As businesses grow and expand, managing customer flow and waiting times can become increasingly challenging. Whether visiting a hospital, a government institution, or a bank, customers often have to wait in long queues, which can be frustrating and affect their overall experience. Businesses can overcome those challenges and optimise their operations by implementing a Queue Management System (QMS).
What is a Queue Management System?
A Queue Management System is a software-based solution that automates the process of managing customer queues. It comprises various tools and features that go beyond just managing queues and can provide significant benefits to businesses and service providers. The system can be customised to meet the specific needs of different businesses and can be integrated with other systems to create a seamless customer journey.
Why Should Businesses Implement a Queue Management System?
One of the primary benefits of a Queue Management System is that it simplifies customer journey and streamlines customer flow. Customers can access real-time updates on wait times and receive notifications when it is their turn to be served. It not only improves the customer experience but also eliminates bottlenecks and reduces wait times, which can lead to increased sales and revenue.
Another advantage of a Queue Management System is that it improves staff efficiency. The system automates many tasks, such as customer check-in and appointment scheduling, freeing staff to focus on more important tasks, such as providing excellent customer service. By streamlining processes and reducing manual tasks, businesses can also reduce staffing costs and improve productivity. A Queue Management System also collects valuable data and statistics, such as serving time, wait time, staff performance, etc. Those data can be used to identify areas of improvement and help businesses make data-driven decisions.
Introducing SMARTQUEUE®: A Queue Management System that Businesses Have Been Looking for
If you are interested in implementing a queue management system, Business Smart Solutions (BSS) has got you covered. BSS offers an omnichannel queue management system called SMARTQUEUE®. This system is designed and developed with cutting-edge technology to streamline customer flow and boost customer experience.
One of SMARTQUEUE®‘s key features is a range of customer check-in options. These options include virtual queueing, self-service ticketing kiosks, and concierge services. This flexibility enables customers to choose the check-in method that best suits their needs, minimising queue congestion and bottlenecks for a better experience. Additionally, SMARTQUEUE®‘s virtual queue enables customers to access important information on their mobile devices after checking in, including their current queue status, the number of people ahead of them, and the estimated waiting time.
Another key feature of SMARTQUEUE® is virtual caller, a web-based customer-calling module that enables businesses to transfer customers from one service or touchpoint to the next seamlessly. Furthermore, SMARTQUEUE® also features a business intelligence tool that generates vital data and statistics, such as waiting and serving time, customer volume, service quality, and staff performance. This tool enables businesses to identify areas of improvement, allowing them to take necessary steps to enhance their services for customers.
SMARTQUEUE® also has additional modules that businesses can choose whether to implement. One of these modules is SMARTAPPOINTMENT. This appointment booking module enables customers to schedule appointments ahead of time through their own mobile devices, which will bring convenience and a positive experience. Another additional module that SMARTQUEUE® offers is SMS notification. With this module, SMS notifications will be sent to customers when their turn is nearly due, allowing them to wait elsewhere or do something else while waiting. This module is beneficial not only for the customers but also for businesses as it can help reduce the no-show rate and enhance customer experience.
Find out more about SMARTQUEUE® by clicking here or reaching us at info@bss.com.au.
