Case Study: Humboldt-Universität zu Berlin achieves a 90% reduction in waiting time and boosts employee satisfaction with Qmatic

Humboldt-Universität zu Berlin is increasing employee and customer satisfaction

Humboldt-Universität zu Berlin, one of Germany’s universities of excellence with around 32,000 students, faced fragmented queue management in its Student Service Center: two incompatible systems (call-forward and digital signage) could not handle 22 different services, distributed counsellors across floors, or integrate new student assistants and context marketing. The university engaged Qmatic to provide a single, integrated solution (including the Qmatic Orchestra Platform, Qmatic Hub and Digital Communication Module, ticket printers and a browser-based interface).

Qmatic implemented a comprehensive system that routes visitors via reception, prints tickets, assigns waiting areas, lets counsellors call numbers from a browser interface, and displays called numbers and contextual films on five monitors; LDAP connectivity and flexible back-office integration were also provided. The Qmatic solution cut waiting times by 90%, sped up case processing, improved employee and visitor satisfaction, and made the SSC technically simpler and easier to scale, according to Dr. Jochen O. Ley.

Humboldt-Universität zu Berlin

Jochen O. Ley

Head of Counselling and Information Services