A major hindrance to the productivity of any organisation is the inefficient delivery of services due to a lack of proper queue management. It may not seem like much of a problem, but the confusion and waste of time caused by improper queueing really has an impact on productivity and profits. Without a proper system of management, a crowded service area leads to chaos and disorder. This is frustrating for both the organisation as well as the people who are using the services. Mismanaged queues lead to time-consuming waits which are frustrating and costly for all parties involved.
However, over the years, intelligent solutions for queue management have been developed which can be applied to any kind of organisation. One of which is a Queue Management System, which streamlines queueing procedures by using an electronic tracker on a mobile app. With this mobile app, one just simply registers and can attend to other matters while the queue system runs down the queue for those ahead of him. And when it is about time for his turn, a reminder can be set to notify the user.
One company that is at the forefront of this technology is ATT Systems, and they are renowned in the industry for their Queue Management Software used in waiting rooms of many institutions. Their software is also compatible with third-party software, and this flexibility allows for a wide range of integration.
Queue management software
So, what is a queue management software?
Intelligent queue management solutions involve a well-designed application of IT to help organisations deliver smooth service and to ensure that customers are satisfied and their needs dealt with in a timely fashion. Be it in hospitals, banks, government offices or private organisations, technology can be tailored and applied in such a way that customer service is managed efficiently. A successful blend of software, hardware and the internet is created to provide solutions such as:
– Scheduling of appointments through the internet by customers at a time convenient for them.
– Customer request terminals (web-based) that let customers do their registration and issue/re-issue queue tickets for appointments.
– Buzzer devices that can send alerts to customers wirelessly.
– Kiosks that hold customer information, easily accessible by both the organisation as well as the customers themselves. Customers can operate the kiosks themselves to get information and direction easily and it also saves time during transactions.
– Room displays showing real-time queue numbers.
– Media display along with queue numbers so as to maximise its use.
– LED/LCD display and interface for clear communication and ease of use. These are customisable according to the requirements of the organisation or company at both ends, i.e., for the service staff as well as for customers.
And as Kirill Tšernov puts it,
“Queue management is a modern, digital-based queuing solution that operates on a different level than simple crowd management tools.
They provide customers with a sense of agency, as they sign themselves up for services using self-service kiosks — interactive terminals placed at points of high foot traffic.
After signing up, a customer needs to look at the screen which provides relevant stats: your place in a queue, the number of people before you, the service point you need to go to, etc.
With clear instructions and text message notifications, the queuing process is faster than ever. The checkouts are efficient, waiting time is reduced, and shopping experience is greatly improved.”
Read more here.
When deciding to switch to new technologies, there are bound to be cons incurred. Some include, inconvenience to staff in having to familiarise with new systems, manpower to maintain and troubleshoot the system, and also people to guide customers on how to use the system. Despite these cons, it is highly recommended to switch to high-tech systems as development is an inevitable phenomenon, and sooner or later other institutions or competitors will be using it as well. So why not make the switch up and gain the benefits first?
Next, Global Access will mention the pros of having such a system.
• Helps regulate end of queue
• Directional signage that can be updated at any time
• Customer engagement through video based messages
• Display of marketing or security messages
• Integrated multi-queuing systems
• Monitoring of staff productivity
• Improve queue efficiency
• Built in supervisory call function
• Built in panic alerts
• Supervisor SMS escalation alert
• Queue Layouts can be dynamically updated through the management console
Read more here.
Queue management is definitely a system that you should look into if you are looking to develop a better crowd-control system than using barricades and employing crowd marshalls. Both of which incur short term costs, whereas a Queue management system only requires a one off cost and can be used for the long run. You should definitely consider one for your business if you are serious about streamlining large visitor volumes.