Queue management is a critical part of the service-based industry especially with the acceleration of digital transformation and the promptness in online services, people no more want to wait in queues.
Businesses and organizations in the GCC are eagerly searching for smart solutions to improve their queue management due to the prolonged operations caused by human interactions, high number of population and customer flow specially during a high-season.
Therefore, the advanced high-tech features of the queue management system will help organizations expand their business by influencing a client’s journey and monitoring visitor flows.
Challenges
- Manual detection of queue skip overs
- Manual lines affecting customer experience
- No video evidence for the evaluation of queue jumps
- Manual data entry and analysis leading to inaccuracy
- Manual integration of customer satisfaction
Solution
The implemented solution comprises of the following:
- Customizable solution to streamline customer service flows using linear and virtual queuing models
- Smart and seamless queue flows
- Seamless and personalized customer experience
- End-to-end mobile queuing with sign-on (SSO) authentication and other robust in-app features
- Automated and interactive terminals
- Digital signage displays while waiting / automated notification and instant alerts / scheduled email notification
- Dynamic reporting and monitoring module, customizable, extended with scheduled report generation
- A satisfaction measurement tool using artificial intelligence to analyse facial and body expressions
- Cross-platform solution accessible on a website and on the mobile application
Benefits
- Keep queues organized
- Organize in-house staff more efficiently
- Improve conversion rates and reduce customer churn rate
- Understand customer behaviour and trends
- Access to actionable insights
- Eliminate business risks
- Maximize productivity, sales and customer satisfaction
- Manage the customer flow under the circumstances of a pandemic to control the number of customers allowed to be in queue and implement social distancing
