Discover why queue management systems are vital to improving productivity, turnover and more.
Queues can be frustrating for your customers, but if managed well they can be an opportunity to engage people and reflect a positive business image. Rather than simply letting people stand in line, why not be proactive and look at the ways in which you can improve the experience? Let’s take a look at just what queue management is and the types of queue management systems available.
Discover LamasaTech‘s ultimate guide to queue management systems for retail shops, restaurants and more.
What is a queue management system?
Queues are lines of people waiting for a to be served in a retail shop or restaurant. They occur when there are less service points available than the people waiting. Queues may be structured, where there are fixed lines, or they may be more unstructured. People may be required to sign in or they might be given a numbered ticket from a kiosk to wait their turn, or the order in which they are seen may depend upon them simply getting to the front of the physical line. There may be physical barriers.
A queue management system is aimed at making the queueing process more ordered, efficient and streamlined, and in the best case scenario eliminating the the need for queuing altogether. It does this by managing and analysing the flow of people, looking at the number of customers (which may be known and limited, or unknown and unlimited), method of arrival (for example, how many people arrive together, the time at which they arrive), service mechanism (for example, how many servers and how many queues) and queue characteristics (which incorporates customer behaviour and the order in which customers are served, which might be first come first served or on an alternative priority basis).
British people spend 18 hours a year queueing, so it’s easy to see that queues can become a source of frustration in everyday life. Managing the process benefits everyone, staff and customers alike. Ultimately queue management systems have the same goals, which include to improve efficiency, enhance customer service and reduce costs. But the type of queue management system you want to opt for depends on various factors, as different techniques may be more appropriate for certain types of queue than others. More on these factors below.
Ease of use
Any system aimed at making a process more efficient itself needs to be easy to use and implement. Queue management systems may sound complex but in practice they are simple to implement. You don’t have to worry about setting up the system yourself and it can be installed easily. Moreover queue management systems are easy to use.
You can simply log into the system and from a single point you can access all the data you require. Ease of use and an intuitive interface means that the benefits of the system can be seen straightaway and it requires little technical knowledge. But to really take advantage of everything a queue management system can offer you need to make it a complete and integrated part of your business.
Pricing
Queue management systems, like all business acquisitions, are in all likelihood due to budget constraints. Clear pricing means that you don’t need to worry when it comes to purchasing your queue management system. Of course the benefits of a more efficient and streamlined queueing process will be rewarded in terms of improved customer service, brand image and customer loyalty.
Available options
There are different queue management systems available depending on the type of business and queues involved. They range from complex systems designed for improving customer flow and customer service in large institutions such as healthcare settings, banks and government institutions to simple systems designed for use with small businesses that have a single ticketed queue. In between are various systems for dealing with more or less complex queueing formations.
At LamasaTech we are committed to finding technological solutions to your business needs. If you want to find out more about how a queue management system can improve your customer service and boost productivity then contact a member of our expert team for a consultation today.
