How The Bike Shop enhances service delivery in their stores with WaitWell
Read time: 11 min
About the project
Streamlining service delivery at Calgary’s premier cycling store
In September 2022, The Bike Shop, a popular destination in Calgary for purchasing and servicing bicycles and accessories, identified the need for a more efficient way to manage customer traffic. With high volumes of customers and a wide range of service needs, The Bike Shop turned to WaitWell to create a more organized and productive environment, allowing customers to browse the store while waiting for assistance.
Client
The Bike Shop
Date
September 2022
Industry
Retail
Overview
The Bike Shop, known for its wide selection of bicycles and cycling accessories, operates with a high volume of customer traffic and offers a variety of services. To streamline operations and reduce the chaos associated with managing customers, they reached out to WaitWell. With WaitWell, The Bike Shop implemented a queue management system that allows customers to join a virtual line by scanning a QR code. This system enables customers to browse the store while they wait, improving their shopping experience and freeing up staff to focus on the task at hand.
Challenge
Managing service types, crowding, and enhancing customer experience
The Bike Shop needed a way to organize the high volume of customers and eliminate crowding, particularly during busy seasons. They wanted a system that allowed customers to walk around the store while waiting, while also ensuring that staff could manage service types and assign the right tasks to the right employees. Additionally, they were looking for insights into customer behavior and traffic trends to optimize staffing and store operations.
Solution
Customized queue management, service triaging, and real-time reporting with WaitWell
The Bike Shop implemented WaitWell’s queue management system, which allowed customers to join a virtual line via QR codes or from home. Staff could track customer wait times and service needs in real-time, enabling them to manage the flow of traffic more efficiently. The system’s triaging feature allowed customers to specify their service needs before joining the line, ensuring that they were directed to the most qualified staff member. In addition, WaitWell provided detailed reporting tools that gave managers insights into service trends, customer behavior, and missed opportunities.
“As a manager, when I am not in the physical space I get the pop-up in the corner of my screen, and I can see if things are getting hectic. I can then jump in and help.”
Jeff Sears General Service Manager
The Bike Shop
Results
The Bike Shop has drastically reduced customer wait times, improved staff productivity, and streamlined its service processes with WaitWell. Real-time data and custom reporting tools have provided invaluable insights, helping the store optimize staffing and enhance the overall customer experience.
“WaitWell is straightforward and intuitive. The folks at WaitWell were readily available to answer any questions and fix small issues or personalizations with the platform very quickly.”
Jeff Sears General Service Manager
The Bike Shop
Ready to take control of your queue?
Switch to the queue management system that makes it easy to make changes whenever you need.
Ready to take control of your queue?
Switch to the queue management system that makes it easy to make changes whenever you need.