Stoops Freightliner Boosts Service Flow with Wavetec
Overview
Truck Country of Indiana, operating as Stoops Freightliner, is one of the Midwest’s largest and most established commercial truck sales and service providers. With a rapidly growing customer base and multiple service bays in operation, Stoops Freightliner partnered with Wavetec to modernize its service experience and streamline operational workflows.
Through the deployment of Wavetec’s Queue Management System, Stoops Freightliner successfully transformed its front-desk operations by integrating self-service kiosks, digital counter displays, and Spectra Analytics Dashboards into one seamless, data-driven platform. The result is a faster, more organized, and customer-centric service environment that enhances efficiency and satisfaction across all service centers.
Challenge
With a constant flow of truck drivers, fleet managers, and service customers arriving daily, Stoops Freightliner’s front desks often faced congestion during peak hours. The manual system for handling walk-in customers created bottlenecks, inconsistent service order, and limited visibility into counter availability.
Key challenges included:
- Walk-in customers queued manually without a structured process.
- Customers were uncertain about which counter was available next.
- Managers lacked real-time insight into queue lengths and staff utilization.
Stoops Freightliner needed an automated, transparent, and data-driven solution to manage customer flow, minimize waiting times, and optimize staff performance while maintaining a professional service experience at every touchpoint.
The Solution
To address these challenges, Wavetec implemented a customized Queue Management Solution designed to integrate hardware, software, and analytics for smooth, centralized operations.
- F19 Self-Service Kiosk: Installed at the entrance for quick, automated ticket generation for walk-in customers, eliminating the need for manual registrations and ensuring an organized service.
- 19-inch LCD Counter Displays: Show active ticket numbers and counter IDs while displaying service updates, promotions and safety messages via media.
- Wireless Switch Buttons: Allow service advisors to call the next customer instantly, maintaining steady and efficient queue flow.
- Virtual Queue Integration: Supports both walk-in and remote ticket issuance through mobile or digital channels for added flexibility.
- Spectra Dashboard: Provides real-time visibility into queue status, service times, and staff performance, helping managers optimize resources and improve efficiency.
Customer Journey
Wavetec’s Queue Management System redefined Stoops Freightliner’s service flow, ensuring every customer experiences a clear, organized, and efficient journey from start to finish.
Results
The deployment of Wavetec’s Queue Management System delivered measurable results across Stoops Freightliner’s service operations:
- Improved Service Flow: Customers are efficiently guided from ticket issuance to counter service, reducing waiting times and confusion.
- Reduced Congestion: Automated ticketing prevents crowding at reception and keeps customer movement organized during busy hours.
- Enhanced Staff Productivity: Service advisors manage queues smoothly with wireless buttons, minimizing idle time and improving workflow consistency.
- Data-Driven Decision-Making: The Spectra dashboard provides managers with real-time visibility and performance metrics, enabling smarter staffing and process optimization.
- Higher Customer Satisfaction: Transparent queuing, shorter wait times, and clear digital communication contribute to a superior service experience.
Conclusion
The collaboration between Stoops Freightliner and Wavetec showcases how digital transformation can revolutionize service operations in the commercial automotive sector. Through Wavetec’s Queue Management System, Stoops Freightliner has successfully enhanced efficiency, transparency, and customer satisfaction across its service centers.
By transforming waiting into productive time and empowering staff with real-time insights, Stoops Freightliner has set a new standard for modern service efficiency in the trucking industry.
