What is Queue Management? A Complete Guide for Businesses

What is queue management? In simple terms, it’s the management of customers needing service from your business. Physical lines in a retail business show signs of healthy demand, so long queues are not bad. Your business is worth the wait. But the amount of time people are willing to wait in lines (virtual or physical) varies by sector:

• Healthcare - 18 minutes and 35 seconds
• Restaurants - 23 to 40 minutes
• Government Agencies - 30 minutes

Modern businesses must shift their focus to customer experience and operational efficiency. Defining queue management and integrating online and on-site solutions minimizes staff downtime and wait times (a win-win for everyone).

What is Queue Management?

High customer volume is the “goal” for many businesses. Long lines equal higher demand and revenue. Sectors that fall into this category include:

• Banking
• Healthcare
• Retail

Even government agencies require queue management systems that control customer flow across all physical and virtual environments.  In a restaurant, there are wait times for talking to the host or hostess and to be seated. You’ll find similar approaches when visiting a healthcare facility, waiting at the DMV or looking to speak to an advisor at the bank.

The Importance of Queue Management in Customer Experience

Queues that are too long impact customer satisfaction. One study found that 60% of customers feel that wait times are the worst part of using services. The last time you had to spend an excessive time waiting in physical or virtual queues, did you feel: How long are you willing to wait before it starts to impact your overall customer experience? Not long. The ends must justify the means. You’re likely more willing to wait for a meeting with a mortgage broker than to open a savings account.

So, then, what is queue management really about?

1. Enhancing Customer Satisfaction

Organization, short wait times and happy customers are the cornerstones of these systems. People want to feel like a priority and are willing to wait an “acceptable” amount of time, which varies from one industry to the next.

In the service industry, 88% of professionals state that customer expectations are higher than in the past.

If you want to make customers happier, it’s time to optimize resource allocation. 

2. Streamlining Operations

Queues are overflowing for one of two reasons:

1. Poor resource allocation 
2. Demand is too high (always a good thing)

Smoother operational flow, through this form of management, allows you to optimize resources and improve efficiency and customer satisfaction.

3. Improving Brand Loyalty

Queue management solutions also have a direct impact on long-term customer loyalty. Happy customers are:

• 5% more likely to stay with a business for every 1% increase in satisfaction
• 57% more  likely to recommend your company
• 34% less likely to switch brands

Combining your management into one main system will help you achieve all of these benefits and more.

What is a Queue Management System (QMS)?

A QMS takes the concept of basic management and compiles it into a single solution that manages multiple aspects of the customer journey:

• Hardware: Kiosks and displays offer brick-and-mortar locations options to connect with customers without a service rep. Customers are kept in the loop with informative displays that connect to your QMS.
• Software: Apps and virtual queuing connect to your backend to keep your customers and staff up to date. Internal analytics help management better understand where friction occurs and how to improve service further.
• Communication Tools: SMS and notifications alert anyone in the queue about their appointments. Companies also reduce no-show rates with reminder automation.

Your QMS eliminates the need for multiple solutions by packaging a comprehensive offer into one cohesive platform.

Types of Queue Management Systems

Multiple types of queuing systems exist to meet the needs of customers physically and virtually. 

📍 Physical Queue Management Systems

You walk into an office, receive a ticket and wait to hear your number being called. This is what a physical QMS is all about. Any form of managing queues within a physical location falls within this scope:

• Ticketing systems
• Sign-in sheets

Signing into a doctor’s or dentist’s office by going up to the rep or writing your name on a sign-in sheet means that you’re in a physical queuing environment.

📲 Virtual Queue Management Systems

A virtual management system is a must-have in today’s customer-centric business environment. Elements of these systems include:

• Mobile and web apps: Customers join a queue remotely on their mobile device, either through a mobile or web app. Staff monitor these queues on a dashboard that connects directly to anyone in the queue.
• Kiosk-based Virtual Queuing: Customers can also join virtual queues at kiosks to monitor their place in line virtually. 

A QMS often offers a cohesive experience that connects both physical and virtual queues. Businesses monitor all of these queues through staff dashboards and optimization systems that reduce wait times.

Benefits of Queue Management Systems

There are many advantages to adopting an automated queue management system, including:

Reduced Wait Times

Queue management systems prioritize and categorize customers based on their needs, allowing for more efficient routing to the appropriate staff member.

Additionally, teams are notified of the customer’s reason for service, which helps them prepare for the interaction and deliver a better experience.

Enhanced Operational Efficiency

A customer queue management system can greatly enhance your operational efficiency by improving staff management and resource allocation.

Through data insights, automation and AI-powered features, you can reduce bottlenecks and deliver services more effectively.

Flexibility for Customers

Customer queue management empowers customers to wait wherever they want. Virtual queue systems deliver real-time notifications and reduce perceived wait times, so customers feel satisfied with their experience. 

Better Data Insights

Data is power. Queue management systems collect and analyze key data you can use to improve your service, delivery and customer experience. 

Real-World Examples of Queue Management Systems

To put the benefits of a QMS into perspective, let’s look at some real-world examples of these solutions. 

Retail Industry

A retail queue management system can help a busy electronics or telecom store serve customers more efficiently. 

In a scenario like this, customers may be dropping in to buy new phones, get repairs or resolve billing issues.

A queue management solution will eliminate confusion and long wait times to ensure customers are served as quickly and effectively as possible.

Here’s how the system may work:

• A customer checks in at a digital kiosk or through a mobile app.
• They choose the reason for their visit (i.e., billing issue or phone repair).
• The customer is put into a virtual queue based on their selected service type and urgency.
• Staff are notified of the customer’s reason for their visit and assigned accordingly.
• The customer is notified when it’s their turn to be helped.

A system like this will reduce perceived wait times, optimize staff productivity and improve customer satisfaction.

Healthcare Sector

Having a waiting management system is crucial in the healthcare sector to ensure patient safety, reduce wait times and enhance patient care.

An urgent care facility, for example, may use a queuing system that:

• Allows patients to check in via a mobile app or kiosk.
• Uses an AI-based system to prioritize patients based on the severity of their condition
• Creates a dynamic and prioritized queue based on real-time data
• Updates displays in waiting areas or sends SMS to patients about their wait times
• Alerts staff of upcoming patient needs to ensure better prep and resource allocation

Advanced and optimized queue management systems allow healthcare facilities to deliver care faster and with greater precision.

Banking Industry

Bank branches can use queue management software to assist customers with account openings, loan consultations, issue resolution and more. 

With a queue system in place, banks can:

• Allow customers to check in via an app or self-serve kiosk inside of the branch.
• Select their desired service.
• Categorize, prioritize and route customers based on their needs. 
• Assign customers ticket numbers and update digital displays with real-time wait information.
• Empower branch managers to reallocate resources during peak times to serve customers more efficiently.

Along with reduced wait times, banks can improve their customer flow and staff productivity while gaining access to valuable data insights to make more informed decisions.

How to Choose the Best Queue Management System for Your Business

The benefits of a queue management system are clear, but how do you find the right solution for your business?

There are several things to consider when weighing your options, starting with your needs.

Assess Your Business Needs

Every business has its own unique needs. What are yours? What does your business specifically need to improve its queue management?

Consider your:

• Industry
• Customer volume
• Service delivery style

A bank, for example, will likely have higher volume and more complex customer needs than a retail business. Healthcare facilities will have HIPAA concerns and other compliance regulations that will inform their decision.

Understanding your needs will help you narrow down your options and compare them more effectively when choosing a system.

Evaluate Features

Now that you have a clear picture of your needs, you can start evaluating product features.

When comparing customer service queue management systems, consider critical features like:

• Mobile accessibility. Are client-facing features mobile-friendly? Today’s consumers expect to be able to check in, get queue time information and more right from their smartphones.
• Integration. Does the system integrate into your current tech stack? Easy integration with tools like Salesforce, Zoom, Teams, WhatsApp and other solutions will help simplify the adoption process and make it easier to implement into your workflow.
• Scalability. As your business and customer flow increases, will the solution scale with you? Look for systems with flexible frameworks and cloud-based features that can scale up or down as needed.
• Analytics and reporting tools. Can you view reports and key metrics that will help you refine and improve your queue management over time? Your system should provide visibility on critical KPIs like customer wait times to help you meet internal goals.

You may also have other unique functions that you want or need. Make sure you’re evaluating solutions based on all of the features you need.

Consider Cost

Finally, consider the cost of each solution. Evaluate pricing based on your internal budget and business size to ensure you’re making a smart investment. 

Additionally, consider the return on your investment in terms of an improved customer experience and greater efficiency. 

How to Implement a Queue Management System

Now that you’ve selected a system, you can move on to the most important step: implementation. The goal at this stage is to ensure your entire team understands the benefits of your new system and is on board with adopting it.

Taking a strategic approach to implementation will make the entire process as smooth and stress-free as possible.

Define Objectives

Before you start the implementation process, take a moment to define your objectives.

What do you want to achieve with your queue management system?

Do you want to:

• Reduce wait times?
• Boost customer satisfaction?
• Improve resource management?

Defining your objectives will help you approach training and monitoring more intentionally.

Train Your Staff

Once you’ve clarified the objectives for your digital queue management system, you can focus on training your staff on how to use it effectively.

Create a plan for the training stage and explore any training options offered by the company. 

Monitor and Refine

Implementing an electronic queue management system is just the first step. Once your system is up and running, it’s important to monitor its performance and make adjustments based on data insights. 

Consider asking customers to rate their experience using your system and provide feedback that you can use to make improvements.

Adopting a culture of continuous improvement will help you maximize the benefits of your system and continue to enhance the customer experience.  

The Future of Queue Management: Virtual and AI-powered Systems

Advancements in queue management have made it easier than ever to create a more positive customer journey by reducing wait times and improving efficiency.

But what does the future hold? 

Virtual and AI-powered systems are the way forward. They open the door to smarter and even more efficient service. For example, AI can look at your customer data to:

• Spot trends 
• Predict high-volume periods 
• Help you adjust resources and prepare ahead of time for peak hours

AI can even help you monitor foot traffic in real-time, so you can shift your staff where they’re needed the most. 

With the help of natural language processing (NLP), you can analyze customer preferences and interactions to deliver more personalized responses or offer tailored services. 

Seamless integration options, real-time data processing and AI-driven decision-making features are paving the way for smarter systems that further improve customer flow and resource allocation. All of this results in a better overall customer experience.

Conclusion: Why Queue Management is Essential for Modern Businesses

Whether you run a retail store, bank or doctor’s office, you know that delivering fast and efficient service is crucial. 

A QMS can help you achieve this goal. From quicker service to greater personalization, the right solution will help your team resolve issues faster and complete services with greater efficiency. 

In this post, we’ve answered the pressing question, “What is queue management?” But it’s time for you to discover the true benefits of implementing a system into your own business. 

Take the time to weigh all of your options and choose a solution that aligns with your goals and needs.