Customer journey

Customer reception is one of the determining criteria for customer loyalty. Our solutions empower your customers to interact across multiple touchpoints to transform the experience and improve customer engagement.

customer journey retail nrf
  • Improve customer experience
  • Facilitate team work
  • Increase conversion rate
  • Optimize in-store staff management
  • Measure customer satisfaction
  • Offer an omnichannel experience
Used by:
  • fnac logo
  • lapeyre logo retail
  • nespresso logo

Customer journey by ESII in video

weasy

Free your customers from waiting

Connected ticket iOT

With Weasy, easily connect your customers to your staff thanks to an easy to use technology in your store, agency or sales area.
The IoT ticket dynamically displays the number of people waiting, waiting time or a welcome message and enables your customers to continue their shopping instead of queuing.

unmask esii appointment

Offer a virtual queue

Digital ticket

With Smartwait™, engage and connect with customers where they spend most of their time: on their mobile devices!

Offer them tailored experiences that keep them coming back.
Give them the opportunity of virtually joining a queue before physically arriving in your store using their smartphone to reduce waiting times and streamline the flow of your customers.

 

ezq esii

Speed up check-out process

Single line queuing

With eZQ™, enhance customer service during check-out process thanks to single line queuing. Increase the flow of customers, but also the efficiency of your staff and benefits by reducing real waiting times by up to 30%.

click and collect esii

Manage purchase pick-up

Click & collect

With Orion Picking, build a winning omnichannel strategy by offering a complete and comfortable experience that responds to the new behaviors of your customers thanks to click & collect. Easily manage order preparation and organize pick-up in your store.

When arriving to your store, your customers can check in and receive updates while their order is being prepared.

qualii esii

Measure customers satisfaction

Satisfaction survey solution

With Qualii™, get to know your customers better to improve customer experience and boost your revenue. Offer quick and easy satisfaction survey to measure customer satisfaction so you can take action and offer an exceptional customer experience. It’s easy!

virtual queue systems

Offer a tailored reception to your customers

Services center

Maximize your time and your customers time by improving your services thanks to a more intuitive, dynamic and remarkable experience. Our wide range of kiosks offer your customers a customized, tension-free way to wait for a service and a business platform for omnichannel and personalized engagement.

Automated crowd counting

In-store counting system

With Orion Access Counting, measure, optimize and manage occupancy limits thanks to our access and counting system.

By defining occupancy limits and by automatically or manually integrating space occupancy with the ORION queue management system, you can have a real control over the number of people inside your store.

Ticket dispenser

Make waiting profitable

Deli counters

Differenciate yourself and dynamize customer journey at deli counters thanks to our dedicated solutions. Free your customers from waiting by offering them a smooth and unique journey among the different counters.

rdv ateliers

Engage and retain your customers

Online registration to your events

Workshops, round table, classes, coaching… With Orion Event, enhance in-store events thanks to online registration from your website. Your customers easily choose the event they want to attend and the slot that suits them among those offered and then receive a confirmation and a reminder of their registration. On the store-side, on D-Day easily access the list of registrants from your agenda.

Bridge the gap from online browsing to brick and mortar

Creator of digital connected retail solutions for omnichannel management of customer journeys and their waiting conditions, we enable your customers to experience your brand on all channels, platforms, and devices seamlessly.

We work with retailers worldwide (Nespresso, Carrefour, FNAC, Decathlon, Leroy Merlin, Media Markt, Sephora…) to empower customers to ‘get in line’ from wherever they are and increase the profitability of the point of sale thanks to our powerful and collaborative SaaS platform.

ESII’s solutions improve customer experience, increase your revenue (best ROI) and facilitate team work. Our customer experience management solutions enable retailers to reduce walk-away, increase sales conversion rates and optimize in-store resource efficiency, virtual queues, Click & Collect purchases and request assistance solutions.

Our customers talk about it

  • E.Leclerc France
    « ESII offered to install ticket dispensers with numbers displayed on TVs throughout the store. This allows the customer to browse… »
  • Media Markt Netherlands
    « What differentiates your solution from others is the ability to check customers needs, which enables us to adapt our problem-solving… »
  • Intersport
    « We opted for this solution when we opened our Pau city store, 2500 m2 and 8 check-outs. It seemed obvious… »
  • FNAC France
    « What I appreciated in our relationship was ESII’s capacity to adapt to our contraints, the pro-activity of the teams in… »

ESII offered to install ticket dispensers with numbers displayed on TVs throughout the store. This allows the customer to browse in the store while having the opportunity to see his number and when he is going to be called. He also has the possibility of tracking his number on his mobile phone using a QRCode to be scanned on the ticket. He can check where the queue is and get closer to the counters at the right time.

Customers don’t have to be stuck in one place while waiting for their turn but can continue shopping with an eye on the queue. As the wait is no longer static, the perceived wait decreases.

The manager in his office can see the wait is in his section. If the wait is too long, he can go and see what’s going on, help staff or reallocate the teams on his area.

The solution installed by ESII match with our specifications.

E.Leclerc France
Cédric Tissandier Quality manager – E.Leclerc Clermont-Ferrand

What differentiates your solution from others is the ability to check customers needs, which enables us to adapt our problem-solving program and allows faster and smoother waiting lines for customers, who are not always very happy to have to return to the customer service.

Media Markt Netherlands
Customer Service Team Media Markt Amsterdam

We opted for this solution when we opened our Pau city store, 2500 m2 and 8 check-outs. It seemed obvious that we had to find an efficient way to direct the customer through the available check-outs as quickly as possible. We wanted to prevent the cashier from yelling to call the customer, nearly 10 meters separate the end of the queue and the check-out number 8.

At first, it took a little bit of time for the customer to get familiar with the system, but now everything is fine, and we couldn’t do without it. Moreover, we decided to install this system in the new store in Auch, 2500 m2 too. The customers’ wait is reduced, and the check-out process generates less stress for the customers and the staff.

Intersport
Caroline Pelou CFO – Intersport Pau

What I appreciated in our relationship was ESII’s capacity to adapt to our contraints, the pro-activity of the teams in proposing relevant solutions and their in-depth knowledge of reception issues.

FNAC France
Frédéric BISCARRAT Project manager, FNAC

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