Case Study: Hutchison Drei Austria GmbH achieves precise wait‑time forecasting and flexible customer queuing with NTS Retail's Welcome Manager

Hutchison Drei sets trends in queuing with NTS welcome manager

Hutchison Drei Austria GmbH, an Austrian telecommunications provider serving about 3.7 million customers, needed a modern, customer‑centric queuing system to match its lounge‑style stores and replace impersonal ticket machines. The main challenge was providing an accurate, intelligent forecast of individual waiting times while allowing customers to spend their waiting time flexibly. To meet this need Drei partnered with NTS Retail and deployed the web‑based NTS welcome manager.

NTS Retail implemented the NTS welcome manager via a Greeter tablet workflow, photo/avatar identification, a self‑service kiosk and SMS reminders (launched in the Vienna Millennium City concept store since October 2017). The solution delivers precise waiting‑time calculations, lets customers roam or schedule appointments and notifies them when it’s their turn, and helps consultants prepare in advance—resulting in a more relaxed in‑store atmosphere, greater customer flexibility and improved staff readiness thanks to NTS Retail’s platform.

Hutchison Drei Austria GmbH

Günter Lischka

Senior Head of Business Unit Contract Consumer