BlogsWhat is behind an advanced queue management system?
A lack of data, such as foot traffic, branch performance, and customer behavior, combined with random staff replacement, leads to poor managerial decisions and increases costs.
This is why you need to rely on accurate information to boost productivity and maintain a competitive advantage. Hence, an advanced queue management system applies.
But how can a queue management system help elevate your organization’s performance? And what is the hidden side of an advanced queue management system? This is what we will be talking about in this article.
What is behind an advanced queue management system?
Are you struggling to keep up with the demands of a fast-paced business world? Are you looking for ways to improve productivity and boost performance? One solution to consider is an advanced queue management system.
Besides organizing queues via token kiosks and digital signage, an advanced queuing system offers your organization’s branch managers and service employees other advanced functionalities to take your performance to the next level.
The queuing solution can be equipped with special software for both managers and employees, allowing them to streamline between all customers, whether pre-booked or walk-ins, monitor branches and employees' performance in real-time, allocate employees on counters properly, and more, ensuring less waiting time and a seamless customer journey.
Let’s take a look at these functionalities in more detail.
How can an advanced queue management system help your business?
For employees, it can empower them to:
- Control the queues.
- Retrieve customer information.
- Introduce cross-selling opportunities.
- Forward customers to a different counter or service.
- Chat with the manager for advice and support.
- Monitor self-performance to enhance performance.
- View statistics about service queues and waiting customers.
For branch managers, it can empower them to:
- Have a real-time view of the branch status.
- View historical performance reports about the branch and employees.
- Monitor the status of each counter, and allocate services to counters according to need.
- Have direct communication with employees through chatting.
- Create insightful strategies and plans with the help of the BI reports.
By empowering employees with these advanced functionalities, an advanced queue management system can help organizations to improve customer service and increase employee productivity. With the help of a queue management system, employees can work more efficiently and effectively, resulting in a better customer experience and increased business success.
But that's not all.
An advanced queuing system can be integrated with a Business Intelligence tool (BI) that improves both the customer experience and the branch operations as follows:
How does it improve the customer experience?
- Tracking customer behaviors to provide a better customer journey.
- Tracking and analyzing customer trends to provide a personalized customer experience.
- Integrating a customer feedback system to assess customer satisfaction and ensure loyal customers.
And how does it improve branch operations?
- Identifying any pain points, bottlenecks, and inefficiencies in your organization in order to streamline and refine your business operations, which results in better productivity and performance.
- Increasing cross-selling opportunities, by understanding your customers’ preferences and demand trends.
- Making insightful decisions based on BI analytics and reports.
Real -Life Examples of Smart Queue Management in Action
To provide a better understanding of the impact of smart queue management systems, here are some real-life case studies:
1. A leading bank in Ghana implemented a smart queue management system, gaining a 360 degree real-time monitoring and control of branches centrally, which resulted in an increase in customer satisfaction and cross-selling opportunities (Stanbic Bank case study).
2. A renowned bank in Bosnia and Herzegovina installed an advanced queue management system, resulting in a noticeable increase in efficiency and better brand image. The bank also reported a decrease in customer complaints (Raiffeisen Bank case study).
Boost Efficiency with SEDCO’s advanced queue management system that is powered by advanced BI functionalities
SEDCO’s advanced queuing system transforms the customer journey at every possible touchpoint. The system streamlines the process between walk-ins and pre-booked customers to ensure a seamless customer experience.
From an operational perspective, SEDCO’s queue management solution has multiple software to complement each job level in the branch for efficient overall branch operations.
Additionally, SEDCO’s business intelligence system is integrated at every interaction point with your customers, giving you all the information you need to transform your organization across all of your channels. SEDCO’s interactive dashboards analyze organizational data interactively and intuitively to obtain all necessary business insights and comprehend the organization's performance, compliance with standards, growth, bottlenecks, and staff utilization, empowering managers to make data-driven decisions.
Contact us today to help you boost your organization’s performance and enhance the customers’ experiences.