How Avison Young brought smart queue management to its Abu Dhabi office
Entry2Exit deployed its queue management system for Avison Young at their office in Abu Dhabi. It is a complete queue management system for all the tenants and customers who come to the office, from the kiosk at the entrance to WhatsApp alerts, a routing screen, six service counters, and advanced reports.
The deployment in short
A quick summary of the client, the site, and what Entry2Exit put in place at the office.
About Avison Young
Avison Young is a global commercial real estate services firm, founded in 1978 and headquartered in Toronto. It has more than 100 offices in 20 countries and around 5,000 real estate professionals.
The firm offers commercial real estate services for occupiers and investors, including transaction, management, financial, and advisory services. Its Abu Dhabi office serves tenants and customers who come in for a new lease, renewals, key handover, maintenance requests, and other requests.
Avison Young is a very customer-oriented brand that wants to improve its customer experience at each touch point. The first of those touch points is the moment a visitor walks into the office.
From the kiosk to the counter
This is what happens when you go to the Avison Young Abu Dhabi office as a tenant or a customer.
The routing screen always shows the token being called right now at the top, with the previous 4 called tokens listed below it. And the data saved after every visit can help the company improve their service experience by looking at the real data.
A bilingual kiosk, in English and Arabic
The kiosk shows every service in both English and Arabic, side by side on the same button. Tenants and customers can pick their service in the language they are most comfortable with.
Six counters, five of them flexible
There are 6 counters in the Avison Young Abu Dhabi office. 5 are service counters, one for each service on the kiosk, and they are flexible, meaning the same person can service multiple counters. The 6th counter, which is for a cashier, is fixed and specifically for billing and cash-related services. Tokens are reassigned to the cashier whenever a customer needs it.
Send the customer to the right counter, without a new token
There is also a really smart feature that a lot of our customers are looking for: token reassignment. This feature lets the serving counter user route the token and the customer to a different counter if they feel the customer is best served at a different counter for their use case.
This eliminates the need to generate a new token and wait in line again. It ensures that both the customer and the counter users can manage everything with the least amount of effort and time.
SUNMI FLEX 3. A premium kiosk with a printer inside.
For the kiosk, we are using the SUNMI FLEX 3 on a floor stand. It has a printer inside, so every visitor walks away with a printed receipt and a printed token.
When visitors take a token from the kiosk, they first get a printed receipt and a printed token. If they don't have WhatsApp, they can use this physical printed token for their service. Nobody is left out of the queue.
What changed at the front desk
A side-by-side look at the office without a queue management system and with Entry2Exit in place.
Real data on every visit
Avison Young is now equipped with advanced reports by the Entry2Exit queue management system. The reports contain all the information, like:
- The customer details provided at the kiosk
- The waiting time for each token
- The serving time for each token
- And more
This data can be further analyzed by the Entry2Exit system itself to identify the average waiting time per counter and the serving time per counter. This will come in handy, since Avison Young is a very customer-oriented brand that wants to improve their customer experience at each touch point.
The waiting area as a brand channel
Apart from all these advanced features, when it comes to branding, the Entry2Exit queue management system is unrivalled. For Avison Young, we have provided a media player and a routing TV UI, which lets them play their brand videos on a loop and give information to each customer they serve.
This video can be seen by everyone in the waiting area, and it can act as a brand awareness channel or an information awareness channel.
Note from the solutions consultant
Working on this queue management system project for Avison Young was an absolutely great experience. For me and my team, the requirement was straightforward, but it required a great amount of care. Avison Young is such a well-known brand in real estate, so we wanted to uphold that at the very first touch point customers interact with, which is the queue management system at the entrance.
The customer is happy that their full waiting process can now take care of itself, and they are also equipped with advanced reporting capabilities, which will further enhance their customer experience efforts. Thank you, Avison Young, for trusting Entry2Exit with this project.
Common questions about this deployment
What did Entry2Exit deploy at the Avison Young Abu Dhabi office?
Entry2Exit deployed a complete queue management system for all the tenants and customers who come to the Avison Young office in Abu Dhabi. It includes a floor-standing SUNMI FLEX 3 kiosk with a built-in printer, WhatsApp token alerts, a routing screen TV display with a chime, a media player for brand videos, six service counters, and advanced reports.
How does a visitor get a token at the kiosk?
The visitor selects the service they are there for, such as new lease, renewals, key handover, maintenance request, or other request. They then enter their name, phone number, and email address. A new token is generated, shown on the kiosk, printed with a receipt, and sent to their WhatsApp.
What if a visitor does not have WhatsApp?
Every visitor gets a printed receipt and a printed token from the kiosk. If they don't have WhatsApp, they can use this physical printed token for their service.
Does the kiosk support Arabic?
Yes. The kiosk shows every service in both English and Arabic on the same button: New Lease, Renewals, Key Handover, Maintenance Request, and Other Request.
How many counters does the Avison Young Abu Dhabi office have?
There are 6 counters. 5 are flexible service counters, one for each service on the kiosk: New Lease, Renewals, Key Handover, Maintenance Request, and Other Request. The same person can service multiple counters. The 6th counter is a fixed cashier counter for billing and cash-related services, and tokens are reassigned to it whenever needed.
What is token reassignment?
Token reassignment lets the serving counter user route the token and the customer to a different counter if the customer is best served there for their use case. This removes the need to generate a new token and wait in line again.
What do the reports show?
The reports contain the customer details provided at the kiosk, the waiting time for each token, the serving time for each token, and more. The Entry2Exit system can also analyze this data to show the average waiting time and serving time per counter.
Can the queue screens show brand content?
Yes. Avison Young has a media player and routing TV UI that play their brand videos on a loop while showing token information. Everyone in the waiting area can see it, so it works as a brand awareness or information awareness channel. You can read more on the queue management system page.
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Want the same setup at your office?
Entry2Exit works with offices, hotels, residences, and enterprise sites across the UAE and the wider GCC. We can scope a queue management system for your counters, your services, and your reporting needs.
