Just released: The State of Waiting in Line 2025. [Get your copy here](/content/resources/state-of-waiting-in-line-consumer-survey-report-2025/index.html). # What is queue management and how can queue management systems help? A queue management system centralizes appointments and waitlists in a single platform – and automates the management of both. Waitwhile Published at 2025-04-10 16 min read A [queue management system](/content/solutions/queue-management-system/index.html) offers a centralized platform to manage bookings, queues, and appointments, improving service delivery and customer flow. Where there are people, there are queues. It’s a universal part of life that spans cultures and centuries. Businesses and governments alike need a system through which they can manage resource allocation and organize waiting lines. Though they have a negative connotation, queues and waitlines aren't always bad for business either. Constant customer flow can signify quality and even build hype for your business, think a popular brunch place that always has a line out the door. Not all wait lines and delays mean a product is “worth the wait,” however. Often, it is quite the contrary... ## Types of queues Whenever demand outstrips supply for a specific resource or service, queues are formed to handle the imbalance. These queues can take on many shapes based on the nature of the business, the preferences of management, and a variety of other factors. There are four primary types of queues you’ll see in businesses, largely categorized based on how they form. ### Structured Structured queues use physical barriers or stanchions to guide customer flow, prevent people from cutting in line, and give employees a way to order and manage the line. You'll often see these in airports and grocery checkouts. ### Unstructured These queues often form unexpectedly. People approach the check-in desk or cashier when they're ready, and, if there's a wait, they queue up where they feel is appropriate. These types of queues often form in bakeries and small stores. ### Virtual or mobile Digital/virtual [Queue management systems](/content/solutions/queue-management-system/index.html) and apps like Waitwhile allow customers to join a virtual waitlist from anywhere, get real-time updates, and [communicate directly with your business via text or email](/content/solutions/customer-communication/index.html). ### Kiosk With a kiosk-based queue, customers fill out their check-in information at a self-service kiosk, then they sit in a waiting area until someone calls them. You see these types of queues at medical establishments or banks. ## What is a queue management system? A [queue management system](/content/solutions/queue-management-system/index.html) is any system – physical or digital – that is used to manage queues. There are a variety of different systems to organize queues, each with its upsides and downsides: ### Physical queue management systems A physical queue is just like it sounds: people line up in person to wait their turn... ### Ticketing systems With ticketing systems, each visitor's position in the waiting line is signified through a number... ### Sign-in sheets Sign-in sheets are [printable waitlists](/content/tools/waitlist-template/index.html) that businesses use to keep track of bookings and appointments. ### Virtual queue management software [Queue management apps](/content/solutions/queue-management-system/index.html) like Waitwhile create virtual queuing systems that digitally keep track of clients. ## Benefits of a queue management system Creating additional queues and increasing staff size is the simplest way to cope with higher customer flows... ### The human psychology behind queue management Queues and queue management have been part of the human experience since... ### The advantages of virtual queue management systems [A virtual queue management system like Waitwhile](/content/blog/what-are-virtual-queues/index.html) allows your guests to join a line remotely... ## How digital queue management systems works: Step-by-step You can break the queue management process into five distinct steps... ### 1. Arrival Even before guests arrive at your business, digital queueing systems... ### 2. Managing queues Once clients arrive at the premises, your queue management system... ### 3. Service Once you're ready for a guest, you can automatically send them a notification... ### 4. Departure After the guest has completed their transaction... ### 5. Follow-up When concluding a customer's visit, the system can automatically communicate with them... ## Real-world examples of effective queueing solutions Queue management systems are improving queuing experiences across many industries... ### Retail According to [a recent Waitwhile survey](/content/blog/consumer-survey-waiting-in-line-2024/index.html)... #### Best Buy Canada Back in 2019 ,capacity restrictions put a lot of pressure on retailers... #### Louis Vuitton Facing increasing foot traffic in 2017... ### Restaurants Major American franchise [Applebee's Neighborhood Grill + Bar](/content/case-studies/applebees/index.html)... ### Healthcare The [ModernMD urgent care network](/content/case-studies/modernMD/index.html) used to only take walk-ins... ## Convenient queue management systems are what consumers expect As digitization continues to transform all aspects of our lives, consumer expectations will continue to climb....