Queue management for retailers: customer convenience by respecting their time

by Julia Pott

For retailers and shopping mall operators, this scenario represents both the best case and the worst: Potential customers are queuing outside the store. A large influx of customers holds high sales potential, but nothing kills the shopping mood as quickly as waiting. The start-up Moviik from Braga in Portugal has tackled precisely this problem for retailers with agile queue management.

How can retailers use digital tickets? In which cases can the implementation be worthwhile? Marketing manager Carla Ferraz not only answers these questions, she also tells us what impact her company's appearance at the EuroCIS start-up hub had for Moviik.

Carla, you offer a queue management solution. How can retailers use digital tickets in their stores?

Carla Ferraz: Digital tickets help retailers efficiently manage customer flow, eliminating physical queues and reducing waiting times. For instance, at FNAC, the French multinational retail chain, digital tickets allow customers to reserve their place in line while they continue to explore the store, enhancing their shopping experience and streamlining operations.

Do you have an example of how digital tickets are used in shopping malls?

Ferraz: Shopping malls can use digital tickets to manage access to popular stores, events, or even personalized experiences like service at promotional stands. By using digital tickets, shoppers can better manage their time and avoid waiting in long queues. With SMS notifications, they can track their position in line and know how many people are ahead of them.

What advantages does customer-centric queue management offer retailers?

Ferraz: Queue management systems offer several key advantages:

• Reduced waiting times: By managing the flow of customers, these systems minimize physical queues, which reduces customer frustration and enhances the shopping experience.
• Improved customer satisfaction: With less waiting time and a better organized in-store experience, customers are likely to leave with a more positive impression, increasing their likelihood of returning.
• Operational insights: Queue management systems provide valuable data on customer behavior, helping retailers identify peak shopping times, bottlenecks, and areas that need attention. This data can be used to optimize staffing and store layout.
• Increased staff efficiency: Staff can focus on assisting customers rather than managing queues, improving productivity. The system also helps prioritize customers based on needs, such as VIP customers or those with specific inquiries.
• Better resource allocation: Retailers can optimize their resources by adjusting the number of staff based on demand, ensuring smoother operations, particularly during peak hours.

These systems are particularly beneficial for high-traffic retailers, such as tech stores, supermarkets, pharmacies, banks and financial institutions as well as shopping malls and department stores.

How can queue management be advantageously integrated into a strategy of customer centricity and loyalty management?

Ferraz: Queue management demonstrates a commitment to customer convenience by respecting their time. When integrated with loyalty programs, it can further personalize the experience by offering perks such as priority tickets or rewards for frequent usage, enhancing customer loyalty.

A year ago, you were exhibiting in the start-up hub, now you will have your own trade fair stand at EuroCIS 2025. What was your recipe for success?

Ferraz: Our transition from the start-up hub to the exhibitor area at EuroCIS reflects the significant progress we’ve made in just a year. Key factors driving this success include:

• Tailored solutions: We focus on creating solutions that directly address the needs of retailers and other industries, ensuring relevance and value.
• Client endorsement: The trust and positive feedback from our clients have been instrumental in validating our approach and driving growth.
• EuroCIS visibility: Participating in the start-up hub last year provided an excellent platform to showcase our potential, build strategic connections, and increase brand recognition.

To what extent did a platform like the EuroCIS start-up hub help you in your success story? What effect did your presence there have?

Ferraz: The start-up hub at EuroCIS played a key role in connecting us with industry leaders, forging strategic partnerships, and showcasing our solutions to a global audience. This was a pivotal moment in our growth journey.

Do you have any tips for young start-ups who want to establish themselves in the retail tech market like you?

1. Focus on solutions that solve real problems for retailers.
2. Participate in industry events like EuroCIS to gain visibility and to enhance your network.
3. Listen to customers and be agile in adapting your solutions to their evolving needs.

What big goals or projects are coming up for your company next?

Ferraz: We are continuing our international expansion with major projects lined up for airports and large retailers. We are also constantly updating and refining our solutions to align with market trends, enhancing their integration with omnichannel strategies to provide more comprehensive customer experiences.