QUEUE MONITORING AND ANALYTICS FOR AN OPTIMAL QUALITY OF SERVICE

This case study reports the value of in-store analytics to support strategic and operational queue management.

CHALLENGE AND OPPORTUNITY

In-store analytics entails different aspects of customer behaviour, including queues. Queues are the last touchpoint in the journey with the customers and the last step they are going to remember of the in-store experience. The customer might have indeed found all the products he needed in a short period of time. However, if he has to spend a considerable amount of time at the checkout area, this will make him frustrated and dissatisfied, especially in COVID-19 times when prolonged contacts are surely not welcomed.

Knowing precisely when and where queues are forming by day and hour of the day allows store managers to plan for staff allocation.

Moreover, having a real-time snapshot of how many customers are queuing at the check-out area gives a tremendous advantage to the store manager and to dedicated staff to improve satisfaction of customers, rapidly responding when long queues are forming based on an intelligent dynamic management and not on mere observation.

RETAILERIN QUEUE MANAGEMENT

Starting from the tracking of shopping carts and baskets at the checkout area, RetailerIN precisely monitors queue formation and provides queue monitoring and queue analytics services.

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