Case Study: EspañaDuero achieves reduced waiting times and improved customer experience with Qmatic Solo

EspañaDuero relies on Qmatic solutions to manage customer experience in its branches

EspañaDuero, a regional bank operating across Castilla y León, northern Extremadura and Madrid with around 470 branches, faced the need to improve in-branch customer experience by managing and reducing waiting times, keeping customers informed, and enabling managers to monitor service status. To address these challenges it turned to Qmatic and deployed the Qmatic Solo customer experience management solution.

Qmatic implemented Qmatic Solo with self-service touch-screen kiosks at reception and multimedia monitors in waiting areas to show customers their place in line; customers now take a ticket and see real-time waiting information, reducing uncertainty and stress. The Qmatic solution also lets staff actively manage customer flows, resulting in shorter service times, improved employee time management and a measurable reduction in waiting times and overall improved customer service.

EspañaDuero

Ángel María Vicente Martín

Business Development and Marketing Director