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How to Implement a Retail Queue Management System

by allendaniel
Retail Queue Management System

For any industry, waiting time is intolerable! The retail business is not an exception here! The research says that 90% of visitors abandon purchasing if they have to suffer long queues. Hence, for improving the experience, it is advisable to switch to Retail Queue Management System. Higher customer satisfaction, less waiting time and reduced card abandonment are some of the consequences of an effective queuing system.

Believingly, for retailers, an automated queue management system is highly important.  But, there are many on the list who do not acknowledge how it is paramount in check-out line management. Mainly, they prioritize engaging customers and overlook the purchasing experience. Doing so will only lead to unfavorable results. Choosing a reliable queue management system serves retailers in the best possible way.  To believe the recent statistics, the CAGR of the queuing system will reach USD 1,165.94 Million by 2026.

Why is using the Retail Queue Management System important?

Thinking that customers will definitely purchase when in line is fine, however, the condition changes when the queue is long and the customer is in a rush. One way or another, their time is wasted, and they develop negative thoughts, frustration and annoyance. Indeed, they will not prefer to buy from you in future.

Retail Queuing Software

When in the retail industry, you are serving a large number of customers on a daily basis. Hence, you have to put effort and time into checkout line management. On the contrary, if you will not, then it results in dissatisfied customers that are not beneficial for your business. The Retail Online Queue Management Solution is here for making a smooth check-out process. Positively, it confirms converting the long queues into seamless and easy manageable queues; though, assuring to serve the customers at the counter in the desired time frame. 

Still, if you are not compelled to use a queuing solution, then we have drafted some questions for you, read-on!

Customer’s population

How many customers does your business serve?

According to the answer, the customer population can be classified as:

  • Unlimited: This situation is faced by almost all retailers, particularly unexpected and random walk-ins. You can consider shopping check counters and banks as an example here. 
  • Limited: When the business has a cap on the customers to serve. Here, passengers waiting for their turn to board a flight could be an example.

Arrival Methods

Are your customers visiting in groups or individually? Or what is the time frame for two consecutive arrivals? 

By answering such questions, you will have an idea of defining the random allocation of intervals as the Arrival Pattern.

Service and Resources Mechanism

Which resources do you require and what service do you provide?

As per the accessible number of servers, there can be one server (single-channel system) or many servers (multi-channel system). So, when it comes to many servers, the categorization of servers is in the form of series. That implies a different queue for every server. Additionally, it could also be in parallel form; which means one queue for each server. 

After finding the approximate time frame for serving the customers, you can count on the duration of service allocation known as Service Pattern. 

Queue Handling

Usually, there are two queries that could be asked while handling the queues:

Who is the next customer? What is your customer’s behaviour in the queue?

In general, there are two queuing disciplines:

  • FIFO (First in First Out)
  • LIFO (Last in First Out)
  • Served randomly 

Also, the particular metrics of the queuing domain can be defined by a retailer as well. Like, the queues can be categorized according to the time taken to serve them. For several retail industries, serving customers needs less time to reduce the approximate waiting time. 

Customer Behavior

We, of course, want to serve the best customers, but it cannot be the case all the time. There are times when the businesses have to deal with different customers, like:

  • Reneging: Customer leaves if not served on time and waits for much time.
  • Balking: These are customers who do not join the queue if it’s much longer. 
  • Jockeying: The customers who move to the shorter line. 

But, the crux says that rather than blaming the customers, it would be better to make their experience the best. And, again it is possible with the automated queue management system. The solution not only looks after the qualitative details but holds the features of engaging customers. 

Managing Retail Queues With Different Phases

Certainly, businesses encounter queues on a daily basis, and the way you are following to manage is highly important. Also, the reason is only that if you will not be able to serve it in the best way, then, there will be a decrease in daily footfall. 

For leveraging Retail Online Queue Management Solution properly, you need to know the type of queuing solution your retail business requires. Essentially, there are two metrics; the number of service phases and the number of servers (channels).  Keep on reading to find out various ways used by businesses for managing long queues:

Single Phase and Single Channel

It includes a single server and when the customer is getting served, complete service will be given. For Single-phase and single-channel businesses, Cash Wash can be the best example. 

Multi-Phase and Single Channel

This service type is classified into different steps for quick queues. Also, the retail businesses come under this category.  Consequently, there are several counters with different operations like opening new accounts, deposits, withdrawals and many more. 

Single Phase and Multi-Channel

The queues get divided by customer type. Usually, it includes different queues for senior citizens, women and business class passengers, etc. 

Multi-Phase and Multi-Channel

Several servers give services in different phases. The dry cleaner with many dryers and washers in multi-phase and multi-channel could be an example here. 

How is the Retail Queue Management System beneficial?

The automated queue management system possesses several capabilities and benefits that cannot be assured by any conventional ways of handling queues. Check them out below:

  • Measuring and tracking the physical interaction among sales and customer associates.
  • Offering quick insights (reports) into resource distribution.
  • Providing updated information for optimizing the services.
  • Customer service counter and customer experience optimization
  • Reducing the waiting time for services
  • Boosting customer satisfaction level
  • Enhancing customer retention rate

Once you apply the online retail queue management solution, there will be:

  • Organized queues
  • Contactless and safe queues
  • Higher customer loyalty level 
  • higher customer retention rate
  • Enhanced staff effectiveness for more profitability and sales
  • Cost optimization
  • effective checkouts, etc.

Concluding Remarks

Because of the retail queuing solution, you can smartly manage your queues. In addition to not only collecting and sharing the real-time information of customers in queues, its powerful algorithms calculate the approximate waiting time of customers. In all, it gives the retailers the guarantee to operate the business effectively, with higher productivity. 

So, which queuing solution have you implemented in your retail business? Is it able to fulfill your demands? Are your customers’ satisfied? Share your thoughts!

Also Read: Reasons Why Your Business Needs a Mobile App

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