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MARVEL - COMPUTERIZED QUEUING SYSTEM
Overview
It is a known fact that the ultimate result of a poor service and unsatisfied customers is loss of profits. Every customer wants the maximum attention, regardless of the number of other customers waiting to be served. Customers crowded at a counter become frustrated and soon create a stressful environment.
Instead of waiting in lines, closely behind one another, and with no privacy at all, your customers can spend the waiting time on their own choice. Each customer takes a ticket with a queue number and is free to decide where to wait and what to do. Your customer remains comfortable during waiting and serving time, leaves satisfied and remain your customer.
User friendly software keeps a record of the number of customer served, average
waiting and serving time, customer rating of your service quality and stores them
in its database for your further analysis to help you planning your resources better.
Internet connectivity:
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Internet connectivity:
Related features can be requested as an option. It can create and update the company website
for actual waiting time and number of waiting customers for each service type. There is a
special function like manager remote access to check status and productivity of the certain
branch, as well as automatically sending e-mails or SMS in the case of VIP customer arriving,
alarms or reporting of the system status…etc.
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Magnetic Card Reader:
VIP customers can now be easily identified once they swipe their ATM or magnetic card at the ticket dispenser. A greeting message with the VIP personal name can be displayed and a priority queue number can be can be generated for him. Customer name can also be printed on the queue ticket with a greeting message for a personal touch. A greeting voice message can even be played to him on the speakers of the ticket dispenser.
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Notification Messaging:
Once a VIP customer swipes his card, the system can send an SMS message to the Manager's preset mobile number notifying the arrival of the VIP and providing the VIP name as part of the SMS message. A pop-up message can also be displayed on the Manager's computer a long with a notification beep across the local LAN.
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Service Evaluation Entry Unit: (Optional)
This unit allows a customer to evaluate the quality of service that was just rendered to him by the service staff. This is a very valuable system component that enables the management to find how satisfied their customers are.
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Voice Notification:
A voice notification on a ceiling or wall speakers can be enabled to notify the waiting customers of the queue number being served and which counter to be served. This feature is a very powerful one for customers that do not feel
uncomfortable about which display they should be waiting. If they swipe their cards, the system can call them by the name, using a text to speech engine (TTS) and tell them which counter they can proceed to.
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Custom Colors:
Marvel is a system with a flexible design to suit your unique functional needs. The displays and ticket dispenser can be provided in any custom color that suits the interior design concept for better integration with corporate image.
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MARVEL QUEUE SYSTEM APPLICATIONS
The Marvel Queue System is ideal for customer service oriented business, where waiting forms an essential part
of the service, such as:
Hospitals & Clinics
Airlines
Government Offices
Post Offices
Retail
Banks
Restaurants
Insurance Companies
Railways
Telecommunications
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SYSTEM COMPONENTS DESCRIPTION
Customers obtain tickets through the ticket dispenser, installed at the entrance, by simply pulling a ticket from a manual ticket dispenser or by pressing a button on a kiosk of a computerized system. A computerized system has a screen to display various types of services select from. Tickets are issued serially with a remark of the time at which it was issued and the service for which it was issued along with the approximate waiting time. The Next Queue System comprises of the following components:
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LCD Display:
Now outperforming the competition by a full color LCD Display, that not only can display the queue and counter number but also display advertising messages in both Arabic and English Language
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Main Display Board:
Main Display Board comes in two sections to display the ticket number being called and the counter number to which the customer should proceed. This unit receives the queue number signal from the Call Units. Up to 32 Call Units can be connected to one display.
It is normally placed strategically in the customer’s waiting area. Customers waiting to be served are notified of their turn through a voice announcement or a chime. Number of digits in the display can be 2, 3 or 4 digits depending
on the volume of customers being served.
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Counter Display Board:
It comes with two or three digits display depending on your need. The Counter Display Board is placed on the top of the counter and displays the ticket number of the customer being served.
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Manual Ticket Dispenser:
For basic applications and where cost is an issue this ticket dispenser serves the purpose of allowing the customer to pull a preprinted ticket from a manual ticket dispenser installed on a stand at the entrance. The ticket can be with a 2 or 3 digits number and of different colors to indicate different services, if required.
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Service control unit with ticket dispenser:
Their primary function is to allow a customer to select the service required to receives a ticket number against the service he selected. It requires a PC to co-ordinate and control the functional units of the system. The PC software
receives and distributes information from and to this ticket dispenser, customer display boards. The raw data is downloaded to a PC and stored for further analysis.
Options for touch screen are available. The ticket dispenser uses a standard 80 or 58 mm thermal printer with paper cutter.
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Tickets:
Tickets pulled from a manual user friendly ticket dispenser are preprinted serialized tickets. Such tickets can be of two or three digits according to the requirement and the volume of customers being served.
Tickets generated by a computerized system are printed on a white thermal paper with valuable information on them.
The following information in Arabic or English can be found on such tickets and more can be customized:
Service type
Queuing number
Time & Date
Average waiting time
Company Logo
Advertising and slogans
Other optional information
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Call Push button:
The Keypad connects to the LCD display for use by the counter service staff. A push button simply advances the next ticket number to be displayed and served or enable the staff member to call up the next number, switch to the
next queue category and close or suspend the counter.
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16 keys Keypad with number display
The Keypads also connects to the LCD display. It comes with a 20 digits display showing the queue number of the called customer. Each counter is equipped with one Call Keypad. Additional information such as total number of waiting customers can be displayed on the queue number display. The Call Keypad has a keyboard with 16 keys that has the following functions:
NEXT” for calling a new customer,
Close” for closing the counter,
Recall” for recalling the customer that has not responded to the first call,
Last” for calling the previous customer and
Reset” to reset the queue to ‘0’.
The Call Keypad can be used to call a specific number for service and can also receive messages from the software of the manager. The customer display is 2 or 3 digits LED display panel. It displays the queuing number of the customer to be served followed by sound signal to catch customer’s attention and stays displayed while the customer is being served.
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LCD Display:
It is a PC based controlling monitoring and reporting software, which can be accessed in real time or off-line from the system computer or from any computer on the network.
Marvel software communicates with all the devices of the Marvel Queue System and is used to configure the system. It performs a fitness test of all the devices connected to the system. It also generates various kinds of reports for analysis
purpose, helping you provide better services to your customers.
The basic management software needs to be installed on a PC that is connected to the ticket dispenser unit and display boards. Whenever the PC is turned on, it start receiving activity signals for all active systems units. It has graphical configuration utilities and can be installed on a PC with touch screen to ease the system operation.
System's supervisor screen displays a lot of valuable live data reporting the activities of all service staff such as how many customers served by each staff so far, average time each staff is taking to serve customer, number of customers waiting at each service and a lot more such valuable live information.
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PC or kiosk with ticket printer.
The software can be installed in the supervisor's PC or on a touch screen kiosk that manages the system as well as prints tickets upon selecting the required service on the touch screen.
REPORTS:
The following and a lot more other customizable reports and statistics in both Arabic and English languages in the form of graphs/charts and tables are available:
Distribution of customers by queuing service type.
Performance of the operators.
Time spent with customers.
Load factor and average queuing length.
Number of customer served for a period of time.
Average waiting time for a period of time and a group or counter
Number of customers abandoned the queue.
Number of customers served by each service group.
Number of customers served by each service staff or counter.
Number of customers satisfied with the service.
And a lot more using built-in user-friendly multilingual Report Writer…
The reports are sorted by queue number, person, hour, day, week, month and year and many more
other classifications.
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SYSTEM COMPONENTS DESCRIPTION
Upon selecting a service on a touch screen monitor or touch keypad a queue ticket with details is printed
on a small thermal receipt printer that support graphics for logo.
While the customer is waiting for his turn the service staff calls for the next customer to be served by simply
pressing the NEXT button on his Call Keypad or Push Button.
The expected waiting time is logged and the actual waiting time is saved against it to monitor the accuracy
of the expected waiting compared to the actual time.
The software recognizes the active counters to allocate new queue numbers against each of them.
The software supports several services with a number of “counters” allocated under each service.
When any counter pushes the "next" button, the software receives a signal such as the one sent to the
Main Display Board. This signal contains the Keypad or Call Button address along with the queue number
that was last reached. This feature helps logging actual time taken to serve the customer as well as for
other reporting purposes.
The PC acts as the controller unit using an RS485 port or an RS232 with an RS485 converter.
Whenever a queue number is generated by the ticket printer it is assigned to the appropriate service group.
Whenever the next available counter presses the "next" button, the PC software sends the oldest waiting
queue number to the Display Board of that counter for display. The Main Display Board will also display the
queue number and the counter number that initiated the request.
Multiple Main Display Boards can be installed, all of which will display the same information. If an application
requires that queue numbers of certain services to be displayed on a certain Main Display Board, separate
systems that can be connected to one PC need to be installed.
Whenever a queue number is advanced from any keypad, other keypads can be configured not to display
the new number reached so the different service staff can track the last number they have served.
Some applications require that a specific customer visits a specific counter in a service group. In this case,
the counter will receive the customer file along with copy of the queue number. When the turn of this
number is reached, the service staff can key-in the queue number on the keypad instead of pressing the
next button. The ticket printer can be configured to print two copies of the same queue number, one with
the customer and the other to be attached to the file.
In a situation like the above, the system will display the requested queue number on the Display Board of
the requesting counter and will also display the queue number and the counter number that made the
request on the main Display Board.
The Keypad screen can be configured to alternately display the last number served as well as the number of
people waiting to be served along with the current average waiting time. Each for 5 seconds.
If a customer does not report when his queue number is displayed ,the service staff can press a hot key such
as # before press the "next" button to log abandoned queue numbers. The system can also be programmed
to consider a predefined short time between served tickets as an indication for an abandoned service.
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System Parts:
Following are the basic system components listed for General guidance
MAIN PARTS:
Two section 5 digits Main Diplay Board. 3 digits for the ticket number and 2 digits for the counter number.
Two section 4 digits Main Display Board. 2 digits for the ticket number and 2 digits for the counter number.
2 digits Counter Display Board.
3 digits Counter Display Board.
3 Keys Call push button.
16 Keys Keypad with number display.
Service Evaluation Unit.
Manual Ticket Dispenser.
12 Service controller unit with ticket dispenser
Software
Kiosk with ticket printer.
PC
2 digits manual preprinted tickets for manual ticket dispenser
80 mm wide thermal rolls for computerized ticket dispenser
58 mm thermal rolls for computerized ticket dispenser
SPARE PARTS:
a)-Main Display:
Aluminium frame of different sizes
Side covers plastic pieces.
Front transparent cover.
Main PCB with two digits.
Additional one digit PCB
External Power supply.
Wall mounting bracket.
Disk top mounting bracket.
Ceiling mounting bracket.
Wall and ceiling brcket screws and nuts.
Ding Dong Module.
Ding Dong Speaker.
b)-Keypad:
Back cover case.
Front cover case.
LCD module.
LCD transparent cover.
Keyboard rubber switches matrix.
Keyboard buttons (16 buttons).
Speaker
Keypad main PCB.
c)-Call Button:
Case
Buttons
Sticker
d)-Service Evaluation Push Button:
Case
Buttons
Sign Board
e)-Manual Ticket Dispenser:
Wall mount piece.
Mouth joint cover piece.
Mouth metal piece.
Top cover case.
Bottom cover case.
Take a number signboard.
Floor stand.
Wall screws.
Floor stand's screws.
f)-Ticket Rolls:
Two digit rolls, White color, 2500 tickets per roll
Three digit rolls. White color, 2500 tickets per roll
Two digit rolls. Red color, 3000 tickets per roll
Three digit rolls. Red color, 3000 tickets per roll
Two digit rolls. Green color, 3000 tickets per roll
Three digit rolls. Green color, 3000 tickets per roll
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