Electronic Queue Management System (EQMS)
Your Partner in Queue Management Innovation.
Electronic Queue Management System is a digital IT solution that streamlines customer flow and enhances the waiting experience. By leveraging automation, real-time updates, and data analytics, it optimizes queuing for both customers and service providers. It replaces traditional queues with a secure, automated system, allowing customers to book appointments, receive notifications, and track their queue position in real time. This provides a seamless experience, reducing wait times and ensuring comfort and efficiency.
Benefits
Improved Operational Efficiency
QMS Automating tasks like assigning customers to service points and notifying them when it's their turn allows staff to focus on delivering quality service. This can increase efficiency by 30-40% and lower operational costs by 15-30%.
Enhanced Customer Satisfaction
Reduces wait times, streamlines services, and improves communication, boosting customer satisfaction by 25-30% and creating a more valued and comfortable experience.
Streamlined Communication
Improves interactions by providing seamless, automated updates, enhancing communication between staff and customers, and ensuring a smoother overall experience.
Data-Driven Insights
QMS gathers data on wait times, customer preferences, and service efficiency, helping organizations make informed decisions and improve service delivery.
Reduced Waiting Time & Serving Time
Allows customers to wait anywhere and receive real-time status updates, reducing wait times and improving efficiency, leading to higher satisfaction.
Real-time Monitoring and Reporting
It tracks key metrics like queue status, wait times, and peak periods, helping organizations make data-driven decisions to optimize resources and improve efficiency.
Higher Customer Retention Rate
It reduces wait times and improves service quality, boosting customer retention by 10-15% through enhanced satisfaction and experience.
Increased Revenue Opportunities
By optimizing customer flow and service, EQMS drives a 20-30% increase in transactions and upsell opportunities, boosting revenue potential.
Scalability
Easily adapts to higher customer volumes during peak times or events, maintaining consistent service performance without manual adjustments.
Features
Appointment Booking
QMS Offers a web and mobile platform enabling customers to book appointments in advance for any service location, allowing them to choose multiple services, dates, and available time slots before visiting the service centre.
Self-Services
Customers can independently check-in, register, and make payments through kiosks. They can receive tokens upon arrival, check-in based on appointments or department transfers, and easily pay for services, streamlining their entire journey.
Virtual Queue
Allows customers to join virtual queues for multiple service locations at once. For example, in a bank, a customer can be virtually queued for account services while waiting for loan assistance, ensuring smooth service across departments.
Queue Prioritization & Sorting
Allows to configure queue sorting, enabling staff to prioritize queues, such as placing VIP queues at the top of the list for easier management.
Ticket Dispensing & Customization
Allows customers to receive printed tokens or tickets at kiosks and counters during registration. Admin can customize ticket templates, such as long or short tickets, with configurable elements to suit different needs.
Live Queue Display & Management
Enables real-time tracking and monitoring of queues on TV displays, showing serving and missed queues with token and counter details. It allows to customize display templates for media, appointments, and queue statuses. A chime alerts when a queue is called, while additional content like news, advertisements, and product videos can also be shown.
Late/Early Registration Management
EQMS allows setting penalties for late or early registration, ensuring users who register late are served after on-time registrants. It also allows enabling/disabling penalties for specific departments and configuring threshold values for exemptions.
Cross-Counter Operations
Allows counter staff to manage queues across multiple counters by grouping them, enabling actions to be performed on behalf of other counters.
Reporting & Analytics
EQMS provides detailed reports and analytics on customer wait times, serving times, visitor count, average turnaround, and hold times, helping organizations enhance user experience and service efficiency.
Emergency Alerts
EQMS allows the management team to broadcast emergency alerts on all display TVs or dashboards, ensuring customers in the waiting area are promptly informed during emergencies.
Automation
Automated Queue Management System Offers automation for tasks like daily data archiving, appointment processing, BI file handling, and interacting with SFTP to download media files for display TVs.
Advertisements and Promotions
Allows organizations to promote their services, products, and brands by displaying advertisement videos on queuing TVs in waiting areas.
Easy to Setup
Offers intuitive configuration options, enabling staff to quickly set up components. With centralized administration, all system settings, user access, and configurations can be managed efficiently from a single platform.
User-Friendly Interface
It features an intuitive and visually appealing design with customizable UI themes and language options. Visitors can select their preferred language at kiosks, ensuring accessibility and a seamless user experience.
Data Privacy & Security
Encrypts customer data end-to-end, ensures privacy by not sharing data with third parties, and clearly communicates how data is collected, stored, and used. It complies with HIPAA, GDPR, SOC 2, and WCAG standards, protecting data with access controls, encryption, audit trails, and user authentication.
Cross-Platform Support
Use EQMS seamlessly on web browsers, with select features, such as the appointment booking tool, also accessible on mobile devices.
High Availability
Ensure minimal downtime with a reliable platform that allows issuing tokens or queue numbers offline during outages.
Key Components of EQMS
Queue Dashboard TV
Registration and Payment Counter
Queue Display TV
Self-Service Kiosks
(Registration, Check-In, Payment)
(Registration, Check-In, Payment)
Appointment Booking Apps
Admin Portal
Use Cases
Hospital / Healthcare
In healthcare, efficient patient flow is vital for timely care and enhanced patient satisfaction. Queue management for hospitals optimizes operations in hospitals, clinics, pharmacies, laboratories, and imaging centers by:
- Reducing waiting times and unnecessary delays.
- Streamlining patient flow and staff allocation.
- Enhancing the quality of care and overall patient experience.
This leads to improved operational cost-effectiveness and higher patient satisfaction.
Banking
Banks often balance high customer volumes with daily operational tasks. Queue management for banks helps by:
- Enhancing the speed and quality of customer service.
- Reducing waiting times and managing customer flow effectively.
- Improving staff productivity and customer satisfaction.
It ensures seamless service delivery, creating a comfortable experience for customers visiting the bank for essential transactions.
Public Sector (Government Service Centres)
Government offices and service centers face challenges with large visitor volumes and limited resources. Queue management for public sectors enables them to:
- Actively manage visitor flow across multiple queues.
- Improve service quality with clear communication through displays and digital signage.
- Minimize wait times and enhance the citizen experience in services like ID enrolment centers.
EQMS supports the ongoing digital transformation of public sector services.
Colleges / Universities
For universities and colleges, Queue management for universities and colleges enhances the student experience by:
- Streamlining visits to student centers, fee collection counters, and other departments.
- Offering virtual queuing solutions for quick and easy service access.
- Providing digital tools for students accustomed to mobile and online services.
This reduces wait times and helps students navigate services efficiently.
Airports
Effective queue management at airports is critical for smooth operations and passenger satisfaction. Queue management for airports:
- Optimizes passenger flow, reducing excessive waiting times and missed flights.
- Enhances security measures and maintains order in high-traffic areas.
- Improves the overall airport experience for passengers and staff.
By minimizing chaos and delays, EQMS contributes to increased revenue and operational efficiency for airports.
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FAQs
1Does EQMS provide real-time reporting and analytics?
Yes. Electronic Queue Management System offers powerful reporting and analytics tools, giving you real-time insights into customer wait times, staff performance, and overall queue management efficiency, helping you make data-driven decisions to improve service delivery.
2Can Queue Management System be used to manage appointments as well?
Yes. EQMS can integrate with appointment booking systems, enabling customers to schedule appointments and track their queue status seamlessly. This eliminates scheduling errors and ensures smooth service delivery.
3What happens if multiple customers register at exactly the same time?
Even if multiple customers register simultaneously, the algorithm ensures that each one receives a distinct token number by using advanced techniques to prevent duplication and ensure sequential and unique assignment.
4How can customers personalize their registration when issuing a token?
Customers can provide their preferences during registration at the kiosk by answering customized questions before token issuance. This ensures the appropriate service is provided based on their needs.
5What happens if a customer needs to leave the service centre and return later? Can they resume their journey with the same token?
Yes, EQMS allows the service counter staff to transfer the customer to an external service if needed. When the customer returns, they simply need to check in at the kiosk to reactivate their token, allowing them to resume their journey from where they left off.
6Does EQMS support multi-location operations and multilingual interfaces?
Yes. EQMS supports managing queues across multiple locations with centralized control through an administration portal and provides multilingual interfaces to serve diverse customer bases effectively.
7How does EQMS keep waiting customers engaged in the waiting area?
Queue Management System’s TV displays not only show real-time queue updates but can also feature live news, advertisements, and product videos to keep customers informed and entertained while they wait.
8What happens if a customer arrives late for their appointment at the service centre? Will they still be served at their scheduled time?
If a customer registers after their appointment time, they will be served after on-time visitors. Administrators can configure late penalties with a threshold value, allowing late registration within this exemption, and the customer may still be prioritized in the queue.
9Does EQMS print only the token number on the ticket?
No. the ticket includes the token number, assigned waiting area, customer journey details such as service steps or departments involved, and other additional information as needed.
10Does EQMS transfer queues only within the same department?
No. Electronic Queue Management System supports queue transfers both within the same department and between different departments. For inter-department transfers, customers must check in at the destination department to confirm their presence and proceed with the service.
