What is a Queue Management System?
Queue Management is a set of processes that helps you organise and control your customer’s waiting experience. Even if you’re not familiar with queue management systems (QMS), you’ve certainly encountered them in lots of commonplaces. Queue management systems take many different forms, including:
- Physical barriers (like the retractable belts at airport security)
- Sign-in sheets (standard at doctor’s offices)
- Taking tickets to determine the order of service (at the DMV, for example)
- A person (an usher who scans your ticket at a theatre and shows you to your seat)
Say goodbye to crowded waiting rooms and frustrated customers by automatically assigning visitors to the exact services they need as soon as they step through the door.
Our queue management system automatically informs customers what the expected wait time for their appointment is, freeing them up to spend that time however they’d like rather than sitting in a waiting room wondering when their name will be called.
Our software completely manages customer flow, streamlining the customer experience and giving you real-time insights into the customer service metrics that matter.
How we do it
Provide your customers with all the information they need for a seamless visit before they arrive.
Our queue management system also predicts how many agents you need each day, at each branch or office and department based on a statistical analysis of previous demand, current services goals, and future needs.
During the visit
Automate the customer journey with self-service kiosks, mobile check-in, and software-only solutions that improve customer flow regardless of your industry or size.
Get real-time insights you can use to optimize the customer experience, including the number of visits in a certain timeframe, average wait-times, and services delivered
Optimize your business by providing an in-depth analysis of customer experience and customer journey parameters.
Key features of our queue management system
Self Service Check-In
Automated check-in makes the arrival process more efficient for your customers and your staff
Our queue management system automatically verifies visitors’ identities, providing a seamless and secure check-in process
Automated Wait Time Alerts
Manage customer expectations and improve their experience by alerting them of wait times
Get real insights into customer behavior through detailed analytics
Visual and Audible Customer Notification
Ensure your customers don’t miss their slot, holding up operations
Real-Time and Historical Reports
Avoid long wait times by scheduling appointments based on detailed data
The advanced queue management system provided by ACF allows us to effectively manage our customers to provide the customer service excellence we committed to delivering. In addition to this, the system provides comprehensive reporting abilities to allow us to analyse our performance, identify peak contact times and efficiently plan staff resource to meet both our service commitments and business demands.
Nina Martin, City Helpdesk Manager
We love Q-Flow and don’t know what we would do without it. Because of Q-Flow we have made improvements to ensure that patient throughput and Customer Service standards are met on a consistent basis.
Finger Lakes Health
ACF has been a great partner, incredibly responsive and adaptive as we made adjustments. Q-Flow is the ‘crown jewel’ example of effectively managing county dollars. Other counties now visit our offices, just to see the system at work.