A comprehensive overview of visitor management systems

There are several approaches to visitor management, depending on the specific needs of an organization. However, none should result in stressed staff or long, frustrating wait times for visitors.

Visitor management systems (VMS) have evolved from the days when pen and paper were the only option. Once upon a time, for locations with a high inflow of visitors, visitor management had to be a labor-intensive process, fraught with inaccuracies, requiring receptionists or security personnel to jot down each visitor’s details by hand. This method is slow and error-prone, with limited security benefits.

In contrast, there are digital VMS today that represent a leap forward in both technology and process. These systems automate the registration process, significantly cutting down the time it takes to log visitor information. They can efficiently verify IDs, capture important details, and assign visitor badges, QR, or other types of identification tokens almost instantly.

These systems now allow automation of access control systems and integration with databases. Visits are easily pre-scheduled, automatic notifications are a breeze to implement and visitor flow management can be done with ease and precision. Visitor wait times can then be cut short and queues are eliminated. On top of these, security enhancement prevents unauthorized access.

The economic advantages are also compelling. “It’s a better experience for the guests and it’s more income for us so it’s just a no-brainer. It’s a win-win for everyone,” Ryan Bajaras, Marketing Manager at Langer’s Entertainment Centre said, about deploying a VMS (WaitWell). By automating entry processes, there’s less need for personnel at each entry point, reducing overhead costs. Enhanced security measures also mitigate the risk of expensive security breaches. The accuracy of digital systems ensures compliance with regulatory and safety standards through reliable data collection and reporting.

The once cumbersome chore of welcoming and routing visitors in a busy environment can now transform into a sophisticated, yet user-friendly solution. They reflect a forward-thinking approach to handling the complexities of visitor management with ease and innovation.

→ Ready to switch to a system that automates your visitor management challenges away? Talk to WaitWell Sales.

Table of content

• What is a Visitor Management System?
• What problems are addressed by a Visitor Management System?
• Some essential features to look for in a Visitor Management System
• Signs your organization needs a VMS
• How to choose a VMS that fits your organization’s specific needs

What is a Visitor Management System?

A Visitor Management System (VMS) is a tech solution designed to enhance the way facilities manage and track visitors. By transitioning from manual entry logs to digital systems, VMS offers a sophisticated method to increase accuracy, bolster security, and boost efficiency. These systems typically combine hardware such as check-in kiosks and scanners with software applications, creating a smooth operation that speeds up the visitor check-in process.

Here’s how G2 defines Visitor Management Software: “Visitor management software electronically monitors and records information about visitors and employees of a business, school, or public building. Visitor management systems make the visitor sign-in process more efficient, accurate, and consistent by documenting and gathering information about a visitor’s whereabouts in the facility as well as storing visitor information in a database.”

As noted earlier, visitor management systems are modern-day descendants of simple, manual logbooks that visitors signed upon entry. As the demand for greater security and operational efficiency rose, the late 20th century saw a shift towards electronic systems capable of storing digital visitor data. This evolution today has advanced to incorporate technologies like ID scanning, biometric verification, and real-time tracking to meet modern-day security demands.

At its core, a VMS is engineered to streamline the visitor experience while ensuring top-notch security. 

Key functionalities of a Visitor Management System include:

Registration and check-in: This feature simplifies the data collection process, allowing for quick registration either on mobile or via self-service kiosks, minimizing entry time and reducing errors.

Identity verification: To enhance security measures, this function verifies visitors’ identities using various methods such as photo IDs, QR codes, or biometric data.

Visitor ID system: The system provides QR codes and/or prints badges or tokens with visitor details.

Notifications: This capability ensures that hosts are promptly informed when their guests arrive, and visitors can be sent necessary notifications facilitating better coordination and reducing wait times.

Reporting and analytics: The system also gathers data on visitor patterns and behaviors, offering valuable insights that can help refine facility management and security strategies.

What problems are addressed by a Visitor Management System?

Challenges in handling high volumes of visitors

Large events such as conferences or open days at universities often draw hundreds, if not thousands, of visitors. For example, during open days, universities employ VMS to swiftly process large crowds. QR codes can be sent to visitors’ smartphones ahead of time for rapid check-in. This system drastically cuts down queue times and improves the visitor experience.

Security concerns with manual visitor logs

One of the fundamental issues with manual visitor logs is their vulnerability to tampering and unauthorized access. For instance, in a corporate office, a visitor log book left unattended at the reception might be easily viewed or altered by anyone, compromising both security and visitor privacy. A VMS addresses these concerns by securely digitizing entry processes. 

Compliance and data privacy issues

Compliance with regulations is paramount. Hospitals, for example, handle sensitive personal information that requires stringent data protection measures. A VMS that encrypts visitor data and ensures it is stored in compliance with information security regulations. It also protects patient and visitor information and can provide audit trails for who accessed the data and when.

Inefficiencies in visitor tracking and management

Inefficiencies in tracking and managing visitors can lead to safety risks, particularly in schools. A school district, for example, can adopt a VMS across campuses, enabling them to monitor visitor entries and exits in real-time. This system can also integrate with their emergency response system, allowing for quick lockdowns and ensuring student safety in case of an emergency.

→ If any or all of these problems speak to you, you’re ready to switch to WaitWell. Talk to Sales.

Some essential features to look for in a Visitor Management System

Automated check-in and check-out processes

An effective VMS should streamline the entry and exit of visitors through automation. This includes quick registration via scanning QR codes, ID documents, or biometric data, and similarly efficient methods for checking out. This not only speeds up the process but also reduces human error and minimizes wait times.

Integration capabilities with other security systems

A VMS should seamlessly integrate with existing security infrastructure, such as access control systems or existing databases. This integration enhances overall security by enabling coordinated responses to potential threats. For instance, if a VMS is linked with an access control system, it can automatically restrict or grant access to visitors based on pre-defined criteria.

Data management and analytics for visitor tracking

Robust data management and analytical tools are crucial for monitoring and optimizing visitor flow. A good VMS will offer comprehensive reporting features that allow you to track visitor data over time, understand peak traffic periods, and assess the frequency of repeat visits. This data is invaluable for making informed decisions about facility management, staff scheduling, and security planning.

Customizable interfaces for different types of visitors

The ability to customize user interfaces and experiences is important, especially for facilities that cater to a diverse range of visitors. Customizable interfaces can ensure that each visitor type is greeted with the appropriate registration forms, check-in protocols, and access permissions.

Support for safety and intake protocols

A VMS that supports contactless check-ins, waivers and declarations, and health questionnaires is essential for maintaining a safe environment. Health and safety considerations are considered critical now more than ever. Systems should allow visitors to register and fill out necessary information via their mobile devices.

Signs your organization needs a VMS

Increasing difficulty in managing visitor data manually

If your current method involves paper logs or simple digital spreadsheets and you’re finding it increasingly difficult to track visitor data efficiently, a VMS can help. Difficulty in collecting or retrieving past visitor records quickly or errors in visitor data due to manual entry are clear indicators that a more sophisticated system is needed.

Need for improved security protocols

If there are concerns about unauthorized access or if your organization has experienced security breaches, a VMS can bolster your security protocols. A sophisticated VMS can integrate with existing security systems, provide accurate visitor tracking, and ensure that only authorized personnel can access sensitive areas. This is particularly important in environments that require high security, such as corporate offices, government buildings, or healthcare facilities.

Compliance with regulatory requirements for data handling and privacy

As regulations become stricter around data privacy (such as HIPAA in the United States), ensuring compliance is crucial. If your organization handles sensitive information or operates in jurisdictions with strict privacy laws, a VMS can help ensure that visitor data is collected, stored, and managed in compliance with legal requirements.

Frequent occurrences of visitor bottlenecks at reception

If visitors often have to wait in long lines or if there’s confusion during peak times, this can impact the visitor experience and your organization’s efficiency. A VMS can streamline the check-in process with automated systems like self-service kiosks or mobile check-in options, reducing wait times and improving overall flow.

How to choose a VMS that fits your organization’s specific needs

Assess your needs

Start by defining what you expect from a VMS. Consider the size of your organization, the volume of visitors you handle, specific security requirements, and any unique challenges you face. Identifying these needs will help you pinpoint features that are essential for your VMS, such as integration capabilities, data analytics, or support for multiple locations or visit purposes.

Consider integration capabilities

Ensure the VMS can integrate seamlessly with your existing systems, such as customer database, HR management, or hardware. Integration enhances security and operational efficiency by allowing different systems to communicate and operate as a cohesive unit. For instance, integrating a VMS with your existing customer database can improve customer insights available to you.

Evaluate user experience

The VMS should offer a user-friendly interface for both visitors and staff. For visitors, check-in processes should be straightforward and quick, potentially through self-service kiosks or mobile check-in options. For staff, the system should provide easy navigation and intuitive tools for managing visitor data, generating reports, and configuring system settings.

Check for customization and scalability

Choose a VMS that offers customizable options to cater to different visitor types and can adapt to changing security policies or visitor management processes. Additionally, consider the scalability of the system. As your organization grows, your VMS should be able to handle increased traffic and additional locations without performance issues.

Review compliance and data security features

It’s essential that your VMS complies with relevant data protection regulations and incorporates robust security features to protect visitor information. This includes data encryption, secure data storage, and regular security updates to safeguard against vulnerabilities.

Request demos and check references

Before making a decision, ask for demos to see the system in action and assess its capabilities firsthand. Additionally, check references from other users of the VMS to understand their experiences and how the system has addressed their specific needs.

Consider support and maintenance services

Understand the type of support offered by the vendor, including availability, response times, and technical assistance capabilities. Comprehensive support and regular updates can help mitigate any issues quickly and ensure your system remains effective over time.

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WaitWell is an excellent choice for organizations seeking an effective Visitor Management System (VMS) known for its high configurability, scalability, and superior support. Here’s what Brittany, a WaitWell user has to say: “I find WaitWell as the most effective visitor manager. A good user interface is another boon for us. Hardly disappoints during rush hours, which is why we prefer it.” 

Tailored to meet the specific needs of large and complex environments, WaitWell offers extensive customization options that allow organizations to adapt the system to their unique workflows and visitor types. Our robust scalability ensures that as an organization grows or its needs evolve, WaitWell can seamlessly expand to accommodate increased visitor volumes or new operational complexities. As consistently reported by customers, WaitWell stands out for exceptional customer support, providing dedicated assistance and regular updates that help organizations maintain optimal system performance and security.