How a Retail Pharmacy in Rome Streamlined Multi-Service Customer Flow with Wavetec’s Queue Management System

 

Executive Summary

Due Leoni, a pharmacy in Rome serving approximately 300 customers daily, deployed Wavetec’s Queue Management System to structure customer flow across multiple service categories. The solution combined kiosk-based ticketing through the F-19 Ticketing Kiosk, centralized queue orchestration via the Spectra Controller, staff-side queue management through the WebTSU interface, and real-time digital signage powered by Donatello. The system introduced multilingual interaction, category-based routing, and clear service visibility. The deployment enabled a scalable and operationally efficient queue model tailored for retail pharmacy environments.

Client Profile

• Industry: Retail Pharmacy
• Region: Rome, Italy
• Channels: Self-service kiosk, digital signage, service desks
• Core Use Cases: Queue management, service categorization, customer flow optimization, multilingual service delivery

The Challenge

Due Leoni operates in a high-footfall retail pharmacy environment with approximately 300 daily customers and multiple service types. The pharmacy required a structured system to manage customer flow across six distinct service categories while maintaining simplicity for both staff and visitors.

Beyond operational needs, the environment introduced an additional constraint. The pharmacy was designed by Sartoretto Verna, a firm known for premium retail and healthcare architecture. Any deployed system needed to integrate seamlessly into the physical space without disrupting its visual identity.

The pharmacy also required bilingual accessibility in Italian and English, along with a clear and intuitive way to identify service categories through ticketing.

Why the Previous Model Did Not Scale

Legacy Constraint

• Unstructured queue handling across service types
• No standardized ticket categorization
• Lack of multilingual interface
• No digital queue visibility

Operational Impact

• Inefficient routing and service delays
• Limited visibility for staff and customers
• Reduced accessibility for non-Italian speakers
• Customer uncertainty and inconsistent service flow

Solution Overview

Wavetec deployed a modular queue management ecosystem combining the F-19 Ticketing Kiosk, Spectra Queue Management Controller, WebTSU Staff Interface, and Donatello XPI Digital Signage Player to structure in-store customer flow.

The solution enabled category-based ticket issuance through the F-19 kiosk, centralized queue orchestration via Spectra, staff-side ticket calling and queue control through WebTSU, and real-time queue visibility across displays powered by Donatello. Service execution was managed across six operative desks, supported by remote monitoring and SLA-backed support.

Technical Architecture Behind the Deployment

Channel Layer

• F-19 self-service kiosk with a 17-inch touchscreen interface for ticket issuance
• Digital signage displays showing live queue updates
• Six service desks operating through the WebTSU web-based interface for ticket calling and queue management

Middleware and Orchestration

• Spectra Controller acting as the queue engine
• Handles ticket generation, queue sequencing, desk allocation, and announcement logic
• Maintains real-time synchronization between devices

Enterprise Integrations

• Local system integration across kiosk, controller, and display network
• Supports Ethernet and optional Wi-Fi connectivity for flexible deployment

Data Layer

• Centralized ticket and queue state management within the Spectra Controller
• Real-time processing of queue status and service flow

Device Operations and Monitoring

• Remote support model active Monday to Friday, 9:00 to 17:00
• SLA defined at N4H for software-blocking issues
• Ensures continuity and rapid issue resolution

Security and Compliance

• Controlled access to system configuration and operations
• Secure local network communication between devices
• Stable embedded operating systems across hardware components

Implementation Approach

Discovery

• Mapped customer flow across six service categories
• Identified multilingual and usability requirements

Integration

• Configured ticket logic using category-based identifiers (1 letter + 3 digits)
• Aligned system behavior with pharmacy service structure

Pilot

• Validated queue sequencing, display synchronization, and service desk coordination
• Tested multilingual interface usability

Scale Rollout

• Full deployment at primary branch
• Architecture designed for replication across additional locations

Customer Journeys Enabled

Customers enter the pharmacy and interact with the F-19 kiosk to select their required service category. The interface supports both Italian and English, ensuring accessibility across customer segments.

Upon selection, a ticket is generated using a structured format that encodes the service category, allowing both customers and staff to immediately recognize the service type.

Customers monitor their position through digital signage powered by Donatello, which displays the active ticket and assigned service desk in real time.

When called, customers proceed directly to the designated counter, where service delivery is managed through the centralized Spectra system.

Results

The deployment delivered structured and measurable improvements in how customer flow is managed within the pharmacy environment.

• Service categorization introduced clarity in routing, reducing confusion at service desks.
• Real-time visibility improved customer confidence and reduced perceived waiting time.
• Multilingual interaction expanded accessibility for a broader customer base.
• Centralized control enabled staff to manage six service categories efficiently without manual intervention.
• The system created a repeatable operational model suitable for future branch expansion.

Why This Deployment Scaled

• The system replaced a generic queue model with a category-driven structure aligned to actual pharmacy services.
• The architecture remained compact and modular, allowing deployment without complex infrastructure requirements.
• The combination of kiosk, controller, and signage created a unified system rather than isolated components.
• Multilingual support ensured usability across diverse customer segments without additional complexity.
• The design-first approach ensured the technology complemented the physical environment instead of disrupting it.

FAQs

• Can this system support multiple service categories in a pharmacy?

Yes. This deployment supports six distinct service categories with structured ticketing and routing.

• Does the solution support multilingual interfaces?

Yes. Customers can interact with the system in both Italian and English.

• Is the system suitable for small or mid-sized retail environments?

Yes. The modular architecture is designed for compact deployments while remaining scalable.

About Wavetec’s Retail Solutions

Wavetec provides queue management and customer flow solutions designed for retail and healthcare environments. The platform enables structured service delivery, real-time visibility, and scalable operations through integrated hardware and software systems.

Talk to Wavetec about implementing a scalable queue management system for retail and pharmacy environments.