Queue Management Customer Experience

How to choose a Queue Management System? PART I

By Tobias Bessone on April, 28 2015

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Tobias Bessone

Deputy CEO Wavetec
Is a renowned industry professional in the customer experience solutions industry. He has an obsessive passion for customer facing technologies that help corporations improve their service areas & customer experiences. He consults to some of the world’s largest brands on their customer experience strategy and journey; his focus areas are New Product Development and Customer Journey Design.



Ten factors to consider to make the right decision

Embracing innovation is a strategic decision that requires the consideration of important factors so that the selected technological solution represents a significant commitment from the company as a whole.   Companies that maintain channels of communication and information exchange with their customers in their service areas face the daily challenge of providing service promptly to their customers.

To achieve this end, a Queue management solution was developed to organize the flow of customers in the branch, connect the customers with the sought brand and service, and measure the significant variables in real-time, which constitute the efficiency and effectiveness of the service provided. When it comes to the implementation of queueing systems, choosing a random system can result in great economic and intangible losses, if the essential factors for choosing the best company’s queue management system are not considered adequately. 

In the first part of this article, we will focus on five of the 10 most important considerations when choosing the best Queue management system:

  1. Flexible and customizable

It is recommended to choose a “tailor-made”, queue management system that offers custom care options according to your company’s services, service area, and customer footfall, among others. It is possible to choose from specific queue models considering customer tastes, preferences, priorities, and demands.

Moreover, beyond its functional features, it is possible to select a solution that perfectly reflects the company’s visual identity, as well as its design and architecture, to be perfectly aligned with the brand’s identity.

q sol 1

  1. Centralized management and scalability

Nowadays, companies are expanding rapidly, offering products and services, and providing customer services in a wide territorial range. Most of them are likely to have a large number of geographically dispersed branches. 

This is where a centralized queue management system becomes a need instead of an opportunity as advanced technological solutions allow installed software to monitor system activity in all branches. It is important to consider the company’s scalability projection while choosing a queue management system, to support and adapt to the company’s growth rate and new challenges.

  1. Remarkable experience

For a customer, a remarkable experience entails a visit to a branch or care center that makes him feel good about the experience and the interaction with your brand and turns him into a brand loyalist.  It may also refer to the positive memory of the experience since it was fun and pleasing; the customer was given importance, and just not treated like a number, tediously and dully waiting to be served.


The queue management system has a lot to offer and change customers ‘experiences while connecting customers with the brand. It is more than just a service-listed order. It represents a unique opportunity for a brand to engage with the customer. Queue management systems help customers overcome the anxious waiting time, whereas integrated digital signage and mobile solutions linked to the queue Management System ensure that customers have an interactive, dynamic, and entertaining exchange with the company.

  1. Real-time monitoring

It is important to identify a queue management solution that enables you to monitor the activities of the branches and facilitates decision-making and ongoing process improvements. The queuing solution should generate information and specific data dashboards in real-time, which are useful and necessary for your company to deliver an effective and efficient service. It is possible to create SMS text and email alerts to closely monitor the technological platform in terms of the solution infrastructure, which serves as an indication of its scope as a corporate solution.

  1. Mobile ticketing

Can you imagine what it would be like if your customers can get a virtual queuing ticket to avail of one of your services and be a part of your queues before actually arriving at your branch? Do you realize how this can positively impact customer experiences and your brand?

Or even simpler, can you imagine a customer visiting a branch being served instantly, without waiting in queues? This enticing opportunity is offered by a queue management system with an integrated mobile application that allows customers to reserve their virtual places in a queue, and choose a branch to be served strategically and smartly. It involves boosting all aspects of the service and communication process with the customer.

A queuing solution plays an interactive and decisive role by smoothly distributing the flow of customers in physical service areas, where demand can collapse at times. This allows achieving better use of personal time since customers are well informed of the exact waiting time. A queue management system that is integrated with mobile solutions greatly empowers customers and gives them control over their time, which is very important for them.

We would like to invite you to continue reading the second part of this article “How to choose a Queue management system?” where you will find the remaining five aspects to take into account when making the right decision in terms of enhancing customer experience in your service areas.

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