Case Study: Darlington Borough Council achieves streamlined customer flow and reduced waiting times with Qmatic

Darlington Borough Council Creates a Seamless and Reliable Environment for Customers and Staff

Darlington Borough Council, the local authority serving 106,000 residents, runs a busy town hall handling about 350 customers per day across many services and a flexible workforce of roughly 260 staff. They faced a complex customer-flow challenge — coordinating multiple services and external organizations in one center while maintaining health and safety and keeping customers informed. To address this, Darlington Borough Council worked with Qmatic, adopting a web-based customer journey management solution.

Qmatic implemented skills-based routing, service prioritization, remote calling, kiosks, digital signage and comprehensive live reporting so staff can manage queues, set expectations and offer alternative service channels. The Qmatic solution improved customer experience, optimized appointment scheduling, lowered perceived wait times (with an aim of a 10-minute average wait that is now typically faster), streamlined internal operations, and made the system easy to roll out and train staff on.

Darlington Borough Council

David Alley

Customer Services Manager