Queue Management System, QMS, or Electronic Queue Management System is an automated software-based system that is designed to ensure us to manage to walk-in service or customer flow. Where there are mass density service areas like a service center, ticket counter, etc. There needs the queue management system. It helps the customer to get a service in a systematic way & serially through a token. Queue management system or QMS ensures the organization for better service to the valued customer and makes the service or office environment healthier. There are different types of queue management systems. In structural queues, people generally make a fixed, adjustable, or predictable position such as in a shopping mall outgoing, on the other hand at a retail location such as hospitals and banks. In unstructured queues, mass people make unpredictable and variability locations and directions. Kiosk-based QMS is used in banks, hospitals, and other government service locations. The mobile queue system gives customers to observe real-time queue data and choose a reason that customers want to visit the service center through the mobile phones.
Queue Pro Queue Management System
Queue Pro is the software that manages the queue in any customer interaction point smartly. The process starts with a customer who just pops in the customer care center. The customer will have to select the service he/she is looking for by pressing the options at the touch screen monitor. Once the service type is selected, the system will calculate the number of persons waiting in the queue and their expected service time and will generate a token. Queue Pro is a kiosk and online-based queue management system. We can call it a token system or queue management system online also. People can use it for queue management system in the healthcare / token system in hospitals. This is a smart token system. Queue Pro is one of the best queue management system companies in Bangladesh.
The customer service officer will get the list of pending customers waiting in their group at his workstation with the description. They will pick the customer in a predefined order and as soon as they serve the current customer, the system will display and announce with voice prompt the token number of next customer who is supposed to be served. The center supervisor will be able to monitor the queue status from his/ her desktop online. The management will get the data and summary of information about the number of customers and service matrix, time, and other special reports. Now a day’s electronic queue management system in banks is an essential feature of the organization.
Benefits of Queue Pro
Queue Pro is a proven computerized queue management system designed to ensure disciplined & guided customer experience based on the segment. Benefits of using Queue Pro are below:
Deployment Diagram/ Queue management system workflow
To get the service from the service center of a company or bank outlet one has to choose the desired service type through the Token Dispenser/ Token Issuer or Kiosk. The service options would be shown in multiple languages. Once the customer has chosen the service (interacting with the server) based upon the current status of queues and their service nature a token will be printed indicating token number, counter number, and any promotional text. It may be set up in front of the branch entry gate. It provides a touch screen for selecting a particular service. A token can be generated by Kiosk, SMS, or by Web.
The Token Issuer (TKIS) allows a customer to take a printed token with the desired service(s) at a customer care center. Below are the high-level functional requirements of Token Issuer of Queue Pro:
Double Printer, Single Printer & Tab Base Kiosk
The Token system allows a customer to take a token by using the web with the desired service(s) and get an appointment at a customer care center. Queue Pro online web token is a standard system to get a token for a particular service from a branch through online media. Anyone can do it oneself easily. You can get a web token and allow yourself to take the service from the service center without an instant token system.
A customer can get a token by throwing SMS from his cell phone. After throwing, the SMS he will get an auto-generated back SMS and get an appointment at the customer care center. A customer have to preserve the SMS and can take the particular service from the customer care center or from the branch of a bank/ hospitals. If there any problem to go to the branch at the right time, then a customer can use SMS token to get his desire service.
The Queue Showcase displays the token statuses on an LED/LCD monitor. When the topmost(s) token is being forwarded to a particular SDC, an optional announcement can also be made to alert the customer that he/she should proceed to the particular SDC for service. Below are the high-level functional requirements of Queue Showcase and Announcement:
The Counter Display unit is the part of the application form in which the customer will get alert about his turn to take the service. Once the token is assigned to a counter, it shows in the central display as well as in the counter display board. The voltage passes through the contact signal or the non-contact signal (electric signal, sensor signal such as a photoelectric switch, proximity switch, etc.). During the announcement, the particular token number will be shown on the counter display.
Soft Key Pad
The Service Officers at customer care centers utilized the Service Delivery Counter (SDC) to serve the customer. A customer service request is generated through the TKIS and placed in the queue of the SDC to be served by the Service Officer. Below are the high-level functional requirements of the Service Delivery Counter:
When the topmost(s) token is being forwarded to a particular SDC, an optional announcement can also be made to alert the customer that he/she should proceed to the particular SDC for service. Below are the high-level functional requirements of Queue announcement. It can be wall-mounted or hung from the ceiling at the customer waiting area so that the customers can hear being called. Can define counters, i.e. which counters will do what services and what are the timings of each counter.
Admin & Reporting Panel
There is a separate login & the viewing system for the admin & reporting panel. In addition, top management can observe real-time reports of their business by the Central Dashboard system. If you should need to generate reports with information that is not easily displayed in the Standard Reports, you can use Custom ones. It generates dynamically which means that you don’t have to press a button to generate them.
A dashboard is a type of graphical user interface that often provides at a glance view of key performance indicators relevant to a particular objective or business process. Queue Pro System Management will get a dashboard where they get all the branches’ individual data and they will have real-time data so he/she may measure individual service executive performance.
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