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Qmatic helps Manchester United manage match day rush

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Soma Tah
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BEDFORDSHIRE, UK: Qmatic has installed a queue management system at the ticket office of the world's most famous football club, Manchester United. The Solo Linea queue management system has been designed for scalability, to ensure it has the flexibility to cope with a high volume of footfall on match days. However, on non-match days, the ticket office can be quiet with just a handful of customers an hour.

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Managing such large fluctuations in footfall can be difficult, especially when there are a wide variety of customer enquiries, including general enquiries, ticket purchasing, collections and VIP ticket processing.

The Solo Linea system enables Manchester United FC to segment customer enquiries. During match days, some people queue to buy tickets, while others want to collect tickets they have already purchased online or by phone. In addition, there are prize winners who have won tickets, VIP members and those that arrive for hospitality. Each has different expectations in terms of service and the Qmatic system is designed to segment these customers, enabling faster transaction times.

Qmatic's Solo Linea technology serves 15 counters, with 15 LCD display monitors to call people forward and display customer information. From the moment customers enter the ticket office, the displays make it easy for customers to know where to queue. As peak flows subside, it is easy for customer advisers to switch their counter to serve the longest queue and increase customer throughput.

Mark Gyves, Electrical Services manager at Manchester United FC said: "By segmenting our VIP and collections customers, we avoid extra frustration with long queues. Customers can quickly collect their tickets and move on to enjoy the experience of being in the most renowned football club in the world."