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Queue management

Creating a great checkout experience by keeping the queue to the perfect length.

Queue management: the art of anticipating peak times

The cash desk is one of the last contact points between customer and store personnel. It is thus a major opportunity for shaping the shopping experience in a positive manner for brick-and-mortar retailers. For 50 percent of customers, a long waiting line is a major shopping killer. Therefore, managing the queue length efficiently is a major part of creating a convenient checkout process.

  • The lack of active, deliberately planned in-store traffic observation and queue management leads to a mismatch – or at least a delay – between the number of cash desks that are open and the number required.
  • Some customers who notice long queues in front of cash desks terminate their purchase without completion. Filled abandoned baskets and shopping carts within the store might be an indicator of this. As a consequence, the store not only loses direct revenue, but its reputation also suffers.
  • Having to queue in a long waiting line for payment and checkout reduces customer satisfaction significantly. This increases the danger that consumers’ negative feelings spread out to their perception of the brand as a whole. Ultimately, this could lead to consumers avoiding the brand’s stores altogether.
  • When store personnel suddenly need to interrupt their current activity to go in front to open up an additional checkout, this is inefficient in terms of intra-day activity planning.

Benefits at a glance

  • Insights into the current and expected consumer traffic at the checkout
  • Reducing checkout waiting times for customers
  • Optimizing store personnel’s intra-day activities
  • Automatically anticipating the required amount of checkouts

How retailers benefit from queue management

Perfect staff planning

Having the right amount of staff available on demand is crucial for smooth checkout processes. A database-led recommendation helps store management allocate personnel to suitable activities and time slots.

Gaining control

The store manager and staff know the current and expected consumer traffic at the checkout. Thus, they are in control of the situation instead of being surprised by sudden peaks, which might swell to long queues.

Reduction of checkout waiting times

The solution reduces checkout waiting times for customers. The main goal is to optimize store personnel’s intra-day activities so that there is no need for additional staffing.

Operational efficiency

Now it is possible to optimally schedule intra-day activities such as re-filling shelves, commissioning, empting the reverse vending machine, setting up promotional displays, and of course opening or closing cash desks. In this way, the staff avoids unnecessary journeys within the store.

Fast and discreet communication

If the solution detects room for improvement in terms of waiting times, store personnel discreetly receive a notification on their device of choice. The customer is not distracted by internal announcements via loudspeaker and focuses on their shopping instead of worrying about potential checkout queues.

Managing shopping experience

The checkout process is one of the few situations that have the potential to transform a whole shopping experience. Owning this moment is a powerful tool for customer loyalty. Offline retailers have the big advantage that they can make sure their customers leave the store smiling.

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