Tension at the counter
Jostling and stress during the lunch rush
Case study
Auchan Quai Ferry – Nouméa
Deploying a queue-management system to streamline customer service.
About the client
Auchan is a major retail player in New Caledonia, with a network of supermarkets across the territory. Its Auchan Quai Ferry store, located in Nouméa, serves a large number of customers every day, especially during the lunch rush.
The challenge
Every day at lunchtime, the deli counter at Auchan Quai Ferry was overwhelmed by customers in a hurry to make the most of their lunch break. With no system in place to manage the flow, customers crowded around the counter with no order of priority, leaving staff to sort out turns themselves in the middle of the rush. This lack of organization created visible tension, lengthened the time needed to handle each request, and hurt the in-store experience — to the point that some customers left without being served rather than wait amid the confusion.
Lost customers
Customers leaving unserved due to lack of organization
Staff under pressure
Difficulty managing customer arrival order
Damaged image
Negative customer experience during peak hours
The solutions deployed
Ticket kiosk
A kiosk connected to the Qmatic Orchestra platform: it prints a ticket and immediately signals, via the Orchestra connection, the arrival of a new customer in the queue.
Display screen
A digital signage screen showing the Qmatic Orchestra visual feed. It updates automatically each time a staff member makes a call.
Call button
With a single press, staff call the next customer via an API call to Orchestra.
Authorized Qmatic reseller
VisualCom is an authorized Qmatic reseller in New Caledonia, with installation and maintenance included.
From day one, both customers and staff immediately took to the solution. Things fell into place naturally.
-30%
wait time
-20%
processing time
÷2
unserved customers
3
counters managed
Results
Within a few weeks, Auchan Quai Ferry saw a 30% reduction in wait time, a 20% drop in processing time, and unserved customers cut in half, for a significantly improved customer experience.
Want to streamline your customer service?
VisualCom deploys queue-management and digital signage solutions tailored to retail locations and reception areas in New Caledonia.