Today, people are harnessing a wide range of emerging technologies to enhance their customer experience — and one of the most powerful tools in this space is real-time data. This is especially critical in customer service, where conditions can change in an instant. Whether it’s peak trading hours, an unexpected surge in foot traffic, or being short-staffed, having access to timely information — and the ability to act on it swiftly — is what separates standard service from exceptional service.
The competitive edge offered by real-time technologies, such as Queue Management Systems (QMS), is too significant to ignore. With the ability to optimise service delivery on the fly, businesses can turn operational challenges into opportunities for improvement.
Here are just a few of the key advantages that real-time QMS technology provides:
Immediate Response to Bottlenecks
Real-time insights allow service centres to instantly identify issues — such as unexpected spikes in visitor numbers or increasing wait times — and respond before the customer experience is compromised.
Enhanced Transparency for Customers
By giving customers live access to information like estimated wait times and ticket status through digital screens or mobile devices, businesses reduce perceived wait times and increase customer satisfaction. When customers know what to expect, they feel more in control of their time — and are far more likely to remain engaged.
Read more about wait times and perceived wait times here
Predictive Adjustments Before Problems Escalate
With live data feeding into predictive patterns, Queue Management Systems (QMS) help businesses detect and address potential issues before they arise. For example, if a certain service sees an unexpected surge in demand, staffing and resources can be adjusted ahead of time — reducing delays and improving overall flow.
SMARTQUEUE®: Real-Time Intelligence for Customer Service
One of the technologies leading this shift is SMARTQUEUE® — a robust, Australian-developed Queue Management System (QMS) with over 500 successful implementations. Designed to empower businesses with real-time decision-making and adaptable queue control, SMARTQUEUE® helps organisations deliver faster, smarter, and more transparent service.
Government Institutions
Government departments using SMARTQUEUE® have reported significant improvements in service delivery. Real-time data allows staff to make on-the-spot adjustments and re-evaluate key performance indicators (KPIs) to ensure fairer assessments. Customers benefit from accurate wait time displays and SMS ticketing — giving them the option to wait off-premises and reclaim control of their day.
Healthcare Facilities
Healthcare providers using SMARTQUEUE® are allocating staff more effectively based on real-time demand. This has significantly reduced the burden on front-line personnel and improving overall patient flow. By leveraging real-time data to identify peak periods and sudden influxes, these facilities are proactively managing queues, minimising overcrowding, and lowering the risk of disease transmission — all while delivering a smoother, more responsive patient experience.
Retail Environments
Retailers currently using SMARTQUEUE® are seeing a noticeable reduction in customer abandonment and lost sales. With transparent wait time displays and real-time updates via mobile and SMS, customers are kept informed and reassured. Instead of leaving due to uncertainty, they’re more likely to return when notified — leading to higher conversion rates and improved in-store experiences.
Unlock the full potential of your customer service with SMARTQUEUE®. From reducing wait times to making smarter, data-driven decisions in real time — the benefits are clear. Start transforming operational challenges into seamless customer experiences today.
To learn more about how SMARTQUEUE® can enhance your retail business, visit the BSS website or contact us at info@bss.com.au.