Case Study: Magyar Telekom increases customer loyalty and reduces waiting times with Qmatic Orchestra

Magyar Telekom increases customer loyalty with Qmatic

Magyar Telekom, a leading Hungarian telecom and Deutsche Telekom subsidiary, faced long queues, one-size fits-all service and lost sales opportunities across its retail network. To tackle high abandonment and inconsistent customer experiences, Magyar Telekom partnered with Qmatic and initially deployed a basic queuing solution before rolling out the Qmatic Orchestra Enterprise platform to bring customer identification and personalization into stores.

Qmatic implemented phone-number touch‑screen check‑ins, digital signage, agent calling, and real‑time statistics/alerts across all Telekom stores and 36 partner outlets, enabling staff to see who the next customer is and why they visited. The Qmatic solution delivered dramatically shorter perceived and actual waiting times, improved customer experience, optimized staff scheduling, increased cross‑sell and up‑sell opportunities, lower cost per transaction, and a rich data stream for KPI-driven improvements.

Magyar Telekom

Gergely Straub

Senior Sales Specialist