Customer Flow Management Systems at Omniva post offices
01.10.2020
Estonia
In the spring of 2020, Hansab installed new Customer Flow Management Systems in Omniva's post offices. New systems were installed extremely quickly, all 20 systems were installed within two months of the project's launch. The centrally managed system consists of Q-Matic touch screen ticket printers and customer displays.
In Kristiine Shopping Center post office, pilot project was launched to introduce a solution, where is possible to take queuing ticket with mobile phone.
Hansab developed a QR code-based system specifically for Omniva. “With this solution, customers can take the queuing ticket on their mobile phone screen instead of printed on a paper tag as before,” says Kristo Kaljuvee, Automated Solutions Field Manager of Hansab AS. “It is a contactless solution and the customer does not have to touch the printer. All you have to do is scan the QR code with your phone and the queue number will appear on the phone screen.”
While there may be longer than average waiting times at post offices during peak hours, the new solution allows the customer to use their time more efficiently and perform other important tasks in the shopping center and nearby institutions while waiting for their turn. Via the mobile phone screen, the visitor of the post office receives real-time information about the progress of the queue and his service time.
According to Jaanika Lindre, the head of Kristiine Centre's post office, customers have quickly embraced the new solution. “Today, our service staff recommend people to take their queue ticket on their mobile phone - this way customers can make better use of their waiting time,” says Lindre.