Queue management is a set of processes that help you organize and control your customers' waiting experience. A queue management system is a solution to improve customer service. It helps you create a solution to improve customer service and optimize your staff.
The system was created to improve the customer service process. When the customer receives their queue number, it informs the customer about where they are in the queue.
The system saves all data that you can analyze later:
- Number of customers
- Answer time
- Service time per department
- Employee's working time
- Number of dissatisfied customers (those who left before the service was provided)
Queue management and perceived waiting time
The goal of queue management is to minimize not only the time customers actually wait, but also the time they feel they are waiting. This is called perceived waiting time and is much more important than the waiting time itself.
People often feel that they are waiting in a queue for longer than they actually are. When the queue is long, people think they will have to wait a long time, even if the queue moves quickly. If your lobby or waiting area is crowded or disorganized, it has the same negative effect.
If your customers' perceived time is too long, those with a choice will leave. Customers who don't have the option to leave may become frustrated, which affects your employees and customer satisfaction. Either way, long waiting times and inefficient queues hurt your business. The most effective solution to avoid such a situation is to use queue management systems (queue management systems).
How to Choose a Queue Management System?
There is no downside to implementing a digital queuing system in your business, but each system has its own pros and cons. If you decide that a queue or shift management system is ideal for your business, you will have several options.
Here are some considerations to help you narrow down the options to choose the right one:
Sectoral Experience
A sales business has different queue management needs than a healthcare or educational institution. Your queue management provider should have experience in your industry. A reliable provider should be able to tell you what kind of system is needed for different types of businesses.
Customized Systems
Every brand has a unique identity. Queue management systems designed in line with the brand identity of businesses offer a better customer experience and strengthen the image of the brand. In addition, queue management systems with different features may be required based on the needs of businesses. It is important that the supplier company in the field of queue management kiosks is competent in all these processes.
Affordable Costs
A good queue management system will help you get back much more than you invest in the long run. But not everyone has an unlimited budget and queue management systems can be expensive. They range from simple to complex and of course the initial cost of the system increases accordingly.
If you want a more robust system but are on a budget, look for solutions that allow you to start with the basics and then add functionality as your budget allows.
Information Technology Infrastructure
Will you need to invest in hardware to support your queue management system? Some are cloud-based, while others require more IT infrastructure.
Fast Integration
Do you need a queue management system to integrate with the software you are already using (such as CMS or electronic health record)?
User Experience
Some systems require more training than others. Other systems have a smaller learning curve. Do you have the time and ability to train your staff appropriately?
A queue management system can help you streamline every step of the customer journey. By organizing and managing your business queues, you can eliminate waiting times where possible and make waiting less inconvenient for customers where immediate service is not possible. Creating better experiences for your customers is made easy with a queue management system that works for your business.
We Offer Simple and Effective Solutions!
As an engineering and R&D organization, EMSE's standard products include queue management systems, kiosks, electronic message boards, nurse call systems and digital information displays. EMSE's call systems services include some of Turkey's largest banks and institutions such as İşkur, Ziraat Bank, Halkbank, Şekerbank, Vakıfbank, Anadolubank, Türk Telekom, Vakıf Katılım Bank, Ziraat Katılım Bank.
We have developed innovative solutions for corporate businesses (banks, hospitals, municipalities...) that want to improve customer experience, make the customer journey more comfortable and simplify queue management. We are the market leader in the field of queue call systems in Turkey with 40 years of experience and expertise with a fast, practical and result-oriented approach.
Contact us to get a quote and learn more about how queue management solutions can add value to your business!