Case Study: Arapahoe County achieves 75% shorter wait times and 90% customer satisfaction with Qmatic

Arapahoe County Transforms its Operations with Qmatic

Arapahoe County Clerk and Recorder's Office—one of Colorado’s busiest county offices—faced limited operational data, crowded lobbies and long waits (historically up to 45 minutes), compounded by COVID-19 closures. To address these challenges the office selected Qmatic, deploying Qmatic Orchestra 7 along with self-service kiosks, online appointment booking, digital signage and concierge services, and integrating the solution with the state DRIVES system to get the data it needed.

Qmatic implemented a customer journey and queue-management solution with kiosks, appointment scheduling and messaging, enabling quick staff training and real-time analytics to reallocate resources. The Qmatic deployment cut average wait times by 75%, allowed a shift to appointment-based service for safer social distancing, and improved satisfaction—staff satisfaction reached 90% while customer satisfaction rose from 45% to 90% (78% extremely satisfied). The platform also optimized operations through data-driven decisions and delivered additional operational savings (15% reported).

Arapahoe County

Karl Herrmann

Chief Deputy Director