How Our Systems Work

There are a number of different types of queuing solutions, indeed every Q-MATIC installation is tailored to fit the individual needs of each of our clients. However, for the purposes of understanding our systems and solutions, here are two categories of solutions.

System Example

1. As customers arrive at a branch office, they are directed to a main workstation, self serve kiosk or are greeted by an attendant.

2. The customers are then directed to choose a category of service, swipe their credit cards, licenses, (etc.), issued a ticket and are directed to sit in a wait area.

3. When a counter attendant is ready for the next customer, he/she presses the NEXT button on a workstation terminal or on an on-screen software application which send messages to LED displays, TV monitors and audio announcement devices in the lobby. These devices help capture the attention of the customers and direct them to the appropriate workstations.

4. Each customer is then served or transferred to another counter or area.

Using our Q-WIN software application, managers or other persons with overall responsibility can study every individual aspect of a branch's customer activities and receive rapid, easily understood reports on the current service level per branch office, region or total. The system generates reports, which show waiting times, transaction times, customer flow patterns and trends for each service category. Decisions concerning staffing can also be made based on the data.

1. Advanced queuing - networked
As customers arrive at a branch office, they are directed to a main workstation, self serve kiosk or are greeted by an attendant. They are directed to choose a category of service, swipe their credit card, license, etc. and then issued a ticket or told to sit in a lobby way. When a counter attendant is ready for the next customer, he/she presses the next button on a workstation terminal or on an on-screen queuing device which corresponds with displays, TV monitors and audio announcements in the lobby. These devices help capture the attention of the customer and directs them to the appropriate workstations.

Managers or other persons with overall responsibility can study every individual aspect of a branch's customer activities and receive rapid, easily understood reports on the current service level per branch office, region or total. The system generates reports, which show waiting times, transaction times, customer flow patterns and trends for each service category. Decisions concerning staffing can also be made based on the data.

2. Enterprise solution
How do you provide a queuing solution in an environment such as a hospital where customers need to visit multiple offices within a building or complex?

The easiest and most effective strategy to make these offices more efficient is to change the way that people move through the building or complex itself. Instead of just going to each service area and waiting for service, why not create a solution that sends you to the area with the shortest wait?

Before customers ever leave to come to a branch, they can schedule appointments by phone or over the Internet using the Q-CALENDAR appointment module.

As the customers arrive at the branch for their scheduled appointments or as walk-ins, they are initially entered into the system and issued a bar-coded, alphanumeric ticket. They are then directed to a central lobby or waiting area.

The counter attendant then uses a software workstation terminal to view the current wait times at each of the counters or office locations that the customer needs to see that day.

Once determining which counter of office location has the shortest wait time, the attendant then transfers the customer to that counter or office location.

The counter attendant at the next location is then responsible for transferring the customer on to the corresponding location with the shortest wait time. This process repeats until the customer has finished their schedule. This process allows for reduced bottlenecking and disperses workflow evenly throughout all of the branches.

Once the customer has received services, statistics based on transaction and wait times can be automatically generated to reflect the data. This information can also be viewed in real-time, allowing the administrator to make instant decisions. In addition, historical information based on employee productivity can be used to effectively manage staff scheduling.

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