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Solution Spotlight & News

SMART QUEUE - QUEUE MANAGEMENT SYSTEM
By Vmedia
May 27, 2009

SMARTQUEUE - Integrated Multimedia Queue Management System

In a world where customer service is imperative for all businesses to function, a poor congestion of queues is the last thing needed for effective business transactions. An unplanned influx of customers without adequate service not only creates customer frustration but create inefficiency within the work place.  This unpredictability is often too late to handle.

Queue congestion can lead to low customer satisfaction, longer waiting periods, poor brand image and walk-off, effecting customer loyalty issues.

Yet, hiring additional employees can reduce productivity, staff boredom and reduce profitability.

SMARTQUEUETM is a major breakthrough in customer queue management. The queuing system is designed not only as a tool to solve queue congestion. SMARTQUEUETM allows for faster organisation of queuing and customer service by allowing customers to take a ticket. Customers no longer have to stand in a line waiting for their turn to be served, yet they can sit comfortably in a sitting area while viewing SMARTQUEUETM multimedia display, without having to worry if they miss their turn.

SMARTQUEUETM queuing solution is different to other ticketing systems. The SMARTQUEUETM not only allows for a more effective customer service, but it analyses daily customer service transactions for an improved company performance. This is achieved through the advance technology of reporting functions (KPI).

SMARTQUEUETM is the ultimate ticketing solution to manage customer flows. SMARTQUEUETM allows customers to be served by the appropriate staff in timely manner whilst minimising customer's perception of wait-time through advertising or entertainment media. The easy-to-use queuing system improves customer satisfaction and staff performance with a comprehensive reporting system allowing management to review Key Performance Indicators (KPI) for an improved service.

This queue management systems / ticketing system are currently installed in St. George Banks, Canberra Imaging Group (CIG), Nokia Care Centres and Australian Post Redfern.

 

How it Works 

SMARTQUEUETM is a customer queuing solution that works by eliminating the need for customers to stand in a line. SMARTQUEUETM is motivated towards a better customer flow without disturbing basic retail or banking transactions whilst maximising customer satisfaction.

User Interaction Waiting Area Service Manage Performance

1. User Interaction

Upon entering the premise, the customer is greeted by the touch screen ticketing system, takes a ticket and automatically enlists the customer into the queuing list.

At this stage, customer needs can be pre-determined. When a customer selects a transaction, the service provider can send the appropriate staff (with the correct level of expertise) to attend the customer. This result in a more effective customer service, recognising customer needs before the actual transaction. The customer will then be directed to the waiting area.

Customers can also be asked to enter their transaction or personal details for a faster process of transaction. Entering this data will be useful as staff are equipped with their customer details for a more efficient customer service.

2. Waiting Area

After service selections, most often the customer will be asked to wait in a provided area, or to browse around the service provider's premises. The multimedia display makes waiting a more comfortable experience for customers as they can watch marketing, informational and entertainment materials through the display monitors.

Customers are more aware of services that are provided which can lead to greater sales for the service provider. This effect reduces customer's perception of waiting time, which leads to happier, more receptive customers.

3. Service

If customer details are entered during the service selection process, staffs at the service provider (both at the front, or back counters) can start any preparations before the customer arrives at the counter. This may include customer's previous transactions, enquiries and etc.

At this stage, counter staffs can monitor their performance through a threshold function installed at their counter computers. Customer waiting times and staff serving times is recorded in real-time format. This function encourages staff to work more efficiently for a faster customer service.

4. Manage Performance

All front counter activities are recorded in the system administration module installed at the back office. Reports can be generated for branch managers to analyse their branch performances. This includes customer behaviour, waiting times, serving times as well as peak times at the premise. Branch managers can now organise their human resources and staff rostering through analysing transaction reports. Branch managers can also recognise additional training and support required to prevent organisational inefficiencies. 

A centralised branch report can be generated if SMARTQUEUETM is installed in all branches. All data can be generated based on trend analysis, to provide a branch to branch comparison. This is extremely handy for top managements to analyse their branch performances.