Case Study: Omniva achieves a seamless omnichannel customer experience with Qmatic

Introducing an omnichannel customer experience at omniva post offices

Omniva, the Estonian national postal service provider with around 50 post offices in Estonia, needed a faster, more seamless customer experience, especially during peak times when wait times were longer. Qmatic, working through its partner Hansab, helped address this with Qmatic Orchestra, self-service kiosks, and media displays, including a pilot for contactless mobile queuing at the Kristiine Shopping Center location.

Qmatic implemented a centrally managed customer journey system and QR code-based virtual queuing so customers could join a line from their phones instead of taking a printed ticket. The rollout was rapid, with 20 systems installed within two months, and it improved the customer experience by reducing queues, enabling contactless service, and letting customers use their waiting time more efficiently.

Omniva