Queue Management System

The supplier installs and configures the system, but there are some steps you need to think about throughout the implementation phase. Below are a few examples of what we recommend organizations to consider when implementing a Queue Management System. 

Identify your business needs

The required functions of a Queue Management System vary among organizations, industries, and countries. Therefore, you’ll need to thoroughly identify your needs together with the supplier as the first step.

As stated in the article, How to reduce customer wait times with automation, Steve Jobs once said, “You start with the customer and work backwards with the technology.” When identifying your needs, start with creating a list of all the services you provide. Make sure you separate between the services you provide and the services you perform. It’s a big difference.

Walk the customer journey yourself. By actually going through each customer touch point, you can easily detect gaps and breaks in your customer journey.

Set clear objectives

To ensure high quality, cost savings, and effective timings during the implementation phase, we recommend that organizations mutually agree on objectives and expectations and plan the implementation together with the Queue Management System supplier. 

In the article, How to reduce customer wait times with automation, the author define the service level as the maximum time that it is okay for the customer to wait in a queue. One important objective when implementing a Queue Management System is to define this acceptable wait time for each queue. Then you can configure the system to call the customer closest to the end of his/her service level.

Test the system before launch

After the supplier has configured the software and installed the hardware on your premise, you must get time to test and verify that the solution meets your objectives and expectations.

Develop the right skill sets

To maximize the value of the Queue Management System, your employees must develop the right skill sets. We recommend that you require proper training from your supplier.

Evaluate and refine

Make sure you continually evaluate your results from the Queue Management System. Does it solve your needs and meet your objectives? Have a close dialogue with your supplier to refine if needed. 

On the page, a world-class client success program, you can read more about how we help our customers design, develop, and implement Queue Management Systems.