Case Study: Chilexpress achieves reduced wait times and improved customer experience with Wavetec

Chilexpress Improves its Customer Experience with Wavetec

Chilexpress, a leading Chilean courier with over 300 branches, wanted to modernize its customer service to reduce waiting times, capture customer data at intake, and improve in-branch experience and staff productivity. To achieve this, Chilexpress engaged Wavetec to upgrade busy locations with advanced queue management technology, including self-service kiosks and digital signage integrated with the company’s management software.

Wavetec implemented self-managed kiosks that collect customer details and issue appointment numbers, integrated with Chilexpress’s backend so staff see the customer’s information when called, plus 40‑inch LCD screens for real-time call display and promotional content. Deployed initially in 35 high-traffic branches, the Wavetec solution centralized queue management and cut service time per customer to 15 seconds–1 minute, a significant improvement for branches serving about 400 people daily, while boosting productivity and customer experience.

Chilexpress