Modernizing access to motor vehicle services with WaitWell

About the project

Enhancing Queue Management and Customer Feedback at East Calgary Registry

East Calgary Registry, a busy motor vehicle office in Calgary, sought to modernize their services and improve customer communication. In August 2020, they partnered with WaitWell to implement a virtual queue system that allowed customers to join lines remotely via mobile devices or on-site using a QR code or kiosk. This transformation not only streamlined the waiting experience but also led to a significant increase in customer feedback, boosting their Google Reviews by 600% in the first month.

Overview

East Calgary Registry faced challenges in managing wait times and enhancing their brand’s reputation through customer feedback. By using WaitWell’s virtual queue system, they were able to streamline their operations and increase customer engagement. The ability to follow up with customers through automated texts inviting them to leave reviews significantly improved the registry’s online presence. Over the course of one year, they saw a 3,300% increase in Google Reviews and a 16% growth in transactions, alongside a 33% rise in net profits.

“Having more Google reviews and a higher Google rating means customers trust us more, and that means more business for us.”

Ivy Vuong
Manager, East Calgary Registry

Over the course of one year, they saw a 3,300% increase in Google Reviews and a 16% growth in transactions, alongside a 33% rise in net profits.

Challenge

Boosting brand reputation and improving customer feedback

East Calgary Registry recognized the importance of online reviews in building customer trust and driving business growth. However, they needed a streamlined way to encourage satisfied customers to leave positive reviews while managing growing customer demand, particularly during the COVID-19 pandemic. The existing system didn’t provide insights into customer demand or the ability to optimize staffing, which was key to scaling their operations effectively.

Solution

WaitWell’s virtual queue system and automated customer feedback

With the implementation of WaitWell, East Calgary Registry was able to manage both walk-ins and online appointments efficiently. The virtual queue system enabled customers to track their position in line from home or on-site, reducing wait times and improving the overall experience. Additionally, WaitWell’s follow-up text feature invited customers to leave a Google Review, simplifying the process and making it easier for customers to provide feedback.

Results

Significant increase in customer engagement and business growth

The introduction of WaitWell at East Calgary Registry led to a remarkable increase in customer engagement and satisfaction. In the first month, Google Reviews increased by 600%, and within one year, the registry saw a 33-fold increase in reviews. The streamlined operations also resulted in a 16% increase in transactions and a 33% boost in net profit. With real-time data and automated customer feedback, East Calgary Registry was able to optimize staffing and improve service quality.