Spain’s Fastest-Growing Retailer
Selects Wavetec to manage customers
at Deli Counters

Concern

In their continued bid to provide their customers the best of service and quality, Consum wanted to record and collect data on waiting and service times, particularly those of walk-away customers.

To do so, they sought to install an integrated queuing solution connected with their back-end systems and scales. This would allow them full control of the flow and data, aiding the implementation of improvements to service dispensation.

Deployment

To abate the above concerns, Consum deployed the following modules:

Take a Ticket Kiosk

Donatello Digital Signage solutions

Integration with Consum application for mobile tickets

Interactive enterprise Spectra dashboards

Integration with Consum BI platform for data analytics

Store Manager application for service alerts and monitoring

The goal of these deployments was to allow the monitoring of service performance in real-time, and facilitate the implementation of changes and improvements to this.

The above has been installed in 400 sites, with an estimated 70 more to be added by the end of 2021.

Customer Journey flow

Clients acquire a ticket for the deli counters from the self-service kiosk or from the mobile application, and this secures them a virtual place in the queue for the deli counters.

They continue shopping in other sections, checking the signage screens or the mobile application for updates and notifications of when their turn is approaching or being called. They will then approach the deli counter to be served.

Benefits

No need to physically queue

Complete other tasks while waiting

Shorter perceived and actual wait times, and fewer walk-away

Greater customer satisfaction

Increase profitability and cut back on operational costs

Sustainable electronic ticketing

Actionable customer behavior insights via reporting and dashboards