
How Registry @ South Trail Crossing exceeds customer expectations with WaitWell Digital Queue Solution
Read time: 11 min

Read time: 11 min
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.
Registry @ South Trail Crossing
September 2021
Public Services
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.
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.
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.
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.