When guests arrive at your business or office space, how are they greeted? If the answer is something like, “they stand there and wait for someone to notice them,” it might be time to implement a visitor management system.
Visitor management systems create a defined, reliable process for welcoming people into your workplace, and set expectations for guests and clients. A good system can transform an unremarkable first impression into an excellent experience.
With an effective system in place, businesses are able to bring accountability, safety, and customer service to the forefront. While having a system is not essential for every business, it does make every guest experience exponentially better.
Most visitor systems will collect information from interviewees, contractors, clients, etc., including their names, time and date of visits, phone numbers, email addresses, and in some cases, photos. Pictures are taken for visitor passes, and to create a clear record of who entered and exited the building.
Visitor systems may be digital, or there may be a person in charge of logging guests using a sign-in sheet.
Companies may be reluctant to invest in a visitor management system, especially if they are small and have limited resources. However, there are multiple options out there that cater to modest and larger budgets.
Types of visitor management systems
Pen and paper
The longstanding, simple system allows companies to keep a written log of all guests. A sign-in system can be self-serve, or a person may be responsible for ensuring guests sign in.
While this is a budget-friendly option, it is not very private. Guests can see information about people who have signed in before them. Furthermore, it isn’t easy to use data productively. For example, if you wanted to run a report to find out which days visitors come to the office most often, you would need to input data manually and manipulate the numbers on your own.
Front desk check-in
Checking in at the front desk or lobby is a traditional and practical face-to-face visitor management solution. People like speaking to people, especially if they are unfamiliar with where they are going. A front desk admin can also take deliveries and schedule appointments, if necessary. But not all businesses can afford to hire someone to take on this role full time.
Visitor management software
Visitor management software is a digital, usually cloud-based system, that logs and stores guest data. Depending on the functionalities of the platform, guests may be able to check-in themselves. They might also have the option to scan a QR code and fill in required fields through their phone. Some integrated visitor management systems sync with access control systems so that people can be granted access without human verification.
In other instances, the software is used by a security team or individual who cares for guests. The software creates a standard format for checking guests in. Preregistration and photo capture may also be possible. Once the process is complete, the person at the front desk will contact the person the guest has come to see. Or a message will automatically be sent to the employee via email or text.
Self-serve kiosks
Visitor management kiosks and self-registration systems can be expensive to set up, but they are efficient and never need a break. Guests would be required to enter their information using a tablet or self-service kiosk placed just inside of the building or workplace. Once the required information has been collected, barriers will lift, or the person that the guest has come to see will be notified.
Things to consider when selecting a visitor management system
Once you determine what type of system would work best for your company or building, you will want to assess the various features, qualities, benefits and costs of your top picks. Below are some questions to ask as you make your final decision.
Can it help keep people and data safe?
Security is a primary concern for any business. A good solution will help boost safety while still creating a welcoming environment for guests. You may not need a high level of security. Or, you may need a system that requires every guest to undergo a strict sign-in process.
What kind of user experience does it offer?
No matter how sleek or modern your visitor management system is, people won’t want to use it if it’s complicated. Both employees and visitors should be able to follow instructions and use the features available with little or no guidance from someone else. To ensure the visitor management system you select provides a positive user experience, it should be:
- Simple to set up
- Fast and efficient
- Protective of guests’ privacy
- Capable of guiding visitors through the check-in experience
- Able to categorize and capture every “persona” or visitor type
- Customizable
Is it customizable?
Your business is unlike any other. Your needs and goals are unique, and your visitor management system should have the ability to cater to your specific requirements. A customizable visitor management system allows you to make changes or adjustments that make sense for your company. This might mean having the option to include a questionnaire that guests must fill out during the sign-in process, or adding new visitor types.
Does it work with other management tools?
You may already have tools or apps you use to manage your workplace more efficiently. If you select a visitor management system that can integrate with your other systems, you end up getting even more done without doing more work.
Does it provide feedback?
A visitor management system that can generate reports will enable you to learn about visitor patterns. For example, you may find that you have the most guests at the office on Thursdays. You could then use that information and make sure you don’t plan other important meetings on Thursdays.
Software such as Office Control will automatically put insightful reports together for you. You can compare monthly or annual reports to see how data has changed over time.
What kind of reviews do they get?
While this shouldn’t be your first consideration, it is helpful to see what other customers have said about the solution you are considering. A visitor management provider might impress you with their presentation, but they won’t highlight the system’s shortcomings.
Clients who have experience with the software or service will provide a more honest review. You’ll have an opportunity to see what people really like, and dislike, about the visitor management system. This can help you if you’re stuck between two options.
Ask about terms and conditions
Finally, before you invest in a solution, have a thorough conversation with the company providing the product (this may not be applicable if you are hiring someone, or going with a low-tech solution). Make sure you know exactly how much you will be paying each month or year, what happens if you aren’t happy with the solution, how often you will be expected to renew your contract, and who you can contact if you are experiencing issues. If you aren’t comfortable with the answers, then it’s probably a sign that this visitor management system is not the right one for you.
Conclusion :
Visitor management systems enhance the visitor experience, and help to keep offices or workplaces safe. Whether your system includes a front desk admin, a software, or a combination of both, having a process in place ensures positive first impressions and memorable customer service.
