How to Build a Queue Management System - Rev Interactive Digital Signage Solution Provider Malaysia

How to Build a Queue Management System with Digital Signage

A Queue Management System is a digital solution designed to efficiently manage and organize customer queues or waiting lines in various settings. 

Retail stores, banks, hospitals, and government offices often use this system. It also uses technology like digital signage, kiosks, or mobile apps to provide real-time updates to customers about their queue status, estimated wait times, and place in line. 

The system often includes analytics and reporting features, allowing businesses to monitor queue performance and make data-driven decisions to optimize their operations.

Let’s explore the benefits of this digital solution and how to build a queue management system with digital signage.

Industries benefit from queue management systems. Source: S-Tech 2023 - How to Build a Queue Management System
Industries benefit from queue management systems. Source: S-Tech 2023

Benefits of Installing a Queue Management System

The Queue Management System, particularly in Malaysia, offers a range of significant benefits that cater to diverse industries like clinics, restaurants, and events.

1. Reduced Perceived Waiting Time

With the implementation of a digital queuing system, such as the one offered in Malaysia, customers receive real-time updates on their queue status and estimated waiting times. 

This dynamic approach to queue management reduces uncertainty and keeps customers well-informed, leading to a perceived reduction in waiting time. 

As a result, customers are more content and patient during their wait, resulting in a positive waiting experience.

2. Convenient and Smooth Queuing

The digital queue management system Malaysia streamlines the entire queuing process, making it highly convenient and seamless for customers. 

Whether they use self-service kiosks, make appointments in advance, or check-in through mobile devices, the system offers multiple options for customers to join the queue efficiently. 

This optimizes customer flow and allows them to engage in other activities while waiting, such as exploring retail offerings or enjoying in-venue amenities.

Provide high quality service through digital queuing. Source: Engagis Pty Ltd - How to Build a Queue Management System
Provide high quality service through digital queuing. Source: Engagis Pty Ltd

3. Improved Social Distancing

In light of health and safety concerns, the digital queue management system is crucial in promoting improved social distancing. 

By efficiently managing waiting customers and controlling the number of people in waiting areas, the system helps maintain safe distances between customers. 

Digital signage for events is also essential to ensure that the crowd is well aware of the instruction and other announcements.

4. Enhanced Staff Productivity

A queue management system offers significant advantages to staff as well. 

Staff can optimize their work patterns and resource allocation by automating queue management processes and providing real-time insights into customer flow and waiting times. 

This results in improved productivity, as staff members can focus more on delivering exceptional service rather than handling administrative tasks. 

The system also empowers businesses to adapt quickly to changing demands, enhancing overall staff efficiency.

Ensure that waiting customer know who's next. Source: Pinterest - How to Build a Queue Management System
Ensure that waiting customer know who’s next. Source: Pinterest

5. Requires Less Manpower

Investing in digital queue management system, allows businesses to operate more efficiently with fewer human resources dedicated solely to managing queues. 

The system’s automation and self-service options significantly reduce the need for manual queue management and customer assistance. 

Businesses can maximize staff productivity by optimizing customer flow and providing real-time updates through digital signage, directing them toward more meaningful and customer-focused tasks. 

Overall, queue management system costs are less than the benefits that a company can acquire from it.

Easily manage queue without a need for staff. Source: SpinetiX - How to Build a Queue Management System
Easily manage queue without a need for staff. Source: SpinetiX

6. Flexible and Versatile 

The digital queue management system in Malaysia offers a flexible and versatile solution that is applicable across various industries. 

For instance, clinic digital signage can be customized to meet each unique needs and requirements. 

The incorporation of digital signage Malaysia ensures that customers can easily navigate and interact with the system, enhancing their overall experience. 

Furthermore, with a content management system, businesses can update and adapt their queue management processes as needed, making it a future-proof solution capable of meeting evolving demands.

7. Provides Valuable and Centralized Data

One of the most valuable benefits of digital queue management is its ability to generate centralized data. 

The system collects comprehensive data on customer traffic, wait times, and peak hours. 

This information offers businesses valuable insights into customer behavior and preferences, enabling data-driven decision-making and strategy formulation. 

Businesses can optimize their operations by analyzing this customer data, better allocate resources, and enhance the overall customer experience.

Easily manage queues. Source: ICON Multimedia - How to Build a Queue Management System
Easily manage queues. Source: ICON Multimedia

How to Build a Queue Management System

1. Define Objectives

Before embarking on building and installing a queue management system, it’s crucial to define clear objectives. 

Determine the specific types of queues you aim to manage, whether for retail customer service, patient check-ins at a clinic, or event registrations. 

Understanding your requirements and the digital signage trends will guide the system’s design and functionalities.

Outline the goals you hope to achieve through the queue management system. 

These may include reducing waiting times, enhancing customer satisfaction, optimizing staff productivity, and ensuring social distancing compliance. 

Having well-defined objectives will serve as a foundation for the subsequent steps in the process and lead to a more effective and tailored queue management solution for your specific needs.

Defining what you want from a virtual management system. Source: Kuusoft - How to Build a Queue Management System
Defining what you want from a virtual management system. Source: Kuusoft

2. Plan Queue Flow

Once you have established your objectives, begin planning the flow of your queues. 

Analyze customer or visitor traffic patterns and identify potential bottlenecks. 

Determine the most efficient ways to guide customers through the queue, ensuring a smooth and organized process.

Consider factors such as different service points, waiting areas, and any additional requirements for specific queue types. 

Map out the entire customer journey, from entry to exit, and anticipate any potential challenges. 

3. Choose Digital Signage

Selecting the right digital signage software Malaysia for your queue management system is crucial to ensure seamless communication with customers. 

Consider the size, placement, and type of digital displays that best suit your business environment. 

Interactive digital signage can engage customers and provide additional information.

Evaluate digital signage solutions available in Malaysia that align with your objectives and budget. 

Look for user-friendly content management systems that enable easy updates and customization.

Queue management flow in action. Source: Mvix - How to Build a Queue Management System
Queue management flow in action. Source: Mvix

3. Design User Interface

Crafting an intuitive and user-friendly interface is essential for the success of your queue management system. 

Ensure the digital signage’s user interface is visually appealing, easy to navigate, and aligned with your brand identity. 

Simplify the customer journey with clear instructions and straightforward actions.

Incorporate visual cues and informative displays to guide customers through the queue process effortlessly. 

Consider interactivity for a more engaging experience. Test the user interface with diverse individuals to gather feedback and make necessary refinements. 

A well-designed interface will enhance customer satisfaction and contribute to a positive overall queuing experience.

4. Integrate with Existing Systems

Integrate your newly designed queue management system with your existing business infrastructure to maximize efficiency and effectiveness. 

Ensure compatibility with point-of-sale (POS) systems, customer databases, and other relevant software.

Seamless integration enables real-time data synchronization, allowing the queue management system to access and update essential information instantly. 

This connectivity streamlines processes and avoids redundancies, creating a unified and cohesive customer experience. 

Work closely with your IT team or system integrators to ensure a smooth and error-free integration.

5. Launch Queue Management System

With objectives defined, queue flow planned, digital signage chosen, user interface designed, and integration completed, it’s time to implement the queue management system. 

Begin with a soft launch or pilot program to test the system’s functionality and identify potential issues.

Train your staff on operating the system and provide them with the necessary resources to assist customers during the initial implementation phase. 

Communicate the changes to your customers and visitors, explaining the benefits and ease of the new queue management system.

6. Monitor and Improve

After the queue management system is fully operational, it’s essential to monitor its performance and gather relevant data continuously. 

Track key metrics, such as customer waiting times, staff productivity, and customer feedback, to assess the system’s effectiveness in meeting your defined objectives.

Utilize the centralized data provided by the system to identify patterns, spot areas for improvement, and make data-driven decisions. 

Regularly review the system’s performance and gather insights from customer and staff experiences to fine-tune the process further. 

Stay attentive to emerging technologies and customer expectations to ensure your queue system remains relevant and up-to-date. 

By constantly monitoring and improving the system, you can deliver a smooth and satisfying customer experience, boost staff efficiency, and maintain a competitive edge in the market.

Industry Applications of a Queue Management System


In the retail industry, a queue management system helps optimize customer flow and enhances the overall shopping experience. 

Well-known companies like Apple have successfully implemented digital queue management systems in their stores. 

Customers can check-in through their smartphones, receive real-time updates, and explore products while waiting for assistance. 

This system streamlines the process, reduces perceived wait times, and improves staff efficiency, resulting in higher customer satisfaction and increased sales.


Healthcare facilities, like hospitals and clinics, benefit significantly as they invest in digital signage

Renowned healthcare providers like Pantai Hospitals have implemented digital queue management solutions. 

Patients can schedule appointments online, receive direct messages, and refer to digital signage for their place in the queue.

This system minimizes wait times, ensures timely patient care, and facilitates social distancing compliance during peak hours.


In the banking sector, digital queue management systems have become indispensable for efficient service delivery. 

Major banks like JPMorgan Chase have incorporated queue management solutions to streamline customer queues and reduce waiting times. 

Customers can use mobile apps to schedule appointments, receive virtual tickets, and wait comfortably outside the branch until their turn. 

This results in improved customer experiences, optimized staff productivity, and better resource allocation.

Government and Public Services

Virtual queuing systems are valuable in government offices and public service centers. 

For instance, the National Registration Department (NRD) and post offices in Malaysia have improved their queue flow with technology.  

Citizens can monitor their queue status in real-time, reducing overcrowding and ensuring smooth service delivery. 

The system improves operational efficiency, eliminates perceived long wait times, and enhances customer satisfaction.

Final Word

Queue management systems are vital across industries, improving customer experiences and efficiency. 

Many institutions have already adopted these systems successfully. 

As a top provider, Rev Interactive delivers cutting-edge digital signage and interactive solutions tailored for specific industries. 

Install the best queue management system with Rev Interactive’s help for enhanced customer satisfaction and operational success. 

Stay ahead with a world-class queue management system!