Case Study: Mechanum achieves superior customer experience and streamlined service operations with Qmatic Orchestra

Mechanum Puts Customers First with Qmatic

Mechanum, a Swedish car servicing and repair chain (six facilities, 220 employees), needed to simplify car ownership and create a standout customer experience across booking, drop-off, service and collection. To keep the customer journey consistent and reduce wait times, Mechanum partnered with Qmatic and implemented Qmatic Orchestra alongside their in‑house "Car In Process System" (CIPS).

Qmatic implemented self‑service kiosks and a single queuing group in Qmatic Orchestra, plus real‑time queue screens and automatic SMS alerts when more than three customers are waiting or wait time exceeds three minutes. The result, enabled by Qmatic, is a smoother, faster check‑in and collection process, better customer experience measured through immediate satisfaction surveys, and more effective utilization of service advisers.

Mechanum

Lena Svendsen

Customer Service Manager