When you are looking for a queue management system, you must inevitably think about the hosting strategy of your customers/visitors!
When a company plans to implement a queue management solution, it generally does not notice the number of visitors to the waiting room or service areas. In fact, this visible part is just one of the many strategic elements of customer service.
By conducting observational clinics and working methods with our clients, we generally find the following:
During the first working clinic to integrate a reception management system, we draw with the managers the visitor routes via observation work on site or by camera.
Here is a concrete case that will make you smile.
Client: Health Sector
Traffic: Over 86 000 visitors per year | Varied clientele
Background: Several waiting rooms, access for visitors via several entrances to the building. Multiple service provision, complex and specialized terminology.
Situation: Implementation of a file management system integrated with the building’s signs. We also need to find improvement solutions to maximize the solution in place. Very modern signage, superb design with a concern for the detail of all the services offered.
History: During the evaluation of the project and the elaboration of the performance estimate, we proposed to the client to put in place a process of observing the methods of work and evaluation of the visitor course. For this step, we are implanting a camera to see and measure the ticket-taking/ticketing steps of the visitors. Then we follow the service process through the history in the system. Generally, it is noted that the process of file management and service (interview with the visitor) is well controlled by the users, because it is part of their administrative process (natural comfort zone of the managers). As a result of compiling the collected information, we draw the observed process by identifying the maximization points, the measurement tools to be integrated into the management dashboard.
If I return to our camera, it has allowed us to see for a day that more than 500 people showed up at the ticket terminal at different key moments of the day. This is the welcome phase, the P1 process of the visitor path in our jargon. Here are the findings (visitors):
We found that the reading time of the information board generated a queue (Indian file) for the taking of banknotes on the queue management system …. In addition, the visitor seemed stressed by the choices offered and the impatience of the waiting visitors. This type of host causes a substep cascade with no added values. (Error, request for information, adding resources, etc.)
With this real case, one can highlight that the management of the reception is a precondition to the management of a queue. Many of our clients discover at our clinics that the hosting process is a strategic part of queuing management. With this process, we illustrate to the managers that we can frame the visitor reception and offer different solutions to improve their experience.
The main scenarios of the hosting process are summarised:
In conclusion, the management of the file starts with the management of the reception, and when someone will approach you and ask you if it is the right ticket … think of us!
Definition: The reception, a strategic element crucial to the business strategy, the welcome vehicle the image and the brand of the entity,
The role of the host can have 3 goals:
Ce n’est pas juste de la télé!