Case Study: Gwinnett County achieves up to 96% reduction in wait times with Qmatic

Gwinnett County WIC Reduces Wait Time up to 96%

Gwinnett County WIC in Lawrenceville, Georgia — part of the East Metro Health District — was struggling with rapidly growing participant volumes, long wait times, crowded lobbies and insufficient client information. Gwinnett County engaged Qmatic and implemented Qmatic’s Customer Journey Management solution, including Qmatic Orchestra, digital signage, the Orchestra Counter Application, an Operations Panel and the Qmatic Choral Voice Unit to address these challenges.

Qmatic automated arrival check‑in, ticketing, call‑up and transfers between service areas and added real‑time monitoring and analytics, which streamlined the participant journey and boosted staff productivity. The result: average WIC wait times dropped from about 1 hour to 30 minutes (Health Department waits fell from ~2 hours to 30–45 minutes), with wait reductions reported as high as 96%; Qmatic’s analytics also enabled better staffing and resourcing decisions and live queue management.

Gwinnett County