How a Kiosk System Improved Daily Processes and Reduced Wait Times for Over 1 Million Union Members in Belgium
The Confederation of Christian Trade Unions is the largest trade union in Belgium, uniting 1.6 million members served by over 70 organizations. CSC serves a high daily volume of members in person at their local branches.
Previously, queue and appointment management were handled manually by reception staff, which created long wait times, inefficient communication, and rising pressure on frontline employees. The organization needed a way to digitize and streamline this process — both to improve the visitor experience and reduce workload internally.
In addition to physical check-in terminals, CSC required a centralized queue management system that could coordinate member check-ins across branches, allow for automated self-registration via screen or mobile app, and give branch staff full visibility over live queues and appointments.
Solution: Customized Kiosk System
The delivered solution was a fully customized kiosk system, engineered to meet the specific operational needs of CSC's nationwide branches, including a digital queue system that allows members to self-register upon arrival at any participating branch. Each terminal features a robust LG touchscreen integrated into a personalized mold, equipped with a secure eID reader, a webcam for identification and support purposes, and an industrial-grade Intel i5 PC. The entire hardware setup was built for maximum durability, capable of operating reliably 24/5 or even 24/7, with a stable Windows 10 environment hosting CSC's internal appointment and queue management software.
“The result is not just a kiosk — but a turnkey infrastructure combining physical, software, and operational elements to modernize how CSC interacts with over one million members.”
Beyond the hardware, the solution included an embedded digital queue system that allows members to self-register upon arrival at any participating branch. Once authenticated via eID, visitors are seamlessly added to a digital queue, routed to the appropriate service desk, and provided with real-time updates. To manage this infrastructure at scale, CSC gained access to the Arckipel Dashboard — a centralized platform that offers full visibility into each deployed unit, including real-time status monitoring, location management, and usage analytics.
In terms of support, the project included a 24/7 ticketing system, continuous performance monitoring, and a 24-hour on-site intervention service to ensure rapid technical response. Data security played a critical role throughout: from encrypted communication channels and strict device access protocols to the secure processing of personal information in compliance with regional standards.
Process: From Audit to Deployment
The implementation process followed a comprehensive approach that ensured every aspect of the solution was tailored to CSC's specific needs:
Objective: Streamlining Member Experience
The primary goal of the project was to establish a long-term, visible solution that would streamline the in-person experience at CSC branches and reduce the administrative burden on staff. Prior to this implementation, managing queues and appointments fell on local receptionists, creating inconsistencies and inefficiencies across branches. Arckipel's mission was to replace this manual system with a unified, intuitive interface that supports CSC's commitment to accessibility, solidarity, and respect.
Every touchpoint — from self-registration at the kiosk to real-time updates and guided routing — becomes a seamless interaction. The system transforms static wait time into a dynamic, responsive experience that empowers both members and staff. For branch employees, this means less time spent on routine coordination and more time for meaningful assistance. The system was designed not only to ease current workloads but also to scale with CSC's growth and adapt to future digital touchpoints — including app integrations and remote appointment scheduling.
By enabling smarter intake and better transparency across branches, the solution ensures measurable impact: faster service, reduced stress on staff, and higher satisfaction among members who now experience a structured, user-friendly interface from the moment they enter a branch.
Result: Improved Efficiency Across 41 Branches
After resuming normal operations post-pandemic, the kiosk systems have been installed in 41 branches and are used daily to improve processes. CSC is currently testing the extent to which customer satisfaction has increased due to the installation of the kiosks. So far, the self-registration of customers via the kiosk system has noticeably relieved the secretaries.
