Improve Your Visitor Reception and Queue Management

The ability of our customers to interact with a kiosk allows them less waiting time and are able to be directed to where they need to go on the onset of their visit.

The ability to add SMS text messaging was also a great benefit. At times we are very busy and close to a mall, our customers do not have to wait at the Service Centre; they can wander and be notified by text message when they are about to be seen.

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.

With a centralized reception, our hospital has to manage a flow of over 1,000 patients per day in a single lobby in which the patients flow conditions determines both the quality of the patient/visitor reception and the organization of every health activities that depend on it.

More recently, the health crisis leads our hospital to speed up the digitalization of the patient journey, in order to further limit overcrowding in the reception hall. In a joint work, ESII and our software editor have installed in a few months a reception with kiosk for outpatients which supports in autonomy 20% of the external flow now.

For the reception staff, the kiosks lighten the pressure during peak traffic and allow to make patients reception interview in better conditions, for which a human intervention and an expertise is needed. The working conditions are therefore improved. The job evolves with a more direct contact with the patient in the lobby for orientation and assistance in the use of terminals, that is well perceived by the public and in consequence more gratifying for the staff.

The staff of Loto-Québec’s Payment to Winners Department really likes to work with the ESII queue management system, not only because they can follow-up queues but also because they have statistics. This is a reliable solution and ESII ensures a very good customer service.

The pharmacy having doubled in size following the consolidation. We quickly found ourselves with permanent conflicts between customers, at the various counters, because they didn’t have the perception of the running order. The fear of being overtaken led customers to stop shopping in the pharmacy, this generated a decrease of the average basket.

I learned about the Weasy solution thanks to a colleague who has it. I knew this was what I needed.

Pharmacy employees are now more focused, they no longer have conflicts to manage. They can focus attention on customers, they don’t have to watch who’s coming.

They know how many people are waiting as well as the waiting time for customers. This makes it possible to adapt the answers if a person has waited a very long time in order to avoid additional tension to that of the wait.

The average basket increased by 8% and 10% on average.

The Weasy allows to give a wait time to the patient and allows to free him. We gain a seamless experience and more serenity.