Case Study: City Hall Heerhugowaard achieves shorter waiting times and seamless appointments with Qmatic

City Hall Heerhugowaard - Customer Case Study

City Hall Heerhugowaard, a modern municipal office that welcomes many walk-ins as well as appointments, was managing morning peaks and an outdated booking system that couldn’t integrate with its queuing solution. To streamline service and improve the visitor experience, they engaged Qmatic to replace the legacy appointment tool with an integrated appointment and queuing platform.

Qmatic implemented its integrated appointment platform (with an upcoming Qmatic app for staff) so residents can book online and be automatically slotted into the queue when they enter their date of birth, while employees see expected arrivals and back-office staff receive arrival notifications. The result for City Hall Heerhugowaard has been shorter, more predictable waits (seldom more than ten minutes), increased online bookings, faster customer handling, and a noticeable boost in welcome and operational efficiency.

City Hall Heerhugowaard

Rob Meijers

Floor Manager