Optimizing Pharmacy Customer Flow at Rossi with Wavetec’s Queue Management Solution

Overview

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.

The pharmacy has two branches, with one branch currently equipped with the Wavetec 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.

The Challenge: Managing High Expectations and Complex Service Categories

Rossi needed to upgrade its customer flow experience with a more innovative, flexible, and easy-to-use queue management system. Since the pharmacy offers multiple service types, the queuing structure had to be clear, organized, and simple for clients to navigate.

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.

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.

Solution

Wavetec delivered a complete <queue management> ecosystem designed to improve customer flow and modernize the pharmacy experience. The solution included:

• M-18 Self-Service Kiosk: 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.
• Spectra Controller: Wavetec’s Spectra controller ensured centralized management of queue operations and improved control over customer distribution across the service counters.
• Donatello Digital Signage: 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.
• WhatsApp Queuing: 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.
• Remote Support and SLA: 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.

This integrated solution connected physical and digital touchpoints to create a seamless queuing experience for both customers and staff.

Customer Journey

 Wavetec’s solution significantly improved Rossi’s customer experience through a structured and modern service flow: 

The Results

• Improved Customer Experience: WhatsApp queuing introduced a more convenient and modern approach, enhancing the overall pharmacy visit.
• Better Service Organization: The structured six-category system reduced confusion and ensured customers were routed correctly based on service type.
• Enhanced Queue Visibility: Donatello signage improved communication and reduced uncertainty by clearly displaying ticket calls and service desk information.
• Operational Efficiency: With six service desks managed through Spectra, staff performance and customer flow became more organized and manageable.
• Reliable Support and System Continuity: Remote support and a strong SLA ensured faster response times during technical issues, supporting daily operations without disruption.

Conclusion

With Wavetec’s 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.

Rossi now delivers a more organized, efficient, and modern pharmacy experience that reflects its role as a leading healthcare-focused pharmacy in Lugo, Italy.

Want to Improve Customer Flow?

Whether you operate a pharmacy, hospital, retail branch, or public service center, Wavetec’s Queue Management Solutions can help you reduce waiting time and improve customer experience.