What is an electronic queue for?

When competition in various spheres of business becomes more rigid, the problem of increasing customer loyalty becomes a paramount task for the management of a company or a corporation. The emergence of queues and uncomfortable waiting conditions adversely affect the company's image and, ultimately, lead to the transition of customers to a competitor.

The electronic queue management system (JMS) allows you to streamline the physical queue and create comfortable waiting conditions for customers, thereby improving the quality of service and customer loyalty.

The modern electronic queue provides sufficient opportunities for performing no less important tasks in organizing remote branch network operation and responding to events occurring in the remote branch in real time, and also includes a tool for scheduling meetings with customers who have signed up for an online meeting or using Self-service terminal.

We will take a closer look at all these aspects with the example of the integrated solution of the French company ESII eSirius.

Branch network management

Using cloud technology, when all the information about the reception of customers in real time enters the central server of the system allows the administrator or the manager of the company to control the workload of the office depending on the time, promptly change the reception strategies, responding to problem situations, and monitor the quality of personnel.

Information on the admission of clients by specific individuals will allow more objective assessment of the field staff by the company manager, as well as assess the effectiveness of the branch, for example, comparing the number of visitors with the number of purchases or payments in the branch.

Statistics collected over the period of work will help optimize the branch network based on specific statistics on the workload of the department and not on the basis of assumptions and general conclusions.

Planning meetings with customers

Planning meetings with customers is another useful function that allows you to save time-your visitor will be sure that he will be accepted at the appointed time and he will not have to wait long for his turn.

The principle of pre-recording is:

• The client selects a convenient day and the preferred time using the form on the web page, at the self-service terminal or by calling the operator.
• After customer identification (the easiest way to do this is to use the phone number), the system issues a unique number that the client records or receives by SMS
• When the client comes to the office he drives a number on the self-service terminal or informs him at the reception, then passes to the necessary staff
• In case the client does not arrive, the system will automatically cancel his ticket

Such planning disciplines the staff of the company, allows more efficient organization of their activities. The manager is also available to view employee scheduling, which allows him to timely optimize or redirect the client to the desired service or to a less-loaded employee.

Half a century of experience in the use of electronic queue management systems in Europe has shown the effectiveness of such an approach in the organization of the flow of customers. In the CIS market, at this stage, only a few segments are actively developing-banking structures, public institutions, medicine. In Europe, the electronic queue is almost everywhere, where there is a constant stream of people-cash desks, airports, service centers, transport and logistics companies, telecommunications companies and mobile operators and supermarket chains.