Virtual Queue Routing Across Branches to Cut Customer Waits
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing queue management systems are limited by the number of available service providers in a facility, leading to lengthy customer wait times even when customers are not physically standing in lines, creating a frustrating experience.
Innovation Solution
A queue management system that connects customers with remote service providers through a single software interface, utilizing virtual queues, kiosks, and local counter stations to optimize employee utilization across multiple locations.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If conventional queue management systems are used with only local service providers, then the system is simple to operate, but customer wait times become lengthy and productivity decreases
Solution Approach 1:
The queue management system is extended to serve multiple locations simultaneously. A single queue management system can allocate customers to service providers across different geographical locations, not just within one facility. This multi-functional approach allows the system to reduce wait times by tapping into a broader pool of service providers while maintaining a unified management interface.
Solution Approach 2:
The system introduces a digital intermediary layer (mobile devices, kiosks, communication systems) that connects customers, local service providers, and remote service providers. This intermediary enables coordination and allocation across locations without requiring direct physical presence, thereby reducing wait times while managing complexity through standardized communication protocols.
2Productivity
If remote service providers are integrated into the queue management system, then productivity and resource utilization improve, but device complexity increases
Solution Approach 1:
Service providers are equipped with universal access capabilities through mobile devices and communication systems that allow them to serve customers regardless of physical location. This enables underutilized service providers in remote locations to contribute to overall productivity while maintaining a unified system managed through standard interfaces.
Solution Approach 2:
The system enables automatic allocation and coordination between customers and service providers through digital communication channels. Mobile devices and kiosks allow service providers to receive assignments, access customer information, and complete transactions independently, reducing the need for complex manual coordination while enhancing productivity.
3Productivity
If virtual queues are implemented across multiple locations, then the number of customers served increases, but ease of operation decreases
Solution Approach 1:
The system uses mobile devices, kiosks, and communication systems as intermediaries to automatically handle the complexity of multi-location coordination. These intermediaries manage customer routing, service provider allocation, and transaction coordination, allowing users to interact with the system through simple, familiar interfaces while the backend handles the complex multi-location logistics.
Solution Approach 2:
The system implements real-time feedback mechanisms that provide customers and service providers with information about queue status, estimated wait times, and assignment details. This feedback enables users to make informed decisions and understand system actions, maintaining ease of operation even as the system manages increasing numbers of customers across multiple locations.
Data Source
AI summary
A queue management system is provided having a customer device and service provider computing devices in different service provider facilities. The customer device is configured to prompt customers to select a services, receive a customer service request, and facilitate communication between the customer and a service provider in a first service provider facility. The system includes a server that receives availability information for service provider computing devices; generate virtual queues; receives a customer service request from a customer device identifying service type requested; assigns the customer service request to a virtual queue based on the availability information associated with the plurality of service providers and the service type requested; and notifies the customer of the assignment. The server is configured to consider a virtual queue for both an in-person service provider and a remote service provider when determining the virtual queue that the customer should be assigned to.