. This eliminates a long waiting time in front of the meat and fishery areas and also prevent hustle created by rush.

The whole mechanism was designed to reduce the queue time and provide freedom to the shoppers to spend more time shopping rather than waiting in the long queues. The system also prevent all types of human errors and issues that may arise in the manual process. Everyone is getting the work done at their queue number so there are happy with the waiting and services provided with utmost care and speed.

Here are some words of our Project Manager Mr. ShehzadAsgher about the Queue System deployed:

“Truly this was a challenging project, as the task was to establish a system which will cater thousands of the customers by automating the most of the queue and waiting customers. The other important part was to make the Queue system fool proof. We have brainstormed in detail to establish a workable concept of queue management – and which provided fruitful results in a short span. It was wonderful to see our customer happy. At RSI Concepts we always eager to provide our customers with customized solutions to address the minute details of their problem.”

This was a challenging task, the system itself was not complicated but the logical part and the work flow concept was truly a remarkable achievement.

Checkout: Features of an efficient Queue Management System

Customer Feedback of Capital Health Screening Center

Customer-Feedback-of-Capital-Health-Screening-Center

Capital Health Screening Center is a medical testing facility for Visa Medical and other check-ups, operating in Abu Dhabi City, Musaffah and Al Ain region. The health center comes under the umbrella of Mubadala, a global investment giant having assets worth around AED 840 Billion. There is no need to comment about the quality of services provided at Capital Health Screening Center when we know that the parent company is Mubadala. The center is not only a visa medical testing facility but a full-fledged healthcare and medical check-ups are also undertaken.

Recently Capital Health Screening Center requested bids for a customer feedback system through a tender, for all the three branches located in Abu Dhabi City, Mussafah and the Al Ain. The estimated foot fall from all branches is around 3 to 4 thousand people per day. The Capital Health Screening Center is striving to improve their services by taking the feedback from their visitors. They were aiming to make the feedback process more appealing and simple so that more and more people will share their experiences and opinions with the management.

The reason why RSI Concepts successfully passed through the strict screening process of tender awarding is our previous experience and better understanding of the local cultural and moral norms along with meeting the criteria of technical and commercial part. We are well aware of the local and international quality standards. Above all we provide customized solutions to precisely address the customers’ needs without limiting them on anything.

The system proposed to the Capital Health Screening Center was a very simple and easy to use feedback system for both the visitors and the management staff. Our software is built on very strong and powerful base, along with all customized features to blend in with the existing systems, this capability plays the major role in our winning. We have already proved our technological advancements and capabilities to be superior to any of our competitors. RSI Concepts manufactures both hardware and software in the UAE which enables us to propose the best rates in the market.

The Customer Feedback System commissioned at Capital Health Screening Center consists of 5 feedback kiosk machines in total. The software application for the feedback is another marvel built by RSI Concept’s professional engineers and programmers. The software of customer feedback system allows the visitors to scan the barcode of their registration form and input the feedback in a few simple steps. The system will then do the statistical analysis and produce reports as per the pre-configured settings.The reporting engine allows generating customized reports, whenever required. This will help the management to evaluate the whole process and the public relation staff on the bases of their performance and behavior with the visitors.

Here is a statement of our Project Manager, Mr. Shehzad, who was given the responsibility to initiate, execute and implement the solution:

“It was a wonderful and quiet learned experience for me and my team to work side by side with the Capital Health Screening Center’s management and technical teams. The overall attitude was very professional and quit generous towards us. Which was a proof of the productive and friendly environment they are sustaining for their employees. No wonder, they stress so much on the customers happiness and strive for improving their services. I would love to work with the Capital Health Screening Center teams if I get another chance.”

Indeed those words were a mare reflection of the work ethics and professionalism we saw at the Capital Health Screening Center. That was not just us but the team at the health center was also very happy working with us. At RSI Concepts we always take care of our clients and always try to meet their expectations. We will look forward to getting more projects with the Capital Health Screening Center, Abu Dhabi and of course the Mubadala.

Checkout: Customer Feedback System For Oberoi Beach Resort

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