Case Study: ICA Supermarket Hisings Kärra achieves shorter queues and smarter staffing with Qmatic

Customer experience in focus at Ica Supermarket in Hisings Kärra

ICA Supermarket in Hisings Kärra, managed by Jörgen Kjerstensson, serves about 16,000 customers a week with 35 employees and was struggling with fast-paced customer flow that created long queues and stressed staff at the supermarket entrance convenience store and new deli. To tackle this, the store chose Qmatic and its Qmatic Orchestra platform and queue-management tools to gain visibility into customer waits and queue lengths.

Qmatic implemented queue systems for the deli and supermarket entrance plus Business Intelligence reporting, providing daily statistics and real-time alerts (staff summon help if a customer waits more than five minutes). As a result, ICA Supermarket reduced long waits, improved customer experience, optimized staffing based on the daily BI reports, and achieved cost savings while gaining a scalable system for future services — all delivered by Qmatic.

ICA Supermarket

Jörgen Kjerstensson

Store Manager