A VERSATILE QUEUING MANAGEMENT SYSTEM AND METHOD

TECHNICAL FIELD

The present application relates to a system and method of employing technology products to provide customer flow and relationship management and business process efficiency solutions, but more specifically to a time-free virtual queuing management system and method which is versatile in application depending on the preferences of the client or customer. BACKGROUND OF THE INVENTION

Customers tend to dislike being caught in a long queue as they wait for their turn which is very common in almost all establishments like banks, clinics, payment centers, government offices and the like. Presently, queuing is done traditionally like falling in line or the use of a paging system where the customer will just be called when it is his turn to transact, taking queuing number and wait for the number to be served which is normally being called or being flashed on a display screen Long line or queue creates crowding problems, negative feedback, reduce demand during peak times by raising costs in the waiting time of service which makes it increasingly unattractive for customers to join the queue as it grows longer.

To resolve the tiring queuing practices, there are proposals of various systems where queuing could be made remotely or electronically, thus there is no need for long waiting and be alerted or informed when it is about your turn to be queued. Customer flow management is one big factor that will determine what kind of customer experience your business provides. Thus, there is a need to adapt to growing customer demands for efficient ways to cater to them.

One such system is disclosed in PH12006000463 published on 28 April 2008 to Eric Tomacruz (PH463). This application discloses a scheme for queuing remotely over a network of interconnected devices comprising, at least, of a client connection means, a wireless communication antenna, an internet, a server and a connection means of one providing the professional service. The client connection means is operable to communicate with the network and to accept booking instructions from a client of the network and the server is operable to communicate with the network and to present booking requests to the service provider of the network. The client connection means could be a mobile device or a call center. The scheme is also provided with client software operable to communicate with the network and to accept booking instructions from the interconnected devices of the network; the said software is further operable to alert client queue status through his communication means. Further, the scheme has administration software operable to communicate with the network and to present booking requests to the service provider of the network, where the software is further operable to update queue status from the service provider data. The client software and administration software are interfaced and share information to process the queue. The server also provides an estimated queue time to the client upon request through SMS or through WAP or JAVA client installed in the client's mobile device.

Another related system is shown US Patent No. 8,306,044 issued to Robert C. Walter on 06 November 2012 (US044) and discloses a system for interactive queuing through public communication networks comprising a client interface configured to receive information to facilitate communication with a mobile device of a queued individual in a client's queue, a server communicably coupled to the client interface and configured to receive the information to facilitate communication in order to send text messages in the form of SMS, MMS, IM or other messaging means to mobile device of the queued individual and having logic configure to initiate a communication session at a desired time with the mobile device of the queued individual as instructed by the client system via the client interface; a wireless messaging interface responsive to the server and configured to establish connectivity over a wireless network with the mobile device of the queued individual; the client interface is the one managing the client's queue while the server responds to the reply information as directed by the client system via client interface, receives status updates from the client system, receives marketing information and request for reply from the client system, receives queue information; said server includes a master database configured to store both information in a local database operated by a client system and usage information specific to use of the server by a client system and a local database configured to store information of the client's queue. The messaging component of the subject prior art sends text, SMS, or MMS to customer's mobile phones which could include a status reports of wait time, promotions from the business, independent messages and the like. It is also an object of the subject prior art to provide a system wherein customers can enable to add themselves to the wait list through a variety of interfaces such as kiosk, web interfaces or other terminals.

PH12010000164 published on 16 January 2012 to Mansueto B. Callao, et. al. PH 2010000164on the other hand discloses a dynamic queuing management system through mobile phone wireless messaging comprising a queue terminal enabled to interface with a queue management server and is configured to provide individual with numbered queue ticket; transaction counter enabled to interface with a queue management server and configured to update the said queued management server of the number of queued individual currently serve and the time spent serving each queued individual; queue management server configured to communicate to a queued individual the numbered ticket of a queued individual being served by the system and the average transaction time spent serving each queued individual; transaction display monitor for displaying the number of the queued individual being served in the transaction counter and the average transaction time spent serving each queued individual; and a mobile phone infrastructure for enabling the system to receive and send SMS to a client's phone device and to send an SMS schedule notice to the client.

Further, WO2012/170958 published on 13 December 2012 to AB Inventio, LLC (W0958) discloses an electronic queuing system and methods dynamic queuing management system through mobile phone wireless messaging allowing entities to create virtual queues that correspond to actual queue in an electronic queue-managing system, and allowing individuals to join the virtual queues using electronic devices like cell phone technology and wireless network communication technology. The queue managing system updates the virtual queues based on information from an entity. The queue managing system updates the virtual queues base on information from an entity. It also sends messages and notification updated status of the virtual queues to the client periodically, automatically or in response to the client's request. The virtual queuing could be done using a mobile electronic device messaging service system, internet-based communication system, and an interactive voice response (IVR) system. The mobile electronic device messaging service system could be one of text messages, voice messages or other electronic communication while the internet based communication system could be one of an information exchange through an app, Smartphone or computer application or other web services. As shown in Figure 7, queuing could be displayed in a customer facing monitor or similar electronic device which is in- communication to the queue-managing system wherein notification or status of the queue is being automatically and periodically displayed thereon. Notification could also be done using audible messages or through a fax machine.

Such innovations of the cited prior arts helps business to have a more efficient customer flow management and promote positive customer experiences. A queuing system with innovative queuing solution with text notification feature that sends text alerts to clients if their turn is coming soon is a great opportunity for the customer's experience.

However, it has been observed that none of the cited prior arts offers a versatile mode of queuing that depends on the preference of the client or customer. The above mentioned prior art, more particularly PH 12006000463 and US Patent No. 8,306,044 have no display module and an on-line queuing scheme features. Such display module is useful for the waiting clients to know the status of the queue. Normally, the display module is use for the customer clients who intend to queue online or via application. An alert is sent to the waiting client and the client just goes to the service provider and waits for his turn. The display module is operable to show the number being queued to the customer client. On the other hand, queuing on-line enables the client to queue online which is not disclosed nor anticipated by PH 12006000463 and US Patent No. 8,306,044.

Also, the feedback module, security features of the kiosks module and a mobile kiosk module are not disclosed on the cited prior art. The prior art PH12010000164 is not provided with an on-line queuing module/scheme that enables the user to queue online and a web number inquiry module that enables the user inquire via web.

Furthermore, a feedback module, security features of the kiosks module and a mobile kiosk module are not disclosed on the cited prior art. With regards to W0958, it does not include a security feature with regards to the use of kiosks and the mobile kiosk module which enables a possible client to be put on queue offsite but near the premises of the service provider. SUMMARY OF. THE INVENTION

It is therefore an object of the present invention to provide a a versatile queuing management system that gives businesses an alternative to improve customer experience in general and customer flow management in particular without having to expand their business space. Furthermore, it promotes an environment of positive customer experiences which can promote business loyalty, thus improving profitability of the business by providing a versatile queuing system wherein clients can select preferred mode of queuing transaction based on his preferences and situation that is convenient to him.

It is another object of the present invention to provide a versatile queuing management system that provides messaging notification and alerts feature that enables customers to be in a virtual queue, thus promoting positive customer experience in establishments. It also allows clients to get a ticket number even without going to the establishment.

It is another object of the present invention to provide a versatile queuing management system that can improve the customer flow management of establishments such as banks, retail stores, payment centers, clinics, and even government offices, thus, further improving the quality of customer experience which in effect will promote brand loyalty and increase profitability of said establishment.

It is a further object of the present invention to provide a versatile queuing management system that combines an on-line queuing, stationary kiosks queuing, mobile queuing and mobile kiosks queuing where clients could select or choose based on his preference and situations on a particular time.

It is a further object of the present invention to provide a versatile queuing management system where security features are provided on the kiosks queuing module.

It is a further object of the present invention to provide a versatile queuing management system where feedback system is provided for clients to sends feedback of the service being provided or other metrics to measure quality of service.

Other objects and advantages of subject application will come to light upon reading the following description taken in conjunction with the appended drawings.

BRIEF DESCRIPTION OF THE DRAWINGS

Figure 1 is a schematic diagram of the subject virtual queuing management system;

Figure 2 is a schematic diagram of the of the virtual queuing management system queuing connected to a central server;

Figure 3 is a schematic diagram of the plurality of queuing server connected to a central server;

Figure 4 is a flowchart of the method of Creating a New Site;

Figure 5 is a flowchart of method of Getting a Ticket;

Figure 6 is a flowchart of the method for Queue Status Inquiry;

Figure 7 is a flowchart of the method of how the Site Admin configures an existing site or branch; and Figure 8 is a flowchart of the Queue Flow Management.

DETAILED DESCRIPTION

Referring now to the drawings in detail, wherein like numerals designate same parts throughout, there is shown a versatile queuing management system generally designated as 10.

The versatile queuing management system 10 comprising a service provider queuing server 20 which is connected to a central server 50 and in communication with a communication device 100 such a computers laptops, tablets, and mobile phones. The server 20 is interfaced to an application module 21 adapted for accepting queuing requests and checking queue statuses from a client 200. The server 20 is further interfaced to the following: a stationary queue management module 22 for processing the queuing request and transaction from the client 200, a kiosk module 23 adapted for generating queuing ticket, a display module 24 adapted for displaying counters and numbers being served and advertising or information. A messaging gateway 25 is coupled to the application module 21 and in communication to server 20 and is operably configures and adapted for sending reminders, alerts and notifications to the client regarding the status of the queue in the form of SMS and application programming interface (API) such as those instant messaging platforms like Viber™, WeChat™, WhatsApp™ and other similar platforms. The messaging gateway 25 is used to alert the client of the status of his queue like time expected time for him to be served, the current number being served and others. It could be an automatic alert or notifications or as a response to the inquiry sent by the client through MMS or via email or using application software installed in the communication device or via internet browsing.

Aside from the stationary kiosk module 23 which is being installed on the service provider counters or kiosks on service providers like banks, clinics, government offices, payment centers and the like where queue ticket is being generated, a mobile queue management module 26 is provided and being interfaced to the server 20 and is adapted for processing offsite queuing request and transaction where physical counters/desks/tables are not present. This module 26 is made possible by providing a mobile kiosk module 27 interfaced to the server 20 and is adapted for generating queuing ticket requested offsite where a service provider's personnel 300 having a communication device 101 roams around the premises of the establishment of the service provider to put a customer on queue. This module is intended for the service provider to increase customer engagements by offering promo codes through virtual tickets generated by the mobile kiosk module 27. The mobile kiosk module 27 is also capable of showing the list of waiting customers as well as the queue status in a particular branch of the service provider having a virtual queuing management system 10. To ensure a quality service, a customer feedback module 28 is in communication with the server 20 and is configured for clients to send feedback of the service like quality of service, speed of delivery of service, overall customer experience and other related metrics. This module can be client-based, web-based or mobile-based application.

Referring now to figure 3, the central server 50 could be connected to plurality of service provider queuing servers 20a, 20b, 20c, 20d, 20e, 20f, etc. having corresponding virtual queuing management system. The service provider queuing servers 20a, 20b, 20c, 20d, 20e, 20f, etc. allows the creation of agent/teller/personnel accounts, management of transaction types, and other relevant configurations. It also manages infomercials, advertising or information displayed on the display module 24. On the other hand, the central server 50, manages all the connected service provider queuing servers, set-up service providers accounts, consolidates reports and statistics of all service providers and other relevant configurations

The application module 21 includes a web application module 211 adapted to be accessed from the communication device of a client for requesting queue and checking queue status. The web application module 211 could also be accessed from a communication device of a service provider for setting up, configuring and managing queuing web accounts. Furthermore, application module 21 comprises of a mobile application module 212 adapted to be accessed from a communication device of a client for requesting queue and checking queue status of a particular service provider branch.

The kiosk modules 23 and 27 are provided with security features like password, voice recognition, face recognition and biometrics for the queuing transaction.

To use the system of the present invention, a method for queuing is herein provided,

The method for queuing comprising the steps of setting up the queuing system; generating a ticket number for the customer from the queuing system; sending a welcome communication alert after the customer gets a ticket number; sending of communication alerts to the customer as their turn to be served approaches; managing the customer queue; accessing an application to check the queue status and other related information to the queue such as but not limited to the estimated wait time and the number of waiting customers; and accessing an application to remotely get a queue ticket number. The application is a web or mobile application.

The queuing system comprising a display a kiosk/ticket generator a queue management terminal pad, a content management module, and a system configuration module. The managing the queues comprising the steps of calling the next customer to be served, ending a transaction ticket, prioritizing a customer who is not next in line to be served, transferring a customer from one counter to another, tagging a ticket number as no show for customers who are not present when their ticket number is called, and recalling a ticket number that was previously tagged as no show.

When a customer gets a ticket number, he will access the frontend part of the system, which is the user interface. At the backend part of the system, data are captured and saved into the database for each corresponding action taken by the customer;

When a system administrator sets up or modifies the system configurations of each module, he will access the frontend part of the system, which is the user interface. At the backend part of the system, data are captured and saved into the database and these configuration changes are applied to the corresponding modules.

Figures 4 to 8 show the various flowcharts of the method for queuing in accordance with the present invention.

Figure 4 is a flowchart of the method of Creating a New Site. A connection is first established through a server/internet. A password is required to log in to create a new site and manage configurations, which includes but is not limited to creating a new site with a specific site name, editing the same, managing the Site Admin users for the newly created site or an existing one, setting the timing for sending the messaging communication alerts (as applicable), managing transaction and sub-transaction types (whenever applicable), accessing the reports and analytics, defining service levels for performance monitoring and other reports-related metrics, etc. Each change made to the configurations is saved to the database.

Figure 5 is a flow chart showing the process of getting a ticket. A connection is first established through a server/internet to open the home screen. The user can generate a ticket by selecting a transaction type (whenever applicable) then providing his nickname and mobile number to the system (this is optional), and in the case of user-defined messaging communication alert timing, the ticket number that must be currently served when the user wants to receive the messaging communication alert or the number of tickets prior to his turn when the user wants to receive the messaging communication alert (whichever is applicable). Upon clicking the proceed button, the database is updated and the estimated waiting time is calculated (as applicable). Relevant data is then transmitted to the ticket generator before the ticket generator creates a ticket for the user. The queue ticket may or may not include an estimated waiting time and other relevant information such as but not limited to the site or branch name, date and time, promotional or greeting texts on the ticket, etc.

Figure 6 is a flowchart of the method for Queue Status Inquiry. A connection is first established through a server/internet to open the home screen. The user then selects the company, branch, and transaction types (as applicable) on which the user wants to inquire the queue status. Upon clicking the proceed button, data from the database is transmitted to the application and display the queue status to the user, which may include but is not limited to the number of waiting customers on queue and the estimated waiting time per transaction (as applicable), the average serving time per transaction, etc. Whenever applicable, the user can also automatically generate a queue status report if the database has determined that he is already on queue. This can be achieved by but is not limited to checking the registered device credentials (MAC address of the device and other relevant credentials) or verifying the user account credentials of the user registered on the database. Figure 7 is a flowchart of the method of how the Site Admin configures an existing site or branch. A connection is first established through a server/internet. A password is required to log in to create a new site and manage configurations, which includes but is not Iimited to creating frontline or teller users for the existing site, editing the same, editing the same, setting the timing for sending the messaging communication alerts (as applicable), managing transaction and sub- transaction types (whenever applicable), accessing the reports and analytics, defining service levels for performance monitoring and other reports-related metrics, etc. Each change made to the configurations is saved to the database.

Figure 8 is a flowchart of the Queue Flow Management. A connection is first established through a server/internet. A password is required to log in to the application. Once logged in, the user can manage the queue by clicking the applicable button for the action that the user wants to make, such as but is not Iimited to calling the next customer, ending a current transaction, calling a ticket number that is not next in line, tagging a ticket as no show when the customer did not show when his ticket number is called, recalling a ticket number that was previously tagged as no show, etc. Whenever an action is made, data is transmitted to and from the database and the database is updated.

Additional advantages and modifications of the present invention will readily occur to those skilled in the art in view of these teachings. The present invention in its broader aspects is not Iimited to the specific details, representative contrivances, and illustrative examples shown and described herein. Accordingly, various modifications may be made without departing from the spirit and scope of the general concept as defined in the appended claims and their equivalents.