Customers
Case Studies
See how businesses across industries use LineMarshal to cut the wait, empty the lobby, and measure what was previously a guess.
Healthcare
Intrepid Health Group
Greater Toronto Area, ON
Intrepid Health Group runs family practice, walk-in and urgent care under one roof across five Greater Toronto Area clinics, including Mississauga, Erin Mills, North York, Brampton and Oshawa. Every site takes booked patients and walk-ins on the same day, which is the hardest kind of front desk to run well.
The Challenge
Walk-in demand and booked visits collided at the front desk. Ontario walk-in waits had climbed to an average of 59 minutes by 2023, up from 25 minutes a year earlier, and Toronto averaged 72 minutes. Intrepid was running paper sign-in sheets, so nobody could say what the real wait was, which provider was running behind, or when the daily peak actually hit. Patients who gave up and left were invisible in the numbers, and reception spent the day answering the same question about how much longer.
The Solution
LineMarshal on the Max plan across all five clinics. QR check-in at every entrance, a provider lane per clinician with Dynamic Scheduling turned on, and visit-type check-in so a patient either books a same-day time with a named provider or joins the walk-in line from the same scan. Walk-ins auto-fill the real gaps around booked time. SMS get-ready and your-turn notifications let patients wait in the car. The analytics tab replaced the sign-in sheet as the source of truth.
Results
64 → 17 min
Time waiting in the clinic
71 → 48 min
Door-to-provider time
11.2% → 3.9%
Left without being seen
16.8% → 8.4%
Appointment no-shows
Down 71%
Wait questions at the desk
0 → 7
KPIs tracked daily
What They Can Finally Measure
Before LineMarshal, Intrepid measured nothing automatically. The analytics tab now gives every clinic manager seven figures on one screen: Customers Served, Busiest Hour, Avg Wait Time, Show Rate, Avg Service Time, Total People and No Shows, plus a per-provider breakdown of who served how many and how long each visit actually took. Recovering 7.3 points of walkaway across roughly 430 daily check-ins works out to about 31 more patients seen per day group-wide, or in the region of 9,300 additional visits a year.
“We stopped guessing. The waiting room is calmer, patients take a text and wait in the car, and for the first time I can open one screen and see which clinic is running behind before it becomes a problem.”
— Intrepid Health Group
Restaurant
Urban Bites Kitchen
Toronto, ON
The Challenge
Long Friday and Saturday wait times were causing 30%+ walkaway rates. Customers left when they couldn't see how long the wait would be.
The Solution
Deployed LineMarshal with QR code stands at both entrances. Enabled real-time position tracking and SMS notifications on the Max plan.
Results
30% → 8%
Walkaway rate
45 min → 28 min
Avg wait time
Up 40%
Customer satisfaction
“Our guests know exactly when their table is ready. They grab a drink at the bar instead of leaving.”
— Urban Bites Kitchen
Healthcare
Maple Street Walk-In Clinic
Ottawa, ON
The Challenge
Crowded waiting rooms during flu season created a poor patient experience. Staff spent too much time on manual call-outs.
The Solution
Implemented LineMarshal with TV display mode in the waiting area and push notifications for patients. Used concierge mode for walk-in registration.
Results
Down 60%
Lobby crowding
Reduced 75%
Staff time on queue
Near zero
Patient complaints
“Patients wait in their cars and come in when notified. The waiting room is calm and manageable now.”
— Maple Street Walk-In Clinic
Barbershop
The Fade Room
Hamilton, ON
The Challenge
Walk-in customers had no way to know if a chair was available or how long the wait would be, leading to lost business.
The Solution
Set up LineMarshal with a single QR code at the door. Customers join remotely and receive a notification when the barber is ready.
Results
Up 25%
Daily customers served
Down to 5%
No-show rate
Under 3 min
Setup time
“Customers love that they can run errands nearby and come back when it's their turn. Game changer.”
— The Fade Room
How these numbers compare to the industry
Wait-time claims are worth nothing without a baseline, so here is the published data we measure against. Every figure below comes from a third party, not from us.
| Benchmark | Figure | Source |
|---|---|---|
| Canada average walk-in clinic wait, 2023 | 68 min | Medimap Wait Time Index |
| Ontario average, 2023 (from 25 min in 2022) | 59 min | Medimap Wait Time Index |
| Toronto average, 2023, longest in the province | 72 min | Medimap Wait Time Index |
| Acceptable left-without-being-seen rate | Under 2% | Urgent Care Association |
| Patients naming wait time as the reason they left | 64% | Urgent Care Association survey |
| Typical primary care no-show rate | 12% to 20% | MGMA and industry aggregates |
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