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Queue Management System.
June 24, 2015
0

Introduction

Customers are the most key component for an organization. Specially, for the service oriented organization like Bank, Telecom and any other one stop service centers. Managing the customer flow is critical to keep the service quality. Effective customer flow depends on the customers, who should have clear options and convenient, timely access to services that lead to positive results and customer satisfaction. Queue Pro is an effective & systematic queue management system designed to ensure disciplined & guided customer experience.

Functions

Benefits:

 For the customers/visitors

 Guiding in selection of the exact services and forwarding to the right service desks

 Service appointment

 Giving a comfort that the process is systematic

 Allowing free waiting time before service call announcement

 

For the organization:

 Service staff will know the reason of the visit prior arrival of customer

 Categorization of the services / customers and manage it accordingly

 Optimum resource allocation through statistical analysis

 Improvement of the service quality of the staff through better use of skills

 Dissemination of information during the waiting time

 Central MIS/ monitoring will make a common standard for all service center

 

Key interfaces:

Token dispensation:-

Customer will choose the desired service through this token dispenser. The service options would be shown in multi-language. Once the customer chose the service, based upon the current status of queue and their service nature, a token will be printed indicating token no, counter no and any promotional text. Queue pro support both touch based and button based token dispenser.

Soft Keypad for Service Desk:-

When the customer gets a printed token, the token number will pops in the list of queued customer at the desktop of that particular CSO. Once the customer’s query is served, CSO will mark the token as served, automatically the next token will be displayed in the LED and this will continue till the customers are waiting.

Digital signage:-

LCD TV is considered for digital signage and notification platform to the waiting customers. Apart from the options to display the token numbers with respective serving counters; the options are there to run different promotional materials as marketing tool.

 

Administration console:-

The administration console allows to management system centrally by different role group. The central administrator can manage the entire organizations configuration parameters relating to queue and creating the users; while the branch administration can manage their internal configuration based on their needs.

 

Report console:-

The report viewers can use this console to get the reports based on searching parameters. The reports have analysis with graphical interfaces. It can be also exported in MS Excel, MS Word or PDF format as convenient. Advance analytics report also available based on QlikView reporting tools.

 

Key Features:-

 Service will be selected by touch screen.

 Multi-lingual support for kiosk and voice announcement.

 Time based service pledge management with receipt print.

 Support single / multiple selection of service/s at the time of dispensing the token.

 Configurable token content printing options.

 The Kiosk has flash promotional / compliance messages while idle.

 Digital signage.

 Categorizes the customers with prioritizing the services.

 Tellers are able to view all relevant information of the customer arriving.

 Facility to redirect / reassign between services to service, counter to counter.

 Branch management console for defining and managing service counters to adjust queue.

 Can push token to specific teller

 Options for sending message to underperforming tellers

 Missing token management.

 Easy configuration of the services, desks, persons and priority of the token assignment.

 Customize menu expandability option for customer interface.

 Can select queuing method according to requirement.

 Support generation of unique token number for the day & branch based on priority.

 Supports to change the promotional messages.

 The report can be exported in PDF, MS Excel, MS Word etc.

 Central administration console.

 Supervisor will get alert for any kiosk printer error, underperforming teller’s log.

 Auto shut down menu from kiosk.

 Role based authentication for access in the system.

 Same system supports standalone, centralized or distributed mode with prescheduled sync.

 The system is hardware independent and can support any hardware.

 The system runs in Windows, Linux and UNIX platform.

 API is provided for integration with 3rd party devices like CallPad, Google TV, LED display etc.

 Customer can choose industry standard database like MySQL, MSSQL

 SMS notification management.

Platform : Microsoft ASP .NET 4.5, SQL Server 2008 IIS 7.0

Clients : Aisa Memorial Hospital.