Wavetec to Bring Smarter Queue Management to NAPA Auto Parts Stores

Wavetec, a global provider of queue management and customer experience technology, will supply NAPA Auto Parts with an integrated queuing solution designed to make the in-store checkout experience clearer, faster and more orderly.

The collaboration brings together one of North America’s most recognized automotive parts brands and Wavetec’s full-stack approach: in-house hardware, in-house software, and deployment and support delivered by one team.

Who is NAPA Auto Parts?

NAPA Auto Parts has been a familiar name for drivers since 1925. Part of Genuine Parts Company, it now offers more than 800,000 unique parts through over 6,000 stores and 18,000 NAPA Auto Care centers across the United States. Its customers range from professional repair shops and fleet operators to everyday drivers, and many walk in with something pressing, whether that’s a car that won’t start or a repair waiting to be finished.

How is this beneficial to NAPA Auto Parts?

For a brand known for rapid availability and knowledgeable people, the counter is where that reputation is won or lost. PwC’s 2025 Customer Experience Survey found that 29% of US consumers have stopped buying from a brand because of poor customer experience, whether online or in person. A long, confusing wait at the counter is exactly the kind of friction that can tip a loyal customer elsewhere.

Structured queuing answers that pressure directly. It tells customers where to start, who is next and where to go. That frees associates to focus on the customer in front of them rather than managing a crowd.

What Wavetec will supply

The solution will combine self-service ticketing, counter signalling and wireless calling, coordinated by Wavetec’s Spectra QMS. Customers will take a ticket from a NAPA-branded M-18 kiosk, which gives them a clear starting point. Counter associates will call the next customer using wireless handsets, while Spectra QMS manages ticket allocation and counter routing behind the scenes.

Guidance will be both visual and audible. Donatello digital signage screens will display ticket and counter numbers. UNOQ counter lights will help customers identify their service point, and speaker announcements will complement the on-screen cues across the store.

Built for enterprise retail

Spectra QMS sits on Wavetec’s central configuration and dashboard layer. This layer supports role-based access control, audit logging and multi-site governance, in line with a SOC 2 and ISO 27001 posture. The same platform provides a path to AI-driven analytics, including predictive forecasting and simulation. These help retailers anticipate demand and plan counter staffing as they grow.