Case Study: Nike achieves safer, shorter in-store queues with Wavetec virtual queueing

Nike deploys Wavetec’s Queuing Solutions

Nike, a global sportswear retailer, faced COVID-19 social‑distancing rules and strict occupancy limits that produced long queues, reduced in‑store footfall and a poorer customer experience. To address this, Nike worked with Wavetec to deploy queue‑management tools — notably a WhatsApp‑integrated virtual queuing system using QR‑code standees and e‑tickets — to safely manage store entry and customer flow.

Wavetec’s solution issues e‑tickets via WhatsApp (scan a QR code or text a number), sends PINs and queue updates, supports priority access and multiple languages, and feeds reporting dashboards for staff allocation and analytics. The deployment shortened perceived wait times by letting customers wait offsite, improved resource allocation and customer experience, and store managers reported measurable benefits including an almost 100% reduction in theft after Wavetec’s system was introduced.

Nike