Example setups · Shops and repair
Telecom and SIM store
For an operator's retail outlet or a multi-brand store in a mall, where new connections take twenty minutes and bill payers, who need two, wait behind them.
The setup
Lines and what people choose
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New connection walk-in + bookings
About 20 min each · up to 40 waiting
- New SIM 20 min
- Prepaid SIM 15 min
- Postpaid SIM 25 min
- Port in from another operator 20 min
- Home broadband connection 25 min
- New SIM 20 min
-
Recharge and bill payment walk-in
About 3 min each · up to 50 waiting
- Recharge 3 min
- Pay a bill 4 min
-
Support walk-in
About 10 min each · up to 30 waiting
- Replace a lost or damaged SIM 12 min
- Plan change 8 min
- Network or billing complaint 12 min
-
Handsets and accessories walk-in
About 12 min each · up to 20 waiting
- See a handset 15 min
- Buy an accessory 5 min
Desks
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Counter 1
Calls from New connection
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Counter 2
Calls from New connection, Support
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Payment counter
Calls from Recharge and bill payment
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Support desk
Calls from Support
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Handset table
Calls from Handsets and accessories
Team
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Store owner Owner
Sets up lines, hours and the team and reviews Insights.
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Store manager Manager
Watches the Live Board, changes which lines a counter calls from and its share, and records leave.
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Sales executive × 2 Staff
Runs Counter 1 and Counter 2, checking documents and activating connections.
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Customer care executive Staff
Runs the Support desk and takes complaints.
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Cashier Staff
Runs the Payment counter for recharges and bill payments.
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Greeter Staff
Stands at the door, adds customers who walk in without a phone and puts an elderly customer first.
Ticked: Front desk, Urgent
Visits with several steps
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Port in, then activation
A customer porting a number goes to New connection for the documents and then to the Support desk line to confirm the new SIM works, in one visit.
For Port in from another operator
- The service itself
- Go to Support
-
New SIM, with a handset if wanted
After a new SIM is issued the counter chooses whether the customer also sees a handset or leaves.
For Postpaid SIM
- The service itself
-
Choose one
— the desk that finishes the step before chooses
SIM only (default)
Done
Also a handset
- Go to See a handset on Handsets and accessories
The day
Hours, the TV and the poster
-
Opening hours
Every day, 10 am to 8:30 pm.
A store in a mall follows the mall. Add the mall's shut days as closed days, and use special hours for festival days when it opens late.
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TV display × 2
The token being called and the counter to go to, for every line.
One above the entrance for people waiting outside and one near the handset display.
-
QR poster
At the door and by the greeter's stand, so a customer can take a place for the right line before they speak to anyone.
Tips
-
Bill payers should not wait for a new SIM.
Recharge and bill payment is its own line with a three-minute time, so it moves while a 25-minute postpaid activation is in progress.
How it works → -
Let the greeter put an elderly customer first.
The Front desk ability lets the greeter mark someone as priority as they add them, so they are called before the regular line. Above everyone is for the rare case that cannot wait at all: one tap, and the desks get a banner and a short chime.
How it works → -
Move Counter 2 where the wait is.
Counter 2 calls from New connection and Support, so on a slow hour it can clear complaints without a change to the setup.
How it works → -
Run a process for the multi-stop visits.
A port-in goes from documents to a check at Support on its own, so the customer does not rejoin the end of a line.
How it works → -
Show the TV in two places.
Two screens show the same calls, so people at the handset display do not have to walk to the door to hear their token.
How it works →
The plan
Fits on Standard
The smallest plan that holds this setup, worked out from its size and what it uses.
- Lines 4 of 30
- Desks 5 of 15
- People 7 of 30
- TV screens 2 of 5
- Uses booking Plan Basic and up
- Uses desks across several lines Plan Basic and up
- Uses managers Plan Basic and up
- Uses the Front desk, Urgent and Run desks abilities Plan Basic and up
- Uses away days Plan Basic and up
- Uses waiting times in Insights Plan Basic and up
- Uses multi-step visits Plan Standard and up
How to set this up
From sign-up to your first visit
- Sign up from this page and step 1 opens with Something else already picked. Set up your business
- At step 2, name your lines: New connection, Recharge and bill payment, Support, Handsets and accessories. Set each one's type and usual time. Lines, services and desks
- At step 3, add your people and desks: Counter 1, Counter 2, Payment counter, Support desk, Handset table. Your team, roles and leave
- Open Set up › Services and build each line's menu as above. Lines, services and desks
- Open Processes and build Port in, then activation and New SIM, with a handset if wanted . Processes: visits with several steps
- In Settings, set Opening hours and add closed days. Opening hours, closures and special days
- Open Displays, pair the TV and choose what it shows. TV displays
- Print the poster from Settings › QR code and poster and put it up. Posters, links and QR codes
Set up your telecom and sim store today
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