Case Study: Glentel reduces customer walkaways by 27% with WaitWell

How Glentel reduced customer walkaways by 27% in the first year of using WaitWell

Glentel, operating a network of Wireless etc. retail locations, faced challenges managing in-store queues and customer flow, especially within high-traffic Costco outlets. Their outdated paper-based system was inefficient and failed to provide the data needed for operational improvements. They partnered with WaitWell to find a digital solution for queue management that could also deliver actionable analytics.

WaitWell implemented its virtual queueing system, allowing customers to join a line via QR code or from home and receive phone notifications when ready. This solution reduced customer walkaways by 27% in the first year across 353 locations. WaitWell's platform also provided Glentel with critical data on traffic and wait times, enabling better staffing decisions and improved operational efficiency.

Glentel

Tarik Belarbi

Customer Service and Project Management Director