It is known fact that the ultimate result of the Poor Service and unsatisfied is Loss of Profit. Every Customer wants the maximum attention, regardless of the number of other customers waiting to be served .Customer crowded at a counter become frustrated and soon created a stressful environment.
Instead of Waiting in lines, closely behind one another, and with no privacy at all, your customer can spend the waiting time on their own choice. Each customer takes a ticket with a queue number and is free to decide where to wait and what to do, your customer remains comfortable during waiting and serving time, leaves satisfied and remain your customer.
User friendly Software keeps a record of the number of customers served, average waiting and serving time, customer waiting of your service, quality and stores then in its database for your further analysis to help your planning your resources better.
Related features can be requested as an option. It can create an update the company Website for actual waiting time and number of waiting customers for each service type, there is a special functions Like Manager Remote access to check status and productivity of the certain branch, as well as automatically sending emails or sms in the case of VIP customers arriving, Alarms or reporting of the system status etc.
VIP customers can now be easily identified once they swiped their ATM or Magnetic Card at the Ticket Dispenser. A greeting message which the VIP personal name can be displayed and a priority queue no can be guaranteed for him. Customer name can also be printed on the queue ticket with a greeting message for a personal touch. A greeting voice message can even played to him on the speaker to the Ticket Dispenser.
Once a VIP customer swipes his card, the system can send a sms to the Managers present mobile number notifying the arrival of the VIP and providing the VIP name as part of the sms message. A Pop up message can also be displayed on the mangers computer along with a notification beep across the local lane.
A voice notification on a ceiling or wall speaker can be enabled to notify the waiting customer of the queue number being served and which counter to be served. This feature is very powerful one for customers that do not feel uncomfortable about which display they should be waiting. If they swipe their cards, the system can call them by the name, using a text to speech engine(TTS) and tell them which counter they can proceed to.
Marvel is a system with a flexible design to suit your unique functional needs. The displays and ticket dispenser can be provided in any custom color that suits the interior design concept for better integration with corporate image.
The Marvel queue System is ideal for customer service oriented business, where waiting forms an essential part of the services, such as
| Hospitals & Clinics||Banks|
| Government Offices||Insurances Companies|
| Post Offices||Railways|
Customers obtain tickets through the ticket dispenser, installed at the entrance by simply pulling a ticket from a manual ticket dispenser or by pressing a button on a KIOSK of a computerized system. A computerized system has a screen to display various types of services select from. Tickets are issued serially with a remark of the time at which it was issued and the service for which it was issued along with the approximate waiting time.
Now outperforming the competition by a full color LCD Display, that not only can display the queue and counter number but also display advertising messages in both Arabic and English Language
Main Display Board comes in two section to display the ticket number being called and the counter number to which the customer should proceed. This unit receives the queue number signal from the call units. Up to 32 call Units can be connected to one display.
It is normally placed strategically in the customer`s waiting area. Customers waiting to be served are notified of their turn through a voice announcement. Number of digits in the display can be 2,3 or 4 digits depending on the volume of customer being served.
It comes with two or three digits display depending on your need. The Counter Display Board is placed on the Top of the counter and displays the ticket number of the customer being served.
For basic applications and where cost is an issue this ticket dispenser serves the purpose of allowing the customer to pull a preprinted ticket from a manual ticket dispenser installed on a stand at the entrance. The ticket can be with a 2 or 3 digits number and different colors to indicate different services, if required
Their primary function is to allow a customer to select the service required to receives a ticket number against the service he selected. It requires a PC to co-ordinate and control the functional units of the system. The PC software receives and distributes information from and to this ticket dispenser, customer display boards. The raw data is downloaded to a PC and stored for further analysis.
Options for touch screen are available. The ticket dispenser uses a standard 80 to 58 mm thermal printer with paper cutter.
Tickets pulled from a manual friendly ticket dispenser are preprinted serialized tickets. Such tickets can be of two or three digits according to the requirement and the volume of customers being served.
Tickets generated by a computerized system are printed on a white terminal paper with valuable information on them.
The following information in Arabic or English can be found on such tickets and more can be customized
Time & Date
Average waiting time
Advertising and slogans
Other optional information
The key also connects to the LCD display. It comes with a 20 digit display showing the queue number of the called customer. Each counter is equipped with one call keypad. Additional information such as total number of waiting customers can be displayed on the queue number displayed. The Call keypad has a Keyboard with 16 Keys that has the following function:
NEXT for calling a new customer.
CLOSE for closing the counter.
RECALL for recalling the customer that has not responded to the first call.
LAST for calling the previous customer and
RESET to reset the queue to 0 .
The Call Keypad can be used to call a specific number for services and can also receive messages from the software of the manger. The customer display is 2 or 3 digit LED display panel. It displays the queuing number of the customer to be served followed by sound signal to catch customer`s attention and stays displayed while the customer is being served.
It is a PC based controlling monitoring and reporting software, which can be accessed in real time or off-line from the system computer or from any computer on the network.
Marvel software communicates with all the devices of the Marvel Queue System and is used to configure the system. It performs a fitness test of all the devices connected to the system. It also generates various kinds of report for analysis purpose, helping you provide better services to your customers.
The basic management software needs to be installed on a PC that is connected to the ticket dispenser unit and display boards. Whenever the PC that is turned on, it start receiving activity signals for all active system units. It has graphical configuration utilities and can be installed on a PC with touch screen to ease the system operation.
System`s supervisor screen displays a lot of valuable live data reporting the activities of all service staff such as how many customers served by each staff so far, average times each staff is taking to serve customer, number of customers waiting at each service and a lot more such valuable live information.
The software can be installed in the supervisor`s PC on a touch screen kiosk that manages the system as well as prints tickets upon selecting the required service on the touch screen.
The following and a lot more other customizable reports and statistic in both Arabic and English Languages in the form of graphs/charts and tables are available:
Distribution of customers by queuing service type.
Performance of the operators.
Time spent with customers.
Load factor and average queuing length.
Number of customer served for a period of time.
Average waiting time for a period of time and a group or counter.
Number of customers abandoned the queue.
Number of customers served by each service group.
Number of customers served by each service staff or counter.
Number of customers satisfied with the service.
Upon selecting a service on a touch screen monitor or touch keypad a queue ticket with details is printed on a small thermal receipt printer that support graphics for logo.
While the customer is waiting for his turn the service staff calls for the next customer to be served by simply pressing the NEXT button on his Call keypad or Push button.
The expected waiting time is logged and the actual waiting time is saved against it to monitor the accuracy of the expected waiting compared to the actual time.
The software recognizes the active counters to allocate new queue numbers against each of them.
The software supports several services with a number of counter allocated under each service.
When any counter pushes the next button, the software receive a signal such as the one sent to the Main Display Board. This signals contains the keypad or Call button address along with the queue number that was last reached. This feature helps logging actual time taken to serve the customer as well as for other reporting purposes.
The PC acts as the controller unit using an RS485 port or an RS232 with an RS485 converter.
Whenever a queue number is generated by the ticket printer it is assigned to the appropriate service group. Whenever the next available counter process the “NEXT” button, the PC software sends the oldest waiting queue number to the display board of that counter to display. The Main Display Board will also display the queue number and the counter number that initiated the request.
Multiple main Display Boards can be installed, all of which will display the same information. If an application requires that queue number of certain service to be displayed on a certain Main Display Board, separate system that can be connected to One PC need to be installed.
Whenever a queue number is advanced from any keypad, other keypads can be configured not to display the new number reached so the different service staff can track the last number they have served.
Some applications require that a specific customer visit a specific counter in as service group. In this case, the counter will receive the customer file along with copy of the queue number. When the turn of this number is reached, the service staff can key-in the queue number on the keypad instead of pressing the next button. The ticket printer can be configured to print two copies of the same queue number, one with the customer and the other to be attached to the file.
In a situation like the above, the system will display the requested queue number on the Display Board of the requesting counter and will also display the queue number and the counter number that made the request on the main Display Board.
The Keypad screen can be configured to alternately Display the last number served as well as the number of people waiting to be served along with the current average waiting time. Each for 5 seconds.
If a customer does not report when his queue number is displayed, the service staff can press a hot key such as # before the “next” button to log abandoned queue numbers. The system can also be programmed to customer a predefined short time between served tickets as an indication for an abandoned service.
Following are the basic system components listed for General Guidance.