Case Study: Toyota achieves reduced wait times and higher customer satisfaction with Wavetec's Queue Management Solution

Toyota uses Wavetec’s Queue Management Solution to manage their complex Customer Flow and provide better customer satisfaction

Toyota, the global automotive leader, faced long customer serving times and a complex, hard-to-monitor service flow at its Customer Care Outlet. To preserve its premium brand image and improve customer satisfaction, Toyota engaged Wavetec and deployed an Electronic Queue Management System (Wavetec’s Queue Management Solution) to automate customer flow and provide management visibility.

Wavetec performed a full assessment and implemented an end-to-end solution including Ticket Dispensing Kiosks, LCD displays showing virtual queue position and car status, and an integrated voice calling system. The Wavetec solution improved the customer experience and brand equity, reduced actual and perceived waiting and service times, and delivered reporting tools that let Toyota measure, benchmark and manage staff performance and key service KPIs.

Toyota