Case Study: Apoteket AB achieves reduced wait times and seamless customer journeys with Qmatic

Apoteket Optimizes the Customer Journey with Qmatic

Apoteket AB is Sweden’s leading pharmacy brand with 390+ locations, 3,400 employees and roughly 150,000 customers served daily (34 million visits and 13.3 million counselings annually). Facing high customer volumes, multiple in‑store services (vaccinations, consultations, prescription renewals, express pickup) and the need to reduce actual and perceived wait times while improving accessibility and staff planning, Apoteket partnered with Qmatic and implemented Qmatic Customer Journey Management, Digital Signage and self‑service kiosks (Intro 8) across its estate.

Qmatic integrated its Customer Journey Management platform, Digital Signage and Intro 8 kiosks into Apoteket’s ecosystem to enable service-specific queue segmentation, real‑time BI and daily queue‑time reports for staffing decisions. The Qmatic solution produced faster, more consistent in‑store service, better navigation and communication, reduced perceived and actual waiting times, and gave Apoteket the data to track targets such as serving customers within five minutes across its 390+ pharmacies.

Apoteket AB

Elin Ahlin

Pharmacy Manager