5 reasons to implement a Virtual Queue System in your business

-    What is this queue, James?
-    Virtual, sir.
-    Very long, James.
-    Long, but moving fast, sir.

This is how the old anecdote would sound if we paraphrased it today. In today’s digital world, consumers have high expectations. Technology has taught us to get what we want quickly, as a result of which people have less patience, and expectations for fast service are constantly rising. The conclusion is that companies that regularly have queues in their service centers must quickly find a solution or they risk falling out of favor with today’s convenience-oriented consumer. By implementing a virtual queue management system, you can modernize the way you serve visitors and make both your employees and customers happier.

The leading Bulgarian system integrator, Paraflow, recently completed the implementation of an integrated queue system (also known as Queue Management System or QMS) in seven customer centers of EVN Bulgaria.

Paraflow’s solution not only improved the user experience at EVN Bulgaria but also helped optimize workflow. The centralized system enabled the management of employees and workload. Through it, one can monitor the workload not only of employees but also of service counters and of all types of services.

Based on the collected data, the system provides a workload analysis – a detailed report with well-structured information and more parameters. This functionality provides a large-scale view that helps make an objective analysis of the workflow. An option was added for customers to check their remaining wait time using a QR code.

In summary, here are five key benefits a business can gain from implementing a queue management system, derived from Paraflow’s many years of experience in implementing information systems.

Business benefits of implementing a queue management system

1.    Improved customer experience
Queues and wait times are associated with low customer satisfaction. After implementing a QMS, wait times are significantly reduced, and real-time updates ensure that customers are served promptly. The results are more satisfied customers and shorter wait times.

2.    Improved operational efficiency
The queue management system helps businesses streamline their operational processes. By automating the process, companies can eliminate manual queue management tasks, reducing staff workload and increasing overall efficiency. The generation of various reports and analyses helps with process optimization.

3.    Increased revenue
Customers are more likely to return and recommend a business to others if they have a positive experience. By reducing wait times and improving customer satisfaction, a QMS can lead to increased revenue and business growth. Additionally, by reducing wait times, organizations can serve more customers in less time, increasing their overall sales volume.

4.    Valuable data and analytics
The queue management system can provide valuable information, including wait times, service duration, peak hours, and customer behavior. Businesses can use this data to identify trends, make informed decisions, and refine their service delivery.

5.    Increased employee productivity
A major advantage of virtual queues is that most aspects of customer flow management in service centers are automated. When physical queue management is done manually, employees constantly have to assess the number of waiting customers and track whose turn it is instead of focusing on their actual work.

Queue management systems are suitable for a number of industries, such as healthcare, retail, banking and finance, and government administration.

EVN Bulgaria is an energy company, part of the leading Austrian group EVN AG. Its activities include electricity production, distribution, and supply; production and supply of thermal energy; energy and carbon emissions trading; produce energy from renewable energy sources.