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Hutchison Drei sets trends in queuing with NTS welcome manager

Drei Austria aims at gradually implementing its new shop concept in all their stores, offering mobile consultation directly at the product. The inviting and relaxing atmosphere, however, does neither provide any fix counters nor any typical queuing, where tickets need to be drawn. Therefore, Drei was looking for an appropriate and innovative queue management solution that would add significant value to both, the company and its customers.

 

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Background Case Study Testimonial
"The NTS welcome manager allows for a positive and relaxed atmosphere in the store. Our customers now can flexibly bridge their waiting time whereas our consultants can prepare properly for the next customer."

Günter Lischka / Senior Head of Business Unit Contract Consumer / Hutchison Drei Austria GmbH

Challenges

So far, Drei used to rely on a conventional ticketing system. Its impersonal ticket machine did no longer fit into the modern lounge atmosphere of the Drei stores, though. According to Drei’s philosophy, customers should spend their waiting time as pleasantly as possible and not be forced to permanently monitor the called numbers on the screens. The biggest challenge for the new system, however, was the intelligent forecast of the expected customer’s waiting time. Based on determined average values and taking into account alternating influencing factors, the NTS welcome manager can now accurately predict the customer’s waiting time.

 

 

Download the full case study and learn more about following topics:

  • Solution
  • Conclusion 

Hutchison Drei Austria

  • Austrian telecommunications provider, serving approx. 3.7 million customers
  • www.drei.at

 

Product portfolio

  • Mobile telephony
  • Internet
  • TV and music servies

 

Challenges

  • Implementation of a customer-oriented queuing solution
  • Precise waiting time forecast for customers

 

Benefits

  • Precise calculation of customer waiting time
  • Flexibility in spending waiting time
  • Customer-targeted preparation of consultants