how to boost profits and improve the customer experience
Post on 16-Jul-2015
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MANAGERS can manage staffing and productivity.
What’s in it for you?
Learn more about intelligent queue management.
CUSTOMERS know how long they’ll be waiting.
Using Queue Analytics Technologyto Improve the Customer Experience
http://www2.lavi.com/queue
How to BOOST PROFITS and Improve the Customer Experience
INTELLIGENT QUEUE MANAGEMENT
merchandising
organized line
clear waiting point
cue to the queuedashboard
mobile
digitalscreen
Your Queue Needs AttentionThe queue is the first and last interaction a customer may have with your business.
Businesses in the United States lose an estimated
in sales every year because of poor customer experiences.
GENESYS STUDY
Companies with a high customer service rating are
12xmore profitable than their competitors.
PIMS STRATEGIC PLANNING INSTITUTE
$83 billion
Intelligent Queue ManagementTraditional Queue Management
Intelligent queue management gives your queue what it needs.
An Eye on KPIs
Queue length
Waittime
Customercount
Arrival rate
Customer Flow In-the-Know
Proactive Management
Count people
How does it work?
www.lavi.com
Customers movethrough the queuing area
Map activity in and aroundthe queue
Gauge speed of service
Predict backups
Data is analyzedand reported
Turn guessing into planning
Keep customerexpectations in check
Control thequeuing experience
Queue management technology
measures activity
A Better Customer Experience Higher Profits
• Expectations in check
• Wait times under control
• Greater satisfaction
• Efficient service
• Higher productivity
• Less reneging
What are your options?
4 Queue Management Technologies
1. Infrared Dual Beam-Break Technology
Infrared sensors act like a virtual turnstyle, counting people and assessing directional movement as customers pass through.
4. Bluetooth/WiFi Technology
Uses a sample of the population to extrapolate data and involves tapping into the continuous signal sent out by individuals’ mobile phones.
3. Camera-Based Monitoring
Cameras placed around the queuing area count all customers in and out.
2. Thermal/Heat Mapping Technology
Detects the heat emitted by people as they pass under sensors. Resulting heat map shows patterns, trends, and directional movement of people.
USING QUEUE ANALYTICS TECHNOLOGY
Service rate
Open service points
Empty queues
ESTIMATED WAIT TIME
5 min
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