Qudini Queue Management System

Retain and convert more customers by creating a pain-free waiting experience and a more efficient shop floor.

Queue Management System Queuing System Qudini


Qudini’s virtual Queue Management System eliminates the time that your walk-in customers spend waiting in line. Our technology enables your customers to use a variety of channels to join a queue for service, and to receive updates about their wait time and service expectations through personalised SMS updates. This enables your customers to relax, browse and shop whilst they wait.

Qudini’s intelligent QMS platform uses a variety of configured, real time and historic data, to calculate queue times to update each customer with personalised information.

The platform can be used to help walk-in customers queue for time with an advisor, the use of a service or amenity, entrance to a space and more.


  • Retain footfall and increase conversion sale:

    Offer your customers an enhanced, seamless and hassle-free waiting experience that they enjoy

  • Increase staff efficiency and serve more customers:

    Manage a more organised shop floor with access to performance data

  • Increase customer purchasing and spend:

    Deliver waiting experiences that enable your customers to relax and browse whilst they wait

  • Increase customer satisfaction and loyalty:

    Offer better customer experiences and more premium customer service

  • Reduce operational costs:

    Enable customers to check-in themselves and use the Qudini queuing system data to analyse footfall patterns.

  • New marketing opportunities:

    Open up new channels to promote products and services to your customers and to request valuable feedback during their visit.

and capture customers

Greet and serve your walk-in customers more effectively by enabling them to check-in using:

  • Self-service kiosk devices
  • The Qudini Concierge app on a tablet or smartphone
  • The Qudini Receptionist desktop interface
  • Their own mobile phone
  • Other in-store IOT devices or location based services (GPRS, WiFi, IBeacons)

and retain footfall

Qudini intelligently calculates wait times for your customers and provides this to customers to manage their expectations and ensure retention using a variety of audio-visual channels including:

  • SMS alerts, sent automatically by the Qudini platform at pre-configured timings
  • Tailored SMS messages sent manually
  • “Reply to” functionality to communicate directly with customers
  • An online queue position tracker weblink accessible via the web or within your app
  • Enable customers to queue by name or ticket number
  • Printed paper ‘queue tickets’, with configurable content
  • Digital TV signage displays showing queue status
  • Integrated physical pager/buzzer devices

your customers and the shop floor

Qudini offers a variety of features that help you to manage waiting customers and create a more efficient and connected shop floor, including:

  • Access to Qudini’s Queue Management app on any desktop, tablet or mobile device to add, manage and serve customers
  • Visually describe customer appearances
  • Answer tailored customer questions
  • Intelligently manage walk-in customers alongside fixed appointments
  • Manage VIP customer priorities
  • Clienteling and loyalty recognition
  • Route customers to the best skilled staff for their needs
  • Receive alerts when thresholds and KPIs are exceeded
  • Manage staff availability and breaks
  • Report outcomes of your customer conversations

and improve operations

Continually improve service, sales, resourcing strategies, footfall and even marketing initiatives, by accessing Qudini analytics via real-time dashboards and email reports. Understand your:

  • Customer turnout: walk-ins, walkouts, no shows
  • Wait times and their impact
  • Product interest
  • Staff, service times and time & motion
  • Customer demographics


  • 62% walkout reduction

    in O2 UK, due to improved

  • £2 million

    reduction in annual costs across 500 stores

  • 20% increase

    in customer browsing whilst waiting for service

“Giving customers estimated waiting times makes a massive difference to their likelihood of staying in store to speak with an advisor.”
Store Leader | O2, Nottingham


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