The consulting company E.Life, which specializes in social networks, has carried out some research focused on the number of times the word “queues” or “lines” is seen in tweets in Mexico.
A sample of 50.000 tweets has shown that 85% of people express some sort of complaint about the organisation or company where they are going through the frustrating, time- consuming experience of queuing. Another 37% of comments explicitly mention the number of minutes people have wasted to carry out a procedure. A rather small percentage joke about the experience, while others make reference to the length of the line –in metres-, the number of people waiting, and even to those cutting in line disrespectfully. These data demonstrate how disturbing it is for people to feel time slips away while waiting to be served either at a shop, bank, public office, or service company.
We are convinced that improving people’s lives is technology’s raison d’être, and so is the fundamental goal of our endeavours. A good example of this is mobile technology which allows us to offer innovating queue management solutions, i.e. real evolution that may benefit millions of people and organisations as well.
Certain developments such as Mobile Queue Management application offer customers the possibility of using their mobile phones to ask for appointments, search for the closest branch or the one with the shortest waiting queue, and get updates about remaining waiting time. This development gives users the advantage of using their time more efficiently by doing other activities until the mobile solution notifies them when their waiting time is coming to an end.
Certainly, the implementation of this type of technological development represents a significant qualitative leap in terms of service provision; and most importantly, it enables its integration to other pre-existing mobile applications already in place thus promoting their accessibility (e.g.: home-banking). However, implementing these types of systems does not bring about qualitative benefits exclusively; these solutions entail clear, quantitative advances since they significantly enhance the provision of services as well as the optimization of the organization’s resources by allowing, for instance, the reduction of the physical areas assigned to waiting.
On the other hand, if considered as channel of interaction with customers, the Mobile Queue Management Solution adds one more precise means to get the desired message across to the right person at the suitable time, while bearing in mind that smart phones facilitate the identification of customers; in other words, they allow organisations to send messages intimately connected to their customer’s profile.
The incorporation of the above outlined mobile services singles out organisations which are respectful of their customers’ time, which encourages higher levels of attention service efficiency that impact positively on users’ productivity. We are convinced that when widely expanded, the application of Mobile Queue Management Solutions will add to promoting more productive societies.