Electronic queue or problems of its use and implementation
A couple of days ago, a topic appeared on Habré on the introduction of an electronic queue in a public institution of the Kurgan region. The author of the topic decided to go his own way and write his system for the necessary tasks specifically for this institution. For which I express great respect to him. What did I want to cover in my first topic, you ask? I would like to write about the benefits of using such systems and what the team that implements such systems faces.
To begin with, just a couple of years ago there were only a few such systems and they cost a lot of money. As for the current market situation, I know about 13 such systems that are currently being implemented in Russia. Each has its pros and cons, and what is nice most of it is Russian development. With regards to the price, it can vary quite a lot.
Currently, many companies are thinking about the quality of customer service, as competition is growing every year. Personnel trainings are constantly held to improve the quality of customer service, new solutions are being introduced, and just “gingerbreads” are offered to customers.
The electronic queue or as it is also called The queue management system is one of the technical solutions and a fairly young direction in Russia. Now many companies - system integrators seek to implement projects. But they face certain difficulties:
The first difficulty . Many potential customers do not understand how such a system will help to solve the queue problem and that the cost of implementation pays off quickly enough. After all, if a client has come and in a branch of the same bank, he doesn’t have to constantly monitor who he has taken the queue for, but can easily read a newspaper or magazine.
Second difficulty. Manufacturing companies compete with their partners and can often kill at a price. My personal opinion is that this is not good. The partner begins to wonder if it is worth doing it at all. Again, in Russia, only a couple of manufacturers do not compete with partners.
The third difficulty . Basically, all manufacturing companies sell a complete solution - that is, software and hardware as a single complex. Often, such decisions are not effective in terms of budget and capabilities. There are solutions on the market that are not tied to specific equipment. Of course, each solution has its pros and cons, but for me it is better to buy the software separately, and the hardware separately. Firstly, the customer has more choice, and secondly, it often comes out cheaper.
Fourth difficultyand, probably, the main reason why such systems do not work after implementation is a boycott of the establishment of such a system by the staff. People do not want to be controlled, or rather do not want to work. In fact, the system helps to work, but does not interfere, since there are no kilometer queues in front of each receiving window.
What are the benefits of the introduction of such a system for a customer:
1 . The customer gets rid, albeit not completely, of the tense atmosphere among customers and employees.
2 . Can conduct an analysis of the work of the staff and see who works and how much time the employees spend on solving certain issues of the clients. As a result, it is possible to correctly distribute responsibilities for the provision of certain services among staff.
3. Increases customer loyalty to your company.
Perhaps this is not a complete list of all the benefits, but I believe that this is already a big plus.
Currently, the main customers of such systems are companies in the banking, insurance sectors and government agencies. And I want to note that implementation in government structures is often easier than in commercial structures.
As for the prices for the purchase of equipment and the implementation of the system, it starts at 180 thousand rubles. There have been cases when a project costs 800-900 thousand rubles per point.
PS Perhaps not all problems and advantages of use were highlighted. I think this can be supplemented in the comments. The request not to kick, the first post on Habré.
To begin with, just a couple of years ago there were only a few such systems and they cost a lot of money. As for the current market situation, I know about 13 such systems that are currently being implemented in Russia. Each has its pros and cons, and what is nice most of it is Russian development. With regards to the price, it can vary quite a lot.
Currently, many companies are thinking about the quality of customer service, as competition is growing every year. Personnel trainings are constantly held to improve the quality of customer service, new solutions are being introduced, and just “gingerbreads” are offered to customers.
The electronic queue or as it is also called The queue management system is one of the technical solutions and a fairly young direction in Russia. Now many companies - system integrators seek to implement projects. But they face certain difficulties:
The first difficulty . Many potential customers do not understand how such a system will help to solve the queue problem and that the cost of implementation pays off quickly enough. After all, if a client has come and in a branch of the same bank, he doesn’t have to constantly monitor who he has taken the queue for, but can easily read a newspaper or magazine.
Second difficulty. Manufacturing companies compete with their partners and can often kill at a price. My personal opinion is that this is not good. The partner begins to wonder if it is worth doing it at all. Again, in Russia, only a couple of manufacturers do not compete with partners.
The third difficulty . Basically, all manufacturing companies sell a complete solution - that is, software and hardware as a single complex. Often, such decisions are not effective in terms of budget and capabilities. There are solutions on the market that are not tied to specific equipment. Of course, each solution has its pros and cons, but for me it is better to buy the software separately, and the hardware separately. Firstly, the customer has more choice, and secondly, it often comes out cheaper.
Fourth difficultyand, probably, the main reason why such systems do not work after implementation is a boycott of the establishment of such a system by the staff. People do not want to be controlled, or rather do not want to work. In fact, the system helps to work, but does not interfere, since there are no kilometer queues in front of each receiving window.
What are the benefits of the introduction of such a system for a customer:
1 . The customer gets rid, albeit not completely, of the tense atmosphere among customers and employees.
2 . Can conduct an analysis of the work of the staff and see who works and how much time the employees spend on solving certain issues of the clients. As a result, it is possible to correctly distribute responsibilities for the provision of certain services among staff.
3. Increases customer loyalty to your company.
Perhaps this is not a complete list of all the benefits, but I believe that this is already a big plus.
Currently, the main customers of such systems are companies in the banking, insurance sectors and government agencies. And I want to note that implementation in government structures is often easier than in commercial structures.
As for the prices for the purchase of equipment and the implementation of the system, it starts at 180 thousand rubles. There have been cases when a project costs 800-900 thousand rubles per point.
PS Perhaps not all problems and advantages of use were highlighted. I think this can be supplemented in the comments. The request not to kick, the first post on Habré.