{"id":68547,"date":"2023-10-11T12:29:54","date_gmt":"2023-10-11T12:29:54","guid":{"rendered":"https:\/\/www.wavetec.com\/?post_type=portfolio&#038;p=68547"},"modified":"2024-07-04T18:00:25","modified_gmt":"2024-07-04T18:00:25","slug":"mars-group","status":"publish","type":"portfolio","link":"https:\/\/www.wavetec.com\/fr\/case-studies\/mars-group\/","title":{"rendered":"MARS Group USA"},"content":{"rendered":"<p>[vc_row css=\u00a0\u00bb.vc_custom_1690894080195{padding-top: 50px !important;padding-bottom: 50px !important;}\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text]<\/p>\n<h1 style=\"color: #000;\"><span style=\"color: #006be8;\">Wavetec&rsquo;s <\/span>Transforms Customers&rsquo; Queuing Experience at M&amp;M Stores, by <span style=\"color: #0000a0;\">MARS Group<\/span>, with UNO-Q<\/h1>\n<p>[\/vc_column_text]<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 nofollow\"><button type=\"button\" id=\"ubtn-1492\"  class=\"ubtn ult-adjust-bottom-margin ult-responsive ubtn-normal ubtn-no-hover-bg  none  ubtn-left   tooltip-6ae579d70f47c\"  data-hover=\"#ffffff\" data-border-color=\"#ffffff\" data-bg=\"#fe8630\" data-hover-bg=\"#fe8630\" data-border-hover=\"#fe8630\" data-shadow-hover=\"\" data-shadow-click=\"none\" data-shadow=\"\" data-shd-shadow=\"\"  data-ultimate-target='#ubtn-1492'  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: #fe8630;color: #ffffff;\"><span class=\"ubtn-hover\" style=\"background-color:#fe8630\"><\/span><span class=\"ubtn-data ubtn-text \" >Get a Free Demo<\/span><\/button><\/a><\/div>[\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_single_image image=\u00a0\u00bb68684&Prime; img_size=\u00a0\u00bbfull\u00a0\u00bb alignment=\u00a0\u00bbcenter\u00a0\u00bb el_class=\u00a0\u00bbimage__radius\u00a0\u00bb][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2><span style=\"color: #000000;\">Overview<\/span><\/h2>\n<p>[\/vc_column_text][vc_row_inner el_class=\u00a0\u00bbflexing__section\u00a0\u00bb][vc_column_inner][vc_column_text]<span style=\"color: #000000;\">MARS, a leading retail group, operates a chain of M&amp;M stores across the United States. MARS aimed to optimize their customer queuing experience; this involved <strong>increasing service efficiency<\/strong>, <strong>reducing wait times<\/strong>, and <a href=\"https:\/\/www.wavetec.com\/customer-experience\/best-practices\/\" target=\"_blank\" rel=\"noopener\" data-schema-attribute=\"\"><strong>enhancing customer experience<\/strong><\/a>.<\/span><\/p>\n<p><span style=\"color: #000000;\">To achieve these objectives, MARS Group approached Wavetec, a distinguished global frontrunner in <a href=\"https:\/\/www.wavetec.com\/solutions\/customer-experience-solutions\/\" target=\"_blank\" rel=\"noopener\" data-schema-attribute=\"\">customer experience solutions<\/a>. Wavetec deployed their UNO-Q system, also known as the Linear Queue System or Call Forwarding Solution, within the premises of <strong>7 major M&amp;M stores<\/strong> in the U.S.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column][vc_column_text]<\/p>\n<h2><span style=\"color: #000000;\">The Challenge<\/span><\/h2>\n<p><span style=\"color: #000000;\">With Wavetec\u2019s support, MARS group aimed to address the following challenges faced by the M&amp;M Stores:<\/span><\/p>\n<ol>\n<li><span style=\"color: #000000;\"><strong>Inefficient Queuing Process<\/strong><\/span><br \/>\n<span style=\"color: #000000;\">MARS Group&rsquo;s conventional queuing system led to lengthy wait times, causing customer frustration and dissatisfaction.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Disorganized Customer Flow<\/strong><\/span><br \/>\n<span style=\"color: #000000;\">The lack of a structured queuing system resulted in chaos and confusion during peak hours, leading to potential revenue loss.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Limited Service Efficiency<\/strong><\/span><br \/>\n<span style=\"color: #000000;\">The existing system did not provide staff with real-time data, hindering their ability to allocate resources optimally.<\/span><\/li>\n<\/ol>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row el_class=\u00a0\u00bbrow&#8211;solution\u00a0\u00bb][vc_column][vc_column_text]<\/p>\n<h2><span style=\"color: #000000;\">The Solution<\/span><\/h2>\n<p>[\/vc_column_text][vc_row_inner][vc_column_inner width=\u00a0\u00bb5\/12&Prime;][vc_column_text]<span style=\"color: #000000;\">The primary objective of this project was to streamline and enhance the customer queuing process at checkouts of M&amp;M stores. Wavetec&rsquo;s UNO-Q solution presented a cutting-edge, call-forward queueing system to address MARS Group&rsquo;s challenges effectively.<\/span><\/p>\n<p><span style=\"color: #000000;\">The solution focused on streamlining the customer journey by creating a single-line queue, eliminating multiple queues, and providing customers with a more organized waiting process.<\/span>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/12&Prime;][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb4\/12&Prime;][vc_single_image image=\u00a0\u00bb69981&Prime; img_size=\u00a0\u00bbfull\u00a0\u00bb el_class=\u00a0\u00bbimage__radius\u00a0\u00bb][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb2\/12&Prime;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row el_class=\u00a0\u00bbrow&#8211;solution\u00a0\u00bb][vc_column][vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h2><span style=\"color: #000000;\">Key Features of UNO-Q Solution<\/span><\/h2>\n<ol>\n<li><span style=\"color: #000000;\"><strong>Single-Line Queue:<\/strong> UNO-Q enabled customers to join a single-line queue, ensuring a fair and efficient waiting process.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Real-time Data Insights:<\/strong> The system provided store managers with real-time analytics and performance metrics, enabling better resource allocation and quick decision-making.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Digital Signage:<\/strong> Interactive digital displays informed customers of their queue status, wait time, and service availability.<\/span><\/li>\n<\/ol>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2><span style=\"color: #000000;\">Customer Journey<\/span><\/h2>\n<p>[\/vc_column_text][vc_single_image image=\u00a0\u00bb68734&Prime; img_size=\u00a0\u00bbfull\u00a0\u00bb el_class=\u00a0\u00bbimage__radius\u00a0\u00bb][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2><span style=\"color: #000000;\">Results Achieved<\/span><\/h2>\n<p><span style=\"color: #000000;\"><strong>25,000 &#8211; 50,000 customers per day<\/strong> are now managed with Wavetec\u2019s advanced Queue Management Solution.<\/span>[\/vc_column_text][vc_single_image image=\u00a0\u00bb68640&Prime; img_size=\u00a0\u00bbfull\u00a0\u00bb el_class=\u00a0\u00bbimage__radius\u00a0\u00bb][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2><span style=\"color: #000000;\">Conclusion<\/span><\/h2>\n<p>[\/vc_column_text][vc_row_inner][vc_column_inner width=\u00a0\u00bb5\/12&Prime;][vc_column_text]<span style=\"color: #000000;\">The successful deployment of the UNO-Q solution at MARS Group&rsquo;s M&amp;M stores exemplifies how Wavetec\u2019s top-tier <a href=\"https:\/\/www.wavetec.com\/solutions\/queue-management-system\/\" target=\"_blank\" rel=\"noopener\" data-schema-attribute=\"\">electronic\u00a0queuing system<\/a> can transform customer experiences in retail environments.<\/span><\/p>\n<p><span style=\"color: #000000;\">By implementing a single-line, call-forward queuing system, MARS Group achieved its objectives of increasing service efficiency, decreasing wait times, and elevating customer satisfaction.<\/span><\/p>\n<p><span style=\"color: #000000;\">The partnership with Wavetec not only improved the customer queuing experience but also positively impacted the business&rsquo;s bottom line. MARS Group&rsquo;s adoption of UNO-Q serves as a prime example for other retailers seeking to enhance service delivery and elevate customer satisfaction in their establishments.<\/span>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb7\/12&Prime;][vc_single_image image=\u00a0\u00bb68727&Prime; img_size=\u00a0\u00bbfull\u00a0\u00bb el_class=\u00a0\u00bbimage__radius\u00a0\u00bb][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>MARS, a leading retail group, operates a chain of M&#038;M stores across the United States.\u2026<\/p>\n","protected":false},"author":32,"featured_media":68676,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"portfolio-types":[106],"class_list":["post-68547","portfolio","type-portfolio","status-publish","has-post-thumbnail","hentry","region-americas","portfolio-types-retail"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.wavetec.com\/fr\/wp-json\/wp\/v2\/portfolio\/68547","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.wavetec.com\/fr\/wp-json\/wp\/v2\/portfolio"}],"about":[{"href":"https:\/\/www.wavetec.com\/fr\/wp-json\/wp\/v2\/types\/portfolio"}],"author":[{"embeddable":true,"href":"https:\/\/www.wavetec.com\/fr\/wp-json\/wp\/v2\/users\/32"}],"replies":[{"embeddable":true,"href":"https:\/\/www.wavetec.com\/fr\/wp-json\/wp\/v2\/comments?post=68547"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.wavetec.com\/fr\/wp-json\/wp\/v2\/media\/68676"}],"wp:attachment":[{"href":"https:\/\/www.wavetec.com\/fr\/wp-json\/wp\/v2\/media?parent=68547"}],"wp:term":[{"taxonomy":"portfolio-types","embeddable":true,"href":"https:\/\/www.wavetec.com\/fr\/wp-json\/wp\/v2\/portfolio-types?post=68547"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}