COVID-19 has been referred to as “the great pause,” a phase of reflection. As the world shifts due to the vexing virus, so has the medical, retail and overall service industry. It will take time for business to return to normal but there are many resources available to you to commence a profitable operation.
Therefore, let’s focus on potential solutions rather than the negative repercussions. Living in a highly advanced technological epoch, there are a plethora of opportunities to evolve and operate your business as best as possible. And who knows? Maybe the new shift will result in fruition.
In order to meet compulsory safety measures, having an all in one solution software for online booking and screening patients in advance is necessary.
Considering the pros and cons of an online Queue Management System could further strengthen your customer retention.
What is a Virtual Queue Management System?
It’s a software that handles walk-in traffic and manages wait times, as its primary feature. It’s also a management solution that allows virtual customer service by managing digital and physical (walk-in) customer interconnection and routing. To see a quick example of how the system could operate, refer to this video.
For instance, it’s the opposite of traditional queuing which is the act of making customers wait in line to be served by a customer care representative and if they leave, they will lose their spot. This type of queuing results in people crowding the vicinity waiting to be served and when they are fed up and leave the queue, their place is replaced by someone else.
Because of this major downfall of the traditional queue system, we’ve done our due diligence and gathered the benefits (and not the so benefits) of this simple yet inventing management system.
What are the Pros of a Virtual Queue Management System?
Let’s discover them.
1. Reduce wait times – A study done by Qminder on the maximum wait times clients are willing to wait resulted in the following outcome:
Looking at the results, one can assume that customers are unwilling to wait long durations. This leads to one outcome for your business; missed revenue.
2. Overall Client Satisfaction – This one is simple. The more a business adjusts to the needs of its target market by valuing their time, the higher the probability of customer loyalty being created in the long run. Cutback on wait time also eliminates anxiety (usually associated with waiting) and the negative association between your business and lineups could be reversed.
3. Increase Sales – By enhancing the customer experience you are driving recurring appointments. Good strategy for upselling and increasing repeat customers.
4. Achieve Employee Efficiency – Would you assume an overcrowded work area where employees have to manually control wait times is more productive or a well managed area with a digital system in place automatically doing the work for you? This one is a no-brainer.
5. Reduce Operational Costs – Did you know that a payroll that exceeds 30% of gross revenue can result in a business failing? Which why it is so important to put the right systems in place to decrease unnecessary workload and your staff can focus on essential tasks that they are trained for.
6. Decrease Spread of Disease – Fewer people in your (waiting) area, the lower the risk of a pandemic.
These are some of the basic benefits of having a queue management system in place. More comprehensive benefits include utilizing customer data, as an example.
No system is flawless however, and all factors should be considered before adapting your organization to a new system.
What are the Cons of a Virtual Queue Management System?
Let’s discover them.
1. No Contingency Plan – Systems are not engineered for emergencies or unforeseen issues that could potentially arise. Emergencies will be handled first and others need to be contacted manually to be informed of delays. This could raise new problems instead of solving current problems.
2. Limited Ability – Generally speaking with the queuing system, the ability to capture a health record or prescription and associate it to the patient record is more ad hoc and can cause additional delays. In other words, if you are using an all in one solutions software it’s more effective to ask the questions you want to ask in advance and associate the response/forms to the clients record to refer back to vs just a quick “add me to the list” and then discover what the client is coming in for.
3. System Errors – With any type of digital software and applications, glitches and random/systematic errors are common.
4. Internet Connection – In order for the system to do what it does, it’s vital for your business and clients to have quality internet access and a reliable signal. Here are some tips to boost your wifi signal.
5. It Can Feel Like a Loss Of Management – Some business owners prefer to micromanage. Relying on a quo management system does not fit their psychology.
6. Cost – There will be initial setup cost and ongoing premiums associated with these systems.
Wrapping it Up
A potent online presence allows you to gain the credibility you need to attract more customers and provides easy accessibility for people to find you.
In addition to offering a positive booking experience for your clients via online booking, we do recommend a queue management system to help minimize wait times, personalize your services, and utilize your teams abilities to its maximum potential.
Improve customer retention and gain a competitive advantage with a Virtual Queue Management System. It’s simple. but powerful.