Case Study: Coolblue achieves seamless Click & Collect and reduced wait times with Qmatic

Coolblue Offers an Omnichannel Experience Using Qmatic

Coolblue, a fast-growing Benelux e-commerce retailer with seven physical stores, needed to align its offline experience with its strong online service promise. The challenge was to match the right specialist with the right customer, manage large customer flows at peak times, and ensure a seamless click‑and‑collect experience—so Coolblue selected Qmatic (kiosks and Orchestra software) to provide a modern, customer‑friendly queuing and service platform.

Qmatic implemented self‑service kiosks and the Orchestra platform to enable QR‑based Click & Collect, display customer and order details to hosts, and provide real‑time and historical analytics. As a result, Coolblue reduced perceived waiting times, matched customers with the most suitable specialists, prepared orders in advance, and used Qmatic’s management data to staff stores more efficiently—improving customer experience and driving increased local online purchases.

Coolblue

Marc van Elderen

Coolblue Retail Manager