Case Study: Major Swedish banking and insurance company achieves full control over customer flow and improved customer experience with Qmatic

Improved customer experience and staff efficiency with a combined queue and self check-in system

Major Swedish banking and insurance company had no system for handling drop‑in visitors or booked appointments and wanted better control of customer flow, clearer signaling to staff and an improved customer experience. In autumn 2017 they implemented a combined queue and self check‑in system from Qmatic (kiosks, information screens, mobile staff app and customizable reports) to manage zones, register appointments and notify advisors.

Qmatic’s solution lets booked customers check in at kiosks (printing appointment tickets and sending staff SMS/email), while drop‑ins take queue tickets and wait with their place shown on information screens; staff use a mobile app and reports to manage workloads. The result: full control and visibility of customer flow, customers see their queue position, appointments are reliably recorded, reception staffing was reduced and staff efficiency and the overall customer experience have measurably improved through automated notifications and reporting.