Telefonica Virtual Queue Management Software Case Study

The Movistar customer journey

The walk-in customer journey with Qudini’s walk-in management software:

• A customer enters the Movistar store for service
• They join the queue system from a tablet kiosk
• The kiosk provides their queue position and estimated wait time
• A ticket is printed with the customer’s queue position
• The customer’s ticket appears on the TV screen (through an integration with their internal digital signage provider), which calls the customer when their turn arises
• If the customer provided their mobile number, they receive an SMS message with a weblink to watch their place. An SMS updates them as their turn draws near.

Movistar Shop Floor choreography

Using the Qudini Shop Floor Management features, the store associates are able to manage their walk-in and appointment customers, communicate with members of the team and carry out shop floor activities using Qudini on their Samsung devices. Store associates wanting to take their breaks can communicate to the shop floor manager using the software, allowing the management team to record breaks and manage when they are due to return.