Case Study: Eataly achieves more direct, personalized customer interactions with Qmatic

Eataly Creates More Direct and Personalized Interactions with Qmatic

Eataly, the largest marketplace for Italian specialty food, needed a simple, integrated queue-management system at its Rome Ostiense fresh-food counters to deliver more engaging, personalized customer interactions instead of anonymous numbered tickets. To address this, Eataly turned to Qmatic and its Orchestra platform (supported by Qmatic Solo, self-service kiosks, SMS notifications and digital signage) to replace traditional queueing with a customer-focused solution.

Qmatic implemented a self check-in kiosk and call-by-name ticketing so customers can browse while retaining their place in line, with automatic name announcements, SMS alerts, digital signage and a Business Intelligence system that captures workflow data. The Qmatic solution boosted staff efficiency, improved control of customer traffic, enhanced the personalized customer experience, and generated valuable reports and metrics that confirmed immediate acceptance and measurable operational improvements.

Eataly

Marco Piarulli

Store General Manager