Case Study: Apoteket AB optimizes the customer journey with Qmatic

Apoteket AB serves 150,000 customers a day with Qmatic

Apoteket AB, the leading pharmacy in Sweden, faced the challenge of managing a large daily customer base of 150,000 across its 390+ locations while offering a wide range of services. They needed a queue management system to reduce actual and perceived wait times, ensure clear navigation, and measure operational efficiency. To address this, they implemented Qmatic's Customer Journey Management solution.

The Qmatic solution segmented customers into different queues based on their needs, such as express pickup or vaccinations, which streamlined the customer flow. This resulted in more efficient operations and a consistent level of service quality. A key measurable impact was the ability to track performance against the goal of serving all customers in less than five minutes through daily reports on queue times, which also optimized staff planning.

Apoteket AB