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MQueue: Taking the wait out of customer serviceMQueue offers a comprehensive and automated solution for monitoring customer and passenger interaction across their entire journey, from door, across the floor, to queue and back by using discreet state-of-the-art, unique IP-addressable, stereo-vision sensors with embedded intelligent software and on-board processing,
MQueue continuously captures transforms and analyses customer/passenger activity data and instantly converts it into meaningful business intelligence, upon which confident informed decisions can be made. The solutions allows real understanding of the impact of arrivals/exits, conversion, customer stops, browse times, queues and service levels etc. so as to improve customers' experience and in turn drive more profitable sales growth, reduce attrition and deliver better service levels.
This information is important in the airport environment where the focus is on delivering passengers through into the retail side allowing them to spend quality time to shop, eat and make purchases before boarding the aircraft. Similarly In the competitive retail forum, customer experience is critical if the right buying environment is to be created and if they are to be encouraged to use the retail outlet in the future.
MQueue: Key Features
Real time data analysis and monitoring
MQueue's easy to use dashboard collates real-time information and uses it to monitor the effectiveness of passenger processing or check out lanes performance. Acceptable queue lengths and processing times are established e.g. a retailer may decide that there must be no more than 2 people in a queue, whereas in the airport the operator may consider that the wait in the search area must be no longer than 8 minutes. If performance starts to slip outside acceptable parameters, the solution automatically issues alerts either to a central control, public address system or Manager's PDA so that staffing levels can be adjusted in good time to rectify the situation.
Resource planning - cost optimisation
Data collected by the systems can then be used to plan future staffing rotas in order to optimise resources and feed the corporate staff planning system. MQueue captures, transforms and analyses customer activity data and instantly converts it into actionable business knowledge and delivers it where it is needed.
The system is in operation at various retail outlets to monitor and control check out wait times, but also to cover the whole customer in-store experience - from outside, entry to the store, their path across the sales floor, queuing, service and exit. This data is used to maximise the effectiveness of special offers and important sales lines and has resulted in significant improvements to service for customers and sales revenues.
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