Case Study

How Registry @ South Trail Crossing exceeds customer expectations with WaitWell Digital Queue Solution

Read time: 11 min

Man on the phone, Calgary vehicle registry eliminates lineups
100%
Increase in number of Google reviews
5%
Increase in overall Google rating
93%
Of staff learnt to use WaitWell under 15 minutes
About the project

Enhancing the customer experience at Registry @ South Trail Crossing

Registry @ South Trail Crossing in Calgary faced significant challenges during the COVID-19 pandemic, especially with managing customer queues. To address this, the registry partnered with WaitWell to implement a digital queue solution that transformed the customer experience while ensuring safety and convenience.

Client

Registry @ South Trail Crossing

Date

September 2021

Industry

Public Services

Overview

The COVID-19 pandemic created a challenging environment for the Registry @ South Trail Crossing. With restrictions limiting the number of customers inside, the need for an efficient queue management system became critical.

“Desperate times call for unique solutions. This approach not only improved customer comfort but also allowed them to enjoy their wait time by shopping or relaxing in their vehicles.”

Dennis Howie
Owner, Registry @ South Trail Crossing

By implementing WaitWell, the registry allowed customers to join a virtual lineup via QR code, SMS, or their website, enabling them to reserve their spot before arriving.

customer waiting from home for registry services
Challenge

Managing customer flow and ensuring a positive experience

Before adopting WaitWell, customers often faced long wait times outside in inclement weather. “On a typical business day, we could have had as many as 10 to 30 people inside our office,” Howie explained. With reduced capacity, the traditional queuing system became impractical and detrimental to customer satisfaction.

Front desk at registry at south trail crossing
Solution

Implementing WaitWell for streamlined service

WaitWell’s digital queue system was customized to meet the needs of the busy registry. Customers could easily join the virtual line, allowing them to use their wait time productively. The system is user-friendly for staff, with 93% able to learn it in under 15 minutes, ensuring quick and efficient service.

“Our staff found the system very easy to learn, and all agree it’s a very efficient, customer-friendly way to manage our lineup.”

Dennis Howie Owner
Registry @ South Trail Crossing
Woman on phone in car
Young and cheerful woman using smart phone while driving a modern car in the city
Results

Enhanced customer experience and operational efficiency

The integration of WaitWell significantly improved customer satisfaction at Registry @ South Trail Crossing. The Google rating rose from 4.1 to 4.3, and the number of reviews nearly doubled. Customers appreciated not having to stand outside in the cold and enjoyed the freedom to engage in other activities while waiting.

100%
Increase in number of Google reviews
5%
Increase in overall Google rating
93%
Of staff learnt to use WaitWell under 15 minutes

“We now have more live data that allows us to manage our customer service experience more effectively.”

Dennis Howie Owner
Registry @ South Trail Crossing