A queue handling system for customers

TECHNICAL FIELD

The present invention relates to methods and apparatus for handling of customer traffic 5 data and in particular to handle information about customer queuing situation.

BACKGROUND OF THE INVENTION

Effective handling of customer queuing may increase effectiveness and reduce customer dissatisfaction waiting for being served. Most customers do not want to wait too long time0 before being served and getting information about the queuing process normally removes felt stress during the wait time. Hardware and software solutions for handling these matters have been developed and have changed the queuing processes dramatically.

When customers enter a shop or institution, they will be handed a queue ticket from for5 instance a ticket machine or a manned reception where tickets may be printed using a personal computer (PC) solution. A central display may inform the waiting customers which ticket number is to be served and at what service location. The customers may also be informed about average waiting times; such information may also be printed on the queue ticket. Several ticket machines may be located within a location and they may be0 connected through some type of suitable communication network. Software is run in the ticket machine, in the PC, or in a central managing processing device.

Such software often includes a manager interface to control the behavior of the queue system and to analyze stored statistical data relating to the queue system and queuing5 process.

SUMMARY OF THE INVENTION

It is an object of the present invention to provide an improvement of queue handling systems. This is provided in a number of aspects in which a first is a queue handling system, comprising a database server arranged to communicate with at least one queue service location;

an access server, a network interface towards the queue service location, and a network interface towards an external network, wherein the database server is further arranged to receive and store data from the queue service location relating to queuing parameters, the access server is arranged to prepare stored data for access and to provide the prepared data for access through the external IP based network, the access server is further arranged to receive information publication requests on the external network and to transmit information for publication to at least one queue service location

The access server may further be arranged to determine selection of transmittal of information for publication based on at least one queue parameter related to the service location The queue parameters may be at least one of number of persons waiting in queue, average time of waiting, customer satisfaction, and time of day related to each parameter

The queue handling system may further be arranged to select a price, from a pre determined list, for publication of information relating to at least one queue parameter The queue handling system may further be arranged to create a billing record in relation to transmittal of information for publication

The external network may be an Internet Protocol based network

Another aspect of the present invention is provided a method of handling data relating to a queuing process comprising the steps of receiving queue parameter data from at least one service location, storing the data, preparing the data for external access providing the data for external access, receiving from an external network communication link a request for publication of information, transmitting publication information to a display device located at the service location

The method may further comprise a step of determining price for the publication of information and the method may further comprise a step of charging for the publication of information.

BRIEF DESCRIPTION OF THE DRAWINGS

In the following the invention will be described in a non-limiting way and in more detail with reference to exemplary embodiments illustrated in the enclosed drawings, in which:

Fig. 1 illustrates schematically a network solution according to the present invention;

Fig. 2 illustrates schematically a system according to the present invention;

Fig. 3 illustrates schematically a network view of a solution according to the present invention;

Fig. 4 illustrates schematically a device according to the present invention;

Fig. 5 illustrates schematically a method according to the present invention.

DETAILED DESCRIPTION OF PREFERRED EMBODIMENTS

In Fig. 1 reference numeral 10 generally denote a centralized system network configuration according to the present invention in an implementation with several queue locations. The centralized system network 10 comprises a central database server 4 being in connection, via a suitable network 3, e.g. an IP network such as a WAN, e.g. Internet, with a number of sites 1 each with a local queue system 2 handling queues at each location. The central database server 4 is also connected to an application server 5 in turn connected to a web server 6. It should be noted that the database server, application server, and/or web server may be implemented into the same device - all in same or combinations of these into the same and one in stand alone device. The web server 6 may be connected to a network 7, e.g. a WAN such as Internet, for communicating data and control communication between a processing or viewing device 8 and the web server.

The method according to the present invention utilize a real-world queuing system, for instance as illustrated in Fig. 1 , comprising software and/or integrated hardware (system) as would be commonly used to affect the delivery of timely service of customers in a business environment and deliver the resulting queue data back to management for analysis on customer traffic patterns. Through the methods allowed by the system, all customer traffic is tracked and all milestone data - such as arrival time, wait time and service time - for every transaction is captured by the system and stored within a database either locally or in a centralized location for granular user access and data analysis on customer traffic patterns and location specific business activities. The system is scaleable from delivering real time data from a single location (a "node") up to the ability to manage and store transactional queue data for an infinite amount of organizations and/or installed locations.

The present invention comprises front-end hardware and/or software that are used to create milestone data on customer transaction, data synchronization method from the remote system(s) (nodes) that synchronize traffic data with a remote database, and the software applications that enable the presentation of information on customer-traffic patterns to third parties utilizing a browser-based or web-enabled interface.

Through the real-time and/or time-delayed aggregation by passing relevant information - like:

1. customers waiting for service

2. average wait times; and

3. the purpose for each customer's visit,

the system delivers customer traffic data to a web-based component for utilization, reporting, and analysis by third parties. The system - through means of an integrated permission system - enables the host company to offer data to third parties in a secure manner that is non-intrusive to the install location of the originating queuing system(s).

Advantageous physical queuing systems are available commercially. Such systems generally include networked and enterprise queuing systems.

In a networked system, customers are directed to a main workstation or self-service kiosk or are greeted by an attendant as they arrive at a branch office. They are directed to

choose a category of service, swipe their credit card, etc., and are then issued a ticket or told to sit in a lobby. When a counter attendant is ready for the next customer, the attendant presses the next button on a workstation terminal or on an on-screen queuing device which corresponds with displays, TV monitors, and audio announcements in the lobby. These devices held capture the attention of the customer and directs them to the appropriate workstations.

Managers or other persons with responsibility may study every individual aspect of a branch's customer activities and receive rapid, easily understood reports on the current service level per branch office, region or total. The system generates reports which show waiting times, transaction timers, customer flow patterns, and trends for each service category. Decision concerning staffing can also be made based on the data.

An enterprise system is a queuing solution in a larger environment, such as a hospital, where customers need to visit multiple offices within a building or complex. The easiest and most effective strategy to make these offices more efficient is to change the way that people move through the building or complex itself. Instead of just going to each service area and waiting for service, the system endeavors to send customers to the area with the shortest wait.

Before customers arrive at a branch, they may schedule appointments by phone or over the Internet using a calendar appointment software module. As the customers arrive at the branch for their scheduled appointments or as walk-ins, they are initially entered into the system and issued a bar-coded alphanumeric ticket. They are then directed to a central lobby or waiting area. The counter attendant then uses a software workstation terminal to view the current wait times at each of the counters or office locations that the customers need to see that day. After determining which counter of office location has the shortest wait time, the attendant then transfers the customer to that counter of office location. The counter attendant at the next location is then responsible for transferring the customer on the corresponding location with the shortest wait time. This process repeats until the customer has finished his or her schedule. This process allows for reduced bottlenecking and disperses workflow evenly throughout all of the branches. After the customer has received services, statistics based on transaction and wait times may be automatically generated to reflect the data. This information can also be viewed in real- time, allowing the administrator to make instant decisions. In addition, historical

information based on employee productivity can be used to effectively manage staff scheduling

For example, the solution according to the present invention is a cost effective wireless 5 take-a-ticket system that features a user friendly ticker editing application that enables messages to be added and changed as desired The system can display a logo, advertise special promotions, present important messages, or state a simple greeting Such point- of-purchase advertising can influence customers buying decisions Today's consumers have less time to plan their purchases and often use ιn-store promotions to help direct 10 their buying decisions The software according to the present invention enables adding promotional text to the tickets the system issues To edit a ticket, ticket editing software running on a personal computer or similar processing device is used

Such queuing systems may be used to establish a computerized network that pushes 15 advertisements to customers who stand in all kinds of queues in real life In that way, it is possible to set a price on a certain ad at a certain place and certain time Waiting in a queue is of course a perfect opportunity to make an impression on such a customer, since there are practically no alternative possibilities of activity

20 Using a queuing system, statistical observations of customers in a queue in terms of waiting time, number of people waiting in the queue at specific times, servicing times, service satisfaction, and so on can be carried out These variables are transferred on a network via for instance a Wide Area Network (WAN) to a central database server, which is in communication with an application and a web server to allow manual or

25 computerized handling of this information for various purposes, e g to establish a price for showing a certain ad at a specific location at a specific time to a, statistically established, reasonably well known number of people in order to reach out with a certain message for marketing or publishing purposes in general

30

The solution according to the present invention may also be implemented on a single location system 200 Fig 2 illustrates this scenario schematically where a central server device 202 controls the behaviour of the queue system 200 by controlling and communicating with a number of service points 201 using suitable communication means

35 215, wired, wireless or a combination of these A display device 203 (e g a display

monitor) is controlled using similar suitable communications means 215 by the central server device 202 to inform customers waiting at the location what number is to served, at which service point, and optionally other information related to the queuing process (e g estimated waiting time and so on) This information together with other information may be presented as text matter 205 and/or as graphical information 204 The graphical information may be for instance a logotype of the company in charge of the location or as will be discussed third party information The central server device may comprise database server, application server, web server, and /or firewall functionality Information relating to the queuing process may be made available to third parties using the web server and communicated via a WAN 206 directly using a partner portal service 208 or via a centralized aggregation solution 207, e g an advertisement broker/agent service

A local control and monitoring device 209 may optionally be present and participating in the process This device may be connected through a Local Area Network (LAN) 212 and/or via a WAN 206 A firewall 213 may optionally be present on the LAN in order to ensure the integrity of the LAN The local control device 209 may request 210 reports from the centralized aggregation solution 207 and receive 21 1 a report concerning parameters relating to the queuing process and/or advertisement parameters (e g , usage and possible revenues)

Communication links between devices on the WAN comprise suitable communication means 214 as understood by the skilled person

The number of service points is not limited to the exemplified three but may be any number from one and upwards

In Fig 3 reference numeral 300 represents a queue system information system and where reference numeral 301 represents a central queue data server receiving queue data information from a plurality of independent queue systems 303 each with sub nodes 303 The central queue data server may also be involved in controlling information to be displayed at each independent queue system or sub node depending on pre determined criteria The central queue data server 301 may operate as an information display broker, i e controls using parameters from the queue systems and their sub nodes deciding where, when and what type of information to display This brokerage function may receive

requests from third parties having an interest to display messages to customers visiting the locations of the queue systems 302 and/or sub nodes 303.

Referring now to Fig. 4, the main operation of the solution of the present invention may be performed in a server based device 400, for instance the central database server 1 of Fig. 1 , central server device 202 of Fig. 2, and/or central queue data server 301 of Fig. 3. Such server based device may comprise a processing unit 401 , at least one memory unit 402, 403 and at least one communication interface 404, 405. The memory unit may comprise a volatile memory for use by the processing unit and a non-volatile memory for storage of software instructions to be run by the processing unit and data. The communication interface may be arranged to communicate with queue systems and with external devices not part of the queue system, such as third party portal 208. It should be noted that the physical interface of these two different communication channels may be the same interface of two separate interfaces.

Fig. 5 illustrates a method according to the present invention. The method provides the possibility to the system to control delivery of information to queue systems from external entities different from the queue system. The method may be seen as a method of aggregating customer-traffic data using a real-time physical queuing system at at least one location, comprising the step of reporting at least one variable of a plurality of variables to a central database server, wherein the plurality of variables includes waiting time, number of people waiting in a queue served by the queuing system at predetermined periods of time, average servicing time for each average customer person, customer service satisfaction, etc, and the central database server is connectable to at least one of an application server and a web server for exchanging and manipulating a reported variable for purposes such as setting prices to certain possibilities, evaluation of spreading of information, and so on.

The price may depend on several types of variables, such as for instance the number of customers waiting in queue, the number of service location, the number of branches, the type of message, the length or size of message, the time of day of viewing, the time duration of viewing, other queue related parameters (e.g. average waiting time), and so on.

Information about the queuing process in each location or aggregated as statistical information about a number of locations may be made available to a third party. The third party may have the opportunity to use this information in deciding if a marketing approach is to be made related to the queuing process. The third party may order that some kind of 5 advertisement information is to be displayed using the hardware of the queue system and the decision may be based on parameters received from the queue system at each location, for instance to display an advertisement when a certain number of people are waiting at a certain location, e.g. to display an advertisement at a location when at least five people are waiting at that location but to discard display at locations with less than 10 five people waiting. It should be noted that the present invention is not limited to five people but that any number from 1 and upwards may be used, depending on third party preferences. It should also be noted that other queuing criteria may be used in the decision to display information.

15 Furthermore, the pricing of the display may be affected by parameters related to the queue process, e.g. the more people that is waiting the more expensive the display of the advertisement will be. In such a way an owner of a queue system may benefit financially by letting third parties present information to potential customers on the owners queue systems displays or tickets.

20

The method may be summarized in the following steps with reference to Fig. 5:

501. Queue data information is received in a database or data register linked to a queue management software - the data register need not be stored in a non volatile memory but

25 it may be stored in a volatile memory such as RAM;

502. The queue data is made available to an external service by transmitting the data over an IP based network;

503. Information display request is received from the external service, where the information display request is related to certain queue data criterion or criteria selection;

30 504. The information content is displayed if the queue data criterion is fulfilled;

505. Optionally a billing or charging record is setup relating to the information display request.

The invention allows for billing opportunities relating to the display of information 35 messages at queue locations. The price for each information display may vary depending

on queue parameters, such as for instance number of people waiting, the time they have/will be waiting, average waiting times, and/or the purpose of their visit to the location. These parameters may be automatically matched to criteria setup by external entities such as third parties wanting to make information available or advertisement brokers/agents. The third party of advertisement broker may subsequently be charged for the publication service offered by the system according to the present invention.

It should be noted that the word "comprising" does not exclude the presence of elements or steps other than those listed and the words "a" or "an" preceding an element do not exclude the presence of a plurality of such elements. It should further be noted that any reference signs do not limit the scope of the claims, and that several "means", "units" or "devices" may be represented by the same item of hardware.

The above mentioned and described embodiments are only given as examples and should not be limiting to the present invention. Other solutions, uses, objectives, and functions within the scope of the invention as claimed in the below described patent claims should be apparent for the person skilled in the art.