List of the top ten virtual queue management benefits, from customer identification to repurposing waiting rooms into revenue generating spaces.
A virtual queue management system implementation triggers efficiencies and a cascade of benefits across every facet of your organization. Here’s a list of the top 10 benefits of moving from in-person queues to a virtual queue management system.
The core purpose of implementing a virtual queue management system is to reduce waiting time for your customers. Remote queuing from anywhere (SMS, phone, social media, website, etc.) makes for a better customer experience and more efficient branch operations, since people arrive just in time for their scheduled appointment.
If your customers are coming just in time, and their wait times are reduced, it means smaller crowds in your branches, and you won’t be needing that much floor space anymore. It can be repurposed and used for revenue-generating activities such as more counters to serve customers, which in turn further reduces waiting times.
Implementing a virtual queuing solution and continuing to upgrade the customer experience will lead to a steady decrease in waiting time, and ultimately push your organization towards branchless operations.
Alternatively, you can reduce the branch size, with a smaller footprint leading to cost savings and leaner branch operations. Our data suggest potential for floor space reduction of up to 80%.
When you’re making use of a virtual queing solution, you have every customer’s identity right at the point of entry into the queue. This allows you to segment customers, providing personalized service, and target your marketing messaging and signage at each branch based on the services required and demographics of the customers you know are there.
The queue system provides real-time service-level agreement (SLA) breach alerts, which should send supervisors and branch heads racing to their centralized queue management dashboard for details, and allocate more resources as and when needed.
In fact, a virtual queuing system with multi-service queues will allow you to automatically add staff to specific functions based on branch SLA monitoring and live floor views that show the number of customers, average waiting times and other SLA metrics for each branch.
Whenever you consider adopting a new system or automation solution for your enterprise, one of the key concerns is how to integrate it with the rest of your existing IT infrastructure.
Our queue system API allows you to setup interconnected branches, integrate the software with your signage systems, kiosk management, CRM, core banking systems, healthcare information system, or government e-gov IT backbones.
Possibly the most valuable hidden benefit any organization gets from a virtual queue system are the comprehensive reporting and metrics possibilities.
Live floor view helps you track customer waiting times, the number of customers, individual staff, function and branch performance, and other KPIs. You can generate custom reports based on benchmarks such as branch vs group, branch vs target, average waiting times, SLA breach reports, etc.
With reports and customer data flowing into your servers from the queue system, you can manage all your branches from a command center. A virtual landscape server (VLS) empowers your IT to not just receive data, but also make quick decisions and implement centralized policy controls across all your branches.
Get capability for remote administration of queues, branch services and functions, real-time SLA alerts, and rapid deployment of new visuals by integrating the QMS with network display signage.
This is actually one of the core benefits of implementing a virtual queue management system, but in a different way. When a customer wants to enter the virtual queue of a branch, your system can calculate the waiting time for that customer at different branches based on location, the number of customers at the branch, and the service requested.
Based on this calculation, it’s possible to redirect customers to the nearest branch with less waiting times. Customers can furthermore delay, update or cancel their position in the queue if you provide user controllable tickets.
The queue sytem will enable you to offer personalized service to every customer at each branch. But when it comes to VIP customers, you need to set alerts that notify the right staff member or manager as soon as one of them enters a queue.
Perks that can be set for VIP customers include an advantage in time (eg: 30 minutes ahead of others) with random number tokens that don’t let the rest of the customers know that a VIP is breezing in and out while they’re waiting.
A queuing solution integrated with your kiosk management system can turn customer interactions into a marketing opportunity by personalizing the display screens. Provide responses to each customer in the local language or even their own language, based on the data you have on file.
The queue system can also intelligently direct a customer to the right queue based on the service needed, and their past history and needs.
Virtual queue management benefits are not just about better managing customers. Improving the customer experience is just as much about enabling employees and managers at each branch. For example, notifying them about customers who are on the way in helps them prepare for the meeting while providing fast and personalized service.
Services can be designed for each staff role, and consistent allocation of staff to a function for which they are qualified makes for better customer service. Multi-service queues where you know which staff member is capable of handling which services allows you to move customers to the queue where they have the least waiting time and best possible service.
By Neel PadmanabhanNovember 22nd, 2017 ·