Visitor management: Should technology replace people?

Updated: Aug 3, 2021

When it comes to visitor management, how can we strike a balance between technology and people to deliver the best visitor experience? We often hear that:

  • Digital visitor management systems eradicate people

  • Or Customers clinging to people-intensive, costly, manual processes

The reality is, the answer is a blend of the two.

visitor-management-system

A digital relationship with employees and visitors is key


The workplace's digital relationship is crucial with the help of people and technology:

  • To deliver safety features like touchless check-in processes

  • For visitors, their experiences are upgraded to Express check-in

  • For HR and Legal, compliance is upgraded through digitally pre-registering visitors

  • For Real Estate, improve efficiency by making a visitor's 1st impression powerful and favourable


The reception staff is CRUCIAL to the best visitor experience


Implementing a visitor management solution can approximately check-in 2800 visitors a day, while a reactive reception can only handle up to 240 visitors a day (If they can process 30 visitors per hour)


However, we recommend not just taking the efficiencies as cost savings but redeploying staff and retraining them.

  • Upgrading them to provide a full meet and greet service, out from behind the desk.

  • Add human touch when visitors are checking in with a visitor management system - virtual receptionists are always available when visitors need help.


6 Tips to help front desk staff deliver the best visitor management using technology


How can technology and your staff complement each other, and create a modern reception area for your visitors and employees? How do we help staff deliver the best service? Here are 6 simple tips.


1. Remove manual repetitive boring tasks, move them from manual to digital.


Receptionists' tasks could be repetitive, studies have shown that receptionists' performance can be improved if they were given more meaningful jobs. Technology comes into visitor management to help employees find a fit between their values and your organisation's goals and delivering meaningful jobs, they are more likely to be loyal, service-oriented, and high performers.


2. Add Visitor Pre-registration


Visitor management systems remove manual tasks through their visitor pre-registration feature:

  • Visitor registration

  • Check-in validation tasks

  • Photo ID validation

  • Viewing compliance videos

  • Completing Self Health Surveys

All can be done before the visitor's arrival.


3. Enable automatic host notification


Remove the process of manually notifying your host, searching for the host in the building to tell them their guest is here.


4. A proactive meet and greet service


Promote your front desk staff from reactive reception work to proactive meet and greet service, the human touch instead of the repetitive manual tasks that cover up for systems that don't talk to each other.


5. People and technology


A good mix of people and technology compliments visitor management systems and enhances its digital service delivery.



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