Modernizing Service Delivery with Wavetec’s Queue Management System
Overview
St. Lucie County Tax Collector’s Office partnered with Wavetec to modernize customer service across three branches. To streamline DMV and tax transactions, they deployed Wavetec’s Customer Flow Management solution. This end-to-end QMS platform equips the office with real-time data, streamlining appointments, virtual queues, and SMS updates to elevate the citizen experience.
The Challenge
Customers at the St. Lucie County Tax Collector’s Office routinely endured lengthy, unpredictable wait times and overcrowded lobbies. The office also lacked visibility and real-time dashboards to track queue lengths, staffing levels, and appointment versus walk-in demand. To address these issues and improve service, the office turned to Wavetec’s comprehensive queue management system.
The Solution
Wavetec delivered a fully integrated Customer Flow Management ecosystem tailored to St. Lucie’s requirements:
- Spectra Dashboard: Provides live analytics on service quality, staff productivity, and branch performance.
- Lobby Leader: Centralized ticketing and call-forward workflows unify walk-ins and appointments, streamlining the process for both.
- Appointments & SMS: Online booking syncs with Spectra, while SMS updates keep customers informed of their queue status.
- Virtual Queuing: QR-code check-in enables visitors to join the queue via their mobile devices, reducing lobby congestion.
- Donatello Signage: Dynamic screens display real-time queue status, counter assignments, and service alerts.
Customer Journey
Wavetec rolled out a tailored Customer Flow Management platform to streamline every stage of the visitor experience:
- Pre-Arrival: Customers book appointments online via the St. Lucie portal. Spectra issues QR-code tickets and confirmation SMS alerts.
- Arrival: Upon arrival, employees scan QR codes, instantly logging check-ins into Spectra’s central engine.
- Waiting: Real-time queue status appears on Donatello digital signage. Automated SMS notifications provide queue position and wait-time updates, enabling remote waiting.
- Serving: Lobby Leader’s call-forward system directs customers to the next available counter, balancing walk-in and appointment demand.
- Post-Serving: Spectra sends an SMS survey to capture feedback, feeding results into continuous improvement dashboards.
Results:
- Streamlined Customer Flow: Unified scheduling and queue management eliminated separate appointment and walk‐in lines.
- Actionable Insights: Spectra’s live dashboards empowered managers to reallocate staff efficiently based on real-time data.
- Continuous Feedback: Automated SMS surveys enhanced visitor satisfaction through SMS-driven feedback..
- Reduced Lobby Crowding: Virtual queuing enabled remote waiting, eliminating lobby congestion.
- Self-Service Guidance: Donatello digital signage showed queue status and counter assignments, guiding visitors to the right counters.
Conclusion
Through Wavetec’s Customer Flow Management platform, St. Lucie County Tax Collector’s Office revolutionized its service delivery, transforming manual queues into a seamless, data-driven experience. This collaboration sets a new standard for efficiency, transparency, and customer satisfaction in public-sector service centers.
