As the name suggests, queue management systems are designed to organize long lines. These are a necessity in public service areas that attract large crowds during peak hours. E.g. Banks, Hospitals, fast food restaurants, etc.
What is Queue Management Systems?
A queue management (QM) system also includes a combination of tools and self-contained systems, to effectively assess and resolve the influx of people at a location in real-time.
Here, queues can be of 2 types:
- Unstructured queues: These lines are versatile and hence tend to fluctuate in volume. E.g. Taxi lanes, ATM lines, etc.
- Structured queues: These tend to exhibit a specific pattern, based on attributes such as customer behavior, business location, establishment type, etc. E.g. Airport checking lines, supermarket checkout lines, fast food restaurants, etc.
As the present Covid-19 pandemic progresses, there has been an increasing need for queue management systems in public service industries, especially to facilitate appropriate social distancing guidelines. But even outside this scenario, a good QM system can be an undeniable asset to an establishment, making queue dispersal a quick, effective, and seamless affair.
Here are the top pros and cons of using a queue management system for your business.
PROS
Superior Customer Service
No paying customer enjoys long wait times. People have a high degree of intolerance to waiting, even if they’re on the phone within the comfort of their homes. (Like customer support calls). So a business without an effective QM system can become susceptible to driving away its customers… possibly to its closest competitors!
By design, QM systems empower a business with a well-structured data and information workflow. The data can be mined to gather critical insights on customer behavior, buying patterns, industry trends, etc. The information can be translated into a network of improvised solutions, with decentralized tasks to adapt to changing customer needs.
Also, when such a system has access to optimized workflow routes for providing a particular product/ service, it is able to determine the wait time with higher accuracy. This in turn opens up the possibility of introducing virtual queuing solutions during estimated peak times.
With this, queue management systems help to significantly accelerate processing times and reducing wait times. They all come together to provide a seamless customer experience, improving both the credibility and reliability of the associated business. This is a win for both physical and digital establishments.
Customer Independence
Just as an ATM machine evolved by optimizing bank queries, QM systems evolve by optimizing repetitive tasks and queries. For a customer, this can translate to self-service tickets for faster addressal, FAQ forms highlighting critical information and made available on their smartphones, digital tickets to reduce physical traffic within business premises, online forms, online appointment booking facilities, etc. These are essential tools that will help your customer become empowered, independent, and self-contained.
Maximizes productivity Minimizes Manpower
A QM system is also an automation system, comprising programmed bots to address routine or repetitive tasks/ queries. The trick lies in identifying the maximum number of things you can automate. This also leaves your core (manpower) team free, to work on more critical tasks that necessitate direct manual intervention.
For instance, the McDonald’s franchise is a classic example of a QM system done right. An interactive, self-ordering kiosk helps customers place their orders when they enter. An automated QM system generates an order number and transfers the order to the cashier. When the customer completes payment, the order moves along the automated queue to the wait staff. The customer reaches the delivery area and uses the order number to monitor progress. At each point, the lead time between queues is minimized due to automation. This also results in an enhanced customer service experience.
Versatile and Customizable
An off-the-shelf QM system often needs minimal changes to be functional in multiple industries. There are also quickly customizable solutions available for several public-service industries, including telecommunication services, catering services, banking solutions, healthcare services, retail services, government services, etc. And if a business is well versed with the nature and demography of the service it provides, the system has a low learning curve to provide optimal results.
CONS
Technical Glitches
While technology sure has its strengths, it can be vulnerable to technical glitches. This can partly or fully paralyze a QM system due to unforeseen interruptions. (Like power shutdown, poor connectivity, faulty network, etc.). A QM system will also need a physical and digital backup for uninterrupted use. In its absence, the system may become vulnerable to shutdowns during peak hours.
AI-powered automation systems are good, but not invincible. Here are some challenges to take note.
Additional Costs
As with any technical system, a QM system will also involve costs associated with training. This includes both on-the-job training (like your customer service reps who will use the QM system), and systems training (like IT professionals who will build the system based on your business rules).
A QM system also best integrates with a well-structured inventory management system. With this, your queuing system must offer an all-in-one solution to seamlessly manage the entire workflow of customers. (Like the McDonald example). Else, it becomes vulnerable to manual errors, faulty data collection, loss of efficiency, potential loss of revenue, etc.
Finally, all information systems have costs associated with hardware, software, and maintenance. This needs to be factored in for your queue management system and any dependent systems. (Like inventory control.) Work with specialists to identify your business objectives and manage business expenses before you begin.
Mismatched Employee Skills
Employees who lack the proper training to operate and manage automated QM systems, diminish the effectiveness of the said system. If customer-facing staff are not well-versed in handling queue management systems in real-time (like guiding your customer to use the ordering system), it can leave customers agitated and frustrated. It is important to ensure that staff is familiarized with the system, and able to troubleshoot minor operational issues as required.
With the right staff, a QM system can transform into an irreplaceable business asset. With the wrong staff (with mismatched skills), the same QM system can turn into a technological burden.
Are you finding it challenging to engage your stuff during pandemic times? Read our customer engagement guide for some clever tips.
In closing, QM systems can help to accelerate customer services and reduce wait times. Be sure to weigh your pros and cons before investing in a system that is worthy of your business.
