Queue Management System
ENTERPRISE CUSTOMER EXPERIENCE SOLUTIONS
Main Features
The main features of SMARTQUEUE® queue management system is not only designed to manage queue more effectively, but also leverage the customer experience for both customers and your staff.
Ticketing Kiosk
A self-service check-in kiosk for easy registration to queue
- Greet and identify customer
- Provide information regarding services
- Manage queue by allocating customers to respective service counter
- Record customer journey from waiting time to serving time
Virtual Caller
Manage queue effectively with a customer caller known as Virtual Caller
- Manage customer flow such as call, on-hold, transfer ticket number
- View overview of current queue information
- Record staff activity to measure staff productivity, etc.
Multimedia Display
Keep your customer well-informed and entertained while waiting for their turn
SMARTQUEUE® queuing system incorporates a multimedia display which used for displaying queue information of ticket number being called and served.
Valuing customer experience, this queue system can also be used as a digital signage in the waiting area for:
- Share information
Inform your customer of upcoming events and recent news with your own business logo, message or multimedia for a stronger business image presence in your site - Display entertainment
Entertain your customer with multimedia contents in various formats, including PowerPoint, Macromedia Flash, AVIs and many more.
Dashboard Monitoring
An oversee tool for the management to monitor situation at the front-office
SMARTQUEUE® queue management system also provides dashboard monitoring to inform management of the current queue situation at the front-office in real-time, including customer volume, waiting and serving time, and service SLA compliance.
Through dashboard monitoring management can improve the overall service performance by recognizing some critical situation, such as:
- Sudden spike of queue for specific service that may require additional counters to accommodate customers
- Service exceeds the SLA
- Staff needs of extra support from back-office, etc.
Centralised Reporting
Enable a data-driven analysis to design a more effective corporate planning
SMARTQUEUE® queuing system comes with a reporting tool that consists of comprehensive statistics and KPI reports (for both branch and centralised).
These reports help managements in decision making, customer service improvements, and analysis and performance management, as it enables them to determine:
- Service trends from peak and off-peak hours & most and least productive hours
- Service and staff performance
- Areas of improvement
- Training and staff capacity planning, etc.
Security
Secure your report access with our secure login process
Other Features
Appointment Booking System
Mobile Concierge
SMS Notification
Customer Feedback Solution
