Within Homechoices retail stores is their administration departments, offering various services such as higher purchase application, among others. Homechoice required a cost-effective, user-friendly method of measuring footfall into their branches as well as managing and monitoring the queues requiring assistance from the admin department. Service Systems was able to provide a solution for both challenges within their OPEX budgets.
Upon approaching the admin department customers are able to enter themselves into the relevant queue based on the reason for their visit. A ticket is issued to the customer with a number identifier for ease of reference, this number is also displayed on a screen in the waiting area for convenience. Customers are called audibly and visually, in the order of their queue joining time, by the next available relevant staff member. Staff manages the queue process using our Queue Management Softpad running on their existing PC’s. Staff can add a personal touch by greeting the customer by name. The system will provide additional information that the customer provided during the ticket issue process.
Customers are able to browse parts of the store near the admin waiting area while they wait, with the comforting knowledge that their place in the queue is secure, which has ultimately improved customer experience and the bottom line
Informative reports show KPI stats at a glance as well as trended information by date, period, and location.
Reports are generated on a daily, weekly, monthly or as frequently as required and sent via email or viewed on our web dashboard. This aggregated information gives management valuable information to strategically maintain exceptional performance levels at all times.
Homechoice management now has the power to better plan staff schedules and understand the conversion rate of general store customers to the admin department. Customers are now more aware of their queue status, this improves customer satisfaction and in-store experience. Staff can keep track of which customers to help first, vastly improving their work environment.