Bawasel Aljibal — Repair Shop Queue + Customer Feedback
Queue management at the repair shop intake counter plus customer-feedback tablets for post-service feedback from Bawasel Aljibal customers.
Bawasel Aljibal — Authorized Apple Support Provider
Bawasel Aljibal operates as an authorized Apple support provider, handling device repair, warranty service and post-purchase support for Apple products. The repair shop sees mixed walk-in volume (diagnosis, drop-off, pickup, warranty enquiry) with a typical service-centre pain pattern — queued customers crowding the intake counter at peak hours, and limited visibility into post-service satisfaction once a customer walks out with their device.
The Zeour stack at Bawasel Aljibal — Authorized Apple Support Provider
Zeour deployed two integrated solutions at the Bawasel Aljibal repair shop. Queue management at the intake counter: customers take a ticket on arrival, watch the queue board for their number and walk up to the right counter when called, with service-type routing splitting diagnosis, drop-off, pickup and warranty enquiry into separate flows so simple pickups don't wait behind multi-hour diagnosis cases. Customer-feedback tablets at the customer exit: a short post-service rating flow captures CSAT immediately after the device is handed back, with a manager dashboard that rolls feedback up by day, week and counter alongside the queue-throughput numbers from the intake counter.
Phased engagement — Discovery → Build → Pilot → Roll-out → Operate
Discovery covered the repair shop's intake flow (diagnosis, drop-off, pickup, warranty enquiry) and the post-service customer-experience capture pattern needed for the operator's ongoing service-quality reporting. Build delivered the queue management at the intake counter with per-service-type routing, plus the customer-feedback tablets at the customer exit and the manager dashboard that combines queue-throughput and CSAT in one view. Pilot ran for two weeks against the historical paper-ticket and paper-feedback-card baseline; the uplift in both intake throughput and feedback capture rate cleared the rollout decision. Cutover was atomic given the single-shop scope. Operate runs on Bawasel Aljibal's ops team.
Operational outcomes the deployment enabled
Repair-shop intake is now ticketed and routed — customers no longer crowd the front counter at peak hours, and the service-type split means simple pickups move quickly while complex diagnosis cases get the time they need. Post-service feedback capture is now reliable: the tablet at the customer exit captures CSAT immediately after the device is handed back, replacing the previous paper-card pattern that returned an unreliable sample. The manager dashboard gives the operations team day-level and counter-level visibility into both queue throughput and customer satisfaction in one place, for the first time.
Zeour solutions in production at Bawasel Aljibal — Authorized Apple Support Provider.
What this deployment delivered.
Diagnosis / drop-off / pickup / warranty routed separately at the intake counter.
Post-service CSAT captured immediately after device handover.
Queue throughput and customer satisfaction visible together.
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