Case Study: Samsung achieves streamlined customer journeys and reduced peak-hour bottlenecks with Wavetec's queue management solution

Wavetec reforms and streamlines customer journey at Samsung service centers in Spain

Samsung, a global leader in consumer electronics, faced heavy footfall and long queues at its service centers in Spanish shopping malls. To better manage walk-ins and online appointments, Samsung engaged Wavetec to provide a turnkey queue management and online appointment solution that could prioritize services, route customers to the right counters, and help plan resources during peak hours.

Wavetec deployed an advanced queue management system with a customized online appointment module, on-site ticketing kiosks, SMS notifications, teller stations, integrated digital signage and a cloud-hosted dashboard (deployed at 8 stores, including Corte Inglés — Plaza Catalunya and Avenida de la Castellana) via partner Cmatic in two months. Wavetec’s solution standardized reporting on waiting and service times, enabled uniform distribution of customers across the day, reduced peak-time bottlenecks, improved teller efficiency and gave Samsung better operational control and customer experience.

Samsung