Case Study: Groupama achieves a 40% reduction in wait times with Qmatic Orchestra

Groupama Reduced its Wait Times by 40% Using Qmatic Orchestra

Groupama Assicurazioni, the Italian subsidiary of the Groupama insurance group, faced inefficient, paper-based customer intake at its Claims Settlement Centre where visitors had to sign registers, take numbers, and wait across three floors. Seeking to improve customer satisfaction, reduce waiting times and create a better work environment, Groupama turned to Qmatic and its customer experience platform, Qmatic Orchestra.

Qmatic implemented Orchestra along with self-service kiosks, digital signage (wayfinding) and a Business Intelligence module to automate check-in, manage user flow and display real-time KPIs. The Qmatic solution cut user registration/wait times by about 40%, increased customer engagement through targeted signage, gave staff full control over queues and operations, and delivered analytics for ongoing branch performance improvements.

Groupama

Sandro Bisogno

Claims Area Manager