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The importance of a strong relationship between banking and customers in a financial company cannot be ignored. Providing greater comfort and convenience for the customer is the key to success in this relationship. Our queue management system provides quality of service with a strong focus on improving the overall customer experience with the banking industry. In addition, it provides an effective and efficient way to manage customer traffic based on smart and intelligent indicators and parameters.

From the moment the customer enters the branches, the queue management system establishes a powerful connection with the customer to deliver an immersive customer experience, the process of strategically managing a customer's entire experience within the branches.

Our queue management system integrates with core banking and banking CRM, personalizing the customer journey from pre-arrival to post-service. The system with improved workflow optimization offers customers a pleasant waiting experience through queues separated according to their segmentation.

On inserting a valid Debit/Credit card, Emirates ID or mobile number into the touch screen kiosk/ticket printer, the queue management system retrieves the customer’s segment and other details from the bank’s core banking system and uses it to determine Priority and populate the Teller/CSR screen with customer details.

 The customer also has the option of requesting a token number by SMS which will be sent to his/her mobile number, allowing a reminder SMS to be sent to him/her when his/her turn is coming up soon.

 The customer feedback system built-in with our queue management system helps in lead generation. The system has an instant alert feature on negative feedbacks and the ratings are tied to the actual customers. The devices are easy to use touch screen terminals and are more than just a customer survey directing customer to a free counter. They also display targeted promotional materials such as credit card offer, home loan, mortgages with cross-selling features.

 VIP Queuing Solution is a hospitality feature for VIPs to be greeted and treated with a warm welcome at the VIP branches.

 Our solution can be integrated with the core banking system and helps in personalizing the customer’s journey from pre-arrival by way of a mobile application, to post services.

Nobody likes to wait and least of all sick patients. With the Q-SYS queue system you can give your patients the peace of mind they need as they wait for their turn.

We understand the flows in a hospital are complex with each patient’s journey being different. The system is designed to be flexible and efficient while allowing the administrator full control. It can be integrated to the hospital information management system and is capable of tracking a patient’s journey right from booking an appointment remotely through a mobile application, to arranging follow-up appointments before   leaving .

Our experience of working with health institutions ranging from multispecialty hospitals, to health centers, laboratories, medical clinics and dispensaries has enabled us to understand hospital operations better and custom design solutions accordingly.

Budget constraints, limited resources, and competing priorities remain the leading challenge amongst healthcare providers across the continent of Africa. With this combination of pressures, comes the need to streamline workflows and increase efficiencies in hospital operations.

There is empirical evidence that easing patient journeys is one such process that can help health providers improve the quality of their services. We shall explore how targeted innovations in queue management can be leveraged to deliver greater patient experiences.

Queueing solutions

In the wake of COVID-19, there is an increased need for queue management systems that can handle patient flows safely and efficiently. The benefits that accrue from such an investment are significant. In the short term, it can improve productivity whilst substantially decreasing costs by ensuring that the right patient is at the right place at the right time. To do this effectively, hospitals need to visualize the patient journey with a view of eliminating bottle necks and make the process of seeking treatment efficient and intuitive. The more seamless an experience you can create, the better the customer experience will be. 

Reducing costs: A queue management system opens up opportunities to reduce costs throughout the patient flow by making every step of seeking treatment more effective.

Improving the patient experience: With a queue management system, you can achieve optimal waiting times, reduce perceived waiting times and improve the patient’s overall perception of the services in your hospital.

Increasing staff satisfaction: By streamlining the patient flow and making it more efficient and structured, a hospital queue system can increase staff satisfaction by simplifying the process of service provision.

Features & benefits of the qsys for increase customer experience and increases your business efficiency. Improve your customer experience with best services from Q-SYS.

We deliver in Kenya, Ethiopia and Nigeria.

 Features & Benefits of Queue management system are as,

 CENTRALIZED CONTROL, MONITORING AND REPORTING

The centralized reporting system provides insights regarding the productivity of the employees, customer waiting time, operator performance, and other quantifiable information that helps businesses identify bottlenecks and recognize areas for improvement. The system also allows decision makers to view data across all branches, which in turn enables them to standardize services and carry out branch-wise analysis and comparison with ease.

 REAL TIME QUEUE STATUS

The system administrator can access real-time information on queue status, the number of active counters, issued tickets, waiting time information, serving time information, and many other metrics. Benchmark timing for service or waiting can be monitored and a notification is triggered to the system administrator every time this is exceeded.

 SELF SERVICE KIOSK

Q-SYS self-service kiosks are essentially screen devices at fixed points, that customers use to obtain queueing tickets for selected services. It incorporates several advanced features such as form filling, identifying customer priority levels, and advertising contents.

 INTEGRATION AND CUSTOMIZATION

The queue system is very flexible in terms of customization and integration, thanks to our in-house development capacity. This means that we can enhance the system at any time and every stage as per your business requirements. It incorporates built-in web APIs for different modules and many other centralized integrations with multi-channel applications such as Mobile App, web, and other thirdparty applications.

 INTEGRATED CUSTOMER FEEDBACK SOLUTION

According to many studies, organizations with customer experience excellence (CX) programs are generally more profitable and sustainable. In fact, CX will be the top priority for many companies in 2021, unlike before. Here are the essential CX trends to watch out for to stay ahead of the competition.

In the era of the pandemic and subsequent shutdowns across the country, the personalized customer experience seems like a far-fetched dream for most of us who have turned our homes into our offices, our beds or living rooms into our conference rooms. vice versa. vice versa

As brands around the world build processes for the new normal, where the virtual world continues to gain popularity even as the second wave of the COVID-19 pandemic rages on, with a third wave expected to arrive very soon.

In the past 18 months since the pandemic struck, all businesses and traders have learned a crucial lesson by overthrowing established concepts and practices.

The key to a thriving business in dubious times like these is to understand the importance of customer experience and grow the chart from good to great, to sustain yourself.

From work-from-home setups to e-commerce, food delivery and more, customers are more online than ever, leading to a wave of digitally savvy professionals committed to better CX.

Continuously improve on your products & services.

CX transformation is a journey, not a destination. The right CX platform enables businesses to entrench a continuous improvement culture in their processes for better customer experiences.

Hyper-personalize experiences

Consumers want personalized experiences more than ever, and big data analytics provides the findings to make this possible. Organizations can achieve this by segmenting their marketing campaigns based on consumer characteristics.

Create omnichannel convenience 

Consumers prefer to get things done quickly, efficiently, and all in one place. Omnichannel customer experience has become a non-negotiable expectation for most customers. Businesses that deliver great omnichannel experiences in line with customer expectations and requirements have better chances of success.

A balance between automation and human intervention

Moving to a more customer-driven CX program requires serious buy-in on the part of the employees. People are still crucial to the service aspect of CX, and striking a balance will provide the best customer experience possible.

CX Trend 1: Going digital for customer interaction in the pandemic era: 

The multi-enhanced shift to digital during the pandemic has led to a shift in consumer behavior across all services, including e-commerce, finance, healthcare, wellness and more. Forrester has forecast that digital customer service interactions will grow by 40% by 2021.

CX Trend 2: The rise and stay of contactless service in the new normal: 

As the COVID-19 pandemic continues to affect customers and organizations alike, this has led to a shift towards a contactless approach as the best alternative to providing personal contactless service.

The survey also predicts that by 2021, 65% of organizations will have moved to a digital-first approach through automated operations and contactless experiences.

However, it is also imperative that technicians, as well as customers, are assured during this transition which can also lead to increased deployment of the latest technologies and capabilities, including artificial intelligence and augmented reality, and mixed reality for an optimized service.

CX Trend 3: Emotive technology and why there’s a noticeable rise:  

The pandemic and subsequent lockdown also led to a record number of reported mental health issues, much of which is believed to be caused by social media.

Businesses today are dealing with a lot more data collected from their customers, enabling them to find out what their customers are feeling through the use of facial recognition, movement data, health data such as heart rate and blood pressure, social media behavior and more.

Handling long queues is a common concern among organizations but choosing a queue management solution with the right features is essential. 

Adopting a queue management system helps in efficiently managing waiting queues. It helps to minimize wait times, manage the waiting room congestion, and improve the customer experience. Also, it gives firms real-time visibility into consumer interaction workflows.

In addition, the queue management system is an automated system, particularly, created to manage the customer flow, and walk-in services. The solution is the best for tech-enabled businesses, or we can consider it as a powerful solution to all queuing problems in this digital era.  This management solution takes care of Schedule Appointments, Queue Control Functions, Different Reporting, Ticket Printing, Digital Signage,

The world today looks, thinks and behaves differently as compared to 6 months ago. COVID-19 has initiated changes across sectors and impacted lifestyles and livelihoods. These changes are a direct result of high transmission risk through contact and close exposure to COVID-19 infected individuals.

Businesses are striving to restart operations from their commercial spaces as opposed to the virtual. However, the threat from the virus still looms large, and is here to stay until a vaccine is available.

In these challenging times, it is imperative for businesses to adapt to the new normal to function with minimal risk. For businesses in the non-service sector, the risk is primarily for employees, and the potential few visitors. However, for the service sector, the risk is two-fold, with employees and patrons being at risk due to unavoidable direct transactions.

The following are some of the features of a queue management system that are in the spotlight for their functionality to aid social distancing and minimize contact during these COVID times.

1.     Virtual Queuing

The elimination of physical waiting is one of the main reasons for decreasing line stress and regulating wait times. 

Customers can reserve a spot virtually rather than physically visiting the location and checking in for services. Clients can wait wherever they like, without having to stand in lines or wait in crowded waiting rooms.

For example, it could be their home, car, or any cafe. Also, they can be notified of their turn so that they can attend on time. Additionally, considering the COVID-19 pandemic, a queue management system is critical for adhering to new standards. It can be done using QR queue systems, digital signage, mobile check-ins, and so on. 

Overall, the virtual queuing system saves consumers time while maintaining customer flow and lets them choose convenient waiting areas.

2. Online Appointment Booking

 A good booking solution ensures that customers arrive orderly. This is because overscheduling simply results in disappointed consumers and longer wait times.

After all, many customers nowadays prefer to book online rather than visit in person. 

 They enjoy the ease with which they can reserve services, which helps to keep business schedules busy.

3. Automated Alerts and Reminders Last-minute booking cancellations and no-shows, of course, have an impact on sales and ROI. As a result, appointment confirmations and reminders sent out ahead of time can help to alleviate these concerns. 

the company can offer customers the appointment rescheduling option at their convenience.

4. Real-Time Monitoring

Digital queueing software with a real-time monitoring feature makes it simple to keep track of employee performance and visitor flow. 

Customers can check their queue status, allowing them to focus on other important tasks while waiting for their turn.

5. CUSTOMIZATION

The queue management system can be customized based on the industry in which your business functions (for e.g., retail service), your business offering, your business location(s), business size, etc.

While customers wait in line, most have little to do but wait. And for new-generation customers who thrive on instant gratification, waiting is frustrating, whether at banks, retail stores, government offices, or other retail outlets in the service industry.

 This is where queue management systems utilizing Digital Signage play an important role in reducing perceived wait time and customer impatience, then improving the overall customer experience.

 In addition to simply playing on the customer psyche by applying visual engagement to reduce perceived wait time, digital signage also provides other benefits to consumers and organizations and facilitates a positive transaction experience:

1. Inform customers

Digital signage improves the customer experience by conveying relevant information through a visual display. These may relate to queue status and counter availability, product or service features, promotional offers, public awareness information, or other content.

 Content can be customized based on industry; stores, for example, display products that lead to impulse purchases. Banks and government agencies can display current guidelines to ensure that customers/users are in the right queues with the right documents.

 2.  Engages and Entertains

Digital signage enables organizations to broadcast programs that engage and entertain customers, thereby reducing the perceived wait time. Customers waiting in a queue are the ideal attentive audience, ready to watch and absorb visual content.

 Visual entertainment – travel programs, documentaries, content relevant to the particular industry or business, etc. are usually apt to keep customers occupied and dim the impact of the queue length and the monotony of waiting.

 3. Let organizations advertise

Creating awareness of the products, the brand, the value of the brand, etc. It is the first step to improve income and business. Digital signage is the perfect platform for companies to create this awareness.

 Organizations can take advantage of the vain eyes of waiting consumers and display product-related information that can help cross-sell and up-sell. Other relevant information about the organization such as startup, core values, vision, etc. can be displayed to create a deeper connection with customers.

 4. Improve Employee Efficiency

Customers know the status of their queue and the availability of the counter via the screens, so they do not have to approach the employees to solve these questions. By viewing counter information and ticket status, queues are streamlined and service counters can focus on their core tasks.

Features & benefits of the qsys for increase customer experience and increases your business efficiency. Improve your customer experience with best services from Q-SYS.

We deliver in Kenya, Ethiopia and Nigeria.

 Features & Benefits of q-sys are as,

 CENTRALIZED CONTROL, MONITORING AND REPORTING

The centralized reporting system provides insights regarding the productivity of the employees, customer waiting time, operator performance, and other quantifiable information that helps businesses identify bottlenecks and recognize areas for improvement. The system also allows decision makers to view data across all branches, which in turn enables them to standardize services and carry out branch-wise analysis and comparison with ease.

 REAL TIME QUEUE STATUS

The system administrator can access real-time information on queue status, the number of active counters, issued tickets, waiting time information, serving time information, and many other metrics. Benchmark timing for service or waiting can be monitored and a notification is triggered to the system administrator every time this is exceeded.

 SELF SERVICE KIOSK

Q-SYS self-service kiosks are essentially screen devices at fixed points, that customers use to obtain queueing tickets for selected services. It incorporates several advanced features such as form filling, identifying customer priority levels, and advertising contents.

 INTEGRATION AND CUSTOMIZATION

The queue system is very flexible in terms of customization and integration, thanks to our in-house development capacity. This means that we can enhance the system at any time and every stage as per your business requirements. It incorporates built-in web APIs for different modules and many other centralized integrations with multi-channel applications such as Mobile App, web, and other thirdparty applications.

 INTEGRATED CUSTOMER FEEDBACK SOLUTION

When visiting health centers, patients are generally concerned, stressed and sometimes even in pain. Therefore, hospitals need to create a comfortable environment. Health centers are under tremendous pressure to provide better quality of care to more patients while facing limited resources. For hospitals in particular, this often means a stressful experience for both patients and staff.

Budget constraints, limited resources and competing priorities remain the biggest challenge for healthcare providers across the African continent. With this combination of pressures comes the need to optimize workflows and increase the efficiency of hospital operations.

There is empirical evidence that facilitating patient travel is one of those processes that can help healthcare providers improve the quality of their services. We will explore how to leverage specific queue management innovations to deliver better patient experiences.

Specially designed for hospitals, clinics, labs, testing facilities, healthcare facilities and pharmacies, our queuing system enables staff and management to effectively manage patient flow. This will significantly reduce patient waiting time and improve service. Different patients have different needs and require different treatments, so they have to be queued for different counters or wards. Our queuing system will manage them automatically based on your needs. The Hospital Queue Management System (QMS) enables management to easily implement policies and rules for the treatment of their patients, and will automatically follow these rules to manage patient flow.

Queue Solutions

In the wake of COVID-19, there is an increasing need for queue management systems that can handle patient flows safely and efficiently. The benefits of such an investment are significant. In the short term, you can improve productivity while significantly reducing costs by ensuring the right patient is in the right place at the right time. To do this effectively, hospitals need to visualize the patient's journey to eliminate bottlenecks and make the process of seeking treatment efficient and intuitive. The more seamless the experience you can create, the better the customer experience.

Mapping the patient's journey

A patient journey is in fact the steps that patients go through during a visit/treatment in the healthcare institution. For the understanding of patient journey, it is vital that it consists of several phases (before, during and after the visit), with each phase having one or more contact points.

By mapping the patient journey, healthcare providers can identify pain points and work on solutions to these problems. Many renowned studies have shown that reducing wait times is critical and valuable to a patient's perception of a hospital.

So why is it important for hospitals to make traveling easy for patients? Below I have summarized four reasons.

Reduce costs

A queue management system provides opportunities to reduce costs across the entire patient flow by making every step of the treatment search more effective.

 Improving the patient experience

With a queue management system, you can achieve optimal wait times, reduce perceived wait times and improve the overall patient perception of services in your hospital.

 Increased staff satisfaction

By streamlining patient flow and making it more efficient and structured, a hospital queuing system can increase staff satisfaction by simplifying the service delivery process.

 Collect important data

Nobody likes to wait and least of all sick patients. With the Q-SYS queue system you can give your patients the peace of mind they need as they wait for their turn.

We understand the flows in a hospital are complex with each patient’s journey being different. The system is designed to be flexible and efficient while allowing the administrator full control. It can be integrated to the hospital information management system and is capable of tracking a patient’s journey right from booking an appointment remotely through a mobile application, to arranging follow-up appointments before   leaving .

Our experience of working with health institutions ranging from multispecialty hospitals, to health centers, laboratories, medical clinics and dispensaries has enabled us to understand hospital operations better and custom design solutions accordingly.

Budget constraints, limited resources, and competing priorities remain the leading challenge amongst healthcare providers across the continent of Africa. With this combination of pressures, comes the need to streamline workflows and increase efficiencies in hospital operations.

There is empirical evidence that easing patient journeys is one such process that can help health providers improve the quality of their services. We shall explore how targeted innovations in queue management can be leveraged to deliver greater patient experiences.

Queueing solutions

In the wake of COVID-19, there is an increased need for queue management systems that can handle patient flows safely and efficiently. The benefits that accrue from such an investment are significant. In the short term, it can improve productivity whilst substantially decreasing costs by ensuring that the right patient is at the right place at the right time. To do this effectively, hospitals need to visualize the patient journey with a view of eliminating bottle necks and make the process of seeking treatment efficient and intuitive. The more seamless an experience you can create, the better the customer experience will be. 

Reducing costs: A queue management system opens up opportunities to reduce costs throughout the patient flow by making every step of seeking treatment more effective.

Improving the patient experience: With a queue management system, you can achieve optimal waiting times, reduce perceived waiting times and improve the patient’s overall perception of the services in your hospital.

Increasing staff satisfaction: By streamlining the patient flow and making it more efficient and structured, a hospital queue system can increase staff satisfaction by simplifying the process of service provision.