---
title: "Welcome Manager: Wait times and advisor routing at the entrance"
description: "SUMWARE Welcome Manager: check-in by phone or self-service kiosk, virtual queue ticket with wait-time estimate, active advisor routing from the queue."
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---

Solution: Welcome Manager

# Stop waiting. *Start knowing.*

At the entrance, customers enter their request on their own phone or at a self-service kiosk. SUMWARE estimates the wait time from current traffic and the mix of requests, routes the ticket to the right advisor, and pushes every status change live to the customer's phone. The paper queue ticket is history.

[Book a Welcome Manager demo](https://sumware.at/en/#contact) [See the full feature set →](https://sumware.at/en/solutions/welcome-manager/#catcher)

## From the first tap on the phone to the greeting at the desk.

Welcome Manager turns the waiting zone into a guided process: with routing, estimates, and live updates on the board and on the phone. The features below map the typical customer journey in the store, from telco to banking, from medical centers to public services.

- Pre-check-in on the phone

  ### Enter your request at home, arrive with a ticket.

  Customers enter their request on their own phone before they even set off, upload documents if needed, and take a queue ticket. They arrive at the store prepared, and the system knows who is about to walk in.
- Online appointment booking

  ### Prefer certainty? Book a fixed slot.

  Instead of joining the walk-in queue, customers book a fixed appointment online, matched to their request and to an available advisor. Appointments feed into the same routing as walk-ins, with no double booking.
- Self-service kiosk at the entrance

  ### A touchscreen kiosk for everyone who just walks in.

  Walk-ins enter their request and contact details at the self-service kiosk in the entrance area. The ticket is issued and the estimated wait time is shown: on the display, and optionally by SMS or push.
- Skill-based routing

  ### The right advisor, not just the next free one.

  Advisors have different specialties. Welcome Manager knows the request behind every ticket and routes it to the right person automatically: contracts to the plan specialist, repairs to the hardware expert, B2B to the account manager.
- Smart wait-time estimates

  ### Real minutes, not a vague "shortly".

  The estimate is based on current customer traffic, the types of requests in the queue, and the average handling time per advisor. It updates live, so customers always know whether there is still time for a coffee.
- Live status on the customer's phone

  ### A push at 5 minutes. A push when it's your turn.

  Status changes are pushed to the customer's phone in real time: "15 minutes to go", "5 minutes to go, please head back", "You are next". Nobody has to stare at a display board.
- Display board in the waiting area

  ### Ticket, advisor, desk, at a glance.

  A large display board in the waiting area shows the current status: ticket number, assigned advisor, desk or room. Multilingual, in your store branding, with subtle promotions or service information playing while idle.
- VIP and priority logic

  ### Top customers notice right away.

  Premium plans, key business accounts, seniors, people with disabilities: whoever has priority is recognized automatically and slotted into the queue accordingly. With clear rules that apply across every store.
- Advisors call the next ticket

  ### "Free now", and the next ticket is on its way.

  When advisors become free, they call the next matching ticket with one click in the SUMWARE POS. The display board and the customer's phone update instantly. No microphone announcements, no printed lists, no paper slips.
- Multi-location comparison

  ### "Three stops away, you are up in 5 minutes."

  Customers facing a long wait see the current wait times of nearby stores on their phone or at the self-service kiosk. Switch before you wait. No frustration building up in the waiting area.
- Shop while you wait

  ### Step out, come back, all guided by push.

  With live push on their phone, customers lose nothing by leaving the waiting area. Grab a coffee, stroll through the mall, browse the shop windows: the ticket is safe, and the call comes in time.
- Analytics for store management

  ### Traffic, wait times, no-shows, as a dashboard.

  Store management sees live how wait times, traffic, request mix, and no-show rates evolve. With history and drill-down by advisor and request type: a basis for staff planning instead of gut feeling.
- ### Welcome Manager for your store network?

  We demo SUMWARE Welcome Manager live at your location, from the self-service kiosk at the entrance to the display board in the advisor area. No obligation, in 60 minutes.

  [Book a demo →](https://sumware.at/en/#contact)

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