1. User Interaction

Upon entering the premise, the customer requests a service type and automatically enlists the customer into the queuing list.

At this stage, customer needs can be pre-determined. When a customer selects a transaction, the service provider can send the appropriate staff (with the correct level of expertise) to attend the customer. This result in a more effective customer service, recognising customer needs before the actual transaction. The customer will then be directed to the waiting area.

Customers can also be asked to enter their transaction or personal details for a faster process of transaction. Entering this data will be useful as staff are equipped with their customer details for a more efficient customer service.

2. Waiting Area

After service selections, most often the customer will be asked to wait in a provided area, or to browse around the service provider's premises. The multimedia display makes waiting a more comfortable experience for customers as they can watch marketing, informational and entertainment materials through the display monitors.

Customers are more aware of services that are provided which can lead to greater sales for the service provider. This effect reduces customer's perception of waiting time, which leads to happier, more receptive customers.

3. Service

If customer details are entered during the service selection process, staffs at the service provider (both at the front, or back counters) can start any preparations before the customer arrives at the counter. This may include customer's previous transactions, enquiries and etc.

At this stage, counter staffs can monitor their performance through a threshold function installed at their counter computers. Customer waiting times and staff serving times is recorded in real-time format. This function encourages staff to work more efficiently for a faster customer service.

4. Manage Performance

All front counter activities are recorded in the system administration module installed at the back office. Reports can be generated for branch managers to analyse their branch performances. This includes customer behaviour, waiting times, serving times as well as peak times at the premise. Branch managers can now organise their human resources and staff rostering through analysing transaction reports. Branch managers can also recognise additional training and support required to prevent organisational inefficiencies.

A centralised branch report can be generated if SMARTQUEUE® is installed in all branches. All data can be generated based on trend analysis, to provide a branch to branch comparison. This is extremely handy for top managements to analyse their branch performances.