Business in Dubai and all around the UAE are struggling with their customer flow management. The service industry is literally investing billions on customer satisfaction solutions all around the world. The customer satisfaction and customer happiness is crucial for the survival of service based businesses. Here in UAE, the competition is high, customers have a lot of choices to choose from. If a business failed to deliver a delighted experience the customers will explore other possibilities. The waiting experience will impact the customers’ perception about your business. If the queues are too long, waiting time is high and the queues are not managed effectively, the customers will have a very bad experience. The customer experience drives customer happiness and satisfaction. The customer satisfaction is considered to be a key to customer loyalty. Every business needs loyal customers, acquiring a new customer is 5 to 25 times more expensive then selling to an existing customers. That is why the customer loyalty is a key to long term sustainable growth and profitability.
In this blog we will discuss how a queue management system facilitates queuing process and improve customer journey by helping in maximizing the efficiency of the processes and performance of the employees.
Queue Management System Automates the Virtual Queues
One of the biggest advantage of a queue management system is that it automates the queues. Actually it creates virtual queue, which means the customers don’t have to be physically present in a line. They can wait anywhere in the waiting area while their turn will come like they are standing in the waiting line. The customers are served on the bases of their queue number, which is also managed virtually. When a customer or visitor arrived at the business, they are asked to sign-up to the queue. Usually this is done via an interactive self-service kiosk. The customer are provided with an intuitive user interface which support multiple languages and allow customers to choose the service they need. Then the queue management system automatically issue them a ticket as per their number, and sign them up for the relevant queue virtually. They don’t have to stand in a waiting line, they can wait in the waiting areas or designated spaces. When their turn comes, the queue management system make announcement on the large display screens in the premises, and also on the audio announcement system.
The customers are only required to opt for the service they need, rest of the entire queuing process is managed by the queue management system automatically. This can significantly improve the efficiency of the branch. Without the queue management system the customers and visitors have to wait in long queues, which cause a lot of problems and management issues. The business will have to assign more staff for queue management, even the service agent will have to work harder to manage the manual queues and to solve the problems. The customers and visitors keep complaining about several issues such as line jumpers, slow moving queues, poor management by staff, or biased or favoritism of staff, etc. Another common problem is that people don’t know which queue they should stand, and most of the time due to lack of knowledge they end up in wrong queues, sometimes people tend to jump into the line which they think is moving fast and cause problems. All these issues can significantly deteriorate the performance and efficiency of the entire branch.
Queue Management System Reduce Staff’s Workload
When the staff is distracted in managing queues, or listening to customers complaints they can’t focus on their primary tasks hence their performance and efficiency declined. Especially during the peak hours, the staff gets engaged in unnecessary work, which further deteriorate their performance and efficiency. There are a lot of factors that also impact the efficiency, such as the customers’ waiting experience, the resources management strategy, the staff behavior, and even the conditions in the waiting areas will directly or indirectly impact the efficiency. When staff is working heavy workload their behavior, their performance and service quality got impacted negatively. A queue management system automates almost all steps of customer journey, it lift all unnecessary work from the employees, which means the employee have only the most important tasks to do and very less things to worry about. This let them focus more on their primary tasks. On top of that when customer reach to the counter while they had a good waiting experience they are more cooperative and understanding which also help service agents to improve customer experience and ensures maximum performance and efficiency.
Queue Management System Automates the Entire Customer Journey
The automation is a great way to improve efficiency and productivity. A queue management system is a very capable tool, it has ability to completely automate the entire customer journey while improving customer experience and reducing employee workload which helps maximizing the efficiency. Usually businesses offer multiple services and have multiple service counters. Some counters and agents are exclusive for certain services, and there are some priority customers too. Some businesses also have stepped services which require a customer to go to several counters to complete a single service delivery.All these variables make queue management a bit more complex and difficult for the human staff. However, a queue management system comes with a powerful software engine which allow businesses to customize a lot of configurations and help them effectively implement their strategies. A queue management system can effectively automates the entire customer journey, which means from checking it to reaching to the service counter, all steps are automatically managed. This improves the customers flow and maximize the operational efficiency of the branch.
Queue Management System Improves Customer Satisfaction and Reduces Customer Churn
The customer churn is one of the biggest problem for any service based business. The customer churn means a customer arrived at the business, but left without making a transaction/purchase. This is majorly due to long queues and longer waiting time. The customer satisfaction is also declined when your customers will have to wait longer and they have bad waiting experience. In order to solve all those problems, the queue management system automates the customer journey, which significantly reduce the customer wait time. It keep customer engaged with in-built tools such as audio-announcements, live queuing information and facilitating communication among customers and the business by mobile apps, customer portals and online channels. The reduction is waiting time have direct impact on customer churn, less wait time, very less customer churn rate. Enhanced waiting experience not only help reducing churn rate, but it also help obtaining customer satisfaction. Happy and satisfied customers are a great asset to any business. They tend to be a good brand advocate and usually much more tolerance to the bad experiences. They do repeated business and can significantly boost the profitability. Efficiency is not just a quantitative aspect of queuing but it is also a measure of qualitative aspects.
Queue Management System Provides Real-time Performance Monitoring and Management
The queue management system consists of a core application which is a server side software. This enable the queue management system to update all the data on the server in real-time. The queue management system comes with several interfaces and dashboards, such as customer interface (kiosk, mobile apps, online portals, WhatsApp, etc.) and different dashboards for different users from the business, such as agent dashboard, administrative dashboard, etc. These dashboards allow the business to build a complete administrative hierarchy as per their internal processes. That is not all the administrative dashboards also provide real-time queuing updates and performance data. The branch managers can monitor the complete queuing process in real-time. This enables them to quickly respond to unexpected situations, help them identify the bottlenecks, and let them take action in time to quickly solve problems and it also provide them full information about the workload of each employee which let them evenly distribute work in case of unexpected increased flux of customers. If more branches are connected to the queue management system then the head office can have same control and monitoring capabilities over all connected branches. Which help boosting the performance and efficiency.
Queue Management System Provide Valuable Business Intelligence Data
The business intelligence data is a very vague term, it include a wide spectrum of statistical and analytical data long with VoC (voice of customer) or customer feedback data. That data help businesses understand various aspect of their queuing and several other internal processes and help them identify the areas of improvement. The business intelligence data can also be used to evaluate and measure the effectiveness of the strategies and polices. A queue management system have capability to capture data at each and every touch point during the customer journey. For example, the queue management system is capable of monitoring and recording the time a customer spent at each stage or step of customer journey, regardless of the complexity of the customer journey. It records analytical data of customer flow and help businesses understand various trends such as peak hours, peak days, daily footfall, customer churn, etc. The queue management system can also effectively monitor and measure several employee performance KPIs (key performance indicators). Which help managers understand the strengths and weaknesses of the employee, the same data can also help HR and it can also be used to setup training programs.
The VoC or customer feedback is also a very valuable data. A queue management system have in-built tools to collect customer feedback data. There are several benefits of linking the customer feedback and the queue management system. The biggest advantage is that it help facilitating the feedback processes, it minimize the customer efforts in providing customer feedback and can identify them using internal integration with customer database and service delivery tools. Which not only make the customer feedback quicker for the customer but also provide valuable customer details along with their feedback. The customer feedback data help businesses understand the liking, disliking, preferences, desires, and needs of the customers and it also help understanding various market trends. On the bases of customer feedback data and other business intelligence data businesses can easily draw new customer centric policies and build strategies to maximize the efficiency and performance. The business intelligence data also help businesses in evaluating their policies and strategies and provide complete historical data which help them in comparing efficiency and several other analysis. Ultimately this help businesses gradually maximize the efficiency and performance of the branch.
Conclusion
The service industry’s biggest problem is the effective queue management and satisfactory customer experience. The customer satisfaction is always a top priority, which is impossible without effective queue management. A queue management system can help businesses dealing with these problems. It improve the queuing processes and also help improving the productivity and efficiency of the staff and relevant business processes. Queue management system can completely automate the customer journey which streamline customer flow. It significantly reduce the customer wait time and allow them to wait comfortably without physically standing in the waiting lines. It also eliminates all traditional queuing problems and reduce the employee workload. When employee work under balanced workload their performance improved and the quality of service is also improved. This also help maximizing the efficiency and customer satisfaction. The customer satisfaction is crucial for business growth and profitability. It is 5 to 25 times less expensive to sell to an existing customer than acquiring a new customer.
The queue management system help effectively implement strategies and polices. It also collect valuable business intelligence data which help businesses understand the customers’ needs, desires, and trends. Businesses can also evaluate their internal processes and strategies which help them built more effective queuing strategies. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject, or if you want us to help you deploying a cost-effective tailor-made queue management system to maximize the efficiency. Please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.
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