Case Study: Samsung achieves reduced wait times and improved customer experience with Wavetec's Queue Management System

Samsung installs Wavetec Queuing Solutions at Service Centers

Samsung Electronics Co., Ltd., a global technology leader, faced long waits and unstructured queues at its service centers handling repairs, returns and warranties. To address this, Samsung partnered with Wavetec to deploy Wavetec Queuing Solutions across 19 distributor service centers in UAE, Kuwait, Palestine, Jordan, Bahrain, Qatar, Lebanon, Saudi Arabia, Kenya and Nigeria.

Wavetec implemented a full queue management ecosystem — touchscreen kiosks, counter displays, a web-based teller application, Donatello digital signage — integrated with Samsung’s existing reporting to provide centralized real-time KPIs (wait time, service time, queue length) and alerts. The Wavetec solution organized customer flow, reduced real and perceived waiting times, improved staff efficiency and lowered operational costs, enabled targeted promotions that increased revenue, and delivered measurable, centralized reporting for ongoing service-quality benchmarking.

Samsung