QUEUE MANAGEMENT

No need to just stand in line…

Historical Queue Management systems were all about getting the customer in and out of your business as quick as possible in an orderly fashion. Today, thankfully, Queue Management systems can offer a lot more. Q-Flow can help businesses make informed, timely decisions, improve business process and the overall customer experience.

Q-Flow enables automated management of pre-booked appointments online or via a call centre.
Research has shown that if you know why your customer is coming to see you, you have a greater chance not only to service their enquiry faster (therefore offering a higher standard of customer experience) but more importantly, you have a better chance to upsell. This is especially important for retailers, banks and financial institutions where upselling can create an extra 25 to 30% revenue against pre-booked appointments. Pre-booked appointments also allow you and your business to schedule your staff more efficiently; again, the result is offering an improved customer experience.

With regards to ‘traditional’ walk in-customers, Q-Flow can also improve your current processes. Today, many companies are looking towards technology to solve the problem of queue management. Q-Flow has the ability to deploy Tablet Technology, allowing for ‘concierge’ style operation of ‘meet & greet’. By using a tablet, your staff are no longer filling out reception cards or even worse, scrap pieces of paper! As you’ll be capturing the customers’ details on the tablet, their details will automatically be forwarded to the next available staff member who is best suited to deal with their enquiry. This means that, once again, your customers are processed more efficiently; your staff have a better understanding of the customers’ requirements and therefore more opportunity to upsell.

Q-Flow self-service kiosk allows customers to book themselves into a virtual queue. The kiosk will offer a number of options to which the customer can select the reason they are there. They are then placed automatically into a virtual queue and given directions to the waiting area. Whilst no one likes to feel that they are just wasting time, Q-Flow Digital Signage will keep your customers entertained by playing specific adverts that are relevant to their appointment. Q-Flow Digital Signage will also play local or national news feeds such as Foxtel, ABC etc.

If waiting around isn’t your customer’s thing, then Q-Flow Herald module will notify them by SMS text when they are within ten minutes of being seen.

As regards the management facilities within Q-Flow, reporting is the key. Q-Flow utilises real time data metrics to measure customer wait times, staff service times, staff idle times, key performance indicators and management statistics.

There is no doubt that using a modern queue management system will bring improved efficiencies into your organisation, through better understanding of customer appointments, greater opportunity to upsell, better understanding of staff activity and better visibility of the business.

Queue Management Case Studies

The NEXA Group have installed the Q-Flow solution in many institutions across a broad range of industries such as Healthcare, Education, Local Government and Financial Services. The following case studies highlight the many benefits our customers are realising from our technology.

Cabrini Health