Single line queuing

We opted for this solution when we opened our Pau city store, 2500 m2 and 8 check-outs. It seemed obvious that we had to find an efficient way to direct the customer through the available check-outs as quickly as possible. We wanted to prevent the cashier from yelling to call the customer, nearly 10 meters separate the end of the queue and the check-out number 8.

At first, it took a little bit of time for the customer to get familiar with the system, but now everything is fine, and we couldn’t do without it. Moreover, we decided to install this system in the new store in Auch, 2500 m2 too. The customers’ wait is reduced, and the check-out process generates less stress for the customers and the staff.

The solution offered by ESII allows us to tell the customer which checkout to go to. The call is managed by the cashier. This communication system is very easy to use for the cashier and the information is clear for the customer. The relationship with ESII was very good, and the project monitoring was efficient.

In our garage workshop, we have 6 counters to receive in average 60 or 70 customers per day with strong fluctuation depending on the day of the week. The single line was installed in this part of our premises, so the customers can leave their cars, ask for a quotation or ask for an appointment.

At first, we needed to create and think through the single line. We were the first Norauto in France to install the single line, it is not planed in the concept of the garage. We used the gondolas to delimit physically the journey and the ESII solution goes further by formalizing the customer’s wait: he knows which counters are opened and when he can come to one of the 6 counters. You must know that when we are done with a customer, sometimes we have to get a mechanical part or do another work even if the customer is no longer at the counter. If we don’t validate, the next customer knows we don’t have finished yet. When we come back, we validate to call the next customer.

During Covid, we set up a single file system for our 10 checkouts. It was a testing period, and we found that it was meeting customers’ expectations.

The “local products” section has been restructured into a gondola along the 25 meters of the single queue. He brought us € 50,000 in May alone for an investment of € 20,000. It is an investment that is quickly paid off. Beyond the profitable side, gondolas keep consumers busy. They enjoy the local products.

An advantage is that when a checkout is blocked (price problem or other), customers are called to other checkouts. They are less nervous: when they arrive at checkout, it is for cashing, not waiting. The staff feel much better.

At the checkout, this system prevents theft from customer who goes to a checkout where he knows the person. Customers don’t choose where they go.

We make 50% of our revenue between March, April and May. Cashiers no longer feel oppressed by the flow of customers arriving at the checkout.

As a result, the cashier team is very satisfied. We are 100% single line and we will not go back.