Project
Overview

Role

Queue Management
Portal Development

Client

Dcastalia Limited

Completed On

2020

The
Project

Dcastalia, the leading software development company in Bangladesh, has always identified and addressed end users' problems and found viable solutions which are easy to use and implement. In doing so, we planned to develop Quick Queue, an in-house product for a smart Queue management system ideal for use in customer service-based applications.

Quick Queue is a compelling portal that consists of a robust database to manage users and queue tokens with three different panels for admin, customer agents, and users. The portal can handle multiple branches in different locations for an organization, with various services defined by the admin. The customers can sign themselves up to avail of service and take appointments, with the ability to view the queue waiting time in different branches. The customer agents can manage the queue to call their designated customers, put them on hold, or transfer them to a different counter.

The system is designed to smartly manage and distribute tokens across multiple service counters in an automated manner. The automation helps to maintain the serial of the tokens precisely, taking the smallest fraction of time into consideration. The system is also supported by a voice assistant module to call the token numbers.

Our product has been well received by multiple clients from diverse industries for contact-less customer experience management. Besides, it provided a comprehensive solution to customer management problems and fostered business growth by improving service efficiency.

scope of
work

  • Software Development
  • UI/UX Design
  • CMS Development

The project's goal was to develop a product that gives a user-centric solution and helps organizations achieve optimum efficiency in service to grow their business. Starting from conducting a UX study to understand problems that people are facing and finding solutions to automating the process of customer service, we went through various stages of research and development to build the portal.

Technologies

The nature of the product demanded cutting-edge technologies as it would serve a variety of users, possibly on a large scale. We implemented technologies and techniques to develop a high-performing system to achieve optimal performance with a robust DBMS and real-time synchronization of multiple branches and locations.

Core
Features

Smart Token
Distribution

Customers coming in for a service can sign up either on the spot or through an appointment scheduler. This system helps to generate a token, including a customer's name, appointment time, and type of service. While the token generates, the system assigns the token to a counter for designated services.

Moreover, the system smartly distributes these tokens to the respective counters. A custom algorithm is implemented with which the system can decide counter to assign the tokens. This distribution decision is taken based on the service type and the queue length and time taken on each counter to complete a specific token. The whole distribution process is automated without any manual interaction. However, if any human interaction is needed, then the agents or admin can override the decision made by the system.

Smart Token
Distribution

Customers coming in for a service can sign up either on the spot or through an appointment scheduler. This system helps to generate a token, including a customer's name, appointment time, and type of service. While the token generates, the system assigns the token to a counter for designated services.

Moreover, the system smartly distributes these tokens to the respective counters. A custom algorithm is implemented with which the system can decide counter to assign the tokens. This distribution decision is taken based on the service type and the queue length and time taken on each counter to complete a specific token. The whole distribution process is automated without any manual interaction. However, if any human interaction is needed, then the agents or admin can override the decision made by the system.

Data Synchronization
On The Fly

The system is architectured in an effective approach to make a bridge of communication between the admin panel and several branches in diverse locations. Besides, it can communicate with all the branches by synchronizing the data in real-time.

The real-time synchronization also occurs between the different panels for users, helping everyone be updated instantly. Moreover, we took a comprehensive development approach to develop this real-time application using Socket.IO and configured and customized the sockets and their connections.

Data Synchronization
On The Fly

The system is architectured in an effective approach to make a bridge of communication between the admin panel and several branches in diverse locations. Besides, it can communicate with all the branches by synchronizing the data in real-time.

The real-time synchronization also occurs between the different panels for users, helping everyone be updated instantly. Moreover, we took a comprehensive development approach to develop this real-time application using Socket.IO and configured and customized the sockets and their connections.

Appointment
Scheduling

The dedicated customer side panel is designed so that customers can check in themselves with just their phone number. Following their registration, the customer will select their desired service. Customers can opt for the time set by the system or can schedule an appointment at their preferred time and location.


Customer can also make their appointment based on the branch they want to visit. The branches are shown with the waiting time, which helps the customer find their nearest branch to avail of their required service in the shortest possible time. The whole appointment scheduling module is designed with a user-friendly approach to avoid long queues and prioritize a customer's convenience.

Appointment
Scheduling

The dedicated customer side panel is designed so that customers can check in themselves with just their phone number. Following their registration, the customer will select their desired service. Customers can opt for the time set by the system or can schedule an appointment at their preferred time and location.


Customer can also make their appointment based on the branch they want to visit. The branches are shown with the waiting time, which helps the customer find their nearest branch to avail of their required service in the shortest possible time. The whole appointment scheduling module is designed with a user-friendly approach to avoid long queues and prioritize a customer's convenience.

Real-Time
Data Analytics

The system tracks the information about the facilities, waiting time, and customers in real-time. This helps the system provide a detailed report by analyzing the overall statistics based on the service availed by the customers and the agents' efficiency in providing service.

The organization using Quick Queue can produce detailed analytical reports by altering them with various parameters. These reports eventually help them make significant business decisions and identify key areas of improvement.

Real-Time
Data Analytics

The system tracks the information about the facilities, waiting time, and customers in real-time. This helps the system provide a detailed report by analyzing the overall statistics based on the service availed by the customers and the agents' efficiency in providing service.

The organization using Quick Queue can produce detailed analytical reports by altering them with various parameters. These reports eventually help them make significant business decisions and identify key areas of improvement.

See our project live in action

Visit site

Challenges &
Our Approach

Slot checker
Algorithm

Generating a large number of tokens with different variables creates a high dependency on the proper queueing and the distribution of the tokens.

Our Approach

To properly assign the tokens to the right counter in an automated manner, we had to consider all the possible variables related to it, including time to the fraction of seconds, service counters, and assigned agents. We implemented a slot checker algorithm that searches and precisely compares the data that are stored actively to decide the assignment of the tokens and manage the queue.

Customization of
Voice Assistant

A voice assistant module was required to ensure active tokens are called for service in the respective counter, which depends highly on socket modification to provide prompt and high accuracy output.

Our Approach

With the help of the Howler library, we implemented the voice assistant module with loads of customization on the sockets. We did it to ensure that the sockets are fired instantly to play the sound in real-time. 

Manual Token
Distribution

Generated tokens are distributed automatically, but there are scenarios where the user might need to override the distribution manually.

Our Approach

With the help of our designed algorithm, the system is well capable of handling the distribution of the tokens and managing the queues. However, there are scenarios when the user might need to override the system’s decision to prioritize specific tokens. To achieve this, we implemented the react-Trello npm library so that users can easily redistribute the tokens with a simple drag and drop action. This gives the user extra control over the system to cater to their own needs.

Key Numbers

The product is designed and developed for various organizations, starting from small to large industries. Moreover, the system is accessible to different users simultaneously through their dedicated panels.

%

Increase In
Efficiency

+

Dedicated
Counter Support

+

Branch
Support

Portal

Development

leading the best digital partner.