Case Study: Consulate General of México achieves 66% shorter wait times and 23% more customers served with Qmatic

Consulate Turns to Qmatic to Guarantee Customers Shorter Wait Times and More Efficient Service

The Consulate General of México in Sacramento, serving some 900,000 constituents across 24 counties and handling passports, consular IDs, visas and other services, faced chaotic customer flow with multiple lines, long waits and frequent complaints. To address this, the Consulate turned to Qmatic and its Customer Journey Management tools (including Qmatic Orchestra, self-service kiosks and digital signage) to modernize the new 30,000 sq. ft. facility and improve public access.

Qmatic implemented a virtual queuing system with alphanumeric tickets, self-service check-in, LED displays and bilingual audio announcements at fifteen service counters, while collecting transaction and wait-time data for operational improvements. As a result, average wait time dropped from 1.5 hours to 30 minutes (a 66% reduction), customers served increased by 23%, customer anxiety fell, and management gained actionable reports to optimize staffing and scheduling — all delivered through Qmatic’s solution.

Consulate General of México

Carlos Otero López

IT Regional Manager