This document outlines the customer and manager journeys and perspectives for a queue management system. It describes key features such as allowing customers to book appointments online or at an in-store kiosk, view wait times on displays, and receive confirmations. For managers, it discusses defining service queues, scheduling employees, monitoring wait times and productivity, and using the data to improve performance. The goal is to improve customer satisfaction while reducing costs by optimizing resource allocation and queue management.

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