No matter where we’re from, no one likes to have their time wasted. Majority of us is not fond of waiting in lines… but fear no more because we have a way to preserve some of our precious time!
IT systems have entered our lives and our businesses for good. In many cases, they have been developed specifically to answer the most crucial issues that help us make life easier. Queue management systems can be a perfect example here. Technology came in to organise the work of offices and businesses that must rely on serving a number of people on at a time.
What is a queue management system?
To put it short, it is a customizable software which is used to control the flow of customers or visitors.
There are usually 3 layers of such systems:
Input channels – these are the many ways you can make your appointment to the office or business of your choice: online, telephone, through on-site ticket distribution.
The “Calendar layer” – is where the data from all the channels are stored and can be accessed. People trying to make an appointment online must have the right info about availability. That should also be true in the case of a receptionist answering a call with an appointment request.
Analysis – this is the most important part of managing the workflow: All the information about how many appointments have been made for a given date? What are the issues that you clients are bringing in? How many employees do you need behind the desks to manage that customer flow swiftly? What specialities (if any) you need to include?
Don’t be fooled by a first glance – a professional queue management system is much more than just running a digital calendar. A well-made system will allow you not only to manage the flow of customers but also to manage the workload of your employees any given day. Modern systems are running an algorithm that keeps statistical information about how long visits last and automatically gives you feedback that you need to optimise your work and customers’ experience with your business.
Isn’t that kind of system only for big businesses?
Although it may seem complicated, it’s really not. There is one more thing: adaptability and scalability. A well-designed system is a modular one. This means you can select the most important elements for your business as it stands today, cutting it down if needed or scaling up if necessary.
Most importantly, the system must have the potential to grow with your business. This is where the modular build comes to play. If the system is well designed, you can start small and simple and develop into a full-scale system with a rapid module upgrade at the right time.
Lack of modularity will eventually lead to a situation where your system will be overwhelmed and instead of upgrading it, you will need to entirely replace it. That in turn could mean substantive investment and a halt in your business.
Why would you even bother?
As described above, a good queue management system will help you set up the rhythm of your business in a way that you make the most profit and your customers leave with a smile. If one would point one the main advantages of running a queue management system, they would be:
● Increased customer satisfaction and revisit rates (customer loyalty) by eliminating unnecessary waiting time;
● Increased effectiveness of your staff as they can prepare for customers’ visits in advance, their workflow is optimised in terms of performance possibilities;
● Reduces waiting time and eliminates negative customer experience;
● Optimisation of asset use and employee time: Minimises the risk of shortage or waste of resources. Allows you to see exactly how many employees you need on a given day to handle the workload swiftly;
● In the time of COVID – reduces unnecessary human interactions;
● Increases the revenue of your business because of the workflow optimisation;
● Most importantly, an intelligent system can be easily adapted to the size of your business and scale up as it grows.
How does it actually work?
The client-facing part of the system can be web-based, mobile-based and can be easily integrated with your existing social media platforms – Facebook fan page, Instagram account and others. Most importantly, it can (and should) integrate several among the mentioned channels. Your customers have the ability to book their appointment in advance with the use of an interactive calendar, and once the booking is made – they receive a “ticket” in a form of a text message or email confirmation.
What is great about the system is the fact that they can book appointments 24/7, independently of the opening hours of your business. The queue management system can be integrated with interactive kiosks and other systems, which will increase the safety of the facility – like iS Gate or any access control system. This way, you can be sure that the person entering your office is the one that made the appointment and does not show COVID-related symptoms.
Who could make use of such a system?
As mentioned above, the system is customizable and can be applied to the particular needs of a business facility. However, it is used widely in facilities dealing with: retail, banks, healthcare, educational, and government offices.
If you wish to increase the effectiveness of your office or business and improve customer satisfaction at the same time, do not hesitate and start 2021 with our system – iS Queue.