We’re now Qudini by Verint, the Customer Engagement Platform! Learn how to drive sales, increase customer loyalty and get the most out of your teams with our game-changing Retail Choreography software solutions.

 

We’re delighted to announced that Qudini has officially been acquired by Verint, the Customer Engagement Company!

Want to catch-up at NRF’s Big Show in New York City this January?

Do you know how you’re going to stay relevant and profitable during the recession?

Peak season is just around the corner!

Have you thought about how you’re going to manage peak season traffic this winter?

New best practice guide

Our new best practice guide explains how Appointment Booking Landing pages will drive traffic to your in-store and virtual appointment services.

Latest consumer survey report

Our latest consumer survey report shows which types of retail stores and banks customers want to be able to schedule appointments within…

Recent consumer survey report

Our recent consumer survey report shows how the pandemic has changed consumer shopping habits and which habits will be here to stay…

Upcoming Webinar

Our Upcoming Webinar will present consumer insights on how the pandemic has changed consumer shopping habits. Sign-up below for Tuesday October 12th (2pm ET | 11am PT).

What is Queue Management? The Definitive Guide

by Sam Osbourne

Managing your queuing experience properly is crucial to your business success. By now, you may already know that you need a Queuing Management System to reduce walkouts, but how do these systems actually work? Why are they so important to your brand KPIs?

In this article, we’ll explore everything from the history of queuing, to what queue management actually is and why Queue Management Software (QMS) is important for your brand.

 

What Is Queue Management?

A queue is any number of people waiting in a line for a service or item. By extension, queue management is a strategy businesses use either in-store or online to better control the flow of customers to specific services. 

The more customers you have waiting in line, the greater the need for queue management. The last thing you want is your customers becoming agitated because they’ve been waiting in a line for too long. 

 

A Brief History of Queue Management

The origin of queuing is hotly debated. Some historians think queuing goes right back to the Neolithic period. To prevent in-fighting over scraps of meat, hunters established a pecking order when feasting on their game. 

However, the term “queue” wasn’t officially coined until much, much later in 1883. It originates from the Old French “cue”, which directly translates to “tail”.

If you’d like to learn more about the history of queuing and how to correctly spell it, visit our Language of Queuing article. 

 

What Are the Types of Queue Management?

There are generally four different ways to manage queues, depending on the number of queues, servers, and steps in the service process:

 

 

What Is a Queue Management System?

A Queue Management System (QMS) is any software or hardware solution that you can use to speed up service and potentially get rid of the need to queue altogether. It enables businesses to choreograph the entire customer journey from pre-service to post-service. They can also collect data to enhance the customer experience. 

Queue Management System software from Qudini

Reduce walkouts by as much as 62% using Qudini’s award-winning Queue Management System.

 

Other Names for Queue Management Systems

Queue. Wait line. Conga Line. The world can’t agree on the words we use to talk about queuing–let alone Queuing Management Apps. 

Other common names for a QMS include: 

 

Types of Queue Management Systems

There are many different approaches to queue management. The most common systems include: 

 

Physical Management

How it Works

Physical customer flow equipment like belt barriers create a path in-store to direct store traffic. This prevents queue jumping and keeps customers from spilling out across the store and causing obstruction. 

Belt barriers are often used within movie theatres. 

Issues

If customers feel penned in, belt barriers can do more harm than good. They may be an easy flow management option, but physical barriers don’t always leave the right impression.

 

Sign-In Sheet

How it Works

Visitors use a sign-in sheet to mark their arrival down and return this form to a receptionist. 

This approach is most commonly seen in care homes and hospitals.

Issues

Unfortunately, sign-in sheets come with a wide array of issues. Illegible handwriting can cause a nuisance for your time, and it’s difficult to upload any handwritten data you do collect into a digital database. 

If you’re asking customers to write down any sensitive information such as their address, you’re also at risk of breaching GDPR. 

 

Ticket-Based Management

How it Works

The customer receives a ticket and waits for the number on their ticket to be called or displayed on a digital screen.

Ticket-Printing Queuing Systems are sometimes used in post offices or fast food restaurants.

Issues

Once the paper roll has run out, your store team needs to replace the roll. During peak times, this can be a real nuisance, slowing service down.  

It’s also important to bear in mind that paper tickets can easily be lost or spoiled, creating disorder in your stores. 

 

Digital Management

How it Works

Virtual Queue Management software is a digital solution that enables your customers to seamlessly join the queue. You can also customize your data collection to continually find ways to improve the waiting experience. 

Recently, demand for virtual queuing technology has skyrocketed as brands see their walkout rate drop by as much as 62% using this software. 

Issues

Digital queue management is slightly more expensive in the short-term, although the ROI in the long-term is impressive.

You also need to make sure to train your staff if they haven’t used a QMS before (although with the right software, this should only take a matter of minutes).

 

Human Management

How it Works 

Human management involves having a designated meeter-greeter to welcome customers to the store, direct them to the right queue and call them when it’s their turn for service. This type of queue management works well in combinations with any of the previously mentioned approaches.

Issues

Human management requires a large budget–especially if you’re aiming for a luxury experience where every customer has a personal server. 

That said, a store host with a tablet can help retailers to upgrade the customer experience and significantly boost ROI. 

 

How Does a Queue Management System Work?

The essential aims of Customer Queue Systems are to eliminate physical queuing and create a better waiting experience. You can’t always offer service instantly, especially during peak times–and it’s often unrealistic to try to. However, you can still greatly improve your queue control to better manage the wait. 

Check out the following video to learn how a Dynamic Queue Management System works: 

 

What Are the Benefits of Using a Queue Management System?

There are many benefits of queuing systems for brands, store managers, administrators and customers. 

Let’s take a look at each in turn. 

 

Benefits of a Queue System for Brands

When brands deploy a simple Queue Management software, they’re usually able to:

 

Benefits of a Queue System for Your Customers

Generally, customers enjoy using Queue Line Apps because they:

 

Benefits of a Queue System for Managers

Waiting line Management Systems help your store teams and managers to:

 

Benefits of a Queue System for Head Office

Your head office will benefit because they’re able to:

When it comes to Virtual Queuing Systems, everyone stands to benefit. 

 

How to Choose the Right Customer Queue System

With so many different systems on the market, it’s difficult to know if you’ve found a good SaaS provider. 

Before you make a decision, compare providers based on the following criteria:

For an in-depth breakdown of the key factors to consider, read our guide on how to choose the best Queue Management System

 

How to Implement a Queue Management System 

You wouldn’t be alone in thinking that implementing a Cloud Queue Management Software across dozens of stores is difficult and time-consuming. However, we’re pleased to say that it’s a lot simpler than you might think. Your provider can guide you through every step of the way to have your stores revolutionized in no time. 

In fact, one of the main things you need to decide is where in your stores to implement the software. For instance, do you have specific services you want customers to virtually queue for? Or do you want all customers to queue in the same virtual line?

 

Things to Consider When Implementing Queue Management Software

To ensure you’re implementing your Customer Queue System properly, remember these four things: 

 

Three Queuing Metrics

It’s all well and good for us to tell you to analyze your data – but what do we actually mean?

There are generally three important metrics to track when it comes to the waiting experience: average number of customers in the queue, average wait, and average service length. 

 

Average Number of Queuing Customers 

Calculating how long your queues during opening hours can flag up any service issues. For instance, if your queues are unusually short, you may have too many servers. Equally, if they’re too long, you might be understaffing your stores. 

 

Average Customer Wait Time

It’s also good to keep an eye on the typical customer wait time. If your wait time is too long, you’ll start to lose customers and receive more complaints. 

 

Average Customer Service Time

Long service times are better than long wait times, but only if you’re delivering a high quality service. 

Calculate how long service time is to find areas of operational inefficiency and continually improve and speed up service.

 

 

Which Industries Should Implement Queue Management? 

There are very few industries that wouldn’t benefit from using virtual queuing. After all, delivering speedier service is a universal benefit for all service users. 

That said, we know first-hand that the following industries benefit from deploying an Automated Queue Management Platform. 

 

Queue Management in Retail

Retailers have some of the highest service flows, which is why Retail Queue Management systems are particularly important. 

It’s best to set up multiple queues if you have different retail services such as returns, fitting rooms and main payment counters. 

 

Queue Management in Banking

With the rise of digital banks, competition in retail banking has grown exponentially. Equally, so have customer expectations. To stay ahead, market-leading banks like NatWest are already using Virtual Queuing Apps to orchestrate the customer journey

Typically, customers join one of several virtual queues depending on which type of service they require (i.e., deposit, financial advice, loan consultation). 

 

Queue Management in Telecoms

Generally, telecoms organizations have less traffic than other retailers, although service length is noticeably longer. 

Consequently, consider using a digital queue control to manage customers at service areas and your help desks.

 

Queue Management in Healthcare

Queues in hospitals and clinics are a tail as old as time – and as long. It’s not unheard of for patients to wait for over six hours or more to see a doctor.

Unfortunately, this damages your reputation as a healthcare provider. It also means some patients will walkout without notifying your reception team. Given how expensive appointments are, the last thing you want is to waste your healthcare teams’ time. 

With a QMS, patients can wait remotely for service. They can even visit your canteen to make their wait more enjoyable. The right app should reduce the walkout rate and patient frustration. 

 

Queue Management in Education

Educational institutions and colleges also need queue management to facilitate peak traffic to enrolment services at the start of semesters. They also need a way to manage traffic to events and student hub services. 

Ultimately, a Queuing App can save students hours of time and simultaneously boost your college’s reputation. 

 

Queue Management in Government

Budgets are often tighter in government organizations which is why long service times are a greater problem. 

With a Queuing System, government organizations can reduce operational costs and get more done in less time. 

 

FAQS

Does Your Business Need a Queue Management System?

Yes. Customers, managers and brand leaders all benefit from using an Automated Queuing System that collects data to continually improve the customer experience.

 

Will My Business Benefit From a Queuing System?

Your business will benefit from a QMS. Whether you’re looking to better manage long wait lines or simply to collect more data, the right software can help you to enhance and promote. your services.

 

How Much Does a Queue Management System cost?

The price of a QMS ultimately depends on the provider and how many stores you’re hoping to use the software in. 

In this instance, it’s important to prioritize quality. There may be cheaper systems but with limited functionality, you risk wasting your time and money. 

 

Is it Difficult to Implement a Queue System?

No, your software provider will usually guide you through the entire process and even support training your team. You don’t need much technical know-how to invest in a Queue Control System. 

 

Do I Need to Do Anything After the Software is Up and Running?

Generally, it’s a good idea to continually update how you use your Queue Management Software. For example, keep an eye on new features to implement, make sure you’ve optimized all your queuing messaging and stay in contact with your provider.

 

Don’t See Your Question Above?

Reach out to our team using info@qudini.com and we’ll answer your question as soon as we can. 

Want to try Qudini out? Get in contact using the form below to learn just how easy our implementation process and how quickly we can set up in your stores.  

 

 

 

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We’re now Qudini by Verint, the Customer Engagement Platform! Learn how to drive sales, increase customer loyalty and get the most out of your teams with our game-changing Retail Choreography software solutions.

 

We’re delighted to announced that Qudini has officially been acquired by Verint, the Customer Engagement Company!

Want to catch-up at NRF’s Big Show in New York City this January?

Do you know how you’re going to stay relevant and profitable during the recession?

Peak season is just around the corner!

Have you thought about how you’re going to manage peak season traffic this winter?

New best practice guide

Our new best practice guide explains how Appointment Booking Landing pages will drive traffic to your in-store and virtual appointment services.

Latest consumer survey report

Our latest consumer survey report shows which types of retail stores and banks customers want to be able to schedule appointments within…

Recent consumer survey report

Our recent consumer survey report shows how the pandemic has changed consumer shopping habits and which habits will be here to stay…

Upcoming Webinar

Our Upcoming Webinar will present consumer insights on how the pandemic has changed consumer shopping habits. Sign-up below for Tuesday October 12th (2pm ET | 11am PT).