From Arrival to Departure: Redefining Your Visitor Management Strategy

11 September 2024

How well do you know your visitor management system?

Is it keeping pace with today's standards?  Or could it be stuck in a time warp, back when flip phones were cutting-edge and dial-up internet was the norm? 

Once upon a time, a clipboard, a few paper forms, and a warm handshake seemed like the epitome of efficiency. But as organisations grow, these old-school methods can quickly turn into unwelcome headaches, especially when it comes to managing the flow of people—whether they’re contractors, suppliers, family, customers, or just third party visitors. 

As technology evolves, so do expectations for a smooth and secure visitor experience that goes above and beyond to offer an experience where everyone feels well-cared-for and comfortable.

What Is Visitor Management and Why Does It Matter in Health and Safety?

Visitor management systems are designed to streamline the check-in process, enhance security, convey important safety information, and create a seamless experience for everyone entering your site. 

By tracking who enters your site, everyone will always be accounted for—a non-negotiable if an emergency were ever to occur. Accurate records and real-time monitoring help in quick evacuations and incident response, safeguarding everyone on-site. Not only are you meeting regulations and compliance but you’re also reassuring visitors that their safety is a top priority.

How Do You Know When You’re Getting a Visitor Management Migraine?

For high-level executives, it may not always be obvious when a visitor management system is causing issues. If facility managers and visitors are frequently encountering obstacles and delays, it’s a sign that your system might not be performing as it should. 

Problems can be subtle, with multiple pain points contributing to an overall sense of frustration for both visitors and staff alike. Understanding these challenges can help you recognise whether your system needs attention and pinpoint the root causes of any visitor management migraines. 

Be on the lookout for these common pain points: 

1. Poor visitor experience 

Long wait times, complicated check-in procedures, and impersonal processes can make visitors feel like they’re navigating a maze. Rather than serving as necessary safety measures, these procedures can sometimes feel like a frustrating hurdle to visitors who simply want to get on with a job. A streamlined check-in and check-out process not only removes the barriers to your visitors but also influences their overall perception of your organisation.

2. Complex and disconnected systems 

With separate tools for managing visitors, safety, and contractors, information often gets scattered and lost in an endless tangle of systems. A lack of integration can lead to inconsistencies and critical errors slipping through the cracks, such as contractors coming on site without valid insurance or merchandisers arriving to stock your shelves without having done the necessary inductions. Integrating these systems can significantly improve your overall operational efficiency,  quality of information, and visitor safety. 

3. Ancient hardware

Has your system outlived its purpose? An old janky piece of tech can be difficult to operate and rarely provides the range of services expected of the modern organisation. Not only is it dysfunctional, installing and maintaining outdated systems can be expensive, and scaling or updating them can be a laborious process that only gets worse the longer you wait. 

4. Burden on facility managers

Facility managers often find themselves stuck in a cycle of manual updates, tracking visitor information, safety protocols, and mountains of contractor details. It’s a time-consuming process that can take away from other important tasks. Automating these processes can free up managers to focus on what matters most to the business.

It’s crucial to identify exactly what isn’t working within your current process, take the time to dig around and get familiar with your current system and those who use it, so you can address the root causes of these challenges.  

There’s a Better Way…

So you’ve uncovered some frustrations; what's next? It’s now time to move from recognising problems to implementing solutions. 

Optimise every stage of the visitor experience, from the moment they arrive until they leave by addressing each touchpoint with targeted strategies. In doing so, you can transform these pain points into opportunities for a smoother, more efficient process. 

Ready to take your visitor management from a headache to a highlight? Here are some practical strategies to create a seamless, secure, and satisfying experience for every visitor.

1. Creating a positive first impression

Minimise waiting times:  Long wait times suck for everyone. The good news is, check-in and check-out no longer need to be bound to a single kiosk. In fact, most Visitor Management systems will now allow guests to scan a QR code using their own mobile device–streamlining the entry process not only benefits staff and eliminating itchy feet. A smooth, efficient sign-in procedure sets the tone for a positive experience right from the start.

Provide clear information: Before visitors even set foot on-site, it’s crucial to provide them with clear, concise information about what to expect. This includes potential hazards, safety protocols, and other essential details. Well-informed visitors feel more comfortable and prepared, reducing anxiety and facilitating a smoother arrival.

Display relevant information: Upon arrival, visitors should only see information pertinent to the purpose of their visit. For instance, a guest coming for a meeting doesn’t need the same details as someone entering a manufacturing area. Tailoring the information to the visitor’s needs helps avoid confusion and lets them get straight to business.

Communicate pre-qualifications: Contractors often undergo specific qualification checks before accessing a site. Integrating these pre-qualification processes with the check-in system prevents delays and minimises the risk of unauthorised access. Furthermore, the onus is on the contractor, not the receptionist, to ensure that they’ve provided evidence of their ability to conduct their work safely. 

Inform hosts promptly: Timely updates about visitor arrivals are essential for the hosts. By keeping the necessary people informed, they can be ready to greet and attend to their guests promptly, ensuring a warm welcome.

2. Ensuring safety on-site

Monitor visitor presence: Facility managers must maintain a clear awareness of who is on-site and who has departed. This constant monitoring is critical for managing safety and ensuring accountability. Real-time tracking helps prevent any lapses in security and facilitates effective emergency response if needed.

Streamline processes: Integrating Visitor Management systems with health and safety information can significantly increase operational efficiency. Connecting existing data—such as risk assessments, pre-qualifications, and inductions—with visitor management processes means no critical details are overlooked giving you and your receptionists peace of mind.

3. Facilitating a smooth check-out process

Offer flexible check-out options: Allow visitors to check out through their choice of methods—whether by signalling their departure to the host, doing it themselves, or using an automated system. Flexibility in the check-out process helps a smoother departure for everyone.

By addressing each phase of the visitor journey with these strategies, you can bolster both safety and satisfaction. An effective visitor management process not only improves operational efficiency but also avoids leaving a sour taste in the mouths of guests (and a tarnished organisational reputation that ensues). 

Final Thoughts

In a world where first impressions matter more than ever, revamping your visitor management process is a necessity. By addressing the pain points of outdated systems and integrating modern solutions, you pave the way for a visitor journey that is both easy and enjoyable.

Embrace the shift from vintage clunk to contemporary convenience, and transform your visitor management process into a model of modern efficiency. With these practical strategies in hand, you’re not just managing visitors—you’re creating memorable experiences that will last long after they’ve walked out your door.