Cinesa is Spain’s leading cinema screening company with 22 million viewers, and is also the leader in movie theaters, with more than 500 spread out among the main provincial capitals. Cinesa is committed to technology and comfort when it comes to offering its customers the best possible cinema experience. These two principles allow them to offer, among other features, the installation of luxury seating, immersive IMAX screens, Dolby Cinema and iSens theaters exclusively in Spain, with the best visual and sound quality and excellence in customer service.
THE SITUATION AND CHALLENGES
Despite the increase in costs in the cinema industry, a large number of people continue to visit leisure establishments, especially on weekends and rainy days. Given this situation, Cinesa decided to take action and call upon Qmatic to offer its customers an experience and a service that live up to their expectations.
The goal consisted in reducing customers’ wait time in the refreshments area and the box office area and to have an organized flow of customers, as it is one of the critical moments in their Customer Journey that directly impacts the experience of both customers and staff.
The system can be used without needing to install software on any computers, or requiring any special cables.
"With Qmatic’s single queue system, customers recognize fair treatment, which directly influences their experience"
SOLUTION
The best option to achieve this goal was the implementation of a single queue management system. The solution includes a stationary display and a push button at each customer service point, as well as a monitor with audio announcing each cash register as it becomes free, in addition to displaying contextual advertising and information of interest.
This is one of the most simple queue management systems to implement and it has received positive recognition by customers, as when they are in a very long queue, the time they wait to be served seems to pass much more quickly. Also, a fair order system is followed which notifies customers in order of arrival, thus reducing the risk of giving up due to impatience and improves customer experience.
What’s more, implementing Qmatic’s single queue solution generates greater employee productivity, since they don’t need to worry about the order of the queues, and can focus on providing the best possible service.
RESULT
With this solution, Cinesa has achieved its goal of improving the customer experience.
On the one hand, it has succeeded in reducing customer waiting time and offering them a service and experience in line with their requirements and, on the other, with the new system implemented, a higher number of customers are served, bringing about a direct increase in box office takings.
The solution has also created a less stressful work environment for the workforce thanks to customers being calmer as they recognize the fair treatment provided by the system.
“By implementing Qmatic’s solution, we have managed to reduce wait times in our establishments, therefore allowing us to serve a higher number of customers”
José Ignacio Boyo, Project Manager at Cinesa
SOLUTION OVERVIEW
Cinesa
Cinesa has more than 22 million viewers per year in its 45 cinemas and more than 500 theaters. It is part of the Odeon & UCI Cinemas Group, which is the leading movie screening company on the market with more than 115 million viewers per year and 360 cinemas in 14 European countries. In 2016, the Group was acquired by AMC Theatres, making it the world’s largest movie screening company.
Area: Cinema
Region: Spain
The challenges
- To install a system that reduces customer wait time in the box office and bar and cafe areas.
- To improve customer experience
- To improve staff productivity
The solution
- Qmatic’s Single Queue Solution
- A display for each service point with a push button for each user
- A monitor with audio to indicate open cashiers
The benefits
- Reduction in wait time
- Improved customer experience
- Increase in the number of customers served
- Increase in ticket sales
- Improved working environment
