Should you consider queue management solutions?
Consumers hate to wait. In fact, several studies over the past few years have quantified how frustrating it is for consumers to wait to check out at a retail store. It should come as little surprise that growing numbers of retailers—from grocery to drug and convenience stores—are looking for ways to reduce queues and speed productivity in order to provide good customer service.
What is queue busting
Queue busting is a way to engage, interact and initiate elements of a transaction before arriving at the pointof-sale (POS) register. Queue busting can be any type of solution—hardware, software or a mix of the two—that provides added productivity or speeds the check out of a retail environment. It can also be as simple as a change or adherence to store policy as it pertains to length of customer queues. For example, if more than three people are in line, quickly opening a POS lane or directing the consumer to a self-checkout lane is executed.
Due to the cost of acquiring, deploying, installing, managing and maintaining POS technology and check stands, many retailers are “rightsizing” their POS environment. Retailers are evaluating the correct number of terminals and check stand placement throughout their stores to process customer transactions during normal sale periods. Minimizing the POS terminals to accommodate a normal sales period can possibly leave a retailer struggling to meet peak period demand, resulting in poor customer service and/or loss of sales.
This paper will familiarize you with the different types of solutions, along with their pros and cons. If you are among those considering a queue management program, the issue now becomes one of identifying the type that best aligns with the operations of your business. To help you with that decision-making process, this paper presents five key factors to consider as you evaluate potential solutions and determine which will best meet or exceed your requirements.
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