{"id":86207,"date":"2026-02-13T09:27:32","date_gmt":"2026-02-13T09:27:32","guid":{"rendered":"https:\/\/www.wavetec.com\/?post_type=portfolio&#038;p=86207"},"modified":"2026-02-13T09:27:32","modified_gmt":"2026-02-13T09:27:32","slug":"queue-management-rossi-pharmacy-europe","status":"publish","type":"portfolio","link":"https:\/\/www.wavetec.com\/de\/case-studies\/queue-management-rossi-pharmacy-europe\/","title":{"rendered":"Rossi Pharmacy, Europe"},"content":{"rendered":"<h1><b>Optimizing Pharmacy Customer Flow at Rossi with Wavetec\u2019s Queue Management Solution<\/b><\/h1>\n<p>&nbsp;<\/p>\n<div class=\" ubtn-ctn-left \"><a class=\"ubtn-link ult-adjust-bottom-margin ubtn-left ubtn-normal \" href=\"https:\/\/info.wavetec.com\/book-a-free-demo-today?utm_source=organic&amp;utm_medium=case-study&amp;utm_campaign=leads\" target=\"_blank\" rel=\"noopener\"><button type=\"button\" id=\"ubtn-1285\"  class=\"ubtn ult-adjust-bottom-margin ult-responsive ubtn-normal ubtn-no-hover-bg  none  ubtn-left   tooltip-6a09daf2a774a\"  data-hover=\"#ffffff\" data-border-color=\"#ffffff\" data-bg=\"#ff9500\" data-hover-bg=\"#ff9500\" data-border-hover=\"#ff9500\" data-shadow-hover=\"\" data-shadow-click=\"none\" data-shadow=\"\" data-shd-shadow=\"\"  data-ultimate-target='#ubtn-1285'  data-responsive-json-new='{\"font-size\":\"desktop:18px;\",\"line-height\":\"\"}'  style=\"font-family:&#039;Poppins&#039;;font-weight:600;border-radius:5px;border-width:2px;border-color:#ffffff;border-style:solid;background: #ff9500;color: #ffffff;\"><span class=\"ubtn-hover\" style=\"background-color:#ff9500\"><\/span><span class=\"ubtn-data ubtn-text \" >Get Started For Free<\/span><\/button><\/a><\/div>\n<p>&nbsp;<\/p>\n<h5><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-86229 size-full\" src=\"https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/feature-image-rossi.jpg\" alt=\"\" width=\"1400\" height=\"400\" title=\"\" srcset=\"https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/feature-image-rossi.jpg 1400w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/feature-image-rossi-300x86.jpg 300w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/feature-image-rossi-1024x293.jpg 1024w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/feature-image-rossi-768x219.jpg 768w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/feature-image-rossi-500x143.jpg 500w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/feature-image-rossi-260x74.jpg 260w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/feature-image-rossi-50x14.jpg 50w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/feature-image-rossi-150x43.jpg 150w\" sizes=\"auto, (max-width: 1400px) 100vw, 1400px\" \/><\/h5>\n<h2>Overview<\/h2>\n<p><span style=\"font-weight: 400;\">Rossi is a modern pharmacy located in Lugo, Italy, known for combining traditional pharmacy services with advanced healthcare offerings. With an average of 350 clients served daily, Rossi operates as more than a standard pharmacy, offering a broad range of services including medicines, cosmetics, healthcare diagnostics, public hospital visit bookings, health checkups, and even a dedicated product section for celiac-friendly needs.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The pharmacy has two branches, with one branch currently equipped with the <\/span><a href=\"https:\/\/www.wavetec.com\/\"><span style=\"font-weight: 400;\">Wavetec<\/span><\/a><span style=\"font-weight: 400;\"> solution. Due to its high daily footfall and highly diversified service offering, Rossi required a structured, efficient, and modern customer flow system that could support both staff and clients.<\/span><\/p>\n<h2>The Challenge: Managing High Expectations and Complex Service Categories<\/h2>\n<p><span style=\"font-weight: 400;\">Rossi needed to upgrade its customer flow experience with a more innovative, flexible, and easy-to-use <\/span><a href=\"https:\/\/www.wavetec.com\/solutions\/queue-management-system\/\"><span style=\"font-weight: 400;\">queue management system<\/span><\/a><span style=\"font-weight: 400;\">. Since the pharmacy offers multiple service types, the queuing structure had to be clear, organized, and simple for clients to navigate.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The pharmacy operates across six service categories, each requiring proper ticket identification to avoid confusion and delays. Tickets were designed with a recognizable format using one letter and three numbers per category, ensuring quick service classification and smoother customer handling.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In addition, customer expectations had evolved. Many clients wanted a more digital experience, with the ability to interact with the pharmacy queue remotely rather than relying only on physical waiting.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2>Solution<\/h2>\n<p><span style=\"font-weight: 400;\">Wavetec delivered a complete &lt;queue management&gt; ecosystem designed to improve customer flow and modernize the pharmacy experience. The solution included:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.wavetec.com\/solutions\/take-a-number\/\"><b>M-18 Self-Service Kiosk<\/b><\/a><b>:<\/b><span style=\"font-weight: 400;\"> A 10-inch M-18 kiosk was installed, equipped with a Bixolon thermal printer, enabling clients to easily select their required service and print tickets instantly.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.wavetec.com\/solutions\/spectra-queue-analytics-software\/\"><b>Spectra Controller<\/b><\/a><b>:<\/b><span style=\"font-weight: 400;\"> Wavetec\u2019s Spectra controller ensured centralized management of queue operations and improved control over customer distribution across the service counters.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.wavetec.com\/solutions\/digital-signage\/\"><b>Donatello Digital Signage<\/b><\/a><b>:<\/b><span style=\"font-weight: 400;\"> Monitors were equipped with Donatello, customized with a specific canvas layout to clearly display ticket numbers being called and the corresponding serving desk. This enhanced visibility and reduced confusion during peak hours.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.wavetec.com\/solutions\/queue-management-system\/whatsapp-virtual-queuing-solution\/\"><b>WhatsApp Queuing<\/b><\/a><b>:<\/b><span style=\"font-weight: 400;\"> Rossi introduced a digital queue experience using WhatsApp, allowing customers to book their queue ticket before arriving and improving convenience for priority-based services such as online medicine bookings.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Remote Support and SLA:<\/b><span style=\"font-weight: 400;\"> Wavetec provided remote technical support Monday to Friday from 9:00 to 17:00, including an SLA of N4H for software blocking errors, ensuring fast resolution and service continuity.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">This integrated solution connected physical and digital touchpoints to create a seamless queuing experience for both customers and staff.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-86208 aligncenter\" src=\"https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/collage-rossi.png\" alt=\"\" width=\"427\" height=\"361\" title=\"\" srcset=\"https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/collage-rossi.png 386w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/collage-rossi-300x253.png 300w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/collage-rossi-173x146.png 173w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/collage-rossi-50x42.png 50w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/collage-rossi-89x75.png 89w\" sizes=\"auto, (max-width: 427px) 100vw, 427px\" \/><\/p>\n<h2>Customer Journey<\/h2>\n<p><span style=\"font-weight: 400;\">\u00a0Wavetec\u2019s solution significantly improved Rossi\u2019s customer experience through a structured and modern service flow:\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-86222 size-full\" src=\"https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/customer-journey-rossi.png\" alt=\"\" width=\"2000\" height=\"1000\" title=\"\" srcset=\"https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/customer-journey-rossi.png 2000w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/customer-journey-rossi-300x150.png 300w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/customer-journey-rossi-1024x512.png 1024w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/customer-journey-rossi-768x384.png 768w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/customer-journey-rossi-1536x768.png 1536w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/customer-journey-rossi-500x250.png 500w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/customer-journey-rossi-260x130.png 260w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/customer-journey-rossi-50x25.png 50w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/02\/customer-journey-rossi-150x75.png 150w\" sizes=\"auto, (max-width: 2000px) 100vw, 2000px\" \/><\/p>\n<h2>The Results<\/h2>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Improved Customer Experience:<\/b> <a href=\"https:\/\/www.wavetec.com\/solutions\/queue-management-system\/whatsapp-virtual-queuing-solution\/how-it-works\/#whatsapp-how-it-works\"><span style=\"font-weight: 400;\">WhatsApp queuing<\/span><\/a><span style=\"font-weight: 400;\"> introduced a more convenient and modern approach, enhancing the overall pharmacy visit.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Better Service Organization:<\/b><span style=\"font-weight: 400;\"> The structured six-category system reduced confusion and ensured customers were routed correctly based on service type.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Enhanced Queue Visibility:<\/b> <a href=\"https:\/\/www.wavetec.com\/solutions\/digital-signage\/media-player\/\"><span style=\"font-weight: 400;\">Donatello signage<\/span><\/a><span style=\"font-weight: 400;\"> improved communication and reduced uncertainty by clearly displaying ticket calls and service desk information.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Operational Efficiency:<\/b><span style=\"font-weight: 400;\"> With six service desks managed through <\/span><a href=\"https:\/\/www.wavetec.com\/solutions\/spectra-queue-analytics-software\/features\/#features\"><span style=\"font-weight: 400;\">Spectra<\/span><\/a><span style=\"font-weight: 400;\">, staff performance and customer flow became more organized and manageable.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Reliable Support and System Continuity:<\/b><span style=\"font-weight: 400;\"> Remote support and a strong SLA ensured faster response times during technical issues, supporting daily operations without disruption.<\/span><\/li>\n<\/ul>\n<h2>Conclusion<\/h2>\n<p><span style=\"font-weight: 400;\">With Wavetec\u2019s Queue Management Solution, Rossi successfully modernized its pharmacy operations by introducing a flexible, easy-to-use, and digitally enabled queuing system. By combining WhatsApp-based pre-arrival booking, self-service kiosk ticketing, customized digital signage, and centralized queue control, the pharmacy improved customer flow, reduced service complexity, and enhanced overall satisfaction.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Rossi now delivers a more organized, efficient, and <\/span><a href=\"https:\/\/www.wavetec.com\/case-studies\/?_categories=healthcare\"><span style=\"font-weight: 400;\">modern pharmacy experience<\/span><\/a><span style=\"font-weight: 400;\"> that reflects its role as a leading healthcare-focused pharmacy in Lugo, Italy.<\/span><\/p>\n<p><b>Want to Improve Customer Flow?<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Whether you operate a pharmacy, hospital, retail branch, or public service center, Wavetec\u2019s Queue Management Solutions can help you reduce waiting time and improve customer experience.<\/span><\/p>\n<div class=\" ubtn-ctn-left \"><a class=\"ubtn-link ult-adjust-bottom-margin ubtn-left ubtn-normal \" href=\"https:\/\/www.wavetec.com\/solutions\/queue-management-system\/\"><button type=\"button\" id=\"ubtn-7895\"  class=\"ubtn ult-adjust-bottom-margin ult-responsive ubtn-normal ubtn-no-hover-bg  none  ubtn-left   tooltip-6a09daf2a7857\"  data-hover=\"#ffffff\" data-border-color=\"#0f66ff\" data-bg=\"#0f66ff\" data-hover-bg=\"#1a75ff\" data-border-hover=\"#1a75ff\" data-shadow-hover=\"\" data-shadow-click=\"none\" data-shadow=\"\" data-shd-shadow=\"\"  data-ultimate-target='#ubtn-7895'  data-responsive-json-new='{\"font-size\":\"desktop:18px;\",\"line-height\":\"\"}'  style=\"font-family:&#039;Poppins&#039;;font-weight:600;border-radius:5px;border-width:2px;border-color:#0f66ff;border-style:solid;background: #0f66ff;color: #ffffff;\"><span class=\"ubtn-hover\" style=\"background-color:#1a75ff\"><\/span><span class=\"ubtn-data ubtn-text \" >Discover Queue Management<\/span><\/button><\/a><\/div>\n<h5><\/h5>\n<div class=\" ubtn-ctn-left \"><a class=\"ubtn-link ult-adjust-bottom-margin ubtn-left ubtn-normal \" href=\"https:\/\/info.wavetec.com\/book-a-free-demo-today\" target=\"_blank\" rel=\"noopener\"><button type=\"button\" id=\"ubtn-1962\"  class=\"ubtn ult-adjust-bottom-margin ult-responsive ubtn-normal ubtn-no-hover-bg  none  ubtn-left   tooltip-6a09daf2a790d\"  data-hover=\"#ffffff\" data-border-color=\"#ffffff\" data-bg=\"#28a745\" data-hover-bg=\"#32b857\" data-border-hover=\"#32b857\" data-shadow-hover=\"\" data-shadow-click=\"none\" data-shadow=\"\" data-shd-shadow=\"\"  data-ultimate-target='#ubtn-1962'  data-responsive-json-new='{\"font-size\":\"desktop:18px;\",\"line-height\":\"\"}'  style=\"font-family:&#039;Poppins&#039;;font-weight:600;border-radius:5px;border-width:2px;border-color:#ffffff;border-style:solid;background: #28a745;color: #ffffff;\"><span class=\"ubtn-hover\" style=\"background-color:#32b857\"><\/span><span class=\"ubtn-data ubtn-text \" >Book a Free Demo<\/span><\/button><\/a><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Optimizing Pharmacy Customer Flow at Rossi with Wavetec\u2019s Queue Management Solution &nbsp; &nbsp; Overview Rossi is a modern pharmacy located<span class=\"excerpt-hellip\"> [\u2026]<\/span><\/p>\n","protected":false},"author":35,"featured_media":86215,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"content-type":""},"portfolio-types":[105],"class_list":["post-86207","portfolio","type-portfolio","status-publish","has-post-thumbnail","hentry","region-europe","portfolio-types-healthcare"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.wavetec.com\/de\/wp-json\/wp\/v2\/portfolio\/86207","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.wavetec.com\/de\/wp-json\/wp\/v2\/portfolio"}],"about":[{"href":"https:\/\/www.wavetec.com\/de\/wp-json\/wp\/v2\/types\/portfolio"}],"author":[{"embeddable":true,"href":"https:\/\/www.wavetec.com\/de\/wp-json\/wp\/v2\/users\/35"}],"replies":[{"embeddable":true,"href":"https:\/\/www.wavetec.com\/de\/wp-json\/wp\/v2\/comments?post=86207"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.wavetec.com\/de\/wp-json\/wp\/v2\/media\/86215"}],"wp:attachment":[{"href":"https:\/\/www.wavetec.com\/de\/wp-json\/wp\/v2\/media?parent=86207"}],"wp:term":[{"taxonomy":"portfolio-types","embeddable":true,"href":"https:\/\/www.wavetec.com\/de\/wp-json\/wp\/v2\/portfolio-types?post=86207"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}