Are you still handing out paper numbers to manage your customer line? You’ve probably seen it in action — banks, DMVs, clinics, and retail service counters where customers take a numbered ticket and wait for it to be called.
The take-a-number system has been around for decades. It’s simple, inexpensive, and easy to understand. But in a world that’s becoming increasingly digital and customer experience-focused, it’s worth asking: Should your business use a take-a-number system?
What once felt like an efficient solution is now often associated with long wait times, impersonal service, and physical crowding. Customers today want convenience, transparency, and flexibility, and many businesses realize that the traditional system might be holding them back.
Whether you’re managing foot traffic, improving service flow, or looking to reduce wait-time frustration, your queue management strategy matters more than ever.
In this blog, we’ll learn whether the take-a-number system still meets today’s service expectations or whether modern alternatives are better suited to helping your business grow.
What is a Take-a-Number System?
A take-a-number system is a traditional queue management method used in various customer service settings. It involves customers taking a paper ticket with a number, corresponding to their line placement.
The system is widely recognized for organizing foot traffic and ensuring a fair service experience. While simple, it’s essential to understand how this model works, where it’s most commonly used, and why it became popular in the first place.
How It Works
In the traditional take-a-number system, customers pull a physical number from a machine and then wait for their number to be called. This method is usually paired with a digital display or overhead speaker, which announces the number when it’s their turn.
The simplicity of this system offers an easy way to manage customer flow. But, is a take-a-number system effective? In some cases, yes, but the process often lacks the flexibility and real-time information that today’s customers expect.
Where It’s Used
The take-a-number system is most commonly used where there is a need to manage a high volume of customers in an orderly manner. It can be found in banks, government offices, pharmacies, customer service counters, and healthcare clinics.
These environments often require an efficient way to serve many people without overcrowding or confusion, making the take-a-number system a familiar choice.
Why It Became Popular
The take-a-number system became popular because it provided a straightforward way to manage customer flow. It was especially effective in ensuring fairness with its first-come, first-served approach, eliminating the need for physical lines.
Additionally, it simplified crowd control and staff planning, giving employees a better idea of how many customers were waiting and how long each interaction might take.
While the system served its purpose for years, businesses today question whether it is still the best approach for providing a great customer experience.
Pros of Take-a-Number Systems
The take-a-number system might seem outdated, but it still has benefits, especially in places with limited technology. It remains a simple and reliable option for businesses without the budget for high-tech solutions. Let’s look at the main pros and cons of take-a-number systems:
1. Simple and Familiar
One of the biggest advantages of the take-a-number system is its simplicity. It’s easy to understand for customers of all ages, from young adults to seniors. There’s no need for complex technology or apps — just pull a number and wait for your turn.
This makes it an accessible solution in various settings. Additionally, staff training is minimal, as the system’s operations are straightforward, allowing employees to focus on other aspects of customer service rather than learning complicated processes.
2. First-Come, First-Served Fairness
The take-a-number system helps eliminate the possibility of queue disputes or line-jumping. Customers can see their position in line, making the process clear.
The first-come, first-served approach is seen as fair, building customer trust. This is especially helpful in busy places where long waits are common, and customers value fairness.
3. Inexpensive Setup
The take-a-number system offers an affordable solution for businesses with limited budgets or no access to advanced technologies. The system requires very little hardware and software, with many businesses opting for paper tickets and a basic digital display.
There’s no need for expensive internet connections or cloud-based infrastructure, making it a great choice for small businesses or locations without readily available technology.
With 48% of companies reporting daily tech-performance issues, the simplicity and reliability of the take-a-number system can be a more reliable choice for many businesses.
The Limitations of Take-a-Number Systems
While the take-a-number system has benefits, it may not meet today’s efficiency, personalization, and flexibility needs.
As businesses work to improve customer experiences and streamline operations, many are considering moving away from number-based queuing. Here are some limitations of the traditional system:
1. No Real-Time Communication
One of the most significant drawbacks of the take-a-number system is that it doesn’t offer real-time communication. Customers don’t know how long they’ll wait, and there’s no way to notify them when their turn is approaching.
Unlike modern queue management systems, which can send updates via SMS or an app, the take-a-number system leaves customers in the dark about when they’ll be served.
2. Poor Customer Experience
Waiting can be a passive, boring experience for customers. In a take-a-number setup, there’s no engagement, no updates, and no opportunity for customers to move around. They must stay in one spot, often without knowing how long they’ll have to wait.
As customers expect more engaging experiences, the take-a-number system doesn’t keep up. Repeated frustrations like these can cost loyalty. 73% of consumers say they’ll switch to a competitor after multiple bad experiences.
3. No Data or Analytics
The take-a-number system doesn’t offer the ability to track key performance indicators such as wait times, service times, or peak periods.
Without this valuable data, managers are blind when improving customer experience or operational efficiency. The system doesn’t provide the insights needed for ongoing improvements.
4. No Personalization
With the take-a-number system, customers are treated like numbers rather than individuals. There’s no way to integrate with customer data or CRM tools to personalize the experience.
People expect businesses to recognize their needs and preferences. Without personalization, building loyalty or delivering the kind of service that keeps customers returning is harder.
5. Crowded Waiting Areas
In a traditional take-a-number system, customers must physically be present to wait for their turn, which can lead to overcrowded waiting areas. This can result in bottlenecks, noise, and health risks, especially in the post-COVID era.
The take-a-number system often feels outdated as businesses seek more flexible and convenient solutions.
Signs Your Business Has Outgrown a Take-a-Number System
If your business is facing any of these issues, it might be time to move on from traditional number-based queuing:
- Long queues during busy hours: If lines regularly stretch out the door at peak times, it’s a clear sign your current system isn’t keeping up.
- Staff handling queue issues manually: When employees must step in to sort out disputes or confusion, it drains their time and slows down service.
- No insight into wait times or service flow: Without real data, it’s hard to know what’s working and what’s not. You’re left guessing instead of improving.
- Customers want online check-ins or alerts: People expect the convenience of checking in from their phones or getting notified when it’s their turn.
- Multiple locations, no queue coordination: If different branches handle lines differently, customers notice, and it’s not in a good way. A consistent experience matters.
If these issues sound familiar to your business, consider ditching number-based queuing in favor of more advanced solutions.
What Are the Alternatives to Take-a-Number Systems?
If your business faces challenges with traditional queuing methods, alternatives to take-a-number queue systems are worth considering. Modern solutions not only enhance customer satisfaction but also improve operational efficiency.
1. Virtual Queuing Systems
Virtual queuing allows customers to join a line remotely using a kiosk, mobile device, or web platform. Once in the queue, they receive real-time updates like SMS alerts or app notifications so they know exactly when to return.
This flexibility means customers can wait wherever they’re most comfortable, rather than confined to a waiting room.
Businesses benefit too: virtual queuing reduces overcrowding, improves service efficiency, and frees staff time. Virtual queuing also increases profitability by streamlining operations and reducing idle time.
A great example is Workforce Santa Cruz County, which implemented Wavetec’s WhatsApp and virtual queuing system to manage high visitor traffic.
Customers simply scan a QR code or send a message via WhatsApp to join the queue, receive real-time wait time updates, and enter the building only when it’s their turn.
This reduced actual and perceived wait times, improved social distancing, enhanced service personalization, and increased staff productivity. The organization reported high satisfaction with the system’s stability and ease of use.
2. Appointment-Based Scheduling
With appointment-based scheduling, customers can book a specific time slot online or through an app. This system eliminates traditional waiting and ensures the service staff are prepared for each appointment.
It’s beneficial in clinics, DMVs, banks, or specialty retail stores, where demand is predictable and personalized service is essential.
Appointment scheduling enhances the customer journey, streamlines operations, and enables better resource planning.
Studies show that businesses using online scheduling can see a 26% increase in new clients or customers, making it an effective way to improve service and attract more customers.
A great example of this is Samsung Spain. Samsung integrated Wavetec’s appointment scheduling into its website and WhatsApp platform to improve efficiency and personalize service for premium customers.
Customers could easily book slots, check in through kiosks, and receive real-time updates. This system helped reduce in-store congestion, ensured staff were prepared for each visitor, and enhanced the overall service experience.
3. Mobile Check-Ins and Queue Apps
Mobile queuing merges walk-in traffic and pre-scheduled appointments into one streamlined interface. Customers can check in via mobile apps or web links and track their real-time wait times.
Businesses gain valuable data and insights from these systems, helping them optimize staff allocation and identify service bottlenecks.
Mobile queue apps also improve customer satisfaction by offering convenience, transparency, and mobility, all in one platform. These solutions represent some of the most flexible types of QMS available today.
4. Queue Management with Customer Profiling
Modern queue systems can do more than manage lines; they can personalize experiences. By integrating with CRM platforms, these systems can recognize returning customers, flag VIPs, or route individuals based on service needs.
For example, a bank might automatically direct a mortgage inquiry to a specialist, reducing wait time and improving resolution speed. This is one of the most effective ways of implementing a queue management system that puts the customer first.
Business Benefits of Upgrading Your Queue System
Switching from a traditional take-a-number system to a more advanced queue management solution brings several benefits, such as improving customer experience and efficiency.
These systems streamline processes, shorten wait times, and create a smoother experience for customers and staff.
1. Improved Customer Satisfaction
Modern queue systems reduce wait times by providing real-time updates, giving customers a clear idea of when their turn is approaching.
Features like mobile alerts and estimated wait times significantly enhance the experience, reducing customer frustration and boosting overall satisfaction.
This improved experience leads to higher customer retention and encourages positive reviews, which can attract new business and improve brand perception.
2. Higher Staff Productivity
With an upgraded queue management system, most of the process is automated, reducing the manual load on staff. Staff members can focus on providing quality service rather than managing long lines or resolving conflicts.
By reducing the time spent handling customer frustrations, the team can direct their energy towards more meaningful tasks, increasing overall productivity and service quality.
3. Smarter Analytics & Resource Allocation
Queue systems gather customer behavior, wait times, and service efficiency data. This data can be used to understand peak periods, identify service problems, and allocate staff more effectively.
With the ability to track real-time performance, businesses can make informed decisions about staffing levels, shift schedules, and customer flow. This improves customer service and helps optimize your business’s operational efficiency.
4. Multi-Channel Flexibility
A modern queue management system seamlessly allows businesses to handle various customer interaction methods like walk-ins, appointments, and remote check-ins in one system.
This multi-channel flexibility means that customers can choose how they engage with your business, whether they prefer to book in advance online or walk in for immediate service.
By accommodating different customer preferences, businesses can offer a more convenient and efficient experience, ultimately improving customer satisfaction and loyalty.
How to Decide What’s Right for Your Business
Choosing between sticking with a take-a-number system or upgrading to a smarter queuing method depends on your operations, goals, and customer expectations. This simple framework can help guide your decision:
Step 1 – Map Your Current Customer Journey
Begin by looking at your customer experience from start to finish. Where does waiting happen? Is it predictable or inconsistent? Think about what your customers typically do while they wait.
Are they engaged, or just standing around with no idea how long it will take? Understanding the customer journey will help you spot areas where the process can improve.
Step 2 – Evaluate Your Tech Comfort Level
Next, consider your team’s ability to handle technology. Do you have IT support or access to cloud-based tools? Are your staff comfortable learning new systems? Knowing how ready your business is for new technology will help you decide what kind of solution is practical.
Step 3 – Define Your Service Goals
Think about what matters most to your business. Are you seeking faster service, personalized experiences, or flexible features like remote check-ins? Your goals will influence the type of system that fits best, whether you’re focused on walk-in traffic, appointments, or a mix of both.
Step 4 – Pilot a Hybrid or Scalable Solution
Try a small-scale rollout if you’re not ready for a complete change. Test a digital queuing system at one location or for a specific service.
This allows you to gather feedback, see how the system performs, and make improvements before expanding it across all locations. It’s a low-risk way to see what works for your customers and staff.
Conclusion
Take-a-number systems worked in the past, but they may no longer meet the needs of today’s customers. If you’re wondering whether to upgrade your queuing system, the answer depends on your need to provide faster, more personalized service.
New systems offer real-time engagement, better insights, and improved efficiency to meet customer expectations.
Upgrading to a more advanced system improves the customer experience by reducing frustration and wait times and provides you with data to optimize staff allocation and service delivery.
As businesses move towards more efficient solutions, replacing traditional queuing systems with virtual queuing and appointment scheduling is becoming essential.
Investing in an upgraded system will position your business for growth, improve customer satisfaction, and help you remain competitive in a constantly changing marketplace.
BOOK A FREE DEMO
