Case Study: Manchester Metropolitan University reduces queuing and gains real-time student service insights with Qmatic

Manchester metropolitan university revolutionizes the student experience with qmatic

Manchester Metropolitan University needed to modernize its Student Hubs, which suffered from "old‑school" queuing, scattered services and no reliable data on enquiry types, wait times or resolution times. To address this, the university partnered with Qmatic and deployed Qmatic Orchestra 7 integrated with Qmatic Intro 17 self‑service kiosks, digital signage, appointment booking and check‑in/serving apps.

Qmatic’s solution created a virtual queuing experience and live dashboards that surface average waiting and transaction times, enquiry volumes and user feedback, enabling managers to reallocate staff across hubs in real time. The Student Hubs now handle about 250,000 visits a year (roughly 7,000 weekly), with measurable improvements in visibility and a more relaxed, faster student experience driven by Qmatic’s technology.

Manchester Metropolitan University

Will Smith

Student Journey Operations Manager