Case Study: Consum Cooperativa Valenciana achieves shorter wait times and higher customer satisfaction with Wavetec queuing solution

Spain’s Fastest Growing Retailer Selects Wavetec to manage customers at Deli Counters

Consum Cooperativa Valenciana, a leading Spanish supermarket cooperative with over 780 stores and 3.5 million customers, needed to record and collect data on waiting and service times—especially walk-away customers—and to better control customer flow at deli counters. To meet this challenge they selected Wavetec to provide an integrated queuing solution, including Take a Ticket Kiosks, Donatello digital signage, mobile ticket integration with the Consum app, Spectra dashboards, Store Manager alerts and integration with Consum’s BI and back-end systems.

Wavetec deployed the solution across 400 sites (with ~70 more planned by end of 2021), enabling virtual queuing, real-time monitoring and data capture of service performance. The Wavetec system reduced physical queues and walk-aways, shortened perceived and actual wait times, improved customer satisfaction, delivered actionable behavioral insights via dashboards, and helped increase profitability while cutting operational costs through sustainable electronic ticketing.

Consum Cooperativa Valenciana