Queue Management- QMS

THE GUIDE TO QUEUE MANAGEMENT SYSTEMS

• Decrease actual waiting time by better time management and resource allocation

  A queuing system helps you manage and divide your customer flows into various queues for faster assistance and allocate needed resources efficiently and more accurately while helping you streamline the entire customer journey across the different interactive touchpoints.

• Reduce customer uncertainty with notifications and messaging

  With a queue management system, customers can get SMS or email notifications with reminders of their appointments, information about how to prepare for their appointments, and use self-service kiosks or virtual check-in links to announce their arrival for their appointments.

• Keep customers entertained with media solutions in the waiting area

  Integrating media displays with a queue management system will help keep the waiting customer entertained and informed, which in turn decreases their perceived waiting time. Furthermore, as the customers are entertained, time moves faster and helps leave a positive waiting experience.

• Allow customers to wait wherever they prefer with a mobile ticket

  With advanced queue management systems, it is possible to introduce the option of getting a mobile ticket instead of a physical one to your customers and tend to more preferences.

• Enable staff planning and increase staff mobility

  Gathering real-time data on staff performance and visitor volumes with a queue management system can facilitate managers to do efficiently plan staff resources and request more for more if sudden increases in customer volumes occur.

• Match the right staff competence to each customer case

  With queue management software, businesses can segment customers into different service lines so that the customer requests are matched with the most competent staff members with relevant expertise to assist with the customers’ cases.

• Identify bottlenecks and improve operations

  Gathering data throughout the customer journey, such as service times and waiting times, gives you a complete overview of your current service performance.