Optimizing Customer Flow At Manor With Wavetec’s Physical Queuing System

About the Client: Manor

Manor, a renowned department store located in Geneva, Switzerland, sought to streamline the queuing process at their checkout counters. With a busy customer flow, they needed a solution to minimize waiting times and improve the overall shopping experience. The store required an efficient, easy-to-use queuing system that could enhance both customer and staff experience.

Challenge

With an increasing number of customers visiting their Geneva store, Manor faced challenges with long physical queues at the checkout counters. These queues led to congestion, increased wait times, and a less-than-optimal shopping experience. The store required a more efficient and seamless queuing system that would help reduce customer wait times and improve operational efficiency.

Wavetec’s Queue Management Solution

Wavetec provided Manor with a tailored physical queuing solution that addressed these challenges. The system included:

• F-19 Kiosk: Customers use the F-19 kiosk to take a ticket and join the virtual queue. The kiosk was customized with Manor’s branding, featuring an all-black design to align with the store’s aesthetic.
• LCD CDUs (Counter Display Units): Six LCD CDUs were installed at the checkout counters to display real-time updates on the queue, allowing customers to know exactly when their turn is coming up.
• Donatello Digital Signage: The Donatello digital signage displayed live queue information and counter numbers, further helping customers stay informed while reducing the need to stay near the counter.
• Queuing Software: The system’s queuing software enabled real-time tracking, allowing Manor to manage customer flow efficiently and optimize staff resources.

Customer Journey Flow

Wavetec’s queuing system redefined the checkout experience at Manor:

1. Arrival: Customers take a ticket from the F-19 kiosk upon entering the store, joining the virtual queue.
2. Waiting: While waiting, customers can continue shopping, with live updates provided through the LCD CDUs and Donatello signage.
3. Serving: When it’s their turn, customers are notified via the digital signage, guiding them to the correct counter.

Results Achieved

The implementation of Wavetec’s queuing solution resulted in:

• Reduced Congestion: The system minimized physical queues and allowed customers to shop without the stress of standing in line.
• Operational Efficiency: Real-time queue management helped staff monitor and adjust resources quickly to meet demand, enhancing service speed.
• Positive Feedback: Customers appreciated the more organized flow, and the system received positive reviews for ease of use and reduced waiting times.

Conclusion

Manor’s collaboration with Wavetec has transformed the customer service experience at their Geneva store. The new queuing system reduced wait times, improved store flow, and increased overall operational efficiency, setting a new standard for customer service in retail.

Want to Improve Queue Flow?

Whether you run a store, university, hospital, government office, or training center, Wavetec’s Queue Management Solutions help you serve more people – faster and better.