Solution to Merchant’s Patrons waiting proximate to pharmacy window along with customer satisfaction
Patron\Merchant benefit:
Patrons free from check-in line, and pharmacy-proximate-waiting after check-in
Negative impact for return visits from wait eliminated
Positive psych impact for Patron, w\improved tech service from Merchant
Increase Patron impression, benefit to return Merchant visits
Patron can shop entire Store, w\tech assurance for next-in-line
Eliminate undetermined timeline anxiety, and store\management competence inquiry from ongoing scrutiny of line\staff\other patrons and contemplated failings
Increase appreciation for Patron concern, prioritization of Patron time by Merchant
Implicit bargain for appreciation is to reward Merchant with return patronage
Cite study\figures re in-store customer purchases with xx time and xxx time
Merchant staff efficiency, as Tablet check-in automates staff hours of Patron interaction
Minimize\avoid HIPAA privacy (viewable sign-in list) and vocal name summoning re medical context concerns
Patrons unable (no smart phone) to contact-less check-in can be Clerk-added to Tablet list for vocal call, from order of check-in, by next Ready clerk (wait for Clerk to check-in; wait pharmacy-proximate to vocal readiness alert)
Needs to be intuitive\easy to use & understand
Needs attendant for customer\tech difficulties
Cleanliness of equipment
Lack of personal attention
Patron Merchant inter-action:
Patron opens App, generates QR; If Dr’s app supports Hop Swap IT can enter code or be sent a message with prescription order.
Patron shows App QR to Tablet\scanner and receives two (2) Merchant texts
1st text auto-confirms logged-to Que, “Shop or wait until texted to window”
2nd text, “Clerk is Ready, please return to window"
Packaging system initiated to advance storage system for automated delivery to counter
Patron returns, shows QR to next available Clerk (and\or Clerk confirms ID to remove from Que) for fulfillment, payment
If Clerk needs time to fulfill (i.e., initial Patron prescription request, misc inquiry = addtl wait), scan Patron QR again to re-Que
Tablet App Queues (“holds or trails”) Patron that has been “Ready” texted (i.e., Patron is shopping Merchant and slow to return “Ready” texting Clerk; Patron returns to next avail Clerk with confirming App Text)”
App Texts Patron at 5min and 15min after Ready text if not yet returned