Case Study: Consulate General of México reduces wait times and improves service with Qmatic

Consulate General of México cuts wait times by 66% with Qmatic

The Consulate General of México in Sacramento was facing significant challenges with inefficient customer flow, including long wait times and a confusing system of multiple lines. This created a tiring and chaotic environment for both customers and staff. To address this, the consulate turned to vendor Qmatic for a solution, implementing Qmatic Orchestra, self-service kiosks, and digital signage.

By implementing Qmatic's Customer Journey Management solution, customers were issued tickets and placed in a virtual queue, allowing them to wait comfortably. The system uses audio and visual notifications to call customers forward. The results for Qmatic's client were substantial, with the average wait time decreasing from 1.5 hours to just 30 minutes, a 66% reduction. This led to a 23% increase in customers served and provided valuable data for making operational improvements.

Consulate General of México