Improve service efficiency and customer satisfaction

Most people go to a pharmacy after a visit to the clinic. Queues at retail pharmacies are ubiquitous and cause long waiting times and queues at the
store that raise frustration. Nonetheless, waiting to be served at the pharmacy is an inescapable part of our lives.

Long waiting times lead to low service quality and directly affect a pharmacy’s operational efficiency. Wavetec’s customer flow management systems
have the flexibility and capability to transform service experiences and increase operational efficiency of a pharmacy by streamlining patient flow
from an initial entry point to check out.

Streamline the Customer Experience

Waiting Time transformed
into Sales Time

Calm and transparent,
first come, first serve process

Organized
customer flow

Improved operational and process efficiency

Integration with mobile app, loyalty programme and appointment system

Reduction in perceived
and actual waiting times

Reshaping Customer Journey at Pharmacies

In order to bring down incessantly long waiting times at pharmacies, Wavetec’s Pharmacy Solutions have the ability to reshape customer journey and bring some order at pharmacy service areas by organizing the customer process.

Virtual Queuing Solution

Customers enter
the pharmacy

They choose the required service option:
Standard Prescription, Quick Buy, Order & Collect Later,
Medicine Refill, Pick up Order or Consultation,
Blood Pressure Check at the automated self-service
kiosk and print a service ticket.

Customers can shop for off-the-shelf
products until their ticket number is announced
and displayed on digital signage screens

Ticket shows estimated
waiting time, people in
waiting, opening hours of
Pharmacy etc.

Customers submit
subscription at their service
counter and a representative
feeds it into the computer.

Customers are
provided the medicines
or required service.

The Queuing system records what time a customer came in, what the prescription is, and how many people are waiting in the ‘queue.’

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Customers enter the pharmacy

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They choose the required service option:
Standard Prescription, Quick Buy, Order & Collect Later, Medicine Refill, Pick up Order or Consultation, Blood Pressure Check at the automated self-service kiosk and print a service ticket.

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Ticket shows estimated waiting time, people in waiting, opening hours of Pharmacy etc.

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Customers can shop for off-the-shelf products until their ticket number is announced and displayed on digital signage screens

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Customers submit subscription at their service counter and a representative feeds it into the computer.

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Customers are provided the medicines or required service.

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The Queuing system records what time a customer came in, what the prescription is, and how many people are waiting in the ‘queue.’

Suitable For

  • Large pharmacies with huge customer flow.
  • Large pharmacies with huge customer flow.
  • Pharmacies with different counters for different services.
  • Multiple phase customer transactions.

Linear Queuing Solution

Customers form
a single line when
they enter the pharmacy

Customers submit prescription and
representative inputs it into the computer

Customers move forward
when the counter is free and
service representative presses
the button to call the next customer

Sales representative hands
the required medicines or conveys the collection date to customer and takes payment.

Customer leaves.

Suitable For

  • Small and medium sized retail pharmacies.
  • Pharmacies that sell medicines only.
  • Simple, one phase transactions.
  • Pharmacies with limited or few counters.

Value Added Features

From check-in to calling and appointment management, all integration facilities are optimized using
Wavetec’s customer flow management system.

Integration with Mobile App

Pharmacy queuing systems can be seamlessly integrated with mobile app to eliminate steps needed to check-out, reduce waiting times and allow customers the convenience to:

• Take a queue ticket online
• Check nearest pharmacy branch
• Place an online order for prescription
• Scan QR code on receipt and check if order is ready for pickup

Integration with Pharmacy Loyalty Programs

In order to create loyal customers and encourage customers to purchase from them, pharmacies are introducing loyalty programs with discount points.

• Customers obtain discount points on a certain amount of 
purchases.
• Customers enter loyalty card number on self-service kiosk and get 
priority tickets.

Integration with Online Appointment System

Wavetec offers cloud-based queue management systems that can be easily integrated with appointment management systems. Customers can take appointments via web to visit the nutritionist, get their blood pressure checked etc.

Download our Patient Flow Management Brochure.

Want to know how we can help you manage patient journey at healthcare institutions? Download the brochure to learn how we can minimize waiting times and optimize customer journey with our electronic cloud-based queuing solutions.