This document discusses best practices for queue management and the benefits of intelligent queue management technology. It begins by outlining how poor queue management can negatively impact customers and business. It then discusses how intelligent queue management technology can optimize efficiency, improve customer experience, and provide real-time data and analytics. The document reviews options for intelligent queue management systems and compares factors such as installation complexity, coverage area, and accuracy. It provides examples of how intelligent queue management has been used successfully in various industries like transportation, retail, and amusement parks. Finally, it offers tips on building a business case to convince stakeholders of the benefits of intelligent queue management.

1. QUEUE M ANAGE ME N T
Best Practices to
Optimize Efficiency and
Improve the Customer Experience

2. “Waiting is
frustrating, demoralizing, agonizing,
aggravating, annoying, time consuming
and incredibly expensive.”
— FEDEX ADVERTISEMENT

3. How do your
customers feel
about waiting in
your line?

4. 68 percent of
customers leave
a business because
they think it doesn’t
care about them.
— ROCKEFELLER CORPORATION
68%

5. — GENESYS STUDY
Businesses in the United States
lose an estimated
$83 billion in sales
every year because of poor
customer experiences.

6. — BAIN AND CO.
A 5% increase in customer
retention can increase
profitability by 75%.
5% 75%

7. A well-managed
queue can:
Cut down on customer
reneging
Improve the overall
perception of your brand
Increase conversions
Facilitate customer flow
Maximize service allocation
Encourage positive word
of mouth
A poorly-managed
queue can:
Turn off otherwise happy
customers
Make customers feel their
time is not valued
Diminish customer loyalty
Decrease repeat business
Decrease efficiency and
productivity

8. You need strategies.
to optimize
efficiency
to improve
the customer
experience

9. Today’s
queue management technology
may have the answers.

10. The promises of queuing technology.
Reduce
wait times
Optimize
service
allocation
Maintain
acceptable
wait times
Predict
future
demand

11. In this presentation, you’ll learn:
Top queue management practices.
What is intelligent queue management?
Options for intelligent queue management technologies.
How companies across industries are using intelligent
queue management.
How to build a business case and convince internal
stakeholders to act.

12. First, a few definitions.
?
QUEUE MANAGEMENT
The process of controlling or
influencing how people enter, wait,
and move through a waiting line.

13. QUEUE MANAGEMENT
TECHNOLOGY
Any technology designed to
facilitate queue management.

14. INTELLIGENT QUEUE
MANAGEMENT (IQM)
Specific technology designed to
measure, monitor, and manage
the efficiency and performance
of a queue and its corresponding
service points.

15. Top Queue
Management
Practices
5

16. Know your customers.1
At what point does their
unwillingness to wait any longer
take over and cause them to leave?

17. Optimize actual wait times.2
Consider both sides of the counter.

18. Reduce perceived wait times.3
After five minutes, a customer
perceives their wait time to be
twice the actual wait.
— WALL STREET JOURNAL

19. Monetize the queue.4
Turn your waiting line into a
profit center, while keeping
your customers occupied.

20. Monitor your queue.5
See and address problems
before they get out of hand.

21. Measure, Monitor, Manage.
INTELLIGENT QUEUE MANAGEMENT

22. What’s driving
demand?
Customers can be
directed to underutilized
service points.
Managers can receive
real-time alerts when
wait times are out of
compliance.
EFFICIENCY

23. What’s driving
demand?
CUSTOMER
SATISFACTION
Businesses can
keep lines moving,
communicate
estimated wait times
and streamline the
customer experience.

24. What’s driving
demand?
PRODUCTIVITY
Dashboards can highlight
KPIs and historical
reporting can allow
managers to better
manage staffing.

25. Consider your options.

26. Bluetooth/WiFi

27. Camera-Based Monitoring

28. Thermal/Heat Mapping Technology

29. Infrared Dual Beam-Break Technology

30. Compare your options.

31. Complexity of installation and configuration
Infrared Dual
Beam Break
Installation is easy. Merely
swap out a few current
stanchions with Smart
Posts (stanchions with
built-in sensors) and
you’re ready to go. Queue
mapping is built in!
Bluetooth/WiFi
A Bluetooth/WiFi
system can be easy to
install, with minimal
system configuration
requirements, just like a
wireless connection.
Cameras
Camera installations can
be complex, requiring
architectural and IT
involvement. Queue
boundaries must be
configured and mapped.
If monitoring a large-sized
queue, camera views need
to be “stitched” together
with additional software.
Thermal
Similar to camera-based
technologies when it
comes to installation
and configuration. Some
thermal sensors have
wireless capability which
may make networking
easier, although changing
batteries may still be an
issue due to ceiling mount
requirements.

32. Coverage area
Infrared Dual
Beam Break
Beam break coverage
is targeted specifically
where it’s needed — in
the queue. Since sensors
are built into the queue,
they’re always perfectly
positioned where you
need them.
Bluetooth/WiFi
Bluetooth/WiFi systems
have a broad coverage
range, similar to WiFi
coverage in a building.
And since it is a tracking
technology, it can follow
individuals throughout the
coverage area.
Cameras
A camera’s view can
be compromised by
infrastructure, as well as
overall lighting conditions
(shadows or reflections
may cause issues). If
watching a queue, its
boundaries must be
mapped and configured.
Thermal
Coverage area is similar to
cameras and is limited by
ceiling height. A typical
sensor mounted on a
12-foot ceiling will cover
approximately a 10 x 10
foot area.

33. Architectural considerations
Infrared Dual
Beam Break
Infrared beams are built
into Beltrac®
stanchions.
Wherever your queue is,
so goes your intelligent
queue management
system. There is absolutely
no interference with the
architectural features of
your space.
Bluetooth/WiFi
Bluetooth/WiFi solutions
are not typically affected
by walls, windows, doors,
or many structural building
features, and therefore
blend in seamlessly with
the environment.
Cameras
Cameras require a ceiling
mount or minimal angle
of view in order to
gather information, so
the correct structure or
support system must be
available for installation.
Network wiring and
possibly power must also
be installed to reach each
camera.
Thermal
Similar to cameras in that
a structure or support
system for mounting is
required on the ceiling.
Network wiring and/
or power cables may
also be needed for each
sensor.

34. Privacy concerns
Infrared Dual
Beam Break
Infrared beams are
completely anonymous.
The system works as a
virtual turnstile and is not
reliant on any personal
technologies.
Bluetooth/WiFi
With this solution there
are both perceived and
real concerns with privacy,
particularly the idea that a
person’s mobile phone is
being used to track their
location.
Cameras
Being followed by
a “hidden eye” can
make customers feel
uncomfortable depending
on the environment.
Thermal
Thermal technology is
anonymous.

35. Real-time data
Infrared Dual
Beam Break
Infrared sensors
collect data in real-
time, enabling instant
alerts and notifications.
Data is also used for
predictive analysis and
staff optimization and
allocation.
Bluetooth/WiFi
Although Bluetooth/
WiFi systems collect data
in real-time, it is only
collecting a sample of the
total population (not every
customer has Bluetooth
or WiFi turned on). Thus,
collected data may not
accurately reflect what is
happening in the queue at
the moment.
Cameras
Camera systems provide
reporting in real-time,
as they are constantly
monitoring customer
movement throughout
the service area.
They are also capable
of being used for
predictive analysis and
staff optimization and
allocation.
Thermal
Thermal technologies
offer the same real-
time data collection and
predictive analysis as
camera and beam-break
technology.

36. System accuracy
Infrared Dual
Beam Break
Over 95% accuracy.
Bluetooth/WiFi
A Bluetooth/WiFi system
relies on the mobile
connection of customers’
devices. The system is
only able to sample part
of the entire population
since those who don’t have
devices or have their them
turned off go unaccounted
for.
Cameras
Over 95% accuracy.
Thermal
Over 95% accuracy.

37. Total cost of ownership
Infrared Dual
Beam Break
Infrared beam-break
sensors are built into
Beltrac®
stanchions, so
installation is quick, easy
and low-cost. System
setup and training is
minimal. Batteries only
need to be recharged
once a year, keeping
maintenance costs down.
Bluetooth/WiFi
Bluetooth/WiFi systems
are cost-effective to install,
but may occur higher
costs of upgrades and
maintenance as mobile
technologies continue to
change and security issues
become more prominent.
Cameras
Depending on interior
architectural features
additional cameras,
equipment, and software
capabilities may be
required, quickly adding
to installation and
maintenance costs. Large
areas also require a
significant investment in
cameras.
Thermal
Thermal technology is
similar to camera-based
technologies when
considering installation,
training, and monitoring.
Service and maintenance
costs will typically be
lower over the life of the
system.

38. IQM in Transportation
Monitor passenger flow and
KPIs with real-time information.
• Passenger arrival rates
• Number of passengers waiting in each queue
• Average waiting times of passengers in each queue
• Number of passengers serviced and their average
service times
• Expected (predicted) wait times in each queue

39. IQM in Retail
• Count customers
• Measure wait times
• Monitor customer arrival rates
• Assess service point utilization
• Stop problems before they escalate

40. IQM in Amusement Parks
Manage operations with
real-time information.
• Count the number of guests in each queue
• Measure average waiting times
• Monitor guest arrival rates
• Manage service rates
• Receive real-time alerts to head off problems
before they escalate

41. How to build a business case.
Impact on
customer
satisfaction
Improvements
in productivity
and efficiency
Increase in
customer
loyalty

42. We invite you to learn more about Lavi’s
intelligent queue management system, Qtrac iQ®
powered by Qmetrix®
technology by visiting
qtrac.lavi.com/people-counting today.
www.lavi.com
(888) 285-8605
Let’s plan
your approach.