Queue management. https://www.aturnos.com

3. Customer’s Point of view

4. I don’t want to wait, I want to have information, I
don’t want to stay on a queue, I want now…
• How much time does it take?
• What Services Can I Book?
• Financing, Pickup, Change or Return, Technical assistance, Trainings, etc.
• Where can I book?
• Store, Web or App
• Where can I give feedback?
• Can I do it myself?

5. Customer Journey: 1º Book
• Kiosk. Store Appointment
• Today or Another day
• Web
• Integrated into the e-commerce
• APP
• API for existing APPS
• Multi-language. Brand Look & feel
• SMS or/and Mail Confirmation
• Customers add information about their needs

7. Customer Journey: 1º New Book!!
• Push notification, How can I help you?
• Customers open the kiosk on their smartphones
• Without APP
• Physical Web
• Android
• iOS with installed Google App

8. Customer Journey: Kiosk
1. Welcome
2. Available Services/Queues.Looking at real workforce planning
3. QR Validation/User Validation
4. Reservation. Now or Appointment
5. Confirmation
HTML Tech
API for custom development

9. Customer Journey: 2º Queue
• Customer check the state (Relax)
• Different Information on 32”-55” Samsung Screens or Numbered Led
Internal Screen
Store StateScreen
Point of Sale Screen
Numbered Led

10. “Next” Button
• The next button is personal employee
• The identification of the employee is
automated
• The data can be analyzed per employee
• Actions
• One click -> Next Customer
• Double click -> The employee leave the point of
sale
• Bluetooth Technology

11. Customer Journey: 3º Attention & After
• Employees check information about the appointments submitted
by the customers
• Customers can give feedback about specific
appointments/employees

12. Manager’s Point of View

13. Improve customer satisfaction while reducing costs-
to-serve services
• My team is overload
• Customers are crazy on the queue
• The store is full
• I want to priories online pickup and financing
• What are the average waiting times?
• How many employees do I need to reducewaiting times?
• When do I need to schedule more employees?

14. What can managers do?
• Define Services to publish as queues
• Financing, Pickup, Change or return, Technical assistance, Trainings, etc.
• Define Workforce schedule to adjust accurate appointments
• Define best employees for specific services
• Define the point of sales per service or services (Filters)
• Flexible configuration of points
• Commercial campaigns-> open more financing points
• After Christmas-> open more return points

15. Give tools to your employees
• All the information in the Web Browser of the cash machine
• No extra hardware
• Define priorities but employees can decideunder rules
• Waiting times to decide
• The information also in the screens
REAL TIME INFO!!

16. Workflows
• Define flexible workflow between queues and processes
• Ex: When a customer arrives to the order queue starts a tasks in the
warehouse screen
• Order validation by QR on the kiosk-> Connected with other areas

17. Private queues. Not only customers
• The queues can be defined for customer or employees
• Employees:
• Internal Tasks: orders, picking
• Warning: Waiting time limits
• Define when close o open queues

18. Manager Statistics
• Push notifications over customer waiting time limits
• Pick/Weekhours
• Total attention time
• Average waiting time
• Average attention time
• Task list per queue/employee
…

19. Pick/Weak Hours

20. Rankings & Dimensioning
• Create a store ranking looking at the queue data
• Create KPI’s
• Compare stores to understand good/bad patterns
• Understand employee allocation to get better results
• Help stores to understand queue problems

21. Customer displays & Kiosk
• Samsung DB Professional
• Over network. LAN or WIFI. No extra infrastructure
• Direct connected to the cloud
• Without extra hardware. Plug & Play

23. Store.
Not only cash or
after sales