Queue Management System
Queue Management System (QMS) enriches customer experiences at key touch-points and service branches. This turnkey smart queueing solution empowers enterprises with the complete set of service-centric tools to effectively measure, manage, and organize customer queues and streamline customer flows within linear and virtual queuing models.
- Reduced Wait Time: Automate and digitize service queues for smoother and safer flows.
- VIP Prioritization: Identify and verify high-priority customers for premium services.
- Performance Optimization: Enhance efficiency and performance with intelligent skill-based routing.
- Higher Satisfaction Rates: Enhance customer experiences and retention with frictionless service.
- Revenue Increase: Omnichannel marketing with displays, kiosks, mobile apps, and tokens.
- Actionable Insights: Optimize performance and productivity with rich data reports.
An automated queueing solution that is rapidly deployed to immediately reduce customer wait time, accelerate service delivery, increase customer satisfaction, and improve retention rates. Queue Management System components are all customizable with the capacity to scale using a wide scope of further powerful features.
The wait is over. Smart queues are here.
Fully Customizable
Real-Time Insights
Centralized Control
Multiple Integrations
Recorded Feedback
Automatic Queueing
The intelligent components of our Queue Management System manage back-end systems and frontline services seamlessly. They organize queues, collect customer information, and track business performance effortlessly.
The platform is designed for maintainability and measurability with total control over each functionality. It verifies customer identities using the mobile application, account numbers, or ID cards. Customers are issued a personalized token with estimated waiting time and information displays that guide them throughout the entire service flow.
System Management
Robust access control and system management that operates as the configurational backbone to provide admins with a rich bundle of management tools to manage user roles, privileges, branch services, team tasks, and performance.
Key features and benefits
- Full control over service flow and queue status
- Rich information on active customers
- Real-time performance information
- Priority segmentation for VIP customers
Third-Party Integration
Integration capabilities with existing hardware and software legacy systems and outsourced platforms used by clients. It secures seamless integration, interoperability, and uninterrupted workflows upon implementation.
Key features and benefits
- CRM integration
- LDAP integration
- Billing systems
Online Appointments
Available as a web and mobile application to enable agents and customers to allocate and set service appointments. Through the mobile application, customers can book their appointments for the desired services in their preferred branch.
Key features and benefits
- Booking and data security
- Automated notifications
- Business branch selection
- Queue service listing
- Digital token issuance
Alerts and Notifications
A key module for service managers to be able to schedule alerts and send automated notifications to corresponding customer segments in the form of emails or SMS messages.
Key features and benefits
- Instant incident alerts
- Automated notifications
- Hardware downtime alerts
- Queue congestion alerts
Branch Centralization
The branch manager module facilitates multi-branch services. It manages combined counter activity, front office personnel, dispensers, branch tasks, and users in alignment with the branch capacity and service availability.
Key features and benefits
- Access to transactional history
- Efficient role management
- Live monitoring software and hardware
Digital Signage
A centralized content management system that enables branch managers to organize, supervise, and manage content displayed on screens. Elements displayed can include ads, announcements, queue status updates, and waiting time information.
Key features and benefits
- Media content management
- Editable templates
- Advertisements and promotions
- News and announcements
- Multimedia content supported
Dynamic Data Reporting and Insights
Real-time workflow visualization from a customized dashboard with complete flexibility to configure reports and data screens. Generate comprehensive data reports using a wide range of existing templates connected to the built-in database for insights on services, visitor transactions, and front-office personnel performance.
Monitor and view service flow activity straight from an active web-based dashboard and gain access to a comprehensive set of default performance reports from the built-in database for optimized decision-making.
Key features and benefits
- Agent performance data
- Queue status in real-time
- Custom statistical report queries
- Scheduled analytical report emails
- Tailored template designs
With accurate analysis using data reporting and forecasting, businesses are better equipped to prepare for seasonal peaks. Get access to valuable insights, identify verified individuals, and fulfill the due diligence of policies to ensure compliance.
No wait, automate.
Opting for more accurate customer feedback ?
Customer Feedback
An interactive interface that collects customer feedback on a display terminal or mobile app in the form of a branded survey interface integrated as part of the advertising module. Scalable by easy integration with third-party systems.
Key features and benefits
- User-friendly interface
- Multilingual options
- Mobile ratings and reviews
- Custom surveys and questionnaires
Happiness Meter
An immersive solution that is available in two sleek design options, kiosk or name board, automated to measure service satisfaction in real-time by detecting micro-vibrations and facial expressions. Instant photo printing and happiness scores can be shared by mail or on social media.
Key features and benefits
- Instant facial expression analysis
- No questionnaires required
- Up-to-date customer information
- Detailed measurement reports
Standalone or integrated with third-party systems, these specialized KYC solutions support sharper decision-making and detect business areas for improvement or radical change. Employee engagement is increased and churn rates are minimized. Customer Feedback terminals and Happiness Meter kiosks can be easily set up and strategically stationed for maximized visitor interaction.
Satisfaction measured is happiness guaranteed.
Digital Customer Experiences
We offer a digital customer service experience through the virtual token dispenser version of the Queue Management System that enables mobile queueing services where customers can issue service tokens from the mobile application and receive notifications when their token number is due for service.
Digital customer experiences are empowering businesses with the opportunity of direct customer outreach through diversified mobile communication channels and enhancing service quality by way of a contactless mobile queue management application.
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Digital Token Issuance
Mobile Notifications
In-App Feedback
Key features of the mobile QMS
Single Sign-On Authentication
VIP Segmentation
Digital Token Management
Direct SMS Messaging
Automated Alert Notifications
Promotional Banners
In-App Feedback
Mobile Queue Management System uses advanced data encryption technology and powerful features such as single sign-on (SSO) login, digitized token issuance, in-app advertising, appointment scheduling, alert notifications, and SMS messaging. The digital queueing experience is automated within the mobile application to guide verified customers to the right service counters and collect feedback, straight from their smartphones.
An app-based queue management solution to issue digital service tokens within linear and virtual queuing models. Visitors can also save time by requesting a queue token from the nearest branch, before arrival, straight from the mobile application.
Turn expectations into experiences with every token.
Immersive Customer Journeys
Self-Service Token Dispensers
Dynamic token dispensers designed to guide customers using easy-to-use, multilingual, and interactive touchscreens. They display the range of services offered at the branch for the customers to select from.
- User-friendly interfaces
- Multi-language options
- Customer ID verification
- VIP segmentation
- Personalized token issuance
- Efficient service distribution
- Rapid QR code scanning
Digital Signage Displays
Queue counter checks and cross-selling opportunities through display screens that support all kinds of media content formats such as regional TV, videos, animations, slide shows, announcements, and advertisements.
- Display HTML webpages and RSS feed
- Customizable templates
- Central media download (WAN or LAN)
- Centralized playlists and timer settings
- Segment display groups
- Currency FX rate integration
Interactive Terminals
Agent Calling Unit
A number pad and screen unit for service agents to control and manage queue flows and counter displays.
- Random or sequential calling
- Multi-function counter controls
- Keyboard number pad
Customer Feedback Devices
The Customer Feedback application collects input through surveys and questionnaires available for multiple interface options such as kiosks, tablets, web, or mobile.
- Interactive touchscreens
- Custom branding options
- Pre-existing template designs
- Compatible with mobile devices
- Data visualization reports
Happiness Meter Terminals
Happiness levels are measured under various experiences. Gesture and expression recordings eliminate inaccurate feedback measurement as seen with surveys.
- Real-time recording of physical expressions
- Rapid processing of happiness levels
- Seamless agent name board design
- Immersive kiosk meter design
Why us ?
We offer the rapid deployment of smart queue solutions for public and private service sectors. Queue Management System is ideal for operation managers aiming to build outstanding customer experiences for all industries that offer onsite services.
GOVERNMENT
TELECOM
BANKING
HEALTHCARE
EDUCATION
AIRPORTS
RETAIL
EVENTS
HOSPITALITY
Don't see your line of service ?
Contact us to schedule a free consultation or send us your interest in an email to smartsolutions@getgroup.com
