SmartQ Solutions — Queue Management

What's new

Fourth-generation queue management.

High-tech equipment paired with state-of-the-art queue software — a black-box methodology, plug-and-play installation and easy maintenance. The SmartQ mobile app links customers directly to your queue system, so they wait wherever they want, not in a line at your counter.

SmartQ is the complete tool — predicting and measuring queue lengths and waiting times, managing the full service route from entry to exit, and producing the customised reports and analytics that your operations team actually needs.

Purpose & scope

Issue tokens. Announce calls. Keep customers informed.

SmartQ issues queue tickets and tokens, announces when a counter is available, eliminates the need to stand in line, and keeps customers informed about their place in the queue. Underneath, it captures real-time data on service time, wait time and customer flow — and feeds analytics and MIS dashboards for management.

Benefits

Why operations teams choose SmartQ.

Modernise customer flow

Transform the in/out customer experience — and the operational metrics behind it.

Improve service level

Enable focused improvement for specific customer segments where it matters.

Inform & engage

Update waiting customers via SmartQ TV apps with promotional videos.

Drive incremental revenue

Increase sales with targeted promotional content during wait time.

Architecture

Centralised server. Branch-agnostic. Easy to maintain.

SmartQ's centralised server architecture scales from a single point-of-service to any number of branches. There's no software to install at agent counters — maintenance is dramatically simpler, and rolling out new services or rules is a single change at the centre.

Features

What ships with SmartQ.

Centralised Management & Reporting

One pane of glass across every branch and counter.

Multiple Language Support

Customer-facing screens and tokens in every language you serve.

Remote Token Status

Customers check their place in queue from anywhere.

Customised Categories & Services

Configure services per branch with priority rules and routing.

Priority Customisation

VIP, customer-choice and rule-based prioritisation built in.

Department Status View

Live view of which counters are serving which tokens.

Rearrange & Transfer Queue

Move tokens between counters and services without losing position.

Call / Recall Functionality

Recall no-shows, escalate to supervisors, log every action.

Stop & Reject Queue

Pause services, route around outages and handle disruptions cleanly.

Multiple Services on One Token

Customer completes a sequence of services without re-queueing.

Wired / Wireless Counter Display

Flexible display hardware to suit any counter layout.

Mobile Queuing & Appointments

SmartQ mobile app for personal queuing and online appointments.

End the queue. Keep the customer experience.