Queue Management and Gamification

MEASURE, MANAGE AND IMPROVE YOUR LINES

Case Study

BACKGROUND
A Fortune 1000 apparel retailer wanted to improve customer experience at checkout.

EXECUTION
Blended edge-based 3D analytics cameras installed in two dozen locations with proprietary queue recognition machine learning in DM Queue.

LEARNING
Daytime part revealed that store teams were under-allocating to registers and not opening 2nd queues a key inflection points.

IMPACT
Reduced the duration stores were in the worst queue time performance zone by 30% and improved satisfaction by double digits.

Bad Lines are a Major Driver of Dissatisfaction and Experience Friction

But how do you know if you’re doing a good job?

Good queue measurement lets you answer fundamental questions about operations and customer experience. How long do customers spend in line (not just at the register)? What days/times are problematic? How much do stores differ in performance? Which teams/employees are better and which are worse?

DM Queue provides simple, easy, powerful answers to all of these questions in a robust dashboarding package that’s totally integrated with our Door Count, Display and Shopper Journey platforms. So you can go from Door to Floor to Cashwrap in one powerful reporting system.

Easily measure queue times in customizable windows.
Use day-time visualizations to quickly see when queue times peak.
Set fully customizable goals and monitor performance over time.

Bad Lines are a Major Driver of Dissatisfaction and Experience Friction

But how do you know if you’re doing a good job?

Good queue measurement lets you answer fundamental questions about operations and customer experience. How long do customers spend in line (not just at the register)? What days/times are problematic? How much do stores differ in performance? Which teams/employees are better and which are worse?

The QueueBrick provides simple, easy, powerful answers to all of these questions in a robust dashboarding package that’s totally integrated with our InsightBrick and DisplayBrick platforms. So you can go from Door to Floor to Cashwrap in one powerful reporting system

  • Edge-Based ML Means It works.

    Powerful video processing that can be quickly customized to your lighting and interaction needs

  • It’s practical.

    No video to the cloud. No requirement for massive bandwidth. Easy single camera installation. Little or no impact on store infrastructure.

  • It’s privacy sensitive.

    No face recognition. No PII captured or sent. No video capture off device at all. GDPR compliant with NO personal data added to your privacy burden.

  • It’s inexpensive.

    Modern edge-based ML is remarkably inexpensive for the power it brings. Meaning measurement IS affordable.

Predictive Analytics and Alerting Transform Queue Management

The real magic of the QueueBrick isn’t in reporting though. Because the goal of the QueueBrick is to help you translate analytics into action. Built-in real-time alerting is your first level of defense against bad customer experience.

But let’s face it – by the time the line has gotten long, you’ve already got a problem. That’s why the QueueBrick includes advanced statistical forecasting algorithms that integrate real-time door-count and line state data to forecast line lengths in 5, 10, 15 and 30 minutes.

That means your Store Managers can act BEFORE lines get bad.

Which may seem like the ultimate in Queue Management analytics. But it’s not. Because…

Gamification Brings Queue Analytics to the Frontline

In the right situation, you can use Gamification to drive constant performance improvement. Better lines and more engaged Associates. All the time.

The QueueBrick can be packaged inside a custom app that lets your teams measure their performance and provides real-time feedback on queue times and comparative line handling between stores. It’s a way to bring analytics out of the back-office and into the front-lines. Helping you engage your Associates, incent them to improve, and make operations better AND more enjoyable.

Request a Demo

The best way to evaluate ANY enterprise software? See it in action.
Drop us a line and we’ll set up a time to walk you through DM1 and answer any questions you have.

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