Queue management

Customers in the queue

Queue management systems

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Why introduce a queue management system? (Managing waiting customers)

AoS (Angry Or Smiling) is a system for efficient queue management. It improves the customer experience from the first face-to-face interaction.
The need for queue management arises because customer demand fluctuates and service times vary. AoS has been implemented in the public sector, including traffic police (KAT), the National Revenue Agency, the Registry Agency, passport offices, municipalities and administrative service centers; in healthcare, including the National Health Insurance Fund, Regional Health Insurance Funds, emergency care, general practitioners, hospitals and laboratories; in the financial sector; and in business.

The AoS system was developed by the TEMPUS team and can be integrated and adapted to the process you need to manage.

Benefits for customers

AoS helps customers wait with peace of mind. Real-time information gives them control over their time and helps them plan ahead. The system supports joining the queue remotely. Its sleek hardware module provides clear information from the first point of contact. Automated algorithms help ensure fair service.

Benefits for employees

Automated, impartial assignment of service requests. Accurate tracking of contributions to completed tasks. Quick, convenient control with a keyboard shortcut, without switching windows. Real-time information. Automated routing and rerouting.

Benefits for managers

A 360-degree view of the system. Real-time monitoring of staff activity and workload makes it possible to quickly increase or reduce the number of service points and optimize team operations. Configurable automated algorithms enable optimal management of service points. The queue management system collects data on waiting and service events. Reports extract this data as structured information, which can be used to analyze customer flow, workload and other factors. The analysis provided by the queue management system helps identify key areas for improvement.

A powerful tool for optimization

Optimizing the service team and making use of its specialist expertise significantly improves efficiency. The team serves substantially more customers in the same amount of time. Communication with customers improves, satisfaction increases, and resources can be planned more effectively.

Queue management insights (Bulgarian)

Queue management system (Bulgarian)