Glentel reduces customer walkaways by 27% with WaitWell

About the project

Enhancing customer experience and workflow management at Glentel

Wireless etc., a division of Glentel, operates 353 locations across Canada, primarily within Costco stores, offering a wide range of technology services and products. With high foot traffic, particularly during the pandemic, Glentel needed an efficient solution to manage queues and enhance customer satisfaction. In March, Glentel partnered with WaitWell to implement a virtual queue management system to reduce physical lineups, improve customer experiences, and gain valuable insights into service trends.

Overview

Before implementing WaitWell, Glentel relied on manual processes to manage queues, which created inefficiencies, especially during peak shopping hours. WaitWell’s virtual queue system allows customers to join the line via mobile devices, shop while they wait, and receive notifications when it’s their turn.

“Eliminating the lineup was such a big deal for our customers because they can go and shop around and then come back.”

Tarik Belarbi
Customer Service and Project Management Director, Glentel

This approach led to a 27% reduction in walkaways and enabled Glentel’s district managers to monitor real-time service data across multiple locations, improving operational decisions and customer satisfaction.

Challenge

Managing high retail traffic and improving customer satisfaction

Glentel faced a significant challenge in managing the high volume of customers at its Wireless etc. locations inside Costco stores. The manual queuing system was inefficient, leading to customer frustration, walkaways, and missed sales opportunities. With COVID-19 restrictions adding pressure to manage in-store traffic safely, Glentel needed a digital solution that provided real-time data and enhanced the customer experience.

Solution

WaitWell’s seamless integration and customer-first approach

WaitWell worked with Glentel to develop a tailored queue management system that integrated directly into Glentel’s online store directory, making it easy for customers to join virtual lines from home or by scanning QR codes in-store. Customers received real-time updates on their queue status, allowing them to shop while waiting for service. The system also provided Glentel’s management with critical data analytics, helping to optimize staffing levels and service operations across multiple locations. Staff at Glentel describe the WaitWell implementation as a “true success story.”

Results

Reduced customer walkaways, better staff management, and enhanced customer experience

Since implementing WaitWell, Glentel has served over 600,000 customers, with a 27% reduction in customer walkaways within the first year. WaitWell’s system enabled district managers to monitor real-time service data, improving staffing decisions and enhancing customer satisfaction. Additionally, staff workload was streamlined as WaitWell provided them with the tools to manage queues more efficiently and reduce interruptions.