Enterprise queue management system

Customers are the most key component for organization. Specially, for the service oriented organization including Government, customers visit their service centers for different reasons. Managing the customer flow process by one-stop service centers is critical to keep the service quality. Effective customer flow depends on the customers, who should have clear options and convenient, timely access to services that lead to positive results and high customer satisfaction.

 

Typically, the service centers frequently face the problem of undisciplined queues; causing tension and stress among both customers and employees which result in efficiency decline. Special service desks remain mostly under-utilized. Customers take back the impression based from the experience of service quality at the service center. While customers & employees remain unhappy; management has not enough data to improve customer service & the human resources.

 

Device based queue management system has introduced few decades ago to improve from barrier based queue system by several companies. Pre-printed tokens or button based token dispenser with calling terminals are primarily hardware based queue system. It got popularity because of quick deployment solution at that time. However, over times, the management could not obtained data for analyzing the queue in this system. Some of the device based companies improved with some reports, but it was not enough.

 

With the advancement in IT, lots of companies have come forward to overcome the shortage of data analytical demand from a queue management system. Software based queue system prefers touch based token dispenser to capture customer visit type selection and place the undisciplined queue in virtual queue. System defines the token to route to the available counters based on customers’ selected service. The concept of digital signage has also began to open new dimension in queue management system. The managers become enabled to view data on waiting customers and the operation team can work on data to optimize the resources for improvement.

 

This has revolution in queue system. With the regular launching of new digital devices, the importance of customer relation management (CRM) in business and involvement of different department for their own needs have expanded the expectations from queue system. The improvement of network connectivity with low cost, the organizations are exploring for deployment of centralized computerized queue management system suitable as enterprise grade solution. Computerized queue management system is becoming a part of IT projects within organizations for taking initiative to use their existing hardware and database to reduce the cost of investment, taking leverage of using internal network connectivity within the branches for central system management and reporting on the customer flow data.

 

Today, the entire queue management has become parameter based configuration on web platform where it can be done based on individual branches. The service desk access the token using browser based soft keypad instead of device. Features like service pledge management, promotion management, appointment management including by call center operation, branch management console, customer segmentation management, priority management, language management, customer interface menu management, SMS management have given organizations much dynamism to improve their queue system with other corporate strategies by different department. The integration of database with BI tools has opened enormous opportunities in analysis.

 

Dimensions in queue management has not come to stable rather the demands from business users are coming. It is expected that there will be consolidation of different workflow systems with queue management as it is the primary interface with customers.