How Pewex cut wait times by 40% with kiosks and integrated displays

Pewex, a historic supermarket chain based in Rome with over 30 stores across the Lazio region, has completed the rollout of an integrated queue management system in its deli, butcher, and fish departments.

The problem

In high-traffic stores, queues at served counters were one of the main friction points in the customer experience. Average wait times exceeded 12 minutes during peak hours, leading to frequent abandonment and complaints.

The adopted solution

Pewex chose an integrated approach: touchscreen kiosks at the entrance of each department for ticket management, paired with LED wall displays showing the number being served, estimated wait time, and active department promotions in real time.

Results after 6 months

• -40% average wait times at served counters
• +22% average receipt value in departments with promotional displays
• -65% complaints related to queues
• Increased purchase frequency in fresh departments

Integration with management software

The system was connected to Pewex's management software to automatically calibrate the number of operators based on historical traffic patterns, enabling more efficient shift planning and reducing operational costs by 15%.

What's next

Pewex plans to extend the system to 18 more stores by the end of 2026, adding the smartphone queue function with push notification for pickup.