Digitalization and automation signify a shift toward more streamlined customer service. Businesses increasingly adopt digital solutions and automated queuing systems to streamline customer experience. These technologies leverage digital tools, mobile applications, and AI-driven automation to minimize wait times, improve service delivery, and offer customers more control over their queuing experience, leading to heightened efficiency, reduced operational costs, and enhanced customer satisfaction within diverse service-oriented industries. For instance, in July 2023, Butterfield introduced a mobile queueing option at Front Street Banking Centre, allowing users to scan a QR code to track their place in line.
The emergence of IoT and cloud-based solutions is an emerging trend in the queue management system market, showcasing a shift toward more adaptable and scalable queuing systems. The integration of IoT sensors and cloud technology allows for real-time data processing, enabling dynamic queue management. These solutions offer businesses with the ability to adapt to changing demands, personalize services, and ensure seamless smooth operations. They provide flexibility, scalability, and remote accessibility, enabling companies to efficiently meet the evolving customer needs while optimizing resource utilization and enhancing the overall operational efficiency.
For instance, in May 2023, Samsung launched a high-performance kiosk running on Windows 10 IoT Enterprise. This interactive self-service display is designed to enhance business and retail operations, offering expanded compatibility. It aims to optimize sales potential through improved customer interaction and service.