The core purpose of implementing a virtual queue management system is to provide reduced waiting times for your customers through remote queuing from anywhere (SMS, phone, social media, website, etc.). It makes for a better customer experience through more efficient branch operations.
But that’s just the tip of the iceberg. If you opt for a virtual QMS implementation, it triggers efficiencies and a cascade of hidden benefits across every facet of your organization.
1. Repurpose floor space
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 QMS 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%.
2. Marketing benefits
When you’re using a virtual QMS, you have every customer’s identity right at the point of entry into the queue. This complete database allows you to segment customers, providing personalized service (see below), and targeted marketing messaging and signage at each branch based on the demographics of the customers you know are there.
So if you are showing integrated messaging on the in-branch kiosks, display screens, and on the customer’s email and mobile, some of them may express interest. Your branch manager and sales team can reach out to them there itself, while they’re in the branch.
3. Branch SLA monitoring
Knowing who your customers also help improve service through an instant on-site response at the branch. Your QMS will provide real-time service-level agreement (SLA) breach alerts, which should send the supervisors and branch heads racing to see what the holdup is about, and allocate more resources as and when needed.
In fact, a virtual QMS 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.
4. QMS integration with kiosks, digital signage, CRM and other systems
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.
A virtual QMS with an open API allows you to setup Interconnected branches, integrate the QMS with your signage systems, kiosk management, CRM and main IT backbones such as core banking, healthcare management system, or government e-service.
5. Comprehensive reporting
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.
6. Centralized management
With QMS reports and data flowing into your servers, you can manage all your branches from a command centre. 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.
7. Load management
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.
8. VIP handling
The QMS 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.
9. Personalized responses
A virtual QMS 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 QMS can also intelligently direct a customer to the right queue based on the service needed, and their past history and needs.
10. Improve staff efficiency
QMS is not just about 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.