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Queue management and digital signage

Mission: Customer Satisfaction. Manage, Inform, Learn.


In its endless commitment in time management and information systems development, Solari also designs and manifactures queue management systems.


In companies that need direct contact with people, queuing is inevitably generated by clerk window service, and it plays a primary role in quality of service (as perceived by customers). Referring to this matter, Solari identified three aspects that have a significant impact in a valuable service.


First, managing the customer flow: it is imperative that every user’s turn is managed in a clear, simple, fair and reliable way, with no useless waste of time.

The first contact with customers queuing up must therefore be intuitive, otherwise he/she will feel disoriented and annoyed; it must be easy to understand, to avoid him sensing a lack of respect, or suspecting the waiting time is immotivated or exagerated; it must work fluently, not to let the user think the system is getting stuck, otherwise the he/she will lose confidence in meeting his/her goals in the estimated time.


This is the reason why Solari sets its sights to digitalize clerk window queues, with a system meant not only to distribute numbered tickets, but also to provide the largest and most updated information, letting the user feel like the most important part of the process, who has to be informed with all the available forecasts.


This allows to obtain user’s confidence and trust, even if waiting time total elimination is impossible: every service needs a while in order to be completed. Nevertheless, queuing users or customers lose their temper when they get bored or when they think they are wasting their time; in these cases, customers usually blame the company that is providing the service for their frustration.

This is the second aspect Solari took in consideration when it designed its digital signage system.


With digital signage, people are entertained, letting them perceive a shorter waiting time; furthermore, they are supplied with useful information, aimed to the specific audience and to the service they are waiting for, improving the subsequent interaction with the personnel and making the service itself faster… and, more than everything else, improving the perceived effectiveness of the service and overall satisfaction.


The service offered to customers, therefore, is perceived as well organized, reliable, complete with full information and carried out as quick as possible: to improve it even more, the only thing a company needs is a method to collect user feedback.


Solari identifies the gathering of the opinion expressed by users as the third critical aspect, designing a specific device for users usually placed near service windows, so that users can quickly and easily leave a comment.

With the integrated management of customer flow, digital signage and customer satisfaction, any company in touch with its customers can ensure the maximum quality for provided services.