News

Intelligent Queue Management System monitors, improves queue performance

December 3, 2008

ATLANTA, Ga. — As shoppers curb spending, retailers are turning to less traditional technologies, such as advanced infrared technology, to improve customer service and better manage staffing levels to safeguard the bottom line. Fueling this movement is Irisys (InfraRed Integrated Systems Ltd.), a leader in the development, manufacture, and application of intelligent infrared based solutions and services, with its launch of its Intelligent Queue Management system.

Specifically designed for the retail, banking, and leisure industries, Irisys' Intelligent Queue Management combines the latest in infrared and retail technology. This includes predictive algorithms and checkout lane scheduling, to enable store managers to closely monitor customer numbers and in-store queuing behaviors, while proactively managing staffing levels in real-time to ensure optimal levels of customer service.

The queue management system is powered by Irisys' Intelligence Optimized infrared sensor technology, which involves unobtrusive infrared sensors placed at entrances and above checkout lanes that accurately detect the number and behavior of shoppers in-store. Built-in predictive algorithms then provide store managers with customer service alerts, giving advance notice on how many checkouts will be required in 15 and 30 minutes time to meet customer demand.

The Irisys system dashboard is available via computer as well as mobile PDA device, providing store management with access to a range of information such as dynamic checkout queue length, waiting time data and store floor checkout performance. In the event that performance falls below a minimum service level, management teams are automatically alerted, allowing time to proactively manage the situation and avoid unnecessary checkout frustrations, queuing and abandoned shops.

Irisys' Intelligent Queue Management also incorporates a checkout lane scheduler tool, which employs historical sales data and customer service levels to forecast busy and slow periods up to six weeks in advance, enabling store management to deploy and utilize cashier staff more effectively.

The technology is installed in more than 10 major retailers across the U.S., Europe and Asia. These include U.S. retailers Price Chopper and Kroger, which are currently in trial, and leading global retailer Tesco, who has it installed in more than 800 U.K. and Ireland stores. In October 2006 Tesco credited Irisys' technology in being a key factor in its ten percent increase in half-year pre-tax profits.