Queueing System

On Ombori Grid

Virtual queues, mobile ticketing, physical paper tickets from kiosks, online pre-booked visits and occupancy control - all in a single streamlined flow that is easy to use and quick to roll-out to many locations.

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Overview

Ombori’s virtual Queuing System provides an easy way to manage customer or visitor queuing without having long lines. Customers need not stand in a physical line, but can wait wherever it is convenient and come to the location when they are called. It can be used for queues to enter the premises as well as queues for specific services or locations within the premises (e.g. a deli counter in a grocery store).

What is it?

The system includes four main components: booking, ticketing, notification and admission. All components are fully configurable and customizable.

Booking 

Users can book a place in the queue via online booking on the Web, via a dedicated ticketing station, or via the customer’s mobile device using a QR code displayed on the premises. The QR code can be displayed as a printed poster or as digital signage.

Customers can select a specific time slot, or request the next available slot in the virtual queue. The system can be configured to recognize VIP customers and prioritize them. 

Ticketing

When the customer has booked an appointment, they receive a confirmation on their mobile device or a printed ticket. This includes the location as well as the time. They can then wait wherever is most convenient for them, for example in their car, at home, or browsing elsewhere.

Notification

When the customer’s appointment time grows near or they approach the head of the queue, they receive a notification on their mobile device that they should proceed to the premises. This minimizes the on-site wait time.

Admission

On arrival, the customer presents their booking confirmation. This can be done via a reader that scans their phone or printed ticket, or can be checked manually by a staff member. It can optionally be integrated with the occupancy control app to provide a fully automated system.

Why you may need it?

COVID-19 restrictions

Many businesses and workplaces are operating under restrictions governing the number of customers or visitors who can be on the premises. Managing the flow of visitors is essential for both operational and legal reasons.

Improved customer/visitor experience

Customers and visitors do not like waiting in line. Clearly communicating the wait time and making it easier to book appointments makes waits less frustrating. In addition, giving visitors the freedom to wait wherever they choose or walk around instead of standing in line creates a much more pleasant experience.

Understand waiting times

Accurate real-time and historical data on waiting times allows you to understand who is coming to your premises and when. This information allows you to adjust business practices to predict and respond to peaks and troughs in demand.

How could you use a queuing system?

  • Entry to a building
  • Deli counter in a grocery store
  • Doctor’s visits
  • Restaurants
  • Technical service desks
  • Shopping by appointment

Benefits

Reduced queues

Clear customer information combined with real-time staff management reduces the number of people waiting in line, both inside and outside the building. This increases safety, increases customer/visitor throughput, and reduces stress.

Increased sales

For retailers, Queuing Systems makes it more convenient for customers to visit your store, and reduces the likelihood that they will choose to shop elsewhere.

Improved health and safety

Reducing the number of people waiting in line reduces the risk of infection. In places with extreme climate (heat, rain, cold etc), customers can wait in a more comfortable environment.

Customer/visitor communication

Giving customers and visitors clear and accurate information about expected wait times improves the customer experience and reduces frustration.

Staff management

Accurate real-time data on queues allows you to adjust staffing levels to meet actual demand. For example, you can open or close checkouts or service desks in response to the number of people waiting.

Analytics

As you build up historical queuing data you can identify underlying trends and patterns in customer/visitor behaviour. These may go far beyond understanding the most popular times and days: for example, you can determine how these are affected by weather, or how online sales are affected if a store is full.

Why choose Ombori Queuing System?

Grid ecosystem

Queuing System is part of the modular Grid ecosystem. It can be combined with a wide range of other apps and solutions to meet your specific needs. All Grid apps share a common infrastructure, allowing them to share data and content and work seamlessly together. Apps can be added as required, allowing you to expand your functionality as and when you need.

Customizable

All Ombori Grid apps are fully customizable to your requirements and branding. The standard features and options enable the system to be configured to the needs of most clients out of the box. If not, we will work with you to develop the additional features or options you require.

Scalable

Ombori Queuing System works for any scale of business. It can be configured for a large enterprise with multiple locations, or for a single office.

Rapid deployment

Get up and running fast. Depending on your specific needs, we can install Queuing System in under 48 hours from start to finish.

Remote management

All Ombori Grid apps can be monitored and controlled remotely. You can update content, change triggers, and view real-time data from multiple locations without having to be on the premises.

Easy maintenance

Simple, intuitive tools allow you to update and maintain the system with ease. Managers can make routine changes without the need to call in IT specialists or request changes from the vendor.

Secure

All Ombori Grid apps are designed and built with security in mind. Our specialist security team has extensive experience working with high-profile enterprises including banks and major retailers.

Standard hardware and software

Ombori Queuing System uses commonly available hardware in order to minimize both cost and deployment time. It is built on Microsoft Azure IOT, ensuring that it is reliable, secure, and well supported.

Features

All Queuing System installations include the following features

Real-time queue monitoring

Continuous real-time count of everyone waiting in line, providing accurate, up to the minute data on queuing levels and expected wait times.

Appointment booking

Book a place in line, either by reserving a specific time or the next available slot.

Tickets

Receive a digital or paper confirmation of booking.

Notification

Customers receive notification on their mobile devices when it is their turn.

Admission confirmation

Verify appointments when a visitor arrives and confirm their attendance.

GDPR compliant

Data storage and handling is fully compliant with GDPR and other data protection legislation.

Dashboard

Easy visualization of current queue status and historical trends on Web and mobile. All data is date and time stamped.

Data export

Data can be exported to files or directly to your existing management information systems

Queue triggers

Define actions that are automatically triggered when queues reach certain levels.

Remote health checks

Continuous remote monitoring the status of all connected devices and perform remedial action as required.

Multi-site support

If you have multiple sites in your business, you can monitor and control all of them centrally. Customers can book a place in any queue, allowing them to select the location with the shortest wait time.

Site specific settings

Each site in your business can have its own configuration, including different queue procedures, triggers, and content.

Traffic light indicators

Simple visual indication of the size of each queue.

Cloud-based

All data is stored on the cloud allowing remote access at all times.

Digital twin

Create a virtual model of queue lengths and wait times.

Options

Ombori Queuing System also offers a number of optional features.

Digital signage integration

Queue data can be displayed on interactive digital signage both inside and outside the building.

Timed visits

To help manage visitor flow, you can set a maximum visit length. When a visitor is reaching the end of their permitted visit time, you can send a notification to their mobile device to remind them they need to leave.

Digital or manual entry confirmation

Admission can be checked manually or via a reader that scans their phone or printed confirmation slip.

Pre-ordering

To reduce wait times even further, combine the queue with a pre-ordering system. For example, customers can put in an order at the deli counter, and you’ll notify them when it’s ready. Or they can send in their license application digitally before arriving at City Hall, and half the paperwork can be taken care of before they get there.

Embedded promotional opportunities

Send personalized promotional material to customers waiting in line, direct to their mobile devices. This can include digital coupons, product data, or other useful information.

Integrate with existing paper systems

If you already have a paper-based queuing system, the Queuing System will work alongside it. Booking confirmation can be either physical or digital, according to the customer’s preference.

Integration with loyalty programs

VIP customers can be offered preferential booking options. These could include a separate fast track queue, or offer appointment slots that are not available to other customers.

Integrate with Occupancy Control system

The Ombori Occupancy Control system monitors people entering and leaving the premises. It can be configured to open and close doors automatically, ensuring that you are in compliance with occupancy regulations.

Open and close gates

You can configure the admission component to open gates automatically when a visitor’s arrival is validated. This only permits entry to visitors who have appointments and have reached the head of the queue.

Integrate physical and virtual appointments

Both physical and virtual customers can be combined in a single queue. For example, a tech support desk could see one customer in person, and then see the next customer via a video call.

Multiple queues per location

Locations can have more than one queue, allowing you to match staff skills or specific services to customer needs. For example, in a municipal setting, you can have separate queues for taxes, utilities, and building permits.

Connectivity

Multiple ways to connect the system to your network. Use wifi or cables to connect to the existing store network, or use a separate connection.

Multi-language support

Available in multiple languages. Devices can be configured to offer multiple language support.

Audio support

Devices can offer a voice interface. Visitors can speak to the device, and receive audio information in return.

Triggered staff information

Send notifications directly to staff via Web or mobile, based on triggers. For example, when queue levels are high, you can send instructions to open a new checkout or service desk.

Provide visitor information to staff

Send information about customers directly to the staff who will be serving them. For example, you could identify whether a customer is a member of your loyalty program.

Industries

  • Restaurants
  • Grocery stores
  • Airports
  • Office spaces
  • Shopping malls
  • Department stores
  • Fashion retail
  • Hardware retail
  • Electronics retail
  • Interior and furniture retail
  • Municipalities
  • Healthcare

Solutions

  • Curbside
  • BOPIS
  • Omnichannel & unified commerce
  • Customer experience
  • Store occupancy
  • Build customer loyalty