stands for

Queue Management System

Queue management systems play a key role in enhancing the efficient flow and control of customers. Generally, customers tend to be more at ease when you clearly lay out a process preferably using digital signage on how they are to be served.

QMS contribute to the success of your business in three major ways:

Enhanced customer service

Expedited customer journey

Improved efficiency and cost reduction

As a business, your top priority at every touch point should be to utilize in the best way possible your resources to give you optimal customer experience and meet the set targets. Inasmuch as businesses are different, they have the same challenge of attracting and retaining the best clients for their bottom line. To achieve this, queue management systems help to improve efficiency, enhance staff satisfaction, and improve the customer experience throughout their journey.

The Common Types of Queue Management

If queues are a day-to-day feature in your business, chances are high that you have already introduced one form of queue management or the other. However, if you have not or you want a better one, knowing the types of queue management systems out in the market can help you pick the right that will optimize your productivity. Two main types of queue management systems are available.

Linear Queueing

This is when your customers wait in a line to be served. It is arguably one of the oldest, but commonly used queue management technique. It can take different forms amongst them:

Single queue multiple service points

In this form, all customers are put in the same line, but at the service points, they are distributed to different counters. This mostly happens so that slow customers do not affect service delivery to the other customers.

Virtual Queueing

Just as the name suggests, virtual queues are invisible and customers are identified on arrival through different means such as social security number or name.

Mobile Virtual queue

is one of the latest technologies in virtual queueing. A customer uses his phone to reserve their place in the queue through an SMS or mobile app.

Standard Virtual queue

There is no need to be confined in a physical line, but they can sit on any spot in the waiting lounge as their name is called.