Queue Management System Market

Queue Management System was valued at USD 512 Million in 2020 and projected to grow at 4.3 % CAGR during 2021-2028.

Queue Management System Market Overview

The Queue Management system is used to manage the queue of people and streamlining the queuing experience. It is an intelligent system that helps in managing the customer waiting experience throughout their entire journey, from pre-service to post-service. These systems generate a massive volume of data about the customer waiting time and overall performance. These data help enhance the organization process and complete the customer journey. An effectual queue management system helps in the improvement of an organization’s service efficiency. When customers deal with the fast and effective pace, it increases customer satisfaction, and fewer staff members are required, which liberates staff time to deal with other necessary matters.

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Major Queue Management System Market Drivers

The factors driving the global queue management system market include the increasing need to manage the customer movement to propel productivity and increase the requirement of employee efficiency and enhance customer satisfaction. For instance, Arapahoe County Clerk and Recorder’s office reduced the wait time by 75% after installing the queue management system. After conducting a survey, the result showed 90% a satisfaction rate among staff and customer satisfaction reached from 45% to 90%. The growth of digitization in the healthcare sector is expected to grow at a higher rate. Most healthcare service providers face the challenge of maintaining the queue at the payment section or at the doctor’s chamber. In the process of decreasing the long formation of the queue, various healthcare facilities show interest in the queue management system, which is expected to generate the demand for the queue management system. In addition, according to one of the leading players of the market, namely, Qmatic, the COVID-19 pandemic increased the speed of transformation to minimize the waiting time to avoid virus spread. Many government offices are also interested in a solution that ensures customer safety and a staff work environment.

Restraint in the Queue Management System Market

However, the price to purchase system is expensive and software has the propensity to crash and be corrupted, as it contains multiple hardware and system software which increases the project cost. These factors act as a restraint and will hamper the market growth.

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Type – Segment Analysis

Based on the type, the mobile segment is anticipated to grow at the higher CAGR share over the forecast period. The mobile queueing system gives flexibility to the customer to wait anywhere with monitoring their progress in real-time. Mobile queueing system manages customers in the digital space, so they have minimal interaction with staff and fellow customers. Moreover, it helps manage customer traffic, unplanned visit and decrease the waiting time, and the mobile queuing system is expected to witness high adoption. Organizations across the world have started moving towards a techno-based solution to optimize workflows and productivity.

Application – Segment Analysis

Based on the Application, queue management is expected to grow at higher CAGR over the forecast period due to organizations using queue management systems to manage the customer flow. Queue management is the process of improving business by managing customer waiting experience throughout their entire customer journey. It improves the measure of services, allows focused improvement for specific customer segments and services. It can also increase sales by imposing digital advertisement, customer satisfaction, and agent sales tips.

End-Use Industry – Segment Analysis

Based on the end-use industry, healthcare is expected to grow at a higher CAGR over the forecast period in the global market. The COVID-19 has increased the need for a queue management system to handle patient flow safely and effectively. The regulation to follow social distancing and to limit the number of people in the indoor area, and the healthcare sector is adapting to maintain the services while keeping everyone safe. Queue management system collects data automatically at every step in the process, and it enhances the performance with the help of analytics. In addition, according to one of the leading players, Qless, a queue management system can reduce the number of patients in the queue by up to 35% and improve operational efficiencies up to 90%.

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Regional – Segment Analysis:

Based on the region, the Asia Pacific region is expected to grow at higher CAGR over the forecast period due to the escalating in population in this region, which will lead to market growth. According to United Nations, 61% of the global population lives in Asia, 17% in Africa, 10% in Europe, 8% in Latin America, and the remaining 5% in Northern America. To manage the organization and automate customer journeys, the demand for a queue management system will be higher. For instance, Indian Overseas Bank Invites Request for Proposal from well-reputed suppliers for implementation and maintenance of centralized Queue management system at 100 branches all over India.

Top Market Players

Various notable players operating in the market, include, AURIONPRO, Qmatic, NEXA Group Pty Ltd, Q-nomy, Qless, Inc., Advantech Co., Ltd., Wavetec, SEDCO, ATT System Pte Ltd., Xtreme Media Pvt. Ltd., among others.

Key Developments:

• • In 2021, IDB Global Federal Credit Union launched online appointment scheduling with Q-nomy by adopting Q-nomy Q-flow software platform. The online service was built to invite members to book and manage in-person branch appointments and enable video and phone meetings.
  • In 2021, Qmatic provided a virtual queueing system solution for British Airways at Heathrow. With a virtual queuing system, customers can plan their departure, assured that they will have to book their slot in the queuing system before arriving at the airport as they can start the safe and convenient journey.
  • In 2020, Wavetec was the first global queue management company that launched WhatsApp appointments. With COVID-19 restrictions like social distancing and occupancy limit, WhatsApp Appointment helps book a slot and allows safe and secure customer journeys.

Segments covered in the Report:

The global queue management system market has been segmented on the basis of type, application, end-use industry and region. Based on type, the market is segmented into structured, unstructured, Kiosk based and mobile. Based on application, the market is segmented into appointment scheduling, data analytics and reporting, queue management, customer service, real-time monitoring, and others. Based on the end-use industry, the market is segmented into BFSI, retail, transportation and logistics, healthcare, telecom, and others.

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Market Segmentation

Global Queue Management System Market by Type

• • Structured
  • Unstructured
  • Kiosk Based
  • Mobile

Global Queue Management System Market by Application

• • Appointment Scheduling
  • Data Analytics and Reporting
  • Queue Management
  • Customer Service
  • Real-Time Monitoring
  • Others

Global Queue Management System Market by End-Use Industry

• • BFSI
  • Retail
  • Transportation and Logistics
  • Healthcare
  • Telecom
  • Others

Global Queue Management System Market by Region

• • North America queue management system market (Option 1: As a part of the free 25% customization)

    • North America queue management system market by type
    • North America queue management system market by application
    • North America queue management system market by end-use industry
    • US queue management system market All-Up
    • Canada queue management system market All-Up

  • Europe queue management system market (Option 2: As a part of the free 25% customization)

    • Europe queue management system market by type
    • Europe queue management system market by application
    • Europe queue management system market by end-use industry
    • UK queue management system market All-Up
    • Germany queue management system market All-Up
    • France queue management system market All-Up
    • Spain queue management system market All-Up
    • Rest of Europe queue management system market All-Up

  • Asia-Pacific queue management system market (Option 3: As a part of the free 25% customization)

    • Asia-Pacific queue management system market by type
    • Asia-Pacific queue management system market by application
    • Asia-Pacific queue management system market by end-use industry
    • China Queue Management System Market All-Up
    • India Queue Management System Market All-Up
    • Japan Queue Management System Market All-Up
    • Rest of APAC Queue Management System Market All-Up

  • RoW queue management system market (Option 4: As a part of the free 25% customization)

    • RoW queue management system market by type
    • RoW queue management system market by application
    • RoW queue management system market by end-use industry
    • Brazil queue management system market All-Up
    • South Africa queue management system market All-Up
    • Saudi Arabia queue management system market All-Up
    • UAE queue management system market All-Up
    • Rest of world (remaining countries of the LAMEA region queue management system market All-Up

Major Players Operating in the Queue Management System (Option 5: As a part of the Free 25% Customization – Profiles of 5 Additional Companies of your Choice)

• AURIONPRO
• Qmatic
• NEXA Group Pty Ltd
• Q-nomy
• Qless, Inc.
• Advantech Co., Ltd.
• Wavetec
• SEDCO
• ATT System Pte Ltd.
• Xtreme Media Pvt. Ltd.